RETAIL BANKING

DEFINITION:

“Retail banking is typical mass-market banking where individual customers use local
branches of larger commercial banks. Services offered include: savings and checking accounts,
mortgages, personal loans, debit cards, credit cards, and so”

The Retail Banking environment today is changing fast. The changing customer
demographics demands to create a differentiated application based on scalable
technology, improved service and banking convenience. Higher penetration of
technology and increase in global literacy levels has set up the expectations of the
customer higher than never before. Increasing use of modern technology has further
enhanced reach and accessibility.

The market today gives us a challenge to provide multiple and innovative

contemporary services to the customer through a consolidated window as so to ensure
that the bank’s customer gets “Uniformity and Consistency” of service delivery across
time and at every touch point across all channels. The pace of innovation is accelerating
and security threat has become prime of all electronic transactions. High cost structure
rendering mass-market servicing is prohibitively expensive.

Present day tech-savvy bankers are now more looking at reduction in their operating
costs by adopting scalable and secure technology thereby reducing the response time
to their customers so as to improve their client base and economies of scale.

The solution lies to market demands and challenges lies in innovation of new offering
with minimum dependence on branches – a multi-channel bank and to eliminate the
disadvantage of an inadequate branch network. Generation of leads to cross sell and
creating additional revenues with utmost customer satisfaction has become focal point
worldwide for the success of a Bank.

TYBBI Page 1
 RETAIL BANKING

RETAIL BANKING AN INTRODUCTION

Retail banking is, however, quite broad in nature - it refers to the dealing of
commercial banks with individual customers, both on liabilities and assets sides of the
balance sheet. Fixed, current / savings accounts on the liabilities side; and mortgages,
loans (e.g., personal, housing, auto, and educational) on the assets side, are the more
important of the products offered by banks. Related ancillary services include credit
cards, or depository services. Retail banking refers to provision of banking services to
individuals and small business where the financial institutions are dealing with large

TYBBI Page 2
 RETAIL BANKING

number of low value transactions. This is in contrast to wholesale banking where the
customers are large, often multinational companies, governments and government
enterprise, and the financial institution deal in small numbers of high value transactions.
The concept is not new to banks but is now viewed as an important and attractive
market segment that offers opportunities for growth and profits. Retail banking and retail
lending are often used as synonyms but in fact, the later is just the part of retail banking.
In retail banking all the needs of individual customers are taken care of in a well-
integrated manner.

Today’s retail banking sector is characterized by three basic characteristics:

o Multiple products (deposits, credit cards, insurance, investments and securities)

o Multiple channels of distribution (call center, branch, internet)

o Multiple customer groups (consumer, small business, and corporate).

ORIGIN OF BANKING

Banks are among the main participants of the financial system in India. Banking
offers several facilities and opportunities.

Banks in India were started on the British pattern in the beginning of the 19 th century.
The first half of the 19th century, The East India Company established 3 banks The Bank

TYBBI Page 3
 RETAIL BANKING

of Bengal, The Bank of Bombay and The Bank of Madras. These three banks were
known as Presidency Banks. In 1920 these three banks were amalgamated and The
Imperial Bank of India was formed. In those days, all the banks were joint stock banks
and a large number of them were small and weak. At the time of the 2 nd world war
about 1500 joint stock banks were operating in India out of which 1400 were non-
scheduled banks. Bad and dishonest management managed quiet a quiet a few of them
and there were a number of bank failures. Hence the government had to step in and
the Banking Company’s Act (subsequently named as the Banking Regulation Act) was
enacted which led to the elimination of the weak banks that were not in a position to
fulfil the various requirements of the Act. In order to strengthen their weak units and
review public confidence in the banking system, a new section 45 was enacted in the
Banking Regulation Act in the year 1960, empowering the Government of India to
compulsory amalgamate weak units with the stronger ones on the recommendation of
the RBI. Today banks are broadly classified into 2 groups namely—

(a) Scheduled banks.

(b) Non-Scheduled banks.

BENEFITS OF RETAIL BANKING

Traditional lending to the corporate are slow moving along with high NPA risk,
treasure profits are now loosing importance hence Retail Banking is now an alternative
available for the banks for increasing their earnings. Retail Banking is an attractive
market segment having a large number of varied classes of customers. Retail Banking
focuses on individual and small units. Customize and wide ranging products are
available. The risk is spread and the recovery is good. Surplus deployable funds can

TYBBI Page 4
 RETAIL BANKING

be put into use by the banks. Products can be designed, developed and marketed as
per individual needs.

SCOPE FOR RETAIL BANKING IN INDIA

o All round increase in economic activity

o Increase in the purchasing power. The rural areas have the large purchasing power
at their disposal and this is an opportunity to market Retail Banking.

o India has 200 million households and 400 million middleclass population more than
90% of the savings come from the house hold sector. Falling interest rates have
resulted in a shift. “Now People Want To Save Less And Spend More.”

o Nuclear family concept is gaining much importance which may lead to large savings,
large number of banking services to be provided are day-by-day increasing.

o Tax benefits are available for example in case of housing loans the borrower can
avail tax benefits for the loan repayment and the interest charged for the loan.

ADVANTAGES AND DISADVANTAGES OF RETAIL BANKING

ADVANTAGES
Retail banking has inherent advantages outweighing certain disadvantages.
Advantages are analyzed from the resource angle and asset angle.

TYBBI Page 5
 RETAIL BANKING

RESOURCE SIDE

o Retail deposits are stable and constitute core deposits.

o They are interest insensitive and less bargaining for additional interest.

o They constitute low cost funds for the banks.

o Effective customer relationship management with the retail customers built a

strong customer base.

o Retail banking increases the subsidiary business of the banks.

ASSETS SIDE

o Retail banking results in better yield and improved bottom line for bank.

o Retail segment is a good avenue for funds deployment.

o Consumer loans are presumed to be of lower risk and NPA perception.

o Helps economic revival of the nation through increased production activity.

o Improves lifestyle and fulfils aspirations of the people through affordable credit.

o Innovative product development credit.

o Retail banking involves minimum marketing efforts in a demand –driven

economy.

TYBBI Page 6
 RETAIL BANKING

o Diversified portfolio due to huge customer base enables bank to reduce their
dependence on few or single borrower

o Banks can earn good profits by providing non fund based or fee based services
without deploying their funds.

DISADVANTAGES

o Designing own and new financial products is very costly and time consuming for
the bank.

o Customers now-a-days prefer net banking to branch banking. The banks that are
slow in introducing technology-based products, are finding it difficult to retain the
customers who wish to opt for net banking.

o Customers are attracted towards other financial products like mutual funds etc.

o Though banks are investing heavily in technology, they are not able to exploit the
same to the full extent.

o A major disadvantage is monitoring and follow up of huge volume of loan

accounts inducing banks to spend heavily in human resource department.

o Long term loans like housing loan due to its long repayment term in the absence
of proper follow-up, can become NPAs.

o The volume of amount borrowed by a single customer is very low as compared to

wholesale banking. This does not allow banks to to exploit the advantage of
earning huge profits from single customer as in case of wholesale banking.

TYBBI Page 7
 RETAIL BANKING

OPPORTUNITIES

Retail banking has immense opportunities in a growing economy like India. As

the growth story gets unfolded in India, retail banking is going to emerge a major driver.

The rise of Indian middle class is an important contributory factor in this regard. The
percentage of middle to high-income Indian households is expected to continue rising.
The younger population not only wields increasing purchasing power, but as far as
acquiring personal debt is concerned, they are perhaps more comfortable than previous
generations. Improving consumer purchasing power, coupled with more liberal attitudes
towards personal debt, is contributing to India’s retail banking segment.

The combination of above factors promises substantial growth in retail sector, which at
present is in the nascent stage. Due to bundling of services and delivery channels, the

TYBBI Page 8
 RETAIL BANKING

areas of potential conflicts of interest tend to increase in universal banks and financial
conglomerates. Some of the key policy issues relevant to the retail-banking sector are:
financial inclusion, responsible lending, and access to finance, long-term savings,
financial capability, consumer protection, regulation and financial crime prevention.

CHALLENGES TO RETAIL BANKING IN INDIA

TYBBI Page 9
 RETAIL BANKING

o The issue of money laundering is very important in retail banking. This compels
all the banks to consider seriously all the documents which they accept while
approving the loans.

o The issue of outsourcing has become very important in recent past because
various core activities such as hardware and software maintenance, entire ATM
set up and operation (including cash, refilling) etc., are being outsourced by
Indian banks.

o Banks are expected to take utmost care to retain the ongoing trust of the public.

o Customer service should be at the end all in retail banking. Someone has rightly
said, “It takes months to find a good customer but only seconds to lose one.”
Thus, strategy of Knowing Your Customer (KYC) is important. So the banks are
required to adopt innovative strategies to meet customer’s needs and
requirements in terms of services/products etc.

o The dependency on technology has brought IT departments’ additional

responsibilities and challenges in managing, maintaining and optimizing the
performance of retail banking networks. It is equally important that banks should
maintain security to the advance level to keep the faith of the customer.

o The efficiency of operations would provide the competitive edge for the success
in retail banking in coming years.

o The customer retention is of paramount important for the profitability if retail

banking business, so banks need to retain their customer in order to increase the
market share.

o One of the crucial impediments for the growth of this sector is the acute shortage
of manpower talent of this specific nature, a modern banking professional, for a
modern banking sector.

TYBBI Page 10
 RETAIL BANKING

If all these challenges are faced by the banks with utmost care and deliberation, the
retail banking is expected to play a very important role in coming years, as in case of
other nations.

TYBBI Page 11
 RETAIL BANKING

RETAIL BANKING- RETAIL LEANDING SCHEMES (ASSET

FOUSED SEGMENT)
There has been a great heat of competition in selling ideas, products and services
under this segment between one bank to another. Retail lending, a departure from
conventional advance, offers higher yield, quicker turn, the possibility of less incidence
of the account going bad or non performing if it is monitored on an ongoing basis.
Monitoring of the account is easier in retail lending segment as compared to the
conventional advances, for the reason the instalments and repayment schedule have to
be monitored in respect of retail lending whereas in respect of conventional advances,
for example ,an advance to an industrial unit, security verification, conduct of the
account by the borrower, compliances with statutory norms by the unit, submission of
periodical returns like balance sheet, income tax assessment order and other regulatory
ones from time to time. .

While novel retail lending products are introduced by the banks to compare effectively in
the industry and marketed by the banks are given below, as

an illustration:

o Housing Finance.

o Consumer durable finance.

o Vehicle(two-wheelers & four-wheelers) finance.

o Personal Loan.

o Advance against future lease rentals.

o Mortgage Loan.

o Pension Loan etc.

Margin : The contribution brought in by the borrower is termed as margin.

Margin requirements differ from one type of finance to others and differ from one
bank to other. There is no standard capsule of margin in this segment.

TYBBI Page 12
 RETAIL BANKING

Interest: The rate of interest has been deregulated by the apex monetary
authority which suggests that the rate of interest offered by one bank for a retail
lending scheme may not match with the one offered by the other bank. The rate
of interest is decided by the individual banks.

TYBBI Page 13
 RETAIL BANKING

RETAIL BANKING-LIABILITY FOCUSED SEGMENT (DEPOSIT

ACCOUNTS)

Saving Fund Account/Savings Bank Account

A saving fund account may be opened by a properly introduced individual singly
or jointly, minors of the age of 10 years and above and minors under natural/legal
guardianship.

Saving fund account cannot be opened in the name of any business concern
whether proprietary/company/partnership or association Savings fund account
cannot be opened in the name of:

o Government departments.

o Municipal corporations

o Panchayat samitis.

o Industrial Development Authorities.

o State Electricity Boards.

o Water/Sewerage and Drainage Boards.

o State Text Book Publishing Corporations.

o Metropolitan Development Authority.

o Housing Corporations/societies.

o Any bank including land development banks.

The following are the exceptions to the above.SFaccount can be opened in

the name of the following.

TYBBI Page 14
 RETAIL BANKING

o Companies licensed under Section 25 of Companies Act 1956,which are

permitted not to add to their names the word “limited”,e.g.Indian Banks
Association.

o Societies Registered under Societies Registration Act1860or any other

corresponding law

o Primary co-operative credit society being financed by the bank.

o Any trust/institution whose entire income is exempted from payment of

income tax.

o Any other institution permitted by RBI on application made by the bank.

o SFaccount in the name of Hindu Undivided Family(HUF) can be

opened if it is not engaged in business activity.

o Development of children and women in rural areas.

o Self Help Groups.

o Farmers Club.

TYBBI Page 15
 RETAIL BANKING

Minimum Balance/Account Opening Requirements.

The minimum balance to be maintained in the account may differ from one bank
to other since this area has been deregulated by the apex monetary body, the
Reserve Bank of India.

By and large, banks do not insist on the maintenance of minimum balance

amount in respect of staff members,pensioners,students,and salaried accounts
(where salary is received for credit to the customers’ accounts).

o Interest

The interest is calculated on the minimum balance from 10th to the last day of the
month .Minimum interest to be paid in the account per half year is Rs.1/-.The rate
to be allowed by the bank is decided by the Reserve Bank Of India and this area
has not been so far deregulated. The rate of interest payable by the bank on
savings Fund Account as on June 07 is 3.5%p.a.on half yearly basis

o Withdrawal

By and large, banks do not permit withdrawals from a saving fund account during
every half year, whether by cheque or otherwise for more than
50occasions.However, there is no bar that bank should not allow more than 50
times.

o Transfer of Account

An account may be transferred from one branch to another branch of the bank,
generally free of charge on written request of the depositor.

TYBBI Page 16
 RETAIL BANKING

o Premature closure of Account

In case the account is closed within a year, except on account of death of the
account holder, banks levy certain changes as per their internal guidelines

o Joint Accounts.

When an account is opened in the name of two or more persons, all of them
must sign the Account Opening Form and affix their photograph. The account will
be operated in accordenance with instructions contained therein. If such
instructions are recinded by any one of the joint depositors,withdrawls will only be
allowed if authorized by all of them.

In the case of joint account payable to either or survivor, if any of the depositor is
dead, the balance will be payable to the survivor(s) without any reference to the
representatives or heirs of the deceased person(s).

o Minor Accounts

Saving Fund account in the same of a minor of the age of 10 years and above
(with or without cheque books)may be opened in his /her name on obtaining
satisfactory proof of his /her age. An account in the name of minor below the age
of 10 years may only be opened under the guardianship of his/her father or
mother in case of both are not alive, a guardian appointed through a will, deed or
legislative act in force for the time being. When the minor has attained majority, a
fresh account opening from should be taken from him/her.In case of accounts
opened in the name of minor(s) under guardianship, the photos of the guardian
should be obtained.

o Blinds Customers’ Accounts

A blind person may be allowed to open a savings Fund account singly or jointly
with others. In case of opening the account of a person, besides introduction, a
witness is also required. Wherever possible, number and details of one more
identification marks of the blind persons.i.e.mole or scar will be noted on the

TYBBI Page 17
 RETAIL BANKING

Account Opening Form and Signature Slip. A rubber stamp indicating that the
account-holder is blind needs to be affixed on the Account Opening Form,
Specimen Signature Slip, ledger folio and pass book.

o Withdrawals by the literates

When a depositor has to make a withdrawal, he /she will personally call at the
bank along with the pass book. The right/left hand thump impression of the
depositor will be taken on the withdrawal slip in the presence of passing official.
Before making payment the passing official/teller/computer terminal operator will
ensure by reference to the photograph, pass book, the identification mark, if any,
that the withdrawal is being made by the depositor himself/herself. The official
will also ascertain the correct amount of withdrawal.

CURRENT ACCOUNT

A Current Account may be opened by individuals,singly or jointly,parternership

firm,company,association,institution,trust,society,etc.

According to the Indian Banks Associations model deposit policy, an illiterate or

blind person cannot open a current account. Minor, in their own name can also not
open a current account as per the current practice of the banks.

TYBBI Page 18
 RETAIL BANKING

It is a running account in which customers are free to make any number of

transactions subject to maintainance of minimum balance in the account.The target
group of current account is one of the business segments.

TYBBI Page 19
 RETAIL BANKING

Code of Conduct (KYCnorms)

The bank branches are required to obtain a declaration from the prospective account
holder in the following manner:

“That I/We/am/are not enjoying any credit facility with any other bank/any other branch
of your bank and I/we undertake to inform you, in writing as soon as any credit facility is
availed of by me/us from any other bank/any other branch of your bank”.

OR

“That I/we/am/are enjoying any credit facility with other bank(s)/other branch of your
bank as per details given in the enclosed sheet”.

In case the account holder is enjoying any credit facility from any other bank, the
concerned lending bank(s) should be duly informed.

According to RBI guidelines, bank branches should ensure scrupulously that they do not
open current accounts of entities, that they enjoy credit facilities (fund-based or non-
fund-based ) from the banking system without specifically obtaining the a no objection
certificate from the lending bank(s).

RBI has also clarified that banks may open current accounts of prospective customers
in case no response is received from the bankers after a minimum waiting period of a
fortnight.

TYBBI Page 20
 RETAIL BANKING

EMERGING ISSUES IN HANDLING RETAIL BANKING

O KNOWING CUSTOMER

‘Know your Customer’ is a concept which is easier said than practiced. Banks
face several hurdles in achieving this. In order to that the product lines are
targeted at the right customers-present and prospective-it is imperative that an
integrated view of customers is available to the banks. The benefits flowing out
of cross-selling and up-selling will remain a far cry in the absence of this vital

TYBBI Page 21
 RETAIL BANKING

input. In this regard the customer databases available with most of the public
sector banks, if not all, remain far from being enviable.

What needs to be done is setting up of a robust data warehouse where

from meaningful data on customers, their preferences, there spending patterns,
etc. can be mined. Cleansing of existing data is the first step in this direction.
PSBs have a long way to go in this regard.

O TECHNOLOGY ISSUES
Retail banking calls for huge investments in technology. Whether it is setting up
of a Customer Relationship Management System or Establishing Loan Process
Automation or providing anytime, anywhere convenience to the vast number of
customers or establishing channel/product/customer profitability, technology
plays a pivotal role. And it is a long haul. The Issues involved include adoption
of the right technology at the right time and at the same time ensuring volumes
and margins to sustain the investments.

It is pertinent to remember that Citibank, known for its deployment of

technology, took nearly a decade to make profits in credit cards. It has also to be
added in the same breath that without adequate technology support, it would be
well nigh possible to administer the growing retail portfolio without allowing its
health to deteriorate. Further, the key to reduction in transaction costs
simultaneously with increase in ability to handle huge volumes of business lies
only in technology adoption.

PSBs are on their way to catch up with the technology much required for
the success of retail banking efforts. Lack of connectivity, stand alone models,
concept of branch customer as against bank customer, lack of convergence
amongst available channels, absence of customer profiling, lack of proper
decision support systems, etc., are a few deficiencies that are being overcome in

TYBBI Page 22
 RETAIL BANKING

a great way. However, the initiatives in this regard should include creating
flexible computing architecture amenable to changes and having scalability, a
futuristic approach, networking across channels, development of a strong
Customer Information Systems (CIS) and adopting Customer Relationship
Management (CRM) models for getting a 360 degree view of the customer.

O ORGANIZATIONAL ALIGNMENT

It is of utmost importance that the culture and practices of an institution support

its stated goals. Having decided to take a plunge into retail banking, banks need
to have a well defined business strategy based on the competitive of the bank
and its potential. Creation of a proper organization structure and business
operating models which would facilitate easy work flow are the needs of the hour.
The need for building the organizational capacity needed to achieve the desired
results cannot be overstated.

This would mean a strong commitment at all levels, intensive training of

the rank and file, putting in place a proper incentive scheme, etc. As a part of
organizational alignment, there is also the need for setting up of an effective
Corporate Marketing Division. Most of the public sector banks have only publicity
departments and not marketing setup. A fully fledged marketing department or
division would help in evolving a brand strategy, address the issue of alienation
from the upwardly mobile, high net worth customer group and improve the recall
value of the institution and its products by arresting the trend of getting receded
from public memory. The much needed tie-ups with
manufacturers/distributors/builders will also facilitated smoothly. It is time to
break the myth PSBs are not customer friendly. The attention is to be diverted to
vast databases of customers lying with the PSBs till unexploited for marketing.

TYBBI Page 23
 RETAIL BANKING

O PRODUCT INNOVATION
Product innovation continues to be yet another major challenge. Even though
bank after bank is coming out with new products, not all are successful. What is
of crucial importance is the need to understand the difference between novelty
and innovation? Peter Drucker in his path breaking book: “Management
Challenges for the 21st Century” has in fact sounded a word of caution:
“innovation that is not in tune with the strategic realities will not work; confusing
novelty with innovation (should be avoided), test of innovation is that it creates
value; novelty creates only amusement”. The days of selling the products
available in the shelves are gone. Banks need to innovate products suiting the
needs and requirements of different types of customers. Revisiting the features
of the existing products to continue to keep them on demand should not also be
lost sight of.

O PRICING OF PRODUCT
The next challenge is to have appropriate policies in place. The industry today is
witnessing a price war, with each bank wanting to have a larger slice of the cake
that is the market, without much of a scientific study into the cost of funds
involved, margins, etc. The strategy of each player in the market seems to be:
‘under cutting others and wooing the clients of others’. Most of the banks that
use rating models for determining the health of the retail portfolio do not use
them for pricing the products. The much needed transparency in pricing is also
missing, with many hidden charges. There is a tendency, at least on the part of
few to camouflage the price. The situation cannot remain his way for long. This
will be one issue that will be gaining importance in the near future.

TYBBI Page 24
 RETAIL BANKING

O PROCESS CHANGES
Business Process Re-engineering is yet another key requirement for banks to
handle the growing retail portfolio. Simplified processes and aligning them
around delivery of customer service impinging on reducing customer touch-points
are of essence. A realization has to drawn that automating the inefficiencies will
not help anyone and continuing the old processes with new technology would
only make the organization an old expensive one. Work flow and document
management will be integral part of process changes. The documentation issues
have to remain simple both in terms of documents to be submitted by the
customer at the time of loan application and those to be executed upon sanction.

O ISSUE CONCERNING HUMAN RESOURCES

While technology and product innovation are vital , the soft issues concerning the
human capital of the banks are more vital. The corporate initiatives need to
focus on bringing around a frontline revolution. Though the changes envisaged
are seen at the frontline, the initiatives have to really come from the ‘back end’.
The top management of banks must be seen as practicing what preaches. The
initiatives should aim at improved delivery time and methods of approach. There
is an imperative need to create a perception that the banks are market-oriented.

This would mean a lot of proactive steps on the part of bank management
which would include empowering staff at various levels, devising appropriate
tools for performance measurement bringing about a transformation – ‘can’t do
‘to’ can do’ mind-set change from restrictive practices to total flexible work place,
say. By having universal tellers, bringing in managerial controlling work place,
provision of intensive training on products and processes, emphasizing, coaching
etiquette, good manners and best behavioural models, formulating objective
appraisals, bringing in transparency, putting in place good and acceptable reward

TYBBI Page 25
 RETAIL BANKING

and punishment system, facilitating the placement of young /youthful staff in

front-line defining a new role for front-line staff by projecting them as sellers of
products rather than clerks at work and changing the image of the banks from a
transaction provider to a solution provider.

O RURAL ORIENTATION
As of now, action that is taking place on the retail front is by and large confined
two metros and cities. There is still a vast market available in rural India, which
remains to be trapped. Multinational Corporations, as manufacturers and
distributors, have already taken the lead in showing the way by coming out with
exquisite products, packaging and promotions, keeping the rural customer in
mind. Washing powders and shampoos in Re.1 sachet made available through
an efficient network and testimony to the determination of the MNCs to penetrate
the rural market. In this scenario, banks cannot lack behind.

In particular PSBs, which have a strong rural presence, need to address

the needs of rural customers in a big way. These and only these will propel retail
growth that is envisaged as a key strategy for portfolio expansion by most of the
banks.

TYBBI Page 26
 RETAIL BANKING

SOME CRITICAL ISSUES

o CUSTOMER SERVICE
Customer service is perhaps the most important dimension of retail banking. While
most public sector banks offer the same range of service with similar
technology/expertise, the level of customer service matters the most in bringing in
more business. Perhaps more than the efficiency of service, the approach and
attitude towards customers will make the difference.
Front line staffs have to be educated in this regard. A scheme of entrusting a group
of important customers to the care of each employee/officer with a person to person
knowledge and intimacy can be implemented all sundry advices/notices such as

TYBBI Page 27
 RETAIL BANKING

Dr. /Cr. advices. TDR maturity advices, etc. whether signed by employees or officers
should be identifiable by the name of those signing, and inviting customers to
contact them for further assistance in the matter.
A customer centred organization has to be built up, whose ultimate goal is to "own" a
customer. Focused merchandizing through effective market segmentation is the
need of the hour. A first step can be the organization of the various retail branches to
enter for different market segments like upmarket individuals, traders, common
customers, etc..
For the SIB (Small Industry and Business) sector banks, the focus should be on
identifying efficient units and allocations of loans lo these units. These banks should
try Merchant Banking services en a small scale.
With agricultural output growing at a fast rate and mechanization setting in, banks
should try to cater to the credit needs of the people involved in this profession. A
wide network is absolutely imperative for this sector.
Separate branches/divisions should be opened for traders and similar government
businesses. Special facilities for cash tendered in bulk and immediate issue of
drafts, by extending facilities like "guarantee bond" system, will go a long way in
mitigating problems faced by traders who are the major customers for drafts issue.
Provision for cash counting machines in these branches will reduce the monotony of
cashiers and unnecessary delays, thus resulting in better productivity and ultimately
in improved customer service.
The personal segment is however the most important one. With the urban segment
moving away because of disintermediation and competition from foreign banks, retail
banks should focus en the rural/semi-urban areas that hold the maximum potential.
Innovative schemes like "paper-gold" schemes can be introduced. In the urban
areas, private banking to affluent customers can be introduced, through which
advisory and execution services could be provided for a fee. Foreign currency
denominated accounts can also be introduced for them.
Nationalized banks compare very poorly with the foreign banks when it comes to the
efficiency in services. In order to improve the speed of service the bank should.

TYBBI Page 28
 RETAIL BANKING

 Improve the rapport between the controlling offices and the branches to ensure
that decisions arc communicated fast.

 Make sure that the officials as well as the staff are fully aware of the rules so that
processing is faster.

o TECHNOLOGY
In the current scenario, the importance of technology cannot be understated for retail
banks which entail large volumes, large queues and paperwork. But most of the
banks are burdened with a large staff strength which cannot be done away with.
Besides, in the rural and semi-urban areas, customers will not be at home in an
automated, impersonal environment.
The objective would be to ensure faster and easier customer service and more
usable information, instantly, economically and easily to all those who need it
-customers as well as employees. Proper management information systems can
also be implemented to aid in superior decision making.
Communication technology is especially needed for money transfer between the
same city and also between cities. There are inordinate delays in India because of
geographical and other factors. Modem technology can make it possible to clear any
check anywhere in India within three days. Installation of FAX facilities at all the big
branches will facilitate speedy transfer of payment advices. Computerization will be
of great help in improving back-office operations. At present, 60% of India's rural
branches can have PCs. These can be used for quick retrieval and report
generation. This will also drastically reduce the time bank staffs spend in filling and
filing returns. Housekeeping operations can also be speeded up.

o PRICE BUNDLING
Price bundling is a selling arrangement where several different products are
explicitly marketed together to a price that is dependent on the offer. As banks are
multi-product firms this strategy is more applicable to retail banking. Price bundling

TYBBI Page 29
 RETAIL BANKING

offers several economic and strategic benefits to a bank. It offers economies of,
utilization of the existing capacities and reaching wider population of customers.
Bank can get the benefits of information and transacting. In the process of extending
variety of services, banks are acquiring enormous amount of customer information. If
this information is systematically stored, banks can efficiently utilize this information
in order to explore new segments and to cross-sell new services to these segments.
Cross-selling opportunities and larger customer base can also be the motive for
merger against usually stated advantage of cost savings. Price bundling can be
used in order to lengthen the relationship with a customer. It will reduce the need of
resources to be put on acquiring new customers and saves time of the bank. Among
the strategic benefits, price bundling may cause less aggressive competition; it
differentiates its products compared to rivals in the same market where the products
are sold individually or in other kinds of bundles.
Retail banking offers many services and it gives an opportunity to the bank to
combine different services in different kinds of bundles. In many cases demand for
one service affects the demand for another service, for example current or savings
account and payment services are highly related, and here price bundling is a better
alternative than individual selling. Banks have to analyze the customer segment and
bundle products before applying the pricing strategies.
The first step in price bundling decision is to select the customer segment. The
bundle is targeted to choose a strategic objective. If there are two products (A and
B) that are considered to be bundled together, the comprehensive strategic
objectives for the different customer segments are:
• Cross-selling to customers that only buy one of the products.
• Retaining customers that already buy both of the products.
• Acquiring new customers when they buy neither product for the time being.

o INNOVATION
The scope for innovation in financial services is unlimited. Although banks have

TYBBI Page 30
 RETAIL BANKING

introduced a variety of deposit and loan products, the basic features of all these
products are almost one and the same. Among the delivery channels, ATMs have
emerged as ubiquitous money centers. Almost all banks have established their
ATMs. India had only 400 ATMs, which increased to 3,600. Out of this 881 ATMs
have Swadhan connectivity. It is projected that the number of ATMs will reach up to
35,000 by the end of. The question arises is, are they cash cows? The answer is
certainly no. For most of the banks the overhead costs on these ATMs are far higher
than the revenue generated by them. ATM operation costs are largely fixed in nature
- the cost of the machine, its maintenance, replenishment of currency, and the
satellite (network) connection. There should be a minimum number of transactions to
cover these costs. Banks have to innovate wide range of services in addition to cash
withdrawals. ATMs should allow customers to buy postal and revenue stamps,
payment of bills, event tickets, sports tickets, etc. Banks can offer ATM screens for
slide show advertising also. However, the advantage of the ATM has always been
speed and convenience, probably on introduction of these new services customer
has to spend more time at a point. ATMs can guide the customer also. For example,
if a customer's account balance has reached to bare minimum the ATM can give a
helpful suggestion that "we notice your balance is low, can we help with a loan?"
ATMs can be either within the premises of a branch or at a remote place. On
premises ATMs are highly immune to competition, but branches can reduce the
staff, on installation of ATM. The scope for wider services through off-premises
ATMs is very high; it provides great opportunity for fee revenue. The cost of
maintenance of off-premises ATMs is higher in terms of replenishment, cash
couriers, armed security etc. In the US, approximately 23 percent of ATMs are
offering sale of postage stamps. It is the right time for banks to question themselves
whether ATM is a service channel, sales channel, or branding opportunity.
The future of retail banking lies more in mobile banking. Mobile telephone market is
penetrating, and mobile phones are ideal to utilize Internet banking services without
customer accesses to PC. By a tacit acceptance India has around three million
mobile phone users and this number is expected to reach to eight million by 2003.
Smart card revolution will further change the face of retail banking. Smart cards can

TYBBI Page 31
 RETAIL BANKING

store information; carry out local processing on the data stored and can perform
complex calculations. At present, India has around 3.4 million smart card users and
it is estimated that by the end of 2004 it will reach 14.7 million.

TYBBI Page 32
 RETAIL BANKING

TYBBI Page 33
 RETAIL BANKING

BANKS IN INDIA

In India the banks are being segregated in different groups. Each

group has their own benefits and limitations in operating in India. Each has
their own dedicated target market. Few of them only work in rural sector
while others in both rural as well as urban. Many even are only catering in
cities. Some are of Indian origin and some are foreign players.
One more section has been taken note of is the upcoming foreign banks
in India. The RBI has shown certain interest to involve more of foreign
banks than the existing one recently. This step has paved a way for few
more foreign banks to start business in India.

This Public Sector Bank India has implemented 14 point action plan
for strengthening of credit delivery to women and has designated 5
branches as specialized branches for women entrepreneurs.

The following are the list of Public Sector Banks in India

Allahabad Bank
Aadhra Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank

TYBBI Page 34
 RETAIL BANKING

Central Bank of India

Corporation Bank
Dena Bank
Indian Overseas Bank
Oriental Bank of Commerce
Punjab & Sind Bank
Punjab National Bank
Syndicate Bank
UCO Bank
Union Bank of India
United Bank of India
Vijaya Bank

List of State Bank of India and its subsidiary, a Public Sector Banks

State Bank of India

State Bank of Bikaner & Jaipur
State Bank of Hyderabad
State Bank of Indore
State Bank of Mysore
State Bank of Saurastra
State Bank of Travancore

Banks are the most significant players in the Indian financial market. -
They are the biggest purveyors of credit, and they also attract most of the
savings from the population. Dominated by public sector, the banking
industry has so far acted as an efficient partner in the growth and the

TYBBI Page 35
 RETAIL BANKING

development of the country. Driven by the socialist ideologies and the

welfare state concept, public sector banks have long been the supporters
of agriculture and other priority sectors. 'They act as crucial channels of
the government in its efforts to ensure equitable economic development.
The banking sector in India has undergone remarkable changes since
the economic reforms were initiated in 1991-92. The period has been
marketed by a slew of reforms in the sector, which provided the much
needed impetus for the growth of the sector as a whole. One of the
remarkable reforms found crucial to study is emphasizes of public sector
banks on retail banking.

TYBBI Page 36
 RETAIL BANKING

RETAIL BOOM

Keeping pace with the average 8.5 per cent growth of the Indian
economy over the past few years, the retail banking sector in India has also
witnessed phenomenal growth. It has faced up to the need of the hour and
introduced anytime, anywhere banking, for its customers through ATMs,
mobile and internet banking. It has also offered services like D-MAT, plastic
money (credit and debit cards), online transfers, etc. This has not only
helped in reducing operational costs but facilitated greater conveniences to
its customers.

o High-Tech Banking
ATMs - With growing technological innovations, banks have
significantly expanded their ATM network over the past three years.
According to the RBI data as of end-June 2008, the number of ATMs
in the country had climbed to 36,314 compared to 27,088 and 20,267
as at end-March 2007 and 2006, respectively.

o Loan disbursement
Technology has facilitated the growth in retail loan disbursements,
making the whole process simpler and faster. The sector has
delivered a growth of around 30 per cent per year over the past 4-5
years. As per the RBI data, although the retail portfolio of banks saw

TYBBI Page 37
 RETAIL BANKING

a slowdown to 29.9 per cent during 2006-07 from 40.9 per cent in
2005-06, the growth was faster than the overall credit portfolio of the
banking sector (28.5 per cent).

o Plastic Money
Credit cards have also played an important role in promoting retail
banking. The use of credit cards has been growing significantly over
the last few years. The number of credit cards outstanding at the end-
June 2008 stood at 27.02 million as against 24.39 million in June
2007, with usage increasing by 10.73 per cent during this period.

o Core Banking Solutions (CBS)

The concept of CBS, which allows a customer to fulfil a wide range of
banking operation online, has come alive during the past four years.
The number of bank branches providing CBS rose rapidly to 44 per
cent at end- March 2007 from 28.9 per cent at end March 2006.
Electronic fund transfer facilities and mobile banking are expected to
provide a further fillip to the retail banking in the coming years.

o Future Outlook
Indian retail banking, according to a report, is likely to grow at a
CAGR of 28 per cent till 2010 to Rs 97,00 billion. So, although the
revolution in retail banking has changed the face of the Indian
banking industry as a whole, it has still miles to go.

The reasons for this shift to retail, particularly the housing finance segment,

TYBBI Page 38
 RETAIL BANKING

are many. The important among these include—

 The poor credit off take to the corporate, commercial and other business
sector because of industrial slowdown.
 Risky nature of lending to corporate, given in industry recession and
uncertainty prevalent in the economy.
 High disintermediation pressure, leading many highly rated corporates to
tap the domestic and/or overseas markets directly for finance, rather
than approaching the banks.
 Relatively safe nature of some of the retail credit finance with lesser
incidence of loan turning bad.
 Rising disposable income, changing lifestyles/aspirations and
willingness to spend for more luxuries of the higher middle class.
 Better availability of loans, because of the consultancy lowering interest
rates, as a result of the low interest regime followed by the regulating
authorities, the housing loans interest rates hailed to almost 7.5 – 8% in
last 5 years.
 Increased government incentives in form of tax rebates etc. in the case
of certain loans like housing loans.
 Banks are aware with abundant reserve requirement by RBI, they are
searching revenues for packing the surplus funds.

TYBBI Page 39
 RETAIL BANKING

FUTURE OF RETAIL BANKING

Retail banking has significant past and glorious future over the
years. Retail banking has proved as an effective tool not only to improve
the bottom lines of the banks concerned but also to significantly contribute
to the development of the individual consumers availing the services or
products in particular and to the overall development of the society in
general with the needs of the consumers ever multiplying. There is
definitely a vast scope for the furtherance of the Retail Banking business.
The society is made of the individuals and the environment surrounding
him. As development takes place in the society, the needs of the people
grow faster than ever. The wealth creation and its professional
management are yet another distinct advantage the society or nation can
derive from Retail Banking. The depth of the untapped resources in the
retail segment is not yet measured. These resources could be channelized
for nation building.

On the whole, looking ahead, the prospects of retail banking are brighter
than ever and the bankers have to give continued thrust to this area of
banking. Thus, with the consumers ever multiplying needs there is
definitely a vast scope for the furtherance of the retail banking business.
Operationally, there is a possibility that technology go beyond merely
reducing the cost & improving the quality of current products. It may prove
possible, even profitable, to combine functions in new ways.

TYBBI Page 40
 RETAIL BANKING

TYBBI Page 41
 RETAIL BANKING

12 HOUR BANKING

Gone are the days when customers were satisfied simply by being served well at the
Bank counters well within the Banking hours up to 3.45pm. Changing banking scenario,
extended work hours, competition among banks to enhance business prospectus has
resulted in the introduction of one more product in banking sector are called as 12 Hour
Banking wherein customers are assured of banking services in convenient manner, i.e ,
from morning till evening so that either going to the work place or while coming for their
workplace they are in a position to make a visit to the bank. Obviously, 12 Hour banking
facilitates a large section of society to visit banks outlets in the extended hours,
especially the serving/ business community who can not spare time within their
business hours.

TYBBI Page 42
 RETAIL BANKING

TYBBI Page 43
 RETAIL BANKING

CASE STUDY

ICICI BANK

PERSONAL BANKING

PRODUCT AT GLANCE
LOANS

Online Loans
Home Loans
Loan Against Property
Personal Loans

TYBBI Page 44
 RETAIL BANKING

Car loan
Two Wheeler
Commercial Vehicle
Loans against Securities
Loan Against Gold
Farm Equipment
Construction Equipment
Office Equipment
Medical Equipment
Pre-approved Loans
Retail Assets Branches
FlexiCash
Farmer Finance
Rural Housing Finance
Retail Warehouse Receipt Based Finance
Business Instalment Loans
Aquaculture Finance
Horticulture Finance
Self Help Group Finance
Channels Terminated

ACCOUNTS & DEPOSITS

Savings Account
Special Savings Account
Life Plus Senior Citizens Savings Account
Fixed Deposits

TYBBI Page 45
 RETAIL BANKING

Security Deposits
Recurring Deposits
Tax-Saver Fixed Deposit
Young Stars Savings Account
Child Education Plan
Bank@Campus
Salary Account
Advantage Woman Savings Account
EEFC Account
Resident Foreign Currency (Domestic) Account
Privilege Banking
No Frills Account
Rural Savings Account
People's Savings Account
Self Help Group Accounts
Outward Remittance
Freedom Savings Account
Common Service Charges

CARDS
Consumer Cards
Credit Card
Travel Card
Debit Cards
Commercial Cards
Corporate Cards

TYBBI Page 46
 RETAIL BANKING

Prepaid Cards
Purchase Card
Distribution Cards
Business Card

INVESTMENT [Tax Saving]

ICICI Bank Bonds [ICICI Bank Tax Saving Bonds]
GOI Bonds [Government of India Bonds]
Mutual Funds [Investment in Mutual Funds]
IPO [Initial Public Offers by Corporates]
ICICI Bank Pure Gold [Investment in "Pure Gold"]
Forex Services [Foreign Exchange Services]
Senior Citizens Savings Scheme, 2004

INSURANCE
Health Insurance
Overseas Travel Insurance
Student Medical Insurance
Motor Insurance
Home Insurance
Life Insurance

DEMAT
Overview

TYBBI Page 47
 RETAIL BANKING

Account Opening
ISIN Lookup
Settlement Calendar
Charges
Digitally Signed Statement
Mobile Banking
Service Request Forms
Access Account Online
Membership Guide
Demat Branches
FAQs and Basic Concepts
Guidance Procedure for Transmission of Shares

ONLINE SERVICES
Branchfree Banking
smsNcash
Bill Payment (New Billers Added)
Receive Funds
Funds Transfer
Convert to EMI
Smart Money Order
Prepaid Mobile Recharge
Ticket Booking
Online Tax Calculation
Account to Card Transfer
Mobile Banking Funds Transfer

TYBBI Page 48
 RETAIL BANKING

Mobile Banking [iMobile]

Shopping
Share Trading
Special Promotions & offers
Online Loans and Credit Cards
Demand Draft Online
Mumbai Suburban Season Ticket
Instant Voice Response (IVR) Banking
ATM Banking

ICICI BANK PERSONAL LOANS

ICICI Bank Personal Loan provides with instant money

for a wide range of your personal needs like, renovation of home, marriage
in the family, a holiday with family, child's education, Medical expenses or
any other emergencies.

TYBBI Page 49
 RETAIL BANKING

Key Benefits of ICICI Bank Personal Loan

• Loan up to 15 lacs
• No security/guarantor required
• Faster Processing
• Minimum Documentation
• Attractive Interest Rates
• 12-60 Months repayment options
• Loans available for both salaried & self employed individuals
• Loan on Phone" facility

ELIGIBILITY

Criteria Salaried Self - Employed

Age 25 yrs. - 58 yrs. 25 yrs. - 65 yrs.
Net Salary Net annual income - Rs. Net Profit after tax - Rs.
96,000 p.a 150000 p.a
Eligibility Employees of Public Ltd. Doctors, MBA's,
companies, Private Ltd. Architects, CA's,
companies, Government Engineers, Traders &
companies or MNCs. Manufacturers
Years in 1 Year 3 Years
current job /
profession

TYBBI Page 50
 RETAIL BANKING

Years in 1 Year 1 Year

current
residence

DOCUMENTATION

Documents (Pre Sanction) Salaried Self Employed

Latest 3 months Bank Statement

Yes Yes
(where salary/income is credited)
3 Latest salary slips Yes

Last 2 years ITR with computation

Yes
of income / Certified Financials
Proof of Turnover (Latest Sales /
Service tax returns)
Yes
Proof of Continuity current job
(Form 16 / Company appointment Yes
letter )
Proof of Continuity current
profession (IT Returns / Certificate
Yes
of business continuity issued by
the bank)
Proof of Identity (any one) Yes Yes

TYBBI Page 51
 RETAIL BANKING

Passport / Driving License / Voters

ID / PAN card / Photo Credit Card /
Employee ID card
Proof of Residence (any one)
Ration Card / Utility bill / LIC Policy
Yes Yes
Receipt
Proof of Office (any one) Lease
deed / Utility bill / Municipal Tax Yes
receipt / title deed
Proof of Qualification Highest
Degree (for Professionals / Govt
employees
Yes Yes

CHANGING MODE OF REPAYMENT

If you wish to change the mode of repayment of the ICICI personal loan,
this needs to be done with the permission of ICICI bank. Stopping

TYBBI Page 52
 RETAIL BANKING

payments on post-dated cheques or otherwise cancelling or revoking

mandates would be considered 'committed with a criminal intent' according
to the ICICI terms and conditions.

SERVICE CHARGES

• Prepayment of the loan is possible after 180 days of availing the loan.
• Foreclosure charges as applicable would be levied on the
outstanding loan.
• Part pre-payment is not allowed.
• No other fees or commitment charges are levied.

Description of Charges Personal Loans

Loan Processing Charges / 2* % of loan amount + Origination
Origination Charges Charges of 1.5% of loan amount
Prepayment Charges 5% on the principal outstanding
Charges for late payment (loans) 2% per month
Cheque Swap Charges Rs. 500/-
Cheque bounce charges Rs. 200/-

BANK@CAMPUS

BENEFITS

TYBBI Page 53
 RETAIL BANKING

Technology-enabled service, through automated channels, without physical

branch access.

Benefits to the student

• Free Internet Banking

• Free Phone Banking (in select cities*)
• Free ICICI Bank Ncash Debit Card
• Free Access to any Bank's ATM
• Other Benefits

Free Internet Banking

• Enquire about balance

• Download detailed statement of accounts
• View details of all accounts maintained with ICICI Bank
• Transfer funds between your account and any other ICICI Bank
account
• Pay your utility bills-mobile, electricity and telephone bills
• Request a cheque book and demand drafts
• Request to stop payment of cheque
• Report your lost Debit cards
• Open Fixed and Recurring deposits online
• Access information on personal finance, computing & the Internet, e-
commerce, lifestyle etc.
• Liaise with your Account Manager
• Invest in mutual funds

TYBBI Page 54
 RETAIL BANKING

Free Phone Banking

• Enquire about balance

• Request a tele-draft
• Obtain mini-statements
• Request a cheque book
• Request to stop payment of cheque
• Intimate lost Debit card
• Transfer funds between ICICI Bank accounts

Other Benefits

• Own a chequebook personalised with your name.

• Receive an annual statement of account

ELIGIBILITY

• You must be a student.

• You have to be above 18 years of age.

DOCUMENTATION

Documentation guidelines for student accounts

• Verified True Copy of college identification documents with

photograph of the applicant.

TYBBI Page 55
 RETAIL BANKING

(Such college shall be one of the colleges recognized by an Indian

University / Technical Body or a deemed University.)

Mandatory information to be provided in account opening form

includes

• Basic details like name, current address, permanent address, phone

numbers, date of birth, nationality, residential status should be
captured in Account Opening Form.
• College and course particulars including end date for the course.
• Details of parents / guardian - name, address, phone numbers,
nationality, residential status.
• Photograph and signature
• Expected international transfer of funds in the case of foreign
students.

INTEREST RATES: 3.50%

TYBBI Page 56
 RETAIL BANKING

SERVICE CHARGES AND FEES

Bank@Campus
Available to All cities
Students pursuing pre-approved
Eligibility courses only and b/w 18-27 yrs
of age
Minimum average quarterly
Rs 500
balance
Charges for non maintenance of
minimum quarterly average Rs.250 per quarter
balance
Cash transactions at base
No Branch Access for cash
branch (branches in same
transactions
city)
ATM Interchange (Transactions Rs.18 per cash withdrawal and
at Non ICICI Bank ATMs) balance enquiry - Free.
Issue of DD drawn on ICICI Bank Rs.50 per D.D. up to Rs.10, 000;
by cheque/transfer Rs.3 per thousand rupees or
part thereof for DD of more than
Rs.10,000, subject to a

TYBBI Page 57
 RETAIL BANKING

minimum of Rs.75 and

maximum of Rs. 15,000
Free Annual statement
Statement Free monthly e-mail statement on
request
Debit Card Fees for first Account
Free
Holder
Debit Card Fees for joint
Free
Account Holder
Daily spending/withdrawal limit:
Debit Card Cash withdrawal limit
25,000/25,000
Internet Banking Free
Phone Banking Free
Mobile Banking Free
Cheque Books Free, Order & A/c payee only
ATM Transaction Unlimited Free of Cost
Cheque collection charges from
upcountry locations (I-Bank Free
branch)
Cheque collection charges from
upcountry locations (Non I-
Bank branch) Free

TYBBI Page 58
 RETAIL BANKING

HDFC BANK

PERSONAL BANKING

PRODUCT AT GLANCE

ACCOUNTS & DEPOSITS

Savings Accounts
Regular Savings Account
Savings Plus Account
SavingsMax Account
No Frills Account
Institutional Savings Account

Salary Accounts
Payroll
Classic
Regular
Premium

TYBBI Page 59
 RETAIL BANKING

Defence
Reimbursement Current Account
Kid's Advantage Account

Pension Saving Bank Account

Family Savings Group

Kisan No Frills Savings

Kisan Club Savings

Current Accounts

Plus Current Account

Trade Current Account

Premium Current Account

Regular Current Account

RFC - Domestic Account

Flexi Current Account

Apex Current Account

Max Current Account

Fixed Deposits

Regular Fixed Deposit

TYBBI Page 60
 RETAIL BANKING

5 Year Tax Saving Fixed Deposit

Super Saver Facility

Sweep-in Facility

Demat Account

Safe Deposit Lockers

LOANS

Personal Loans

Home Loans

Two Wheeler Loans

New Car Loans

Used Car Loans

Express Loans Plus

Gold Loan

Educational Loan

Loan Against Securities

Loan Against Property

Loans Against Rental Receivables

Health Care Finance

TYBBI Page 61
 RETAIL BANKING

Tractor Loans

Commercial Vehicle Finance

Working Capital Finance

Construction Equipment Finance

Warehouse Receipt Loans

CARDS
Credit Cards
Silver Credit Card
Value Plus Credit Card
Health Plus Credit Card
Gold Credit Card
Titanium Credit Card
Woman's Gold Credit Card
Platinum Plus Credit Card
Visa Signature Credit Card
World MasterCard Credit Card
Corporate Credit Card
Business Credit Card

Debit Cards
EasyShop International Debit Card
EasyShop Gold Debit Card
EasyShop International Business Debit Card

TYBBI Page 62
 RETAIL BANKING

Easy Shop Woman's Advantage Debit Card

Easy Shop NRO Debit Card
Kisan Card

Prepaid Cards
ForexPlus Card
GiftPlus Card
FoodPlus Card
MoneyPlus Card

INVESTMENTS & INSURANCE

Mutual Funds
General & Health Insurance
Bonds
Knowledge Centre
Equities & Derivatives
Mudra Gold Bar

PAYMENT SERVICES
NetSafe
Merchant Services
Prepaid Refill
BillPay
Visa BillPay
InstaPay
DirectPay

TYBBI Page 63
 RETAIL BANKING

Visa Money Transfer

e-Monies Electronic Funds Transfer
Excise & Service Tax Payment
Online Payment of Direct Tax
Religious Offerings
Donate to Charity

ACCESS YOUR BANK

NetBanking
OneView
InstaAlerts
MobileBanking
ATM
PhoneBanking
Email Statements
Branch Network

TYBBI Page 64
 RETAIL BANKING

HDFC BANK PERSONAL LOANS

FEATURES & BENEFITS

 Borrow up to Rs 15, 00,000 for any purpose depending on your
requirements.
 Flexible Repayment options, ranging from 12 to 60 months.
 Repay with easy EMIs.
 One of the lowest interest rates.
 Hassle free loans - No guarantor/security/collateral required.
 Speedy loan approval.
 Convenience of service at your doorstep.
 Customer privileges
• If you are an HDFC Bank account holder, we have special
rates for you.
• If you are an existing Auto Loan customer with a clear
repayment of 12 months or more from any of our approved
financiers or us, you can get a hassle free personal loan
(without income documentation).
• If you are an existing HDFC Bank Personal Loan customer
with a clear repayment of 12 months or more, we can Top-Up
your personal loan.

TYBBI Page 65
 RETAIL BANKING

 Credit Shield
In case of death or total permanent disability of the loanee, the
loanee/nominee can avail of the Payment Protection Insurance
(Credit Shield) which insures the principle outstanding on the loan
upto a maximum of the loan amount. Principle outstanding is defined
as the amount of loan outstanding (not including any arrears in
payment or interest thereon) at the Date of Loss, having accounted
for payments made and interest accruing as determined in the Policy.
Hence, the amount covered does not include any principal added
because of non - payment of EMI and also will not include interest/
accrued charges.

 Personal Accident Cover

In order to ensure that your family is taken care of we also offer a
Personal Accident cover of Rs.2,00,000 at a nominal premium.

ELIGIBILITY & DOCUMENTATION

SALARIED INDIVIDUALS

Salaried Individuals include Salaried Doctors, CAs, employees of select

Public and Private limited companies, Government Sector employees
including public sector undertakings and central, state and local bodies:

TYBBI Page 66
 RETAIL BANKING

Eligibility Criteria

 Minimum age of Applicant: 21 years

 Maximum age of Applicant at loan maturity: 60 years
 Minimum employment: Minimum 2 years in employment and
minimum 1 year in the current organization
 Minimum Net Monthly Income: Rs. 8,000 p.m (Rs. 10,000 in select
cities)

Documents required

 Proof of Identity (Passport Copy/ Voters ID card/ Driving Licence)

 Address Proof (Ration card Tel/Elect. Bill/ Rental agr. / Passport
copy/Trade licence /Est./Sales Tax certificate)
 Bank Statements (latest 3 months bank statement / 6 months bank
passbook)
 Latest salary slip or current dated salary certificate with latest Form
16

SELF EMPLOYED (PROFESSIONALS)

Self employed (Professionals) include self - employed Doctors,
Chartered Accountants, Engineers, MBA Consultants, Architects, and
Company Secretaries.

Eligibility Criteria

TYBBI Page 67
 RETAIL BANKING

 Minimum age of Applicant: 25 years

 Maximum age of Applicant at loan maturity: 65 years
 Years in business: 4 to 7 years depending on profession
 Minimum Annual Income:
Rs. 100000 p.a.

Documents required

 Proof of Identity (Passport Copy/ Voters ID card/ Driving Licence).

 Address Proof (Ration card Tel/elect. Bill/ Rental agr. / Passport
copy/Trade licence /Est./Sales Tax certificate).
 Bank Statements(latest 6 months bank statement /passbook)
 Latest ITR along with computation of income, B/S & P&L a/c for the
last 2 yrs. certified by a CA
 Qualification proof of the highest professional degree

SELF EMPLOYED (INDIVIDUALS)

Self Employed (Individuals) include self-employed - Sole proprietors,

Partners & Directors in the Business of Manufacturing, Trading or Services.

Eligibility Criteria

 Minimum age of Applicant: 21 years

 Maximum age of Applicant at loan maturity: 65 years
 Years in business: 5 yrs continuous business experience
 Minimum Annual Income: Rs. 1, 00, 000 p.a.

TYBBI Page 68
 RETAIL BANKING

 Available in select cities

Documents required

 Proof of Identity (Passport Copy/ Voters ID card/ Driving Licence)

 Address Proof (Ration card Tel/elect. Bill/ Rental agr. / Passport
copy/Trade licence /Est./Sales Tax certificate)
 Bank Statements(latest 6 months bank statement /passbook)
 Latest ITR along with computation of income, B/S & P&L a/c for the
last 2 yrs. certified by a CA
 Proof of continuation (Trade licence /Establishment /Sales Tax
certificate)
 Other Mandatory Documents (Sole Prop. Decl. Or Cert. Copy of
Partnership Deed, Cert. Copy of MOA, AOA & Board resolution.)

SELF EMPLOYED (PVT COS AND PARTNERSHIP FIRMS)

Self Employed (Pvt. Cos and Partnership Firms) include Private

Companies and Partnership firms in the Business of Manufacturing,
Trading or Services

Eligibility Criteria

 Years in business: Minimum of 3 years in current business and 5

years total business experience
 Business must be profit making for the last 2 years
 Minimum Annual Income: Rs 100000 p.a.

TYBBI Page 69
 RETAIL BANKING

 Available in select cities

Documents required

 Address Proof (Ration card Tel/elect. Bill/ Rental agr. / Passport

copy/Trade licence /Est./Sales Tax certificate)
 Bank Statements(latest 6 months bank statement /passbook)
 Latest ITR along with computation of income, B/S & P&L a/c for the
last 2 yrs. certified by a CA
 Proof of continuation (Trade licence /Establishment /Sales Tax
certificate)
 Other Mandatory Documents (Sole Prop. Decl. Or Cert. Copy of
Partnership Deed, Certified true copy of Memorandum & Articles of
Association (certified by Director) & Board resolution (Original).

BALANCE TRANSFER
If you have a personal loan from any other bank with a clean repayment
record, simply transfer the loan to us and save substantially.

Benefits

 Minimal processing fees.

 No income documentation.
 Fast Processing.
 Repayment through Standing Instruction facility.

TYBBI Page 70
 RETAIL BANKING

FEES & CHARGES FOR PERSONAL LOAN

Description of Charges Personal Loan

Loan Processing Charges Upto a maximum 2% of the loan
amount
Pre-payment charges Upto 4% of the Principal
Outstanding
No Due Certificate / No Objection
Nil
Certificate (NOC)
Charges for late payment of EMI @ 24 % p.a on amount outstanding
from date of default
Charges for changing from fixed to
Not applicable
floating rate of interest
Charges for changing from fixed to
Not applicable
floating rate of interest
Charges for changing from floating
Not applicable
to fixed rate of interest
Stamp Duty & other statutory
As per applicable laws of the state
charges
Credit assessment charges Not applicable
Non standard repayment charges Not applicable
Cheque swapping charges Upto Rs 500/- per event
Loan cancellation / re-booking
Upto Rs 1000/-
charges / Re-scheduling
Bounce Cheque Charges Upto Rs 450/- per Bouncing
Statement Charges (per
Upto Rs 500/-
statement)/ Repayment Schedule
Legal / incidental charges At actual

TYBBI Page 71
 RETAIL BANKING

“5”YEAR TAX SAVING FIXED DEPOSIT

FEATURES & BENEFITS

 Minimum Amount: Rs.100/-

 Multiples of Rs.100/-

 Maximum Amount: Rs. 1 lac (in a FY)

 Tenure - 5 years (lock in period)
 Rate of Interest -9.50% p.a, Senior Citizen rate - 10.00%
 No Partial/Premature withdrawal allowed
 Sweep-in not allowed
 No OD or pledge allowed
 In the case of joint holder deposit, the deduction from income under
section 80C of the Act shall be available only to the first holder of the
deposit.

ELIGIBILITY

The following can apply for a 5 Year Tax Saving Fixed Deposit

 Resident Individuals

TYBBI Page 72
 RETAIL BANKING

 Hindu Undivided Families

An initial deposit of Rs. 100/- is required to open a Tax Saving Fixed
Deposit.

INTEREST RATES
When you open a Fixed deposit with HDFC Bank

 Your interest is calculated on a quarterly basis

 Interest for re-investment is calculated every quarter, and the
Principal is increased to include interest earned during the previous
quarter.
Tax at source is deducted as per the Income Tax regulations prevalent
from time to time.

RATE of INTEREST
 Normal rate: 9.50% p.a.
 Senior Citizen rate: 10.00%

TAX DEDUCTIONS

TYBBI Page 73
 RETAIL BANKING

Tax Deductions For Re-Investment Fixed Deposits

The following will be applicable for a 5 Year Tax Saving Fixed Deposit

 TDS will be deducted when interest payable or reinvested per

customer, per branch, exceeds Rs 10,000 in a financial year.
 A consolidated Annual TDS Certificate will be mailed to you after the
end of the financial year, including details of all TDS deductions
during the year.

Applicable TDS Rates

Resident Individuals & Tax Education

Surcharge TOTAL
HUF Rate Cess

Payment upto 10 lacs 10% ---- 3% 10.30%

Payment equal to &

10% 10% 3% 11.33%
above 10 lacs

 If you are exempt from paying tax, you need to present Form 15H
when you open a Fixed Deposit and subsequently at the beginning of
the following financial year.

TYBBI Page 74
 RETAIL BANKING

 At the end of the financial year, the TDS will be deducted on the basis
of interest accrued on the Fixed Deposit (s) even if this interest has
not been credited.

CONCLUSIONS

TYBBI Page 75
 RETAIL BANKING

Retail banking is the fastest growing sector of the banking industry

with the key success by attending directly the needs of the end customers
is having glorious future in coming years.

Retail banking sector as a whole is facing a lot of competition ever

since financial sector reforms were started in the country. Walk-in business
is a thing of past and banks are now on their toes to capture business.
Banks therefore, are now competing for increasing their retail business.

There is a need for constant innovation in retail banking. This

requires product development and differentiation, micro-planning,
marketing, prudent pricing, customization, technological upgradation, home
/ electronic / mobile banking, effective risk management and asset liability
management techniques.

While retail banking offers phenomenal opportunities for growth, the

challenges are equally discouraging. How far the retail banking is able to
lead growth of banking industry in future would depend upon the capacity
building of banks to meet the challenges and make use of opportunities
profitably.
However, the kind of technology used and the efficiency of operations
would provide the much needed competitive edge for success in retail
banking business. Furthermore, in all these customer interest is of chief
importance. The banking sector in India is representing this and I do hope
they would continue to succeed in this traded path.

TYBBI Page 76
 RETAIL BANKING

TYBBI Page 77