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

Among the leaders of the Russian market in the segment of mortgage lending is DeltaCredit Bank. Despite the relative youth, this financial organization was 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 remarkable mechanisms of interaction between this bank and its clients?

About the Bank

DeltaCredit Commercial Bank (DeltaCredit) is considered one of the first credit and financial organizations in Russia specializing in the mortgage market. While many other organizations try to offer as many services as possible to their clients, DeltaCredit concentrates its efforts specifically on the housing loan market. There are not so many highly specialized credit and financial institutions in Russia, such as DeltaCredit Bank. Consumer loan in it can not be obtained, but a wide range of opportunities for mortgage registration is present.

The first information on the implementation of the mortgage program by the bank was recorded in 1998, when the relevant segment of the market only began to form. However, active banking activity of DeltaCredit in Russia began only in 2001. As some analysts testify, "DeltaCredit" is a bank with good credit ratings. This factor can be important from the point of view of interaction, for example, with the Central Bank of the Russian Federation and foreign financial organizations.

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 the structure of the Moscow representative office of another credit and financial organization, JP Morgan, was absorbed by this structure. Four years later, the shares of DeltaCredit were fully acquired by the financial group Societe Generale. According to some analysts, it is the merger of the bank 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 resources "Societe Generale", the experience of managers and communication with the largest financial players in Europe.

For a long time, the credit institution functioned as ZAO DeltaCredit. The bank, at the same time, will have to bring its name into line with some changes in the legislation of the Russian Federation. The fact is that such forms of business as CJSC and JSC are now abolished. Now, if an organization, including banks, conducts work by issuing shares, its name can only sound like an AO.

Bank and market

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

Analysts of DeltaCredit expect that by the end of 2014 the mortgage market of Russia 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 experts of the bank, will be 35%. This segment will remain one of the key factors in the growth of the mortgage market in Russia. And not only because of the greater in many cases the attractiveness of buying new housing in comparison with the secondary. The matter is that Russians consider investments in new buildings as a way of saving savings in the aspect of purchasing power. The ruble is a currency that has not been stable recently. While the property market as a whole is characterized by growth progress. Investments in new buildings are an attractive prospect for many residents of the Russian Federation.

At the same time, in some regions there is also a demand for "secondary housing". The fact is that many families feel the need to move into new housing in the shortest possible time. They do not have time to wait until the apartment is completed, and even more so to pay at the same time a mortgage. In addition, many Russians buy apartments not so much to live in them, but for the purpose of subsequent leasing and turning into a liquid asset. To this end, buying a new building is not necessary: you can invest in a quality apartment in a good area of the city, even if it is represented in the segment of secondary housing.

Network structure

"DeltaCredit" is a mortgage bank that operates in Russia both within its own network of divisions, and using 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 got thanks to an effectively built up system of interaction with other organizations in its segment of work.

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

"DeltaCredit" activity in figures

The average weighted interest rate on a mortgage loan in DeltaCredit depends on the region of the bank's activities. 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) . In connection with the fact that in 2014 the Central Bank of Russia increased the key rate, experts expect further growth of the relevant loan conditions offered by Russian banks. "DeltaCredit" is probably not an exception to this trend.

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

Credit programs

"DeltaCredit" offers Russian citizens several notable mortgage programs. The conditions under which this financial institution offers to issue a housing loan are generally comparable with the offers of other market leaders. If some of the loan programs have a high rate, then, as a rule, this is compensated by the lower requirements for the borrower.

Among the most notable features that characterizes the bank "DeltaCredit" - the mortgage in it is largely a currency. Loan products of this type that are offered by the organization are usually characterized by a low rate. But at the same time, with a significant fall in the ruble exchange rate , borrowers may face difficulties in paying out loans.

As the data in a number of public sources testify, the total volume of foreign currency mortgage loans in Russia is very modest - about 0.3% of the total volume of loans. In connection with the instability of Russia's financial markets, the popularity of mortgage in foreign currency is likely to remain low in the coming years.

There are "DeltaCredit" attractive offers, adapted to the needs of young families. There is also information about programs that provide a very low rate for the Russian market - 9.75%. There are seasonal offers of the bank, as well as various types of shares, accompanied by offers to issue a loan in the framework of lower rates.

Types of housing that can be purchased by borrowers DeltaCredit, the most diverse. It is possible to purchase real estate in full or in shares. You can buy on credit apartments, rooms, houses.

In some regions of the presence of DeltaCredit, there are banking products adapted to finding the borrower the right amount for the initial mortgage payment. It is possible to use, as in many other banks, maternity capital as a source of financing when buying an apartment.

Interaction with customers

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

The interface with the virtual community (integrated, with a feedback form) is built into the widget on the homepage of the bank's website. Clients of the financial organization, using it, can leave their feedback. "DeltaCredit" is a bank that aspires, first of all, to 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 its customers has been implemented quite comfortably.

What are the priorities in this area of work that DeltaCredit defines for itself? The bank (feedback from employees who are responsible for interacting with customers online confirm this) largely focuses on addressing the problems of their current or potential borrowers with an emphasis on localization. That is, the recommendations of managers are not limited to certain general phrases: as a rule, the client communicates with the representatives of the bank in a particular city or region. For example, if a question is asked by a resident of St. Petersburg or a neighboring city, it is likely that the answer will be given based on the characteristics of the settlement where DeltaCredit Bank, St. Petersburg, or some city of the Leningrad Region operates. This characteristic of the system of interaction between a financial institution and clients appeals to many experts and borrowers who leave their comments and comments on a branded online portal or thematic resources.

"DeltaCredit" pays a lot of attention to training its employees with competent communication with clients. Specialists of the bank are aimed at interacting with consumers in terms of forming a public information base capable of attracting other borrowers. In this sense, any - including negative ones - can be good. DeltaCredit is a bank that can, in solving real problems of current clients, form a positive image in the eyes of borrowers. Public information on the feedback portal of the bank plays, in the opinion of experts, an important role in attracting new borrowers. If, for example, the user is interested in a mortgage in the "DeltaCredit" bank, reviews And the requests of the current consumers of this financial service on the branded portal can become the main factor of decision-making in favor of issuing a loan exactly in the credit and financial structure in question.

Work "online"

How does the bank work in online mode with the bank? In some sources, it is indicated, for example, that in the communication with consumers of services via the Internet, dozens of DeltaCredit specialists are employed. The bulk of the work is performed by the bank's marketing department, as well as the structures responsible for the technical status of handling customer requests. The extent to which the appeal of consumers of banking services through online channels is actively pursued, as well as the quality of problem-solving are factors directly affecting the performance indicators of the bank's employees within the framework of the relevant areas of work.

"DeltaCredit" is a bank, whose clients' feedback, which is received via the Internet, is sent to competent employees of specialized divisions. The specific addressee is determined by the essence of the request. It is possible, for example, that an ordinary employee of the marketing department will be able to answer the client's question. If the expert has doubts, then he redirects the request to his supervisor. If, in turn, the involvement of other parts of the bank is required, the question is sent to them. After a competent response is prepared, a comment is posted from DeltaCredit in the online community.

Of course, there is a more "standardized" resource for the market, which DeltaCredit-Bank offers: "Personal account" of the client. In it, the borrower can obtain detailed information about the products used, make inquiries to the customer support service of the bank, perform some transactions and payments. According to many experts, the instruments that have evaluated this kind of tool that DeltaCredit Bank offers, the Personal Cabinet of the consumer of the services of this financial institution are sufficiently convenient and useful tools.

Customer reviews: statistics

What are the practical results of the bank's interaction with customers via the Internet? You can quote 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 were initiated by clients. More than 1 thousand comments were recorded. Over the same period, the community was visited by more than 43 thousand unique users. The number of portal views has exceeded 329 thousand. The community interface includes options that increase the comfort of using the resource. In particular, at the moment when the client begins to write reviews or appeals, autosuggestions are made based on information from the search system within the current knowledge base. Thanks to this, the person who writes the request to the bank, with a high probability, will express the essence of the problem most correctly, and in many cases even find a ready answer to his question at all. For example, if a person is interested in where the DeltaCredit Bank is located, the address in Moscow or St. Petersburg of this financial structure, then there are all chances to find the necessary information in the available database.

The statistical data published in a number of sources indicate that about 70% of the bank's customers solve the difficulties without contacting the support service. That is, they find the necessary answers in the already formed database.

Another interesting feature of the virtual feedback system DeltaCredit is that it has a wide range of opportunities for communication between clients of the bank (and not only with the employees of the credit institution). As noted in a number of sources, about 12% of inquiries left by consumers of bank services are "closed" due to comments of other clients.

Mechanisms for assessing borrowers

As we have already said, the segment on which DeltaCredit Bank specializes is a mortgage. Since this format of activity implies long-term interaction with the client, the criteria for assessing its solvency should 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 the unwillingness of a potential client to work with a financial institution.

DeltaCredit Bank, working within the framework of this direction, actively improves its own system of assessing borrowers. Recently, the emphasis here is on automating the process. The final decision on the loan is still made by a person, but a multi-factor report is included in it, in which the analysis of the solvency of the client who left the application for a mortgage is described in sufficient detail. One such solution, for example, involves a product that is the result of the mutual integration of CRM modules and analytical systems supplied to the bank by well-known Microsoft-level brands, as well as its own DeltaCredit databases and those provided by partner organizations.

Automation of decision-making process on applications allows to increase the overall productivity of the employees of credit departments of the bank, reduce the corresponding transaction costs, increase the comfort of the customers themselves, who do not have to wait long for the results of the questionnaires. Note that the resources of some of the systems for assessing borrowers can also be used by DeltaCredit Bank's partners. Applications of their clients can also be analyzed in the framework of automated algorithms.

Operation of the automated system

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