Code of Conduct

Do not’s
Do’s
Appearance Well Groomed. If not clean-shaven then a well No colored or long hair.
maintained beard
Dress Code  Neck tie (Not necessary except for soft bucket Shirt sleeves should not be rolled up
collectors) No chappals and sandals
 Formal Shoes
 White / Light colored shirt
 Creased trouser of dark shade

Speech  Introduce yourself Do not get tough or aggressive or abusive

 Use formal address
 Tone is sincere polite yet assertive
and firm.
Belongings Allocated cases arranged in serial.
Identity Card
All the belongings have to be kept with utmost
care and should not be misused.
Do not lose cool, get angry or even Irritated irrespective of
reason
Pitch should not be high
No shouting
Should not get personal
Do not threaten / harass / torment the
Customer in any way
 Do not share the data of other customers to
outsiders or any other customer.
 Do not be negligent of your belongings that
pertains to the bank at any place.

Ethics  Fair and ethical in your dealings with Collector should not make any verbal or Written promises to
customers. customer on matters Outside his purview or on adhoc
 Privacy and the dignity of the borrower is settlements /at without Supervisor’s / Bank’s written
respected. permission.
Should not state any false information
No personal dealings with customers
Confidentiality  Strict confidentiality of the data to be Unauthorized information written or verbal cannot be
maintained. divulged to any customer / Competitor / any other
person e.g. photocopy of customer information sheet.
No information on the customers to be
Shared with other customers
Process/ Product  Collectors will perform their role within the  Don’t collect dues (in cash or cheque or DD) without
Discipline framework of the instructions issued to them issuing a valid receipt to the customer.
and as per the terms of process manuals and
specifics Of collection action based on the
product.

Maximize Effectiveness Collectors will strive to maximize the  Do not dispute with the borrower if any resolution
effectiveness Of the visitations by pre visit is sought without taking up with the Banks official.
preparation and result orientation in order to
improve results
 Will document result of visit / action
taken Take appointments on phone for soft
bucket Cases before visit.
 Any disputes with regards to differences
would be resolved in a mutually acceptable and
in an orderly manner.
Proximity  Maintain a reasonable distance from the  No physical contact with the customer
Customer  No obstruction to customer movement
Timing  Earliest: 700 hours  To avoid making calls or visits for follow up on over
(City Specific)  Latest: 2100 hours dues on inappropriate occasions such as
bereavement in the family or other calamitous
occasion.

I hereby declare that I have read and understood the above-mentioned code of conduct and shall
adhere to it without fail.
Signature : ______________________ Date :

Name of Executive : ______________________

 Declaration–Cum-Undertaking on Code of Conduct
_______________________
_______________________
_______________________

Re: Code of Conduct

Dear Sir / Madam,

I am working in your company as a _________________. My job profile, inter-alia, includes meeting

the delinquent borrowers and impressing upon them to pay their arrear installments, follow up by
telephone calls, service of notice etc. from delinquent and other customers of our clients of Karur
Vysya Bank Ltd.
In the discharge of my duties, I am obligated to follow the Code of Conduct framed by Karur Vysya
Bank Ltd.
I confirm that I have read and agree to abide by the contents of this document. I further confirm that
the trainer mentioned below has explained the contents in full to me. I agree to abide by the code of
conduct as detailed in this document while collecting debts due to the Clients of Karur Vysya Bank
Ltd.
In case of any violation, non-adherence to the said Code, you shall be entitled to take such action
against me, as you may deem appropriate.

I hereby agree to abide by all the conditions mentioned above

Signature : ______________________

Name of Executive : ______________________

Agency Name : ______________________

Agency Owner / Proprietor : ______________________

Agency Seal : ______________________
Date & Place : ______________________