Showing posts with label Retail Banking. Show all posts
Showing posts with label Retail Banking. Show all posts

Tuesday, 26 April 2016

Panama papers: again, another reminder

The Panama Papers bring out several issues related to vulnerabilities of controls from countries and companies. We have heard about them…tax havens… offshore companies, banking secrecy, money laundering, political exposed persons… but what are they? How are they related to each other?

To start explaining, it is important to add another role as important as it is Internal Audit within the companies: the Compliance Officer. Where does it come from? What are their responsibilities?

After the most important financial scandals that took place in 2002 such as Enron and WorldCom the authority decided to tighten the nuts and the regulation changed. New rules were placed for public companies such as the prohibition of not being an auditor and consultant for the same company, disclosures if a company is dealing with a fraud, rotation of audit partners (5 years top), creation of the Audit Committee and how to protect whistleblowers among other things. And a new role emerges from this: the Compliance area.

Compliance as its name says it has the duty to comply with the law (externally) and with the policies and procedures (internally). Its difference with Internal Audit is to prevent rather than detect. As we all know either an external or internal Auditor determines a scope based on the nature of its revision in order to analyze what is being doing vs. what it should be. (For more information refer to the article, Value: Internal Audit) The bottom line: an auditor analyzes something that already has happened (after). Meanwhile compliance should be involved before taking a decision. (I.e. a contract, hire key staff, new provider, etc.)

Compliance should be in charge of manage the money laundering risk, which is defined as to give legality to money that comes from illicit activities. Those illicit activities are several among: traffic of drugs, human organs and humans. Prostitution, forgery, pornography, bribes, etc. The term “illicit” depends upon the legal framework of each country. The criminal will look for “paradises to launder money”…those countries or companies which can help him to launder lots of money at a low cost in a very quick time.

A tax haven is defined as a territory where taxes are levied at a low rate or has a system of banking secrecy. This means that banks are not allowed to give to the authorities the information of their clients… the real owner… is a “top secret” and it has to be kept as that, unless there is a criminal complaint. Offshore companies (legal entity), refer to be incorporated or register on tax havens.

Therefore, for its characteristics tax havens are used by some people for purposes of confidentiality…others for launder money and others to pay less tax or hide money from the IRS. The latest two mean a crime: tax evasion.

But tax evasion differs from money laundering. Although both are crimes they have specific characteristics. Therefore, depending on the circumstances, someone can be accused of both or just one.

Then there is another key concept: political exposed person…“PEP”. It is defined as someone who is or has been entrusted with a prominent function. Historically PEPs have shown us that tend to be corrupt. Taking bribes is illicit money; dirty money. It has to be laundered. Someone who is corrupt does not want to be known as such, so the money has to be seen as “clean”… as legal.

One of the key elements to deter and prevent money laundering is to know your customer (“KYC”) and apply customer due diligence. (“CDD”) Countries, authorities and companies need to know who the real owner is, as well as who controls. Criminals use among many methods:  shell companies, front man or identity theft to disguise its identity; therefore verify who really is the owner, it is an extremely important control.

Although there is still an investigation carried out in Panama, it reminds us (again) the importance of internal control that companies should have and countries should promote. How many factors have in common with the Enron case?

-Worldwide there are flaws in the laws that generate legal technicalities that help criminals or there are still issues to be regulated. In Enron case energy wasn't regulated. Today it is the offshore industry.

-In both cases there were rumors of corruption.

-Lack of transparency: Enron didn’t present a Balance Sheet meanwhile in Panama due to bank secrecy information is not provided.

-Enron used “mark to market” for accounting valuation and afterwards a “hypothetical future value” among the creation of several companies to disguise the fraud and real owner. (It included a trust). Today in Panama it is reported a number of companies created by complex structures, also.

-Statements from both executives of companies were: “we didn't do anything wrong”. The rationalization is the same.

Regardless of the mentioned above and the importance of controls and managing risks there is something more transcendent: values. Why do people even knowing that something is wrong, they do it?

And the history…again is repeated…with so much similarities…




By Mónica Ramírez Chimal, México
Partner of her own consultancy Firm, Asserto RSC:  www.TheAssertoRSC.com

Author of the books, “Don´t let them wash, Nor dry!” and “Make life yours!” published in Spanish and English. She has written several articles about risks, data protection, virtual currencies, money laundering. Monica is international lecturer and instructor and has been Internal Audit and Compliance Director for an international company.

Friday, 20 November 2015

Generation Y - Customers of Tomorrow and Retail Banking



Each generation has its own consumption pattern and behavior, so there is no surprise that Gen Y, the millennials are different from the earlier generations. They were born into a world of instant information, internet, social networking and smartphones. Being raised in this environment, they prefer online, multichannel and swift services. 

In a few years time they will be the drivers of revenue in retail banking, dominating the financial space. Banks will need to adapt to their needs to meet challenges of developing products for them. Millennials are likely to switch banks if they don’t get what they expect, so it is crucial to understand their needs to be able to offer banking products and services with value.


Here are some pointers of what millennials actually expect and want from banks:


  • An account where deposits of any kind of income can be safely made
  • Easy, straightforward mechanism to do different types of payment
  • Money and bank services made accessible for any device
  • Real-time banking anytime, anywhere to see the latest balances, check and make payments
  • Receiving immediate balance updates
  • Advice, help and maybe guidance with personal finance, creating budgets, forecasting and planning
  • Personalized services tailored to their preferences, income and expenses, also getting deals and offers of relevant products and services
  • Flexible debit and credit card limits, loans at competitive rates
  • Accounts and debit/credit cards with low transaction fee and no annual fees
  • Freud protection: safe accounts, securely stored details and personal data. Having reliable security features without the forever taking process of login and authentication.


Fulfilling and successfully meeting their needs is critical for retail banks if they want not only to attract but to retain Gen Y customers.

Friday, 9 October 2015

Effective Ways For Customer Retention



Customer retention is vital for the survival of your business, making excellent customer service a top priority. Attracting and bringing in new customers is difficult, but losing your existing ones is rather easy and not so cost effective. A change of approach from product centricity to customer centricity is one step towards effective customer engagement, retention and brand loyalty.

How can it be achieved?

1. Make sure you keep your customers happy - A happy customer is a more loyal customer. Simple surveys can help you track customer satisfaction and get feedback on how you are performing, whether your service meets your customers’ expectations or there is still room for improvement. Listening to these feedbacks and considering your customers suggestions can help develope your business, improve service, make positive changes and retain customers.
2. Make life easier for customers - Reduce the work they need to do to get their problem solved. Make it extremely easy and straightforward to get in touch with you to get the support they need.
3. Excellency in customer service - Support your customers and become a trusted advisor.
“You must understand and appreciate exactly what your clients need when they do business with you—even if they are unable to articulate that exact result themselves. Once you know what final outcome they need, you lead them to that outcome—you become a trusted adviser who protects them. And they have reason to remain your client for a lifetime.” - (Jay Abraham - Getting Everything You Can Out of All You've Got: 21 Ways You Can Out-Think, Out-Perform, and Out-Earn the Competition)
Make your customers feel cared for. Good customer support can increase loyalty and motivate customers to do more business with your company. It is also very important to use the right words and empathy. If things do go wrong, make sure you recover well from service failure. Using the HEARD technique of The Disney Institute in these cases can help you prevent your customers leave with a bad taste in their mouth.


Using the right mixture of retention strategies can prevent customer churn, grow your business, increase revenue and keep your business ahead of the competition.

Monday, 5 October 2015

CUSTOMER-CENTERED RETAIL BANKING IS THE FUTURE



Customer engagement and retention has become a real issue for retail banks in today’s market. Customer behavior and needs are changing and there is an increased demand for personalized and more relevant banking experience. Many of the banks are facing challenges in retaining their existing customers, yet they are still trying hard to win new customers even though the process is expensive and time consuming. Banks should start focusing more on profitable customer relationships to increase customer acquisition, loyalty and engagement by being customer-centered. Customers are expecting more and understanding their needs can give a competitive edge against the competition.



Flexible, relationship-based pricing, customisable products and an effective reward/loyalty program can be attractive to customers and increase stronger brand loyalty which leads to profitability, growth and revenue potential. There is a great chance that customers stay longer with a bank that treats them well. They are more likely to recommend their banks to others, voluntarily becoming part of the sales team. Loyal customers will probably purchase more products and serving them is cost saving.


Data analytics can help banks understand customers and their preferences individually, predict their behavior, enabling them to build and tailor products, services and loyalty/reward strategies accordingly, making these programs more appealing and relevant to the diverse customer base.


There are endless options banks can offer through loyalty schemes e.g.: better interest rates on savings accounts, lower interest rates on loans, reduced account and ATM fees, air miles to different airlines, gift vouchers, cash back, discounts. Banks can partner up with retailers and different service providers to offer an even wider range of rewards. Providing more options to choose from gives customers control to let them manage their rewards and decide when and how to use them.


It is of course crucial to get the communication and marketing strategy right. Retail banks should send updates and news to customers via the channel of their choice and also leverage the benefits of social media. It can be used for getting customer service, marketing, getting feedback from consumers and it is also a key to customer engagement. The efficient use of social media gives opportunity for promotion, brand-building and a better insight to customer behavior and demands.



Today’s digital costumers have the chance to switch banks quicker than ever. Customer centricity is the way forward in the future of retail banking. It leads to better loyalty, increase in cross-selling and higher profits. The journey to customer centricity doesn’t happen overnight but it is definitely worth starting the process of change in approach.

Friday, 25 September 2015

THE IMPORTANCE OF MOBILITY IN RETAIL BANKING


Digital and mobile technology is constantly evolving in such a rapid way that sometimes it is hard to keep up there is no doubt about that. This digital revolution has an impact on every aspect of our everyday lives and it is changing the business world in every sector and the banking industry is no exception to that.


Freedom of banking anytime, anywhere

The most significant change is in mobile and online banking. Mobility is a key factor for today’s customers and it plays an increasingly large role in retaining these customers and attracting the younger generation. Mobility means convenience and immediacy at the same time and as the mobile world is evolving customer expectations are changing. Banking should make mobile an experience rather than just a service as this will probably become the main channel for millennials and the coming generations. Today’s and tomorrow’s consumers are using their digital devices for nearly everything with the help of the newest apps. Why not improve banking apps or online banking then to meet the expectations of these customers?

Life is not a 9-5, Monday to Friday box. Everyone should have a simple, free, direct, easy, action-oriented and secure way to do banking anywhere and anytime they want 24/7. The key is to make it simple and fast yet secure to manage banking activities.



Few pointers of what today’s consumers want



  • Banking where and when they want
  • Personalized service: tailored specifically to their needs, based on what features or tools they use most
  • Quick and easy problem solving: one-click tools instead of having to go through endless steps for paying someone or change personal account details.
  • Simple, quick, yet reliable and strong security features: quicker login and authentication process with cutting edge technology, biometrics
  • Having mobile wallet or online payment features like the biggest competitors in this area (Amazon, Apple, Google, Square or even PayPal)
  • QR code functionality to pay in real-time for goods
  • User-friendly mobile apps
  • Better loyalty programs and lower fees
  • Financial advice without having to go to a branch



Some of these expectations can be challenging for banks to meet but improvements need to be made in order to stay in the “game”. Making the right steps and decisions in this digital era can result in having better customer-loyalty and engagement which leads to increasing revenue and this can only be achieved if banks are meeting their customer expectations.