Consolidated Data-TM-HR Audit

Sr No Emp Code Date of Joining Department Vertical
1 TNBFC0020 2/1/2020 Customer Service CRM BACKOFFICE
Merchant Support -
7 TNBFC0015 2/1/2020 Customer Service Toll free
Merchant Support -
Merchant Support -
Merchant Support -
Merchant Support -
CUSTOMER SERVICE
12 TNBFC0039 2/1/2020 Customer Service ASSOCIATE -VOICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
CUSTOMER SERVICE
68 TNBFC0007 2/1/2020 Card Issuance
76 TNBFC0018 2/1/2020 CARD ISSUANCE

80 TNBFC0004 Collections
Support Service
94 TNBFC0056 6/1/2016 Operations Support Operations
Support Service
95 TNBFC0216 10/1/2020 Operations Support Operations
Support Service
96 Operations Support Operations
Support Service
Support Service
Individual Contributor Top 10% Solid Mid 80%
(IC) / Team Leader & Bottom 10% Key Activity 1
performers in your team
Screening of emails received on CRM Freshdesk, replying to
IC Top 10 % Performers general customer queries & allocating tickets pertaining to
operational issues issues to concerned teams for further
action
IC Top 10 % Performers general customer queries & allocating tickets pertaining to
operational issues issues to concerned teams for further
action
Attending and responding queries / requests by custsomer for

IC Top 10 % Performers Credit Limit Increase / Decrease, sending ebills requested by
customers

Solid Mid 80% general customer queries & allocating tickets pertaining to
IC Performers operational issues issues to concerned teams for further
action
action
action
Solid Mid 80% Answering Merchant Calls: POS machine related issues, rental
IC Performers queries
Solid Mid 80%
IC Performers Outbound calls: Info calls for declined transaction reason
Answering inbound calls for providing Credit card info, usage

IC Bottom 10% Performers and billing related issues









Solid Mid 80% Answering inbound calls for providing Credit card info, usage
IC Performers and billing related issues





Solid Mid 80% Answering inbound calls for providing Credit card info, usage
IC Performers and billing related issues





















Handling Cancellation and Closure cases ,retetion and passing

IC Top 10 % Performers necessary credit/debit ,if required
Handling Reversal of charges & Reversal of Fuel charges cases
IC Top 10 % Performers and posting the reply through Freshdesk
Solid Mid 80% Handling Reversal of Fee and its charges & other request
IC Performers cases and posting the reply through Freshdesk and Portal
Solid Mid 80% Handing FD Post purchase EMI query and othe Misc.
IC Performers Freshdesk cases
Solid Mid 80% Handling FD reversal of fee and its chargs and other request
IC Performers cases through Freshdesk and Portal
Handling Cancellation and Closure cases and posting the reply
IC Bottom 10% Performers through Freshdesk
Handling Cancellation and Closure cases and posting the reply

IC Bottom 10% Performers through Freshdesk
Handling Reversal of charges , Reversal of fee and its charges

IC Top 10 % Performers and Multiple charges related cases and postig the reply
through Freshdesk and doing other misc. activity
Solid Mid 80% Handling Data Amendment cases and posing the reply
IC Performers through Freshdesk
Solid Mid 80% Handling Deblocking, Card replacement and Misc. activity and
IC Performers posting the reply through FD and Portal
Solid Mid 80% Handling Deblocking and Auto debit de-registration cases and
IC Performers posting the reply through FD and Portal
Solid Mid 80% Handling Misc. Portal complaint ,SPGRS cases and posting the
IC Performers reply through Poral /SPGRS channel
Solid Mid 80% Handling Bonus points (Portal , Freshdesk), EMI, and other
IC Performers misc.activity and posting the reply through Freshdesk and
Portal
Solid Mid 80% Handling Post purchase EMI activation cases and posting the
IC Performers reply through Portal
card retrival and RTO cards envolves changing card envelopes
IC Top 10 % Performers and addresses with new lebels
Solid Mid 80%
IC Performers Freshdesk Tickets Handling.
Solid Mid 80%

IC Performers Freshdesk Tickets Handling.
Arranging RTO cards reasonwise/ match physical cards with

RTO file/ prepare rto file for the cards returned through
IC Bottom 10% Performers speed post/send sms on registered mob no/customer
handling at CO
Solid Mid 80%
IC Performers FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING
IC Top 10 % Performers PROCESSING OF CONVERSION, ADD ON
IC Bottom 10% Performers PROCESSING OF CONVERSION, ADD ON
Solid Mid 80%

IC Top 10 % Performers FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING
Solid Mid 80%

IC Performers PROCESSING OF CONVERSION, ADD ON
Solid Mid 80%
IC Performers PROCESSING OF CONVERSION, ADD ON
Solid Mid 80%

Solid Mid 80% Calling Normal/deliquent customers for Payments,..Following

IC Performers up with Branch for tracing NC cases.Minimum150 calls / list
wise resolution target.
Calling Normal/deliquent customers for Payments,..Following

IC Top 10 % Performers up with Branch for tracing NC cases.Minimum150 calls / list




Agency management-Assisting agency with statements

IC Solid Mid 80% Cibil,Scan application CopyClosure of PNPA/NPA
Performers cards,Tracking of Reversals notes,Coordinating of settlememts
with Agencies

IC Top 10 % Performers Freshdesk tickets (Complaint Resolution)
Solid Mid 80%

IC Performers Freshdesk tickets (Complaint Resolution)
Agency management-Assisting agency with statements

IC Solid Mid 80% Cibil,Scan application CopyClosure of PNPA/NPA
Performers cards,Tracking of Reversals notes,Coordinating of settlememts
with Agencies
Preparation of Compromise Settlement :Ø For Preparation of

settlement it is manually procedure on receipt of settlement
through agency/cardholder/competent authority.Ø After
Solid Mid 80% verification of BFSL staff and Approval by competent authority
IC Performers final settlement letter print and after final signature each
settlement letter scan and send twice to the concern
cardholder, competent authority & recovery agency along
with Password via mail.
Preparation of Agency Bills (Manually )against their allocation
Files.Verification of payment claimed by agency count of each
agency,After preparation as per bill format and verification
one by one verify the commission rate.After final preparation
Solid Mid 80% and verification by BFSL staff and receive the final bill from
IC Performers agency prepare final note for final approval by Competent
authorityØ Final approval by competent authority forwarded
the same to accounts dept with all require documents i.e
Copy of Bill received by agency, Final bill copy prepared by
collection dept etc.
Preparation of Agency Bills(Manually) against their allocation

Files.Verification of payment claimed by agency count of each
agency,After preparation as per bill format and verification
one by one verify the commission rate.After final preparation
and verification by BFSL staff and receive the final bill from
IC Top 10 % Performers agency prepare final note for final approval by Competent
authorityØ Final approval by competent authority forwarded
the same to accounts dept with all require documents i.e
Copy of Bill received by agency, Final bill copy prepared by
collection dept etc.
IC Top 10 % Performers Processing of Daily payment files
Solid Mid 80%

IC Performers Preparation of Daily Vouchers
Solid Mid 80% Attend Customer Communications and update KYC in system
IC Performers post PAN validation thru NSDL site
Solid Mid 80% Attend Customer Communications and update KYC in system
IC Performers post PAN validation thru NSDL site
IC Bottom 10% Performers Respond to customer Emails

Work Category 1 Key Activity 2
Blocking/ deblocking of cards, downloading &

Customer support - level 1 providing Ebills requested by customers and
attending other assignments allocated from time
to time
to time
Downloading & providing Ebills requested by

Customer support - level 2 - credit customers and attending other assignments such as
DA, Cancellations, etc. allocated from time to time

to time
providing Ebills requested by customers and
Customer support - level 1 attending other assignments allocated from time
to time
providing Ebills requested by customers and
Customer support - level 1 attending other assignments allocated from time
to time
Customer support - level 2 -
merchant Answering Merchant payment related queries





outbound
Customer support - level 2 - credit



cancellations
Customer support - level 2 - reversal
Customer support - level 2 - EMI

cancellations
cancellations
Customer support - level 2 - data

deblocking
deblocking
Customer support - level 2 - general
Customer support - level 2 - general
Customer support - level 2 - EMI
Card handling - level 1 Prepare file for daily activity & run thru ROBO
Card support - level 1 SMS for card dispatch/redispatch/retn/shred
Card support - level 1 Telecalling activity
retrive cards for shredding (avg 15 cards per days) /

Card handling - level 1 destroy/ update in ccms
PROCESSING OF CONVERSION, ADD ON,

Card support - level 1 UPGRADATION
Thorough follow up on each and every case for

Outbound calling collection of dues to improve bucket wise
resolutions.

resolutions.

resolutions.

resolutions.

resolutions.

resolutions.
End to end Management with Agencies for

Agency management - level 1 optimum resolution across all Buckets/Tracking of
Reversal

resolutions.
Support OLM , NOC,
Support OLM , NOC,
End to end Management with Agencies for

Agency management - level 1 optimum resolution across all Buckets/Tracking of
Reversal
Bucket Wise Settlement /NPA/WOF category/Track

Settlement of PSR of Settlement; Preparation of Agency bills
whenever require
Vendor Bill management & Preparation of
Agency management - level 2 Settlement whenever require
Vendor Bill management & Preparation of

Agency management - level 2 Settlement whenever require
Payments A/c reconciliation at level 1
Vouchers Posting of RPCN Credit
KYC Record Management & Indexing
KYC Record Management & Indexing
Callout to customers with returned e-statement /

Support Physical statement (Currently Activity on Hold due
to unavailability of staff)
Automate in future /Outsource process in
Work Category 2 Work Category 3 future /This will continue as it is !!
Customer support - level 1 No changes

merchant Outsource

merchant Outsource

merchant Outsource

merchant Outsource

merchant Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
Outsource
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
No changes
Card support - level 1 No changes
Card handling - level 1 No changes

Outbound calling Support No changes
Agency management Agency Management No changes
NOC Support No changes
NOC Support No changes
Agency management Settlement No changes

Support Support No changes
Support Support No changes
Support Support Automate
Support Support Automate
Support
Is the performance
satisfactory? Measure 1 Measure 2
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes 50-60 Emails attending complete RTO activity

Yes 40-50 Emails UPGRADATION
YES 40-50 Emails UPGRADATION
Yes 40-50 Emails UPGRADATION
Overall productivity is monitored basis 150
CallsTarget-150/Bucket wise taken per day followed by list of cases
Yes Resolution Target assigned vs bucket wise resolutions BUCKET 0-
90% BUCKET 1 -80%

90% BUCKET 1 -80%

90% BUCKET 1 -80%

90% BUCKET 1 -80%

90% BUCKET 1 -80%

90% BUCKET 1 -80%
Yes Agency Follow Closely following High values and resolving

up/Assistance the cases
Calls target-150/Resolution Calls/Resolution of list/Complaint

Yes of list/Complaint Management
Management
Complaint
Yes Management/OLM/NOC- Calls/Resolution of list/
Average 40- tickets
Complaint
Yes Management/OLM/NOC- Calls/Resolution of list/
Average 40- tickets
Yes Agency Follow Closely following High values and resolving

up/Assistance the cases
Yes Settlement offered /Billing of agency

Yes Yes Yes
Yes Yes Yes
Yes Yes Yes
Yes Yes Yes

Measure 3 Remarks
VERY RESPONSIBLE, PROACTIVE & GOOD

COMMUNICATIONS SKILLS
RESPONSIBLE, FAST LEARNER & DEDICATED TOWARDS THE

JOB

JOB

JOB
RESPONSIBLE, DEDICATED TOWARDS THE JOB

VERY PUNCTUAL , RESPONSIBLE AND DEDICATED
TOWARDS THE JOB
RESPONSIBLE AND DEDICATED TOWARDS THE JOB
RESPONSIBLE AND DEDICATED TOWARDS THE JOB
VERY PUNCTUAL , FAST LEARNER RESPONSIBLE AND

DEDICATED TOWARDS THE JOB
VERY PUNCTUAL , RESPONSIBLE AND DEDICATED

TOWARDS THE JOB


MS Office working as per email volumes
and other sources Daily work has been assigned as per priority work










Resolving customers queries -

statements .Charges ,payment not
reflecting

reflecting

reflecting

reflecting

reflecting

reflecting
Assiting agencies request for

Cibil.Statetement and application copies

reflecting
Complaint Management/Tickets Closed
Complaint Management/Tickets Closed
Daily-Assiting agencies request for

Cibil.Statetement and application copies
as per request
200-300 settlements Cross verifying billing against resolution

Total 30 agencies(4000 to 5000 entreis
in per bill) Cross verifying billing against resolution
Total 30 agencies(4000 to 5000 entreis

in per bill) Cross verifying billing against resolution
Some of the activities of attrite staff have been put on hold

due to bandwidth concern, while critical work is distributed
resulting in extra / late working by existing resources. Refer
to tab Shivangi for details on payments processed
monthwise. All Vouchers and Customer communications are
within TAT
Refer to Tab Altaf
Due to bandwidth constraint the campaign is run on small

set of customers , slowing the overall pace of fulifillment of
a compliance activity. Request for staff initiated
Ratings
Meets expectations (ME)
4
5
4.5
4.5
4.5
5
5
Exceeded Most Expectations

(EME)
Exceeded Some Expectations

(ESE)

(ESE)

(ESE)
Exceeded Most Expectations

(EME)
Emp
Code Department Vertical Work Category 1 Work Category 2 Work Category 3
TNBFC0 Customer support - Customer support -

020 Customer Service CRM BACKOFFICE level 1 level 1
TNBFC0 Merchant Customer support - Customer support -

024 Customer Service Support - Toll free level 2 - merchant level 2 - merchant
TNBFC0 Merchant Customer support - Customer support -

037 Customer Service Support - Toll free level 2 - merchant level 2 - merchant
CUSTOMER
TNBFC0 SERVICE Customer support -
054 Customer Service ASSOCIATE - level 2 - credit
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
CUSTOMER
VOICE
TNBFC0 Card support - Card handling -
002 Card Issuance level 1 level 1
TNBFC0 Card support - Card support - level
006 Card Issuance level 1 1
TNBFC0 Card support - Card support - level
231 Card Issuance level 1 3
TNBFC0
004 Collections Outbound calling Outbound calling Support
TNBFC0 Agency Agency Agency

012 Collections management - management Management
level 1
TNBFC0
069 Collections Support NOC Support
TNBFC0 Agency Agency Agency

011 Collections management - management Management
level 1
Support Service
Operations Support Operations Support Support
Initial manpower Final manpower
Ratings allocation allocation Remarks
Bottom 10%
5 Top 10 % Performers Perfomers
Meets expectations Bottom 10%

(ME) Top 10 % Performers Perfomers
Solid Mid 80% Bottom 10%

4 Performers Perfomers
4 Performers Perfomers

Performers Perfomers

Bottom 10% Bottom 10%





























4.5 Performers Perfomers
4.5 Performers Perfomers
5 Performers Perfomers TNBFC0139
Meets expectations Solid Mid 80% Bottom 10%

(ME) Performers Perfomers TNBFC0232

(ME) Performers Perfomers
Exceeded Some Bottom 10%

Expectations (ESE) Top 10 % Performers Perfomers TNBFC0098

(ME) Performers Perfomers
Direct compensation components Applicable for
Basic All
HRA All
DA All
City Allowance All
Training Allowance All
Miscellaneous Allowance All
PF and Gratuity All
Fixed Annual Bonus All
Individual Target based bonus All
Group Target based bonus All
Referral bonus Confirmed employees
Holiday bonus Confirmed employees
Recruitment of top 10%
Joining bonus performers
Retention bonus Top 10% performers
Benefits Applicable for
Health insurance Confirmed employees
PTO Confirmed employees
Maternity Leave All
Paternity Leave All
Training Leave Confirmed employees
if target met beyond 200% for
Auto promotion 4 quarters continuously
Department Vertical Count of Department
Card Issuance 12
(empty) 12
Collections 14
(empty) 14
Customer Service 67
CRM BACKOFFICE 20
CUSTOMER SERVICE ASS 42
Merchant Support - Toll 5
Operations Support 5
Support Service Operat 5
(empty)
(empty)
Total Result 98
Department Data
Top 10% Solid Mid 80% & BoCount of Work Category 1 Count of Work Category 2 Count of Work Category 3
Bottom 10% Performers 44 3
Solid Mid 80% Performers 39 27 12
Top 10 % Performers 15 12 6
(empty)
Total Result 98 42 18
Count of Top 10% Solid Mid 80% & Bottom 10% performers in your team
44
39
15
98
Key Activity 1
Screening of emails received on CRM Freshdesk, replying to general customer queries &
allocating tickets pertaining to operational issues issues to concerned teams for further
action
Attending and responding queries / requests by custsomer for Credit Limit Increase /
Decrease, sending ebills requested by customers
Answering Merchant Calls: POS machine related issues, rental queries
Outbound calls: Info calls for declined transaction reason
Answering inbound calls for providing Credit card info, usage and billing related issues
Handling Cancellation and Closure cases ,retetion and passing necessary credit/debit ,if
required
Handling Reversal of charges & Reversal of Fuel charges cases and posting the reply
through Freshdesk
Handling Reversal of Fee and its charges & other request cases and posting the reply
through Freshdesk and Portal
Handing FD Post purchase EMI query and othe Misc. Freshdesk cases
Handling FD reversal of fee and its chargs and other request cases through Freshdesk
and Portal
Handling Cancellation and Closure cases and posting the reply through Freshdesk
Handling Reversal of charges , Reversal of fee and its charges and Multiple charges
related cases and postig the reply through Freshdesk and doing other misc. activity
Handling Data Amendment cases and posing the reply through Freshdesk
Handling Deblocking, Card replacement and Misc. activity and posting the reply through
FD and Portal
Handling Deblocking and Auto debit de-registration cases and posting the reply through
FD and Portal
Handling Misc. Portal complaint ,SPGRS cases and posting the reply through Poral
/SPGRS channel
Handling Bonus points (Portal , Freshdesk), EMI, and other misc.activity and posting the
reply through Freshdesk and Portal
Handling Post purchase EMI activation cases and posting the reply through Portal
card retrival and RTO cards envolves changing card envelopes and addresses with new
lebels
Freshdesk Tickets Handling.
Arranging RTO cards reasonwise/ match physical cards with RTO file/ prepare rto file for
the cards returned through speed post/send sms on registered mob no/customer
handling at CO
FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING
PROCESSING OF CONVERSION, ADD ON
Calling Normal/deliquent customers for Payments,..Following up with Branch for
tracing NC cases.Minimum150 calls / list wise resolution target.
Agency management-Assisting agency with statements Cibil,Scan application
CopyClosure of PNPA/NPA cards,Tracking of Reversals notes,Coordinating of
settlememts with Agencies
Freshdesk tickets (Complaint Resolution)
Preparation of Compromise Settlement :Ø For Preparation of settlement it is manually
procedure on receipt of settlement through agency/cardholder/competent authority.Ø
After verification of BFSL staff and Approval by competent authority final settlement
letter print and after final signature each settlement letter scan and send twice to the
concern cardholder, competent authority & recovery agency along with Password via
mail.
Preparation of Agency Bills (Manually )against their allocation Files.Verification of

payment claimed by agency count of each agency,After preparation as per bill format
and verification one by one verify the commission rate.After final preparation and
verification by BFSL staff and receive the final bill from agency prepare final note for
final approval by Competent authorityØ Final approval by competent authority
forwarded the same to accounts dept with all require documents i.e Copy of Bill
received by agency, Final bill copy prepared by collection dept etc.
Preparation of Agency Bills(Manually) against their allocation Files.Verification of

verification by BFSL staff and receive the final bill from agency prepare final note for
Processing of Daily payment files

Preparation of Daily Vouchers
Attend Customer Communications and update KYC in system post PAN validation thru
NSDL site
Respond to customer Emails
Department Work Categories Whether target based
Customer Service Customer support - level 1
Customer Service Customer support - level 2 - credit

Customer Service merchant
Customer Service outbound
Customer Service Customer support - level 2 - credit

Customer Service cancellations
Customer Service reversal
Customer Service Customer support - level 2 - EMI
Customer Service cancellations
Customer Service Customer support - level 2 - data
Customer Service deblocking
Customer Service deblocking
Customer Service Customer support - level 2 - general
Customer Service Customer support - level 2 - general

Customer Service Customer support - level 2 - EMI
Card Issuance Card handling - level 1
Card Issuance Card support - level 1

Collections Outbound calling yes
Collections Agency management - level 1
Collections Support
Collections Settlement
Operations Support Payments

Operations Support Vouchers
Operations Support KYC
Operations Support Support
Key Activity 2
Blocking/ deblocking of cards, downloading & providing Ebills requested by customers and
attending other assignments allocated from time to time
Downloading & providing Ebills requested by customers and attending other assignments such as
DA, Cancellations, etc. allocated from time to time
Answering Merchant payment related queries

Prepare file for daily activity & run thru ROBO
SMS for card dispatch/redispatch/retn/shred
Telecalling activity
retrive cards for shredding (avg 15 cards per days) / destroy/ update in ccms
PROCESSING OF CONVERSION, ADD ON, UPGRADATION
Thorough follow up on each and every case for collection of dues to improve bucket wise
resolutions.
End to end Management with Agencies for optimum resolution across all Buckets/Tracking of
Reversal
OLM , NOC,
Bucket Wise Settlement /NPA/WOF category/Track of PSR of Settlement; Preparation of Agency bills
whenever require
Vendor Bill management & Preparation of Settlement whenever require
A/c reconciliation at level 1
Posting of RPCN Credit
Record Management & Indexing
Callout to customers with returned e-statement / Physical statement (Currently Activity on Hold due
to unavailability of staff)
Department Work category

Customer Service merchant
Collections Outbound calling
Collections Agency management

Collections NOC
Key Activity 3
Assisting them for queries like Statements ,charges etc
.Following with agencies for high value accounts ,Monitoring FD cards to ensure optimum resolution,
maintaining MIS, calling also done
Ø Keeping track of rejected settlement and confirm to concern agency whenever require.Ø Co-ordinate
with agency for correction in settlement/ improvement of settlement amount.
Ø On receipt of payment details from the accounts dept file the same for record also keep tracking with
accounts dept for agency payment./Keeping data as per audit requirement by agency
accounts dept for agency payment/Keeping trrack of Renewal of Agreement of Recovery Agency
Follow-Up with branches for card details, respond to customer communications

Respond to Customer communications,
Calling & ancilliary activities
Department Work category
Collections Support
Collections Agency Management
Collections Support
Collections Settlement

Key Activity 1 Department
allocating tickets pertaining to operational issues issues to concerned teams for further Customer Service
action
action
Attending and responding queries / requests by custsomer for Credit Limit Increase /
Decrease, sending ebills requested by customers Customer Service
action
action
action
Answering Merchant Calls: POS machine related issues, rental queries Customer Service
Outbound calls: Info calls for declined transaction reason Customer Service
Answering inbound calls for providing Credit card info, usage and billing related issues Customer Service
Handling Cancellation and Closure cases ,retetion and passing necessary credit/debit ,if
required Customer Service
Handling Reversal of charges & Reversal of Fuel charges cases and posting the reply
through Freshdesk Customer Service
Handling Reversal of Fee and its charges & other request cases and posting the reply
through Freshdesk and Portal Customer Service
Handing FD Post purchase EMI query and othe Misc. Freshdesk cases Customer Service
Handling FD reversal of fee and its chargs and other request cases through Freshdesk
and Portal Customer Service
Handling Cancellation and Closure cases and posting the reply through Freshdesk Customer Service
Handling Cancellation and Closure cases and posting the reply through Freshdesk Customer Service
Handling Reversal of charges , Reversal of fee and its charges and Multiple charges
related cases and postig the reply through Freshdesk and doing other misc. activity Customer Service
Handling Data Amendment cases and posing the reply through Freshdesk Customer Service
Handling Deblocking, Card replacement and Misc. activity and posting the reply through
FD and Portal Customer Service
Handling Deblocking and Auto debit de-registration cases and posting the reply through
FD and Portal Customer Service
Handling Misc. Portal complaint ,SPGRS cases and posting the reply through Poral
/SPGRS channel Customer Service
Handling Bonus points (Portal , Freshdesk), EMI, and other misc.activity and posting the
reply through Freshdesk and Portal Customer Service
Handling Post purchase EMI activation cases and posting the reply through Portal Customer Service
card retrival and RTO cards envolves changing card envelopes and addresses with new
lebels Card Issuance
Freshdesk Tickets Handling. Card Issuance
Freshdesk Tickets Handling. Card Issuance
Arranging RTO cards reasonwise/ match physical cards with RTO file/ prepare rto file for
the cards returned through speed post/send sms on registered mob no/customer Card Issuance
handling at CO
FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING Card Issuance
PROCESSING OF CONVERSION, ADD ON Card Issuance
PROCESSING OF CONVERSION, ADD ON Card Issuance
FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING Card Issuance
FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING CARD ISSUANCE
PROCESSING OF CONVERSION, ADD ON CARD ISSUANCE
PROCESSING OF CONVERSION, ADD ON CARD ISSUANCE
FRESHDESK TICKET HANDLING, PORTAL REQUEST HANDLING CARD ISSUANCE
tracing NC cases.Minimum150 calls / list wise resolution target. Collections





CopyClosure of PNPA/NPA cards,Tracking of Reversals notes,Coordinating of Collections
Freshdesk tickets (Complaint Resolution) Collections
Freshdesk tickets (Complaint Resolution) Collections
CopyClosure of PNPA/NPA cards,Tracking of Reversals notes,Coordinating of Collections
Preparation of Compromise Settlement :Ø For Preparation of settlement it is manually

procedure on receipt of settlement through agency/cardholder/competent authority.Ø
After verification of BFSL staff and Approval by competent authority final settlement
letter print and after final signature each settlement letter scan and send twice to the Collections
concern cardholder, competent authority & recovery agency along with Password via
mail.
Preparation of Agency Bills (Manually )against their allocation Files.Verification of

verification by BFSL staff and receive the final bill from agency prepare final note for Collections
Preparation of Agency Bills(Manually) against their allocation Files.Verification of

verification by BFSL staff and receive the final bill from agency prepare final note for Collections
Processing of Daily payment files Operations Support

Preparation of Daily Vouchers Operations Support
NSDL site Operations Support
NSDL site Operations Support
Respond to customer Emails Operations Support
Vertical
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
Merchant Support - Toll free

CUSTOMER SERVICE ASSOCIATE -VOICE


CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
CRM BACKOFFICE
Support Service Operations

Key Activity 2 Department
Blocking/ deblocking of cards, downloading & providing Ebills
requested by customers and attending other assignments Customer Service
allocated from time to time
Downloading & providing Ebills requested by customers and
attending other assignments such as DA, Cancellations, etc. Customer Service
Answering Merchant payment related queries Customer Service
Prepare file for daily activity & run thru ROBO Card Issuance
SMS for card dispatch/redispatch/retn/shred Card Issuance
Telecalling activity Card Issuance
retrive cards for shredding (avg 15 cards per days) / destroy/
update in ccms Card Issuance
PROCESSING OF CONVERSION, ADD ON, UPGRADATION Card Issuance
PROCESSING OF CONVERSION, ADD ON, UPGRADATION CARD ISSUANCE
Thorough follow up on each and every case for collection of dues
to improve bucket wise resolutions. Collections





End to end Management with Agencies for optimum resolution

across all Buckets/Tracking of Reversal Collections
OLM , NOC, Collections
OLM , NOC, Collections
End to end Management with Agencies for optimum resolution
across all Buckets/Tracking of Reversal Collections
Bucket Wise Settlement /NPA/WOF category/Track of PSR of

Settlement; Preparation of Agency bills whenever require Collections
Vendor Bill management & Preparation of Settlement whenever

require Collections
Vendor Bill management & Preparation of Settlement whenever

require Collections
A/c reconciliation at level 1 Operations Support
Posting of RPCN Credit Operations Support
Record Management & Indexing Operations Support
Record Management & Indexing Operations Support
Callout to customers with returned e-statement / Physical

statement (Currently Activity on Hold due to unavailability of staff) Operations Support
Key Activity 3
Ø Keeping track of rejected settlement and confirm to concern agency whenever require.Ø Co-ordinate
with agency for correction in settlement/ improvement of settlement amount.
accounts dept for agency payment./Keeping data as per audit requirement by agency
accounts dept for agency payment/Keeping trrack of Renewal of Agreement of Recovery Agency
Follow-Up with branches for card details, respond to customer communications

Respond to Customer communications,
Department
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Collections
Operations Support
Operations Support
Operations Support
Operations Support

Consolidated Data-TM-HR Audit

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Consolidated Data-TM-HR Audit

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Sr No Emp Code Date of Joining Department Vertical

1 TNBFC0020 2/1/2020 Customer Service CRM BACKOFFICE

2 TNBFC0050 2/3/2020 Customer Service CRM BACKOFFICE

3 TNBFC0040 2/2/2020 Customer Service CRM BACKOFFICE

4 TNBFC0186 6/19/2020 Customer Service CRM BACKOFFICE

5 TNBFC0157 2/5/2020 Customer Service CRM BACKOFFICE

6 TNBFC0155 2/4/2020 Customer Service CRM BACKOFFICE

54 TNBFC0043 2/1/2020 Customer Service CRM BACKOFFICE

55 TNBFC0058 2/1/2020 Customer Service CRM BACKOFFICE

56 TNBFC0061 2/1/2020 Customer Service CRM BACKOFFICE

57 TNBFC0063 2/1/2020 Customer Service CRM BACKOFFICE

58 TNBFC0066 2/1/2020 Customer Service CRM BACKOFFICE

59 TNBFC0085 2/1/2020 Customer Service CRM BACKOFFICE

60 TNBFC0098 2/1/2020 Customer Service CRM BACKOFFICE

61 TNBFC0107 2/1/2020 Customer Service CRM BACKOFFICE

62 TNBFC0115 2/1/2020 Customer Service CRM BACKOFFICE

63 TNBFC0117 2/1/2020 Customer Service CRM BACKOFFICE

64 TNBFC0146 2/13/2020 Customer Service CRM BACKOFFICE

65 TNBFC0176 3/13/2020 Customer Service CRM BACKOFFICE

66 TNBFC0179 4/22/2020 Customer Service CRM BACKOFFICE

67 TNBFC0184 5/26/2020 Customer Service CRM BACKOFFICE

68 TNBFC0007 2/1/2020 Card Issuance

69 TNBFC0002 2/1/2020 Card Issuance

70 TNBFC0006 2/1/2020 Card Issuance

71 TNBFC0232 12/22/2020 Card Issuance

72 TNBFC0033 2/1/2020 Card Issuance

73 TNBFC0023 2/1/2020 Card Issuance

74 TNBFC0139 2/1/2020 Card Issuance

75 TNBFC0231 12/22/2020 Card Issuance

76 TNBFC0018 2/1/2020 CARD ISSUANCE

77 TNBFC0233 12/22/2020 CARD ISSUANCE

79 TNBFC0159 2/24/2020 CARD ISSUANCE

Attending and responding queries / requests by custsomer for

Screening of emails received on CRM Freshdesk, replying to

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage

Answering inbound calls for providing Credit card info, usage