Let us understand the Customer Acceptance Policy in detail. As per the Customer Acceptance Policy, Customer Due Diligence process to be followed for each application without which loan is not to be disbursed. Customer is to be specified about the mandatory KYC slash CDD information required to verify identity, financial profile and risk profile prior to the loan being eligible for processing, optional or additional information to be taken only after explicit approval of the client. Self-attestation on such documents will be construed as consented. If the document is shared by the customer digitally, receipt from registered email ID or registered mobile number will be construed as consented CDD process to be applied for all applicants and co-applicants let us understand our responsibility while accepting customers the sales team serves as the first point of contact in the customer journey and plays a crucial role in the onboarding process their primary responsibility is to educate the customer about the KYC requirements and and the loan eligibility criteria ensuring complete transparency from the start They must collect all required documents which include self copies of the customer PAN card Aadhaar, proof of address, and income details. It is essential to visually verify the customer's identity and ensure that the documents submitted are clear, complete, and authentic. Sales personnel should remain vigilant and raise any red flags, such as reluctance to submit documents, inconsistencies in information, or payments being made by unrelated third parties. The sales team must upload accurate data on the CRM system. The operations team ensures that the documentation and identity verification process is thorough and compliant. They perform initial KYC validation, ensuring customer details are complete and match across all forms. They are responsible for uploading documents to internal systems and updating the CKYCR, the Central KYC Registry. Operations must also track the method of KYC such as physical digital or video KYC and assign UCICS Unique Customer Identification Codes If documents are missing they must follow up promptly Their accuracy ensures that only verified and fully compliant customers move ahead in the loan process. The credit team plays a critical role in conducting Customer Due Diligence, or CDD. They assess the customer's financial profile, evaluate their risk classification, and ensure the documentation supports both. If the profile suggests a higher level of risk, such as inadequate income proof or inconsistent information, the credit team must escalate the case. The technical team ensures that the collateral offered is as per the norms of the organization. They will check the monetary worth of the asset, check if all the approvals from respective authorities are in place and assess the marketability of the property. Although involved post-loan disbursement, the collections team supports CAP by monitoring repayment behaviour from the start. They detect unusual repayment patterns, such as lump sum cash deposits or payments by unrelated parties. Such anomalies are reported to both the credit and compliance teams for reassessment Their observations provide a second checkpoint to ensure the customer acceptance was appropriate and justified. Each non-client facing function at Vartana plays a vital supporting role in ensuring the effective implementation of the customer acceptance policy. Admin teams are responsible for educating employees on CAP principles and guidelines. Ensuring all functions are aware of their responsibilities. Human resources ensures that ethical conduct is maintained across teams, and that every employee is committed to CAP compliance as part of their role. Admin teams conduct thorough due diligence on vendors, helping ensure that we only engage with partners who meet compliance requirements. Risk team are tasked with capturing and analyzing customer onboarding data, flagging trends, and highlighting cap violations for corrective action. Compliance and internal audit teams are responsible for reviewing and evaluating effectiveness of internal controls. Lastly, marketing ensures that all messaging and campaigns reflect our CAP standards and that all leads generated through external efforts are verified and compliant.