Having understood the customer acceptance policy, let us now look at how we identify our customers. Customer identification means identifying the customer and verifying his or her identity and address by using reliable, independent source documents, data or information. Vardhana shall verify and obtain supporting documentation for establishing identity and address of all new clients before the loan is dispersed. Unique customer identification code shall be allotted while entering into new relationships with the individual customers. To legally identify any individual, we need a government-issued ID proof. Let us look at what documents can be accepted as ID proof. Valid passport, PAN card, Valid voter's identity card, Valid driving license, Valid identity card issued by government and public sector undertaking authorities, Aadhar card. Let us look at what documents can be accepted as address proof. Valid passport, Valid voter's identity card, Aadhar card, Valid driving license and Electricity bill not more than 2 months old. Along with ID and address proof, we also require a recent photo of all the applicants. To identify a trust, we require Certificate of Registration, Trustee or Society by Laws as applicable, Board Resolution or Letter of Authority to Transact Business on its behalf and PAN Card of Trust or Society. Let us now look at our responsibility in identifying our customers. The sales team plays a foundational role in the customer identification procedure serving as the first touchpoint in the verification process Their responsibility begins with the collection of official KYC documents The team must then conduct a visual verification of the customer, either face-to-face or through the video-based customer identification process, ensuring that the person presenting the documents matches the identity being verified. It is essential that all documents collected are clear, legible and self-attested to confirm the customer's acknowledgement and authorization. Sales representatives are also expected to educate the customer on why each document is required. In cases where documents are shared digitally, the team must ensure the documents are received from the customer's registered email ID or mobile number, and treat such submissions as consented and valid. The operations team plays a central role in verifying identity and ensuring record accuracy during the customer identification procedure. procedure. Their responsibility starts with validating customer documents against internal checklists ensuring that all KYC requirements are fulfilled and no discrepancies exist. They must ensure that Aadhaar numbers are properly redacted displaying only the last four digits in compliance with regulatory guidelines. Each PAN card must be cross-checked with the issuing authority to verify authenticity and eliminate the risk of identity fraud. The team also generates a unique customer identification code, or UCIC for each applicant and is responsible for uploading verified KYC details to the Central KYC Registry CKYCR in cases where the Video Customer Identification Process or VCI is used the operations team must manage the workflow efficiently and ensure all video recordings are securely stored on servers located within India. The credit team is responsible for conducting identity assessment and risk profiling as part of the customer identification procedure. Raise red flags or suspicions on authenticity of documents. In the case of trusts, societies or institutions, the credit team must ensure that the individual applying is legally authorized and that the organization itself is valid and registered. They are also responsible for identifying high-risk identities, such as politically exposed persons, non face-to-face applicants or those associated with politically sensitive organizations. If the initial documentation is insufficient or questionable, the credit team must request enhanced due diligence, including additional proofs or clarification. The technical team plays a critical role in the property identification. This is done by verifying the property shown to the valuer as per documents. They also assess the market value of the property. The collections team plays a crucial role in maintaining identity assurance even after the loan has been disbursed. Their primary responsibility is to monitor repayment channels and verify that the person or entity making the payment matches the originally identified and verified borrower if payments are received from unrelated third parties or if any repayment pattern seems inconsistent with the customer profile the team must treat it as a potential case of identity misuse and escalate the matter Additionally, if official communication, such as loan reminders or statements, bounces back or goes unanswered, the collections team is responsible for initiating reverification of the customer's contact details and address. Several non-client facing functions play a vital role in enabling and safeguarding the customer identification procedure, even if they do not interact with customers directly. Let's look at their contributions. The risk team generate reports showing the percentage of customers with verified identity. They must flag accounts missing mandatory CIP elements, like PAN cards or mismatched customer names. names. Human Resources ensures employees in customer-facing roles are ethically trained and verified. They prevent insider fraud by conducting background checks and reinforcing responsible handling of sensitive identity documents. Learning and development teams are responsible for training frontline staff on CIP essentials. Marketing must avoid promotional messaging that implies no ID needed or zero paperwork. IT infrastructure and information security teams are responsible for safeguarding v-sip recordings and scanned KYC documents. They must ensure that access to data is controlled and that all systems are protected from unauthorized access. Admin and procurement teams are expected to collect registration and identity documents from vendors during onboarding. They also help enforce physical access controls at branches supporting the verification process where required.