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Faster lending cannot come at the cost of credit quality and customer trust: NBFC leaders

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Faster lending cannot come at the cost of credit quality and customer trust: NBFC leaders

Faster lending cannot come at the cost of credit quality and customer trust: NBFC leaders

NBFCs are using real-time data and AI to improve lending efficiency, but incomplete information, historical biases and the need for human oversight remain key challenges, Industry leaders said at the ETBFSI NBFC Leaders’ Retreat 2026.

The next competitive advantage in lending will come from translating existing customer data into timely and responsible credit decisions rather than simply collecting more information, NBFC leaders said at the ETBFSI NBFC Leaders’ Retreat 2026. Vinod Kumar, CDO, Shriram Finance; Gokul Rajan, CDO, Hinduja Leyland Finance; Suvayu K Chakraborty, National Head – Business Transformation Strategy (AI and Digital), Tata Capital; and Manju Dalvi, Head – Digital & Data, HDB Financial Services , discussed how lenders can use data and AI without compromising underwriting discipline or customer trust . Advt

Getting data to the frontline Kumar said the challenge was ensuring that relevant customer information reached frontline employees when lending decisions were being made. Shriram Finance is using existing customer data and credit signals to identify pre-qualified borrowers, with one initiative eliminating around eight out of ten steps in certain application journeys. The company is also moving towards real-time data access and keeping AI capabilities separate from core lending systems, allowing models to evolve without extensive changes to underlying infrastructure. Connecting lending and collections

Rajan said fragmented information across sales, credit and collections often prevents lenders from building a complete picture of borrower risk. Hinduja Leyland Finance has been working to connect data-driven decisions across the lending lifecycle through consistent data models, automated data capture and risk-based business rules.


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