COMPANY
PROFILE
https://www.hdfcbank.com/
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ABOUT THE COMPANY
HDFC Bank is one of India’s leading private banks and was among the first to receive approval from the
Reserve Bank of India (RBI) to set up a private sector bank in 1994.
As of December 31, 2024, the Bank’s distribution network was at 9,143 branches and 21,049 ATMs
across 4,101 cities / towns as against 8,091 branches and 20,688 ATMs across 3,872 cities / towns
as of December 31, 2023. 51% of our branches are in semiurban and rural areas.
The Bank’s international operations comprises four branches in Hong Kong, Bahrain, Dubai and an IFSC
Banking Unit (IBU) in Gujarat International Finance Tech City. It has five representative offices in Kenya,
Abu Dhabi, Dubai, London and Singapore. The Singapore and London offices were representative
offices of erstwhile HDFC Limited and became representative offices of the Bank post the merger. These
are for providing loans-related services for availing housing loans in India and for the purchase of
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properties in India.
MISSION AND VALUES
HDFC Bank’s mission is to be a world class Indian bank. We have a two-fold objective: first, to be the
preferred provider of banking services for target retail and wholesale customer segments. The second objective
is to achieve healthy growth in profitability, consistent with the bank’s risk appetite.
The bank is committed to maintaining the highest level of ethical standards, professional integrity,
o corporate governance and regulatory compliance. HDFC Bank’s business philosophy is based on five
c core values: Operational Excellence, Customer Focus, Product Leadership, People and Sustainability.
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COMPANY PROFILE
Full Name: Housing Development Finance Corporation Bank Limited
Founded: August 1994
Headquarters: Mumbai, Maharashtra, India
Founder: Hasmukhbhai Parekh
Current CEO: Sashidhar Jagdishan (as of 2024)
Parent Company: HDFC Ltd. (merged with HDFC Bank in 2023)
Stock Listings: BSE & NSE
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AREAS SERVED
Retail Banking Wholesale/Corporate Banking
Auto Loans Current Account
Working Capital Facilities Cash Management Services
Credit and Debit cards Fixed and Recurring Deposits
Term Lending Wholesale Deposits
Personal Loans Corporate Salary Accounts
Project Finance Letters of Credit and Guarantees
Home Loans Construction Equipment Finance
Debt Capital Markets Custodial Services
Gold Loans Agri and Tractor Loans
Mergers and Acquisitions Correspondent Banking
Mortgages SHG Loans
Trade Credit Construction Finance
Commercial Vehicle Finance Kisan Gold Card
Supply Chain Financing Forex and Derivatives
Retail Business Banking Healthcare Finance
Savings Account Offshore loans to NRIs Commercial and Rural Banking
Current Account NRI deposits
Working Capital Loans Liabilities
Term Loans CASA Accounts
Treasury
Supply Chain Management Fixed Deposits
Foreign exchange & derivatives Equities Project Finance Salary Account
Solutions on hedging strategies Research - Reports & commentary Export Finance Trade Finance
Trade solutions - domestic and on markets and currencies Tractor Finance Bank Guarantee/LCs
cross border Asset liability management Infrastructure Finance International Trade
Bullion Statutory reserve Crop Loan/Farmer Finance FX Advisory
Debt capital markets 5
KCC Trade Flows & Derivatives
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CAPITAL STRUCTURE
As on 31-March-2024, the authorized share capital of the Bank is ₹ 1190.61
crore. The paid-up share capital of the Bank as on the said date
is ₹ 7,59,69,10,662 comprising of 7,59,69,10,662 equity shares of the face
value of ₹ 1/- each. 13.54% of the equity is held by the ADS Depositories in
respect of the Bank's American Depository Shares (ADS). Further, 41.36% of
the equity is held by Foreign Institutional Investors (FIIs)/Foreign Portfolio
Investors (FPI) and the Bank has 41,21,815 shareholders.
The equity shares are listed on the BSE Limited (BSE) and The National Stock
Exchange of India Limited (NSE). The Bank's American Depository Shares
(ADS) are listed on the New York Stock Exchange (NYSE) with symbol 'HDB'.
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CBOP & TIMES BANK
AMALGAMATION
On May 23, 2008, the amalgamation of Centurion Bank of Punjab (CBoP) with HDFC Bank
was formally approved by Reserve Bank of India to complete the statutory and regulatory
approval process. As per the scheme of amalgamation, shareholders of CBoP received one
share of HDFC Bank for every 29 shares of CBoP.
The amalgamation added significant value to HDFC Bank with an increased branch network,
geographic reach, customer base, and a larger pool of skilled manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (a new private
sector bank promoted by Bennett, Coleman & Co. or Times Group) was merged with HDFC
Bank Ltd., effective February 26, 2000. This was the first merger of two private banks in the
new generation private sector banks. As per the scheme of amalgamation approved by the
shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received one share of HDFC Bank for every 5.75 shares of Times Bank.
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CORPORATE SOCIAL RESPONSIBILITY
HDFC Bank's Corporate Social Responsibility (CSR) initiatives operate under its flagship program,
"Parivartan," focusing on sustainable and inclusive growth. The bank's CSR efforts are centered on five key
areas: rural development, education, skill development and livelihood, healthcare and hygiene, and
environment and sustainability.
Under the Holistic Rural Development Program (HRDP), the bank improves water resources, sanitation, healthcare,
and education in villages. It also empowers women and small businesses through the Sustainable Livelihood Initiative
(SLI).
In education, HDFC Bank provides scholarships and digital learning programs while enhancing school infrastructure. The
Educational Crisis Scholarship (ECS) helps students facing financial hardships.
For healthcare, the bank runs mobile medical vans, sanitation projects, and large-scale blood donation drives. These initiatives
aim to improve health and hygiene in underserved areas. HDFC Bank also promotes environmental sustainability through tree
plantations, water conservation, and renewable energy adoption. As one of India's top CSR spenders, the bank ensures its
initiatives create long-term impact, contributing to the nation's social and economic development. 8
COMPETITORS
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QUESTIONS FOR SALES
1. How does the structured bundled offering of products and services enhance customer acquisition and
retention in retail banking?
The structured bundled offering allows personal bankers to provide a comprehensive suite of financial products
tailored to a customer's needs. By offering a combination of savings accounts, fixed deposits, credit cards, and
investment options in a single package, bankers can increase customer engagement and loyalty. This approach not
only simplifies financial decision-making for customers but also enhances cross-selling opportunities, leading to
deeper relationships and higher customer lifetime value.
2. What role does attrition control play in portfolio management, and how can proactive engagement minimize
account closures?
Attrition control is crucial in maintaining a stable customer base and preventing revenue loss. By closely
monitoring large fund movements and reaching out to customers at risk of attrition, personal bankers can identify
potential concerns and offer solutions such as better interest rates or tailored financial advice. Regular
engagement, including periodic check-ins and personalized offers, ensures customers feel valued and remain with
the bank, reducing churn.
3. Why is penetration of fixed deposits (FDs) to unique customers an essential strategy for sales growth?
Fixed deposits provide a stable and predictable source of funds for banks while offering customers a secure
investment option. Encouraging customers to open FDs enhances their financial engagement with the bank, leading
to increased deposit retention. By leveraging data mining and analytics, personal bankers can identify potential FD
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prospects, offer competitive rates, and cross-sell additional financial products, thereby maximizing wallet share.
QUESTIONS FOR SALES
4. How does effective cross-selling of ‘sticky products’ like Demat and Bill Pay contribute to deepening customer
relationships?
Sticky products, such as Demat accounts and Bill Pay services, create long-term engagement by integrating
customers into the bank’s ecosystem. When customers use these services regularly, they become less likely to
switch to competitors. Personal bankers who effectively cross-sell these products not only enhance revenue
streams but also strengthen the customer's dependence on the bank, fostering long-term loyalty.
5. In what ways does leveraging corporate salary accounts contribute to customer retention and cross-selling
opportunities?
Corporate salary accounts serve as an entry point for acquiring and retaining high-value customers. Since these
accounts receive monthly salary credits, they offer bankers the opportunity to cross-sell loan products,
investment solutions, and credit cards. By proactively engaging with customers who might transfer their salary
accounts to other banks, personal bankers can address their concerns, offer tailored benefits, and reinforce the
bank’s value proposition, ultimately securing long-term relationships.
6. How does the utilization of sales resources like BDR/COEX optimize sales performance in retail banking?
The strategic use of sales resources such as Business Development Representatives (BDRs) and Customer
Outreach Executives (COEX) enhances customer acquisition and service efficiency. By delegating lead generation
and follow-ups to specialized teams, personal bankers can focus on high-value engagements and portfolio
management. This division of labor ensures that sales efforts are streamlined, enabling targeted pitching of
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products based on customer profiles, leading to improved conversion rates.
QUESTIONS FOR SALES
7. What is the significance of maintaining a structured Daily Sales Report in retail banking operations?
A structured Daily Sales Report (DSR) provides visibility into individual and team performance, helping bankers
track progress against targets. It enables real-time monitoring of key metrics such as new customer acquisitions,
cross-sell ratios, and lead closures. Regular analysis of the DSR allows managers to identify sales trends, allocate
resources effectively, and implement corrective actions to drive consistent revenue growth.
8. How does the penetration of savings accounts among non-liability customers contribute to revenue
maximization?
Converting non-liability customers into active savings account holders strengthens the bank’s deposit base and
increases cross-selling opportunities. Since savings accounts serve as an entry-level banking relationship, they
provide touchpoints for offering additional products like FDs, credit cards, and investment plans. This strategy not
only enhances customer engagement but also drives fee-based income through transactional services.
9. Why is proactive engagement with customers on the marketing analytics attrition list critical for retention?
Identifying and engaging customers flagged by marketing analytics as potential attrition risks allows banks to
address concerns before they lead to account closures. Proactive measures, such as offering personalized financial
solutions or exclusive benefits, reinforce customer loyalty. By analyzing transaction patterns and reaching out at
the right time, personal bankers can prevent churn and maintain portfolio stability.
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QUESTIONS FOR SALES
10. How does CRMNext aid in managing customer relationships and improving sales efficiency?
CRMNext is a powerful tool that enables personal bankers to document interactions, track leads, and schedule
follow-ups systematically. By maintaining a detailed customer history, bankers can personalize their sales
approach, recommend relevant financial products, and ensure timely service delivery. This data-driven approach
enhances customer experience and improves conversion rates, leading to stronger relationship management.
11. What is the impact of ensuring Income Product Group Holding (IPH) targets are met within a customer
portfolio?
Meeting IPH targets ensures that each customer portfolio generates sustainable revenue through diversified
financial product adoption. By strategically bundling savings products with high-yield offerings like loans, mutual
funds, and insurance, bankers can optimize profitability. A well-balanced IPH reduces reliance on a single revenue
stream and enhances customer lifetime value.
12. How does the active promotion of digital banking channels improve sales and customer retention?
Encouraging customers to use digital banking services such as mobile banking, net banking, and bill payments
increases transactional engagement and reduces service costs. Digital adoption fosters customer convenience,
improving satisfaction and retention. Moreover, digitally active customers are more likely to explore investment
and credit products, creating additional cross-selling opportunities.
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QUESTIONS FOR SALES
13. Why is periodic engagement with customers who have not transacted crucial for portfolio sustainability?
Regular interaction with dormant customers helps identify reasons behind inactivity and provides opportunities to
re-engage them with customized banking solutions. By understanding their financial needs and addressing
concerns, bankers can reactivate usage, prevent attrition, and potentially upgrade them to higher-value segments.
This approach ensures continued account activity and strengthens the overall portfolio.
14. How does targeting family accounts contribute to the expansion of a bank’s customer base?
Acquiring family accounts leverages existing relationships to expand the bank’s footprint within customer
networks. This approach increases product penetration by offering bundled solutions tailored to family needs,
such as joint accounts, add-on credit cards, and group insurance plans. Strengthening family-based banking
relationships enhances overall engagement and improves account stickiness.
15. What role does customer wallet size enhancement play in making the bank a primary financial partner?
Increasing wallet share ensures that customers consolidate their financial activities within the bank, leading to
greater revenue generation. By understanding customer banking habits and strategically offering complementary
products like investment plans, loans, and wealth management services, personal bankers can drive exclusivity.
This approach minimizes competitive threats and strengthens long-term financial partnerships.
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QUESTIONS FOR CUSTOMER SERVICE
Q1. WHAT ARE THE SERVICES PROVIDED BY THE HDFC TO THE CUSTOMER?
HDFC provides a range of services to its customers including banking, loans, insurance, investments, and
credit cards.
Banking services such as savings accounts, current accounts, and fixed deposits
Loan services such as personal loans, home loans, and car loans
Insurance services such as life insurance, health insurance, and motor insurance
Investment services such as mutual funds, stocks, and bonds
Credit card services with various benefits and rewards.
Q2. WHICH PRODUCT IS MORE PROFIT TO BANK?
The mortgage product is more profitable to the bank.
Mortgage loans typically have higher interest rates, resulting in more profit for the bank.
Banks earn additional income through fees and charges associated with mortgage products.
Mortgage loans have longer repayment terms, allowing the bank to earn interest over a longer period.
The bank can also sell mortgage loans to investors, generating additional profit.
Compared to other products like personal loans or credit cards, mortgages generally have higher loan
amounts, leading to more profit.
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QUESTIONS FOR CUSTOMER SERVICE
Q3. WHAT KINDS OF LOANS DO YOU KNOW THAT BANK GIVES?
Banks offer various types of loans depending on the borrower's needs and eligibility.
Personal loans
Home loans
Car loans
Education loans
Business loans
Credit card loans
Gold loans
Loan against property
Overdraft facility.
Q4. WHAT IS THE FULL FORM OF HDFC? WHAT IS CASA?
HDFC stands for Housing Development Finance Corporation. CASA stands for Current Account Savings Account.
HDFC is a leading financial institution in India that provides a range of financial products and services.
It was founded in 1977 and is headquartered in Mumbai.
CASA is a type of bank account that combines a current account and a savings account.
It is a low-cost source of funds for banks and helps them to maintain a stable source of deposits.
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HDFC has a strong CASA ratio, which indicates a high proportion of low-cost deposits in its funding mix.
QUESTIONS FOR CUSTOMER SERVICE
Q5. How do you handle and resolve customer complaints?
I follow a structured approach:
Listen carefully to the customer and acknowledge their issue.
Record the complaint as per company guidelines.
Investigate and escalate if needed.
Provide a clear resolution within the stipulated TAT.
Communicate closure to the customer and file a record for future reference.
Q6. What is preventive complaint management? How would you implement it?
Preventive complaint management involves identifying and addressing potential issues before they become
complaints. I would analyze past complaints to identify trends, monitor customer interactions for potential
dissatisfaction, and proactively educate customers on common issues and solutions.
Q7. How do you handle feedback from customers who are not complaining?
Feedback from non-complaining customers is crucial for improvement. I would actively ask for feedback after
every interaction or service and treat it as an opportunity for growth. Positive feedback can be used to
reinforce good practices, while constructive feedback can help identify areas of improvement.
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QUESTIONS FOR CUSTOMER SERVICE
Q8. How would you handle a situation where a customer is dissatisfied even after resolving the issue?
I would empathize with the customer, acknowledge their dissatisfaction, and ask for any specific suggestions
or feedback. If necessary, I would escalate the issue to a senior authority to ensure a higher level of support
and demonstrate the bank’s commitment to customer satisfaction.
Q9. How does the Core Banking System (CBS) work?
CBS is a centralized platform that enables customers to access their accounts and conduct transactions
across all branches. It allows for real-time processing of transactions, account updates, and balance checks.
CBS integration is essential for multi-channel banking (e.g., ATMs, internet banking, mobile banking).
Q10. What steps are involved in a chargeback process for failed transactions?
Complaint Logging: The customer logs a complaint regarding the failed transaction.
Verification: The bank verifies the transaction status in the payment system.
Dispute Resolution: Initiate a chargeback if the transaction was not completed.
Reversal: Credit the customer’s account or escalate the case to the merchant/acquiring bank.
Closure Communication: Notify the customer when the chargeback is complete.
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QUESTIONS FOR CUSTOMER SERVICE57.1
Q11. What is NEFT, RTGS, and IMPS? How do they differ?
NEFT (National Electronic Funds Transfer):
Operates in batches (hourly).
Used for transferring funds to any bank in India.
No minimum limit, but TAT may vary.
RTGS (Real-Time Gross Settlement):
Real-time settlement of large-value transactions.
Minimum limit: ₹2 lakh, no upper limit.
IMPS (Immediate Payment Service):
24/7 availability.
Real-time transfer with no minimum limit, generally for smaller transactions.
Q12. What are HDFC Bank’s digital banking channels, and how do they work?
HDFC Bank offers:
Internet Banking: Enables customers to view account details, transfer funds, and pay bills online.
Mobile Banking App: Provides banking services on mobile devices.
ATMs: Allow cash withdrawals, deposits, and balance inquiries.
Phone Banking: Enables transactions and inquiries via phone calls.
UPI (Unified Payments Interface): A real-time payment system for easy money transfers using UPI IDs.
Q13. What is Two-Factor Authentication (2FA), and why is it used?
2FA is a security measure that requires two forms of identification before accessing an account—typically a password and an OTP or 19
biometric verification. It ensures greater security for online transactions and prevents unauthorized access.
QUESTIONS FOR CUSTOMER SERVICE
Q14. WHAT IS TAT?
TAT stands for Turnaround Time in banking and business contexts. It refers to the time taken to complete a
particular process, service, or transaction from the time it is initiated to the time it is resolved or delivered.
Examples of TAT in Banking:
1.Account Opening: The time from when a customer submits their documents to when the account is fully
active.
2.Complaint Resolution: The time taken to resolve and close a customer complaint.
3.Loan Processing: The time between applying for a loan and disbursal of the loan amount.
4.Transaction Processing: The time for completing fund transfers (e.g., NEFT or RTGS).
Q15. WHY IS TAT IMPORTANT?
Customer Satisfaction: Faster resolutions improve customer experience.
Operational Efficiency: Helps banks identify delays and optimize processes.
Compliance: Regulatory bodies often set specific TATs for services like complaint handling
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QUESTIONS FOR CUSTOMER SERVICE
PREVENTIVE COMPLAINT MANAGEMENT
Preventive Complaint Management refers to proactively identifying potential issues and resolving them before they escalate into
formal customer complaints. In a banking context, this approach helps improve customer satisfaction and reduces the overall
volume of complaints.
How Preventive Complaint Management Works:
1.Identifying Patterns & Trends:Analyze past customer complaints to identify recurring issues or service bottlenecks.
2.Proactive Monitoring:Monitor customer interactions and feedback to detect signs of dissatisfaction before they turn into
complaints.
3.Customer Education:Educate customers about common issues, such as online banking usage, transaction limits, or account
opening requirements, to minimize confusion or errors.
4.Process Improvements:Streamline processes or policies that are prone to errors or delays (e.g., reducing documentation errors for
account opening).
5.Feedback Solicitation: Regularly seek feedback from customers to uncover potential issues that might not have been reported yet.
6.Training Staff: Train front-line staff to anticipate customer needs, provide clear communication, and handle inquiries with
empathy and professionalism.
7.Service Audits: Conduct regular audits of customer service touchpoints to identify any gaps or areas for improvement.
Example:
If frequent complaints are received about delayed account activation, preventive measures might include automating verification
processes, ensuring clear documentation requirements, and regularly updating customers on the progress.
By using preventive complaint management, banks like HDFC can enhance customer satisfaction and build long-term loyalty. 21
THANK
YOU
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