The role of DSA is almost same in every financial institution but when you apply for a loan selling agent for a particular lending institution, you have to go through a specific agreement that contains all the terms and conditions applicable. The loan agents are the one who connects a potential loan seeker to the lender, take care of the needed documentation for loan application forms, do fundamental evaluation and ensure that the submitted documents are in accordance with the guidelines of the particular lending institution. Here, we will discuss about what role does DSA play in loan processing and in its disbursal.

1. Applicability
The code of conduct for “LOAN AGENT“ will be applicable to all the individuals employed by DSA who would be involved in marketing and distributions of the financial services of banks and NBFCs. If anyone fails to adhere with this requirement may result in permanent termination of the channel partner tie-up of the DSA with associated lending institution.

2. Tele-calling a potential borrower
A potential loan seeker has expressed his/her desire to take a product via lending website/branch or has been referred by another client or through the an existing customer of the associated bank who has given acceptance for receiving calls for the other services of the bank or NBFC.

3. Keep the secrecy of borrower’s interest
The customer’s privacy should be the first and foremost priority of the “DSA“. If the borrower would authorize then any other individual/spouse/accountant/family member can be contacted.

4. Messages and contacting the borrower
DSA should make a call to the borrower only. However the customer is not available, a message may be delivered to him/her with the objective of getting the customer to call back or to check for a convenient time to call him/her again.

5. Misrepresentations are prohibited
The DSA cannot give misrepresentation of any offered service/product or about the bank and NBFC to the customer and can’t make the false promises on behalf of the bank or any lending institution.

6. Contacting Etiquettes

Pre-call
1. Always make a call between office hours.
2. No calls if you figure out the do not disturb numbers.

During call
1. Give a brief introduction of yourself.
2. Seek a permission to proceed with your product and don’t force if denied.
3. Try to talk in the language that is most comfortable to the customer.

If a loan seeker plans to buy the financial product:
1. Confirm the next call with customer.
2. Provide your contact number if anyone ask for it.
3. Gratify the customer for giving his/her valuable time.

7. Do not accept any bribe
DSA must not accept any kind of bribe offered by the customer. She/he must inform about this act to the management.

8. Few precautions to be taken

DSA should:
• Respect the privacy of customer.
• Do not intrude the client’s office/residence without his/her permission.
• Take care of borrower’s requirements.
• Maintain a healthy and professional relationship.

9. Handling the letters
DSA should follow the prescribed format assigned by the particular lending institution.