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In Focus Risk


Less is more for modern credit risk teams, or Simplicity II


Adapting leaner processes and reacting positively to customer feedback has allowed for significant development


Harald Walitsch Head of the Consumer Finance Risk Team at CSOB, Czech Republic part of the KBC Group hwalitsch@csob.cz


We are simplifying our end-to-end credit processes continuously in line with customer feedback, which dictates that lean processes and customer convenience are elementary. We mapped all our processes end-to-end


and try continuously to improve them by reducing waste and increasing customer convenience. Some of the elements that we have considered include: l Customer feedback – we ask both our internal and external customers, on a regular basis, what they like and what they do not like about our financial services. This is done by means of a regular customer questionnaire and an evaluated customer-satisfaction index. l Lean processes – a process has to serve the customer and to satisfy them. Anything that is not really necessary or of low added value is systematically cancelled or replaced. We have drastically reduced requested data or data confirmations in credit applications and reduced it by surrogate models.


Everything we do must be convenient for the customer. One focus of this has been guaranteed limits for very low-risk customers with an approval rate of around 99.9%


l Customer convenience – everything we do must be convenient for the customer. One focus of this has been guaranteed limits for very low-risk customers with an approval rate of around 99.9%. l A focus on risk – our risk-assessment work needs to be strong also in process management, otherwise we would miss a lot of sales opportunities created by continuous improvement of risk processes and customer convenience.


The result The results for our business have been significant, with growing sales as we have seen a growth of portfolio volume at the same time as we have seen credit risk costs at levels which are far below those that were planned for. This has all come against the background of a stagnating market – sales and market volume have been stable across the past 12 months – with increasing credit-risk margins overall. CCR


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