{"id":12210,"date":"2021-12-20T11:00:00","date_gmt":"2021-12-20T14:00:00","guid":{"rendered":"https:\/\/evertectrends.dev.creativetm.co\/?p=12210"},"modified":"2024-06-20T10:18:11","modified_gmt":"2024-06-20T13:18:11","slug":"relacionamento-com-clientes","status":"publish","type":"post","link":"https:\/\/evertectrends.dev.creativetm.co\/pt-br\/relacionamento-com-clientes\/","title":{"rendered":"Relacionamento com clientes: os impactos da Resolu\u00e7\u00e3o BCB 155 para bancos e fintechs"},"content":{"rendered":"\n

A oferta de um tratamento justo pelas institui\u00e7\u00f5es financeiras e fintechs aos consumidores de seus produtos e\/ou servi\u00e7os \u00e9 um assunto que j\u00e1 vem sendo discutido h\u00e1 anos. Mas, recentemente o tema voltou a entrar em evid\u00eancia, principalmente com a aprova\u00e7\u00e3o da Resolu\u00e7\u00e3o n\u00b0155 pelo BC que normatiza regras de relacionamento com clientes.<\/p>\n

Continue sua leitura e saiba mais sobre o que define essa nova resolu\u00e7\u00e3o e quais os impactos e oportunidades ela oferece para fintechs e outras institui\u00e7\u00f5es financeiras atualmente. Confira!<\/p>\n

Resolu\u00e7\u00e3o BCB n\u00b0155 e o relacionamento com clientes<\/h2>\n

Basicamente, a Resolu\u00e7\u00e3o BCB n\u00b0155<\/a><\/span> aprovada pelo Banco Central disp\u00f5e sobre as regras a serem adotadas no relacionamento com clientes e administradoras de cons\u00f3rcio, bem como institui\u00e7\u00f5es de pagamento.<\/p>\n

Segundo a nova resolu\u00e7\u00e3o, estas institui\u00e7\u00f5es dever\u00e3o criar e implementar uma pol\u00edtica de relacionamento com clientes e usu\u00e1rios de seus produtos\/servi\u00e7os. Esta pol\u00edtica dever\u00e1 nortear suas atividades tendo como pilares os princ\u00edpios da \u00e9tica, responsabilidade, dilig\u00eancia e transpar\u00eancia.<\/p>\n

O objetivo com a aplica\u00e7\u00e3o dessas regras \u00e9 fazer com que institui\u00e7\u00f5es financeiras e fintechs<\/a><\/span> estabele\u00e7am um relacionamento cooperativo e equitativo com seu p\u00fablico, levando em considera\u00e7\u00e3o as necessidades e vulnerabilidades de cada um na oferta de seus produtos e servi\u00e7os.<\/p>\n

\u00a0A ideia com a nova resolu\u00e7\u00e3o \u00e9 submeter todas as institui\u00e7\u00f5es autorizadas a funcionar pelo BC as mesmas exig\u00eancias envolvendo o relacionamento com clientes. Desse modo, torna-se poss\u00edvel melhorar essa rela\u00e7\u00e3o, alinhando os interesses dos clientes aos das institui\u00e7\u00f5es.<\/p>\n

No geral, as institui\u00e7\u00f5es ainda ter\u00e3o um tempo para se adequar ao que determina a Resolu\u00e7\u00e3o BCB n\u00b0155, tendo em vista que ela s\u00f3 entrar\u00e1 em vigor dia 1\u00b0 de outubro de 2022.<\/p>\n

Impactos e oportunidades da nova resolu\u00e7\u00e3o<\/h2>\n

De modo geral, a aprova\u00e7\u00e3o da nova resolu\u00e7\u00e3o sem d\u00favida trar\u00e1 algumas mudan\u00e7as e oportunidades para bancos e fintechs.<\/p>\n

Para come\u00e7ar, com essa medida, todas as institui\u00e7\u00f5es financeiras dever\u00e3o contar com uma pol\u00edtica de relacionamento com clientes, assim como os bancos tradicionais. Al\u00e9m disso, estas institui\u00e7\u00f5es dever\u00e3o criar um sistema de atendimento ao p\u00fablico com centrais e ouvidorias. Essas mudan\u00e7as, segundo o BC, elevariam a credibilidade do sistema financeiro.<\/p>\n

Mas n\u00e3o \u00e9 s\u00f3 isso! Tamb\u00e9m haver\u00e1 uma nova divis\u00e3o, onde o Banco Central categorizou as institui\u00e7\u00f5es em 3 grandes grupos:<\/p>\n

    \n
  1. Controladas por institui\u00e7\u00e3o financeira<\/strong>: os grandes bancos integram este grupo;<\/li>\n
  2. Controladas por institui\u00e7\u00e3o de <\/strong>pagamento<\/strong><\/a><\/span> (IP) n\u00e3o integradas a uma institui\u00e7\u00e3o financeira<\/strong>: empresas de maquininha fazem parte deste grupo;<\/li>\n
  3. Controladas por institui\u00e7\u00e3o de pagamento (IP) integradas a uma institui\u00e7\u00e3o financeira<\/strong>: empresas de maquininha administradas por um grande banco.<\/li>\n<\/ol>\n

    Com essas mudan\u00e7as, haver\u00e1 uma exig\u00eancia muito maior de capital para algumas empresas. Al\u00e9m disso, algumas institui\u00e7\u00f5es se submeteriam a regras<\/a><\/span> mais duras, visando, com isso, eliminar a assimetria regulat\u00f3ria que existe hoje entre bancos e fintechs.<\/p>\n

    Em contrapartida, a nova resolu\u00e7\u00e3o tamb\u00e9m \u00e9 vista pelo BC como fonte de novas oportunidades de crescimento para algumas institui\u00e7\u00f5es financeiras. A partir do momento em que houver uma igualdade no relacionamento dessas institui\u00e7\u00f5es com seus clientes, isso elevar\u00e1 a credibilidade e seguran\u00e7a dessas empresas a outro n\u00edvel.<\/p>\n

    N\u00e3o deixe de se cadastrar na\u00a0nossa newsletter<\/a><\/span>\u00a0para continuar recebendo conte\u00fados como esse diretamente no seu e-mail!<\/p>\n","protected":false},"excerpt":{"rendered":"

    Saiba mais sobre a nova Resolu\u00e7\u00e3o do Banco Central que normatiza regras de relacionamento com clientes, o que ela define e quais os impactos e oportunidades ela oferece para fintechs e outras institui\u00e7\u00f5es financeiras atualmente. <\/p>\n","protected":false},"author":9,"featured_media":44104,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[997],"tags":[69,52,742,26,14],"class_list":["post-12210","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-regulamentacao","tag-banco-central","tag-bancos","tag-consorcio","tag-fintechs","tag-mercado-financeiro-2"],"yoast_head":"\nRelacionamento com clientes: os impactos da Resolu\u00e7\u00e3o BCB 155 para bancos e fintechs - Evertec Trends<\/title>\n<meta name=\"description\" content=\"Saiba mais sobre a nova Resolu\u00e7\u00e3o do BC que normatiza regras de relacionamento com clientes e os impactos 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