Jeet Ki zidd

Menu

Code of Conduct

 

Code

Do’s

Don’ts

Appearance, dress code

  • Well groomed.
  • Clean and tidy formals.
  • No long unkempt hair. 
  • Shirt sleeves not rolled up.
  • No chappals or sandals.

Speech

  • Introduce yourself with identity card
  • Use formal address.
  • Tone should be sincere polite yet assertive and firm.
  • Decency and decorum to be maintained.
  • Do not get tough or aggressive or abusive.
  • Do not lose cool, get angry or even irritated irrespective of reason.
  • Pitch should not be high.
  • Should not get personal.

Belongings

  • Agency identity card, letter of authority from HFCL
  • Diary for writing the information gathered
  • Collector should not visit the customer without agency identity card and HFCL authorization letter.

Ethics

  • Fair and ethical in your dealings with customers.
  • Customer interaction should be based on courtesy, fair treatment and persuasion.
  • Collector should not make any verbal or written promises to customer without prior written consent of Company, on matters outside his preview or on product features.
  • No personal dealings with customers. 

Information and Confidentiality

  • Present clear information to prospects / customers about the company’s products and services, the terms and conditions of the loan products.
  • Present all the information required by the customer in an orderly fashion and in vernacular language or the language as understood by them.
  • HFCL and agents to keep records of interactions with the customer.
  • Agents should respect a prospect’s privacy.
  • Un-authorized information written or verbal cannot be divulged to any customer / competitor / any other person.
  • No information on the customers to be shared with other customers.
  • Agents shall not discuss the prospect’s interest with anyone else.

Process Requirement

  • Ensure trail updation on each and every case has been attempted and upload in the system.
  • Deposition TAT for all collected payments is 2 working days from receipt cut date to deposition at bank.
  • No deviation would be allowed in process related requirements.
  • No payment is to be kept on hold and must be deposited within applicable TAT.

Timing (Calls/ Visits)

  • Earliest: 0800 hours
  • Latest: 1900 hours
  • Calls earlier or later than the prescribed hours may be placed only under the following conditions:
  1. When the borrower has authorized to do so in writing or orally
  2. Time and number of calls and contents of conversation will be documented
  • Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making calls/ visits to collect dues.
  • No customer interaction and repossession to be done beyond 1900 hrs.

Call Etiquettes

  • The agent will identify himself/herself and the name of the Company he/she is representing i.e. HFCL and request permission to proceed
  • If denied permission, he/she will apologize and politely disconnect.
  • If permission granted, state reason for call and provide the borrower with all the information regarding dues and necessary notice be given for enabling discharge of dues.
  • Offer to call back, if the borrower is busy.
  • Talk in language which is most comfortable to the borrower.
  • Keep conversation limited to business matters. 
  • Reconfirm next call or next visit
  • Provide contact numbers (for Agents as well as the Company)
  • Thank the prospect for his/her time
  • Do not use inappropriate language that could create discomfort
  • Do not interrupt or argue over the call
  • Do not extend the conversation beyond business matters

Repossession 

  • Repossession and collection of dues by FOS to be carried out strictly as per HFCL norms and fair practise code
  • Reasonable notice will be given before repossession of security as well as before its realization.
  • All assistance will be given to resolve disputes or differences in a mutually acceptable and in an ordinary manner, if any as regards dues.
  • Demeanor that will suggest criminal intimidation or threat of violence would be scrupulously avoided.
  • No repossession to be done before 800 hrs and beyond 1900 hrs. 
  • No repossession to be done without clear authentication and repo-kit from the Company by the agency.
  • Agents shall not resort to intimidation or harassment of any kind, either verbal or physical, against any person in their debt collection efforts, including acts intended to humiliate publicly or intrude the privacy of the debtors’ family members, referees and friends, making threatening and anonymous calls or making false and misleading representations.

Appearance, dress code

Do’s

  • Well groomed.
  • Clean and tidy formals.

Don’ts

  • No long unkempt hair. 
  • Shirt sleeves not rolled up.
  • No chappals or sandals.

Speech

Do’s

  • Introduce yourself with identity card
  • Use formal address.
  • Tone should be sincere polite yet assertive and firm.
  • Decency and decorum to be maintained.

Don’ts

  • Do not get tough or aggressive or abusive.
  • Do not lose cool, get angry or even irritated irrespective of reason.
  • Pitch should not be high.
  • Should not get personal.

Belongings

Do’s

  • Agency identity card, letter of authority from HFCL
  • Diary for writing the information gathered

Don’ts

  • Collector should not visit the customer without agency identity card and HFCL authorization letter.

Ethics

Do’s

  • Fair and ethical in your dealings with customers.
  • Customer interaction should be based on courtesy, fair treatment and persuasion.

Don’ts

  • Collector should not make any verbal or written promises to customer without prior written consent of company, on matters outside his preview or on product features.
  • No personal dealings with customers. 

Information and Confidentiality

Do’s

  • Present clear information to prospects / customers about the company’s products and services, the terms and conditions of the loan products.
  • Present all the information required by the customer in an orderly fashion and in vernacular language or the language as understood by them.
  • HFCL and agents to keep records of interactions with the customer.
  • Agents should respect a prospect’s privacy.

Don’ts

  • Un-authorized information written or verbal cannot be divulged to any customer / competitor / any other person.
  • No information on the customers to be shared with other customers.
  • Agents shall not discuss the prospect’s interest with anyone else.

Process Requirement

Do’s

  • Ensure trail updation on each and every case has been attempted and upload in the system.
  • Deposition TAT for all collected payments is 2 working days from receipt cut date to deposition at bank.

Don’ts

  • No deviation would be allowed in process related requirements.
  • No payment is to be kept on hold and must be deposited within applicable TAT.

Timing (Calls/ Visits)

Do’s

  • Earliest: 0800 hours
  • Latest: 1900 hours
  • Calls earlier or later than the prescribed hours may be placed only under the following conditions:
  1. When the borrower has authorized to do so in writing or orally
  2. Time and number of calls and contents of conversation will be documented

Don’ts

  • Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making calls/ visits to collect dues.
  • No customer interaction and repossession to be done beyond 1900 hrs.

Call Etiquettes

Do’s

  • Earliest: 0800 hours
  • Latest: 1900 hours
  • Calls earlier or later than the prescribed hours may be placed only under the following conditions:
  1. When the borrower has authorized to do so in writing or orally
  2. Time and number of calls and contents of conversation will be documented

Don’ts

  • Do not use inappropriate language that could create discomfort
  • Do not interrupt or argue over the call
  • Do not extend the conversation beyond business matters

Timing (Calls/ Visits)

Do’s

  • Repossession and collection of dues by FOS to be carried out strictly as per HFCL norms and fair practise code
  • Reasonable notice will be given before repossession of security as well as before its realization.
  • All assistance will be given to resolve disputes or differences in a mutually acceptable and in an ordinary manner, if any as regards dues.
  • Demeanor that will suggest criminal intimidation or threat of violence would be scrupulously avoided

Don’ts

  • No repossession to be done before 800 hrs and beyond 1900 hrs. 
  • No repossession to be done without clear authentication and repo-kit from the Company by the agency.
  • Agents shall not resort to intimidation or harassment of any kind, either verbal or physical, against any person in their debt collection efforts, including acts intended to humiliate publicly or intrude the privacy of the debtors’ family members, referees and friends, making threatening and anonymous calls or making false and misleading representations.