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Message: <blockquote data-quote="topkollek" data-source="post: 24570249" data-attributes="member: 510150">HSBC එකේ ණය එකතු කරන උන්ට නම් නීති දාල තියෙනවා. උඹලත් දෙකයි පනහෙ බැන්කු වලට සෙට් වෙනවනෙ.<a href="https://www.hsbc.lk/content/dam/hsbc/lk/documents/consumer-guide/code-of-conduct-edca-en.pdf" target="_blank">https://www.hsbc.lk/content/dam/hsbc/lk/documents/consumer-guide/code-of-conduct-edca-en.pdf</a>Conduct and Decorum of a Debt Recovery AgentAs a representative of the debt collection agency, an agent thus appointed is deemed to bearand exercise specific tasks related to the process of External Debt Collections. To demonstrate a higher degree of honesty, integrity and professionalism in his/her conduct.PUBLIC To never - under any circumstance - act / behave in such a way that causesembarrassment / harassment to the customer / any party involved. To understand your role as not only as a collector but also as a financial advisor tothe customer. To be fluent in the language used, so that you clearly understand what is beingcommunicated and refrain from using abusive language at all times. To possess a broad and updated knowledge of the subject matter of recovery. Be proficient and up-skilled in successful negotiation and convincing skills. To protect the integrity and the sensitivity of information of the customers in theprocess of obtaining information from Third Parties. Must maintain composureeven in the face of rudeness and resistance from the customer. To be conscious of recovery process and resort not to harass verbally or physicallyin any form whatsoever in the process of debt recovery or obtaining information. Should be dressed in professional attire during all collection visits. The said attireshould include, Official employee ID displayed prominently. Visiting card identifying the agent to be a representative of an authorizedcollection agency. At no time the agent should introduce themselves as staff of HSBC or itsgroup offices Must not accept any commission, gift pecuniary or other benefit from a customeror any other individual Agents should act according to the law; refrain from action prejudicial to thebusiness, integrity, reputation or goodwill to the Bank. Agents should strictlyadhere to the following minimum requirements to be observed in the course ofdischarging their duties. Should not resort to intimidation or violence (physical/verbal) against anypersons in their debt recovery actionsPUBLIC Information pertaining to the “nearest relative” (also referred asreferee/third party) mentioned at the point of account assignment by thebank should only be used as a tool to obtain assistance to trace the primarydebtor. Such parties are in no way responsible for the debt and no demandcan be made to them.Confidential information such as the outstanding balance / accountnumbers should not be disclosed to these parties at any cost. Not to employ harassment/improper tactics such as making phone calls atun-reasonable hours, pestering Default Customers with persistent phonecalls, pestering family members, nearest relatives (also referred asreferee/third party), friends to locate the debtor, making anonymous calls,making false or misleading representation with the intent to induce thedebtor to make a payment etc.</blockquote>

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