DeltaCredit Bank - large Russian bank of federal significance, which is part of the French banking group Sciete Generale. Although DeltaCredit Bank is a universal bank, offering individuals and organizations a variety of banking products However, the main specialization of this bank is mortgage. Actually, in all official sources, DeltaCredit Bank appears exactly as mortgage bank, even the bank's logo uses this phrase.

Currently, DeltaCredit Bank is the leader among Russian commercial banks in real estate loans. In terms of the volume of mortgage loans issued, it ranks 4th after Sberbank, VTB24 and Gazprombank, which cannot be considered absolutely commercial, since the state owns a significant share of their capital.

History of DeltaCredit Bank

The basis for today's DeltaCredit Bank was founded in 1999 by CJSC J. P. Morgan Bank, bought out in 2001 by the US-Russia investment fund. It was then that the bank received the name DeltaCredit and a narrow specialization - mortgage lending. In 2005, 100% of the bank's shares were purchased by the French Societe Generale. Until 2011, DeltaCredit Bank functioned as an ordinary regional bank, but in the course of the consolidation of Societe Generale's foreign assets, it was bought by Rosbank, which already belongs to the group.

Development directions of DeltaCredit Bank

Affordable and reliable mortgage for individuals- this is the specialization of DeltaCredit Bank, which has become a hallmark in the lending market for the purpose of purchasing real estate. The advantage of DeltaCredit mortgage programs is not only in profitable interest rates, but also in affordable insurance, opportunities to reduce annual percentage and use maternal capital.

DeltaCredit Bank is a highly specialized bank. The phenomenon in the modern banking world is infrequent, but in this case it is easily explained. The fact is that you can get a “monoproduct” mortgage loan from DeltaCredit not only in one of the 13 regional offices of this bank, but also in any other bank that is part of Societe Generale, i.e. at Rosbank or Rusfinance Bank. Thus, “duties” were divided among the banks of the group, which facilitated the introduction of special banking products.

Since the main attention in the development priorities of DeltaCredit Bank is given only to mortgages, when you apply to this bank, although you can get a comprehensive banking services and a variety of retail products, yet should not count on a great deal of variety. In addition to mortgage loans, the bank makes it possible to issue only consumer loans on fairly favorable terms for the client. As for the rest, the sphere of retail services is practically not developed in DeltaCredit Bank.

Ratings and financial performance

Due to the narrow specialization, it is probably not worth expecting high financial performance from DeltaCredit Bank. And yet, the bank is confidently included in the TOP-50 Russian banks and ranks 31st in terms of net profit (as of the end of 2014). At the same time, in terms of the number and volume of mortgage loans, the bank ranks 4th in Russia, second only to the “big three” Russian banks (Sberbank, VTB24 and Gazprombank).

Naturally, belonging to one of the largest financial groups in Europe provides DeltaCredit Bank with the highest ratings from international rating agencies in terms of reliability, stability and creditworthiness. The world's leading agencies Moody's and Fitch Ratings consistently assign Aaa.ru and AAA(rus) ratings to the bank, respectively.

The bank was established in 1999 as ZAO J. P. Morgan Bank. Its first shareholders were non-residents Morgan Guaranty International Finance Corporation and J. P. Overseas Capital Corporation from Delaware (USA). Later, almost 40% of the bank's shares were acquired by the London company J. P. Morgan Securities Ltd. In 2001, the bank was acquired by the US-Russia investment fund (now Delta Private Equity Partners, DPEP) and renamed. In the second half of 2005, DPEP sold DeltaCredit to the French banking group Societe Generale*. 100% of the shares cost the French 105 million US dollars, and the premium to the previous owners amounted to 2.5 of the bank's capital. In January 2011, as part of the consolidation of the Russian assets of the Societe Generale group, 100% of DeltaCredit's shares were acquired by Rosbank. At the moment, DeltaCredit is 100% controlled.

The head and additional offices of DeltaCredit Bank are located in Moscow. Two divisions are also located in St. Petersburg and Nizhny Novgorod, as well as one office each in 37 Russian cities. According to the interim IFRS reporting for the first half of 2018, the total number of employees as of June 30, 2018 is 878 people (as of September 30, 2017 - 849 people). The network of the bank's own ATMs is not developed, customers have the opportunity to use Rosbank's ATMs (more than 3 thousand devices throughout Russia). Since 2001 DeltaCredit has specialized in mortgage lending. According to the results of the first half of 2017, the mortgage portfolio of DeltaCredit formed 76.3% of the total mortgage portfolio of the SG group, which ranked fifth among all Russian banks in this indicator. Mortgage programs of DeltaCredit include loans for an apartment or a share, for the purchase of a new building, refinancing, purchase of a finished house, for a room, improvement of living conditions, for building a house, purchase of an apartment, parking space / garage. Mortgage loans to individuals make up a share equal to 89.9% in the organization's financial assets.

The volume of net assets of the credit institution has increased since the beginning of the year by 8.4% (or 14.8 billion rubles), amounting to 192.1 billion rubles as of November 1, 2018.

The growth of the balance sheet currency is primarily due to the inflow of funds attracted in the interbank market, which led to an increase in the bank's resource base. In the active part of the balance sheet, newly attracted funds were mainly used to increase the volume of the total loan portfolio and issued interbank loans.

The structure of the credit institution's liabilities is satisfactorily diversified by sources of attraction and is highly dependent on funds raised in the interbank market, whose share as of the reporting date amounted to 48.6% of the total net liabilities of the credit institution. During the period under review, the structure of liabilities underwent the following changes:

The share of attracted funds of individuals in liabilities did not change (1.7%), while their nominal amount increased by 285.6 million rubles;

At the reporting date, the share of funds raised legal entities minimal (less than 1%);

The share of funds raised from banks in liabilities increased from 35.3% to 48.6%, while their nominal volume increased by 30.8 billion rubles;

Share of own issued valuable papers in liabilities decreased from 47.2% to 34.8%, while their nominal volume decreased by 16.7 billion rubles.

As of November 1, 2018, the credit institution's own funds amounted to 20.8 billion rubles, since the beginning of the year this indicator has increased by 9.1% (or 1.7 billion rubles). Shares of equity and borrowed funds as of the reporting date are 10.8% and 89.2%, respectively. It should be noted that capital includes subordinated debt, residual value which at the reporting date is 1.9 billion rubles. The own funds adequacy ratio (Н1.0) is met with a margin at the reporting date, amounting to 13.08% (with a minimum of 8%).

The main volume of the credit organization's assets is accounted for by the loan portfolio item, which forms 81% of net assets as of the reporting date. Shares of assets that bring interest income, and other assets as of November 1, 2018 are 89.3% and 10.7%, respectively.

During the period under review, the structure of assets has undergone the following changes:

The share of investments in the total loan portfolio increased from 78.7% to 81%, while their nominal volume increased by 16 billion rubles;

At the reporting date credit organisation does not have investments in a portfolio of securities;

The share of issued interbank loans increased from 7.3% to 8.3%, while their nominal volume increased by 3 billion rubles;

The share of highly liquid assets decreased from 2.4% to 1.4%, while their nominal volume decreased by 1.6 billion rubles;

As of the reporting date, the share of the credit institution's investments in fixed assets is minimal (less than 1%);

The share of other assets decreased from 11.5% to 9.2%, while their nominal volume decreased by 2.6 billion rubles.

As of the reporting date, the value of the total loan portfolio of the financial institution is 155.6 billion rubles. Since the beginning of the year, its volume has increased by 16 billion rubles (or 11.5%). The loan portfolio is fully formed by loans issued to individuals. The loan portfolio is predominantly long-term: the share of loans issued for a period of more than one year is 100%. Over the analyzed period, the level of overdue debt on the total portfolio decreased from 1% to 0.9%. At the same time, the level of redundancy loan portfolio is 4%, which fully covers the amount of overdue debt. The value of property pledged as collateral for loans is RUB 55.8 billion (35.9% of the loan portfolio).

In the interbank market, a credit institution works in both directions. As of November 1, 2018, the amount of funds placed is RUB 15.9 billion. As of November 1, 2018, the amount of funds raised is RUB 93.4 billion. On the foreign exchange market the financial institution shows weak activity, turnover on conversion operations according to the results of the last month, they are at the level of 161.2 million rubles.

According to RAS reporting data, at the end of 2017, the credit institution made a profit in the amount of 1.7 billion rubles. According to the results of January - October 2018, the credit institution demonstrates a profit in the amount of 1.7 billion rubles.

Board of Directors: Didier Ogel (Chairman), Arnaud Denis, Sergei Ozerov, Michel Colbert, Ilya Polyakov, Stéphane Demon.

Governing body: Michel Colbert (chairman), Denis Kovalev, Elena Kudlik, Natalya Bogacheva, Julien de Pommerol Edouard Marie Francois Hubert.

* Societe Generale is one of the world's largest banking groups, the third largest French retail bank in terms of assets and revenue. The bank was founded in 1864 in France. The group is currently present in 77 countries, with over 160,000 employees serving 33 million customers. Societe Generale is one of the "big three" leading banks in France. In the Russian Federation, the group controls the large universal Rosbank, the retail banks DeltaCredit and Rusfinance, the companies ALD Automotive (operating car leasing and fleet management) and SZh Finance (lorry leasing, road transport, various types of equipment, vendor financing).

The bank was established in 1999 as ZAO J. P. Morgan Bank. Its first shareholders were non-residents Morgan Guaranty International Finance Corporation and J. P. Overseas Capital Corporation from Delaware (USA). Later, almost 40% of the bank's shares were acquired by the London company J. P. Morgan Securities Ltd. In 2001, the bank was acquired by the US-Russia investment fund (now Delta Private Equity Partners, DPEP) and renamed. In the second half of 2005, DPEP sold DeltaCredit to the French banking group Societe Generale*. 100% of the shares cost the French 105 million US dollars, and the premium to the previous owners amounted to 2.5 of the bank's capital. In January 2011, as part of the consolidation of the Russian assets of the Societe Generale group, 100% of DeltaCredit's shares were acquired by Rosbank. At the moment, DeltaCredit is 100% controlled.

The head and additional offices of DeltaCredit Bank are located in Moscow. Two divisions are also located in St. Petersburg and Nizhny Novgorod, as well as one office each in 37 Russian cities. According to the interim IFRS reporting for the first half of 2018, the total number of employees as of June 30, 2018 is 878 people (as of September 30, 2017 - 849 people). The network of the bank's own ATMs is not developed, customers have the opportunity to use Rosbank's ATMs (more than 3 thousand devices throughout Russia). Since 2001 DeltaCredit has specialized in mortgage lending. According to the results of the first half of 2017, the mortgage portfolio of DeltaCredit formed 76.3% of the total mortgage portfolio of the SG group, which ranked fifth among all Russian banks in this indicator. Mortgage programs of DeltaCredit include loans for an apartment or a share, for the purchase of a new building, refinancing, purchase of a finished house, for a room, improvement of living conditions, for building a house, purchase of an apartment, parking space / garage. Mortgage loans to individuals make up a share equal to 89.9% in the organization's financial assets.

The volume of net assets of the credit institution has increased since the beginning of the year by 8.4% (or 14.8 billion rubles), amounting to 192.1 billion rubles as of November 1, 2018.

The growth of the balance sheet currency is primarily due to the inflow of funds attracted in the interbank market, which led to an increase in the bank's resource base. In the active part of the balance sheet, newly attracted funds were mainly used to increase the volume of the total loan portfolio and issued interbank loans.

The structure of the credit institution's liabilities is satisfactorily diversified by sources of attraction and is highly dependent on funds raised in the interbank market, whose share as of the reporting date amounted to 48.6% of the total net liabilities of the credit institution. During the period under review, the structure of liabilities underwent the following changes:

The share of attracted funds of individuals in liabilities did not change (1.7%), while their nominal amount increased by 285.6 million rubles;

As of the reporting date, the share of attracted funds from legal entities is minimal (less than 1%);

The share of funds raised from banks in liabilities increased from 35.3% to 48.6%, while their nominal volume increased by 30.8 billion rubles;

The share of own issued securities in liabilities decreased from 47.2% to 34.8%, while their nominal volume decreased by 16.7 billion rubles.

As of November 1, 2018, the credit institution's own funds amounted to 20.8 billion rubles, since the beginning of the year this indicator has increased by 9.1% (or 1.7 billion rubles). Shares of equity and borrowed funds as of the reporting date are 10.8% and 89.2%, respectively. It should be noted that equity includes subordinated debt with a net book value of RUB 1.9 billion at the reporting date. The own funds adequacy ratio (Н1.0) is met with a margin at the reporting date, amounting to 13.08% (with a minimum of 8%).

The main volume of the credit organization's assets is accounted for by the loan portfolio item, which forms 81% of net assets as of the reporting date. The shares of interest-bearing assets and other assets as of November 1, 2018 are 89.3% and 10.7%, respectively.

During the period under review, the structure of assets has undergone the following changes:

The share of investments in the total loan portfolio increased from 78.7% to 81%, while their nominal volume increased by 16 billion rubles;

As of the reporting date, the credit institution has no investments in the securities portfolio;

The share of issued interbank loans increased from 7.3% to 8.3%, while their nominal volume increased by 3 billion rubles;

The share of highly liquid assets decreased from 2.4% to 1.4%, while their nominal volume decreased by 1.6 billion rubles;

As of the reporting date, the share of the credit institution's investments in fixed assets is minimal (less than 1%);

The share of other assets decreased from 11.5% to 9.2%, while their nominal volume decreased by 2.6 billion rubles.

As of the reporting date, the value of the total loan portfolio of the financial institution is 155.6 billion rubles. Since the beginning of the year, its volume has increased by 16 billion rubles (or 11.5%). The loan portfolio is fully formed by loans issued to individuals. The loan portfolio is predominantly long-term: the share of loans issued for a period of more than one year is 100%. Over the analyzed period, the level of overdue debt on the total portfolio decreased from 1% to 0.9%. At the same time, the provisioning level for the loan portfolio is 4%, which fully covers the amount of overdue debt. The value of property pledged as collateral for loans is RUB 55.8 billion (35.9% of the loan portfolio).

In the interbank market, a credit institution works in both directions. As of November 1, 2018, the amount of funds placed is RUB 15.9 billion. As of November 1, 2018, the amount of funds raised is RUB 93.4 billion. In the foreign exchange market, the financial institution is showing weak activity, the turnover on conversion operations following the results of the last month is at the level of 161.2 million rubles.

According to RAS reporting data, at the end of 2017, the credit institution made a profit in the amount of 1.7 billion rubles. According to the results of January - October 2018, the credit institution demonstrates a profit in the amount of 1.7 billion rubles.

Board of Directors: Didier Ogel (Chairman), Arnaud Denis, Sergei Ozerov, Michel Colbert, Ilya Polyakov, Stéphane Demon.

Governing body: Michel Colbert (chairman), Denis Kovalev, Elena Kudlik, Natalya Bogacheva, Julien de Pommerol Edouard Marie Francois Hubert.

* Societe Generale is one of the world's largest banking groups, the third largest French retail bank in terms of assets and revenue. The bank was founded in 1864 in France. The group is currently present in 77 countries, with over 160,000 employees serving 33 million customers. Societe Generale is one of the "big three" leading banks in France. In the Russian Federation, the group controls a large universal Rosbank, retail banks DeltaCredit and Rusfinance, ALD Automotive (operating car leasing and fleet management) and SZh Finance (leasing of trucks, motor vehicles, various types of equipment, vendor financing) .

DeltaCredit Bank is a large Russian bank of federal significance, which is part of the French banking group Sciete Generale. Although DeltaCredit Bank is a universal bank, offering individuals and organizations a variety of banking products, the main specialization of this bank is mortgages. Actually, in all official sources, DeltaCredit Bank appears precisely as a mortgage bank, even this phrase is used in the bank's logo.

Currently, DeltaCredit Bank is the leader among Russian commercial banks in real estate loans. In terms of the volume of mortgage loans issued, it ranks 4th after Sberbank, VTB24 and Gazprombank, which cannot be considered absolutely commercial, since the state owns a significant share of their capital.

History of DeltaCredit Bank

The basis for today's DeltaCredit Bank was founded in 1999 by CJSC J. P. Morgan Bank, bought out in 2001 by the US-Russia investment fund. It was then that the bank received the name DeltaCredit and a narrow specialization - mortgage lending. In 2005, 100% of the bank's shares were purchased by the French Societe Generale. Until 2011, DeltaCredit Bank functioned as an ordinary regional bank, but in the course of the consolidation of Societe Generale's foreign assets, it was bought by Rosbank, which already belongs to the group.

Development directions of DeltaCredit Bank

Affordable and reliable mortgages for individuals - this is the specialization of DeltaCredit Bank, which has become a hallmark in the lending market for the purchase of real estate. The advantage of DeltaCredit mortgage programs is not only in favorable interest rates, but also in affordable insurance, the ability to reduce the annual percentage and use maternity capital.

DeltaCredit Bank is a highly specialized bank. The phenomenon in the modern banking world is infrequent, but in this case it is easily explained. The fact is that you can get a “monoproduct” mortgage loan from DeltaCredit not only in one of the 13 regional offices of this bank, but also in any other bank that is part of Societe Generale, i.e. at Rosbank or Rusfinance Bank. Thus, “duties” were divided among the banks of the group, which facilitated the introduction of special banking products.

Since the main focus of DeltaCredit Bank's development priorities is only on mortgages, when you apply to this bank, although you can get comprehensive banking services and a variety of retail products, you still should not count on a great variety. In addition to mortgage loans, the bank makes it possible to issue only consumer loans on fairly favorable terms for the client. As for the rest, the sphere of retail services is practically not developed in DeltaCredit Bank.

Ratings and financial performance

Due to the narrow specialization, it is probably not worth expecting high financial performance from DeltaCredit Bank. And yet, the bank is confidently included in the TOP-50 Russian banks and ranks 31st in terms of net profit (as of the end of 2014). At the same time, in terms of the number and volume of mortgage loans, the bank ranks 4th in Russia, second only to the “big three” Russian banks (Sberbank, VTB24 and Gazprombank).

Naturally, belonging to one of the largest financial groups in Europe provides DeltaCredit Bank with the highest ratings from international rating agencies in terms of reliability, stability and creditworthiness. The world's leading agencies Moody's and Fitch Ratings consistently assign Aaa.ru and AAA(rus) ratings to the bank, respectively.

Among the leaders Russian market in the segment mortgage lending- bank "DeltaCredit". Despite the relative youth, this financial institution has been able to achieve significant success in its field of activity. At the expense of which bank did this succeed? What are the features of the mortgage programs offered by DeltaCredit? What are the noteworthy mechanisms of interaction between this bank and its customers?

About bank

Commercial bank "DeltaCredit" (DeltaCredit) is considered one of the first credit and financial institutions in Russia, specializing in the mortgage market. While many other organizations are trying to offer customers as many services as possible, DeltaCredit focuses specifically on the home loan market. There are not many such highly specialized credit and financial organizations in Russia as DeltaCredit Bank. consumer credit you can’t get it, but there is a wide range of options for obtaining a mortgage.

The first information about the implementation of mortgage programs by the bank was recorded in 1998, when the corresponding market segment was just beginning to form. However, the active banking activity of DeltaCredit in Russia began only in 2001. According to some reviews belonging to analysts, DeltaCredit is a bank with good credit ratings. This factor may be important in terms of interaction, for example, with the Central Bank of the Russian Federation and foreign financial institutions.

Mergers and reorganizations

As we noted above, in 2001 DeltaCredit, a mortgage bank, began to work actively in our country. This was due to the fact that this structure took over the capital's representative office of another credit financial organization- J.P. Morgan. After 4 years, DeltaCredit shares were acquired in full by the Societe Generale financial group. According to some analysts, it was the bank's merger with this major European market player that largely predetermined the active expansion of DeltaCredit in the Russian mortgage market. At the disposal of the structure were a significant amount of Societe Generale's resources, the experience of managers and connections with the largest financial players in Europe.

For a long time, the credit institution functioned as CJSC "DeltaCredit". The bank, however, will have to bring its name in line with some changes in the legislation of the Russian Federation. The fact is that such forms of business as CJSC and OJSC have now been abolished. Now, if this or that organization, including banks, operates by issuing shares, then its name can only sound like JSC.

Bank and market

The mortgage market in Russia has been steadily growing over the past few years. For example, in 2013, revenue in this segment increased by more than 31% compared to 2012 figures. The total amount of loans issued exceeded 1.35 trillion. rub., the number of loans - more than 800 thousand units. In addition, the volume of delays has slightly decreased - at the end of 2013 it amounted to 2.04%.

Analysts at DeltaCredit expect that by the end of 2014 the Russian mortgage market will grow by about 15%, in monetary terms its volume will exceed 1.5 trillion. rub. Particularly active growth is expected in the segment of new buildings - the corresponding dynamics, according to the bank's specialists, will be 35%. This segment will remain one of the key growth factors for the mortgage market in Russia. And not only because of the greater attractiveness in many cases of buying new housing in comparison with the secondary one. The fact is that Russians consider investments in new buildings as a way to save money in terms of purchasing power. The ruble is a currency that has not been stable recently. While the real estate market as a whole is characterized by steady growth. Investing in new buildings is an attractive prospect for many residents of the Russian Federation.

At the same time, in some regions there is also a demand for "secondary". The fact is that many families feel the need to move into new housing as soon as possible. They do not have time to wait until the apartment is completed, and even more so to pay the mortgage at the same time. In addition, many Russians buy apartments not so much in order to live in them, but with the aim of subsequently renting them out and turning them into apartments. For this purpose, it is not at all necessary to buy a new building: in the secondary housing sector.

Network structure

DeltaCredit is a mortgage bank that operates in Russia both within its own network of subdivisions and through partner channels. Now this financial and credit institution is among the leaders in terms of the volume of mortgage loans issued, and in many respects this status, according to experts, the bank received thanks to an effectively built system of interaction with other organizations in its segment of work.

"DeltaCredit" - a bank, branches of which are represented in the largest cities of Russia: Moscow (street Mokhovaya, 7), St. Petersburg (Nevsky prospect, 114-116), Kazan (Ostrovsky, 87). In turn, partnership structures are present in most regions.

DeltaCredit activities in numbers

The weighted average rate on a mortgage loan in "DeltaCredit" depends on the region of the bank. In Nizhny Novgorod, for example, in 2013 it was 12.4% in rubles (which is slightly more than in 2012) and 9.6% in foreign currency(this, in turn, is lower than the previous year). Due to the fact that in 2014 the Central Bank of the Russian Federation has increased the experts expect a further increase in the relevant loan terms offered Russian banks. DeltaCredit is likely to be no exception to this trend.

The average value of a mortgage loan in "DeltaCredit" is also an indicator that strongly depends on the region of the bank's presence. If we also take Nizhny Novgorod as an example, then the corresponding figure in 2013 amounted to about 1 million 357 thousand rubles. On average in Russia - a little more, about 1.64 million rubles. Of course, the figures will be completely different if the focus is on the largest Russian city where DeltaCredit Bank is present - Moscow. But any indicators - for the capital or for Nizhny Novgorod - will give a rather arbitrary idea of ​​the market dynamics: one way or another, due to the natural rise in housing prices, the figures will increase.

Loan programs

"DeltaCredit" offers citizens of the Russian Federation several remarkable mortgage programs. The conditions under which this financial institution offers to issue Housing loan are generally comparable to other market leaders. If any of credit programs have a high rate, this is usually offset by lower requirements for the borrower.

Among the most noteworthy features that characterize the bank "DeltaCredit" - the mortgage in it is largely in foreign currency. Loan products of the type that are offered by the organization, as a rule, are characterized by a low rate. But at the same time, with a significant borrower, there may be difficulties in repaying loans.

According to data from a number of public sources, the total volume of foreign currency mortgage loans in Russia is very modest - about 0.3% of total loans. Due to instability financial markets In the Russian Federation, the popularity of mortgages in foreign currency will most likely remain low in the coming years.

DeltaCredit has attractive offers adapted to the needs of young families. There is also information about programs that provide for a very low rate for the Russian market - 9.75%. There are seasonal offers of the bank, as well as various kinds of promotions, accompanied by offers to get a loan at reduced rates.

The types of housing that DeltaCredit borrowers can purchase are very different. It is possible to purchase real estate both in full and in shares. You can buy apartments, rooms, houses on credit.

In some regions where DeltaCredit operates, there are loans adapted to the borrower's search required amount for the down payment mortgage loan. It is possible to use, as in many other banks, maternity capital as a source of financing when buying an apartment.

Customer Relations

One of the market requirements that any modern bank (including DeltaCredit) must meet is that customer reviews must somehow be accompanied by feedback from the financial institution itself. In the case of the bank we are considering, we can fix a rather interesting model for the implementation of the institution's compliance with this criterion. In particular, it is a system in which both online and offline reviews can be left. DeltaCredit is a bank that offers customers to leave their opinion in the form of assessments on paper forms in offices, as well as in interaction with consumers through online channels. What is the specificity of the second area of ​​work?

The interface for interaction with the virtual community (integrated, with a feedback form) is built into the widget on the start page of the bank's website. Clients of a financial institution, using it, can leave their feedback. "DeltaCredit" is a bank that strives, first of all, for openness. The level of moderation in communities is minimal. That is, if the problem really exists, it is not hushed up by the bank. From a technical point of view, the interaction between "DeltaCredit" and clients is implemented quite conveniently.

What are the priorities in this area of ​​work that DeltaCredit defines for itself? employees responsible for interacting with customers online confirm this) concentrates much of its efforts on how to approach solving the problems of its current or potential borrowers with an emphasis on localization. That is, the recommendations of managers are not limited to some general phrases: as a rule, communication between the client and bank representatives in a particular city or region is facilitated. For example, if one or another question is asked by a resident of St. Petersburg or a neighboring city, then, probably, the answer to it will be given based on the characteristics locality, where DeltaCredit Bank operates - St. Petersburg or any city in the Leningrad Region. This characteristic of the system of interaction between credit and financial institution with clients impresses many experts and borrowers who leave their reviews and comments on a branded online portal or thematic resources.

DeltaCredit pays great attention to training its employees in competent communication with clients. The bank's specialists aim to interact with consumers in terms of forming a public information base capable of attracting other borrowers. In this sense, any - including negative - reviews can be good. "DeltaCredit" is a bank that can, by solving the real problems of current customers, form a positive image in the eyes of borrowers. According to experts, public information on the bank's feedback portal plays an important role in attracting new borrowers. If, for example, a user is interested in a mortgage at DeltaCredit Bank, the feedback and inquiries of current consumers of this financial service on a branded portal can become the main decision-making factor in favor of obtaining a loan in the given credit and financial structure.

Work "online"

How is the "online" conducted by the bank in practice? Some sources indicate, for example, that several dozens of DeltaCredit specialists are involved in communicating with consumers of services via the Internet. The bulk of the work is performed by the bank's marketing department, as well as structures responsible for the technical status of processing client requests. The extent to which consumers of banking services are actively contacting through online channels, as well as the quality of problem solving, are factors that directly affect the performance indicators of bank employees within the relevant areas of work.

DeltaCredit is a bank whose customer reviews, which are received via the Internet, are sent to competent employees of relevant departments. The specific destination is determined by the entity of the request. It is quite possible, for example, that an ordinary member of the marketing department can answer a customer's question. If a specialist has doubts, he redirects the request to his manager. If, in turn, the participation of other departments of the bank is required, the question is sent to them. After a competent response is prepared, a comment from DeltaCredit is published in the online community.

Of course, there is also a more "standardized" resource for the market, which is offered by DeltaCredit Bank: " Personal Area"customer. In it, the borrower can receive detailed information about the products used, make requests to the bank's customer support service, make some transactions and payments. According to many experts who have evaluated this kind of tool offered by DeltaCredit Bank, the consumer's "Personal Account" services of this financial institution is a sufficiently convenient and useful tool.