Collection Code of Conduct

Collection Code of Conduct followed by Navin Bros. Pvt. Ltd.

When Navin Bros. Pvt. Ltd. (Navin/NBFC/Company) disburses a loan, the sanction letter/ loan agreement / repayment process will be explained to the customer in detail including amount, tenure and schedule of repayment. In case their repayment goes into overdue status we will follow strict guidelines outlined by RBI/other regulators (as applicable) to recover those dues via multiple channels – SMS, Email, Call or in person. Our collection policy is built on courtesy, fair treatment and persuasion by which we foster customer relationships in the long run.

a)      Whenever loans are given, the Company will inform to the customer and also include in Sanction letter the repayment process by way of amount, tenure and periodicity of repayment.

b)      The Company will also inform to the customer that on non-adherence to repayment schedule, all the actions in accordance with the laws of the land for recovery of dues such as reminding the customer by sending him / her notice or by making personal visits and / or repossession of security (if any).

c)       Company’s Collection Policy is built on courtesy, fair treatment & persuasion. Company believes in fostering customer confidence & long-term relationship. Company’s Staff or any person authorized to represent in collection of dues or / & security repossession shall identify himself / herself & display the Authority Letter issued by Company & upon request, display his / her Identity Card issued by the Company or under authority of the Company. Company shall provide Customers with all the information regarding dues & shall endeavor to give sufficient Notice for payment of dues.

d)      The Company will provide customers with all the information regarding dues and on case to case basis give sufficient notice for payment of dues.

 

All the members of the staff or any person authorized to represent the Company in collection or / and security repossession should follow the guidelines set out below:

                     i.            Customer would be contacted ordinarily at the place of his / her choice and in the absence of any specified place at the place of his / her residence and if unavailable at his / her residence, at the place of business / occupation, from reference if customer is not reachable on contact details available with the Company.

                   ii.            Identity and authority to represent the Company would be made known to the customer at the first instance.

                  iii.            Customer’s privacy would be respected.

                 iv.            Interaction with the customer shall be made in a civil manner

                   v.            Company’s representatives shall contact the customers between 0930 hrs and 1900 hrs, unless the special circumstances of the customer’s business or occupation require otherwise or he has specially requested to connect on other time.

                 vi.            Customer’s request to avoid calls at a particular time or at a particular place shall be honoured as far as possible.

                vii.            Time and number of calls and contents of conversation would be documented.

              viii.            All assistance should be given to resolve disputes or differences regarding dues in a mutually acceptable and in an orderly manner.

                 ix.            During visits to customer’s place for dues collection, decency and decorum would be maintained.

                   x.            Inappropriate occasions such as bereavement in the family or such other calamitous occasions would be avoided for making calls/visits to collect dues.

 

Further apart from above, our person and agents abide by the following Do’s and Don’ts to help serve our customers better.

	DOs	DONTs
Appearance, dress code	Well Groomed Clean & Tidy	No long unkempt hair Shirt sleeves rolled up
Speech	Formals Introduce yourself with identity card Use formal address Tone should be polite yet assertive and firm	No chappals or sandals Do not get tough or aggressive or abusive Do not lose temper, get angry or even irritated irrespective of reason Pitch should not be high
Belongings	Decency and decorum to be maintained Identity Card, Letter of authority Diary for writing the information gathered	Should not get personal Collector should not make any verbal or written promises to customer on matters outside his preview or on product features No personal dealings with customers
Ethics	Fair and ethical in your dealings with customers	Unauthorized information written or verbal cannot be divulged to any customer / competitor / any other person No information on the customers to be shared with other customers
Information and Confidentiality	Collection interaction should be based on courtesy, fair treatment and persuasion Present all the information required to by the customer in an orderly fashion Loan details should be shared with the customer or the person authorized by the customer only in writing	Do not share the Loan details other than customer without customer consent For Agencies only specific information to be shared which is required for collection of dues.
Process, Discipline	Collectors will perform their role within the framework of the instructions issued to them.	No physical contact with the customer
Timing	Earliest : 07:00 hours , Latest : 19:00 hours	Interact with customer on other time unless customer has specifically requested any other timing.
Mode of Payment /Reconciliation	Customers should be advised to pay through electronic mode, using respective lenders virtual account / UPI links/ Payment Gateway / on Bank Account in name of Company.	No payment should be collected without issuing an authorized receipt
Contact Number	Correct contact number needs to be captured while submitting the proof of payment received. Reference no to be captured and used to get updated contact no of customer	Incorrect contact number should not be captured Contact number of self/other executives should not be captured
KYC Norms	All documents of KYC should be correct & latest details need to be provided	Do not provide any Fake / Incorrect KYC
Leave	An ID Card needs to return to the agency in case of a planned leave more than three days.
Call Recordings	Each & every call made to the customer should be through the recorded phones only & recording need to be store as per norms	Do not call the customer from numbers where a recording facility is not available
Self-Introduction	Introduce yourself & the organization before starting the customer communication during a visit or call	Do not hide your/organization name while making collection visit/call
Miscommunication	All waiver / Settlement approval should be communicated to the customer in written only after taking approval from competent authority from Company.	Do not make a wrong commitment to the customer
Data Security	All sensitive customer-related data should be in safe custody. Customer data will Agencies / others will be shared on need to know basis only	Do not share customer information through unauthorized mediums.