Pushpa Immanuel Nadar

• Annual Percentage Return (APR): The quarterly calculation and publication of APR is a compliance requirement. The APR is calculated for the quarter and published in DCB Bank website.
• NHB & SIDBI Refinance: The Bank takes refinance from NHB & SIDBI on the retail loans funded by it. In order to take refinance certain criteria had to be met which is shared by Treasury team. Basis the criteria Product team extracts data, checks the data on different criteria such as DPD, Active/Close, employee no. restructure etc. as required and submits to Treasury.
• Quarterly SMS : As per regulatory guidelines, we have to communicate to the existing floating rate customers through SMS on quarterly basis i.e April, Jul, Oct, Jan.
• Pricing Deviation : Every quarter product team has to share the pricing deviation taken in last quarter disbursed loan with the Risk team.
• VOC : Service Excellence team does welcome calling every month to understand the onboarding process. Any complaints/unsatisfactory responseof customers are shared with Product team. The complete RCA is prepared and shared with Service Excellence team which is then discussed during VOC.
• Documentation: Any updation/revision in any documents needs approval from different stakeholder's post which the changes are implemented. Approval is taken from Service Excellence, Marketing and Compliance for implementation of any change. Following documents undergoes changes as and when there is any internal or compliance requirement:

(a) Application Form

(b) Sanction letter

(c) Agreement (Legal approval is also taken)

(d) Disbursement Request Form

Communication to Customers (Rate Reset Letter/CRP Letter etc.)

• Floating rate Revision (FRR): FRR is done 4 times in a year (once per quarter) for cases with rate type MCLR,EBLR, RBLR and RLLR. For other rate types it is done as and when there is any benchmark change. The rate revision mail is sent by Risk team to IT. We only follow up with IT to get the rate revision done in system. Once completed, Product team checks the correctness of the PRE FRR and POST FRR data and validate the changes.
• Credit Risk Premium (CRP): Like FRR, CRP is run once in a quarter in Feb, May, Aug and Nov, Here only the mark-up is increased. we verify the data and sent it for implementation in the sytem.
• Future Date fixed to floating conversion: These are cases where fixed tenure has got extended as case went to Moratorium. Every month some cases out of the total cases moves out of moratorium. For these cases, Product team checks whether rate has got updated as per current floating rate of interest. Wherever there is anomaly, cases are shared with CROPS to revise the rate as per current floating anchor rates.
• RBS Tranche Audit: Compliance team carries out RBS Tranche audit on different business or process for Mortgage. All data requirements and closure of observations are coordinated and closed by Product team. For this exercise, Product team liase with CROPS and Credit and take the observations to closure.
• EBLR to EBLRDEC24 : EBLR/EBLRHL case completed 3 years in current rate type, to be revised to EBLRDEC24/EBLRHLDEC24 every quarter at FEB,MAY,AUG,NOV along with FRR activity. Prior to conversion customer communication to be sent via SMS/Letter wherever applicable.
• Quarterly Statement of Accounts: As per RBI circular on Floating rate of interest, Bank must share with customers statement of account with all financial details every quarter. To comply to the guideline, Product team along with Service Excellence team has developed the journey of sharing the information through “My Documents” link in Bank website. Product team has toliase with IT team and ensure that the communications are sent on a timebound manner every quarter.
• RBI related observations : All RBI related observations during RBI audit and post RBI audit are handled by Product. During RBI audit, Product team has to meet and explain RBI inspectors different aspects of business and resolve their queries.
• Exception report handling : Every month we have to check the previous month disbursement for any anomaly, like case disbursed with negative markup, ROI is less than anchor rate, tenor is more than 240 and 300 for BL and HL respectively.
• Coordinated project planning and execution with team members and team leads.
• Thrived in fast-paced, highly-adapt team to develop and prioritize product features and build product roadmap.
• Communicated effectively with team members to deliver updates on project milestones and deadlines.

• Ensuring high quality customer service, addressing customer queries and handling difficult customer situations.
• Ensuring compliance with all policies and procedures, including those related to KYC, CDD, EDD, and money laundering prevention.
• Identifying, escalating, mitigating and resolving risk matters
• Growing customer digital adoptions and usage
• Ensuring seamless customer onboarding through service calls.
• Implementing and tracking standards of performance and key service performance indicators
• Identifying sales opportunities to maximize new business acquisition
• Ensuring that office rules, branch control, and operational procedures are strictly adhered to
• Responsible for client satisfaction with service arrangements and delivery.
• Review service performance with clients and generate ways to continuously improve service standards.
• Work with internal stakeholders to provide end to end query resolution to client satisfaction.
• Maintain a professional SCB image through all interactions with clients.

• Twice obtained the Best performer service Award in the year 2023.
• Preparing daily business MIS of logins, sanctions & disbursals for PAN INDIA.
• Onboarding of New Referrals.
• Allocation of leads to the PAN INDIA team & maintains the files with updated status.
• Managing the Generic email ID's for the mortgage team to send communication on promotional offers.
• Data reconciliation of approved inventory and as per policy for deviation cases, allocates limits for approvals.
• Updating client detail in system – ECDD used by Bank. (Mortgage cases)
• Classifying clients as per the risk category in system ECDD.
• Customer Due Diligence as per the RBI & Group guidelines in ECDD.
• Obtain and update all missing client documentation from RMs / Client Liaison group.
• Reviews application access as per approved access Grid also tracks on the completion of e-learnings.
• Communicate clearly in writing with team members on escalation and does the follow ups to get the queries resolved.
• Ensure timely and effective co-ordination with all PAN INDIA team. So that business objectives are driven and processes are adhered to.
• Provide support to the Manager and team in administering and maintaining records.
• Handling all employees joining and exit formalities and maintaining relevant employee documents.
• Processing of Referral bills as per banks process for PAN INDIA channels.
• Managing all aspects pertaining to compliance and liaising with Area HR and the governance team, assisting them where applicable in following and monitoring Banks processes and procedures.

• Onboarding TPS channels to source HL and LAP product.
• To resolve all the queries raised by Sales governance team.
• Process payouts for TPS channels.
• To Follow and complete the Annual review process as required by Bank policy.
• Maintaining the relationship with customer rapport building.
• Escalation of pending issues with accurate details with the Management team..
• Ensuring that Customers make us their primary by developing various business segments along with sales and services.
• Tracking progress of daily queries and resolving issues raised regarding Home loans and Retail LAP.

• Preparing and managing all relevant MIS, maintaining and updating daily, weekly and monthly business tracker for PAN INDIA Mortgage team.
• Onboarding of New Referrals.
• RFES initiation and thoroughly checking all Mortgage files and co-ordinating with CO team to get the files logged in the system.
• Updating client detail in system – ECDD used by Bank .(Mortgage cases)
• Classifying clients as per the risk category in system ECDD.
• Customer Due Diligence as per the RBI & Group guidelines in ECDD.
• Obtain and update all missing client documentation from RMs / Client Liaison group.
• Escalation of pending issues with accurate updating of Management Information.
• Communicate clearly in writing with team members and preparing MIS on daily basis.
• Ensure timely and effective co-ordination with all units. So that business objectives are driven and processes are adhered to.
• Provide support to the Manager and team in administering and maintaining records.
• Handling all employees joining and exit formalities and maintaining relevant employee documents.
• Processing of Referral bills as per banks process for PAN INDIA.
• Managing all aspects pertaining to compliance and liaising with Area HR and the governance team, assisting them where applicable in following and monitoring Banks processes and procedures.

· Preparing and managing all relevant MIS, maintaining and updating daily, weekly and monthly business tracker for West region Mortgage team.

· RFES initiation and thoroughly checking all Mortgage files and co-ordinating with CO team to get the files logged in the system.

· Updating client detail in system ECDD used by Bank .(Mortgage cases)

· Customer Due Diligence as per the RBI & Group guidelines in ECDD.

· Obtain and update all missing client documentation from RMs / Client Liaison group.

· Provide support to the Manager and team in administering and maintaining records.

· Handling all employees joining and exit formalities and maintaining relevant employee documents.

· Managing all aspects pertaining to compliance and liaising with Area HR and the governance team, assisting them where applicable in following and monitoring Banks processes and procedures.

• Preparing and managing all relevant MIS, maintaining and updating daily, weekly and monthly business tracker for Mumbai.
• Helping Team Leaders in administering and responsible for maintaining records.
• Maintenance and management of stationeries.
• Handling all Joining and Exit formalities and liaisoning with Area HR or SG team.
• Managing all aspects pertaining to compliance.
• Processing of Vendor bills.