Reliance Operating Model (for home

loan disbursals)
Reliance Home Loans follows the same model
whatsoever the ticket size be i.e. Affordable
Housing or normal home loans. {For Reliance any
loan below the amount of 28 lakhs is categorised
under affordable housing}. The following are the
steps followed by any person who applies for loan
at Reliance Home Loans.
1)The Sales representative/ Sales Agent /
Connector gives the lead and visits them to
convert the lead into a customer. Over here
the Sales Manager checks the original
documents of the applicant and fills the KYC
(Know your Consumer) form. This is called as
OSV (Original, Seen, verified)
2)The documents are then passed on to the CPA
team which uploads the customers
information on the companys online portal.
This generates a unique Login ID (known as
LOS Loan Origination System) and barcode
per consumer. The Login ID is used to track
the file online through the FTS (File Tracking
System) while the barcode sticker on the file
which is made by the sales team. The CPA
team also includes:
a. A third party is hired to check the
authenticity of the basic information
provided by the client
 b. The CIBIL score is obtained to check the
credit history of the customer.
c. A dedup check is also done to check just
the loan history of the person.
3)The file is then passed to the ACM (Area Credit
manager) who does the PD (Personal
Discussion) and tries and identifies the real
reason for loan and other credentials of the
customer. This is the time when the ROI is
decided following the policies of the company.
The ACM as full authority of loans amounting
till 15 lakhs, above that the ACM has to take
approval from RCM (Regional Credit manager).
All the documents are also verified by the CM.
The documents are divided in category A and
Category B. Category A documents are
compulsory and need to be seen at the time
the PD is done. Category B documents can be
shown later i.e. within 7 days of the loan
processing starts , the Sales Team obtains an
OTC for the same.
4)The RCU (Risk Credit Unit) comes into play
parallelly when the CMs works starts. The
RCUs main wok is to prevent any fraud. RCU
has its own third parties from where it does
the background check. It then raises the
queries to the Credit manager. If the RCU finds
any trigger for fraud (for example the
customers office is same as the resident) it
does a sample check and once the sample is
cleared, the file is screened or cleared for
further processing. RCU does the final check
after screening the candidate
5)After this the Legal and Technical check of the
property is done (if the property is identified
by the buyer). The legal check is done to
protect the company against frauds and the
technical check is done to determine the loan
amount to be given to the customer. The LTV
Ratio generally is 80% for Home Loans and
90% for Affordable Housing Loans. (LTV is the
Loan to Value Ratio which states the loan to be
given against the value of the property). If the
property is above 50Lakhs, 2 technical checks
are then else only 1. Reliance Property
Solution is the in house team which does all
the valuations.
6)The file then goes back to CM who then
obtains all the remaining documents over OTC
and passes on the file to CPA for docket
preparation.
7)The docket is passed on from CPA to RCU
which at the end lands in the hands of
Operations after all passing through the CM.
8)The Operations team enters the file into a
portal which is specific to Operations. This is
known as LMS (Loan Management System).
The operations team checks the entries made
in the LOS and reveries the docket for the
necessary documents. The LMS generates a
Loan Account Number. A welcome mail and
disbursement form is sent to the customer
which he to fill and mail back. Once that is
done, the Operations team hands over the
loan cheque to the CPA team.
 9)The CPA team then hands over the cheque to
the client.
10) The docket is then sent over to the Thane
office for company records.

APPENDIX III
Reliance operating model flowchart

Start

Login

CPA WS
Approval Mitigation
ERROS

End
Disbursemen
Credit
YES Reject
YES