Compared to last week, the circle of key speakers of the conference has been replenished with new big names. For the first time, a representative of Tinkoff-Bank, Denis Lewandovsky, comes to Belarus.
Denis Levandovsky — Head of the pending orders sector at Tinkoff Bank (Russia)
- I came to Tinkoff Bank actually from the moment of its foundation (beginning of 2008). I personally observed the development of the bank from the first steps. Started as a simple call center employee. At the moment, he holds the position of Head of the pending applications sector.
In 2009, on numerous trips, he conducted training for Russian Post employees on interaction with bank programs (opening deposits at the Post).
Currently actively developing procedures to optimize:
Processes for ordering and receiving documents by clients
. interaction processes with the three largest credit bureaus
. processes of interaction with internal affairs bodies on various issues
Recall that Tinkoff Bank is the first Russian bank who completely abandoned branches. All banking transactions are carried out by phone or via the Internet. The bank declares attentive customer service.
The bank's call center employs 1,200 employees. 98% of customers wait less than two minutes for a response. 95% of problems are solved at the first contact by phone or via Internet Banking.
In Minsk, Denis Lewandovsky will present a report "Tinkoff Bank's Customer Service".
On behalf of the General Partner of the conference, the European Legal Service, the report will be presented by Tatyana BURTSEVA, Vice-President of the company.
T.Burtseva: — The European Legal Service offers its clients a full range of traditional legal services– from urgent legal advice to representation in court.
More than 30 thousand people have already become our regular customers. The European Legal Service is the "personal lawyer" of the client and protects, supports him around the clock in any situation. 
Ivan Trufanov, CEO LLC "Verbari", will talk about the role mobile applications for quality customer service.
Ivan Trufanov: From 2013 to 2014, he worked at Alfa-Bank (Russia) as a senior developer and was responsible for the development of mobile applications for use within the company.
In the summer of 2014 he left for free swimming and runs a mobile app development agency, Werbary. Per Last year The agency managed to implement enough activities a large number of projects.
Among the company's partners are Renaissance Insurance, BFT, RAEC and many others. Werbary is a mobile app development agency. In their work, its employees always follow the main rule: "Product comes first."
Conference page http://infobank.by/3705/default.aspx
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Over the past few days, Tinkoff Bank has published more than 140 ads seeking sales specialists (home call center operators) in Belarus. Almost all vacancies are for regions, small towns. Belarusian employees are encouraged to sell the bank's credit cards.
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Note that the registration of employees of the home call center will take place in accordance with Art. 428 of the Civil Code of the Russian Federation [Accession Agreement] and Art. 437 [Public offer].
What Tinkoff Bank can save on by creating a remote sales network in Belarus:
1. Salaries. According to hh.ru, the salary of call center operators in Russia ranges from $350 to $870. In Belarus, the bank will pay employees from $250 with 40 working hours per week.
2. The cost of creating a call center. Creation of a legal entity, rental of premises, organization of jobs, etc.
Tinkoff Bank is positioning itself as the first Russian bank to completely abandon branches. The Bank does not open physical offices, and provides all its services remotely: by phone or via the Internet. Bank cards mailed or delivered by courier.
Now Tinkoff Bank is actively expanding, buying out a portfolio of credit cards from Svyaznoy Bank, which has been experiencing problems in the last year. In Q1 2015, Svyaznoy Bank recorded losses under IFRS for the first time in 5 years.
Tinkoff Bank is not officially represented in Belarus.
Get yourself a couple of clicks currency deposit, set up auto payment for "communal" and mobile phone, in a couple of minutes to transfer money to the other end of the globe and not suffer in a bank queue - fantastic? Not!
Belarusian banks already provide most of these services, but when can we expect absolute freedom from "windows" - we addressed this question to Sergei Kravchenko, the executive director of System Technologies.
- 5 years ago, banks were interested in how to speed up customer service in the classic version with branches and a physical presence in the bank. Today, with the development of mobile technologies and the penetration of the Internet, even in small towns, the client requires service not during the day, but quickly and on request in electronic form. The client does not want to go to the bank once again, and the improvement of the legislative framework regarding the digital signature and its recognition, the actions of the National Bank in this regard, makes personal presence at the bank optional.
The current process of leaving the bank only "in the physical plane" comes from three sides. First, there is a growing generation of consumers of innovative banking products who spend several hours a day with a computer or phone and they want to work with the bank through these communication channels. Secondly, the bank is always happy if it is possible not to force a person to stand in line and thereby reduce the cost of bank branches. And for National Bank as a regulator, this is a positive trend, because for him the main thing is to banking products available to everyone at any time.
The point implementation of the principles of "bank without branches" is more correctly called a faster and more efficient way to serve the client. If earlier you sent a document to the bank and waited a long time for it to be received and processed, now Bank operation happens within a few tens of seconds, which means that the client is pleased to use these services and wants to consume them more often.
- Banks without branches is a trend that appears in Europe and gradually comes to us. Banking was not invented in Belarus - it is clear that most of the products are borrowed and localized to suit our economic realities. We see attempts to organize "banks without branches" in Poland, Russia, Ukraine. Most of all, the Russian Tinkoff Bank, in Poland mBank, in Ukraine there are even several of them. Banks of Belarus are technologically ready to switch to the “bank without branches” format. In fact, the only reason to go to the bank now is to get a plastic card.
In my personal opinion, Priorbank, Belgazprombank, MTBank have the most opportunities to switch to the “bank without branches” format.
Over the past 2 years, interest in remote control systems has grown. banking service especially for legal entities. For individuals The ERIP system works great, which removes a huge layer of payment issues from the population.
In my opinion, within 3-5 years a “bank without branches” will appear in Belarus. It is impossible to say at the moment whether this existing bank or some new one will be due to the fact that the National Bank is pursuing a policy of consolidating the banking sector and it is difficult to say what will remain on the market in 5 years. But, clearly, at the moment there is no such bank in Belarus. Moreover, the potential audience of the “bank without branches” in Belarus is all owners of smartphones, that is, approximately 5 million people.
"Bank without branches" obliges to bear double responsibility to the client. If everything works on technology, then this latest system identification, a two-level authorization system, flawless operation of ATMs and constant uninterrupted operation of communication channels. After all, if they do not work, then the client cannot visit the bank - the “bank without branches” has nowhere to go.
- If we talk about what hinders the penetration of the trend in our country, then this is a tough the legislative framework. For example, in order to receive a card with images under PCY, the owner must physically sign all documents. However, some banks are already organizing a visit to the client, which already fits into the concept of a “bank without branches”. It should be noted that the National Bank is taking all possible steps to make the banking business more efficient and faster. It should be noted that even the largest state banks encourage their customers to conduct transactions through infokiosks and payment terminals, without using the labor of bank employees. Until such a communication channel becomes commonplace for Belarusians, there is no need to talk about the great success of such a bank system.
Today, in fact, all banks offer one list of services, so the time has come when the client chooses not from the point of view of the proximity of the bank, but from the point of view of manufacturability and speed of operations.
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