ontents - National Skill Development Corporation · PC8. ensure that potential customers fully...

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Qualifications Pack: Microfinance Executive

Contents 1. Introduction and Contacts..…………. P1

2. Qualifications Pack……………............ P2

3. Glossary of Key Terms …………..….…. P3

4. OS Units……………………..……..……...…. P5

5. Nomenclature for QP & OS…..…...... P34

6. Assessment Criteria for each NOS… P36

➢ OS describe what

individuals need to do, know and understand in order to carry out a particular job role or function

➢ OS are performance

standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding

BFSI Sector Skill Council of India, PS-26, 2nd Floor, P. J. Towers, Dalal Street, Mumbai – 400 001 Email: [email protected]

SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)

SUB-SECTOR: LENDING

OCCUPATION: Microfinance Operations

REFERENCE ID: BSC/Q2401

ALIGNED TO: NCO-2015/ 3312.0100

Brief Job Description: Microfinance Executive is responsible for selling micro-

loans, micro-savings, micro-insurance and micro-pensions, predominantly, to

the financially excluded. The individual at work identifies potential customer

groups, evaluates potential locations, sources potential customers, assists in

application and loan disbursement process, and collects fees and installments.

Personal Attributes: The job requires the individual to be self-driven to work

in the field and capable of handling multiple situations pertaining to micro-

finance delivery and customer service.

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR BFSI INDUSTRY

mailto:[email protected]

Qualifications Pack For Microfinance Executive

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Qualifications Pack Code BSC/Q2401

Job Role Microfinance Executive Credits(NSQF) TBD Version number 1.0

Sector BFSI Drafted on 05/06/16

Sub-sector Lending Last reviewed on 25/10/17

Occupation Microfinance Operations Next review date 30/10/20

NSQC Clearance on DD/MM/YYYY

Effective date from NA

Job Role Microfinance Executive

Role Description Evaluate potential locations, identify and source potential customer groups, assist in application and loan disbursement process, and collect fees and installments

NSQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

3

10th pass

Not Applicable

Prerequisite License or Training Not Applicable

Minimum Job Entry Age 18 years

Experience Not Applicable

Applicable National Occupational

Standards (NOS)

Compulsory: 1. BSC/N2401 Source micro-finance customers 2. BSC/N2402 Assist with micro-finance application process 3. BSC/N2403 Disburse micro-finance loan 4. BSC/N2404 Collect receivables and follow-up 5. BSC/N9901 Communicate effectively and maintain

customer-centric service orientation 6. BSC/N9903 Maintain integrity and ethics 7. BSC/N9904 Focus on teamwork

Performance Criteria As described in the relevant OS units

Job

Det

ails

Qualifications Pack Microfinance Executive

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Keywords /Terms Description

Core Skills/Generic Skills

Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the NOS, these include communication related skills that are applicable to most job roles.

Function

Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of NOS.

Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organization.

Knowledge and Understanding

Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard.

National Occupational Standards (NOS)

NOS are Occupational Standards which apply uniquely in the Indian context

Occupation Occupation is a set of job roles, which perform similar/related set of functions in an industry.

Organisational Context Organisational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.

Performance Criteria Performance Criteria are statements that together specify the standard of performance required when carrying out a task.

Qualifications Pack(QP)

Qualifications Pack comprises the set of NOS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code.

Qualifications Pack Code

Qualifications Pack Code is a unique reference code that identifies a qualifications pack.

Scope Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required.

Sector Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.

Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.

Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.

Def

init

ion

s

Qualifications Pack Microfinance Executive

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Keywords /Terms Description

BC Business Correspondent

BF Business Facilitator

HR Human Resources

IPR Intellectual Property Rights

NSQF National Skills Qualifications Framework

QP Qualifications Pack

OS Occupational Standards

POS Point-of-Sale

SOP Standard Operating Procedure

TAT Turnaround Time

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities.

Acr

on

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BSC/N2401 Source micro-finance customers

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Overview

This unit is about sourcing customers for micro-finance loans as well as any other products such as micro-insurance or micro-pension.


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Unit Code BSC/N2401

Unit Title (Task)

Source new customers

Description This OS unit is about sourcing customers for micro-finance loans as well as any other products such as micro-insurance or micro-pension

Scope This unit/task covers the following:

• Assign an area for sourcing clients

• Acquire potential clients

• Resolve queries and cross-sell

• Perform general administrative work

Range: Hand-held POS devices, Computer – MSOffice & Internet

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria Assigning an area for sourcing clients

To be competent, the user/ individual must be able to: PC1. know the territory assigned and identify customer groups by economic

activity of the territory PC2. survey the given territory and assess business potential, keeping the

requirements of eligibility of target customers as per company norms and the various statutory regulations in mind

Acquiring potential clients

To be competent, the user/ individual must be able to: PC3. organise group meetings in association with local panchayats or local

government bodies PC4. distribute pamphlets with product details PC5. conduct initial discussions with potential clients to understand their financial

needs PC6. form small borrower groups by economic activity or common borrowing

needs PC7. explain the micro-finance process, loan amounts and repayments as well as

group responsibilities

Resolving queries and cross selling

To be competent, the user/ individual must be able to: PC8. ensure that potential customers fully understand all aspects of the micro-

finance process and responsibilities PC9. educate the customers on the benefits of micro-finance, interest rates, fees

and charges PC10. sell other products such as insurance and pension schemes, both private and

public, as per company’s policy

Performing general administrative work

To be competent, the user/ individual must be able to: PC11. update details of customers acquired and their status into the information

systems/ records PC12. prepare and submit periodic reports on status of acquired customers to

supervisor/ manager PC13. discuss and set revenue/ account targets with supervisor/ manager, as per

company’s policy PC14. prepare reports on targets achieved and review future target PC15. prepare status reports on defaults, insurance claims, etc.

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Knowledge and Understanding (K)

A. Organizational Context (Knowledge of the company / organization and its processes)

The individual on the job needs to know and understand: KA1. company’s vision, mission, background and history KA2. company’s operating environment and organisation structure KA3. company’s personnel management and incentives rules KA4. company’s rules related to sexual harassment and gender equality KA5. company’s pricing and discount policies KA6. standard operating procedure (SOP) for micro-finance KA7. importance of the individual’s role in the workflow KA8. reporting structure

B. Technical Knowledge

The individual on the job needs to know and understand: KB1. types and features of products and services offered to target customers KB2. company’s guidelines for delivering marketing merchandise and marketing

procedures KB3. micro-finance regulations, standard code of conduct and self-regulatory

associations such as mfin and sa-dhan KB4. group dynamics, income, health and age profiling KB5. economic/ livelihood activities of the designated territory and markets

associated KB6. typical loan amounts, tenure and propensity to pay KB7. types of documents required for applications including KYC forms, acceptable

identity and address proofs and other supporting documents KB8. risks associated with various products and compliance procedures KB9. types of customer segments and their suitability to products offered KB10. methods to map prospective customer’s needs to products offered by

company KB11. procedures for assisting customers with application forms and processing

policies KB12. security procedures for handling customer information KB13. routes and schedules for visiting field areas assigned KB14. products offered by other financial providers including other micro-finance

institutions, banks, NBFCs, money lenders, etc. KB15. maintenance and operating procedure for using equipment provided by bank

such as Point-of-Sale (POS) machines, computers, etc. KB16. operating procedure to update status of leads, prospective customers, as per

company’s policy KB17. procedure for digitally updating customer details, if required KB18. marketing techniques when hosting group meetings KB19. factors that impact the creditworthiness of the customer KB20. basic economic, accounting and financial concepts such as interest rates,

profit & loss, etc.

Skills (S)

A. Core Skills/ Generic Skills

Reading Skills

The user/individual on the job needs to know and understand how to: SA1. read and understand circulars and guidelines of the organisation and relate to

regulatory guidelines


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SA2. read and verify authenticity of documents submitted by potential customers SA3. read and explain terms and conditions of micro-finance products SA4. read standard script for sourcing clients

Writing Skills

The user/individual on the job needs to know and understand how to: SA5. prepare reports and/or summary on status of leads SA6. prepare reports, profiles, and summary of customers sourced SA7. fill in forms and documents

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to: SA8. listen to customers and be able to structure most suited micro-finance

products that are pertinent to their requirements SA9. communicate clearly with customer using language that the individual

understands SA10. communicate and share knowledge with peers and supervisor

B. Professional Skills

Decision Making

The user/individual on the job needs to know and understand how to: SB1. form customer/ SH groups SB2. make clear, logical decisions and portray confidence to customers

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. plan appointments with prospective customers SB4. be prepared with plans prior to meeting SB5. organise work and time in order to maximise productivity SB6. adapt to sudden change in plan or anticipated environment

Customer Centricity

The user/individual on the job needs to know and understand how to: SB7. treat customer’s personal information as confidential SB8. work for upholding customer’s best interests SB9. avoid corrupt or illegal dealings

Problem Solving

The user/individual on the job needs to know and understand how to: SB10. address problems arising either due to customer non-cooperation or

administrative fault and escalate unresolved concerns SB11. seek clarification on certain problems with other team members, if necessary

Analytical Thinking

The user/individual on the job needs to know and understand how to: SB12. assess customers’ financial status and understand their financial capacity to

repay loans on offer SB13. draw insights from prospective customer interaction and refine marketing as

well as client servicing techniques

Critical Thinking

The user/individual on the job needs to know and understand how to: SB14. pay attention to detail while handling customer interactions


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NOS Version Control

NOS Code BSC/N2401

Credits(NSQF) TBD Version number 1.0

Industry BFSI Drafted on 05/06/16

Industry Sub-sector Lending Last reviewed on 25/10/17


BSC/N2402 Assist with micro-finance application process --------------------------------------------------------------------------------------------------------------------

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Overview

This unit is about assisting customers with the application process for opening micro-finance loan and related product accounts.

BSC/N2402 Assist with micro-finance application process

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Unit Code BSC/N2402

Unit Title (Task)

Assist with micro-finance application process

Description This OS unit is about assisting customers with the application process for opening micro-finance loan and related product accounts


• Obtain requisite documents

• Verify documents

• Maintain records

• Perform general administrative work



Element Performance Criteria Obtaining requisite documents

To be competent, the user/ individual must be able to: PC1. obtain all KYC related documents from client PC2. obtain all biometric inputs of customers into the designated IT systems PC3. assist with filling in the application form PC4. go back for any missing information or document, if required PC5. obtain credit rating, as per company’s policy

Verifying documents To be competent, the user/ individual must be able to: PC6. verify validity of all KYC documents PC7. perform documentation re-check at the NBFC/ micro-finance company PC8. read credit check conducted by team at the branch PC9. pursue referrals enquiring about the past records/ business of the customer

to ensure safety of dealing with customer

Maintaining records To be competent, the user/ individual must be able to: PC10. input all data requirements into the system for verification and approval/

handover application to credit-check team

Performing general administrative work

To be competent, the user/ individual must be able to: PC11. update details of accounts opened and their status into information system

or records PC12. prepare and submit periodic reports on status of acquired customers to

designated superior PC13. discuss and set revenue or account targets with superior, as per company’s

policy PC14. prepare reports on targets achieved and review future target PC15. follow proper procedures as laid down by the bank in handling sensitive and

confidential customer information


A. Organizational Context

(Knowledge of the

company /

organization and

The individual on the job needs to know and understand: KA1. company’s vision, mission, background and history KA2. company’s operating environment and organisation structure KA3. company’s personnel management and incentives rules KA4. company’s rules related to sexual harassment and gender equality

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its processes) KA5. company’s pricing and discount policies KA6. standard operating procedure (SOP) for micro-finance KA7. importance of the individual’s role in the workflow KA8. reporting structure


The individual on the job needs to know and understand: KB1. types and features of products and services offered to target customers KB2. micro-finance regulations, standard code of conduct and self-regulatory

associations such as mfin and sa-dhan KB3. legal bindings of undertaking micro-finance activities in India and procedure

laid down for micro-lending by NBFC and micro-finance company KB4. list of documents required for applications including KYC forms, acceptable

identity and address proofs and other supporting documents KB5. risks associated with various products and compliance procedures KB6. types of customer segments and their suitability to products offered KB7. procedures for assisting customers with application forms and processing

policies KB8. security procedures for handling customer information KB9. procedure for digitally updating customer details, if required KB10. factors that impact the creditworthiness of the customer KB11. basic economic, accounting and financial concepts such as interest rates,

profit & loss, etc.

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/individual on the job needs to know and understand how to: SA1. read and understand circulars and guidelines of the organisation and relate to

regulatory guidelines SA2. read and verify authenticity of documents submitted by potential customers SA3. read and explain terms and conditions of micro-finance products SA4. read standard script for sourcing clients

Writing Skills

The user/individual on the job needs to know and understand how to: SA5. prepare reports and/or summary on status of leads SA6. prepare reports, profiles, and summary of customers sourced SA7. fill in forms and documents


The user/individual on the job needs to know and understand how to: SA8. listen to customers and be able to structure most suited micro-finance

products that are pertinent to their requirements SA9. communicate clearly with customer using language that the individual



Decision Making

The user/individual on the job needs to know and understand how to: SB1. assist in gathering alternative proofs of KYC documents required SB2. make clear, logical decisions and portray confidence to customers


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Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. prioritize and execute tasks within scheduled time limits SB4. adjust according to changing requirements and achieve individual goals SB5. be a team player and achieve joint goals

Customer Centricity

The user/individual on the job needs to know and understand how to: SB6. treat customer’s personal information as confidential SB7. work for upholding customer’s best interests SB8. avoid corrupt or illegal dealings

Problem Solving

The user/individual on the job needs to know and understand how to: SB9. address problems arising either due to customer non-cooperation or

administrative fault and escalate unresolved concerns SB10. seek clarification on certain problems with other team members, if necessary

Analytical Thinking

The user/individual on the job needs to know and understand how to: SB11. avoid common mistakes in filling forms by educating customers on how to fill

certain information as required on the form

Critical Thinking



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NOS Version Control

NOS Code BSC/N2402





BSC/N2403 Disburse microfinance loan

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Overview This unit is about facilitating micro-loan disbursal after it has been sanctioned.


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Unit Code BSC/N2403

Unit Title (Task)

Disburse microfinance loan

Description This OS unit is about facilitating micro-loan disbursal after it has been sanctioned Scope This unit/task covers the following:

• Check status of loan application

• Sign the documents and disburse loans



Element Performance Criteria Checking status of loan application

To be competent, the user/ individual must be able to: PC1. check status of loan application from credit check team PC2. inform customer if loan has been approved

Signing documents and disbursing loans

To be competent, the user/ individual must be able to: PC3. assist customers to come to the branch to complete formalities PC4. ensure the disbursement of loan within stipulated time period


A. Organizational Context (Knowledge of the company / organization and its processes)

The individual on the job needs to know and understand: KA1. company’s operating environment KA2. company’s personnel management and incentives rules KA3. company’s rules related to sexual harassment and gender equality KB4. standard operating procedure (SOP) for microfinance KA5. importance of the individual’s role in the workflow KA6. reporting structure and escalation mechanism KA7. company’s policy on maintaining inactive accounts


The individual on the job needs to know and understand: KB12. types and features of products and services offered to target customers KB13. micro-finance regulations, standard code of conduct and self-regulatory

associations such as mfin and sa-dhan KB14. legal bindings of undertaking micro-finance activities in India and procedure

laid down for micro-lending by NBFC and micro-finance company KB15. parameters important for customers to obtain good credit scores KB16. modes of disbursal and repayments available to customer KB17. risks associated with various products and compliance procedures KB18. types of customer segments and their suitability to products offered KB19. procedures for assisting customers with application forms and policies KB20. signing policy of the company for loan disbursal KB21. security procedures for handling customer information KB22. procedure for digitally updating disbursal details, if required KB23. factors that impact the creditworthiness of the customer KB24. basic economic, accounting and financial concepts such as interest rates,

profit & loss, etc.

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Skills (S)

A. Core Skills/ Generic Skills

Reading Skills

The user/individual on the job needs to know and understand how to: SA1. read and understand organisational and regulatory guidelines SA2. read and understand status of application

Writing Skills

The user/individual on the job needs to know and understand how to: SA3. prepare reports and summary of the documents for review


The user/individual on the job needs to know and understand how to: SA4. communicate clearly with the customer using language that the individual

understands SA5. share knowledge with peers and superiors


Decision Making

The user/individual on the job needs to know and understand: SA6. when to approach customer for completing loan disbursal process

Plan and Organize

The user/individual on the job needs to know and understand how to: SA7. prioritise and execute tasks within the scheduled time limits SA8. adjust according to changing requirements in the field

Customer Centricity

The user/individual on the job needs to know and understand how to: SA9. treat customers’ personal information as confidential SA10. work for best interests of the customers SA11. refrain from corrupt and illegal dealings

Problem Solving

The user/individual on the job needs to know and understand how to: SB12. resolve problems arising from either technical issues, administration related

issues and escalate those that cannot be resolved

Analytical Thinking

The user/individual on the job needs to know and understand how to: SB13. Correlate with credit checks reports of internal team before disbursing loans

Critical Thinking



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NOS Version Control

NOS Code BSC/N2403





BSC/N2404 Collect receivables and follow-up

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Overview This unit is about providing support and on-going services to customers who have opened an account.


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Unit Code BSC/N2404

Unit Title (Task)

Collect receivables and follow-up

Description This OS unit is about providing support and on-going services to customers who have opened an account


• Follow-up and collect any loan repayments, fees and charges

• Update settlements

• Report fraud



Element Performance Criteria Following-up and collecting any loan repayments, fees and charges

To be competent, the user/ individual must be able to: PC1. ensure that collection process and legal guidelines are adhered to PC2. conduct biometric verification of all those present to record attendance at

group meetings PC3. report to branch, deposit all cash collected and sign-off on the drop PC4. perform all accounting formalities for cash collected PC5. interact with different teams at appropriate verticals and if required engage

them collections PC6. follow-up and recovery of overdue from the defaulter/ debtors

Updating settlements

To be competent, the user/ individual must be able to: PC7. update settlement details, if any, for loan repayments collected PC8. recommend doubtful overdue cases for writing off in coordination with credit

department

Reporting frauds

To be competent, the user/ individual must be able to: PC9. seek proof of insurance in case of theft or loss of cash and report to senior

management

PC10. report any fraudulent activity in the field to vigilance

PC11. recommend policy initiatives

PC12. follow up with legal cell for any legal actions taken on non-recoverable(s)


A. Organizational Context

(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s operating environment and policy for collection KA2. company’s personnel management and incentives rules KA3. company’s rules related to sexual harassment and gender equality KA4. company’s pricing and discount policies KA5. standard operating procedure (SOP) guidelines for performing

correspondent’s and facilitator’s function KA6. importance of the individual’s role in the workflow KA7. reporting structure and dispute redress mechanism


The individual on the job needs to know and understand: KB1. identification of signs of fraudulent activities in micro-finance KB2. fraud prevention and reporting methods

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KB3. options for legal actions that may be required for non-recovery cases KB4. security procedures for handling customer information KB5. operating procedure to update status of receivables and recoveries KB6. procedure for digitally updating customer details, if required KB7. factors that impact the creditworthiness of the customer KB8. basic economic, accounting and financial concepts such as interest rates,

profit & loss, etc. KB9. basic accounting techniques for recording transactions, as per company’s

policy

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/individual on the job needs to know and understand how to: SA1. read and understand organisational and regulatory guidelines SA2. read terms and conditions of customer contracts

Writing Skills

The user/individual on the job needs to know and understand how to: SA3. prepare reports and summary of documents for review SA4. prepare customer follow-up status reports


The user/individual on the job needs to know and understand how to: SA5. listen to customers and be able to offer service support that are pertinent to

their requirements SA6. communicate clearly with customer using language that the individual



Decision Making

The user/individual on the job needs to know and understand how to: SB1. when to initiate action against fraud or non-recoverable dues

Plan and Organize

The user/individual on the job needs to know and understand how to: SB2. be prepared with documents and instructions prior to meeting SB3. adjust according to changing requirements in the field SB4. organise work and time in order to maximise productivity

Customer Centricity

The user/individual on the job needs to know and understand how to: SA5. treat customers’ personal information as confidential SA6. work for best interests of the customers SA7. refrain from corrupt and illegal dealings

Problem Solving

The user/individual on the job needs to know and understand how to:


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SB8. resolve problems arising from either technical issues, administration related issues and escalate those that cannot be resolved

Analytical Thinking

The user/individual on the job needs to know and understand how to: SB9. analyse reasons for default and likely/ extent of probable default rate

Critical Thinking



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NOS Version Control

NOS Code BSC/N2404





BSC/N9901 Communicate effectively and maintain customer-centric service orientation

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Overview This unit is about communicating effectively with customers, superiors and colleagues in order to achieve a smooth workflow and maintaining customer-centric service orientation in order to achieve greater client engagement and higher customer satisfaction


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Unit Code BSC/N9901

Unit Title (Task)

Communicate effectively and maintain customer-centric service orientation

Description This OS unit is about communicating effectively with customers, superiors and colleagues in order to achieve a smooth workflow and maintaining customer-centric service orientation in order to achieve greater client engagement and higher customer satisfaction


• Communicate with BFSI customers and colleagues

• Maintain service orientation

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria Communicating with BFSI customers and colleagues

To be competent, the user/ individual must be able to: PC1. practice good listening, speaking and personal presentation PC2. address escalated customer concerns with poise and educate colleagues on

good practices in customer handling PC3. teach colleagues to be sensitive to: language, gender, cultural and social

differences in addressing customers, superiors and colleagues PC4. clearly communicate work output requirements, targets, performance

indicators, incentives and give feedback on work performance with positive attitude

PC5. train staff to cooperate, coordinate, and collaborate to achieve shared goals

Maintaining service

orientation

To be competent, the user/ individual must be able to: PC6. organize regular feedback collection as per company’s SOP PC7. address problems by quick decision making PC8. train staff to aim to gain customer loyalty and satisfaction PC9. promote clarity, honesty and transparency in dealing with customers and

colleagues PC10. educate team on adverse consequences of avoid mis-selling and misinforming PC11. maintain focus on enhancing brand value of company through superior

customer service


A. Organizational

Context

(Knowledge of the

company /

organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on HR and personnel management KA2. company’s rules related to sexual harassment and gender equality KA3. company’s reporting structure KA4. company’s documentation policy KA5. company’s customer profile and service standards KA6. company’s policy on regulatory compliance

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BSC/N9901 Communicate effectively & maintain customer-centric service orientation

26


The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in

different departments KB2. significance of team coordination to achieve revenue and productivity targets

of the organisation KB3. the use of computer or handheld device to communicate effectively and

productively KB4. significance of helping colleagues with specific issues and problems KB5. importance of meeting quality and time standards as a team KB6. how to practice effective listening KB7. communicate effectively with customers KB8. importance of documenting customer interactions as per SOP KB9. effective use of voice tone and pitch for communication KB10. how to demonstrate ethics and convey discipline to the customers KB11. how to build effective working relationship with mutual trust and respect

within the team KB12. importance of dealing with grievances effectively and in time KB13. service benchmarks and specified regulatory standards KB14. significance of treating customers with respect and in a professional manner KB15. importance of gaining customer satisfaction KB16. methods of engaging with the customers effectively and professionally KB17. ways to improve company’s customer satisfaction rating KB18. prevailing market standards of customer satisfaction KB19. standard operating procedure (SOP) for service delivery KB20. the variety of common and unscheduled requests to expect KB21. significance of being transparent and courteous under all circumstances

involving customer interaction without losing composure KB22. geographical variations of spoken languages

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/ individual on the job needs to know and understand how to: SA1. read company policy and standard work-related documents SA2. read emails and letters

Writing Skills

The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to interactions SA4. write mails and memos


The user/ individual on the job needs to know and understand how to: SA5. interact with team members to work efficiently SA6. communicate effectively with superior to achieve smooth workflow SA7. communicate effectively with the customers to build a good rapport with

them SA8. use language that the customer or colleague understands


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SA9. use the communications systems of the company, e.g., telephone, fax, public announcement systems

SA10. E-mail and use Internet for communicating SA11. use of audio-visual aids to communicate complex issues


Decision Making

The user/ individual on the job needs to know and understand how to: SB1. spot and communicate potential areas of disruptions to work process and

report the same SB2. report to supervisor and/or deal with a colleague individually, depending on

the type of concern

Plan and Organize

The user/ individual on the job needs to know and understand how to: SB3. prepare a list of things to discuss with colleague and superior for

comprehensive discussions SB4. prepare or keep a list of ‘frequently asked question’ when handling customer

queries SB5. address specific queries of privileged or ‘High Net-worth’ customers on

priority SB6. complete task on time using proper software aids

Customer Centricity

The user/ individual on the job needs to know and understand how to: SB7. make the customer comfortable by communicating effectively to complete

service requests SB8. address queries and concerns in a calm and collected manner SB9. escalate customer concerns that are beyond the scope of handling

Problem Solving

The user/ individual on the job needs to know and understand how to: SB10. resolve interpersonal issues with superiors and colleagues by communicating

in time, in order to achieve smooth workflow SB11. coordinate with different departments and multi-task as necessary SB12. contribute to quality of team work and achieve smooth workflow SB13. share work load as required SB14. delegate work in consultation with superior or as necessary instead of

allowing work to pile up SB15. troubleshoot basic technical problems

Analytical Thinking

The user/ individual on the job needs to know and understand how to: SB16. analyse communication patterns with colleagues and customers to improve

outcomes and deal with situations SB17. understand the performance of the computer or device and avoid opening

too many applications to avoid device hanging problem


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Critical Thinking

The user/ individual on the job needs to know and understand how to: SB18. improve work processes by interacting with others and adopting best

practices SB19. resolve recurring inter-personal or system related conflicts with colleagues

that hinder customer service SB20. act upon constructively on any problems as pointed by customers SB21. handle personality clashes effectively SB22. get antivirus installed in your device to prevent data and software from any

malware or software virus


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NOS Version Control

NOS Code BSC/N9901





BSC/N9903 Maintain integrity and ethics

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Overview This unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour.


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Unit Code BSC/N9903

Unit Title (Task)

Maintain integrity and ethics

Description This OS unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour


• Maintain integrity of transactions and ensure data security

• Practice ethical behaviour


Element Performance Criteria

Maintaining integrity

of transactions and

ensuring data

security

To be competent, the user/ individual must be able to: PC1. refrain from indulging in unfair trade and/or corrupt practices PC2. maintain records meticulously as per company’s policy, follow prescribed

rules and regulations and ensure transparent dealings PC3. avoid using company’s funds, property or resources for undertaking personal

activities PC4. protect customer’s information and avoid IP infringement PC5. protect data and information related to business or commercial decisions

Practising ethical

behaviour

To be competent, the user/ individual must be able to: PC6. avoid misrepresentation or misinformation PC7. demonstrate and practice ethics in day-to-day processes and dealings with

customers and colleagues PC8. avoid defaming products and services of companies in competition PC9. consult supervisor or senior management when in situations that may require

differentiating between ethical and unethical


A. Organizational

Context (Knowledge of the company / organization and its processes)

The user/individual on the job needs to know and understand:

KA1. company’s policies on use of language KA2. company’s Human Resources policies KA3. company’s rules related to sexual harassment and gender equality KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s customer profile


The user/individual on the job needs to know and understand:

KB1. company’s code of conduct and business ethics KB2. IPR law and regulation in India

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KB3. company’s code of conduct and ethics

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The individual on the job needs to know and understand how to: SA1. read company policy documents and work-related documents SA2. read emails

Writing Skills

The individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to job requirement


The individual on the job needs to know and understand how to: SA4. interact with team members to work efficiently SA5. communicate effectively with the customers about information security and

building trust


Decision Making

The individual on the job needs to know and understand how to: SB1. take appropriate action in a vulnerable situation

Plan and Organize

The individual on the job needs to know and understand how to: SB2. plan and organise steps/ actions as per company’s guidelines, if any fraud is

noticed in the company

Customer Centricity

The individual on the job needs to know and understand how to: SB3. prevent customer information leakage

Problem Solving

The individual on the job needs to know and understand how to: SB4. provide proper advice or guidance to colleagues to deal with sensitive issue in

their department or company

Analytical Thinking

The individual on the job needs to know and understand how to: SB5. basics of what constitutes information infringement SB6. penalties to company or individual on evidence of fraud or law violations

Critical Thinking

The individual on the job needs to know and understand how to: SB7. improve information and assets related safety and adopting best practices SB8. resolve conflicts related to information security by reporting in time


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NOS Version Control

NOS Code BSC/N9903





BSC/N9904 Focus on teamwork

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Overview This unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time.


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Unit Code BSC/N9904

Unit Title (Task)

Focus on teamwork

Description This OS unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time


• Develop healthy team climate


Element Performance Criteria

Developing healthy

team climate

To be competent, the user/ individual must be able to: PC1. share relevant inputs, feedback and insights to build mutual trust

PC2. exchange, defend and rethink ideas

PC3. support team members to accomplish goals

PC4. facilitate group decision making and deal productively with conflict


A. Organizational

Context

(Knowledge of the

company /

organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on HR and personnel management KA2. company’s rules related to sexual harassment KA3. company’s reporting structure KA4. company’s documentation policy KA5. company’s customer profile and service standards KA6. company’s policy on regulatory compliance


The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in

different departments KB2. significance of team coordination to achieve revenue and productivity targets

of the organisation KB3. significance of helping colleagues with specific issues and problems KB4. importance of meeting quality and time standards as a team KB5. how to practice effective listening KB6. how to build effective working relationship with mutual trust and respect

within the team KB7. significance of treating people with respect and in a professional manner KB8. significance of sharing and defending ideas KB9. importance of constructive feedback

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/ individual on the job needs to know and understand how to: SA1. read company policy and standard work-related documents SA2. read emails and letters

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Writing Skills

The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos


The user/ individual on the job needs to know and understand how to: SA5. interact with team members to work efficiently SA6. communicate effectively with team members to achieve smooth workflow SA7. E-mail and use Internet for communicating SA8. use of audio-visual aids to communicate complex issues


Decision Making

The user/ individual on the job needs to know and understand how to: SB1. deal with a colleague individually, depending on the type of concern

Plan and Organize

The user/ individual on the job needs to know and understand how to: SB2. prepare notes of things to be discussed and elicit points discussed after the

meeting

Customer Centricity

The user/ individual on the job needs to know and understand how to: SB3. accomplish goals and targets by supporting team members

Problem Solving

The user/ individual on the job needs to know and understand how to: SB4. spot and communicate potential areas of disruptions to work process and

resolve them SB5. coordinate and cooperate with team members SB6. share work load as required SB7. delegate tasks in terms of work load and skills

Analytical Thinking

The user/ individual on the job needs to know and understand how to: SB8. analyse team member’s behaviour and deal accordingly

Critical Thinking

The user/ individual on the job needs to know and understand how to: SB9. improve work processes by sharing ideas and improvising them SB10. resolve conflicts SB11. handle personality clashes effectively


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NOS Version Control

NOS Code BSC/N9904






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Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] /N0101

Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

9 characters

[Insert 3 letter codes for SSC]

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

Back to top…

[Insert 3 letter code for SSC]


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The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

PMKVY/Old QPs occupations 01 - 15

Lending 16 - 30

Fund Investment and Services 31 - 50

Broking 51 - 60

Payments 61 - 70

BFSI Processing 71 - 80

Common (across sectors) 81 -90

Unused 91 - 98

Generic (NOS) 99

Sequence Description Example

Three letters Industry name BSC

Slash / /

Next letter Whether QP or NOS Q / N

Next two numbers Occupation code 01

Next two numbers OS number 01


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CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: Microfinance Executive Qualification Pack: BSC/Q2401 Sector Skill Council: BFSI

Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each

Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by SSC. 3. Assessment will be conducted for all compulsory NOS, as well as the selected elective/option NOS/ set of NOS. 4. Individual assessment agencies will create unique question papers for theory part for each candidate at each

examination/ training center (as per assessment criteria below) 5. Individual assessment agencies will create unique evaluations for skill practical for every student at each

examination/ training center based on this criterion. 6. To pass the Qualification Pack, every trainee should score a minimum of 50% of aggregate marks to

successfully clear the assessment. 7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualifications Pack.

Compulsory NOS

Total Marks: 700 Marks Allocation

Assessment Outcomes

Assessment Criteria for Outcomes Total

Marks Out of

Theory

Skills Practica

l


PC1. know the territory assigned and identify customer groups by economic activity of the territory

100 100 60 40

PC2. survey the given territory and assess business potential, keeping the requirements of eligibility of target customers as per company norms and the various statutory regulations in mind

PC3. organise group meetings in association with local panchayats or local government bodies

PC4. distribute pamphlets with product details

PC5. conduct initial discussions with potential clients to understand their financial needs

PC6. form small borrower groups by economic activity or common borrowing needs

PC7. explain the micro-finance process, loan amounts and repayments as well as group responsibilities

PC8. ensure that potential customers fully understand all aspects of the micro-finance process and responsibilities

PC9. educate the customers on the benefits of micro-finance, interest rates, fees and charges


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Compulsory NOS


Assessment Outcomes


Marks Out of

Theory

Skills Practica

l

PC10. sell other products such as insurance and pension schemes, both private and public, as per company’s policy

PC11. update details of customers acquired and their status into the information systems/ records

PC12. prepare and submit periodic reports on status of acquired customers to supervisor/ manager

PC13. discuss and set revenue/ account targets with supervisor/ manager, as per company’s policy

PC14. prepare reports on targets achieved and review future target

PC15. prepare status reports on defaults, insurance claims, etc.

100 60 40


PC1. obtain all KYC related documents from client

40 40 20 20

PC2. obtain all biometric inputs of customers into the designated IT systems

PC3. assist with filling in the application form

PC4. go back for any missing information or document, if required

PC5. obtain credit rating, as per company’s policy

PC6. verify validity of all KYC documents

PC7. perform documentation re-check at the NBFC/ micro-finance company

PC8. read credit check conducted by team at the branch

PC9. pursue referrals enquiring about the past records/ business of the customer to ensure safety of dealing with customer

PC10. input all data requirements into the system for verification and approval/ handover application to credit-check team

PC11. update details of accounts opened and their status into information system or records

PC12. prepare and submit periodic reports on status of acquired customers to designated superior

PC13. discuss and set revenue or account targets with superior, as per company’s policy

PC14. prepare reports on targets achieved and review future target

PC15. follow proper procedures as laid down by the bank in handling sensitive and confidential customer information

40 40 20 20


PC1. check status of loan application from credit check team

10 10 10 0 PC2. inform customer if loan has been approved

PC3. assist customers to come to the branch to complete formalities


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Compulsory NOS


Assessment Outcomes


Marks Out of

Theory

Skills Practica

l

PC4. ensure the disbursement of loan within stipulated time period

10 10 10 0


PC1. ensure that collection process and legal guidelines are adhered to

30 30 20 10

PC2. conduct biometric verification of all those present to record attendance at group meetings

PC3. report to branch, deposit all cash collected and sign-off on the drop

PC4. perform all accounting formalities for cash collected

PC5. interact with different teams at appropriate verticals and if required engage them collections

PC6. follow-up and recovery of overdue from the defaulter/ debtors

PC7. update settlement details, if any, for loan repayments collected

PC8. recommend doubtful overdue cases for writing off in coordination with credit department

PC9. seek proof of insurance in case of theft or loss of cash and report to senior management

PC10. report any fraudulent activity in the field to vigilance

PC11. recommend policy initiatives

PC12. follow up with legal cell for any legal actions taken on non-recoverable(s)

30 30 20 10


PC1. practice good listening, speaking and personal presentation

10 10 0 10

PC2. address escalated customer concerns with poise and educate colleagues on good practices in customer handling

PC3. teach colleagues to be sensitive to: language, gender, cultural and social differences in addressing customers, superiors and colleagues

PC4. clearly communicate work output requirements, targets, performance indicators, incentives and give feedback on work performance with positive attitude

PC5. train staff to cooperate, coordinate, and collaborate to achieve shared goals

PC6. organize regular feedback collection as per company’s SOP

PC7. address problems by quick decision making

PC8. train staff to aim to gain customer loyalty and satisfaction

PC9. promote clarity, honesty and transparency in dealing with customers and colleagues


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Compulsory NOS


Assessment Outcomes


Marks Out of

Theory

Skills Practica

l

PC10. educate team on adverse consequences of avoid mis-selling and misinforming

PC11. maintain focus on enhancing brand value of company through superior customer service

10 10 0 10


PC1. refrain from indulging in unfair trade and/or corrupt practices

10 10 10 0

PC2. maintain records meticulously as per company’s policy, follow prescribed rules and regulations and ensure transparent dealings

PC3. avoid using company’s funds, property or resources for undertaking personal activities

PC4. protect customer’s information and avoid IP infringement

PC5. protect data and information related to business or commercial decisions

PC6. avoid misrepresentation or misinformation

PC7. demonstrate and practice ethics in day-to-day processes and dealings with customers and colleagues

PC8. avoid defaming products and services of companies in competition

PC9. consult supervisor or senior management when in situations that may require differentiating between ethical and unethical

10 10 10 0


PC1. share relevant inputs, feedback and insights to build mutual trust

0 0 0 0 PC2. exchange, defend and rethink ideas

PC3. support team members to accomplish goals

PC4. facilitate group decision making and deal productively with conflict

0 0 0 0

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