When Company disburses a loan, the repayment process will be explained to the customer in detail including amount, tenure and schedule of repayment. In case their repayment goes into overdue status we will follow strict guidelines outlined by RBI to recover those dues via multiple channels- SMS, Email, Call or in person. Our collection policy is built on courtesy, fair treatment and persuasion by which we foster customer relationships in the long run. Our agents abide by the following Dos and Don’ts to help serve our customers better.
Appearance, dress code
Clean & Tidy
No long unkempt hair
Shirt sleeves rolled up
Introduce yourself with identity card
Use formal address
Tone should be polite yet assertive and firm
No chappals or sandals
Do not get tough or aggressive or abusive
Do not lose temper, get angry or even irritated irrespective of reason
Pitch should not be high
Decency and decorum to be maintained
Identity Card, Letter of authority
Diary for writing the information gathered
Should not get personal
Collector should not make any verbal or written promises to customer on matters outside his preview or on product features
No personal dealings with customers
Fair and ethical in your dealings with customers
Unauthorized information written or verbal cannot be divulged to any customer / competitor / any other person
No information on the customers to be shared with other customers
Information and Confidentiality
Collection interaction should be based on courtesy, fair treatment and persuasion
Present all the information required to by the customer in an orderly fashion
Loan details should be shared with the customer or the person authorized by the customer only in writing
Do not share the Loan details other than customer without customer consent
Process Product Discipline
Collectors will perform their role within the framework of the instructions issued to them and specifics of collection procedure based on the product.
No physical contact with the customer
Earliest : 07:00 hours , Latest : 19:00 hours
Mode of Payment /Reconciliation
Customers should be advised to pay through electronic mode, using respective lenders virtual account / UPI links.
No payment should be collected without issuing an authorized receipt
Correct contact number needs to be captured while submitting the proof of payment received.
Incorrect contact number should not be captured
Contact number of self/other executives should not be captured
All documents of KYC should be correct & latest details need to be provided
Do not provide any Fake / Incorrect KYC
An ID Card needs to return to the agency in case of a planned leave more than three days.
Each & every call made to the customer should be through the recorded phones only & recording need to be store as per norms
Do not call the customer from numbers where a recording facility is not available
Introduce yourself & the organization before starting the customer communication during a visit or call
Do not hide your/organization name while making collection visit/call
All waiver / Settlement approval should be communicated to the customer in written only after taking approval from competent authority from Company.
Do not make a wrong commitment to the customer
All sensitive customer-related data should be in safe custody.
Do not share customer information through unauthorized mediums.