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1. ELIGIBILITY CRITERIA FOR EMPANELMENT OF COLLECTION/ RECOVERY AGENTS (CRA)• Management Consulting Firms, Accounting Firms, Firms offering Asset Collection Management Services and NBFCs having expertise in Asset Collection Management services would be eligible. The firms working as Collection Agency with Public Sector Banks would be given preference.• CRA employees shall be graduates from any reputed university in India / Abroad.Preference will be given to the firms having Accounting / Engineering / Law Professionals. Besides, Collection Agency shall have “DIRECT RECOVERY AGENT CERTIFICATE” issued by the concerned agency (IIBF --INDIAN INSTITUTE OF BANKING & FINANCE) as per the guidelines of RBI (IIBF).• CRA should be registered with State’s Shops and establishment Act 1948 or other mandatory registrations which are statutory in nature as per law.• The registration of the CRA shall be at least three years old.• CRA shall have experience of at least three years of experience in handling the Collection/ resolution of NPA accounts with Public Sector Bank(s).• CRA shall have completed at least five assignments successfully with Public Sector Bank(s) earlier.• The firm of CRA shall have PAN number.• CRA shall have a thorough knowledge of the extant RBI guidelines and also instructions/ circulars issued by RBI/ IIBF/ IBA time to time on Collection Agency.• CRA having complaints before Police and also involved in court cases especially in the matters, which are in deviation to the extant RBI guidelines on “Collection Agency” and scope of work indicated by the Bank need not apply.• CRA blacklisted by any Bank need not apply for empanelment.• The Statutory and regulatory guidelines and changes in them issued by agencies concerned on Collection/ Recovery Agency from time to time should be adhered.__________________________________2. ELIGIBILITY CRITERIA FOR EMPANELMENT OF PRIVATE DETECTIVE AGENCY (PDA) AND SKIP TRACING AGENCY (STA)• Management Consulting Firms, Firms offering Private Detective Agency (PDA), Skip Tracing Agency Services and NBFCs having expertise in PDA and STA services would be eligible. The firms working as PDA and STA with Public Sector Banks would be given preference.• PDA and STA would be required to ascertain details of net worth, occupation, source of income, details of properties of the customers in their name/ guarantors and other assets as on date along with their current value, which may inter alia include- Immovable property in their names, residential house/ other buildings, if any, in their names, details of bank balances, deposits, investments etc. in their names and any other assets held in their name.• PDA and STA should be registered with Maharashtra Shops and establishment Act 1948 or other mandatory registrations which are statutory in nature as per law.• PDA and STA having complaints before Police and also involved in court cases especially in the matters, which are in deviation to the extant RBI guidelines on and scope of work indicated by the Bank need not apply.• PDA and STA blacklisted by any Bank need not apply for empanelment.• The registration of the PDA and STA shall be at least three years old.• PDA and STA shall have experience of at least three years of experience in handling the assignments with Public Sector Bank(s).• PDA and STA shall have completed at least five assignments successfully with Public Sector Bank(s) earlier.• The firms of PDA and STA shall have a PAN number.• Employees of PDA and STA shall be graduates from any reputed university in India/ Abroad.• PDA and STA shall have a thorough knowledge of the extant RBI guidelines and also instructions/ circulars issued by RBI/ IIBF/ IBA.• The Statutory and regulatory guidelines issued by agencies concerned on PDA and STA from time to time should be adhered.__________________________________3. ELIGIBILITY CRITERIA FOR EMPANELMENT OF RCU/ FI/ DVA (Vendors)• Partnership Firm or a Limited Company, Management Consulting Firms, Firms offering RCU/ FI/ DVA and NBFCs having expertise in RCU/ FI/ DVA, owned by predominantly persons who are Indian Residents, would be eligible.• Vendors should be registered with Maharashtra Shops and establishment Act 1948 or other mandatory registrations with statutory authority as per law.• Vendors working as RCU/ FI/ DVA with Public Sector Banks/ Other Banks.• The Vendors should not been found guilty of misconduct in a professional capacity. The Vendors blacklisted by any Bank need not apply for empanelment.• The vendors having complaints before Police and also involved in court cases especially in the matters, which are in deviation to the extant RBI guidelines on “RCU/ FI/ DVA” and scope of work indicated by the Bank need not apply.• The employees working with Vendors should be HSC or Graduate in any discipline, experience of two years with reasonable analytical ability.• The Vendors should have at least two years of experience in handling RCU/ FI/ DVA. The registration of the Vendors shall be at least two years old.• The Vendors need to submit at least two reference letters and the Bank needs to verify the quality of services provided by the vendor with the referees before empanelling them. The referees shall be from Branch managers of banks/ NBFCs where previously the Vendor had done Verifications. The reference letter shall be on the letterhead of the bank or NBFC which providing the reference.• The Vendors should have infrastructure such as fax, computers, mail connection, scanner, etc.• The Office should be well connected to Railway Station, Bus Station and City Centre.• The firm of RCU/ FI/ DVA shall have PAN number.• The Statutory and regulatory guidelines issued by agencies concerned on RCU/FI/DVA from time to time should be adhered.FIELD INVESTIGATION AGENCIES (FI), RISK CONTAINMENT UNIT (RCU), DOCUMENT VERIFICATION AGENCY (DVA), COLLECTION/ RECOVERY AGENCY (RCA), PRIVATE DETECTIVE AGENCY (PDA), SKIP TRACING AGENCY (STA) who fulfill the above eligibility criteria only shall submit the application)_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________SKIP TRACING JOBS AND TRAININGSkip tracing is an industry term used to describe the process of locating a fugitive or a missing person that can’t be found at their place of residence or usual hangouts. “Skip” refers to the person being searched for (derived from the term “to skip town”) and “tracing” meaning the act of locating the skip.The act of skip tracing is most often used by bail bondsmen, bounty hunters, repossession agents, private investigators, debt collectors, and even journalists. Skip tracing, however, may be performed by a professional — called a skip tracer — who is an expert in this process.HOW IS SKIP TRACING PERFORMED?Skip tracing is performed by collecting information on the individual in question. All information recovered by the skip tracer is analyzed, verified, and used to determine the location of the individual. Skip tracing may involve gathering and analyzing a great deal of information or very little information, both of which have their own set of advantages and disadvantages.Although most skip tracers now head to the Internet to gather information on the whereabouts of individuals, many also employ social engineering, the art of calling on individuals who may have information about the subject.It is the job of the skip tracer to use any number of resources and databases to collect the required information. As such, skip tracing often involves accessing the following:o Phone number databaseso Credit reportso Credit card applicationso Job applicationso Criminal background checkso Loan applicationso Utility billso Public tax informationo Public records databaseso Courthouse recordso Department store loyalty cardso Air travel recordso Driver’s license/vehicle registration departmentsSKIP TRACING AND BOUNTY HUNTINGThe term skip tracing is most often used in the field of bail bonds and bounty hunting, and many bounty hunters and bail bondsmen use the services of skip tracers to help locate individuals who have failed to meet the conditions of their bond. Because of this, skip tracing and bounty hunting are often mistakenly used synonymously.Skip tracing is a unique process, however, and, although it is often a function of bounty hunting, the two actions are distinctly different. In short, bounty hunters can act as skip tracers but skip tracers cannot serve as bounty hunters.Both bail bondsmen and bounty hunters use skip tracing to locate an individual who has skipped bail. Because the defendant who skips bail does not want to be found for fear of being sent to prison (referred to as an intentional skip, versus an unintentional skip, which involves a person who isn’t trying to avoid detection), the job of skip tracing in the bail bonds field can be quite challenging.Skip tracing in bounty hunting involves assessing information on the subject and uncovering facts to help in the apprehension of the fugitive. Using both traditional records and online tools and databases, all the while abiding by federal, state and local laws, such as trespass laws and privacy laws, skip tracers collect evidence and compose reports that are then used by bounty hunters when attempting an apprehension of the fugitive.Skip tracing is not unlike detective work, as it involves scouring databases, understanding where and how to search for information, and following up on leads. Skip tracing professionals conduct interviews, engage in surveillance activities, and assess information about their subject.HOW TO BECOME A SKIP TRACER: JOBS AND TRAININGAlthough there are no formal training requirements for performing skip tracing, professionals who want to learn how to become a skip tracer should make it a priority to learn about state and federal laws regarding everything from surveillance laws to privacy laws. Individuals interested in jobs in skip tracing may also achieve more career opportunities by specializing in a specific area of skip tracing, such as bounty hunting or debt collecting.Many skip tracers receive their training on the job, working for bail bond agencies, private investigation firms, debt collection agencies, etc. A good working knowledge of computer systems and databases is required to achieve success in this profession, as is the ability to communicate well with people.Formal training for skip tracer jobs can be attained through seminars and workshops, which are often offered through professional associations, such as the National Association of Fugitive Recovery Agents and the American Recovery Association Inc. Online seminars in skip tracing are also a popular option for skip tracers and other professionals, such as bounty hunters, debt collectors, and private investigators, who want to learn about the latest online search tools and databases.OPPORTUNITIES FOR SKIP TRACERSA number of industries hire skip tracers as employees, including debt collection agencies, investigative firms, and even law enforcement agencies. However, perhaps just as many skip tracers work as independent contractors, with bounty hunters, bail bondsmen and private investigators using their services as needed.__________________FRAUD PREVENTION AND CONTROLo PROCESS OF FRAUD SAMPLING: ----APPLICATION FRAUD: - An Application for a credit card or loan using details intended to mislead the issuer, or a card or loan obtained by using false information, fake identity over application form can be said to be an application fraud.o To check the credibility of a person, contact point verification, income document verifications & KYC document verifications are the basic methods used.o An applicant may use an altered data in his income documents so as to improve the chances of approval of his application. Consequently, after the approval, the member generally fails to make payments.o The documents that are presented by the applicant at the time of applying for the card or loan may be any of the following: -INCOME DOCS.1. Income Tax Return (ITR) and Financial2. Form 163. Salary Slip / Salary Certificate / Appointment letter4. Credit card Statement of any other Bank he is a card member of Other than these documents.5. LIC policy documentBANK STATEMENTo KYC Docso ID Proof (Passport, DL, Voter ID, PAN, Ration Card etc.)o Address Proof (Passport, DL, Voter ID, PAN, Ration Card, Electricity Bill, Telephone Bill, Water Bill, Rent Agreement, Lease Deed, GPA, Partnership Deed etc.o It is an easily understood fact that alterations into the data of any of these documents or production of fake documents hence improving the profile of the applicant is not a very difficult task to be performed by intentional frauds.o A Fraud can make one or multiple applications to one or several card-issuing banks using false data and variations between applications in order to make some of them pass the bank’s screening process.o Almost all Card or Loan issuing Companies / Banks have contracts with vendors for sourcing their card applications. Since this is an outsourced activity, the types of frauds that we stated earlier / above are often committed by the employees of the vendors as well in order to improve their total number of applications sourced and consequently to meet their targets and get good commissions. Hence Issuers (Banks) often come across cases of application pumping, applications of non-existing persons or addresses.o We hence make attempts in several ways to help strengthen the banks improve the detection of fraudulent applications. Our first and foremost step towards this is to detect fraudulent/ suspicious applications and minimize fraud application losses to the Card Issuer banks / Companies. We use our personal skills/ experience and broad-based approaches to achieve effectiveness in fraud Checks. We pick samples from several applications of the same type of information/ documents and through our discreet /Non-discreet methods of verifications and investigations called fraud samplings to try to detect the fraud applications/ individuals / Sourcing agentso This Process is known as Fraud Sampling.SAMPLE PICK UP: -Executives of RCU or FCU on a daily basis check 100% of the applications received for any products from the banks and select some percentage of the lot, depending over the type of document received for sampling. All the applications that are checked are stamped “F C U Checked” and the ones that are selected for sampling are stamped as “Fraud Sample Picked”. No application without a “fraud sample checked” stamp over it can be sent for further processing in the mailroom of the bank. Besides the executives who review the applications put a chit over the application mentioning the reason sample picked.This chit helps the case to be verified and an action plan to be prepared over it once it is sent to Agency. The premise(s) from where the applications are selected/checked is defined by the bank.__________________Mystery Shopping is a process in which a person visits a retail store, restaurant, bank branch or any such location with the objective of measuring the quality of customer experience.Many companies define detailed processes and parameters to ensure that customers will have a good experience in their sales locations. Some examples are:How customers will be greetedo What is the maximum acceptable waiting timeo What should be the temperature of the facilityo How many products should be on display etc.To ensure that these processes are followed, these companies hire Mystery Shopping Companies to conduct regular audits on their locations.The mystery shopping companies (also called Mystery Shopping Agencies) find people who match the target customer profile, provide them a questionnaire for recording their experience, and provide some training on how to measure various parameters. This person is called a Mystery Shopper. These mystery shoppers then visit the location pretending to be a customer and make careful note of things they have been asked to measure. The data is reported to the mystery shopping company, who compiles and analyzes data gathered from different locations to help their clients measure and improve their customer experience.Mystery shoppers are usually freelancers or people who do this on the side and are paid a fee to conduct each mystery audit. If the audit involves purchasing or consuming anything - the mystery shoppers are usually provided a full or partial reimbursement of the money they spend as well._______________________- Initiating Seeding and Mystery Shopping activities.- Conducting various Agency audits including Collection Agency, FI Agency, RCU Agency, etc.- Monitoring the operations of the staff and recommending corrections for improvement.- Valuation of the fraud and assisting in the recovery.- The audit process includes Merchant Visits.- Receipt verification and data analysis from the MIS received.- Report preparation and retail client visits.___________________VERIFICATION OF APPLICATIONS SUBMITTED FOR CONSUMER BANK –ASSETS FOR IDENTIFYING AND MITIGATING FRAUDS PRIOR TO DISBURSEMENT.o Coordination and Monitoring of Verification agency for sampling activities done by the Agencyo Co-ordination with Credit Managers of various products for running daily operations smoothly.o Audit of the collection agencyo Any other activity assigned pertaining to RCU of Consumer Bank - Assetso MIS preparation and co-ordination with Head Officeo Supervising Ahmedabad and Rajkot RCU-RA activitiesTHE MEASURABLE WILL BE –o Control application Frauds by ensuring sampling efficiency at defined sampling percentageso Ensure optimum fraud hit rates with a sharp focus on document and profile related frauds.o Frauds prevented by sampling/screening processo Recovery cross-checks and agency controlso Quality of investigation and root cause analysiso Maintenance of TAT__________________________THE ROLE OF RISK CONTAINMENT UNIT (RCU) –CONSUMER BANKING AS A DEPARTMENT IS BROADLY CATEGORIZED INTO THE FOLLOWING:o Data Intelligence Team also known as Control team send alerts/ reports related to breach of bank defined limits/ suspicious trxn/ regulatory violations etco Pre A/C Opening Check / Verification on a sample basiso Onsite Process Support Visits for ensuring adherence to process.o Analytics for monitoring suspect transactionso Offsite monitoring via Compliance Certificate to confirm compliance to Regulatory items/ Processes/ Systems/ Controls by RL Branches.o Loss Data Management – Unusual Evento Case Management for Incidentso Investigation & Root Cause Analysis of fraud/dispute caseso Third-Party Product Analytics to ensure that the process of sale and product sold are right and suit the customer’s profile.o Analysis of Direct Banking Fraud Trends & Investigation/Action to be taken for limiting the risks.o Collection Receipt / Settlement Cases Calling on a random sampling basis to customers in order to confirm the genuineness of the receipts provided in records.o Agency Audit is conducted to check process adherence._____________________o Develop and sustain a system for Fraud identification, monitoring, investigating, reporting in order to minimize fraud losses and ensure timely recovery of fraud-related claims.o 100% screening & Sampling of Mortgage application based on scientific triggers.o Conducting end to end fraud document & profile investigation to reach out to fraud perpetratoro Weeding out negative elements (application /DSEs/companies) from the systemo Handling a team samplers for various risk control activitieso Cross-checking of FI reports & sharingo Cross-checking the authenticity & quality of RCU agency reports and vendor managemento DMA & DME pre empanelment market checks.o Continuous feedback to the policy team for updating the policy.o Audit & training of all the associated agencies viz., Direct Marketing Associates, Connectors, Collection agencies, Courier agencies, etc and report sharing with Business teams to align the process & system at our outsourced channels_____________________________BANK STATEMENT VALIDATION AND VERIFICATION WITH CONCERNED BANKo Criminal Records Checko Financial Competency Checko Financial Documents Checko Stability Checko Background Verification Checko Passport Checko All other Documents Authentication_________________________JOB ROLEo Verification of applications submitted for Home Loan / LAP Loan for identifying and mitigating frauds prior to disbursemento Coordination and Monitoring of Verification agency for sampling activities done by the Agencyo Co-ordination with Credit Managers of various products for running daily operations smoothlyo Audit of the collection agencyo Any other activity assigned pertaining to RCUo MIS preparation and co-ordination with Head Officeo Supervising RCU-RA activitiesTHE MEASURABLE WILL BEo Control application Frauds by ensuring sampling efficiency at defined sampling percentageso Ensure optimum fraud hit rates with a sharp focus on document and profile related fraudso Frauds prevented by sampling/screening processo Recovery cross-checks and agency controlso Quality of investigation and root cause analysiso Maintenance of TA__________________________BUSINESS VERTICALS: FRAUD & RISK CONTROLFRAUD & RISK CONTROL UNIT (FRC)ACTIVITIES CONDUCTED UNDER PFRC UNIT ARE AS BELOWEMPLOYEE BACKGROUND CHECKI. ADDRESS CHECKWe visit the stated address and verify whether the candidate is staying there. Details are confirmed through the neighbors and contacted person of the stated addressII. EDUCATION CHECKWe verify the same through direct contact with the authorized person/s in the student records department of the relevant educational institutionsIII. EMPLOYMENT CHECKWe check the duration of work, Designation, Salary, Reason of Exit, and any breach of contract been done by the candidate. We verify this information form HR unit/ reporting authority of the particular Company where candidate was employed previouslyIV. REFERENCE CHECKWe contact with the references provided and check the genuinely/ Integrity/ social background of the candidateV. CRIMINAL BACKGROUND CHECKWe verify the presence or absence of any criminal records through the police station whose jurisdiction the stated address of the candidate comes underVI. GLOBAL DATABASE CHECKWe identify any sanctions, debarments, disciplinary records and compliance violations (India / Global) through Data-BaseVII. DRUG TESTWe visit client premises to collect the required samples and check for the presence of the specified drugs. The findings are corroborated with a report from the laboratory________________________________RCU (RISK CONTAINMENT UNIT - RCU) ServicesI. SCREENING & SAMPLING PROCESSThis is Pre – Sanction activity done for Various Retail loan products and in this we do screening of 100% files logged in, and look for any subspecies documents/ profile. We collect the samples of those documents up to the prescribed percentage of logged-in files for Verification and detailed report with findings is submitted in agreed Turnaround timeII. DOCUMENT VERIFICATIONWe verify the authenticity of KYC/ Income and other documents with the issuing authorities which could be the registrar, the hospital, Passport office, and other concerned authorities and highlight any mismatch or discrepancy detected (during verification) between the details mentioned on the document and that found in the authority_________________________SEEDING & MYSTERY SHOPPINGSEEDING & MYSTERY SHOPPING IS AN ACTIVITY CONDUCTED TO CHECKo Customer identification process followed by respective Units / Associateso Apparatus, equipment, and infrastructure employed for conducting Activitieso Sacrosanctity of services and approach, the process being conducted by Units / AssociatesDEALER STOCKYARD AUDITDEALER STOCKYARD AUDIT IS AN ACTIVITY CONDUCTED TO CHECKo To identify or Analyze the Utilization of Funding done by Bank’s / Financial Institute to Dealer’s for their working Capitalo Analysis & Tracking of physical stock available at the stockyard, stock in transit and sold Stocko Re-finance for new additional stockINVESTIGATIONINVESTIGATION IS A DESK CHECK & FIELD CHECK CONDUCTED TO FIND OUTo The correctness of Documents or Information Provided by any Applicanto Checking of his background & Involvement in political/ illegal activityo Cross-checking his criminal backgroundo Checking of relationship with business associates of Customero Checking of his Lifestyle with connection to his monthly earningo Previous Employer Feedback checking on his integrity