Credit Coach: Unsecured Lending

FPPT.com
Stress Points
• Pend Rates(Valid & Invalid).

• FTA(First Touch Approval).

• Workshop tool challenge.

• IOP(Intent of Policy) and EV2.

• CTS scores

• Policy refreshers and new policy updates to the assessors.

Pend Rates
Current Pend rate is 64%

Valid Pend(87%) Invalid Pend(13%)

Problem:
- Not clear submission form submitters(As the system let you submit the application even if it not
completed).
- Behavioural issues by assessors around pends.
• Solution:
- Make a project team to run around scenarios for a better submission and same has to be done liaising
with the risk team.
- For a brief period of time – Ever assessor will have to do a workshop for any pend application (through
workshop tool), from which we can track and come up with a permanent solution Like a share folder
where an assessor will have a visibility around similar issues and cases) .
• SCOPE:
- Chance to decrease invalid pends and have a decision on the application.
- Boost assessor’s confidence.
FTA (First Touch Approval)

Cards
• FTA Unsecured (33%)

PL(37%)

An application is touched with an average of 4 times before an approval is sent.

• SOLUTION :
A share-folder with list of issues and cases as per the CADs can be created for an
assessors reference, as decision on a significant number of applications is taken incorrectly
due to insufficient knowledge.
• SCOPE - An updated share-folder can be used with cases can be used in long term for training purposes.
Workshop Tool Challenge

Workshop tool is not used by the most of the assessors, as they will
be on calls with the frontend while doing the workshop.
Challenges:
 Unable to track number of workshops.
 Time management of coaches.
 Assessor’s reliance on coaches.

• Solution:
Assessor to diligently update workshop tools for the scenarios not covered in
IOP worksheet and share-folder created for their help. Assessor must do checks on
the mentioned sheet before a call is made and workshop is done.
• SCOPE - Workshop tool management will allow assessor to use available means to
decision an application with reduced workshop timings.
IOP & EV2

IOP worksheet : Need to create an universal IOP worksheet ,

which can be used by assessor without restriction of its
discretion.

EV2: Once EV2 is rolled out, a reference sheet for the assessors to
be created specifically on EV2 related scenarios.
CTS Scores
Implementation of EV2 can affect CTS scores:
This concerns can be dealt through ways , which has to be kept in mind while during the EV2
roll-out.
First stage of EV2 will be Training & download of EV2 to all the assessors.

- FAQs sheet has to be created(Questions raised with Risk, credit and assessors during training
of EV2 roll out).

- Moratorium period of 2 weeks to be given, where an assessor can workshop the

deal(through workshop tool) related to EV2 queries.

- Alternate day credit huddle for 2 weeks to discuss the EV2 related scenarios.

- Critical scenarios and its solutions to be reviewed with risk and outcome to be published in
regular CSO update.
 TARGET 2020

Pend Reduction IOP & EV2

FTA, CTS &

QUALITY

Share-Folder creation Workshop tool

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