Credit Officer

Job Title: Credit Officer

Company: HDFC

Process Flow for Officer Credit (OC):
1. The OC must refresh the dashboard every time he/she is done with working on a file. The dashboard will reflect all files in DOVR status.

2. The first file in the queue, which is identified by the date and time of the file achieving the DOVR status, should be taken up for preparing the interview sheet.

3. Appraisal and preparation work for making a call to the customer:
c. Calculate eligibility which is IIR, FOIR and LCR. Check these with the Officers interview sheet, in case of large differences, make notes and later call the officer for clarity.

d. Check for proof of own contribution, make notes and write questions to ask the customer

Prepare notes related to the profile of the customer which should include questions on his past employment, family details,

4. Calling the customer:
a. Follow the script in terms of courtesies. Script provided with this note.

b. Scripts are provided for many of the common objections raised by customers and training will be provided for handling objections.

c. You must ensure that everything that the customer needs to comply with is bound by a date and time. This date and time must be updated in the next action column details.

f. Also confirm that the only payment made is towards the processing fee and that the same has been done by cheque. State the confirmation in the remarks column of the interview sheet.

5. Complete the interview sheet

6. Keep checking the dashboard

Job Description of Officer - Credit

1. Ensure all DOVR files achieve status ITPD or ITSC within 4 hours of the file achieving DOVR status.

2. Prepare a note sheet with notes reflecting all queries and pending documents. This note sheet is the support tool to call the customer and resolve pending issues

4. Prepare the interview sheet on line and as part of the interview sheet, update all pending documents and queries. All pendency are to be assigned for the next action, date & time, the person who will perform the next action.

5. Refresh dashboard to understand if all pending documents and queries are resolved even while the status remains ITPD.

6. Ensure all actions due by all concerned are taken, follow up done with the customer and SO, if required, new action date and time assigned. Wherever required due escalations to be done for non performance of action due

7. It is expected that the Officer Credit will complete the file and move it to RHDFC stage in 3 working days of the file achieving DOVR status.

8. 80% of the files submitted as RHDFC should not appear in File Requirements (FR).

9. The rest 20% should be resolved within 2 working days of the FR being raised.

10. All queries raised or pending documents identified by HDFC need to examined and in case not found genuine, revert to HDFC immediately so that the file does not reflect in FR for the wrong reasons.

Skill sets required for this job description:

- Conversation Skills: The OC should be able to converse in the local and English language fluently. Must not reflect a local language bias whilst conversing in English
- Ability to convince: Must possess probing skills to ask and seek so as to be convinced herself. Carry convictions and ability to convince through written language and if required through verbal skills another person in HDFC appraising the file.
- Appraisal

7. Loan Application Form:
i) KYC check on address and identity with the KYC documents submitted.

ii) Income details match with the income proof papers provided

iii) Bank details on the form match the statements provided

iv) Property cost on the form matches with property related documents provided

v) Own contribution details on the form match with proof provided

vi) BSA code mentioned on the form matches the one reflecting on the system

vii) Obligations mentioned on page 3 of the form reflect in the bank statements

viii) Property address as mentioned on the form and the property documents submitted

ix) Signature on the form matches with signatures on self attested KYC documents

8. Incentive Plan for the Officer Credit

Schedule:

- Morning shift