Azerbaijan, Baku, Sept. 19 / Trend E. Aliyev /
Bank VTB (Azerbaijan) plans to reduce the service time for one client three-fold, the bank's chairman Alexander Eremin told Trend on Wednesday.
"Our bank adheres to the procedures adopted in a centralised way," he said. "All loan decisions are made online. A branch credit specialist where an application was submitted does not make a decision about refusal or credit delivery to the client.
While the client is in a branch, a bank employee receives the decisions from the central office that is a response from lawyers, appraisers and so on. The online system, distributing the queries, was introduced. The temporary standards for customer service were then set."
According to him, the bank's specialists are constantly working on its development.
"At first this procedure has not worked well enough," he added. "One and a half hours was required for client servicing. Now this period has decreased to 48 minutes. As a result of the modernisation of the system which is now being conducted, the average service time per customer will be reduced up to 15 minutes and equal to our bank's indices in Russia."
VTB Bank (Azerbaijan) has been operating in the country since 2009, and is a subsidiary of OJSC VTB Bank. Some 51 per cent of its shares belong to JSC VTB Bank (Russia) and 49 per cent to AtaHolding. In the Russian banking market, VTB Group holds second place in all major indicators.
Amongst the Russian banks, JSC VTB Bank has the highest rating from the international rating agencies Moody's Investors Service, Standard & Poor's and Fitch.