Among the leaders of the Russian market in the segment of mortgage lending - the bank "DeltaCredit".Despite its relative youth, this financial institution was able to achieve considerable success in its activities.Due to what the competitive advantages of a bank it?What are the characteristics of mortgage programs offered by "DeltaCredit"?What is remarkable mechanisms of interaction of the bank and its customers?
About bank
Commercial Bank "DeltaCredit" (DeltaCredit) is considered one of the first Russian-bank financial institutions that specialize in the mortgage market.While many organizations are trying to offer customers the greatest possible number of services, DeltaCredit focuses specifically on the housing loans market.Not so much in Russia as specialized credit and financial institutions as "DeltaCredit Bank."Consumer credit in it can not be obtained, but a wide range of options for a mortgage is present.
first information on the implementation of bank mortgage programs were recorded in 1998, when the corresponding segment of the market only began to take shape.However, an active banking DeltaCredit in Russia began only in 2001.As evidenced by some analysts belonging reviews, "DeltaCredit" - a bank with a good credit rating.This factor can be important in terms of interaction, for example, with the Central Bank and foreign financial institutions.
merger and reorganization
As we noted above, in 2001, "DeltaCredit" mortgage bank, began work in our country.It was connected with the fact that the absorption of the structure of the capital of foreign-bank financial institution - JPMorgan.After 4 years DeltaCredit shares were fully acquired by financial group "Societe Generale".According to some analysts, it is the merger of the bank with the largest European player in the market largely determined DeltaCredit active expansion on the Russian mortgage market.It has the structure to have a significant amount of resources, "Societe Generale", the experience of management and communication with the biggest financial players in Europe.
long time functioned as a credit institution JSC "DeltaCredit."The bank, however, will have to bring its name into line with some changes in the legislation of the Russian Federation.The fact that such forms of business as the Company and OJSC is now abolished.Now, if one or the other organization, including banks, is working by issuing shares, its name may sound just like a stock.
Bank and the market
mortgage market in Russia in the past few years, growing steadily.For example, in 2013, revenues in this segment increased by more than 31% compared to 2012 figures.The total amount of loans exceeded 1.35 trillion.rub., the number of loans - more than 800 thousand. units.In addition, the volume of overdue loans declined slightly - at the end of 2013 it amounted to 2.04%.Analysts
"DeltaCredit" expect that at the end of 2014 the mortgage market in Russia will grow by about 15% in value terms, its volume will exceed 1.5 trillion.rub.Especially active are expected to grow in the segment of new buildings - the corresponding dynamics, experts believe the bank will be 35%.This segment will be a key factor in the growth of the mortgage market in Russia.And not just because of the greater appeal in many cases purchase of new housing compared with the secondary.The fact that the Russians are considering investments in new buildings as a way to save the savings in terms of purchasing power.Ruble - the currency is not characterized recent stability.While the real estate market in general is characterized by sustained growth.Investments in new buildings - an attractive prospect for many people in the Russian Federation.
At the same time, in some regions there is a demand also on the "secondary housing."The fact that many families feel the need to move into new homes at an early date.They have no time to wait finish building flats, and even more so at the same time to pay the mortgage.In addition, many Russians are buying apartments are not so much in order to live in them, and for subsequent lease and conversion into a liquid asset.For this purpose, to buy a new building is not necessary: it is possible to invest in a quality apartment in a good area of the city, even if it is presented in the segment of the secondary housing.
network structure
"DeltaCredit" - mortgage bank, which operates in Russia, both within its own network of offices and cycling partner channels.Now this financial institution - among the leaders in terms of mortgage loans, and in many ways this status, experts say, the bank was constructed thanks to the efficient system of interaction with other organizations working in the segment.
"DeltaCredit" - a bank branch is represented in major cities of Russia: Moscow (ul. Mokhovaya, 7), St. Petersburg (Nevsky Prospect, 114-116), Kazan (Ostrowski, 87).In turn, affiliate structures are present in most regions.
activities "DeltaCredit" in figures
average weighted interest rate on mortgage loans in the "DeltaCredit" depends on the region of the bank.In Nizhny Novgorod, for example, in 2013 it was 12.4% in rubles (this is slightly more than in 2012) and 9.6% in foreign currency (which, in turn, is lower than in the previous year).Due to the fact that in 2014 the Central Bank increased its key interest rate, experts expect further growth in the respective loan conditions offered by Russian banks."DeltaCredit" is likely to be no exception regarding this trend.
The average value of a mortgage loan "DeltaCredit" - the indicators that are highly dependent on the bank's presence in the region.If you also take an example Nizhny Novgorod, the corresponding figure in 2013 amounted to about 1 million. 357 thousand. Rub.On average in Russia - a little more, about 1.64 million. Rubles.Of course, the figures will be quite different if the focus of Russia's largest city, where there is a bank "DeltaCredit" - Moscow.But any performance - to the capital or to Nizhny Novgorod - enough to give an idea of the conditional market dynamics: one way or another because of natural dwelling inflation figures will increase.
Loan Programs
"DeltaCredit" offers Russian citizens several notable mortgage programs.The conditions under which this financial institution offers a housing loan issue, broadly comparable with the suggestions of other market leaders.If some of the loan programs have a big bet, it is usually offset by reduced requirements for borrowers.
Among the most notable features that have characterized the bank "DeltaCredit" - mortgages it largely monetary.Loan products of the type offered by the organization, as a rule, are characterized by a low rate.But at the same time with a significant depreciation of the ruble borrowers may experience difficulties with loan repayment.
As the data in a number of public sources, the total amount of foreign currency mortgage loans in Russia is very modest - about 0.3% of total loans.Due to the instability of the financial markets of the Russian Federation the popularity of mortgages in the currency is likely to remain low in the coming years.
Have "DeltaCredit" attractive offers tailored to the needs of young families.There is also information about the programs, providing a very low rate for the Russian market - 9.75%.There are seasonal offerings of the bank, as well as various types of shares, accompanied by proposals to issue the credit in the framework of reduced rates.
Types of housing, which the borrowers can acquire "DeltaCredit" variety.The purchase of real estate as a whole or in installments.It can be purchased on credit apartments, rooms, houses.
In some regions, the presence of "DeltaCredit" has banking products tailored to the borrower find the required amount for a down payment on a mortgage.It is possible to use, as in many other banks, the parent capital as a source of financing when buying an apartment.
interaction with customers
One of the requirements of the market, which must conform to any modern (including "DeltaCredit") Bank - customer reviews must somehow be accompanied by feedback from the most-bank financial institution.In the case before us the bank, we can fix a very interesting model for the implementation of the relevant institution with this criterion.In particular, a system which can leave both online and offline responses."DeltaCredit" - a bank that offers customers leave your opinion in the form of assessments on paper forms in the offices, as well as through interaction with consumers via online channels.What is the specific directions of the second?
interface interaction with the virtual community (integrated with the feedback form) built into the widget on the home page of the website of the bank.Customers of financial organizations, using them to post their own reviews."DeltaCredit" - a bank that seeks primarily to openness.The level of moderation in the community is minimal.That is, if the problem is real, it is not silenced by the bank.From a technical point of view the interaction between the "DeltaCredit" and customers to realize sufficiently convenient.
What are the priorities in this direction, which defines for itself "DeltaCredit"?Bank (feedback from staff responsible for interaction with customers online to confirm this) largely concentrates on how to address the problems of their current or potential borrowers, with a focus on the localization of.That is the recommendation by some managers are not limited to generalities: as a rule, is carried out to promote dialogue with representatives of the bank customer in a particular city or region.For example, if a particular question asks a resident of St. Petersburg and the neighboring town, it is likely that the answer will be given based on the characteristics of the village, where it operates "DeltaCredit Bank" - St. Petersburg or any of the city of Leningrad region.This characteristic of the interaction of financial institution customers are impressed by the many experts and borrowers leave their comments and feedback on branded online portal or thematic resources.
great attention "DeltaCredit" on training their staff competent to communicate with customers.The Bank's experts are aiming to interact with consumers in terms of the formation of public information base to attract other borrowers.In this sense, it can be any good - including the negative - feedback."DeltaCredit" - a bank that can, solving the real problems of current customers, to form in front of a positive image of the borrowers.Public information on the bank's website, the feedback is banned, according to experts, an important role in attracting new borrowers.If, for example, the user is interested in a mortgage in the "DeltaCredit" bank reviews and inquiries of current consumers of these financial services branded portal can become a major factor in the decision-making in favor of processing the loan is considered in the credit and financial structure.
Work "online"
How to work with clients in the "online" bank carried out in practice?Some sources indicate, for example, to communicate with customers over the Internet employing a few dozen experts "DeltaCredit."The bulk of the work fulfills the marketing department of the bank, as well as structures responsible for the technical processing status of client requests.So how is actively handling consumer banking services through online channels as well as the quality of problem solving - factors that directly affect the performance indicators of bank employees within their respective areas of work.
"DeltaCredit" - the bank, customer reviews is that obtained via the Internet, to the competent staff of relevant departments.The specific target is determined by the essence of the request.It is possible, for example, that the question of the client will be able to answer the ordinary employee of the marketing department.If a specialist has doubts, it forwards the request to your supervisor.If, in turn, will require the participation of other departments of the bank - the question is sent to them.After you have prepared a competent answer, made a comment on the publication of "DeltaCredit" in the online community.
Of course, there is a more "standardized" for the market share, which offers a "DeltaCredit Bank": "My Account" client.It borrower can obtain detailed information about polzuemyh products, make requests to the customer support of the bank, to carry out certain transactions and payments.According to many experts, have estimated this kind of tool that offers "DeltaCredit Bank," "personal office" customer services of a financial institution - is sufficiently convenient and useful tool.
Reviews: statistics
What are the practical results of the interaction with clients through the Internet?One can cite the figures published in a number of sources.From February to August 2014, for example, in a "virtual" community bank "DeltaCredit" has created more than 700 unique themes initiated by customers.There were more than one thousand. Comments.During the same period the community was visited by over 43 thousand. Unique users.Number of views portal exceeded 329 thousand. Interface options include the community, increasing comfort of use resource.In particular, at a time when the client begins to write reviews or treatment is carried out autosubstitution formulations based on information from the search engine within the current knowledge base.Because of this, the man who wrote a request to the bank, with a high probability will express the essence of the problem is the most correct, and in many cases completely ready to find the answer to your question.For example, if a person is interested in where is "DeltaCredit Bank," an address in Moscow or St. Petersburg, this financial structure, it has all the chances to find the information in the existing database.
Statistics published a number of sources indicate that about 70% of the bank's customers solve the difficulties encountered without calling the help desk.That is the answers are already formed in the database.
Another interesting feature of the virtual feedback "DeltaCredit" - it has a wide range of options for the bank's clients to communicate with each other (and not just with the employees of the credit institution).As noted in a number of sources, about 12% of the queries posted by consumers of banking services, "closed" by the comments of other customers.
credit scoring mechanisms
As we have said, the segment in which the specialized bank "DeltaCredit" - mortgages.Since the format of activity involves long-term cooperation with the customer, the criteria for evaluating its ability to pay must be balanced.That is, on the one hand, the bank should not allow the issuance of loans to borrowers with questionable sources of income and potentially unprepared for strict financial discipline.On the other - strict criteria should not provoke a reluctance to work with the potential client-bank financial institution.
Bank "DeltaCredit", working under the direction actively develops its own system of credit scoring.In recent years, the emphasis here is placed on the automation of the process.The final decision on the loan still takes people, but at his disposal falls multifactorial report, which is set out in sufficient detail the analysis of the client's solvency, request a mortgage.One of these solutions, for example, involves a product, which has become the result of mutual integration of CRM-modules and analytical systems, well-known brands supplied by bank-level Microsoft, and proprietary databases "DeltaCredit" and those that are provided by partner organizations.
