1
RETAIL BANKING
A PROJECT REPORT ON “RETA RETAIL IL BANKI BANKING NG” ”
BACHELOR OF COMMERCE BANKING & INSURANCE SEMESTER V
Submitted In P!ti" Fu"#i""ment $# t%e !eui!ement' F$! t%e A(!d $# t%e )e*!ee $# B+%e"$! $# C$mme!+e , Bn-in* & In'u!n+e B. HARPREET SINGH /AGGI ROLL NO0 12
G0N0KHALSA COLLEGE OF ARTS3 SCIENCE & COMMERCE3 MATUNGA3 MUMBAI , 455516
2
RETAIL BANKING
C E R T I F I C A T E This is to certify that Mr. HARPREET SINGH JAGGI of B.Com – Ba!i" # Is$race – Semester % &'(()*(+, has s$ccessf$--y com-ete/ the ro0ect o “RETAIL BANKING” 1/er the "$i/ace of SIR ALLAN 23S415A .
C$u!'e C$$!dint$!
P!$8e+t Guide9 Inte!n" E:mine!
E:te!n" E:mine!
P!in+i7"
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RETAIL BANKING
2ECLARATI4N I3 HARPREET SINGH /AGGI3 t%e 'tudent $# B0C$m , Bn-in* & In'u!n+e , Seme'te! V ;<55=>56? %e!eb. de+"!e t%t I %@e +$m7"eted t%i' 7!$8e+t $n “RETAIL BANKING” Submitted Submitted i' t!ue & $!i*in" t$ t%e be't $# m. -n$("ed*e0
Student' Si*ntu!e
HARPREET SINGH /AGGI ROLL0NO 12
4
RETAIL BANKING
Ac!o6-e/"emet
On the Event of completion of my project “Retail “ Retail Banking”. Banking”. I take the opportunity to express my deep sense of gratitude towards all those people without whose guidance, inspiration and timely help, this project would have never seen the light of day. ny accomplishment re!uires the effort of many people people and this project is not different. I find great pleasure in expressing my deepest sense of gratitude towards my "roject guide "rof. llan #$sou%a whose guidance and inspiration right from the conceptuali%ation to the finishing stages proved to &e very essential and valua&le in the completion of the project.
RETAIL BANKING
C4NTENTS
SR.NO 1. 2 3
TOPIC INTRODUCTION
PAGE NO 7
4. . 6. 7.
WHAT IS RETAIL BANKING? ANALYSIS OF RETAIL BANKING STRENGTH WEAKNESS OPPORTUNITIES THREATS RETAIL BANKING IN INDIA AD!ANTAGES OF RETAIL BANKING PRESENT SENARIO WHAT ARE !ARIOUS RETAIL BANKING
8 9 9 11 13 14 16 18 19 2"
8.
SER!ICES? !ARIOUS PRODUCT OF RETAIL
22
BANKING
9. 1". 11. 12. 13. 14.
H#$% L#&'( A)*# L#&'( T+# +,%%-% / 0#'()$% )&-% -#&' P%(#'&-U'(%0)% L#&'( E)0&*#'&- -#&' P-&(*0 $#'%5
RETAIL LENDING ROLE OF IT IN RETAIL BANKING ARKETING STRATEGIES CR IN RETAIL BANKING CONCLUSION BIBLIOGRAPHY
22 27 3" 32 34 37
42 43 46 48 49 "
6
RETAIL BANKING
INTR421CTI4N W% W% #'* +&'* (&*(% 0)(*#$%(:+% +&'* %-;,*% 0)(*#$%(.< I* ( *,% '%+ $&=%*'; $&=%*'; $&'*& *#&5. *#&5. T,% (&$% &>>-%( *# &'='; &( +%--. R%*&- &'='; &' R)& &'='; +%% #'0% 0#'(%% &( *&##( 5 *,% -%&'; #%;' &' #$%(*0 #$%(*0 &'=(. B)* 0)**,#&* 0#$>%**#'@ ''#&*#' &' &&'0% *%0,'#-#;5 ,&% &-*#;%*,% 0,&';% *,% &0% # &'='; (%0*#. N#+ &-- &'=( ,&% %0#;'% *,% $>#*&'0% # %*&- &'=';.
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7
RETAIL BANKING
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7HAT IS RETAIL BANKING8
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8
RETAIL BANKING
F% 0)%'*(&';( &00#)'*( #' *,% -&-*%( (% &' $#*;&;%(@ -#&'( %.;. >%(#'&-@ ,#)(';@ ,#)(';@ &)*# &' %)0&*#'&- %)0&*#'&- #' *,% &((%*( (% &% *,% $#% $>#*&'* $>#*&'* # *,% >#)0*( #%% 5 &'=(. R%-&*% &'0--&5 (%0%( '0-)% 0%* 0&(@ # %>#(*#5 (%0%(.
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)-*> )-*>-% -% >#)0* >#)0*(( %>#( %>#(* *(@ (@ 0%* 0%* 0&@ 0&@ '()& '()&'0% '0%@@ '%(* '%(*$%' $%'*( *( &' (%0)*%(.
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)-*>-% 0)(*#$% ;#)>( 0#'()$%@ ($&-- )('%((@ &' 0#>#&*%
2E9INITI4N: R%*&- B&'='; S%0%( Ba!i" ser;ices ro;i/e/ to i/i;i/$a- mem
ANAL=SIS 49 RETAIL BANKING
STRENGTH:* >, Emer"i Emer"i" " as a e6 e6 "ro6th "ro6th /ri;er: /ri;er:
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9
RETAIL BANKING
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', Pro;i/ Pro;i/es es /i;ersi /i;ersifie/ fie/ asset asset ortf ortfo-io o-io::
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T,%(% T,%(% >#)0* >#)0*
>#% &' #>>#*)'*5 # &'=( *# %(5 *,% &((%* >#*#-# +*, ,;,% >#* &' %-&*%-5 -#+% NPA. NPA.
?, Imro Imro;es ;es sta/ar sta/ar/ / of of -i;i -i;i": ":
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' (,#* * ,%->( ,%->( '
)---'; &(>&*#' # >%#>-% *,#);, &#&-% 0%*.
@, CRM to too-:
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, Io;at Io;ati;e i;e ro ro/$ct /$ct /e;e-o /e;e-ome mett :
1"
RETAIL BANKING
T,% (0#>% # %%-#>$%'* ' '&'0&- (%0%( ( )'-$*%. I' %*&- &'='; &-- ( ' *,% 0#)* # &'=%( +,%% *,%5 &>>#&0, *,% 0)(*#$% '( #)* *,%% '&'0&- '%% &' >#-%$@ %(;'( *,% >#)0* &' (%0%(@ $&=%* *,%$ &' '&--5 (%--( *,%$ *# (&*(5 *( 0)(*#$% 0) (*#$%..
, Ec Eco oom omie iess of scasca-e: e:
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7EAKNESS:* >, A;oi/s ;oi/s coro corora rate te secto sectorr
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11
RETAIL BANKING
', Mar!eti Mar!eti" " &Iter &Iteraa- a/ Etera Etera-,: -,:
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?, Cha Cha"e "ess i tec techo ho-o -o"y: "y:
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@, Re/$ Re/$ces ces the the rofit rofita< a
I* ( 0-&$% *,&* %*&- &'='; '0%&(%( #%&-- >#*&-*5 # *,% &'= )* ' %&-*5 *,( ( '#* *,% 0&(% %0&)(% $&'&;'; +% &';% # >#)0* &' (%0% %)%( ,;, )&-*5 *%0,'#-#;5 *%0,'#-#;5 @ -&;% ')$% # (*& (*& &' &-- *,( %)%( ,;, 0&>*&- '%(*$%'* +,0, %)0%( &'=( >#*&-*5. >#*&-*5.
, Co*or/iatio amo" ;ario$s /eartmet:
S)00%(( # %*&- &'='; ( '#* *,% %()-* # #'% %>&*$%'* )* ( %()-* # &#)( %>&*$%'*( *#;%*,%. I *,%% ( -&0= # 0##'&*#' &$#'; &#)( %>&*$%'* # *,% &'= *,%' ,#+%% (*#'; &' %%0*% *,% $&5 % *,% >#)0*
12
RETAIL BANKING
* +-- &-. S)>>#(% *,% #'* #0% ( ()00%(()- ' &**&0*'; *,% 0)(*#$% )* &0= #0% ( '#* &-% *# %%0)*% *,% %-%5 # >#)0* # (%0% #' *$% *,%' &'= $&5 -&' )> -##('; *,% 0)(*#$% &-*,#);, *( CR +&( %%0*%.
4PP4RT1NITIES:* >, Scoe for io;atio:
U'% %*&%*&- &'='; &'='; &( &'=( &'=( *5 *# >#% >#% &-- *,#(% >#)0* &'
(%0%( (%0%(
+,0, &% %(% 5 *( 0)(*#$% *,( (%;$%'* ,&( $#% (0#>% # ''#&*#' &'=( 0&' =%%> #' $#5'; *( >#)0*( &( >% *,% $&=%* %$&' +,0, ,%->( ,% ->( *,%$ #$ '#* %'; #)* &*% .
', Rise i er caita icome:
T,% (% # *,% I'&' $-% 0-&(( ( &' $>#*&'* 0#'*)*#5 &0*# ' *,( (%;$%'*. T,% >%0%'*&;% # $-% *# ,;,'0#$% I'&' ,#)(%,#-( ( %>%0*%
13
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*# 0#'*')% (';. T,% 5#)';% >#>)-&*#' '#* #'-5 +%-( '0%&('; >)0,&('; >#+%@ )* &( & &( &0)'; >%(#'&- %* %* ( 0#'0%'%@ *,%5 &% >%,&>( $#% 0#$#*&-% *,&' >%#)( ;%'%&*#'(. I$>#'; 0#'()$% >)0,&('; >#+%@ 0#)>-% +*, $#% -%&- &***)%( *#+& >%(#'&- %*@ ( 0#'*)*'; *# I'&( %*&- &'='; (%;$%'*.
?, Ecoomic "ro6th
R%*&- &'='; ,&( $$%'(% #>>#*)'*%( ' & ;#+'; %0#'#$5 -=% I'&. I' *,% BRIC R%>#* I'& ( (*&*% &( &' %0#'#$0 ()>%>#+%. A00#'; *# A. T. K%&'%5@ & ;-#&- $&'&;%$%'*0#'()-*'; $@ %0%'*-5 %'*% I'& &( *,% (%0#' $#(* &**&0*% %*&- %(*'&*#' # 3" %$%;%'* $&=%*(. H%'0% %*& &'='; ,&( ,;, #>>#*)'*%( ' I'&.
THREATS: >, Lar"e Lar"e /is /is<$ <$rse rseme met t of -oa -oas: s:
T,% ##$ ' *,% %- # %*&- &'='; &' *,% '*%'(% 0#$>#(*#' &$#'; *,% *# '0 '0%& %&(% (%(( *,% *,% 0)(* 0)(*#$ #$% % &(% &(% ,&( ,&( %() %()-* -*% % ' *,% *,% -& -&;% ( () )(% (%$% $%'* '* # 0)(*#$% -#&'(@ -#&'( #' 0%* 0&(@ &)*# -#&'(@ %)0&*#'&- -#&'( %*0. #' %&(5 *%$( +*,#)* $)0, (0)*'5 *,( ,&( #);,* +*, ' &' '0%&(% ' *,% ')$% # 0&(%( # %&)-* ' -#&' %>&5$%'* *,)( '0%&('; *,% &'=( NPA(. NPA(.
', Iss$e Iss$e of c$st c$stom omer erss /i"it /i"ity: y:
14
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B&'=( ,&% %%' &#>*'; 0&#* &' (*0= >#-05 5 %'%;#*&*'; -#&' *%$( +,%% *,% %&)-* ( ;%')'% &' ,&''; #% %0#%5 *# *, >&*%( +,%% %&)-* ( +--)-. #(* # *,% *$%@ *,% *, >&*%( # %*%'&- &;%'*( &% '#* *&'% *# ,&'-% *,% -#&' %>&5$%'* >#0%((. H%'0%@ *,%5 %(*#% *# (*#'; &$( *&0*0( +*, %&)-*'; 0)(*#$%(. &'5 0&(%( # ,&&(($%'* &' '&(#' # >&05 ,&% %%' %>#*% 5 *,% &%0*% >&*%(. S)0, '(*&'0%( $&5 ,&$>% *,% $&;% &' 0#>#&*% (#' # *,% &'= ' '%& )*)%.
?, Iss$e of c$stomer ri;acy:
C)(*#$% C)(*#$% >&05 >&05 ( &-(# &%0*% &%0*% ' &'#*,% &'#*,% +&5 +,%%' 0)(*#$% 0)(*#$% (%0% (%0% %>%(%'*&*%( # *,% &'=( '; )> 0)(*#$%( &* &'5 *$%( &* *,% >-&0%( # +#= +#=@@ '# '#$ $' '; ; *,%$ *,%$ &#)* &#)* '%+ '%+ >#) >#)0* 0*(( &' (% (%0 0%( %(.. T, T,( ( $&5 $&5 0&)( 0&)(%% '0#'%'%'0% *# )(5 0)(*#$%(. I* ( &-(# #-;&*#' #' >&* # *,% &'=( '#* *# (,&% *,% >&*% '#$&*#' #$ *,% %0#( # *,% 0)(*#$%( +*, #)*(% &;%'0%( -=% $&=%* %(%&0, ;#)>( &' #*,% &%*(%(.
@, IT: IT:
T,% ;#+*, # IT ,&( #);,* +*, * & ')$% # &)( >%>%*&*% +*, *,% ,%-> # *%0,'#-#;5 &' +,0, 0#$% )'% *,% #$&' # 05% 0$%(. B&'=( &% *,% 0*$( # )'(0)>)-#)( %-%$%'*( +,# ,&% ' $&'5 '(*&'0% ,&0=% &'=( +%(*% &' (*#-%' 0%* 0& ')$%@ >&(( +# &' #*,% 0#'%'*&'#$&*#' %-&*'; *# 0)(*#$%. 0)(*#$%.
NEE2 94R RETAIL RETAIL BANKING &The 1-timate Ser;ice Pro;i/er, U'*- '#+ &'=( +%% %-5'; #' '&'0';@ >#)0*#' &(% &0**%(. R%*&'&'0% +&( '#* &#% 5 I'&' &'=(@ B)* *,%5 ,&% *# *)'% *# * '#+ +*, *,% %$&' # -#&'( #$ ')(*&- (%0*# ( 0#$'; #+''; *,% >&(* %0&)(% # *,% %0#'#$0 (-#+#+'. A( & %()-* &'=( ,&% %0#$% (%-%0*% ' *,%% -%''; &0**%(. F)*,% 0,&';' 0,&';'; ; %$#; %$#;&>, &>,0( 0(@@ & &>&>-5 5 ;#+' ;#+'; ; @$@$-%0 %0-&( -&((@ (@ (% (% ' (>#( (>#(&&-%% '0#$% '0#
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0,&';'; -% (*5-% &' '0%&('; &-*5 # >%#>-% *# *&=% 0%* (= &% >#'; &'=( +*, &' #>>#*)'*5 *# (,* *,%% -%''; #>%&*#' *# %*&- '&'0%. H%'0% &'=%( ,&% %%' '0%&(';-5 (,*'; *# %*&- *# '0%&(% >#*&-*5 &' %)0% %-')%'05 %-')%'05 &*%(. C)(*#$% (,*';@ 0#(* >%(()% &' '0%&('; 0#$>%**#' &% (#$% # *,% # *,% %&(#'(
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RETAIL RETAIL BANKING IN IN2IA T,% I'&' I'&' >-&5%( >-&5%( &% )--(, )--(, #' *,% R%*&R%*&- )('%(( )('%(( &' *,( ( '#* *#*&--5 *#*&--5 )'#)'%. T,%% &% *+# $&' %&(#'( %,' *,(. F(*-5@ * ( '#+ )'%'&-% *,&* *,% &0% # *,% I'&' 0#'()$% ( 0,&';';. T,( ( %-%0*% ' & 0,&';% ' *,% )&' ,#)(%,#- '0#$% >&**%'. T,% %0* &--#)* # ()0, & 0,&';% +-- % *,% 0#'()$>*#' >&**%'( &' ,%'0% *,% &'='; ,&*( # I'&'(@ +,0, +-- '#+ % (=%+% *#+&( R%*&- >#)0*(. A* *,% (&$% *$%@ I'& 0#$>&%( >%**5 >##-5 +*, *,% #*,% %0#'#$%(
16
RETAIL BANKING
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
R%*&- &'='; ' I'& ( '#* & '%+ >,%'#$%'#'. I* ,&( &-+&5( %%' >%&-%'* ' I'& ' &#)( #$(. F# *,% -&(* %+ 5%&( * ,&( %0#$% (5'#'5$#)( +*, $&'(*%&$ &'='; # $&'5 &'=(.
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17
RETAIL BANKING
T&+&' 2 >% 0%'*@ &-&5(& 33 >% 0%'* &' T,&-&' 18 >% 0%'*. A( %*&- &'='; ' I'& ( (*-- ;#+'; #$ $#%(* &(%@ *,%% ( & -=%-,## *,&* *,% ;#+*, ')$%( (%%$ *# ;%* (#$%+,&* %&;;%&*%. O'%@ *,)(@ ,&( *# %%0(% 0&)*#' ( '*%>%*'; *,% ;#+*, # %*&- &'='; ' I'&.
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
A2%ANTAGES A2%ANTAGES 49 4 9 RETAIL BANKING BANKIN G R%*&- B&'='; ,&( ',%%'* &&'*&;%( #)*+%;,'; 0%*&' (&&'*&;%(.
RES41RCES SI2E:
R%*&- %>#(* &% (*&-% &' 0#'(**)*% 0#% %>#(*
T,%5 &% '*%%(* '(%'(*% &' -%(( &;&''; # &*#'&- '*%%(*
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R%*&- &'='; '0%&(%( *,% ()(&5 )('%(( # & &'=.
18
RETAIL BANKING
ASSETS SI2E:
R%*&- &'='; %()-*( ' %**% 5%- &' $>#% #**#$ -'% # & &'=.
R%*&- (%;$%'* ( & ;## &%')% # )'( %>-#5$%'*.
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H%-> %0#'#$0 %&- # *,% '&*#' *,#);, '0%&(% >#)0*#' &0**%(.
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I''#&*% >#)0* %%-#>$%'*.
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PRESENT SENARI4 T,%% ,&( %%' & 0#'(%&-% ;#+*, ' *,% %*&-&'='; (%0*# ' I'&@ +,0, $&=%( )> # &#)* 1*, # *,% #%&-- &'= 0%*. T5>0&--5@ *,% %*&- &'='; ')(*5 %'0#$>&((%( %'0#$>&((%( *,% (%0%( (%0%( ()0, &( 0%* 0&(@ H#)('; H#)('; -#&'(D E)0&*#' E)0&*#' -#&'(@ -#&'(@ A)*# -#&'@ %*0 R%*&- &'='; ,&( #);,* ' & &(*0 $&=%#% ' *,% #%&-- &'='; (0%'&# ' I'&. T,% %0%>*#'&- $>#%$%'* ' *,% &'='; (5(*%$ ' I'& ( & %()-* # (*#'; '*&*%(
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RETAIL BANKING
>)-(,% 5 RNCOS >#%( &' %0-)(% *#) *# *,% %'*% %*&-&'='; ')(*5 # I'&. A( >% *,% %>#*@ &'(*%&$ &'='; &' %*&- &'='; ,&% %0#$% #'% &' *,% *,% (&$% (&$% *,' *,'; ; # # *,% *,% >&(* >&(* (%% (%%& &-- 5%& 5%&(( '#+. '#+. A>> A>># #$& $&*% *%-5 -5@@ 22M 22M # *,% *,% *#*& *#*&-#)*(*&''; &&'0%( +%% %% #$ *,% %*&- >#*#-#( # *,% &'=( ' I'& *-&0, 2""4<. T,% 0#'*)* 0#'*)*#' #' # %*&%*&- &'='; &'='; *# *,% #%&-#%&-- &'='; (%0*# (%0*# ,&( %%' #)*(*&'';. G#+'; &* & &*% # 122M@ *,% %*&-&'='; (%0*# # I'& $&'&;% *# %&0, & +#*, # 67 --#' ' *,% 5%& 2""<@ &( >% %>%*( &* RNCOS. T,% %*& &'='; (%0*# ' I'& (,#)- %&0, & +#*, # 31" --#' 5 *,% 5%& 2"1"<@ &'*0>&*% *,% %>%*(. P#-%( # =%5 >-&5%( &-#'; +*, *,% (*&*%;%( &' >-&'( &#>*% 5 *,%$ # *,% ;#+*, # *,% ')(*5 &% &-(# *&-=% &#)* ' *. B%(%( (0)(('; *,% >%(%'* (0%'&# # *,% '&'0&- (5(*%$ ' I'& *,% %>#* #%( & %-&-% >%0*#' # *,% $&=%* ' *,% 5%&( *# 0#$%. T,% &*# # %*&- 0%* *# '%* 0%* &* *,% ;-#&- -%%- ( &#)' M. I' I'&@ * ( '*%%(*'; *# '#*% *,&* *,( &*# ( #% 1"M &( #' &0,31@ 2""2 S#)0% RBI@ A'')&- R%>#* . W*, *,% %0#'#$5 %#$( (%* ' $#*#' @ *,% 0#)'*5 ( &-%&5 &*% &( & $&J# ,) # %0#'#$0 %0#'#$0 %%-#>$%'* %%-#>$%'*.. I'0%&(% ' >% 0&>*& 0&>*& '0#$% @ 0,&';% ' -% (*5-% &' ;#+'; ;#+'; )&'&* )&'&*#' #' ,&% $&% *,% I'&' >#>)-&*#' (% #$ #-#' #-#' &' %();% ' $#%' %&. T,% >#-05 # &' (>%'* ( ;&)&--5 ;'; +&5 *# *# (>%' &' (&% 0#'0%>*.
7HAT ARE %ARI4 %ARI41S 1S RETAIL BANKING BANKIN G SER%ICES8 R%*&R%*&- &'='; &'='; '0-) '0-)%( %( 0#$>% 0#$>%,%'( ,%'(% % &';% #
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Cate"oriatio of Retai- Ba! ser;ices
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%ARI41S PR421CT 49 RETAIL BANKING
>, Home Loas:
&$-5
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22 Home P$rchase -oas: T,(
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( &(0 ,#$% -#&' # *,% >)0,&(% # & '%+ ,#$%.
Eisti" home imro;emet imro;emet -oas: T,%(%
-#&'( &% ;%' # $>-%$%'*';
%>& +#=( / ''#&*#'( ' ,#$% *,&* ,&( &-%&5 %%' >)0,&(% 5 *,% ##+%. ##+%.
Home costr$ctio -oa: T,(
( & -#&' ;%' # *,% 0#'(*)0*#' # & '%+
,#$%.
Home etesio -oa: ,(
( ;%' # %>&''; # %*%''; &' %(*'; ,#
%$()0, &( &'; & ##$ # -## %*0.
Home co;ersio -oa: T,(
( -#&' ;%' *# *,#(% +,# ,&% '&'0% *,%
>%(%'* ,#$% +*, -#&' / +(, *# >)0,&(% &'#*,% ,#$% # +,0, %*& )'( &% '%0%((&5. T,% ,#$% 0#'%(#' -#&' &--#+( *,% ##+% *# *&'(% *,% %(*'; -#&' *# *,% '%+ ,#$% -#&'@ +,0, '0-)%( *,% %*& &$#)'* %)%@ *,)( #'; &+&5 +*, *,% '%% *# >%>&5 *,% >%#)( -#&'.
La/ P$rchase Loas: T,(
( -#&' +,0, ( >#% *# >)0,&(% -&' %*,% #
0#'(*)0*#' # & ,#$% # # '%(*$%'* ' -&'.
Bri/"e Loa: T,%(%
&% -#&'( ;%' *# >%(#'( +,# &% -##='; *# (%-- *,%
%(*'; ,#$% / >)0,&(% &'#*,%. T,% ;% -#&' ,%->( '&'0% *,% >)0,&(% # *,% '%+ ,#$% )'*- *,% #- #'% ( (#-.
23 Ba-ace trasfer -oa: T,(
RETAIL BANKING
( -#&' +,0, &--#+( *,% ##+% *# %>&5 &'
%(*'; -#&' / &&- # &'#*,% -#&' &* -#+% &*%( # '*%%(*.
Refiace -oas: T,(
( & -#&' *,&* ( ;%' ' #% *# %>&5 %*( '0)% #$
)'#;&'% (#)0% ()0, &( %-&*%(@ %'( %*0. +,0, $&5 ,&% %%' *&=%' *# >)0,&(% *,% ,#$%.
Stam 2$ty Loa: T,(
( & -#&' (&'0*#'% *# >&5 *,% (*&$> )*5 &$#)'*
'%0%((&5 *# % >& #' *,% >)0,&(% # & ,#$%.
Loa to NRIs: T,%(%
&% ($-& *# -#&'( ;%' *# #$%(*0 ##+%( )* &%
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24
RETAIL BANKING
I' 0&(% *,% ##+% ( (%-%$>-#5% %*&-( # )('%(( *&0= %0# / & 0#>5 # *,% &)*% '&'0&- (*&*%$%'* # *,% -&(* *+# 5%&( # *,% ##+% / 0# &>>-0&'*@ &'5.
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P## # %(%'0%.
U>#' %0%>* # &-- *,% #0)$%'*( &-#'; +*, *,% )-5 0#$>-%*% &>>-0&*#' #$@ *,% ,#)('; '&'0% 0#$>&'5 %0%%( *,% %*&-( / 0#$$)'0&*% *( %0(#' %;&'; &>>#&- # ,% -#&' &>>-0&*#'.
2oc$metatio reF$iremets – ost*aro;a- /is<$rsa- sta"e: A*% & -#&' &>>-0&*#' ,&( %%' &>>#% / &* *,% *$% *,&* *,% ##+% %)%( *,% )'( # >&5$%'*@ *,% #--#+'; #0)$%'*( # 0)$%'*( &% %)% *# % )'(,% 1. A--# A--#*$ *$%' %'** -%* -%**% *% 2. P,#* P,#*#0 #0#> #>%( %( # # ** **-% -% %% %%(( 3. A;% A;%%$ %$%' %'** *# *# (%(%--4. N#'%' N#'%'0)$ 0)$& &'0% '0% 0%* 0%*0& 0&*% *%
2
RETAIL BANKING
. A>># A>>#% % >-&'( / 0-%&& 0-%&&'0% '0% 0%* 0%*0&* 0&*%( %( &-#'; +*, +*, %(*$& %(*$&*%( *%( *,% >#>%*5 >#>%*5 ( (%-0#'(*)0*%.
Reaymet Perio/ R%>&5$%'* #>*#'( &';% ;%'%&--5 #$ *# 1 5%&(. A %+ ,#)('; '&'0% 0#$>&'%( &-(# #% & 2"5%& %>&5$%'* >%#@ )()&--5 &* & ,;,% &*% # '*%%(*. NRI( 0&' &&- # # & ,#)('; -#&' # & $&$)$ >%# # # 7 5%&(. R%>&5$%'* ( )()&--5 *&=%' ' E)&*% E)&*% #'*,-5 #'*,-5 I'(*&--$% I'(*&--$%'*( '*( EI 5 +&5 # >#(*&*% >#(*&*% 0,%)%(. T,( % $#'%5 *,&* ( %>& *# *,% ,#)('; '&'0% 0#$>&'5 %%5 $#'*, 0#$>(%( # #*, '*%%(* / >'0>&- %>&5$%'*.
Co--atera- Sec$rities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
Iterest Rate Ca-c$-atio I' I'&@ *,% '*%%(* #' ,#$% -#&'( ( )()&--5 0&-0)-&*% #' #'*,-5 R%)0'; # 5%&-5 %)0'; &-&'0%. A. #' #'*,*,-5 5 R%)0 R%)0'; '; B&-&'0% B&-&'0% T,% >'0 >'0>&>&- #' +,0, +,0, *,% '*%%( '*%%(** ( >& %)0%( %)0%( %%5 $#'*, &( *,% EI ( >&. B. A'')&A'')&- R%)0' R%)0'; ; B&-&'0 B&-&'0% % T,% >'0>& >'0>&-- ( %)0% %)0% &* *,% %' # *,% 5%&. 5%&. T,( $%*,# # 0&-0)-&*'; '*%%(* ( $#% %>%'(% &( *,% ##+% 0#'*')%( *# >&5
26
RETAIL BANKING
'*%%(* #' & 0%*&' # *,% >'0>&-@ +,0, ,&( &-%&5 %%' >& &0= *# *,% ,#)('; '&'0% 0#$>&'5 5 +&5 # *,% EI.
T,%% %% T, %%0* 0* %% '*% '*%% %(* (* &*% &*% ( &>> &>># #$ $&* &*%%-5 5 ".7M ".7M ,;,% ,;,% *,&' *,&' *,% *,% $# $#'* '*,,-5 5 %)0'; &-&'0% $%*,#.
Ta Beefits T& %'%*( &% &&-&-% )'% 1. E%$>*#' )'% (%0*#' 88 # IT &0* R%&*% # %>&5$%'* # >'0>-% )> *# R(. 1"@""".
2. D%)0*#' )'% (%0*#' 24 # IT &0* # '*%%(* >&5$%'* #' ,#)('; -#&'( )> *# R(. 1"@""" ' %(>%0* # (%-#00)>% ,#)(% >#>%*5 &0)% # 0#'(*)0*% +*, 0&>*& ##+% #' # &*% 1.4.99@ / &0)(*#' # 0#'(*)0*#' ( 0#$>-%*% +*,' 3 5%&( #$ *,% %' # *,% '&'0&- 5%& ' +,0, *,% 0&>*&- ##+%. T& %'%* +-- %% ' 0&(% # *,% >#>%*5 ,&( %%' -%&(% #)*.
', A$to Loas:
27
RETAIL BANKING
Tyes of A$to Loas A)*# -#&'( # 0& -#&'( 0#)- % # *,% #--#+'; '&*)%
Ne6 car -oa: T,( ( $#(* #>*% # &( * >#%( & ($>-% -#&' # >)0,&('; &
'%+ 0&.
1se/ car -oa: T,( ( -#&' &0-*5 #%% #' (%0#' ,&' 0& >)0,&(%(. T,(
'#-%( &-)&*#' # *,% 0& %'; >)0,&(% 5 +&5 # 0%*% &-)%( # )(% 0&(.
A$to Refiace: T,( ( & -#&' &0-*5 ;%' #' &' %(*'; 0& #+'% 5 *,%
##+% >#% *,&* *,% 0& ( '#* ,5>#*,%0&*% *# &'5 '&'0%.E-;-*5 '&'0%.E-;-*5 *%$( F# A)*# L#&'(
T5>0&--5 $#(* '&'0%( ,&% ($-& %-;-*5 0*%& # &)*# -#&'(. T,% &;% # *,% ##+% (,#)- % %*+%%' 28 5%&(. A'')&- '0#$% (,#)- % &#% R(. 6"@""". A*#'&- '#$&*#' ( *&=%' +*, *,% -#&' &>>-0&*#' #$.
T,% (% # *,% -#&' &$#)'* (&'0*#'% %>%'( #' *,% 0#(* # *,% %,0-%@ *,% *5>% # 0& (*&'& # P%$)$ / *,% >%0%'*&;% '&'0';. U(% 0&( ;%* -#+% ( #% #%% %. . A '%+ 0& 0& 0&' 0&' ;%* )> *# 9"M '& '&'0 '0';. ';. U( U(% % 0&( 0&( ;%* -#+% -#+% '& '&'0 '0' ';. ;.
28
RETAIL BANKING
D%>%''; D%>%''; #' *,% $#%- / *( %(&-%@ %(&-%@ *,% &$#)'* ' )(% 0&( -=% *,% &)* &)* 8"" 0#)- ;# )>.
2oc$metatios ReF$iremets – Pre*Aro;a
I' 0&(% 0&(% *,% *,% # ##+ #+% % ( & (&-& (&-& % % %$>%$>-#5 #5%% %%@@ >## >## '0# '0#$% $% .%. .%. (&-& (&-&5 5 0%*0&*%(->( / TDS 0%*0&*% F#$ 16 # *,% ##+% / 0#&>>-0&'*@ &'5.
I' 0&(% # ##+% ( (%-%$>-#5%@ %*&-( # )('%(( *&0= %0# / & 0#>5 # *,% &)*% '&'0&- (*&*%$%'*( # *,% -&(* 2 5%&( # *,% ##+% / 0#&>>-0&'*. I &'5.
C#>5 # &'= (*&*%$%'*( # *,% -&(* 6 $#'*,(.
C#>5 # *,% -&*%(* 0%* 0& (*&*%$%'*.
P&((>#* (% >,#*#;&>,.
S;'&*)% %0&*#' #$ *,% ##+%( &'=.
P## # %(%'0%. U>#' %0%>* %0%>* # &-- *,% #0)$%'*( #0)$%'*( &-#'; +*, *,% )-5 0#$>-%*% 0#$>-%*% &>>-0&*# &>>-0&*#' '
#$@ *,% 0& '&'0% 0#$>&'5&'= %%+( *,% %*&-( / 0#$$)'0&*%( *( %0(#' %;&'; &>>#&- # *,% -#&' &>>-0&*#'.
2oc$metatio reF$iremets – Post aro;a-/is<$rsa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
29
RETAIL BANKING
Reaymet Perio/ U()&--5 C& '&'0'; ( &&-&-% #$ 1 5%&(. S#$% '&'0%( #% -#';% *%')% -#&'( )> *# 7 5%&(. T,% *%')% ( )()&--5 %>%'%'* #' *,% &' # 0& %'; >)0,&(%. A ()>% >%$)$ 0& ()0, &( *,% %0%%( +#)- % %(*0*% *# *%')% # 3 5%&( #'-5. A( *%')% '0%&(%( *,% EI %)0%( )* *,% *#*&- '*%%(* #)*-#+ ( ,;,%. S#$% '&'0%( '&'0%( &--#+ & &0-*5 &0-*5 # &0= -#&'; -#&'; # *,% EI +,%% ' *,% EI >&5$%'*( &% -#+% '*&--5 / '0%&(%( &( *,% ##+%( ##+%( '0#$% '0%&(%(.
Co--atera- Sec$rities T5>0&--5 *,%% ( '# %)%$%'* # &'5 &*#'&- 0#--&*%&- *# % >#%. T,% RC ##= ( %'#(% # ,5>#*,%0&*#' *# *,% '&'0% +,0, 5 *(%- ( &%)&*% (%0)*5 # *,% '&'0%. '&'0%.
Iterest Rate Ca-c$-atio T,% '*%%(* '*%%(* ( )()&--5 )()&--5 0,&;% 0,&;% #' & &*% # #' & %)0'; %)0'; &-&'0% &-&'0% &(( +,0, 0#)- % &-5@ &-5@ $#'*,-5@ )&*%-5 #' &'')&--5. &'')&--5.
9ees # Char"es T,%% &% %%( / 0,&;%( ' &*#' *# '*%%(* &*%. P#0%(('; %%(@ &&'0% EI( &>>-0&-%@ (*&$> 0,&;%(@ %;(*&*#' 0,&;%( / '()&'0% ,&% *# % >& ># *# *,% *&'(&0*#' %'; 0#$>-%*%. #(* '&'0%( # '#* 0#% '()&'0% / %;(*&*#'. T,% >0% # *,% 0& ( *&=%' *# % *,% %(,#+##$ >0%@ +,0, #%( '#* '0-)% '()&'0% / %;(*&*#' 0,&;%(.
Ta Beefits S&-&% %$>-#5%%( 0&''#* &&- # *& %'%*( #' *,% -#&' *&=%' # >)0,&('; & 0&. 0&. H#+%% H#+%% (%- %$>-#5% %$>-#5% >%(#'( >%(#'( 0&' &&- # *& %'%*( %'%*( #' %>%0&*#' %>%0&*#' &( +%-- &( #' *,% '*%%(* >& #' *,% &$#)'* ##+% # *,% >)0,&(% # *,% %,0-%.
3"
RETAIL BANKING
?, T6o 6hee-er 6hee-er # cos$mer cos$mer /$ra< /$ra<-e -e -oa: -oa:
T+# +,%%-% -#&'( &% ;%' # >)0,&(% # $#>%(@ (0##*%( / $#*#050-%(. C#'()$% C#'()$% )&)&-%% -#&'( -#&'( 0#% 0#% >)0,& >)0,&(% (% # )&)&-%( %( ()0, ()0, &( %; %;%& %&*# *#(@ (@ +&(,' +&(,'; ; $&0,'%(@ )(0 (5(*%$(@ 0&$0#%( / D!D P-&5%(.
E-i"i-#5%%(. 3. '$)$ &'')&- '0#$% # &#)* & #)* R(. 4@""" # (%-%$>-#5% ')&-(. T,% -#&' &$#)'* (&'0*#'% &';% #$ R(. 7."" *# R(. 9"""" # *+# +,%%-% -#&'(. C#'()$% )&-% -#&'( &% )()&--5 # & ($&--% &$#)'* / &5 &( >% *,% '&*)% # *,% )&-% %'; >)0,&(%. #(* # *,% '&'0%( %)% & #+' >&5$%'* *# % $&% 5 *,% ##+% *#+&( *,% >)0,&(% # *,% *+#+,%%-% # 0#'()$% )&-%.
2oc$metatio ReF$iremets
I' 0&(% *,% ##+% ( & (&-&% %$>-#5%%@ >## #' '0#$% *,&* ( (&-&5 0%*0&*%(->( / TDS 0%*0&*% F#$ 16 # *,% ##+% / 0#&>>-0&'*@ &'5. &'5. H#+%%@ *,% (*';%'05 # ,( %)%$%'* ( +&% ' $#(* 0&(%(.
I' 0&(% *,% ##+% ( (%-%$>-#5%@ %*&-( # )('%(( *&0= %0# / & 0#>5 # *,% &)*% '&'0&- (*&*%$%'*( # *,% -&(* 2 5%&( # *,% ##+% / 0#&>>-0&'*@ &'5. T,%(% #0)$%'*( &% '#* $&'&*#5 ' $#(* 0&(%(.
S;'&*)% %0&*#' #$ *,% ##+%( &'=%P## # %'**5. %'**5.
P## # %(%'0%.
Reaymet Perio/ R%>&5$%'* # *+# +,%%-% -#&'( &% )()&--5 #% 6 *# 36 $#'*,(@ +,-(* *,#(% # 0#'()$% )&-% -#&'( &% %*+%%' 12 *# 36 $#'*,(.
31
RETAIL BANKING
Co--atera- Sec$rities U()&--5 '# 0#--&*%&- (%0)*5 ( %)% ' *+# +,%%-% / 0#'()$% )&-% -#&'(.
Iterest Rate Ca-c$-atio I'*%%(* ( 0,&;% &* & -&* &*% / &';% %*+%%' 7.M / 1.2M # *+# +,%%-% -#&'(. T,% &*%( #' 0#'()$% )&-% -#&'( &% &% %>%''; #' *,% (%&(#'&-*5 # *,% >#)0* %'; (#-.
9ees # Char"es #(* *+#+,%%-% *+#+,%%-% '&'0%( '&'0%( 0,&;% 0,&;% & -&* >#0%(('; >#0%(('; %% # 2M # R(. "" +,0,%% ( ,;,%. ,;,%. T,% &*#'&- 0,&;%( #' 0#'()$% )&-% '&'0'; &% ($-& *# *,&* # *,% *+#+, *+#+,%%%%-% % 0,&;%( 0,&;%(@@ *,% % %%'0% %'0% %'; %'; *,&* *,&* *,%% *,%% &% (-&( (-&( # -#&' -#&' &$#)'* &$#)'*(( # &>>#$&*%-5 # )> *# R(. 1"@""" %*+%%' R(. 1"@""" / R(. 2"@""" / &#% R(. 2"@""" / %%( &% &(% #' *,%(% &$#)'*(.
Ta Beefits S&-&% %$>-#5%%( 0&''#* &&- # *& %'%*( #' *,% -#&' *&=%' # >)0,&('; & *+# +,%%-%. H#+%%@ (%- %$>-#5% >%(#'( &&- # *& %'%*( #' %>%0&*#' &( +%-- &( #' *,% '*%%(* >& #' *,% &$#)'* ##+% # *,% >)0,&(% # *,% %,0-% # )&-% * ( # >#%((#'&- >)>#(%(.
32
RETAIL BANKING
Persoa-1sec$re/ Loas: @, Persoa-1sec$re/
P%(#'&- -#&' ( &' &-->)>#(% -#&' # +,0, *,% %' )(% 0&' % *# $%%* &'5 >%(#'&- %)%$%'*( # *,% ##+%. ##+%.
E-i"i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
2oc$metatios ReF$iremets – Pre*Aro;a
I' 0&(% 0&(% *,% *,% ## ##+% +% ( & (&-& (&-& % % %$>%$>-#5% #5%% % >## >## # '0#$ '0#$%% .%. .%. (&-& (&-&5 5 0%*0&*%(->( / TDS 0%*0&*% F#$ 16 # *,% ##+% / 0#&>>-0&'*@ &'5.
I' 0&(% *,% ##+% ( (%-%$>-#5% %*&-( # )('%(( *&0= %0# / 0#>5 # *,% &)*% '&'0&- (*&*%$%'*( # *,% -&(* 2 5%&( # *,% ##+% / 0#&>>-0&'*@ &'5.
C#>5 # &'= &00#)'* &00#)' * (*&*%$%'*( # *,% -&(* 6 $#'*,(.
C#>5 # *,% -&*%(* 0%* 0& (*&*%$%'*.
P&((>#* (% >,#*#;&>,.
S;'&*)% %0&*#' #$ *,% ##+%( &'=%.
P## # %(%'0%.
33
RETAIL BANKING
U>#' %0%>* # &-- *,% #0)$%'*( &-#'; +*, *,% )-5 0#$>-%*% &>>-0&*#' #$@ *,% &'= %%+( *,% %*&-( / 0#$$)'0&*%( *( %0(#' %;&'; &>>#&- # *,% -#&' &>>-0&*#'.
2oc$metatio ReF$iremets – Post aro;a-2is<$rsaP#(* &>>#&-@ *,% &'= 0#--%0*( >#(*&*% 0,%)%( # *,% )-- *%')% # *,% -#&' ># *# ()(&- &-#'; +*, *,% 0#--&*%&- (%0)*%(@ (%0)*%(@ &'5. &'5.
Reaymet Perio/ P%(#'&- -#&'( &% )()&--5 (,#* *%')% -#&'( )> *# $&$)$ # *,%% 5%&(. I' &% 0&(%( (#$% &'=( #% & 5%& %>&5$%'* #>*#'. T,%% ( )()&--5 & 6 $#'*,( -#0= ' >%# ' %*,% 0&(%.
Co--atera- Sec$rities U'(%0)% -#&'( &% 5 %'*#' )'(%0)%. T,%5 &% %(;'% # >%#>-% +,# #'* +&'* *# )'%;# *,% ,&((-%( # >#'; (%0)*5 # ,5>#*,%0&*#' # &% +--'; *# >&5 *,% ,;,% >0% # ()0, -#&'(. N# 0#--&*%&- # ;)&&'*%% ( )()&--5 *&=%' 5 *,% &'=. H#+%%@ ' 0&(% # (#*+&% >#%((#'&-(@ (#$% &'=( &% &(= # & ;)&&'*# # & 0#&>>-0&'*.
Iterest Rate Ca-c$-atio I'*%%(* &*%( 0)%'*-5 &5 %*+%%' 1 *# 3"M. L#';% *%')% -#&'( &% )()&--5 >0% ,;,%. A( &-(# -#&'( *# >%(#'( +*, & ,;,% (= >#-%. >#-%.
Ta Beefits T& %'%* #' >%(#'&- -#&'( ( '#* &&-&-% *# (&-&% %$>-#5%%(. H#+%%@ (%- %$>-#5% >%(#'( $&5 &&- # *& %'%*( #' *,% '*%%(* &$#)'* >& *,% -#&' ( # >#%((#'&- >)>#(%(.
34
RETAIL BANKING
, E/$catioa- -oa:
E)0&*#'&- -#&' )()&--5 0#% & &%*5 # 0#)(%(. I* >&5( # *,% 0#(* # *)*#' %%(@ ,#(*%- %((@ $%(( %%( / %&$'&*#' %%(. T,% 0#(* # ##=(@ %)>$%'* / #*,% '(*)$%'*( %)% 5 *,% (*)%'* &% &-(# 0#%%. S#$% '&'0%( 0#% *,% 0#(* # &&% *,% (*)%( &% %'; )'%*&=%' #%(%&(.
E-i"i$&5 %)%$%'* ( *,&* *,% (*)%'* (,#)- ,&% ;#* &$((#' *# *,% 0#)(% *,&* ,% ( (%%='; *,% -#&' #. #(* &'=( &-(# (>%05 &' &;% 0*%& ()0, &( 1626 5%&( %*0. T,% >&(* &0&%$0 *&0= %0# # *,% (*)%'* +#)- &-(# % 0#'(%%. T,% $&$)$ -#&' &$#)'* &%( 5 ')&- &'=( &( +%-- &( *,% '(**)*#' *,&* *,% (*)%'* +#)- >)()% ,(,% &0&%$0(. I* 0#)- % # (*)%( &#&. T,% %>&5$%'* 0&>&0*5 # *,% (*)%'* / ' (%%&- 0&(%(@ *,% >&%'*( /# ;)&&'( ( # )*$#(* 0#'0%' *# *,% &'=. U()&--5 '# $&;' $#'%5 ( %)% # -#&'( )>*#R(.4 L&=,(. F# -#&'( ' I'& / 1M # (*)%( ' &#&@ *# % #'% 5 *,% &>>-0&'*. T,% >&%'*( >&%'*( '0#$% +#)- &-(# % 0#'(%% 5 $#(* &'=(.
2oc$metatio ReF$iremets – Pre*Aro;a-
T,% #0)$%'*&*#' %)%$%'*( +#)- %>%' #' *,% (>%00 %)%$%'*( &( >% *,% >#-05 # *,% &'= ;'; *,% -#&'. H#+%%@ & 0#'$&*#' # &$((#' 5 *,% %)0&*#'&- '(**)*#' ( '%0%((&5. '%0%((&5. O*,% #0)$%'*( +#)- '0-)%.
C#>5 # &'= &00#)'* &00#)' * (*&*%$%'*( # *,% -&(* 6 $#'*,(.
P&((>#* (% >,#*#;&>,.
S;'&*)% %0&*#' #$ *,% ##+%( &'=%.
3
RETAIL BANKING
P## # %(%'0%.
I'0&(% %*,% # *,% ##+% ##+% ( >&%'*( ( & (&-&% %$>-#5%% >## # '0#$% .%. (&-&5 0%*0&*%(->( / TDS 0%*0&*% F#$16 # ,% ##+% / 0#&>>-0&'*@ &'5.
I'0&(% %*,% # *,% ##+%( >&%'*( ( (%-%$>-#5% %*&-( # )('%(( &0=
%0# / & 0#>5 # *,% &)*% '&'0&- (*&*%$%'*( # *,% -&(* 2 5%&( # *,% ##+% / 0#&>>-0&'*.
D#0)$%'*( +*, %(>%0* # >&(* &0&%$0 *&0= %0# # *,% (*)%'*.
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36
RETAIL BANKING
Co--atera- Sec$rities S#$% &'=( # '#* %)% 0#--&*%&- (%0)*5 *# % )'(,% *,% &$#)'* %'; ##+% ( -%(( *,&' R(. 2@""". F# &$#)'*( ;%&*% *,&' *,&* NSC(@ #'(@ >#>%*5 $#*;&;% %*0. &% *&=%' &( 0#--&*%&-.
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37
RETAIL BANKING
, P-as P-asti ticc moe moey: y: A &# &#$% $%*% *% # $&*) $&*) *5 *5 # &' %0#' %0#'#$ #$5 5 +*, +*, & %+ %+ %0% %0%>* >*# #'( '( ( *,% *,% (*&; (*&;%% # %%-#>$%'* %&0,% 5 *( >&5$%'* (5(*%$(. C&(, ' *,% #$ # '#*%( &' 0#'( $&=% )> J)(* #'% #$ # >&5$%'* (5(*%$. T,% %%-#>$%'* ' &'='; #);,* &#)* & (%0#' >,&(% ' >&5$%'* (5(*%$@ *,#);, >&>% '(*)$%'*( '&$%-5 0,%)%( &' 0%* *&'(%(. T,% %)%$%'* %)%$%'* # ;%&*% -%- -%-*5 *5 &' 0#'%'%'0% &' %%-#>$%'* %%-#>$%'* # *%0,'#-#;5 *%0,'#-#;5 ,&( ;%' (% *# %-%0*#'0 >&5$%'*( &' *,( ( +,%% >-&(*0 0&( ,&% %%' >#%. T,% 0%* 0& 0&' % %'% &( & ($&-- >-&(*0 0& *,&* &--#+( *( ,#-% *# )5 ;##( &' (%0%( #' 0%* &' *# >&5 &* % '*%&-( *,#);, *,% 0& (()'; &;%'0%(<.
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38
RETAIL BANKING
T,% +#='; ;#)> %-%&*% & ')$% # $&J# (()%( %-&*'; *# 0)(*#$% ;%&'0%( &' ;,*( T&'(>&%'05 &' (0-#()%.
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39
RETAIL BANKING
Tye of car/s iss$e/
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4"
RETAIL BANKING
CheF$e car/s:
I* ( & 0& ;%' *# 0)(*#$% 5 *,% &'= *,&* ,% $)(* (,#+ +,%' ,% +*%( & 0,%)%@ +,0, >#$(%( *,&* *,% &'= +-- >&5 #)* *,% $#'%5 +**%' #' *,% 0,%)%. U'% 0,%0= 0& (5(*%$@ (5(*%$@ *,% 0& ,#-% ( ;%' & 0& / & 0,%)%##=. 0,%)%##=. H% ,&( *# )(% *,% 0,%)%( 0,%)%(@@ +,-% +,-% >)0,&( >)0,&(%% ( $&% $&% / *,% *&% *&%(( ;%*( ;%*( ;)&&' ;)&&'*%% *%% >&5$%' >&5$%'*. *. T,% 0)(*#$% #%( '#* ;%* %% 0%*@ ,% ,&( *# =%%> ()0%'* &-&'0% ' ,( &00#)'* # *,% &'= +-- >#% #%&* )> *# & (>%00 -$*@ # 0#)(% #' '*%%(* >&5$%'* &((.
Char"e Car/:
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41
RETAIL BANKING
Smart Car/s: W*, *,% )(% # 0%* 0&(@ +% $&5 &&- # 0%* &0-*5 #' #) >)0,&(% # ;##((%0%( #$ &>>#% (&-%( #)*-%*(. A ($&* 0& ,#+%%@ %'&-%( *,% 0&,#-% *# >%#$ &#)( #*,% &'='; )'0*#'( &>&* #$ 0%* >)0,&(%(. F# %&$>-%(@ +*, ($&* 0&(@ +% 0&' &+ 0&(, #$ AT(@ +% 0&' %5 %'*%( ' #) &00#)'*(@ (%%= '#$&*#' >%*&''; *# #) &00#)'*(@ %*0. T,( ( >#((-% %0&)(% *,% 0& ,&( &' '*%; '*%;&*% &*% 00) 00)** +*, +*, $0#> $0#>#0 #0%(( %((# # 0,> 0,> %$%% %$%% ' *,% 0& 0& # %'* %'* 0&* 0&*#' #' >)>#(%(. T,% 0& 0&' &-(# >%#$ 0&-0)-&*#'( / $&'*&' %0#(.
Co;eiece 1sers: C%* 0& 0)(*#$%( &% *5>0&--5 %*%'% &' )'(%0)% 0%* &* -%&(* )> *# 3" &5(. B%5#' *,% >%#@ >%#@ *,% &'= 0,&;%( 0,&;%( '*%%(* '*%%(* #' #)*(*&''; #)*(*&''; --(. H#+%%@ H#+%%@ (#$% 0&,#-%( $&5 >%% *# >&5 # *,% )-- )%( %#% *,% %% 0%* >%#. S)0, 0&,#-%( &% 0&--% 0#'%'%'0% )(%(.
42
RETAIL BANKING
RETAIL LEN2ING
E%5#'% %&$( # -'; & 0#$#*&-% -% &' #%( &-- #'% 0&' *# $&=% *,( %&$ 0#$% *)%. T#&5 *,( ,&( %0#$% $)0, %&(%@ &( +*, ,;,% -%%-( # '0#$% &' $)-*>-% %&''; $%$%( ' *,% &$-5@ * ( %&(5 *# &&- -#&'( *# )--- &(>&*#'( B)5'; & ,#$%@ 0& # &'5 ($&-- ,#)(%,#- *%$ ()0, &( T! # & %;%&*# )('; $#'%5 ##+% #$ & &'= # & '&'0% 0#$>&'5 ,&( %0#$% *,% +&5 # -% *#&5. T,( ,&( 0%&*% & ; )('%(( #>>#*)'*5 # '&'0% 0#$>&'%(. T,%5 &% #%'; -#&'( *# &-- *5>%( # 0)(*#$%( # &-- *5>%( # &((%*(. R%*&-%''; ,&( *,)( %0#$% #'% # *,% =%5 )('%(( %*0&-( # '&'0% 0#$>&'%(. T,( '%0%((*&*%( &'=( *# #--#+ >#0%((%( # 0#')0*'; )('%(( >#*&-5. T,%% &% *+# $&' &%&( ' -%'';. L#&' O;'&*#' &' L#&' S%0';. T,% >#0%(( # &-&*'; 0)(*#$%(@ 0#''0'; *,%$ *,&* *,% '&'0% 0#$>&'5 ( *,% ;,* (#)0% # *,% -#&' %)%$%'* &' '&--5 #%'; *,% -#&' +*, *%$( &' 0#'*#'( *,&* $&=% )('%(( (%'(% *# *,% '&'0% 0#$>&'5 ( L#&' O;'&*#' &' #'0% *,% -#&' ( ()(%@ *,% >#0%(( # $&'&;'; *,% %>&5$%'*( #$ 0)(*#$%( &' %(>#''; *# *,% 0)(*#$% %)%(*( # >% >&5$%'*(@ %&-5 (%**-%$%'*@ %(0,%)-';@ %*0. ( L#&' S%0';. L%''; ,&( %0#$% %5 0#$>%**% &( 0)(*#$%( &% ' *,% $#% # (,#>>'; # -#&'(. -#&'(. F'&'0 F'&'0%% 0#$>&' 0#$>&'%( %( ,&% *# 0#'*') 0#'*')#)( #)(-5 -5 #% #% '%+ '&'0 '&'0&&- >#)0* >#)0*(( *# 0)(*#$%( 0)(*#$%( &' *,)( *+# # *,% $>#*&'* $>#*&'* &(>%0*( # *,% )('%(( )('%(( &% *$%*#$& *$%*#$&=%* =%* &' -%-*5. B)* &( ')$% # 0)(*#$%( '0%&(%@ *,% (= # '0%&(% ' *,% ')$% # %&)-*%( >%&-(. T,)( '&'0% 0#$>&'%( ,&% *# # *,% &-&'0'; &0*. O' #'% ,&' *,%5 ,&% *# &0)% $#% )('%(( 5 -%''; *# $#% 0)(*#$%( &' #' *,% #*,% ,&' *,%5 ,&% *# -%' *# (%-%0* 0)(*#$%( (# *,&* *,% &*% # %-')%'05 ( )'% 0#'*#-.
43
RETAIL BANKING
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
A$to mate/ / Te-Te--er er Machi Ma chies&ATM, es&ATM, >, A$tomate
T,% *%' ' &'='; ,&( %#-% #$ & 0&(, %0#'#$5 *# 0,%)% %0#'#$5 &' *,%%#' *# *,% >-&(*0 0& %0#'#$5. O'% # *,% 0,&''%-( # &'='; (%0%( %-%5 ( % *,% AT # *,% A)*#$&*% T%--% &0,'%(@ +,#(% *&*#'&- &' >$&5 )(% ( *# (>%'(% 0&(, )>#' '(%*#' # & >-&(*0 0& &' *( )')% PIN # P%(#'&- I%'*0&*#' N)$%.
44
RETAIL BANKING
C)%'* &' (&';( &00#)'* ,#-%( # & &'= +,# ,#- & 0%*&' $'$)$ &-&'0% ' *,% &00#)'*( %*%$'% 5 %&0, &'= &( >% *,% >#-05 &% (()% &' AT 0&. T,% 0& ( & >-&(*0 0& +*, & $&;'%*0 (*> +*, *,% &00#)'* ')$% ' )$% # *,% ' ')&)&-.. W,%' W,%' *,% 0& 0& ( '(%* '(%*% % '*# '*# *,% AT@ AT@ *,% $&0,' $&0,'%( %( (%'(' (%'('; ; %)>$% %)>$%'* '* %'* %'*% %(( *,% &00#)' &00#)'** ,#-% ,#-% &' &(=( &(=( # ,(,% ,(,% %'* %'*0 0&* &*#' #' 0#% 0#% ')$%. T,( ( %%% *#@ )()&--5@ &( *,% PIN &' ( (()% 5 *,% &'=( 0#$>)*%(. T,( ')$% ( )'='#+' *# *,% &'=( (*& &' ( (%0%* &' )')% *# *,&* ')&-. W,%' *,% >%(#' )(%( *,% AT &' * &(=( # *,% PIN@ *,% 0&,#-% %'*%( ,$(%-,%(%- 5 >%(('; *,% %-%&'* ')$% )**#'( #' *,% $&0,'%. T,% $&0,'% *,%' %%( *,% &00#)'* ')$% #' *,% AT 0& &-#'; +*, *,% (%0%* 0#% ')$% (*#% ' *,% AT. W,%' *,% $&*0,%( #)'@ *,% AT >#>( & $%') (0%%'@ +,0, &--#+( *,% )(% *# *&'(&0* &-$#(* &-- *5>%( # &'= *&'(&0*#'(.
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4
RETAIL BANKING
', Iter Iteret et Ba!i Ba!i": ":
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46
RETAIL BANKING
MARKETING STRATEGIES &Io;ati;e
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47
RETAIL BANKING
T# % #' (&% (% &'=( &% *&;%*'; *,% )>+&-5 )&' (&-&% 0-&(( %(>*% ='#+'; *,&* * ( B; 0*5 I'&' 5#)*,< +,# &% $#(* >#*&-% (%;$%'*. H#+%% &'=( &% &-(# (>%&'; *,%% #>%&*#'( *# '0-)% *,% (%- %$>-#5% &' (%$)&' 0, R%*&R%*&- B&'='; B&'='; 0#%( #*, &((%*( &((%*(%% &' -&-* -&-*%(( %((% % >#)0*(. >#)0*(. T,% -&-*%( (% '0-)%( AT@ E&'=';@ &' T%-%&'='; +,%% *,% &'= ,&( *# $&=% (;'0&'* '%(*$%'* ' '&(*)0*)% &' *%0,'#-#;5. T,% &((%* (% # &'= ,&( &#)( *5>% # -#&'( >#% 5 &'=(
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48
RETAIL BANKING
CRM IN RETAIL BANKING
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49
RETAIL BANKING
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RETAIL BANKING