Qualifications Pack for Microfinance Executive

Qualifications Pack Code BSC/Q 0801

Job Role Microfinance Executive
Credits (NSQF) TBD Version number 1.0
Job Details

Banking, Financial
Sector Services and Insurance Drafted on 24/03/2015
(BFSI)
Sub-sector Microfinance Last reviewed on 18/04/2015

Occupation Microfinance Executive Next review date 25/11/2016

NSQC Clearance on*

NA

Job Role Microfinance Executive

The Micro-Finance Executive is the face of the microfinance
institution (MFI) or microfinance company (MFC) with the
customer. They are responsible for identifying potential areas
to develop the business, building awareness through financial
literacy, sourcing potential or prospective customers. Further
they are responsible to the customer in effectively guiding
them through the various processes like application, sanction
disbursement, collection etc. that enable the customers to enjoy
Role Description the benefits of micro-financial services that include, micro
loans, micro-savings, micro-insurance, micro-pensions etc. All
these products are expected to bring value in their lives.
Some of these products are provided by MFIs, in collaboration
with partners, who make use of the wide network created
by the former to deliver products that would have otherwise
remained unavailable to the financially excluded. Typical
examples are insurance and pension products that are sold
on behalf of the principal.
NSQF level 2
Minimum Educational Qualifications* Middle School (Class VIII)
Maximum Educational Qualifications* Graduation
Training
Training offered by the respective Micro-Finance Companies
Minimum Job Entry Age 16

Experience No experience necessary

Compulsory:
Microfinance Executive:
1. BSC/N 0801 (Sourcing of customers)
Applicable National Occupational 2. BSC/N 0802 (Assistance with application process)
Standards (NOS) 3. BSC/N 0803 (Loan Disbursement)
4. BSC/N 0804 (Collection and Follow-up)
Optional:
NA
Performance Criteria As described in the relevant OS units

2
 Qualifications Pack for Microfinance Executive

Keywords
Description
/Terms
Sector Sector is a conglomeration of different business operations having similar businesses
Definitions

and interests. It may also be defined as a distinct subset of the economy whose
components share similar characteristics and interests.
Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and
interests of its components.
Occupation Occupation is a set of job roles, which perform similar/related set of functions in an
industry.
Function Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group of
persons. Functions are identified through functional analysis and form the basis of OS.
Job Role Job role defines a unique set of functions that together form a unique employment
opportunity in an organization.
OS OS specify the standards of performance an individual must achieve when carrying
out a function in the workplace, together with the knowledge and understanding they
need to meet that standard consistently. Occupational Standards are applicable both
in the Indian and global contexts.
Performance Performance Criteria are statements that together specify the standard of
Criteria performance required when carrying out a task.
NOS NOS are Occupational Standards which apply uniquely in the Indian context.
Qualifications Qualifications Pack Code is a unique reference code that identifies a qualifications
Pack Code pack.
Qualifications Qualifications Pack comprises the set of OS, together with the educational, training
Pack and other criteria required to perform a job role. A Qualifications Pack is assigned a
unique qualification pack code.
Unit Code Unit Code is a unique identifier for an Occupational Standard , which is denoted by an
‘N’.
Unit Title Unit Title gives a clear overall statement about what the incumbent should be able to
do.
Description Description gives a short summary of the unit content. This would be helpful to
anyone searching on a database to verify that this is the appropriate OS they are
looking for.
Knowledge and Knowledge and Understanding are statements which together specify the technical,
Understanding generic, professional and organizational specific knowledge that an individual needs in
order to perform to the required standard.
Organizational Organizational Context includes the way the organization is structured and how it
Context operates, including the extent of operative knowledge managers have of their relevant
areas of responsibility.
Technical Technical Knowledge is the specific knowledge needed to accomplish specific
Knowledge designated responsibilities.
Core Skills or Core Skills or Generic Skills are a group of skills that are key to learning and working in
Generic Skills today's world. These skills are typically needed in any work environment. In the
context of the OS , these include communication related skills that are applicable to
most job roles.

3
Definitions Qualifications Pack for Microfinance Executive

Keywords /Terms Description

SSC Sector Skill Council
Acronyms

OS Occupational Standard(s)
NOS National Occupational Standard(s)
QP Qualifications Pack
UGC University Grants Commission
MHRD Ministry of Human Resource Development
MoLE Ministry of Labor and Employment
NVEQF National Vocational Education Qualifications Framework
NVQF National Vocational Qualifications Framework

4
 BSC/N 0801 Sourcing Customers

National Occupational
Standard

--------------------------------------------------------------------------------------------------------------------------------------
Overview

Sourcing of Customers for the purpose of financial inclusion

4
 BSC/N 0801 Sourcing Customers

Unit Code BSC/N 0801

Unit Title
Prepare for Sourcing Customers
(Task)
National Occupational Standard

Description This OS unit is about sourcing customers

Scope The unit/ task covers the following:
 Assign an area for sourcing clients

 Acquire potential clients

 Query resolution

 General/ Administrative

Performance Criteria (PC) w.r.t. the Scope

Element Performance Criteria

To be competent, the user/individual on the job must know:

Assign an area for PC1. The territory he is assigned to
sourcing clients PC2. How to Survey the given territory and assess business potential,
keeping the requirements of eligibility of target customers as per company
norms and the various statutory regulations in mind
PC3. Distributing pamphlets with product details
Acquire potential PC4. Initial discussion with potential clients, understanding their financial
clients needs
PC5. Advising them as to which product best suits their financial
requirements
PC6. Liaise with financial advisors/manager who have an understanding of
Query resolution the financial aspects of the customer queries
PC7. Resolve all customer queries
PC8. Update details of customers acquired and status into information
system/records
PC9. Prepare and submit periodic reports on status of acquired customers
General/ to supervisor/ manager
Administrative PC10. Discuss and set revenue/account targets with supervisor/manager if
applicable
PC11. Prepare reports on targets achieved and review future targets

Knowledge and Understanding (K)

A. Organizational The user/individual on the job needs to know and understand:
Context KA1. The organizations vision, mission and organization structure,
(Knowledge of the background and history
KA2. Types of Products available, their features and services offered to
company /
potential customers
organization and
KA3. Standard operating procedure and guidelines to perform their
its processes) function
Risk compliance and risk associated with various products
KA4. Types of customers segments and their suitability for the products
offered

5
 BSC/N 0801 Sourcing Customers
KA5. Understanding Code of Conduct with customers and security
procedures for handling sensitive customer information and safe guarding
their information
B. Technical
The user/individual on the job needs to know and understand:
Knowledge
KB1. Types of products offered and details of the same
KB2. Understanding the Products offered by other financial providers,
money lenders etc.
KB3. Procedure for digitally updating customer details, if required
KB4. Factors that impact the creditworthiness of the customer
Basic economic, accounting and financial concepts such as interest rates,
profit/loss etc.
Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. Prepare reports and /or summary on status of leads
SA2. Prepare reports, profiles and summary of the customers sourced
SA3. Fill in appropriate forms and documents
Reading Skills

The user/individual on the job needs to know and understand how to:
SA4. To read and understand circulars and guidelines of the organization
and relate then to regulatory guidelines
SA5. To read and verify authenticity of documents submitted by potential
customers
SA6. To read and explain terms and conditions of various products to
customers
SA7. To use a script for sourcing so as to standardize communication
Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:
SA11. Communicate clearly with supervisors and peers
SA12. Communicate with customers in a language and in ways understood
by them

6
 BSC/N 0801 Sourcing Customers
B. Professional Skills Decision Making
NA

Plan and Organize

The user/individual on the job needs to know and understand how to:
SB1. Plan appointments with prospective customers; be prepared with
appropriate plans prior to the meeting.
SB2. Prioritize and execute tasks in within the scheduled time limits
SB3. Adjust according changing requirements and achieve individual goals
SB4. Be a team player and achieve joint goals
Problem Solving

The user/individual on the job needs to know and understand how to:
SB5. Address problems arising due to customer non-cooperation or
administrative fault and escalate those issues beyond one’s role.
SB6. Refer the anomalies to supervisor
SB7. Seek clarification on problems from others within the team
Customer centricity

The user/individual on the job needs to know and understand how to:
SB8 . Treat customers personal information as confidential
SB9 . Work for the customers best interest
SB10. The user/individual on the job should not involve in personal
financial dealings with customers
Analytical Thinking

The user/individual on the job needs to know and understand how to:
SB11
. Assess customers financial status and understand their financial
capacity for the appropriate product.
SB12. Interact regularly with customers and take some new ideas how to
service the customers with better products, service or need for any change
in the current status.
Motivation

The user/individual on the job needs to know and understand how to:
SB13. Be self driven, take initiatives and deliver results set by the
organization and respective superiors
Critical Thinking

NA

7
 BSC/N 0801 Sourcing Customers

NOS Version Control:

NOS Code BSC/ N 0801

Credits(NSQF) TBD Version number 1.0

Banking, Financial
Industry Services and Insurance Drafted on 24/03/2015
(BFSI)
Industry Sub-sector Microfinance Last reviewed on 18/04/2015

Occupation Microfinance Executive Next review date 25/11/2016

8
 BSC/N 0802 Assisting with application process

National Occupational
Standard

-------------------------------------------------------------------------------------------------------------------------------------
Overview
This unit covers Assisting with application process

9
 BSC/N 0802 Assisting with application process

Unit Code BSC/N 0802

Unit Title
Assisting with application process
(Task)
National Occupational Standard

Description This OS unit is about assisting with the application process

Scope The unit/ task covers the following:
Obtain requisite documents
Document Verification
Maintain record of the data
General/ Administrative

Performance Criteria (PC)

Element Performance Criteria

To be competent, the user/individual on the job must be able to:

Obtain requisite PC1. Obtain requisite documents from customers (all KYC documents).
documents PC2. Obtain all biometric inputs into the system from the customers
PC3. Assist with filling in the application
PC4. Go back for any documents if required
PC5. Obtain credit rating
PC6. Verify validity of all KYC documents
PC7. Perform documentation check at the branch
Document
PC8. Credit check by the team at the branch
Verification
PC9. Pursue referrals enquiring about the past records/business of the customer to
ensure safety of dealing with the customer
Maintain record of PC10. Input all data requirements into the system for verification and approval/
the data handover application to credit check team

PC11. Update details of accounts opened and their status into information
system/records
PC12. Prepare and submit periodic reports on status of acquired customers to
General/ supervisor/ manager
Administrative PC13. Discuss and set revenue/account targets with supervisor/manager if applicable
PC14. Prepare reports on targets achieved and review future targets
PC15. Follow proper procedures as laid down by the bank in handling sensitive and
confidential customer information

Knowledge and Understanding (K)

A. Organizational The user/individual on the job needs to know and understand:
Context KA1. The roles and responsibilities of the job – the Company’s expectation of the role
(Knowledge of the KA2. List of supporting documents required with specifics
company / KA3. Procedure for assisting customers with application forms and processes
organization and KA4. The organizations’ policy of privacy & discretion when dealing with customer’s
its processes) personal information
KA5. All relevant legal procedures involved in application
KA6. Methods to format data and information required for reporting on customer
base

10
 BSC/N 0802 Assisting with application process

The user/individual on the job needs to know and understand:

B. Technical KB1. The regulatory system that governs banks and their impact on procedures
Knowledge KB2. Requirements for KYC Norms, acceptable options of identity & address proof,
supporting documents required and other identification procedures
KB3. Factors that impact the creditworthiness of the customer
KB4. Basic economic, accounting and financial concepts such as interest rates,
profit/loss etc.
Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. Assist customers with filling application forms
Reading Skills
The user/individual on the job needs to know and understand how to:
SA2. Read and understand organizational and regulations & guidelines
SA3. Read and understand the details that are to be mentioned by the customers on
the application forms
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA4. Communicate clearly with the customer using language that he/she
understands; Regional language expertise is a must
SA5. Communicate and share knowledge with peers and supervisors
B. Professional Skills Decision Making
NA

Plan and Organize

The user/individual on the job needs to know and understand how to:
SB1. Prioritize and execute tasks in within the scheduled time limits
SB2. Adjust according changing requirements and achieve individual goals
SB3. Be a team player and achieve joint goals
Customer centricity

The user/individual on the job needs to know and understand how to:
SB4. Treat customers personal information as confidential
SB5. Work for the customers best interest
SB6. The user/individual on the job should not involve in personal financial dealings
with customers
Problem Solving
NA

11
BSC/N 0802 Assisting with application process

Analytical Thinking

The user/individual on the job needs to know and understand how to:
SB7. Assess if the customer is filling the application form as required and correct it
incase of any discrepancy.

Critical Thinking
NA

12
 BSC/N 0802 Assisting with application process

NOS Version Control:

NOS Code BSC/ N 0802

Credits(NSQF) TBD Version number 1.0

Banking, Financial
Industry Services and Insurance Drafted on 24/03/2015
(BFSI)
Industry Sub-sector Microfinance Last reviewed on 18/04/2015

Occupation Microfinance Executive Next review date 25/11/2016

13
 BSC/N 0803 Loan Disbursement

National Occupational
Standard

--------------------------------------------------------------------------------------------------------------------------------------
Overview
This unit covers performing Loan disbursement

14
 BSC/N 0803 Loan Disbursement

Unit Code BSC/N 0803

Unit Title
Loan Disbursement
(Task)
National Occupational Standard

Description This OS unit is about disbursement of loans

Scope The unit/task covers the following:
Check status of the loan application

Signing the documents& disbursement of loan

Performance Criteria (PC)

Element Performance Criteria

To be competent, the user/individual on the job must be able to:

Check status of the
PC1. Check status of the loan application from credit check team
loan application
PC2. If the loan has been approved inform the customer
Signing the PC3. Assist the customer to come to the branch to complete formalities
documents & PC4. Ensure the disbursement of loan within the stipulated time period
disbursement of loan
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context KA1. Escalation matrix or deviation approval process, in the case
(Knowledge of the application is rejected.
company / KA3. All relevant legal procedures involved in application
organization and
its processes)

B. Technical
The user/individual on the job needs to know and understand:
Knowledge
KB1. The regulatory system that governs banks and their impact on
procedures.
KB2. Requirements for KYC Norms, acceptable options of identity &
address proof, supporting documents required and other identification
procedures.
KB3. Methods to calculate interest & principal amounts for loan
repayment.
KB4. Modes of payment available to the customer.
KB5. Basic IT skills and operating procedures to update status of loans
sourced, Disbursed, Total loan details.
KB6. Factors that impact the creditworthiness of the customer.
KB7. Basic economic, accounting and financial concepts such as interest
rates, profit/loss etc.
KB8. Basic accounting techniques for recording transactions if required.
Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. Prepare reports and summary of the documents for review.
Reading Skills

15
 BSC/N 0803 Loan Disbursement

The user/individual on the job needs to know and understand how to:
SA2. Read and understand organizational and regulations & guidelines.
SA3. Read and understand status of application
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA4. Communicate with peers and supervisors to know status of the loan
application and disbursement details.
SA5. Communicate clearly with the customer using language that he/she
understands. Regional language expertise is a must
B. Professional Skills Decision Making
NA
Plan and Organize

The user/individual on the job needs to know and understand how to:
SB1. Prioritize and execute tasks in within the scheduled time limits
SB2. Adjust according changing requirements and achieve individual goals
SB3. Be a team player and achieve joint goals
Customer centricity
The user/individual on the job needs to know and understand how to:
SB4. Treat customers personal information as confidential
SB5. Work for the customers best interest
SB6. The user/individual on the job should not involve in personal
financial dealings with customers

Problem Solving

NA
Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB7. Assess customers financial status and understand their financial
Capacity before disbursing the loan.
Critical Thinking
NA

16
BSC/N 0804
BSC/N 0803 Loan Disbursement

NOS Version Control:

NOS Code BSC/ N 0803

Credits(NSQF) TBD Version number 1.0

Banking, Financial
Industry Services and Insurance Drafted on 24/03/2015
(BFSI)
Industry Sub-sector Microfinance Last reviewed on 18/04/2015

Occupation Microfinance Executive Next review date 25/11/2016

17
 BSC/N 0804 Collection & Follow-up

National Occupational
Standard

--------------------------------------------------------------------------------------------------------------------------------------
Overview
This unit is about Collection & Follow-up

18
 BSC/N 0804 Collection & Follow-up

Unit Code BSC/ N 0804

Unit Title
National Occupational Standard

(Task) Collection& Follow-up

Description This unit is about carrying out housekeeping activities

Scope This unit/task covers the following:
 Collection of money& follow-up
 Update settlements
 Reporting of fraud

Element Performance Criteria

To be competent, the user/individual on the job must be able to:
PC1. Ensure that collection process and legal guidelines are adhered to
Collection of money& PC2. Conduct Biometric verification of all those present to record attendance
PC3. Report to branch, deposit all cash collected and sign off on the drop
follow-up
PC4. Perform all accounting formalities for cash collected
PC5. Interact with different teams at appropriate verticals and if required
engage them for collections
PC6. Follow-up and Recovery of overdues from the defaulter/debtors
PC7. Update settlement details (if any) for loan repayments collected
Update settlements PC8. Recommendation of doubtful overdue cases for writing off in co-
ordination with Credit department
PC9. In case of theft, loss of cash report the issue to senior management and
provide proof for insurance
Reporting of frauds
PC10. Reporting any fraud identified in the field to Vigilance
Recommending for Policy initiatives
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context (Knowledge KA1. Company policy for collection
of the company / KA2. Dispute and redress mechanism
organization and its
processes)

The user/individual on the job needs to:

B. Technical KB1. update change of customers' information, providing and maintaining MIS
Knowledge report, reviewing of collection feedback on daily ,Weekly & Monthly basis, etc
KB2. Recommend legal actions for non-recoverable cases and follow up with
the Legal Cell for the closure of the cases

19
 BSC/N 0804 Collection & Follow-up

Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. Prepare reports and summary of the documents for review
SA2. Maintain a report for customers that need a follow-up
Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. Read and understand organizational and regulations & guidelines
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA4. Listen to the customers and be able to offer products that are
appropriate to their requirements
SA5. Communicate clearly with the customer using language that he/she
understands. Regional language expertise is a must
SA6. Communicate and share knowledge with peers and supervisors
B. Professional Decision Making
Skills NA
Plan and Organize
The user/individual on the job needs to know and understand how to:
SB1. Prioritize and execute tasks in within the scheduled time limits
SB2. Adjust according changing requirements and achieve individual goals
SB3. Be a team player and achieve joint goals
Customer centricity

The user/individual on the job needs to know and understand how to:
SB5. Treat customers personal information as confidential
SB6. Work for the customers best interest
SB7. The user/individual on the job should not involve in personal financial
dealings with customers
Problem Solving
NA

Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB4. Assess customers financial status and understand their financial capacity
for repaying the loan
Critical Thinking
NA

20
 BSC/N 0804 Collection & Follow-up

NOS Version Control:

NOS Code BSC/ N 0804

Credits(NSQF) TBD Version number 1.0

Banking, Financial
Industry Services and Insurance Drafted on 24/03/2015
(BFSI)
Industry Sub-sector Microfinance Last reviewed on 18/04/2015

Occupation Microfinance Executive Next review date 25/11/2016

21
 Qualifications Pack for Microfinance Executive

CRITERIA FOR ASSESSMENT OF TRAINEES

Microfinance Executive:
BSC/N 0801 (Sourcing of customers)
Sector Skill Council - Banking, Financial Services & Insurance (BFSI)

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC)
will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills
Practical for each PC
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC
3. Individual assessment agencies will create unique question papers for theory part for each candidate at each
examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for every student at each
examination/training center based on this criteria
5. To pass the Qualification Pack, every trainee should score a minimum of 50% in every NOS.
6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take subsequent assessment on the
balance NOS's to pass the Qualification Pack

Marks Allocation

Total Out Theory Skills

Marks of Practical
1. BSC/ N 0801 PC1. Survey the given territory and assess business 100 10 3 7
potential, keeping the requirements of eligibility of
target customers as per company norms and the
various statutory regulations in mind.
PC2. Spreading information regarding product 10 4 6
features

PC3. Initial discussion with potential clients, 10 4 6

understanding their financial needs

PC4. Advising them as to which product best suits 10 4 6

their financial requirements
PC5. Liaise with financial advisors/manager who 10 4 6
have an understanding of the financial aspects of
the customer queries

PC6. Resolve all customer queries 10 2 8

PC7. Update details required of customers acquired 10 3 7
/ potential customers and status into company
information system/records.
PC8. Prepare and submit periodic reports on 10 3 7
rejected / red flagged customers as per company
requirement
PC9. Discuss and set revenue/account targets with 10 1 9
supervisor/manager if applicable

PC10. Prepare reports on targets achieved and 10 3 7

review future targets
Total 100 31 69
2.BSC/ N 0802 PC1. Obtain requisite documents from customers 5 2
(all KYC and other documents) 3

PC2. Complete all other application formalities 100 5 2 3

PC3. Assist with filling in the application 5 2 3

22
 Qualifications Pack for Microfinance Executive

BSC/N 0804
Marks Allocation

Total Out Theory Skills

Marks of Practical
PC4. Recommend eligibility as per norms 15 9 6

PC5. Verify validity of all KYC documents 15 12 3

PC6. Customer credit check by the team at the 5 2.5 2.5

branch

PC7. Perform any additional verifications if 5 1 4

required
PC8. Input all data requirements into the system 15 4.5 10.5
for verification and approval/ handover
application to credit check team
PC9. Update details of accounts opened and their 5 1.5 3.5
status into information
System/records.
PC10. Prepare and submit periodic reports on 5 3.5 1.5
status of acquired customers to
supervisor/ manager
PC11. Prepare reports on targets achieved and 5 3.5 1.5
review future targets.

PC12. Follow proper procedures as laid down by 15 7.5 7.5

the company in handling sensitive and
Confidential customer information.
100 60 40
3. BSC/ N 0803 100 10 1 9
PC1. Check status of the loan application from
credit check team

PC2. If the loan has been approved / rejected 30 6 24

inform the customer of the result

PC3. Assist the customer to complete alldisbursal 30 15 15

formalities

PC4. Ensure the disbursement of loan within the 30 6 24

stipulated time period
100 28 72
4. BSC/ N 0804 PC1. Ensure that collection process and legal 100 5 2.5 2.5
guidelines are adhered to.

PC2. Biometric verification of all those present to 5 1 4

record attendance

PC3. Report to branch, deposit all cash collected 15 7.5 7.5

and sign off on the drop

PC4. Perform all accounting formalities for cash 15 7.5 7.5

collected
PC5. Interact with different teams at appropriate 5 1 4
verticals and if required engage them for
collections
PC6. Follow-up and Recovery of overdues from 15 3 12
the defaulter/debtors
PC7. Update settlement details (if any) for loan 5 1.5 3.5
repayments collected

PC8. Recommendation of doubtful overdue cases 5 1 4

for writing off in co-ordination with Credit
department

23
 Qualifications Pack for Microfinance Executive

BSC/N 0804
Marks Allocation

Total Out Theory Skills

Marks of Practical
15 10.5 4.5
PC9. In case of theft, loss of cash report the issue
to senior management and provide proof for
insurance

PC10. Reporting any fraud identified in the field to 15 10.5 4.5

Vigilance.
Recommending for Policy initiatives

24