Agente de MPO e a educação financeira como instrumento de apoio à adimplência das operações de microcrédito produtivo orientado: um estudo de caso em agências de uma instituição financeira

Abstract

The research sought to analyze the use of Financial Education by the MPO Agent as a tool for maintaining compliance in the process of granting and conducting Oriented Productive Microcredit operations of retail bank branches of a Brazilian financial institution, revealing the importance of the agent of the microcredit throughout this process, from prospecting the target audience to granting and conducting it, which starts to play the role of a consultant to the microcredit borrower and becomes fundamental for the continuity of this process. For the elaboration of the research, a Theoretical Framework was established based on a wide bibliographic review of exploratory character in reputable study bases. The research carried out is of an applied nature and classified as a case study of a descriptive and exploratory character and its field research was carried out in two retail bank branches of a Brazilian financial institution in order to learn about the microcredit granting process of this institution. The field research also included structured interviews with employees and microcredit borrowers (or potential borrowers) at the bank branches studied, with the aim of measuring the level of knowledge that these interviewees have on the subject of Financial Education and their perception of the importance of the microcredit agent work. At the end of the research, understandings are presented about how the Oriented Productive Microcredit theme is conducted by this financial institution and how the theme is perceived by its employees and borrowers. As the research focused on the work of the MPO Agent, it sought to establish a model of minimum conditions so that this professional can perform his work with quality, eliminating and / or reducing deficiencies in structure, support and training in the execution of the activities inherent to the process Oriented Productive Microcredit.