Appearance

DO'S

DONT'S

Well Groomed

No Long unkept hair

Clean & Tidy

Shirt Sleeves not rolled up

Business Formals

No Chappals or Sandals

Speech

Use Formal address / Identify the customer using the first name and the last name as it reflects in FFS records.

Do not get tough or aggressive or abusive with the customer

Do not get impatient, angry, or irritated

Do not raise your voice

Do not get personal.

Do not make calls from non-recorded lines

Do not indulge in any verbal altercation with the customer

Under no circumstances, to be provoked or instigated to make any derogatory statement

Do not make any statement which is demeaning to any caste, creed, religion, or section of society

Introduce your name and the Bank/NBFC name

Inform the purpose of your call

Tone should be sincere and polite yet assertive and firm

Calls must be made to the customers from calling solutions provided by FFS

Decency & decorum to be maintained

Calls should be tagged as defined in process note

Sensitive cases (Death/Covid/Natural Calamity etc.) to be handled carefully

Belongings

Identity card,

Do not hesitate to display the identity card with the customer

Do not use FFS ID card for any other purpose except for follow-up/collection of overdue from allocated customers

Diary and Pen for writing the information gathered

Do not disclose any unauthorized information with the customer / third party

Ethics

Maintain highest standards of Fair & ethical in your dealings with customers including followup and payment collection

Staff should not make any verbal or written promises to customers without supervisor / Bank on matters outside his preview or on product features

Collections interaction should be based on courtesy, fair treatment, and persuasion.

No personal dealings with customers

Introduce your name and the Bank name during your visits or call extended

Do not impersonate any bank official as government agencies like Police / Politician / Unsocial elements during any interaction with the customer

All payment collection is performed in a very ethical and hygiene manner

All cash payments collected is as such deposited into respective accounts within prescribed timelines (24 hours of payment collection).

All payments collected should be translated into their respective accounts in the same manner that they were received by the bank.

Staff will not modify / misappropriate payments made by customers.

Under no circumstances will the staffs effect payments to customer’s account either through Net banking, ATM transfer, Direct Cash deposit, Cheque payments, UPI or any other mode from their personal banking accounts or from bank accounts of their family/friends/relatives, etc.

Callers will not handle/hold cash on behalf of customers for application to any loan or card accounts.

Staff under any circumstance will not be involved in the transfer of funds to collection vendors, staff accounts & vice versa.

Do not use bank’s logo for any personal use/purpose

Maximize Effectiveness

Staffs will strive to maximize the effectiveness of the visits by pre visit preparation and result orientation in order to improve result

Do not involve in personal transactions with the customer directly or indirectly towards maximizing the recoveries

Proximity

Maintain a Reasonable distance from the Customer

No Physical Contact with the Customer

No instruction to customer movement

Timing

*Unless there is a specific approval based on a special request from borrower / customer

Earliest: Morning 8 AM to Latest:  Evening 7 PM

National holidays & Inappropriate occasion such as bereavement in the customer's family or such calamitous occasion must be avoided for making visits / to collect dues.

Repossession to be carried out strictly as per Bank’s norms

Repossession must not be done before 0800 hours and beyond 1900 hours