Digital financial services (DFS) have grown considerably in emerging markets and developing economies, where they are instrumental for financial inclusion. DFS supervision needs to ensure that this expansion happens in a way that facilitates sustained, healthy financial inclusion.
This paper draws from research conducted in Brazil, Colombia, Kenya, Mexico, Pakistan, Peru, the Philippines, Tanzania, and Uganda to look at how providers identify, classify, and manage risks related to the use of agents and how supervisors assess providers.
This Focus Note discusses the activities (and related risks) in which bank agents may engage, management and mitigation of agent-related risks, approaches to licensing and supervision of bank agent businesses, and possible corrective measures supervisors may take.
Transformational branchless banking heightens the consumer-related concerns of regulators and supervisors because it combines the use of agents and technology-enabled devices to serve large numbers of less educated and inexperienced customers.
CGAP partnered with the Superintendence of Banks, Insurance and AFPs of Peru in late 2008, with the purpose of enhancing the understanding of the issues and trends in consumer relations when financial services are delivered through branchless banking, particularly through agents, which are used in ever increasing scale in Peru.
As part of its Global Policy Initiative, CGAP partnered with the Central Bank of Brazil in late 2008, to learn more about the issues and trends in consumer relations when financial services are delivered through branchless banking. This report highlights some of our findings.