Fincare Bank

Fincare Bank
Fincare Small Finance Bank

At a glance

  • Use Case: Video Personal Discussion (Video PD) (SaaS)
  • Departments Covered: Mortgages
  • Go-Live Date: 1st Feb 2023

Fincare Bank

Fincare Bank

Problem Statement

  • Physical PD are time consuming, TAT is more and less cost effective.
  • Seniors are not aware of the onsite issues and commitments done by the credit officers, which affects business growth in the long term.
  • No digital evidence of the customer, thereby increasing the possibility of fraud.

Solution by VideoCX

  • Video PD helped them to overcome the above problem statement.
  • The cost per PD got reduced and more PD were processed on a single day, thereby increasing their business volumes. This opened doors to other departments.
  • National Credit Managers can review the Video PD and help in cases where the credit manager could not take decision for the loan disbursement.
  • Having digital presence of the customer ensured there is no fraud done by the credit manager.
  • Customer data is stored forever.
  • Increases the reach across India.

Customer Touchpoint Journey

  • The RU sends the link to the customer via Videocx.io.
  • SMS Gateway is of Videocx.io.
  • The customer receives the link, clicks on “Start Chat”.
  • A notification is triggered on the agent’s chat window, allowing them to start the session.

During the Video PD Call

The agent guides the customer through the following steps:
  • PAN Card screenshot.
  • Location sharing.
  • Surroundings photograph.
  • Call is then marked as Success, Reject, or Pending with comments.

Post-Call Workflow

Once the Video PD is complete:
  • SCP link is manually copied and pasted in LOS.
  • The supervisor reviews the recording.
  • Based on this review, the loan is either approved or disapproved.
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