Nitin Garg

Nitin Garg works as a consultant on Digital Financial Services (DFS) and Financial Inclusion. He has an extensive experience assisting several of the DFS implementations across developing economies in Asia, Africa, Latin America and Pacific Islands regions. He has spent the last 9 years working with leading m-banking and other financial inclusion related implementations (by banks, MNOs, technology companies and MFIs), on strategy development, product development, agent network design and management, user interface design, marketing and a host of other implementation/operational issues.

By Nitin Garg


Improving Recourse Systems in Digital Financial Services

Effective complaints handling, or recourse, reassures users of new financial services that problems can be resolved and that their money is protected. A new CGAP brief highlights the keys to improving recourse systems in digital financial services.

Recourse in Digital Financial Services

Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly, which can build trust in providers and their products, and increase uptake and customer retention.