Code of Conduct for Collections - moneyview

Key Areas

Do's

Don'ts

Telecalling Etiquettes

  • At the start of the conversation, check if it is the right time to speak with the customer

  • While addressing the customer, an executive should identify himself/herself and must state that he/she is representing/calling on behalf of moneyview

  • Customers need to be contacted between 08:00 hrs and 19:00 hrs only unless otherwise requested by the customer.

  • The agent must try and converse in the language preferred by the customer

  • Customers' requests to avoid calls during a particular time or place should be honored in all possible cases

  • The customer should be treated with dignity and the agents are to stay professional at all times 

  • Agents must not begin abruptly, get into an argument or use abusive words/language. Failure to adhere to these will lead to penalization and/or termination of the collection agent/agency

  • Do not have any discussion of personal nature with the customer

  • The agent must not retort even if the customer is aggressive/abusive. If necessary, the agents can exit the call after letting the customer know about the callback

Field Visit Etiquettes

  • The executive visiting on the field should respect the privacy of the customer

  • The customer should be reached out at the place of his/her choice. In the absence of any specified place, the visit should be at the customer's residence and only if still unreachable, the place of his/her business/occupation

  • Leave a message if the customer is unavailable at the visiting address

  • All calls made before and after the purpose of the field visit must be recorded as a part of the audit requirement.

  • Unbefitting occasions such as bereavement in the family, natural calamity, etc, should be avoided for making calls/visits for dues collections

  • The Agents should not make any unauthorized commitments on behalf of Moneyview for any waivers /settlements/compromises/time extension

  • Agency /Agent/ Executive should not impersonate any law enforcement personnel.

  • The agent must not retort even if the customer is aggressive/abusive. If the customer is threatening, the executive must leave the customer's place immediately

Audit Requirements

  • All the call records need to be maintained for 180 days and must be produced for call auditing. Non-compliance will lead to immediate termination of agency/agent services

  • All communication records with the customer should be maintained for a period of 12 months and must be produced for call auditing. Non-compliance will lead to immediate termination of agency/agent services

3rd part Contact

  • Agents must act with respect and dignity when interacting with the third-party/blood relative of the customer. The purpose of establishing third-party contacts should only be to learn the whereabouts of otherwise non-contactable customers

  • Borrower's loan details should not be discussed with anyone without his/her consent

  • The agents must not send messages to third-party/reference contacts disclosing customer information.

  • The agent should not engage in any arguments with the third-party contacts

Communication

  • All communications to the customer should be through pre-approved templates

  • All communications to the customer must be done using phone numbers registered by the agency with moneyview

  • Agency/agents are not allowed to share bulk messages with the customer without approval from moneyview. Failure to comply will attract penalties and service termination

  • Agency/agents are not authorized to send any legal notices to the customer without approval from moneyview.

 

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