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Qualifications Pack: Debt Recovery Agent
(Subtitle: NIL)
Contents 1. Introduction and Contacts..…………. P1
2. Qualifications Pack……………............ P2
3. Glossary of Key Terms …………..….…. P3
4. OS Units……………………..……..……...…. P5
5. Nomenclature for QP & OS…..…..... P40
6. Assessment Criteria for each NOS… P42
technology consul t ing
OS describe what
individuals need to do, know and understand in order to carry out a particular job role or function
OS are performance
standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding
BFSI Sector Skill Council of India, PS-26, 2nd Floor, P. J. Towers, Dalal Street, Mumbai – 400 001 Email: [email protected]
SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)
SUB-SECTOR: Lending
OCCUPATION: Retail Asset Management /Central Processing
REFERENCE ID: BSC/Q2303
ALIGNED TO: NCO-2015/ 4214.0201
Brief Job Description: Debt Recovery Agent is responsible for convincing the late or
non-payers to repay the borrowed amount, updating the debtors on the loan’s terms
and conditions, collecting the payables and maintain customer files recording
conversations with the debtors and payments received. The individual at work make
calls or visits debtors to collect payments on any kind of past due bill without
violating the regulations implemented by the Reserve Bank of India.
Personal Attributes: The job requires the individual to have eye for detail, patience,
ability to work under pressure, travel to different places and standing position for
long hours.
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Introduction
QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR BFSI INDUSTRY
Qualifications Pack For Debt Recovery Agent
2
Qualifications Pack Code BSC/Q2303
Job Role Debt Recovery Agent
Credits(NSQF) TBD Version number 1.0
Sector BFSI Drafted on 17/07/16
Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management/ Central Processing (Centre)
Next review date 30/09/20
NSQC Clearance on 19/12/2018
Effective Date 19/12/2018
Job Role Debt Recovery Agent
Role Description
Convince the late or non-payers to repay the borrowed amount, update the debtors on the loan’s terms and conditions, collect payables and maintain customer files recording conversations with the debtors and payments received
NSQF level
Minimum Educational Qualifications
Maximum Educational Qualifications
4
12th pass
Graduate
Prerequisite License or Training Not Applicable
Minimum Job Entry Age 18 years
Experience Not Applicable
Applicable National Occupational
Standards (NOS)
Compulsory: 1. BSC/N2307 Understand basic banking functions and
credit products 2. BSC/N2308 Understand operational aspects of debt
collection 3. BSC/N2309 Follow necessary soft skills to interact with
debtors 4. BSC/N2310 Be familiar with the case laws on recovery
issues 5. BSC/N9902 Communicate effectively and achieve
customer satisfaction 6. BSC/N9903 Maintain integrity and ethics 7. BSC/N9904 Focus on teamwork
Performance Criteria As described in the relevant OS units
Job
Det
ails
Qualifications Pack For Debt Recovery Agent
3
Keywords /Terms Description
Core Skills/Generic Skills
Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the NOS, these include communication related skills that are applicable to most job roles.
Function
Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of NOS.
Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organization.
Knowledge and Understanding
Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard.
National Occupational Standards (NOS)
NOS are Occupational Standards which apply uniquely in the Indian context
Occupation Occupation is a set of job roles, which perform similar/related set of functions in an industry.
Organisational Context Organisational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.
Performance Criteria Performance Criteria are statements that together specify the standard of performance required when carrying out a task.
Qualifications Pack(QP)
Qualifications Pack comprises the set of NOS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code.
Qualifications Pack Code
Qualifications Pack Code is a unique reference code that identifies a qualifications pack.
Scope Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required.
Sector Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.
Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.
Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.
Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities.
Def
init
ion
s
Qualifications Pack For Debt Recovery Agent
4
Keywords /Terms Description
BFSI Banking, Financial Services and Insurance
HR Human Resources
IPR Intellectual Property Rights
KYC Know Your Customer
NPA Non-Performing Assets
NSQF National Skills Qualifications Framework
OS Occupational Standards
QP Qualifications Pack
SOP Standard Operating Procedure
TAT Turnaround time
Acr
on
yms
BSC/N2307 Understand basic banking functions and credit products
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Overview
This unit is about understanding banking basics and credit related products
BSC/N2307 Understand basic banking functions and credit products
6
Unit Code BSC/N2307
Unit Title (Task)
Understand basic banking functions and credit products
Description This OS unit is about is understanding banking basics and credit related products Scope This unit/task covers the following:
Understand banking basics with knowledge of various credit products
Understand the structure and basic function of banking
Know and brief the customers on e-banking & KYC norms
Be updated on recent trends in banking
Perform General/Administrative Tasks
Range: Computer, MS Office, in-house banking software
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Understanding banking basics with knowledge of various credit products
To be competent, the user/ individual must be able to: PC1. list the principles of banking, the structure and functions of banking PC2. differentiate various types of loans and credit products
Understanding the structure and basic function of banking
To be competent, the user/ individual must be able to: PC3. detail important features of a bank and approach customers accordingly
while collecting dues PC4. make debtors aware of the type of loan taken and guide them properly to
pay off the dues
Knowing and briefing the customers on e-banking and KYC norms
To be competent, the user/ individual must be able to: PC5. handle collection cases involving retail banking customers PC6. disclose the right amount of information to the customers as per bank's
regulations and obligations PC7. help customers and debtors with adequate knowledge of E-banking and KYC
norms.
Being updated on recent trends in banking
To be competent, the user/ individual must be able to: PC8. be well aware of recent banking trends
Performing general/administrative tasks
To be competent, the user/ individual must be able to: PC9. analyse the changes in banking trends and assume the impact they may have
on the borrowers and on the financial institutes. PC10. prepare and submit all the periodic collection reports to the respective
authority of bank or collection agency. PC11. discuss collection related problems with seniors and supervisors in case of
escalation
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Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the
company /
organization and its
processes)
The individual on the job needs to know and understand: KA1. company’s policy and work instructions on quality standards KA2. company’s personnel management and incentives rules KA3. company’s rules on sexual harassment KA4. importance of the individual’s role in the workflow KA5. reporting structure KA6. organizational & ethical standards of financial institutions KA7. standard operating procedure for performing the recovery agent’s function
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. types of loan products and credit cards offered and their details.
KB2. products offered by various other financial institutions including other
banks, NBFCs, money lenders etc.
KB3. bank’s objectives, its role, functions and structure
KB4. rules and regulations regarding retail banking and E-banking
KA8. latest regulation on KYC norms KB5. procedure for digitally updating customer's loan details, if required.
KB6. making calls to debtors for collection
KB7. inform customers about the regulations in case of consumer loan
KB8. default.
KB9. be aware of recent banking trends regarding credit products.
KB10. types and features of various kind of loans and credit products that
KB11. banks offer to customers
KB12. RBI guidelines to proceed with debt collection as per organizational
guidelines
KB13. banking regulations relevant to the credit products offered to the customers
KB14. legal & regulatory aspects related to debt recovery
KB15. the documentation process of collecting due debts as per organizational
guidelines.
KB16. risk compliance and risk associated with various credit products.
KB17. types of customer segments and their suitability to products they are
KB18. planning to utilize.
KB19. methods to map customer’s competency to pay off the loan or dues.
KB20. security procedures for handling confidential customer information
KB21. timing and schedule for visiting customers for collection
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to: SA1. read and understand organizational and regulatory guidelines
SA2. read about the products and services with reference to the organization
BSC/N2307 Understand basic banking functions and credit products
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SA3. read and be updated with the latest knowledge/standards/practices on the
legal front including RBI guidelines by reading newspaper, pamphlets, website
etc.
SA4. read and verify legitimacy of documents submitted by debtors
SA5. read and explain terms and conditions of various bank products to debtors
Writing Skills
The user/individual on the job needs to know and understand how to: SA6. prepare collection reports and summary of the documents for senior’s review.
SA7. prepare overall progress report
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA8. listen to the customer's problems to provide them the right solution for quick
repayment.
SA9. discuss & communicate to customers regarding collections & non-payment
consequences.
SA10. question appropriately in order to understand the nature of the problem and
make a diagnosis.
SA11. communicate clearly with the customer using language that he/she
understands well.
SA12. communicate and share knowledge with peers and supervisors.
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. determine the exact issue customer is facing while paying the dues
SB2. make clear, logical decisions on how to deal with adamant debtors who refuse
to pay.
Plan and Organize
The user/individual on the job needs to know and understand how to: SB3. plan appointments with debtors as per their convenience to meet and talk
about the dues
SB4. organize and prepare all the essential due account's detail prior to the
meeting
SB5. organize work & time in order to maximize productivity
SB6. follow-up properly with debtors and provide support services needed for
quick repayment
Customer Centricity
The user/individual on the job needs to know and understand how to: SB7. ensure that regulatory norms are not violated while recovering debt
SB8. debtor/ customer does not feel threatened in any way
BSC/N2307 Understand basic banking functions and credit products
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Problem Solving
The user/individual on the job needs to know and understand how to: SB9. address problems arising due to customer non-cooperation or administrative
fault and escalate those issues beyond one’s role
SB10. refer the anomalies to supervisor
SB11. seek clarification on problems from others within the team
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB12. analyse data, debtor's financial activities and severity of delinquency
SB13. assess debtor's financial status and go ahead with the collection procedure
SB14. draw insights from the interaction with debtor to solve the issue
Critical Thinking
The user/individual on the job needs to know and understand how to: SB15. provide opinion on work in a detailed and constructive way
SB16. consistently obtain feedback and improve their performance
SB17. exercise judgment in unforeseen situations which preserve company values
and are in line with organizational guidelines
BSC/N2307 Understand basic banking functions and credit products
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NOS Version Control
NOS Code BSC/N2307
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management /Central Processing
Next review date 30/09/20
BSC/N2308 Understand operational aspects of debt collection
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11
Overview
This unit is about understanding and following operational aspects of debt collection
BSC/N2308 Understand operational aspects of debt collection
12
Unit Code BSC/N2308
Unit Title (Task)
Understand operational aspects of debt collection
Description This OS unit is about understanding and following operational aspects of debt collection
Scope This unit/task covers the following:
understand operational aspects of debt collection
gather the required information
follow ethical debt collection processes
possess adequate knowledge of RBI guidelines
follow the code of conduct
perform general/administrative duties
Range: Computer, MS Office, in-house banking software
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Understanding operational aspects of debt collection
To be competent, the user/ individual must be able to: PC1. understand the legal aspects of contract PC2. know all the elements of debt recovery arrangement PC3. perform the verification of debtor's due account's details in a legitimate
way.
Gathering the required information
To be competent, the user/ individual must be able to: PC4. enquire and gather information about the financial record and loan PC5. gather details of the debtor before going ahead for the collection PC6. collect and preserve all the financial documents/information of debtor with
his/her consent in a secure way
Following ethical debt collection process
To be competent, the user/ individual must be able to: PC7. reveal all the detail of the bank or collection agency he/she is associated
with to the debtor PC8. elucidate, in case debtor has any doubt regarding the due amount or any
other detail PC9. follow the proper selling function and keep debtors Informed PC10. assist bank and collection agencies by providing further information
collection regarding debt PC11. plan future follow-up visits to debtors
Possessing adequate knowledge of RBI guidelines
To be competent, the user/ individual must be able to: PC12. receive notification from bank regarding the RBI guidelines PC13. inform debtors about bank's rules and regulations of repayment
Following the code of conduct
To be competent, the user/ individual must be able to: PC14. work as per the legal and regulatory framework for debt recovery PC15. ensure to follow the required behavioural conduct with the debtors PC16. follow proper procedures as laid down by the bank in handling sensitive and
confidential customer information
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BSC/N2308 Understand operational aspects of debt collection
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Performing general/administrative tasks
To be competent, the user/ individual must be able to: PC17. update details and status of due accounts into information system/records PC18. prepare and submit all the periodic reports on status of due accounts to the
supervisor/ manager PC19. discuss and set revenue/collection targets with supervisor/manager if
applicable PC20. prepare reports on targets achieved and review future targets
Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the
company /
organization and its
processes)
The individual on the job needs to know and understand: KA1. company’s policy and work instructions KA2. data backup policy of the company KA3. company’s personnel management and incentives rules KA4. company’s rules related to sexual harassment KA5. importance of the individual’s role in the workflow KA6. reporting structure KA7. organization's accepted methods of repayment & the respective process KA8. organizations’ policy of privacy & discretion when dealing with debtor’s
confidential information
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. code of conduct and etiquettes while interacting with the debtors
KB2. sensitive communication and explanation of NPA norms and consequences
of non-payment to debtors
KB3. objective, functions and structure of financial institute and collection agency
KB4. due diligence and background check of the debtor account
KB5. collection of payments on past due accounts
KB6. maintaining MIS of non-payment accounts
KB7. procedure to digitally update customer account details, if required
KB8. factors that impact the creditworthiness of the customer
KB9. repossession of asset through legal procedures
KB10. basic accounting and financial concepts such as interest rates, profit/loss
etc.
KB11. information available in supporting documents such as pamphlets, fliers,
manuals, terms and conditions documents etc.
KB12. methods to evaluate life cycle and wealth cycle of each customer when
working on a financial plan
KB13. ethical standards a financial institute follows while collecting dues
KB14. roles and responsibilities of the job – bank's and collection agency's
expectations of the role
KB15. regulatory system of RBI that governs banks and their impact on the
collection procedure.
BSC/N2308 Understand operational aspects of debt collection
14
KB16. requirements for KYC Norms, acceptable options of identity & address proof,
supporting documents required and other identification procedures.
KB17. escalation matrix in the case debtor refuses to cooperate
KB18. risk compliance and risk associated with various products.
KB19. methods to calculate interest & principal amounts for loans repayment
KB20. various modes of payment available to the customer.
KB21. procedure for assisting debtors with the selection of best suitable
repayment option
KB22. relevant legal procedures involved in debt collection.
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to: SA1. read and understand organizational and regulatory guidelines
SA2. be aware of bank specific rules & procedures for loan recovery
SA3. read and verify legitimacy of documents submitted by customers, if required
SA4. read and explain terms and conditions of various bank products to debtors, if
required
Writing Skills
The user/individual on the job needs to know and understand how to: SA5. prepare collection reports and summary of the documents for review.
SA6. prepare overall progress report and prepare for the next legal step
accordingly for lawful debt collection
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA7. listen to the customers and be able to find a legal solution for quick
repayment
SA8. communicate clearly with the customer using language that he/she
understands
SA9. communicate and share knowledge with peers and supervisors
SA10. follow the most effective style of negotiation
SA11. communicate assertively while dealing with adamant debtors
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. determine what technique of collection will be most effective to follow
SB2. make clear, logical decisions and portray confidence while talking to the
debtor.
Plan and Organize
The user/individual on the job needs to know and understand how to: SB3. plan appointments with debtor without intruding into his/her personal time
BSC/N2308 Understand operational aspects of debt collection
15
SB4. organize meetings keeping the personal obligations of debtor in mind
SB5. organize work & time in order to maximize the chances of collecting dues.
Customer Centricity
The user/individual on the job needs to know and understand how to: SB6. follow etiquette while talking to the debtor over the phone
SB7. call at the right time for debt collection
SB8. focus on educating customers regarding consequences of non-payment
SB9. follow-up and provide customer support services consistently
Problem Solving
The user/individual on the job needs to know and understand how to: SB10. address problems arising due to lack of proper information regarding loan or
credit cards.
SB11. use soft skills to solve communication problems and follow up with debtors
effectively.
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB12. assess debtors financial status and understand their capacity to pay off the
loan on time
SB13. draw insights from debtor's interaction and refine collection techniques
Critical Thinking
The user/individual on the job needs to know and understand how to: SB14. consistently obtain feedback and improve their performance
SB15. exercise judgment in unforeseen situations which preserve bank's values and
are in line with organizational guidelines
BSC/N2308 Understand operational aspects of debt collection
16
NOS Version Control
NOS Code BSC/N2308
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management/ Central Processing
Next review date 30/09/20
BSC/N2309 Follow necessary soft skills to interact with debtors
--------------------------------------------------------------------------------------------------------------------
17
Overview
This unit is about practicing necessary soft skills for lawful debt collection
BSC/N2309 Follow necessary soft skills to interact with debtors
18
Unit Code BSC/N2309
Unit Title (Task)
Follow necessary soft skills to interact with debtors
Description This OS unit is about practicing necessary soft skills for lawful debt collection Scope This unit/task covers the following:
Call debtors keeping the time-frame in mind
Talk to debtors professionally without crossing the limit of decency
Resolve debtor payment related queries lawfully
Perform General/ Administrative tasks
Range: Computer, MS Office, in-house banking software
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Calling debtors keeping the time frame in mind
To be competent, the user/ individual must be able to: PC1. follow a suitable style of communication that customer finds convenient PC2. listen to the queries and complaints debtors have and understand them PC3. be aware of debtor's privacy and avoid calling at odd hours (Before 9a.m.
or after 7p.m.) PC4. disburse cash for withdrawals made by customers
Talking to debtors professionally without crossing the limit of decency
To be competent, the user/ individual must be able to: PC5. follow telephonic etiquette while calling debtors PC6. take care of personal etiquette while meeting debtors in person PC7. negotiate with debtors in a smart and effective way
Resolving debtor payment related queries lawfully
To be competent, the user/ individual must be able to: PC8. persuade debtors lawfully in case of delay in repayment PC9. avoid getting violent or abusive while dealing with debtors who are not
willing to pay PC10. enquire debtors about the payment related problems they are facing and
analyse them to find out a sensible solution PC11. convince debtors to pay off the dues by informing them about the non-
payment penalties PC12. show good analytical ability to find out proper solution in case the debtor
refuses to pay off the dues
Performing general/administrative tasks
To be competent, the user/ individual must be able to: PC13. update details of total collection into information system/records PC14. prepare periodic reports on status of default customers and bank
transactions to supervisor/Manager PC15. prepare reports on targets achieved and review future targets PC16. follow security procedures when handling payment cash and cheques,
customer confidential details etc.
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Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The individual on the job needs to know and understand: KA1. company’s policy and work instructions on compliance and ethical behaviour KA2. importance of the individual’s role in the workflow KA3. reporting structure KA4. organizational standards and policies of debt collection
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. technical details of making a phone call. KB2. use of information technology to input and/or extract data accurately KB3. importance of identifying anomalies in data and refer them to the higher
authority KB4. how to store and retrieve information KB5. importance of objectives, work requirements and deadlines KB6. necessity of keeping up to date with changes, procedures and practices in
the field of expertise KB7. existing legal requirements as set down by the regulator for trade of financial
securities KB8. risk and impact of not following defined procedures and rules KB9. importance of interpersonal behaviour while dealing with customers KB10. banking regulations relevant to consumer protection KB11. proper timing and situation to make a collection call KB12. best ways to negotiate with debtors KB13. differentiate between debtors who cannot pay and debtors who are not
willing to pay through analytical ability KB14. importance of providing complete details of the financial institute and the
agent himself/herself associated with it while calling for collection. KB15. security procedures for keeping customer's account information confidential. KB16. customer policies & procedures KB17. value of smart communication in negotiation
Skills (S)
A. Core Skills/ Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to: SA1. read and understand organizational and regulatory guidelines SA2. be aware of bank specific rules & procedures for loan recovery SA3. read and verify legitimacy of documents submitted by customers, if required SA4. read and explain terms and conditions of various bank products to debtors, if
required
Writing Skills
The user/individual on the job needs to know and understand how to: SA5. prepare collection reports and summary of the documents for review. SA6. prepare overall progress report and prepare for the next legal step
accordingly for lawful debt collection
BSC/N2309 Follow necessary soft skills to interact with debtors
20
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA7. listen to the customers' problems carefully enough SA8. communicate clearly with the customer using language that he/she
understands well. SA9. communicate and share knowledge with peers and supervisors SA10. communicate assertively while dealing with adamant debtors
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. make decision regarding escalation of a collection issue. SB2. make clear, logical decisions and portray confidence to the customers without
deceiving SB3. make decisions in a smarter way
Plan and Organize
The user/individual on the job needs to know and understand how to: SB4. plan meetings keeping customer's schedule in time SB5. organize collection activities properly to increase overall productivity
Customer Centricity
The user/individual on the job needs to know and understand how to: SB6. make decisions taking into account customers’ best interests SB7. focus on developing long term customer relationships SB8. follow-up and provide support services consistently SB9. plan visiting customers only when they are available at home
Problem Solving
The user/individual on the job needs to know and understand how to: SB10. address problems arising either due to a technical issue, customer or
administration related issues and escalate those issues beyond one’s role.
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB11. assess debtor's financial issues and help him/her with the right repayment
option
Critical Thinking
The user/individual on the job needs to know and understand how to: SB12. communicate with superiors to analyse performance and improve it in the
long run SB13. critically examine debtor's behaviour and proceed accordingly for debt
collection.
BSC/N2309 Follow necessary soft skills to interact with debtors
21
NOS Version Control
NOS Code BSC/N2309
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management/ Central Processing
Next review date 30/09/20
BSC/N2310 Be familiar with the case laws on recovery issues
--------------------------------------------------------------------------------------------------------------------
22
Overview
This unit is about understanding information of various debt collection related case laws and customer issues
BSC/N2310 Be familiar with the case laws on recovery issues
23
Unit Code BSC/N2310
Unit Title (Task)
Be familiar with the case laws on recovery issues
Description This OS unit is about understanding information of various debt collection related case laws and customer issues
Scope This unit/task covers the following:
Be aware of the essential case laws on recovery issues
Understand effective international practices to deal with non- compliant debtors
Understand various issues and difficulties debtors face in collection procedure
Perform general administrative tasks
Range: Computer, MS Office, in-house banking software
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Being aware of the essential case laws on recovery issues
To be competent, the user/ individual must be able to: PC1. know about all the essential case laws and collect debt accordingly PC2. understand customer's issues properly
Understanding effective international practices to deal with non-compliant debtors
To be competent, the user/ individual must be able to: PC3. respond to all customer queries/complaints as per the law PC4. follow the lawful way for debt collection
Understanding various issues and difficulties debtors face in collection procedure
To be competent, the user/ individual must be able to: PC5. inform customer of the penalty they may face due to late payment and avoid
further inconvenience PC6. adhere to all the customer policies presented by banks PC7. inform debtor of the reason of calling before claiming for the due amount PC8. review the collection queue and execute collection activity according to that
Performing general administrative tasks
To be competent, the user/ individual must be able to: PC9. stay updated about the collection law and RBI guidelines PC10. deal with debtors keeping the laws in mind PC11. discuss and set performance targets without forcing the numbers unlawfully
Knowledge and Understanding (K)
B. Organizational Context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know and understand: KA1. company’s policy and work instructions on compliance and ethical behaviour KA2. importance of the individual’s role in the workflow KA3. reporting structure KA4. organizational guidelines for recovering assets KA5. standard and lawful operating procedure of debt collection
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BSC/N2310 Be familiar with the case laws on recovery issues
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B. Technical Knowledge
The individual on the job needs to know and understand: KB1. legal details before suing any debtor
KB2. proper technique of remitting collected funds
KB3. decent way of communication to negotiate with debtors without violating RBI
guidelines
KB4. existing legal requirements as set down by the regulator for trade of financial
securities
KB5. risk and impact of not following defined procedures and rules
KB6. problems customers often face and their legal solution
KB7. banking regulations in case of re-possessing security
KB8. right process and method of tracing debtors who're not willing to pay
KB9. when to initiate legal action against debtors
KB10. when to inform superiors and escalate the issue in case debtor refuses to
respond and repay
KB11. legal aspects of security re-possession
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to read: SA1. read and understand organizational and regulatory guidelines
SA2. read and verify legitimacy of documents submitted by customers
SA3. read and explain terms and conditions of new bank products to customers
Writing Skills
The user/individual on the job needs to know and understand how: SA4. jot down all the important legal points of violation and prepare report when a
debtor fails to pay off dues.
SA5. prepare reports and keep updating the status of customers' due accounts
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA6. be decent and convince debtors without threatening them
SA7. talk to debtors respectfully in front of their friends and family
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. determine when and what legal step must be taken when debtors fail to pay
off
Plan and Organize
The user/individual on the job needs to know and understand how to: SB2. study the case of a debtor and plan appointments accordingly
SB3. organize meetings with debtors after collecting sufficient proof of delinquency
BSC/N2310 Be familiar with the case laws on recovery issues
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Customer Centricity
The user/individual on the job needs to know and understand how to: SB4. make decisions taking into account customers’ best interests
SB5. focus on following lawful ways while re-possessing debtor's assets
Problem Solving
The user/individual on the job needs to know and understand how to: SB6. address legal problems arising while dealing with unwilling and bankrupt
debtors
SB7. follow organizational guidelines in order to face debtors with confidence.
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB8. assess debtor's financial status and guide them accordingly for repayment
SB9. analyse all the legal aspects and debtor's financial condition before suing
debtor
Critical Thinking
The user/individual on the job needs to know and understand how to: SB10. study the probable reasons of default and their legal consequences for every
debtor
BSC/N2310 Be familiar with the case laws on recovery issues
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NOS Version Control
NOS Code BSC/N2310
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management/ Central Processing
Next review date 30/09/20
BSC/N9902 Communicate effectively and achieve customer satisfaction
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27
Overview This unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction.
BSC/N9902 Communicate effectively and achieve customer satisfaction
28
Unit Code BSC/N9902
Unit Title (Task)
Communicate effectively and achieve customer satisfaction
Description This OS unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction
Scope This unit/task covers the following:
Communicate with BFSI customers, superior and colleagues
Maintain service orientation
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Communicating with
BFSI customers,
superiors and
colleagues
To be competent, the user/ individual must be able to: PC1. listen attentively and paraphrase effectively in order to understand precise
requirements of customer, superior or colleague PC2. be sensitive to: language, gender, cultural and social differences in addressing
customers, superiors and colleagues PC3. maintain: positive attitude, correct body language, dress code, gestures and
etiquette PC4. understand work output requirements, targets, performance indicators and
incentives and receive feedback on work performance with positive attitude PC5. cooperate, coordinate, and collaborate to achieve shared goals
Maintaining service
orientation
To be competent, the user/ individual must be able to: PC6. organize regular feedback collection as per company’s SOP PC7. address problems by educating, eliminating or escalating PC8. aim to gain customer loyalty and satisfaction PC9. ensure clarity, honesty and transparency in dealing with the clients PC10. avoid mis-selling and misinforming PC11. focus on enhancing brand value of company through superior customer service
Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)
The user/individual on the job needs to know and understand: KA1. company’s policies on HR and personnel management KA2. company’s policies on sexual harassment KA3. company’s reporting structure KA4. company’s documentation policy KA5. company’s customer profile and service standards KA6. company’s policy on regulatory compliance
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B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in
different departments KB2. significance of team coordination to achieve revenue and productivity targets
of the organisation KB3. the use of computer or handheld device to communicate effectively and
productively KB4. significance of helping colleagues with specific issues and problems KB5. importance of meeting quality and time standards as a team KB6. how to practice effective listening KB7. communicate effectively with customers KB8. importance of documenting customer interactions as per SOP KB9. effective use of voice tone and pitch for communication KB10. how to demonstrate ethics and convey discipline to the customers KB11. how to build effective working relationship with mutual trust and respect
within the team KB12. importance of dealing with grievances effectively and in time KB13. service benchmarks and specified regulatory standards KB14. significance of treating customers with respect and in a professional manner KB15. importance of gaining customer satisfaction KB16. methods of engaging with the customers effectively and professionally KB17. ways to improve company’s customer satisfaction rating KB18. prevailing market standards of customer satisfaction KB19. standard operating procedure (SOP) for service delivery KB20. the variety of common and unscheduled requests to expect KB21. significance of being transparent and courteous under all circumstances
involving customer interaction without losing composure
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/ individual on the job needs to know and understand how to: SA1. read company policy and standard work related documents SA2. read emails and letters
Writing Skills
The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos
Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to: SA5. interact with team members to work efficiently SA6. communicate effectively with superior to achieve smooth workflow SA7. communicate effectively with the customers to build a good rapport with
them SA8. use language that the customer or colleague understands SA9. use the communications systems of the company, e.g., telephone, fax, public
announcement systems SA10. E-mail and use Internet for communicating
BSC/N9902 Communicate effectively and achieve customer satisfaction
30
SA11. use of audio-visual aids to communicate complex issues
B. Professional Skills
Decision Making
The user/ individual on the job needs to know and understand how to: SB1. spot and communicate potential areas of disruptions to work process and
report the same SB2. report to supervisor and/or deal with a colleague individually, depending on
the type of concern
Plan and Organize
The user/ individual on the job needs to know and understand how to: SB3. prepare a list of things to discuss with colleague and superior for
comprehensive discussions SB4. address specific queries of privileged or ‘High Net-worth’ customers on
priority SB5. complete task on time using proper software aids
Customer Centricity
The user/ individual on the job needs to know and understand how to: SB6. make the customer comfortable by communicating effectively to complete
service requests SB7. address queries and concerns in a calm and collected manner SB8. escalate client concerns that are beyond the scope of handling
Problem Solving
The user/ individual on the job needs to know and understand how to: SB9. resolve interpersonal issues with superiors and colleagues by communicating
in time, in order to achieve smooth workflow SB10. coordinate with different departments and multi-task as necessary SB11. contribute to quality of team work and achieve smooth workflow SB12. share work load as required SB13. delegate work in consultation with superior or as necessary instead of
allowing work to pile up
Analytical Thinking
The user/ individual on the job needs to know and understand how to: SB14. analyse communication patterns with colleagues and customers to improve
outcomes and deal with situations
Critical Thinking
The user/ individual on the job needs to know and understand how to: SB15. improve work processes by interacting with others and adopting best
practices SB16. resolve recurring inter-personal or system related conflicts with colleagues
that hinder service SB17. act upon constructively on any problems as pointed by customers or
superiors SB18. handle personality clashes effectively
BSC/N9902 Communicate effectively and achieve customer satisfaction
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NOS Version Control
NOS Code BSC/N9902
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management /Central Processing
Next review date 30/09/20
BSC/N9902 Maintain integrity and ethics --------------------------------------------------------------------------------------------------------------------
32
Overview This unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour.
BSC/N9903 Maintain integrity and ethics
33
Unit Code BSC/N9903
Unit Title (Task)
Maintain integrity and ethics
Description This OS unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour
Scope This unit/task covers the following:
Maintain integrity of transactions and ensure data security
Practice ethical behaviour
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Maintaining integrity
of transactions and
ensuring data
security
To be competent, the user/ individual must be able to: PC1. refrain from indulging in unfair trade and/or corrupt practices PC2. maintain records meticulously as per company’s policy, follow prescribed
rules and regulations and ensure transparent dealings PC3. avoid using company’s funds, property or resources for undertaking personal
activities PC4. protect customer’s information and avoid IP infringement PC5. protect data and information related to business or commercial decisions
Practising ethical
behaviour
To be competent, the user/ individual must be able to: PC6. avoid misrepresentation or misinformation PC7. demonstrate and practice ethics in day-to-day processes and dealings with
customers and colleagues PC8. avoid defaming products and services of companies in competition PC9. consult supervisor or senior management when in situations that may require
differentiating between ethical and unethical
Knowledge and Understanding (K)
A. Organizational
Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand:
KA1. company’s policies on use of language KA2. company’s Human Resources policies KA3. company’s rules related to sexual harassment KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s customer profile
B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. company’s code of conduct and business ethics KB2. IPR law and regulation in India KB3. company’s code of conduct and ethics
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BSC/N9903 Maintain integrity and ethics
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Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The individual on the job needs to know and understand how to: SA1. read company policy documents and work related documents SA2. read emails
Writing Skills
The individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to job requirement
Oral Communication (Listening and Speaking skills)
The individual on the job needs to know and understand how to: SA4. interact with team members to work efficiently SA5. communicate with customers about information security and build trust
B. Professional Skills
Decision Making
The individual on the job needs to know and understand how to: SB1. take appropriate action in a vulnerable situation
Plan and Organize
The individual on the job needs to know and understand how to: SB2. plan and organise steps/ actions as per company’s guidelines, if any fraud is
noticed in the company
Customer Centricity
The individual on the job needs to know and understand how to: SB3. prevent customer information leakage
Problem Solving
The individual on the job needs to know and understand how to: SB4. provide proper advise or guidance to colleagues to deal with sensitive issue in
their department or company
Analytical Thinking
The individual on the job needs to know and understand how to: SB5. basics of what constitutes information infringement SB6. penalties to company or individual on evidence of fraud or law violations
Critical Thinking
The individual on the job needs to know and understand how to: SB7. improve information and assets related safety and adopting best practices SB8. resolve conflicts related to information security by reporting in time
BSC/N9903 Maintain integrity and ethics
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NOS Version Control
NOS Code BSC/N9903
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management/ Central Processing
Next review date 30/09/20
BSC/N9904 Focus on teamwork
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36
Overview This unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time.
BSC/N9904 Focus on teamwork
37
Unit Code BSC/N9904
Unit Title (Task)
Focus on teamwork
Description This OS unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time
Scope This unit/task covers the following:
Develop healthy team climate
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Developing healthy
team climate
To be competent, the user/ individual must be able to: PC1. share relevant inputs, feedback and insights to build mutual trust
PC2. exchange, defend and rethink ideas
PC3. support team members to accomplish goals
PC4. facilitate group decision making and deal productively with conflict
Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)
The user/individual on the job needs to know and understand: KA1. company’s policies on HR and personnel management KA2. company’s rules related to sexual harassment KA3. company’s reporting structure KA4. company’s documentation policy KA5. company’s customer profile and service standards KA6. company’s policy on regulatory compliance
B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in
different departments KB2. significance of team coordination to achieve revenue and productivity targets
of the organisation KB3. significance of helping colleagues with specific issues and problems KB4. importance of meeting quality and time standards as a team KB5. how to practice effective listening KB6. how to build effective working relationship with mutual trust and respect
within the team KB7. significance of treating people with respect and in a professional manner KB8. significance of sharing and defending ideas KB9. importance of constructive feedback
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/ individual on the job needs to know and understand how to: SA1. read company policy and standard work related documents SA2. read emails and letters
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BSC/N9904 Focus on teamwork
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Writing Skills
The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos
Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to: SA5. interact with team members to work efficiently SA6. communicate effectively with team members to achieve smooth workflow SA7. E-mail and use Internet for communicating SA8. use of audio-visual aids to communicate complex issues
B. Professional Skills
Decision Making
The user/ individual on the job needs to know and understand how to: SB1. deal with a colleague individually, depending on the type of concern
Plan and Organize
The user/ individual on the job needs to know and understand how to: SB2. prepare notes of things to be discussed and elicit points discussed after the
meeting
Customer Centricity
The user/ individual on the job needs to know and understand how to: SB3. accomplish goals and targets by supporting team members
Problem Solving
The user/ individual on the job needs to know and understand how to: SB4. spot and communicate potential areas of disruptions to work process and
resolve them SB5. coordinate and cooperate with team members SB6. share work load as required SB7. delegate tasks in terms of work load and skills
Analytical Thinking
The user/ individual on the job needs to know and understand how to: SB8. analyse team member’s behaviour and deal accordingly
Critical Thinking
The user/ individual on the job needs to know and understand how to: SB9. improve work processes by sharing ideas and improvising them SB10. resolve conflicts SB11. handle personality clashes effectively
BSC/N9904 Focus on teamwork
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NOS Version Control
NOS Code BSC/N9904
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 17/07/16
Industry Sub-sector Lending Last reviewed on 27/09/17
Occupation Retail Asset Management /Central Processing
Next review date 30/09/20
Qualifications Pack For Debt Recovery Agent
40
Annexure
Nomenclature for QP and NOS
Qualifications Pack
[ABC]/ Q 0101
Occupational Standard An example of NOS with ‘N’
[ABC] /N0101
Q denoting Qualifications Pack Occupation (2 numbers)
QP number (2 numbers)
9 characters
9 characters
[Insert 3 letter codes for SSC]
N denoting National Occupational Standard Occupation (2 numbers)
OS number (2 numbers)
Back to top…
[Insert 3 letter code for SSC]
Qualifications Pack For Debt Recovery Agent
41
The following acronyms/codes have been used in the nomenclature above:
Sub-sector Range of Occupation numbers
PMKVY/Old QPs occupations 01 - 15
Lending 16 - 30
Fund Investment and Services 31 - 50
Broking 51 - 60
Payments 61 - 70
BFSI Processing 71 - 80
Common (across sectors) 81 -90
Unused 91 - 98
Generic (NOS) 99
Sequence Description Example
Three letters Industry name BSC
Slash / /
Next letter Whether QP or NOS Q / N
Next two numbers Occupation code 01
Next two numbers OS number 01
Qualifications Pack For Debt Recovery Agent
42
CRITERIA FOR ASSESSMENT OF TRAINEES
Job Role: Debt Recovery Agent Qualification Pack: BSC/Q2303 Sector Skill Council: BFSI
Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions created by SSC. 3. Assessment will be conducted for all compulsory NOS, as well as the selected elective/option NOS/ set of NOS. 4. Individual assessment agencies will create unique question papers for theory part for each candidate at each
examination/ training center (as per assessment criteria below) 5. Individual assessment agencies will create unique evaluations for skill practical for every student at each
examination/ training center based on this criterion. 6. To pass the Qualification Pack, every trainee should score a minimum of 70% of aggregate marks to
successfully clear the assessment. 7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualifications Pack.
Compulsory NOS
Total Marks: 200 Marks Allocation
Assessment Outcomes
Assessment Criteria for Outcomes Total
Marks Theory
Skills Practical
BSC/N2307 Understand basic banking functions and credit products
Banking basics with knowledge of various
credit products
Knowledge of Documentation and KYC
requirements, customer grievance redressal,
asset classification
Knowledge of remittances
Risk Management
100 60 40
Qualifications Pack For Debt Recovery Agent
43
BSC/N2308 Understand operational aspects of debt collection
Role, duties and obligations of a DRA
Fair practices and Do’s and don’ts
IBA guidelines about DRA process 30
45 25 20
BSC / N N2309 SPECIFIC SOFT SKILLS
Grooming standards and body language
Interpersonal Skills,
Negotiation and persuasive skills
Resolve debtor payment related queries and
negotiate in a smart and effective way
20 0 20
BSC / N2310 CASE LAWS AND INTERNATION AL DEBT PRACTICES
Learn RBI guidelines on debt recovery
earn Asset reconstruction laws
Describe Banking regulations relevant to
consumer protection
Describe Contract law – agent concepts
Learn from International best practices
20 20 0
BSC / N9902 EFFECTIVE COMMUNICATI ON
Learn Basics of Communication
Make communication effective
Polish the language
Maintain service orientation
5 0 5
BSC / N9903 INTEGRITY AND ETHICS
Maintain integrity of transactions and
ensure data security
Practice ethical behavior 5 0 5
BSC/N9904 Focus on teamwork
Develop healthy team climate 5 0 5
Total 200 100 100