SHELL TRANSOURCE LTD

C.P.V PROCESS MANUAL

Process Of Contact Point Verification

(Contact Point Verification) Section 1 INTRODUCTION What Is CPV Process?
The Process of Verifying, Validating & Scrutinizing particular information or credentials provided by a customer at his given address or contact point is called Contact Point Verification (CPV) In the changing market where in CREDIT becomes a necessary tool for all business. The CPV process helps safe guard the business risk of the Organization / Institution giving Credit or Loans.

Why C.P.V. (Verification)?

CPV is a vital in any credit or loan processing to achieve the best, if bank need good loan profile or credits to be processed then effectiveness depends on CPV. To get good customers is undoubtedly most critical resource & no matter what degree of Sophistication we raise in our system we will depend on CPV for clear picture of customer. Large numbers of important decisions in credit processing are taken on the basis of CPV reports. Financial Institutions, Banks have made the CPV the most critical parameter before approving a Credit Facility or Disbursing a Loan. A Quality, Comprehensive and Timely CPV hold as an EDGE over the competition in the Banking, Finance & Telecom Industry. Shell offers 4 Hours of TAT service, which enables the Financing Body to execute its further process immediately.

Role Of Shell Transource Ltd.

Shell Transource Ltd is associated to Banks & Financial Institutions to perform the activities of verifications on behalf & under the Code of Conduct provided by Banks & Financial Institutions. Shell has department which is named CRV has an infrastructure to cater all the needs of banks as far as Verification is concern.

Types of C.P.V. Personal Verification: Verification done thru personal visit of CRO (Customer Relations Officer) Telephonic Verification: Verification done thru phone by Tele-Caller.

Documents Verification: Verification done of the Documents provided by the customer. Section 2

Personal Verification 2.1.0 There are two types of operations in CRV. 1 Field Operations. (Field Verification) 2 Back Office Operations.
Section 2.2.0

Field Verification
Objective This section explains the Activities performed by a CRO on field & the qualities required to perform the task. It gives brief of dos & donts. 2.2.2 C.R.O (Customer Relationship Officer.) Field verification is an activity that demands intelligence, patience, tact & courtesy on CROs part. Even though you need one type data, remember that all individuals cannot be dealt in an identical manner. You need to be shrewd, observant, & sensitive to reaction of person you are talking to, you should be quick to change the approach to suite each case. You must first secure a persons attention, excite his interest & establish a rapport, He must open out to you & co operate in giving you the information you want & all this depend on your knack of handling people. Section 2.2.3 Preparation for field 1Homework: - you must first of all break up your problems into significant components; it becomes easier to handle in this manner. Then carefully prepare a set of questions covering all aspects of verification. [Plan your finance, Get knowledge of area you are going to do from some body that knows it, read the entire verification format, Make your introductory lines.] 2Looking Part: - A Keep a well-groomed appearance B Shave / maintain your beard every day C D E F 3Receive the cases A Always wear a necktie Please wear formal shoes Dress in a light-coluored shirt Wear dark, creased trousers Back office allocates cases in 4 zones

B C D

Western 1, Western 2, Central, Town. These cases are given to Zone leaders & Count is noted on a daily diary. Zone leader allocates cases area wise. CRO receive cases from Zone leader after Allocation. Product wise count is written in daily record Book.

5MIS Preparation.

4Plan your Day: -

Previous day count is taken in format of Cases Received, Cases Done, Cases Pending. B Current day count is taken product wise. C Product wise count of cases kept back. A Read address properly Incase any address seems to be incomplete at the time of allocation itself please tell the same immediately to the back office. So that back office can do follow up with customer & provide the correct address. B Plan your route so that Time, Money, Energy can be utilized effectively

Section 2.2.4:

On Field

1Observations A Residence
1) Location of Given address (Easy, Difficult, Untraceable, Prominent landmark) 2) Locality (Upper, Middle, Lower, Residential, Community dominated, Trouble prone, Industrial, Chawl, Slum, Village area) 2) Society Board, Name Plate, Condition & type of Construction # of stores, parking, Parking, Security, Lift. 3) Interior of residence (Assets, how the house is kept, Size of Residence in square feet, any political Connection, Behavior)

B Office

1)

Location of Given address (Easy, Difficult, Untraceable, Prominent landmark)

2Acting the Part a) Be confident!

Confidence comes from doing your homework well

b) Dont forget to smile! c) Maintain a good posture! d) Always carry your ID Card!

e) Introduce yourself to applicant by showing your

ID Card 3Speaking the Part 4Reporting Refer to Script 1 {

CRO has to report back office at timing decided by Management. There are two ways of reporting at CRV Dept 1) CRO Writes Reports at home & send them by courier or he comes to office & submit in stipulated time 2) CRO Gives Report on phone to CSR. This system of reporting on phone helps in minimizing the TAT. In this system of reporting CRO has to be in contact with back office at least once in an hour {Report the word report is derived from Latin Repotar Which means to carry back. (Re = back + protare = to carry) Report defined 1A report is a description of an event carried back to someone who was not present on the scene. 2A report is communication from someone who has information to someone who wants to use that information. Report is often verifiers only tangible product. It presents his investigation, his observation. If his efforts are to be count in the judgment of his supervisor he must describe clearly what he has done on field.
{Once we understand the importance of Report, it is duty of Back office to note down the facts that CRO has observed on field without changing the meaning.}

Section 2.3.0 Back Office Process 2.3.1 INPUT

In this section clients send cases to shell in electronic format which has to converted as per requirement of software used by dept (Every dept may have different software) Different processes have timings of receiving cases. 2.3.2 Confirmation In this stage PL has to confirm the receipt of cases (lot) in terms of Quantity & Clarity as well as confirmation of Physical verification cases, Tale Verification Cases, Document Verification.

2.3.3

Execution

In this section lot is processed for different activities. a) Sending case on field 1) Print

2) Allocate 3) Dictate b) Distribution to Tele Caller of BPV &RPV c) Distribution of Document verification cases to CRO & Agencies appointed for Document verification 1 Dedup Check In this process cases are sent to an agency appointed for checking whether applicant is defaulter in any other bank. 2 Collecting reports from CROs (Cros may send reports by courier or they may give status on Phone to csr. This process is planned by considering the TAT. 3 Checking & Sorting In this process reports are sorted in three categories A Confirmed cases these cases are taken for final signing B Not confirmed cases follow up is done with applicant, find he reason for not confirm, & case is re fired to CRO for revisit with arrangements so that the reason for not confirm is not repeated. C Untraceable Cases follow up is done with client & corrections or landmark for add is taken. Case is re fired to CRO for revisit. 2.3.4 Decisioning In this stage Verification reports are finally checked & recommendations are given on the basis on clients criteria & defaulter intimation. PL or SPR does decisioning. Data entry in this process physical forms are converted in electronic format as per the requirement of Client. Final Quality Check Final quality check is responsibility of PL Where he checks the electronic format & gives his final remarks. Uploading In this process electronic data is converted in decrypt file & sent to Clint through E-mail. Physical Report Dispatch A Arrange the reports serially, lot wise B Scanning the Physical forms C Sending the Physical reports to client through courier. D Keep scanned images safe & protected in system.

2.3.5 2.3.6 2.3.7 2.3.8

Section 3

Telephonic Verification
Telephonic Verification Although Physical verification is done the Telephonic
Verification still plays an important role in CPV. Just like a face-to-face meeting,
telephone conversations are expected to and should follow certain rules of etiquette to help make the experience pleasant and productive for all those involved. In this type of verification customer is contacted on phone & data is collected by asking him / her some questions where the answers can help to fulfill the requirements of the bank or financial institute.

INTRODUCTION

3.1.1 1 2
3.1.2

Types of Telephonic Verification BPV (Business Phone Verification.) RPV (Residence Phone Verification.)
CSR (Customer Status Representative) CSR has two main duties to perform 1) Call customer at given telephone number & collect the data prescribed by client. 2) Co ordination with CRO for dictating cases & taking status.

Both the above-mentioned duties are performed on phone, so every CSR should follow some rules & telephonic etiquettes.

3.1.3

Preparation for Call

1 Tuning up your pipes If your job requires being on the phone most of the day, remember it usually takes a few hours for the human vocal cords to fully warm up after a nights sleep. Eight hours of rest usually leaves them a little rusty. Practice enunciation in the bathroom mirror while you get ready for work, or do some vocal exercises in the shower. Singing in the shower does wonders for a day of cold calling but make sure youre not disturbing someone elses slumber with your warbling. Deep breathing exercises help condition your stomach and throat for a days worth of talking, as well as gently clearing your throat and blowing your nose. 2 Making the call When making a Verification call be sure to first identify yourself and your company. If youre routed to a receptionist or operator, also include the name of the person youre trying to reach. A simple, Hello, this is Kirti from Shell Transource ltd on behalf of ABC. May I please speak with Mark Grand? will do. Be prepared with a one or two sentence explanation of the purpose for your call. When you are connected with the person, state the purpose of your call. If you get shunted to a receptionist and he or she asks why you are calling, give a concise but informative statement that can be easily relayed. Do not, however, assume that your message will be communicated; when you speak directly with the person you are trying to call, repeat your message in your own words. 3 Hold, please The hold feature is generally considered a double-edged sword in telephone etiquette. No one is usually available at the exact moment of a phone call, and being on hold simply must be tolerated. However, there are many things the caller and the person taking the call can do to make the experience a pleasant one. If you must put someone on hold, ask first and most importantly wait for their answer. If someone expresses reservation about being put on hold, calmly explain why it is necessary. Perhaps the person they are calling for stepped out of the office and needs to be tracked down, or is on another call. Callers like an explanation for their inconveniences, but dont give away too much information. If Bill from distributing is in the restroom, just tell the caller he is away from his desk. Remember to keep the person on hold updated on the status of his or her call every 30 seconds. A simple Shes on another call or His meeting is running a little late is sufficient. Its okay to hang up after three minutes on hold. Call back and ask to leave a message instead. Telephone Tips Good manners are good for business, while great manners can set you apart. If youre under stress or in a hurry, its easy to let your guard down and fails to observe the basics. But if you take a deep breath before you call, good manners can actually get you the results you want faster. Heres a rundown of some quick tips to brush up on your phone manners and phone style.

Phone strategy Treat the call as if it were a meeting have a purpose, and an agenda. Read the names of the people whom you are calling. Speak pleasantly to them. Dont type or shuffle papers while youre on the phone it suggests that youre not listening to the caller. If you have to put the phone down, do it gently to spare your callers ear. Rid your mouth of food, gum, cough drops, or candy before talking on the phone the receiver amplifies your noshing. If you have to sneeze or cough, turn your head and cover your mouth and the receiver. Speak directly into the receiver dont bury it in your shoulder or neck. If you dial the wrong number, explain yourself and verify the phone number so you dont repeat the call. Dont hang up; thats just rude. Cut down on the background noise when taking or making a call. Radios, televisions, and even computer bings and bleeps can be distracting over the phone.

Dos and donts

Input Confirmation

Execution
A) Print B) Distribute

PROCESS Refer to Section 2.3.1 Refer to Section 2.3.2 In this section lot is processed for different activities.
In this section Cases Received from client are printed in label format on stickers Printed labels are sticked on Tele verification format according to the type (BPV, RPV) & distributed amongst CSRs for calling

C) Calling

CSR Calls The Given Telephone Number & collects the data from customer BPV Cases are completed before 5.00pm as offices gets closed (Refer scripts for Actions) Every CSR has to maintain the productivity Sheet.

D) Submission

Reports prepared by CSR are submitted to PL for further process. E) CD Check Address collected by csr in telephonic verification reports are again verified with the Telephone Directory of service provider (The directory may be in a CD or on web site) Remarks of CD check are written on the report & the report is submitted to PL for final authorization. E) Signing Reports from CD check process are read properly & PL or SPR makes final Recommendations & forms are given for data entry. F) Data entry Physical reports are converted in digital format & Uploaded to Client in the format that suits their software.

Section 4 Document Verification.

Receive