Retail Banking

 Retail Banking Scenario

 Retail Banking in India
 Types of Consumer Loans
 Credit Analysis and Consumer Loans
 Consumer Credit Regulations
 Customer Relationship Management
Retail Banking Scenario
 ING, Cap Gemini Ernst & Young, and the
European Financial Management & Marketing
Association have conducted an in-depth study of
the variables governing global retail banking.
Retail Banking Scenario-2
 A link exists between the degree of regulation
and pricing in national markets.
 As a more integrated global market emerges,
retail banks that take a global perspective on
pricing can have differential advantage.
Retail Banking Scenario-3
 Local pricing reflects usage and custom. Norwegians and
Swedes use checks only for big-ticket items, such as buying a
house, Americans use check for as small amounts as $5.
 In Canada, France, and the United States, payments are
dominated by checks and credit cards, while in Spain, it is
direct debits, and in Belgium, Germany, and Sweden, it is wire
transfers.
 Retail Banking Scenario-4
 Most banks in a given country apply some combination of four basic
pricing models: account-based, transaction-based, package-based,
and indirect revenue-based.
 Pricing Models
 Account-based pricing mode

 Fees is applied annually to the general management of the

account. The fee level is often determined by the account
balance, and individual transactions are provided free up to
a certain limit.
 Transaction-based mode
 Fees based on the number of individual transactions.
Retail Banking Scenario-5
 Pricing Models ..Contd…
 Package-based pricing model
 Fee for a suite of services, rather than just an
account.
 Indirect revenue-based pricing model,
Day-to-day banking services are free
 Pricing within domestic markets varies far less than pricing
across countries
 Interest rate spreads and other indirect charges have no
apparent impact on pricing.
 No direct causal relationship between the major
macroeconomic indicators of each country and its pricing level.
Retail Banking Scenario-6
 While prices vary enormously across countries, most
institutions within a country adopt a broadly consistent pricing
model, so pricing differences within a given country are
smaller.
Retail Banking Scenario-7
 Business Models
 In many countries, core banking is a loss-making activity.
Banks expect to profit through high interest margins and the
cross-selling.
 New entrants focus on attracting clients by offering high
interest rates on deposit accounts, and better service.
Retail Banking Scenario-8
 Macroeconomic Factors
 Local Income.
 There is no evident link between pricing and country
incomes or purchasing power parity.
 Domestic labor costs
 Higher unit labor costs do not necessarily lead to
higher prices for core banking services. UK has higher
labor cost but low pricing. Italy has lower labor cost
but higher pricing.
 Market Size.
 No relationship between pricing and market size
Retail Banking Scenario-9
 Macroeconomic Factors Contd…
 Competitive Environment.
In most countries banking is a concentrated industry with
a few large, local players .No clear link between
competitive environment and pricing.
 High prices cannot be attributed to a single macroeconomic
variable
 Retail Banking Scenario-10
 Less quantifiable sources of potential pricing drivers.
 Regulation and Customer behavior.
 Regulation

 There is a link between the degree of regulatory pressure and

pricing in national markets.
 In Germany, interest rates are capped to limit the competition.
 Certain banking services in most western countries are
essential element in everyday economic life.
 In France and Sweden one has to present a bank statement
to rent out space. Bank accounts are free by law.
Retail Banking Scenario-11
 Regulation and Customer behavior ..Contd..
 In France certain transactions must be made by
check. Banks have to offer free checking to all
customers. Merchants that accept cheques receive
tax breaks and those who issue bad cheques face
penalties.
Retail Banking Scenario-12
Regulation and Customer behavior ..Contd..
 Customer Behavior
 Customer plays a role at the local market level, and it has

a significant influence on pricing models.

 Customer dissatisfaction with limited banking hours, for

instance, has forced banks in many countries to open on

Saturdays and provide 24-hour call center services.
 Conversely, bank pricing strategies can encourage

customers to change their behavior. In the Nordic

countries, banks demanded premium prices for branch
transactions, and concurrently offered free Internet and call
center access. As a result, Sweden and Norway have
comparatively few branches and ATMs per capita.
Retail Banking Scenario-13
A Changing Landscape
With globalization, integration across borders looks inevitable
 First Scenario


European Commission issue directives to streamline retail
bank pricing policies.
 Second scenario


Several big players enter a domestic market putting
pressure on interest rates and other variables breaking
the domestic pricing pattern.
 Retail Banking Scenario-14
 Consumer Credit Counselling
 United States has National Foundation for Credit Counseling (NFCC) established in 1954
to promote financial literacy and among consumers to avoid bankruptcy.
 Credit counselling now is well developed credit counselling industry.
 Telephone as also face-to-face counselling exists.
 Over the last several years, a whole host of countries have undertaken significant
initiatives towards credit counselling.
 The Consumer Credit Counseling Service (CCCS) in the UK, established in 1993, helps
consumers with budgeting and better money management as also their debt repayment
plans.
 Canada established a non-profit counselling organization in 2000. Termed Credit
Counseling Canada (CCC), the organization seeks to enhance the quality and availability
of not-for-profit credit counselling for all its citizens.
 The Bank Negara Malaysia has established a Credit Counseling and Debt Management
(CCDM) agency to provide credit counselling and loan restructuring advice to individuals.
 Counseling of Singapore (CCS), established in 2003, is meant to assist financially
distressed consumers.
Retail Banking India
 Present Scenario
 Indian retail banking has been showing
phenomenal growth
 Over the last 5 years CAGR has been over 35%
 Comprises of multiple products,channels of
distribution and multiple customer groups
Retail Banking India-2
 Economy vs. Retail Banking
 Retail assets are just 22% of the total banking
assets of India
 Contribution of retail loans to GDP:
 India 6% , China 15 %,Thailand 24% Taiwan
52%
 Indians below 35 yrs of Age 70 %
 Reach of Formal Banking Channels 20-25% of
Indian population
Retail Banking India-3
 Drivers Of Retail Growth
 CHANGING CONSUMER DEMOGRAPHICS
 Growing disposable incomes

 Youngest population in the world

 Increasing literacy levels
 Higher adaptability to technology
 Growing consumerism

 Fiscal incentives for home loans

 Changing mindsets-willingness to borrow/lend
 Desire to improve lifestyles
 Banks vying for higher market share
Retail Banking India-4
 Industry's response to the change
 Any where, Any time Banking
 Improved processes/Bundled product offerings
 Faster service/Reduced TATs
 Customer specific products/offerings on a regular basis
 Bank customer has replaced Branch customer
 Focus on understanding customer needs/ preferences

 Segmentation/Differentiation of customers
 Customer driven strategies
 Building relationships
 Retail Banking India-5
 Industry's response to the change
 The accelerated retail growth has been on a historically
low base
 Penetration continues to be significantly low compared to
global bench marks
 Share of retail credit expected to grow from 22% to 36%

 Retail credit expected to grow to Rs.575,000 crs by 2010

at an annual growth rate of 25%
 Retail Banking India-6
 Industry's response to the change
 The accelerated retail growth has been on a historically
low base
 Penetration continues to be significantly low compared to
global bench marks
 Share of retail credit expected to grow from 22% to 36%

 Retail credit expected to grow to Rs.575,000 crs by 2010

at an annual growth rate of 25%
 Retail Banking India-7
 Future of Retail Banking
 Dramatic changes expected in the credit portfolio of
Banks in the next 5 years
 Housing will continue to be the biggest growth segment,
followed by Auto loans
 Banks need to expand and diversify by focussing on non
urban segment as well as varied income and
demographic groups
 Rural areas offer tremendous potential too which needs
to be exploited
 Retail Banking India-8
 Strategic prerequisites
 Performance oriented leadership
 Sophisticated marketing and sales
 Efficient distribution channels
 Process efficiency and ease of scalability
 Superior credit policy, procedures and skills
 Retail Banking India-9
 Challenges
 Sustaining Customer loyalty
 NPA reduction & Fraud prevention
 Avoiding Debt Trap for customers
 Bringing Rural masses into mainstream banking
 Retail Banking India-10
 Reaching Customers
 Need to customize
 Customer segmentation/differentiation
 Data mining/CRM based campaigns
 Products per customer/loyalty
 Promoting low risk retail lending products
 Offer an array of products and financial advisory.
 Cost effective expansion
 Renewed emphasis on superior execution by front-line
employees
Types of Customers Loans
 TYPES OF CONSUMER LOANS
 Installment loans
 Credit card loans, or revolving credit lines
 Non-installment loans.
Types of Customers Loans-2
 Installment Credit
 Periodic payment of principal and interest
 Maturity ranges from two to five years.
 Direct Loan
 A direct loan is negotiated between the ultimate user of
funds and the bank.
 Indirect loans.
 An indirect loan is funded by a bank through a separate
retailer. The retailer takes the credit application, negotiates
terms with the individual and presents the agreement to the
bank. If the bank accepts the proposal it buys the loan from
the retailer under prearranged terms.
Types of Customers Loans-4
 Installment Credit
 Other types
 Home loans
 Auto loans
 Education Loans
 Consumption loans
Types of Customers Loans-5
 Installment Credit
 HOUSING LOANS
 For purchase or construction of a new/old house/ flat; repair, renovate or alter
a house/ flat; purchase a plot of land meant for construction of a dwelling unit.
 Loan amount is determined on the basis of the requirement, the repayment
capacity taking into account income, age, assets and liabilities of the borrower.
 EDUCATIONAL LOANS
 These loans are given to students with certain academic brilliance, studying at
recognized colleges/universities in India and abroad. The finance can be
availed to meet the expenses on tuition fee/ maintenance cost/books and other
equipment
 Auto Loans
 For purchase of old/new four/two wheelers
 PERSONAL CONSUMPTION LOANS
 To meet any kind of personal expenses, e.g., marriage, family functions,
medical, educational, travel expenses, etc.
Types of Customers Loans-6
 CREDIT CARDS OR REVOLVING CREDIT LINES
 Credit cards and overlines tied to checking accounts are the two
most important forms of revolving credit agreements. An
overline is a prearranged loan to cover overdrafts of checking
accounts. Usually, customers pay only a fraction of their monthly
and incur finance charges on the remainder.
 Card issuers earn income from three sources: charging
cardholders fees, charging interest on outstanding loan
balances and discounting the charges that merchants accept on
purchases.
Types of Customers Loans-7
 Non-installment Loans
 A limited number of consumer loans require a single
principal and interest payment for temporary needs.
 Credit extended in anticipation of a well-defined
future cash inflow.
 The quality of the loan depends on the certainty of
the timing and the amount of the anticipated net
cash flow.
Credit Analysis
 Objective of consumer credit analysis is to assess the risks associated with
lending to individuals
 When evaluating loans, bankers cite the Cs of credit:
 Character

 The most important element, but difficult to assess

 Capital

 Refers to the individual's wealth position

 Capacity

 The lender often imposes maximum allowable debt-service to income

ratios
 Conditions

 The impact of economic events on the borrower's capacity to pay

 Collateral

 The importance of collateral is in providing a secondary source of

repayment
 Credit Analysis-2
 Two additional Cs
 Customer Relationship
 A bank’s prior relationship with a customer reveals information

about past credit and deposit experience that is useful in

assessing willingness and ability to repay.
 Competition
 Has an impact by affecting the pricing of a loan.

 All loans should generate positive risk-adjusted returns

 Lenders periodically react to competitive pressures by

undercutting competitors’ rates in order to attract new business

 Competition should not affect the accept/reject decision
Credit Analysis-3

 Policy Guidelines
 Acceptable Loans
 House Loans
 Personal-Unsecured
 Car Loans
 Education Loans etc
 Credit Analysis-4
 Policy Guidelines
 Unacceptable Loans
 Loans for speculative purposes

 Loans secured by a second lien

 Loans to a poor credit risk based on the strength of the cosigner

 Single payment automobile loans etc

Credit Analysis-5
 Evaluation Procedures:
 Judgmental and
 Quantitative, Credit Scoring
Credit Analysis: -6
 Judgmental
 The loan officer subjectively interprets the information
in light of the bank’s lending guidelines and accepts or
rejects the loan
 Credit Analysis-7
 Quantitative credit scoring / Credit scoring model
 The loan officer grades the loan request according to a
statistically sound model that assigns points to selected
characteristics of the prospective borrower
 In both cases, judgmental and quantitative, a lending
officer collects information regarding the borrower’s
character, capacity, and collateral
Credit Analysis-8

 You receive an application for a customer to

purchase a 2006 Indica
 Do you make the loan?
 Credit Analysis-9
Scoring system
IBS University Bank
C a t e g o r y C h a r a c t e r is t ic s /W e ig h t s
< 1 0 00 0 1 0 0 0 0 - 20 0 0 0 0 0 2 0 0 0 -04 0 0 0 0 0 4 0 0 0 - 60 0 0 0 0 > 6 0 00 0 0
A n n u a l G r o s s I n c o m e
5 1 5 3 0 4 5 6 0
M o n t h l y D e b > t 4 P 0 a% y m 3 e-0 4 n 0 t % 2 -03 0 % 1 -0 2 0 % < 1 0 %
M o n t h l y N e t I 0n c o m e 5 2 0 3 5 5 0
B a n k R e l a t i o N n os nh ei p C DO n l y S a v i n g o C n Dl &y S a v i N n og a n s w e r
C h e c k i n g / S a v0 i n g 3 0 3 0 5 0 0
N o n e 1 o r m o r Ne o a n s w e r
M a j o r C r e d i t C a r d s
0 3 0 0
A n y d e r o g a t o r y w i t h Ni n o 7 r e y c r so . r d M e t o b l i g a t e
C r e d i t H i s t o r y
-1 0 0 3 0
< 5 0 y r s> . 5 0 y r s . N ao n s w e r
A p p l i c a n t 's A g e
5 2 5 0
B o u
g h t t h r o u g h
R e n t B o u g h t O u N t ro i g a h n t s w e r
R e s i d e n c e l o a n
1 5 5 0 1 5
4 0
R e s i d e n c e S < t a 1 b iy l ri t. y 1 - 2 y r s . 2 -4 y r s . > 4 y r s . N o a n s w e r
0 1 5 3 5 5 0 0
J o b S t a b i l i t y< 1 y r . 1 -2 y r s . 2 -4 y r s . > 4 y r s . U n pe lm o y eR d e t i r
5 2 0 5 0 7 0 5 7 0
N O T E : M i n i m u m s c o r e f o r a u 1 t 5 o 0 m t oac t o i1 cr 9 e 5c fr oe rd ij tu ad pg pm r ; oel e nv s ta sa l l ti hes
1 5 f 0o r a u t o m a t i c. c r e d i t d e n i a l
 Consumer Credit Regulations

 "A creditor is worse than a slave-owner; for the master

owns only your person but a creditor owns your dignity
and can command it. "
 Consumer Credit Regulations-2
 In the US credit data sharing serves needs of credit providers, also protects the
interests of bona fide credit seekers, defaulters under true hardship and
consumers at large.
 Code of conduct laid down and is enforced by Federal Trade Commission
(FTC)
 Consumer data cannot be disclosed to third parties or used outside the
intended scope.
 Use of factors such as age, gender, race or exact geographic location in the
credit scoring models is forbidden.
 The interest to be charged exactly as advertised .The formulas used in
calculation should be explained in the statements sent to customers.
 Contact with borrowers for debt collection can only be made between 8 a.m.
and 9 p.m.
 Contacting the borrowers at their workplace without prior permission and using
inappropriate or strong language is construed as harassment in the court of law
with harsh penalties for the credit provider as well as the collection agency
involved,.
 Consumer Credit Regulations-3
 In India Credit Information Companies (Regulation) Bill has been passed.
 The Credit Information Bill makes it lawful for all credit providers in the country to pool
and share information on borrowers.
 Each institutional credit provider electronically reports to a central database hosted by a
credit information company called a "credit bureau".
 Personal details of borrowers, their borrowings, repayment history and delinquency
status are all reported on a monthly basis.
 In return for reporting their internal data on customers to the credit bureau, each credit
provider receives instantaneous electronic access to the comprehensive borrowing
history of all their present and prospective customers.
 All the information contained in the credit file is fed into a mathematical model as input
criteria, and a risk score indicating the customer's creditworthiness is calculated. The
risk score is then used as the basis for determining whether the customer is approved
for the loan and under which terms and conditions.
 Consumer Credit Regulations-4
 BCSBI
 In November 2003, RBI constituted the Committee on Procedures and
Performance Audit of Public Services recommended setting up of the Banking
Codes and Standards Board of India broadly on the lines of Banking Codes
and Standards Board functioning in U.K.
 The Banking Codes and Standards Board of India has been registered as a
separate society under the Societies Registration Act, 1860. Therefore, it would
function as an independent and autonomous body.

 The Banking Codes and Standards Board of India is not a Department of the
RBI. Reserve Bank has agreed to lend it financial support for a limited period.
 Consumer Credit Regulations-4
 BCSBI – Code of Conduct-A voluntary Code
 Advertising and promotional literature is clear and not misleading
 Providing you regular appropriate updates.
 Inform about changes in the interest rates, charges or terms and conditions.
 Do not discriminate on the basis of age, race, gender, marital status, religion or
disability.
 Provide information about the penalties etc.
 Treat all personal information as private and confidential
 To give information to credit reference agencies about the personal debts only if
overdue.
 Collection policy to be built on courtesy, fair treatment and persuasion.
 Contact borrower ordinarily at the place of his choice and in the absence of any
specified place at the place of his residence and if unavailable at his residence, at
the place of business/occupation.
 Contact borrower between 0700 hrs and 1900 hrs.
 Document Time and number of calls and contents of conversation.

 Customer Relations Management
 Definition .
 "CRM is the business strategy that aims to understand,
anticipate, manage and personalize the needs of an
organization's current and potential customers"
 CRM is a business strategy, one that puts the customer at
the heart of the business.
 Central to the CRM concept is the idea that businesses
should select, cultivate and manage the most profitable
customer relationships with a view to increasing long-term
profitability
Customer Relations Management-2
 Nothing new..... Think of the “Kirana Wala” who
knows every customer's name, habits etc i.e.
Information storehouse of the colony.
 There now exists the technology to enable this
customer-centricity on a much larger scale.
Customer Relations Management-3
 CRM was first coined in the mid-1990s.
 Evolution from Sales force automation software
(SFA) focusing on customer contact management
to integrated knowledge management solutions to
ultimately a more strategic approach.
 Customer Relationship Management-4
 CRM solutions include:
• data warehouses for storing customer
data,
 • analytical tools for better understanding
and segmenting customer bases,
 • data mining tools for discovering previously
unknown customer knowledge, and
 • marketing and campaign management
tools for automating more focused marketing
efforts.
 Customer Relationship Management-5
 Information technology, particularly Internet and
call centre technology enable personalisation,
user identification, and relationship marketing at
the customer level possible.
 All customers are not of equal value but that there
are opportunities to enhance value.
 Target under-value customers through cross
selling or up-selling.
 May “fire” unprofitable customers.
 Customer Relationship Management-6
 Customer value, customer lifetime value and customer
profitability are common measures used to understand
customers from a financial perspective.
 Calculate revenue from products and services a customer
purchased in a fixed period and subtract the costs of
supplying them to arrive at net revenue of the customer
during a fixed period.
 Use modelling techniques to arrive at the net present
value of probable future revenues. Such modelling will
include frequency of purchases and the channels used by
a customer.
 Customer Relationship Management-7
 Knowing customer value and being able to pinpoint
profitable customers is just the beginning of
 CRM. To build customer relationships firms need business
strategies and practices that enable them to nurture the
relationship beyond its simple money value.
 With increasing numbers of relationships, employees are
often assigned several or many relationships to manage,
locally, across the nation, or around the globe.
 Customer Relationship Management-8
 Customer Data and Information
 Business operations require product,
transactional, and customer data.
 CRM focuses on customer data, for
customer data is central to creating
customer profiles.
 Customer Relationship Management-9
 Customer Data and Information
 Five important areas of customer data:
 Contact information
 Household Information
 Group Information: population segment based on
interest, profession and other factors,
 Account Information: including account history,
account conduct, account balances, credit limit etc.
 Analytical or Customer Profitability Information:
Customer credit score ,profitability and lifetime
value
 Customer Relationship Management-
10
 Considerations while designing Information
Deployment System
 Not all information can be, nor should it be,
delivered to front end sales staff.
 Would providing customer profitability
information to front end sales staff
encourage them to discriminate higher value
customers from lower value customer?
 Is the information relevant?
 Customer Relationship Management-
12
 CRM Strategy in Banking
 Bank customers are frequently segmented into
groups based on the number of products used
and balances held.
 Transactional exchanges
 Value-adding exchanges
 Collaborative exchanges
Customer Relationship Management-
13
 Transactional exchanges –
 Customers with a low number of products and low
balances may be treated as having a ‘transactional
exchange relationship’. The focus is on providing
cost-effective transactions through ATMs, Internet
etc.
 Value-adding exchanges –
 Customers holding many products and high
potential balances.
 The focus is on keeping customers by developing
an understanding of their needs and changing
requirements, then tailoring services.
Customer Relationship Management-
14
 Collaborative exchanges –
 Customers holding many products and high
balances.
 Banks maintain close information, social and
process linkages and mutual commitments
made in expectation of long run benefits with
customers.
 Specialist managers maintain close
relationships with these clients to gather
information to anticipate client’s future
requirements.
Customer Relationship Management-
15
 However, the majority of the banks' customers are
transactional exchange or value-adding
relationships.
 This large group of customers most often
approach the bank through branches or call
centres (sometimes referred to as customer
contact centres).
 To manage these relationships, branch and call
centre staff must be armed with both bank product
information and customer information.
Customer Relations Management-16
 First Things First
 Successful CRM always starts with a business
strategy, which drives change in the organization
and work processes, enabled by technology.
 Re-engineer your business processes to make
them more effective for your customers.
Customer Relations Management-17
 The Future
 Customer Relationship Management is about
people first and technology later.
 CRM may or may not prove to be the answer to
providing excellent customer care, but the
philosophy of putting customers at the heart of our
business is definitely a step in the right direction.
 Customer Relationship Management-
18
 CRM Resurgence in Asia: Which Banks Lead the
Charge?
 Financial Insights report identifies eight banks —
the Bank of the Philippine Islands, Chinatrust
Commercial Bank, DBS Bank, HDFC Bank, HSBC
Hong Kong, ICICI Bank, OCBC Bank, and United
Overseas Bank — as representing the region's
leading CRM capabilities.
 Customer Relationship Management-
19
 CRM in Indian banks
 Indian banks protected by regulations presumed
that their operations were customer-centric,
simply because they had customers.
 When the banking sector opened up, they
survived by adapting quickly.
 RBI's efforts to cut rates brought bonanza to the
banks in bonds where they made huge profit.
Customer Relationship Management-
20
 According to a RBI road-map, India will have a
competitive banking market after 2009.
 India will see foreign banks come in, what with
more freedom to come in, grow and acquire.
 Indian banks waking up and re-focusing on their
core asset — the customer.
Customer Relationship Management-
21
 CRM would also make Indian bankers to "create
and keep a customer" and to "view the entire
business process as consisting of a tightly
integrated effort to discover, create, and satisfy
customer needs."