Field Credit Officer-MB and AB

1. POSITION DESCRIPTION

JOB TITLE

Field Credit Officer – MB & AB

GRADE

DM-II

DEPARTMENT

Credit

LOCATION

Branch

SUB-DEPARTMENT

Credit – MB & AB

TYPE OF POSITION

Full Time

REPORTS TO

Cluster Credit Manager- MB & AB

REPORTING INTO

NA

1. ROLE PURPOSE & OBJECTIVE

• The role is responsible undertaking constant pre-emptive monitoring of micro banking field operations in branches with the objective of early identification of potential operational process lapses, transactional risk, credit risk and reputational risk.

• The role is accountable for making effective use of data insights and triggers to mitigate potential loss/risks emanating from branch operations.

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• NA

• Although this position will not be directly engaged in underwriting however the risk associated to cluster will come under the purview.

• Monitor the process of 4-5 branches with portfolio of 150-200 Cr. with 40,000 customers.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Visit center meeting to understand the collection and acquisition process.

• Visit recent disbursed cases to understand the acquisition and disbursement process.

• Visit Incremental overdue customers to check the reason for delinquency and to identify the gaps in collection and acquisition process.

• Visit Non-starter/ quick mortality cases to understand the issues in the cases.

• Visit NPA cases on a sample basis based on the trigger to check the collection process.

• Conduct sample Group Loan House visit i.e. around 30-40 customers HV in a month.

• Conduct HV / GRT certification for the branch staff. Shadow House visit along with branch staff. Shadowing with high DR HV/PD person having DR % more than the benchmark

• Sample visit of the IL customers after the disbursement.

• Check end use of sample high ticket size loans under group and individual loan.

• Verification and investigations to be conducted based on the triggers with high disbursement centers, High NCA Centers, High delinquency centers, centers/staff with sudden increase/decrease in CE, centers of staff in notice period, centers of new staff, centers with high remittance income, centers with high non-MFI loans etc.

• Post disbursement hindsight verification of Group loan and Individual loan applications / files. Check whether GL & IL files were processed as per policy & processes.

• Check high rejection (GL) branches to make understand the quality of sourcing.

• Sample calling to customers based on trigger as per MIS to understand feedback from customer.

• Check if all the information (income, obligations, occupation, requirement etc.) is properly and accurately captured while assessing the loan for customers.

• Check for the accuracy of collection of KYC documents, bureau generation, Phone number and geo location of the borrower as per the policy of the bank.

• Check if the customers have been acquired from the approved areas or non-negative areas.

• Monitor the disbursement process for GL and IL customers at the branch, check if the disbursement kits are handed over the customers after verifying the KYC of the customers.

• Ensuring healthy portfolio through regular monitoring of the branches for the adherence of policies and processes.

InternalControl

• Conduct periodic review of adherence to existing credit policies/processes and provide feedback based on field insights & market insights to strengthen the policy & processes and quality customer acquisition.

• Ensure accuracy with complete details while reporting the critical observations.

• Highlight the issues / deviations /critical observations in the field & escalate issues to supervisor for initiating necessary action as defined in SOP for Disciplinary Proceedings.

• Report observations on staff frauds, process lapses, policy lapses and capturing incorrect information as per the process.

• Share observations and raise in IDM wherever required. Observations should be documented and highlighted to the concerned parties.

• Report customer related issues like sub lending, loan sharing, commission agents etc.

• Report on any external factors which shall impact the portfolio quality of the branches.

• Prepare an action plan for the branches based on the observations on policy, process and portfolio quality.

• Recommend for actions on policy and staff viz new customer acquisition, branch credit limits, House visit authority to branch staff.

• High field presence with regular visit to risk branches of assigned cluster, understand the condition & recommend the corrective actions.

• Find out insurance related issue, bureau dispute and cash misappropriation cases.

• Check whether employee/staff is certified for PD/HV authority.

• Cross check for the mandatory supervisory visits with respect to House visits and Center meeting visits have been done.

• Check if the Receipt book reconciliation / verification has been conducted by business and collection team on a sample basis.

• Check if the cash collected by branch and collection staff has been deposited at the branch on a sample basis.

• Check if the PGK kits reconciliation has been done by the operations team as per the process on a sample basis.

• Review the negative area and to recommend the area as negative based on the findings.

• Audit Score of the branch is in Excellent Grade to be ensured.

Customer

• Coordinate with Branch team, Credit Team and Operations team.

• Co-ordination with Audit and Vigilance for Identification, Investigation and Escalation of issues.

• Ensure timely reporting of the observations and ensure necessary actions.

• Ensure timely response to any clarifications.

• Actively participate in audit closure discussions of the branch.

• Staff and customers to be treated with respect during interaction and investigations.

• Send all reports/MIS on time to the concerned department.

Learning & Performance

• Provide suggestions, come up with new initiatives and suggestions. This should be shared in the form of report/document.

• Regular Training of branch team to create awareness and to educate them on the consequences of Policy and process lapses.

• IIBF certification – Fraud management.

• Training to branch staffs based on the observations on policy and processes. Training them on new process and policies as well.

• Ensuring visits to branches of other clusters to ensure understanding and learning through experience.

• Keep updated about the external factors of the geography which is linked with our segment.

• Improve the observation skills to identify any issues in the field and report critical findings for necessary action

• Visit competitors to understand the best practices and learnings from their field practices.

• Ensure adherence to training man-days/ mandatory training programs for self and reporters.

• Completion of Bi- Annual Certification Test and Training.

• Ensuring diligent weekly plan & execution in terms of branch visit for self & team.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

10^th / 12^th or Graduation or post-Graduation

Experience (Years and Core Experience Type)

Overall minimum 2 years of experience preferably in MFI sector in Sales, Credit, collection, vigilance and risk functions

Certifications

IIBF certification – Fraud management

Functional Skills

• Knowledge of Underwriting of Unsecured loans

• Knowledge of Documentation and Regulatory requirements

• Report writing and feedback

• Knowledge of portfolio parameters

• Achieve productivity month on month basis

• Knowledge of Ujjivan loan products

• Co-ordination with various stake holders of the bank

• Willingness to travel and visit branches as per criticality

Behavioral Skills

• Good observation skills. Should have eye on details.

• Ability to Prioritize the work based on the importance / urgency

• Strong Interpersonal skills, Ability to manage relationships both internally and externally

• Conflict management by resolving issues amicably

• Be professional while reporting the observations

• Respect for privacy of others

• Pro-activeness and initiative taking

Competencies

• Analytical skill and information management

• Communication skills – fluent in local language and English

• Knowledge of MFI and banking industry

• Strong computer skills - Word, Excel, PowerPoint

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

Sales, Vigilance, Audit, Collection and branch banking

Competitors, Customers

PREPARED BY :

DATE :

REVIEWED BY : Praveena Swamy

DATE: 02-02-2024

LAST UPDATED BY : TM Team

DATE: 03-02-2024