CRMQuestions

1、AreaQuestionsStrategy Whatarethekeypointsofdifferentiationforitscreditproductsinthemarketplace(e.g.,pricing;applicationrequirements;approval/fundingturnaround,remoteaccess;etc.)?Howdothesevarybyproduct?Canyougetdata?HowdoesEverbrightmeasureuponeachdimension?Areanyinitiativesplanned/underwaytoaddress

2、competitivedeficiencies? WhatistheprimarymotivationforinvestinginnewCRMcapabilities(e.g.,lossavoidance,regulatorycompliance,shareholderconfidence,betterriskadjustedreturns)? DoesthebankevaluateBU/individualperformanceonariskadjustedbasis(e.g.,RAROC,RARORAC,EVA)? Philosophically,wouldmanagementprefer

3、higherriskswithhigherreturnsorlowerriskswithlowerreturn?Hasthebankachievedthispreference?Ifnot,whynot?Processes/ToolsOrigination/Approvals Docreditofficers(sales)haveanydelegatedlendingauthorities,orisallauthorityseparatedandcentralized?Ifso,towhatlevelandhowisthisdetermined?Ifnot,hasitalwaysbeenthu

4、s? Doesthebankutilizebinding-principlein“approvals(i.e.,“approved,subjecttoverificationofinformation”documentationrequiredpriortoapproval? Doesthebankmodifydocumentationrequirementsbasedonthestrengthofthecustomerscreditscore(e.g.,lowriskcustomersdon'thavetoproveassets)?Isthereamaterialdifference

5、betweenbestandworstcustomersintermsof(a)cycletime,(b)documentationrequirements? DescribethecreditscoringsystemDoesthescorecardproduceanautoecision(e.g.,-“autoapprove”,-reject”,"Judgmental")?Doesthemodelproduceastatisticalmeasureofdefaultlikelihood?Dodifferentproductsusedifferentscorecards?

6、),orisfullHowlongdoesittaketoscoreacustomer? Doesbankutilize“programpricing"(i.e.,pricingfixed“approved"customers-mskginbasedonexpecteddefaultratofportfolio)?Doesitallow-adjustedliskpricing(i.e.,rejectboundarysoftenedtoallowrisk-adjustedpricing)? Aresmallbusinesscustomersorganizedundertheb

7、ankbankingorganization?Ifyes,Whatcriteriadeterminesmallbusinesssegmentation?Hasthebankadopteda“programlending"approacofscorecardsforloandecisioning,limitedfinancialspreading)? Hasthebankconductedsurveystodetermineallocationofaccountofficertime(e.g.,sellingtime,documentationtime)?Ifso,whatwereth

8、eresults?Post-ApprovalDocumentationLoanMonitoringDoesthebank,asamatterofcourse,regularlyconductannualloanreviewsofitsretailandsmallbusinesscustomers?Ifso,Forwhatproducts/segmentsarethesereviewsconducted?Doesthebankuseaprioritizationschematomanagethenumberofreviewsthatmustbeconducted(e.g.,customergra

9、des,performance-,systemic-basedtriggers,etc.)?Whoconductsthesereviews(e.g.,accountofficers,specialistteams)?Arereviewforms/templatesdesignedtomatchtheintensityofreviewstoestimatedinherentrisk?Forcommercialcredits,areloancovenantsmonitoredproactivelyandexercisedasneeded?Areprocesses/proceduresinplace

10、toflaganddealwith“watchlist"cases(i.-depneiuency)?Areadhocreviewstriggeredforsensitiveindustriesandsystemicshocks(e.g.,SARSimpactonhoteliers)?Whotriggersthesereviews?CreditAuditDoesthebankperformpost-fundedreviewsofthesoundnessofcreditdecisions?Ifso,Describethescopeofthisreview.Isitprocedurally

11、oriented(e.g.,didA/Ocollectthreeyearsfinancialdataperpolicy)orjudgmentallyoriented(e.g.,werethreeyearssufficienttomakeforall(eg,use'sretailDoescreditauditreviewannualcreditreviewsaswellasnewapprovals?What“unit”conductsthisreviewandtowhomdoesitreport(i.e.,isitsufficientlyindependentfromthebankman

12、agement)?Describetheexperienceandseniorityofcreditauditstaff(e.g.aretheyasseniorandexperiencedasthebanksmostseniorlenders)?Whatpercentageoftotalexposure/creditofficersareauditedonanygivenyear?Howprominentlydocreditauditresultsfigureinaccountofficer/managementperformanceevaluations/incentives?Whataut

13、horitiesdoescreditaudithave(e.g.,cantheychangeacreditscore?Cantheyrecommenddisciplinaryaction?)Doescreditaudittracktrendsinauditfindings?Arethereformallinkstotrainingandprofessionaldevelopment?CreditCollections Whoisresponsibleforinitiatingcollectionactivitiesinthebank(e.g.,accountofficers,centralcr

14、editcollectionfunction)? Whatmethodology/criteria(e.g.,daysdelinquent,amountinarrears)doesthebankuse(ifany)toprioritizecollectionsactivitiesfordelinquentcustomers? Whatpercentageofcustomersare30/60/90daysdelinquent?Whatisthe"spontaneous"versus"assisted"recoveryrateforcustomerswho

15、are30/60/90daysdelinquent?Whatisthenetcostperyuanrecovered? Doesthebankexpediteforeclosure/proceedingsagainstthosecustomerswhoarenotexpectedtorecover,orisdefinitionofdefaultpurelytime-based?Arespecialistrecoveryteamsinplacetopickupwherecollectionteamsceasetobeinvolved? Arecollectionsactivities-cerpr

16、icductorstomcr-centric”(i.e.,mightacustomerwhoisdelinquentontwoaccountsreceivetwodifferentcalls)? Howareindividualcollectionseffortsmonitoredforefficiencyandeffectiveness?Note:Lookforevidencethatthebanktracksvolumeofcalls,commitmentsobtained,commitmentshonors,etc.Essentially,wearelookingforperforman

17、cemonitoringsimilartowhatonemightseeinacallcentreenvironment. Arespecialistteamsutilizedfor“hardcore"orcomplexdelinquents? Doesthecollectionfunctionaccommodatedifferentstrategiesfordifferentsegments(e.g.,high-value,lowvalue,smallbusiness,retail,etc.)?PortfolioManagement Doesthebankmaintainadedi

18、catedportfoliomanagementfunction? Whatdimensionsofportfolioriskaresystematicallytrackedandmonitored(e.g.,concentrationriskonly,interestrate/sectoralshockotherstressscenarios? Whatroledoesportfoliomanagementplayinsettinglimitsinthebank?Whattypesoflimitsexist(e.g.,industry/riskgrade/product/otherconce

19、ntrationlimits;transaction;obligor;product)? Areclear/establishpoliciesinplaceregardingproactivestepsandauthoritiestomanageconcentrationsapproachinglimits? Whatinformationdoestheportfoliomanagementteamproduceandwithwhatregularity?Whoaretheprimaryrecipientsofthisinformation? Howisportfolioprofitabili

20、tymeasured(e.g.,netinterest,RAROC,RARORAC,etc.)? Isportfoliomanagementorientedtoproactivemanagementofrisk-returnsinportfoliothroughformallinkstoanyofthefollowingmechanisms:oStrategicplanningoProductdevelopmentandpricingoPolicydevelopmentandlimitssetting(seeabove)oHedgingandmarketfacingactivitiesOrga

21、nizationRiskCommittees Whatcommitteesareresponsibleforoverseeingtheank'scredirisktakingandmanagementactivitiesandwhataretheirauthorities? Whatisthecommitteemembershipandfrequencyofmeeting? Whatinformationdomembersreview?Note:obtaincommitteereports,ifpossible Commentonthedepthofdiscussionandinsig

22、htachievedinthescommitteemeetings.Aretherisksandissuesunderstood?RiskManagementUnit Doesthebankmaintainadedicatedcreditriskmanagementfunction?Isthereoneunitcoveringallassetclasses?Orarethereseparateunitsforretail,commercial,interbank,etc.? Ifseparate,whoisresponsiblefordefiningandrecommendingenterpr

23、isewideriskstrategyandphilosophy?Howarerisksandinitiativesaimedatclosinggapsprioritizedacrossthegroup?DescribecurrentstaffingintheretailRiskManagementUnit:oTowhomdoesthefunctionreport?oWhatarethecurrentpositionsintheunitandwhatroledotheyserve?oByrole,whatauthoritieshavebeengranted?OrganizationStruct

24、ureNote:ObtainorganizationchartWho“owns”thefollowingcreditfunctions?oSettingandmaintainingpolicyoCreditapprovalsoCreditfundingoLoanmonitoring(annualreviews)oCreditservicingoDeterminingpricingstrategyoDevelopmentofcreditriskmodelsoCollectionsandrecoveryoPortfoliomanagementoCreditauditKPIs/IncentivesD

25、oKPIsattempttobalanceneedsofbusinesswithprinciplesofgoodriskgovernance(e.g.,notpurelyvolumedrivenKPIs,alsonotpurelyNPL-performance)?DescribeKPIsbyfollowingroles:oAccountofficers(sales)/Loanreviewstaff(ifdifferent)oCreditofficers(approvals)oPost-approvaldocumentationoCreditauditoCollectionsoRiskmanagementRiskAwareness Commentontheoverallqualityofthestaffinkeycreditriskroles? DoesthebankmaintainaprofessionallymanagedTrainingandDevelopmentfunction?HowarecoursesdesignedanddeliveredNote:lookforformallinkageswithcredit/internalauditfunctions,riskm