QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS
FOR BFSI INDUSTRY
 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:
operations@bfsissc.com
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
Introduction
Qualifications Pack: Microfinance Executive
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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 Qualifications Pack For Microfinance Executive

Qualifications Pack Code BSC/Q2401

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

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 19/12/2018
q 19/12/2018

Job Role Microfinance Executive

Role Description
NSQF level
Minimum Educational Qualifications
Maximum Educational Qualifications
Prerequisite License or Training
Minimum Job Entry Age
Experience
Applicable National Occupational
Standards (NOS)
Evaluate potential locations, identify and source potential
customer groups, assist in application and loan disbursement
process, and collect fees and installments
3
10th pass
Not Applicable
Not Applicable
18 years
Not Applicable
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

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 Qualifications Pack Microfinance Executive

Keywords /Terms Description

Core Skills or Generic Skills are a group of skills that are key to learning and
Definitions

Core Skills/Generic working in today's world. These skills are typically needed in any work
Skills environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.
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
Function
of persons. Functions are identified through functional analysis and form the
basis of NOS.
Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organization.
Knowledge and Understanding are statements which together specify the
Knowledge and
technical, generic, professional and organizational specific knowledge that an
Understanding
individual needs in order to perform to the required standard.
National Occupational
NOS are Occupational Standards which apply uniquely in the Indian context
Standards (NOS)
Occupation is a set of job roles, which perform similar/related set of functions
Occupation
in an industry.
Organisational Context includes the way the organization is structured and
Organisational Context how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria are statements that together specify the standard of
Performance Criteria
performance required when carrying out a task.
Qualifications Pack comprises the set of NOS, together with the educational,
Qualifications
training and other criteria required to perform a job role. A Qualifications
Pack(QP)
Pack is assigned a unique qualification pack code.
Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a
Code qualifications pack.
Scope is the set of statements specifying the range of variables that an
Scope individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.
Sector is a conglomeration of different business operations having similar
Sector businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.
Sub-sector is derived from a further breakdown based on the characteristics
Sub-Sector
and interests of its components.
Sub-functions are sub-activities essential to fulfil the achieving the objectives
Sub-functions
of the function.

3
 Qualifications Pack Microfinance Executive
Technical Knowledge is the specific knowledge needed to accomplish specific
Technical Knowledge
designated responsibilities.

Keywords /Terms Description

BC Business Correspondent
Acronyms

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

4
BSC/N2401 Source micro-finance customers
--------------------------------------------------------------------------------------------------------------------

Overview

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

5
 BSC/N2401 Source micro-finance customers
Unit Code BSC/N2401
Unit Title
Source new customers
National Occupational Standard

(Task)
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 To be competent, the user/ individual must be able to:
sourcing clients 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 To be competent, the user/ individual must be able to:
clients 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 To be competent, the user/ individual must be able to:
cross selling 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 To be competent, the user/ individual must be able to:
administrative work 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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BSC/N2401 Source micro-finance customers
Knowledge and Understanding (K)
A. Organizational The individual on the job needs to know and understand:
Context KA1. company’s vision, mission, background and history
(Knowledge of the KA2. company’s operating environment and organisation structure
company / KA3. company’s personnel management and incentives rules
organization and KA4. company’s rules related to sexual harassment and gender equality
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
B. Technical The individual on the job needs to know and understand:
Knowledge 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/ Reading Skills
Generic 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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BSC/N2401 Source micro-finance customers
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

8
BSC/N2401 Source micro-finance customers

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
Occupation Microfinance Operations Next review date 30/10/20

9
BSC/N2402 Assist with micro-finance application process
--------------------------------------------------------------------------------------------------------------------

Overview

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

10
 BSC/N2402 Assist with micro-finance application process
Unit Code BSC/N2402
Unit Title
Assist with micro-finance application process
National Occupational Standard

(Task)
Description This OS unit is about assisting customers with the application process for opening micro-
finance loan and related product accounts
Scope This unit/task covers the following:

 Obtain requisite documents

 Verify documents
 Maintain records
 Perform general administrative work

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

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Obtaining requisite To be competent, the user/ individual must be able to:
documents 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 To be competent, the user/ individual must be able to:
administrative work 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
Knowledge and Understanding (K)
A. Organizational The individual on the job needs to know and understand:
Context KA1. company’s vision, mission, background and history
(Knowledge of the KA2. company’s operating environment and organisation structure
company / KA3. company’s personnel management and incentives rules
KA4. company’s rules related to sexual harassment and gender equality
organization and
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 BSC/N2402 Assist with micro-finance application process
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
B. Technical The individual on the job needs to know and understand:
Knowledge 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/ Reading Skills
Generic 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
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. assist in gathering alternative proofs of KYC documents required
SB2. make clear, logical decisions and portray confidence to customers

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BSC/N2402 Assist with micro-finance application process
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
The user/individual on the job needs to know and understand how to:
SB12. pay attention to detail while handling customer interactions

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 BSC/N2402 Assist with micro-finance application process

NOS Version Control

NOS Code BSC/N2402

Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20

14
BSC/N2403 Disburse microfinance loan
---------------------------------------------------------------------------------------------------------------------

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

15
 BSC/N2403 Disburse microfinance loan
Unit Code BSC/N2403
Unit Title
Disburse microfinance loan
National Occupational Standard

(Task)
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

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

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Checking status of To be competent, the user/ individual must be able to:
loan application PC1. check status of loan application from credit check team
PC2. inform customer if loan has been approved
Signing documents To be competent, the user/ individual must be able to:
and disbursing loans PC3. assist customers to come to the branch to complete formalities
PC4. ensure the disbursement of loan within stipulated time period
Knowledge and Understanding (K)
A. Organizational The individual on the job needs to know and understand:
Context KA1. company’s operating environment
(Knowledge of the KA2. company’s personnel management and incentives rules
company / KA3. company’s rules related to sexual harassment and gender equality
organization and KB4. standard operating procedure (SOP) for microfinance
its processes) KA5. importance of the individual’s role in the workflow
KA6. reporting structure and escalation mechanism
KA7. company’s policy on maintaining inactive accounts
B. Technical The individual on the job needs to know and understand:
Knowledge 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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 BSC/N2403 Disburse microfinance loan
Skills (S)
A. Core Skills/ Reading Skills
Generic 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
Oral Communication (Listening and Speaking skills)
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
B. Professional Skills 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
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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 BSC/N2403 Disburse microfinance loan

NOS Version Control

NOS Code BSC/N2403

Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20

18
BSC/N2404 Collect receivables and follow-up
--------------------------------------------------------------------------------------------------------------------

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

19
 BSC/N2404 Collect receivables and follow-up
Unit Code BSC/N2404
Unit Title
Collect receivables and follow-up
National Occupational Standard

(Task)
Description This OS unit is about providing support and on-going services to customers who have
opened an account
Scope This unit/task covers the following:

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

 Update settlements
 Report fraud

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

Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Following-up and To be competent, the user/ individual must be able to:
collecting any loan PC1. ensure that collection process and legal guidelines are adhered to
repayments, fees and PC2. conduct biometric verification of all those present to record attendance at
charges 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)
Knowledge and Understanding (K)
A. Organizational The individual on the job needs to know and understand:
Context KA1. company’s operating environment and policy for collection
(Knowledge of the KA2. company’s personnel management and incentives rules
KA3. company’s rules related to sexual harassment and gender equality
company /
KA4. company’s pricing and discount policies
organization and
KA5. standard operating procedure (SOP) guidelines for performing
its processes) correspondent’s and facilitator’s function
KA6. importance of the individual’s role in the workflow
KA7. reporting structure and dispute redress mechanism

B. Technical The individual on the job needs to know and understand:

Knowledge KB1. identification of signs of fraudulent activities in micro-finance
KB2. fraud prevention and reporting methods
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 BSC/N2404 Collect receivables and follow-up
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/ Reading Skills
Generic 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

Oral Communication (Listening and Speaking skills)

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
understands
SA7. 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. 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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BSC/N2404 Collect receivables and follow-up
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
The user/individual on the job needs to know and understand how to:
SB10. pay attention to detail while handling customer interactions

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 BSC/N2404 Collect receivables and follow-up

NOS Version Control

NOS Code BSC/N2404
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20

23
BSC/N9901 Communicate effectively and maintain customer-centric service orientation
--------------------------------------------------------------------------------------------------------------------

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

24
 BSC/N9901 Communicate effectively and maintain customer-centric service orientation

Unit Code BSC/N9901

Unit Title
National Occupational Standard

Communicate effectively and maintain customer-centric service orientation

(Task)
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
Scope This unit/task covers the following:

 Communicate with BFSI customers and colleagues

 Maintain service orientation

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

Element Performance Criteria
Communicating with To be competent, the user/ individual must be able to:
BFSI customers and PC1. practice good listening, speaking and personal presentation
colleagues 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 To be competent, the user/ individual must be able to:
orientation 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

Knowledge and Understanding (K)

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

25
BSC/N9901 Communicate effectively & maintain customer-centric service orientation
B. Technical The user/individual on the job needs to know and understand:
Knowledge 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/ Reading Skills
Generic 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
Oral Communication (Listening and Speaking skills)
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

26
BSC/N9901 Communicate effectively & maintain customer-centric service orientation
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

B. Professional Skills 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

27
BSC/N9901 Communicate effectively & maintain customer-centric service orientation
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

28
BSC/N9901 Communicate effectively & maintain customer-centric service orientation

NOS Version Control

NOS Code BSC/N9901

Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20

29
BSC/N9903 Maintain integrity and ethics
--------------------------------------------------------------------------------------------------------------------

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

30
 BSC/N9903 Maintain integrity and ethics
Unit Code BSC/N9903
Unit Title
National Occupational Standard

Maintain integrity and ethics

(Task)
Description This OS unit is about maintaining integrity of transactions, ensuring data security, and
practicing ethical behaviour
Scope This unit/task covers the following:

 Maintain integrity of transactions and ensure data security

 Practice ethical behaviour

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

Element Performance Criteria
Maintaining integrity To be competent, the user/ individual must be able to:
of transactions and PC1. refrain from indulging in unfair trade and/or corrupt practices
ensuring data PC2. maintain records meticulously as per company’s policy, follow prescribed
rules and regulations and ensure transparent dealings
security
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 To be competent, the user/ individual must be able to:

behaviour 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

Knowledge and Understanding (K)

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

Context KA1. company’s policies on use of language
(Knowledge of the KA2. company’s Human Resources policies
company / KA3. company’s rules related to sexual harassment and gender equality
organization and KA4. company’s reporting structure
its processes) KA5. company’s documentation policy
KA6. company’s customer profile
B. Technical
The user/individual on the job needs to know and understand:
Knowledge
KB1. company’s code of conduct and business ethics
KB2. IPR law and regulation in India

31
BSC/N9903 Maintain integrity and ethics
KB3. company’s code of conduct and ethics

Skills (S)
A. Core Skills/ Reading Skills
Generic 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
Oral Communication (Listening and Speaking skills)
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
B. Professional Skills
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

32
BSC/N9903 Maintain integrity and ethics

NOS Version Control

NOS Code BSC/N9903

Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20

33
BSC/N9904 Focus on teamwork
--------------------------------------------------------------------------------------------------------------------

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

34
 BSC/N9904 Focus on teamwork

Unit Code BSC/N9904

Unit Title
National Occupational Standard

Focus on teamwork
(Task)
Description This OS unit is about developing healthy team climate and contributing to building
effective team for smooth workflow and target achievement in time
Scope This unit/task covers the following:

 Develop healthy team climate

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

Element Performance Criteria
Developing healthy To be competent, the user/ individual must be able to:
team climate 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
Knowledge and Understanding (K)
The user/individual on the job needs to know and understand:
A. Organizational
KA1. company’s policies on HR and personnel management
Context KA2. company’s rules related to sexual harassment
(Knowledge of the KA3. company’s reporting structure
company / KA4. company’s documentation policy
KA5. company’s customer profile and service standards
organization and
KA6. company’s policy on regulatory compliance
its processes)
B. Technical The user/individual on the job needs to know and understand:
Knowledge 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/ Reading Skills
Generic 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

35
BSC/N9904 Focus on teamwork
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
Oral Communication (Listening and Speaking skills)
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
B. Professional Skills 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

36
BSC/N9904 Focus on teamwork

NOS Version Control

NOS Code BSC/N9904

Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20

37
 Qualifications Pack For Microfinance Executive

Annexure

Nomenclature for QP and NOS

Qualifications Pack
9 characters
[ABC]/ Q 0101

[Insert 3 letter codes for SSC] QP number (2 numbers)

Q denoting Qualifications Pack Occupation (2 numbers)

Occupational Standard

An example of NOS with ‘N’ 9 characters

[ABC] /N0101

[Insert 3 letter code for SSC] OS number (2 numbers)

N denoting National Occupational Standard Occupation (2 numbers)

Back to top…

38
 Qualifications Pack For Microfinance Executive

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

39
 Qualifications Pack For Microfinance Executive

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: 200 Marks Allocation
Total Skills
Assessment Out Theor
Assessment Criteria for Outcomes Marks Practica
Outcomes of y
l
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
PC3. organise group meetings in association with local
panchayats or local government bodies
BSC/N2401
Source micro- PC4. distribute pamphlets with product details
PC5. conduct initial discussions with potential clients to 100 100 60 40
finance
customers 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

40
 Qualifications Pack For Microfinance Executive
Compulsory NOS
Total Marks: 200 Marks Allocation
Total Skills
Assessment Out Theor
Assessment Criteria for Outcomes Marks Practica
Outcomes of y
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
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
BSC/N2402 PC8. read credit check conducted by team at the branch
Assist with PC9. pursue referrals enquiring about the past records/
micro-finance business of the customer to ensure safety of dealing with 40 40 20 20
application customer
process 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
BSC/N2403 PC1. check status of loan application from credit check team
Disburse PC2. inform customer if loan has been approved 10 10 10 0
microfinance PC3. assist customers to come to the branch to complete
loan formalities
41
 Qualifications Pack For Microfinance Executive
Compulsory NOS
Total Marks: 200 Marks Allocation
Total Skills
Assessment Out Theor
Assessment Criteria for Outcomes Marks Practica
Outcomes of y
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
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
BSC/N2404 PC6. follow-up and recovery of overdue from the
Collect defaulter/ debtors 35 35 20 15
receivables and PC7. update settlement details, if any, for loan repayments
follow-up 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)
35 35 20 15
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
BSC/N9901 and colleagues
Communicate PC4. clearly communicate work output requirements,
effectively and targets, performance indicators, incentives and give feedback on
maintain work performance with positive attitude 5 5 0 5
customer- PC5. train staff to cooperate, coordinate, and collaborate to
centric service achieve shared goals
orientation 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

42
 Qualifications Pack For Microfinance Executive
Compulsory NOS
Total Marks: 200 Marks Allocation
Total Skills
Assessment Out Theor
Assessment Criteria for Outcomes Marks Practica
Outcomes of y
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
5 5 0 5
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
BSC/N9903 infringement
Maintain
PC5. protect data and information related to business or 5 5 0 5
integrity and
commercial decisions
ethics
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
5 5 0 5
PC1. share relevant inputs, feedback and insights to build
mutual trust
BSC/N9904 exchange, defend and rethink ideas
Focus on 5 5 0 5
support team members to accomplish goals
teamwork
facilitate group decision making and deal productively with
conflict
5 5 0 5

43