Insulating our banking partners from reputational exposure, customer harassment litigation, and regulatory scrutiny through systemic operational checks.
Strict systemic adherence to the Reserve Bank of India (RBI) Guidelines on Recovery Agents and Model Code of Conduct.
Per RBI guidelines, debtor outreach is restricted strictly to daytime hours. Our telephony system hard-freezes all outbound dialer lines and field tasks at 07:00 PM sharp.
Every recovery agent and telecaller undergoes training and certification under the Indian Institute of Banking & Finance (IIBF) Debt Recovery Agent curriculum.
Zero tolerance for intimidation, profane language, or psychological pressure. Any violation results in immediate employment termination and regulatory reporting.
Agents are prohibited from disclosing loan balances, default status, or debt details to neighbors, coworkers, or third parties during skip-tracing or doorstep visits.
Every inbound and outbound customer interaction is recorded with timestamp and caller ID metadata, securely archived in cloud storage for 90 days for audit inspection.
Neither telecallers nor field agents are permitted to accept physical cash or private UPI transfers. All collections route directly into bank-owned accounts.
Headed by our dedicated Quality Controller Pooja Verma (MBA), our audit team acts independently of floor production quotas to verify call decorum and compliance metrics.
Every operational day closes with the Daily Operations and Accountability Dossier (DOAD). Operations cannot conclude until 4 mandatory signatures certify daily integrity:
Empanelled bank audit teams are granted full on-demand access to our facility, voice recording archives, and field geofence logs.