Bank "DeltaCredit": reviews. "DeltaCredit" (bank): branches, addresses, customer opinion

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Among the leaders of the Russian market in the mortgage lending segment is DeltaCredit Bank. Despite the relative youth, this financial institution has been able to achieve significant success in its field of activity. Due to what competitive advantages did the bank 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 the bank

Commercial bank "DeltaCredit" (DeltaCredit) is considered one of the first credit and financial organizations 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. You cannot get a consumer loan in 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 had just begun 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 financial institution - 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 resources, the experience of managers and connections with the largest financial players in Europe.

For a long time the credit institution functioned as DeltaCredit CJSC. 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 are nowabolished. 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 - in 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 don't have timewait 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 to live in them, but with the aim of subsequently renting them out and turning them into a liquid asset. To this end, buying a new building is not at all necessary: you can invest in a quality apartment in a good area of the city, even if it is presented in the secondary housing segment.

Network structure

"DeltaCredit" is a mortgage bank that operates in Russia both within its own network of divisions 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, experts believe, the bank received this status thanks to an effectively built system of interaction with other organizations in its segment of work.

"DeltaCredit" is a bank, branches of which are represented in the largest cities of Russia: Moscow (Mokhovaya street, 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 (this is slightly more than in 2012) and 9.6% in foreign currency (this, in turn, is lower than in the previous year). Due to the fact that in 2014 the Central Bank of the Russian Federation increasedkey rate, experts expect a further increase in the corresponding loan terms offered by 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 a housing loan are generally comparable to those offered by other market leaders. If some of the loan programs have a high rate, then 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 foreign currency. Loan products of this type that are offered by the organization, as a rule, are characterized by a lowrate. But at the same time, with a significant fall in the ruble exchange rate, borrowers may have difficulty repaying loans.

According to data in a number of public sources, the total amount of foreign currency mortgage loans in Russia is very modest - about 0.3% of total loans. Due to the instability of the financial markets of the Russian Federation, the popularity of mortgages in foreign currency is likely to 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 of DeltaCredit's presence, there are banking products adapted to the borrower's search for the required amount for the down payment on a mortgage loan. It is possible to use, as in many other banks, maternity capital as a source of financing when buying an apartment.

Customer Interaction

One of the requirements of the market, which any modern (including DeltaCredit) bank must comply with - customer reviews must be accompanied in some wayfeedback 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 specifics of the second line 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? The bank (reviews from employees responsible for interacting with clients online confirm this) is largely concentrating its efforts on approaching the solution of the problems of its current or potential borrowers with an emphasis on localization. That is, the recommendations of managers are not limited to certain general phrases: howas 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 of the locality where DeltaCredit Bank operates - St. Petersburg or any city in the Leningrad Region. This characteristic of the system of interaction between a financial institution and clients appeals to 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 customers. 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 reviews 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.

Online work

HowIs work with clients in the "online" mode carried out 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 the structures responsible for the technical status of processing client requests. The extent to which consumers of banking services are contacting through online channels, as well as the quality of problem solving, are factors that directly affect the performance indicators of bank employees in their respective areas of work.

"DeltaCredit" - 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 account" of the client. In it, the borrower can receive detailed information about the products used, make requests tobank customer support service, to carry out some transactions and payments. According to many experts who have evaluated this kind of tool offered by DeltaCredit Bank, the "Personal Account" of the consumer of the services of this financial institution is a fairly convenient and useful tool.

Customer reviews: statistics

What are the practical results of the bank's interaction with customers via the Internet? You can cite figures published in a number of sources. From February to August 2014, for example, in the "virtual" community of DeltaCredit Bank, more than 700 unique topics initiated by customers were created. More than 1 thousand comments were recorded. During the same period, the community was visited by more than 43 thousand unique users. The number of portal views exceeded 329 thousand. The community interface includes options that increase the comfort of using the resource. In particular, at the moment when a client starts writing reviews or an appeal, wordings are automatically inserted based on information from the search system within the current knowledge base. Thanks to this, a person who writes a request to the bank will most likely express the essence of the problem most correctly, and in many cases even find a ready answer to his question. For example, if a person is interested in where DeltaCredit Bank is located, the address in Moscow or St. Petersburg of this financial structure, then there is every chance to find the necessary information in the existing database.

Statistics published by a number of sources indicatethe fact that about 70% of the bank's customers solve the difficulties that have arisen without contacting the support service. That is, they find the necessary answers in an already formed database.

Another interesting feature of the DeltaCredit virtual feedback system is that it has a wide range of options for communicating with bank customers among themselves (and not just with employees of a credit institution). As noted in a number of sources, about 12% of requests left by consumers of bank services are "closed" due to comments from other clients.

Mechanisms for assessing borrowers

As we have already said, the segment in which the bank "DeltaCredit" specializes is mortgage. Since this format of activity involves long-term interaction with the client, the criteria for assessing his solvency must be balanced. That is, on the one hand, the bank should not allow the issuance of loans to borrowers with dubious sources of income and potentially unprepared for strict financial discipline. On the other hand, strict criteria should not provoke a potential client's unwillingness to work with a financial institution.

Bank "DeltaCredit", working within this direction, is actively improving its own system of assessing borrowers. Recently, the emphasis here is on process automation. The final decision on the loan is still made by a person, but at his disposal is a multi-factor report, which describes in sufficient detail the analysis of the solvency of the client who left the application for a mortgage. One of thesesolutions, for example, means a product resulting from the mutual integration of CRM modules and analytical systems supplied to the bank by well-known brands of the Microsoft level, as well as DeltaCredit's own databases and those provided by partner organizations.

Automation of the decision-making process on applications allows you to increase the overall productivity of the employees of the bank's credit departments, reduce the corresponding transaction costs, increase the comfort of the clients themselves, who do not have to wait long for the results of the consideration of questionnaires. It should be noted that the resources of some of the borrower assessment systems can also be used by the partners of DeltaCredit Bank. Their clients' claims can also be analyzed by automated algorithms.

Automated system operation

As a rule, the structure of relevant IT products involves analysis in two directions - direct information about the borrower and indirect information about him. For example, within the framework of the first option, a citizen's credit history can be studied by means of an automated application of the program to the appropriate bureau or other relevant database. This kind of request, as a rule, is performed by the CRM system (as a separate functional part of the product). Indirect information about the borrower is a rather new direction in underwriting used by Russian banks. Among the sources that may be involved in this case are the statistics of payment for communication services, the presence of debts on fines, information from social networks, informationgeolocation nature. All these options "DeltaCredit" can use in its automated system for assessing the solvency of borrowers.