Pre-Disbursement Activities
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Prepare and issue required letters like sanction letters, amendment letters, ROI based on credit decisions/ sanction note within given timelines
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Provide standard legal and security documents to the Relationship Manager, depending on type of product and security within stipulated timelines
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Verify and execute complex documentation in full compliance with the internal standards and external regulatory requirements
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Scrutinize customer documents to check if in order. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation.
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Check facility legal & security documents executed by the customer and ensure pre-activation check points are completed
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Track and update PDDs and OTC in the system/ excel for new/existing release of limits.
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Ensure daily execution of documentation in full compliance with the internal standards and external regulatory requirements
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Ensure customer submitted documents are checked within the given timelines. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation.
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Support in smooth resolution of complex documentation issues.
Post-Disbursement Activities
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Ensure follow ups of outstanding PDDs/OTC and look into escalation cases, where required
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Ensure completion of all activities related to security perfection of assets – CERSAI/ROC
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Ensure renewal tracking done by the team and ensure that renewal letters are prepared and issued within stipulated timelines
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Ensure that only completed files are getting processed by the operations team at the branch level
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Handle service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions
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Ensure data and evidence for all legal litigation cases of defaulters on a case to case basis
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Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis
Operations Management & Customer Service at branch locations
Manage all aspects of the operations transactions, customer journeys from post sanction, pre & post disbursement requirements, documentation, servicing activities, disbursals, post disbursal actions-
To ensure timely and accurate transaction processing
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To ensure superior customer experience/ engagement is achieved through continuous improvements in productivity and service quality metrics at branches
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Work closely with business & functional teams to assess best practices and benchmark existing processes to improve customer service experience. Ensure strict adherence to defined SLAs/TATs on service processes
Process Controls & Checks
Ensure all policies and processes related to loan processing and disbursement are up to date and followed-
Conduct internal branch audits at regular intervals to ensure there are no critical observations
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Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines
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To ensure ROC, CERSAI charge registration is completed within given timelines
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To ensure CERSAI charge satisfaction is completed within given timelines upon loan closure
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To ensure vital documents are retrieved and handed over to customer within 30 days of receipt of final payment, retrieval & NDC process to be complied with.
Stakeholder/ Vendor
Management
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To ensure requests of all case logins from branches are being timely attended by vendors. Escalation point for issues in logins
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To ensure regular interactions with the Relationship Manager to complete correct documentation at the customer’s end
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Attend meetings with Sales and Risk team to discuss outstanding PDDs/OTCs, issues and escalations
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Liaise with statutory, regulatory and external third parties for conducting audits for branches in their zones
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Liaise with external vendors for storage of property related documentation, and conduct regular audits at vendor site (Hub Locations).
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Work closely with key individuals within cross functional teams wherever processes are interlinked with our function.
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Facilitate statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones
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Work with Business teams, Risk & Compliance, Legal & IT as well as Collections teams to agree process improvements and identify solutions
Compliance Management & Reporting
To ensure adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team-
To ensure timely submission of data, files for audit to concurrent, internal & statutory auditors
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To comply with SOPs and checklists at all times and to align with the latest policies.
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Being aware of regulatory guidelines & ensuring implementation within the organisation & compliance.
Security Management (for secured loans)
Onboarding of security for collateral backed loans & ensure perfection of security as per terms of sanction.-
Manage the state-level requirements in security perfection as per the local authorities to ensure enforceability of security in case of litigation.
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To ensure collection of Property Insurance for each case with property as security
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Handle the record management of title deeds & collateral documents which are collected in original from customers. Ensure safe custody & adequate monitoring of storage vendors to ensure safety of documents at all times
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Ensure timely release of security docs in line with the RBI circular, timely customer communication & subsequent handover with adequate acknowledgement from customers
Inter-function Synergies
Extend all support to businesses to meet their goals & provide a cost efficient, well governed, customer centric operational support-
Collaborate with underwriting & credit teams to formulate seamless processes which enable ease of doing business in a controlled environment.
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Collaborate with Legal teams to keep a check on the changing requirements in legal implementation. Ensure tight monitoring.
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Ensure to comply with RBI audits with best turnaround of requirements with accuracy & comprehensiveness. Support all query resolutions, explanations, sought by the regulator from time to time.
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Facilitate collections & litigation teams with requisite documents/ information to enforce charge on collateral, file SARFAESI, etc.
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Front end interfaces with statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones
