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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

mailto:[email protected]

Qualifications Pack For Debt Recovery Agent

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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


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


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


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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


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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


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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


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NOS Version Control

NOS Code BSC/N2307


Industry BFSI Drafted on 17/07/16

Industry Sub-sector Lending Last reviewed on 27/09/17

Occupation Retail Asset Management /Central Processing


BSC/N2308 Understand operational aspects of debt collection

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Overview

This unit is about understanding and following operational aspects of debt collection


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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



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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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


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


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.


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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


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


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


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


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NOS Version Control

NOS Code BSC/N2308




Occupation Retail Asset Management/ Central Processing


BSC/N2309 Follow necessary soft skills to interact with debtors

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Overview

This unit is about practicing necessary soft skills for lawful debt collection


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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



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


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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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


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


20


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


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.


21

NOS Version Control

NOS Code BSC/N2309






BSC/N2310 Be familiar with the case laws on recovery issues

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22

Overview

This unit is about understanding information of various debt collection related case laws and customer 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


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



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


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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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


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


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


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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


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NOS Version Control

NOS Code BSC/N2310






BSC/N9902 Communicate effectively and achieve customer satisfaction

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Overview This unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction.


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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


Communicate with BFSI customers, superior and colleagues

Maintain service orientation


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


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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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


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


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SA11. use of audio-visual aids to communicate complex issues


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


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NOS Version Control

NOS Code BSC/N9902






BSC/N9902 Maintain integrity and ethics --------------------------------------------------------------------------------------------------------------------

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Overview This unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour.

BSC/N9903 Maintain integrity and ethics

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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


Maintain integrity of transactions and ensure data security

Practice ethical behaviour



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


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


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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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


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


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


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NOS Version Control

NOS Code BSC/N9903






BSC/N9904 Focus on teamwork

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Overview This unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time.


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


Develop healthy team climate



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


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


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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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


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


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


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NOS Version Control

NOS Code BSC/N9904







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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]


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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


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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


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


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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


Develop healthy team climate 5 0 5

Total 200 100 100

ontents feugaitepulae,...kb12. rbi guidelines to proceed with debt collection as per organizational...

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