The Lower Austrian Raiffeisen banks

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Retail banking in Vienna From transaction to service driven banking: RLB is introducing “assisted self-service” at remodelled branches like this one in Vienna’s Heiligenstadt district. Pictured here, Martin Dirnberger, teamleader at the branch. RLB has more retail customers than ever before. In the year just ended the Bank had 120,000 personal account holders in Vienna – 12,000 more than in 1999. In order to provide a rapidly growing number of customers with still better and more efficient services, we continued our branch modernization programme. Another 15 outlets were converted into modern, advice centred facilities with large self-service foyers. By March 2002 all RLB’s high-street branches in Vienna will have been given a completely new look. Since 2000 all the Vienna branches have had opening hours from 8 am to 5.30 pm, and customer relationship managers have been available to give advice throughout the working day. Twelve outlets normally stay open at lunchtime. In order to strengthen the profitability of our retail banking business we have significantly expanded our range of services. By 2000 the Bank was already generating a third of its earnings from services. For instance, investment fund sales rose by 17 percent, outperforming the market as a whole. Money under management: personal and small business customers ATS m, as of 31 Dec. 1996 19 97 1998 1999 2000 Money under management, i.e. funds invested by personal and small business customers in Vienna, increased by 13.6 percent or ATS 5 bn in financial 2000, to stand at some ATS 42 bn. “Property instead of renting” was the theme of the “Home Ownership Saturdays” held in March. In response to the wish of 85 percent of all Viennese to own their homes, the Bank invited customers to find out about a variety of financing models. The Raiffeisen advisers stressed that home ownership increases residents’ creditworthiness, Retail banking in Vienna 31,218 32,691 34,467 37,026 42,068 New services bringing increased earnings Money under management Retirement and home loan saving 27
28 Self-service winning favour Banking on the Web Credit and cash cards growing in popularity and is no dearer than renting at current interest rates. Ten Vienna branches opened on the four “Home Ownership Saturdays” to provide customer advice. Meanwhile, demand for retirement saving products is growing rapidly. In November our personal banking staff and 40 Vienna tax advisers staged an information drive on tax-efficient investments, held on four “Pension Saving Saturdays”. This focused on mixed funds and unit-linked life assurance policies. In July 2000 a Raiffeisen account holder made the 100,000th electronic transfer at an RLB terminal. Self-service is increasingly winning favour with customers. The number of transfers made via account maintenance terminals rose from 4,989 in January 2000 to 20,732 in December. By the end of 2000 all our Vienna branches will have these money transfer terminals, which can also provide information on account balances and movements, as well as standing orders. RLB customers are increasingly making use of the opportunities for electronic access to their accounts. The number of e-banking accounts registered a year-on-year increase of 67.6 percent. By year end almost 33,000 of the 97,000 current accounts were already equipped with e-banking functions. In March 2000 Raiffeisen.direkt account holders became the first bank customers in Austria to be able to carry out their banking transactions by mobile phone, using WAP technology. The EC and the Maestro cards, which can be used in Austria and abroad for both cashless payments and cash withdrawals, are enjoying ever-increasing popularity. During the year under review the number of cards issued by RLB rose by 11.3 percent to 43,836. Credit card sales were also up in 2000; there was a 10 percent year-on-year increase in the number of card holders to 24,000. These customers use their Visa and Master cards both as a means of payment and as a way of obtaining attractive additional benefits such as travel insurance. Retail banking in Vienna In cooperation with the Vienna Chamber of Lawyers the Vienna banks have created an electronic register of trusts. RLB is sup- porting the new system, thereby enabling lawyers to administer trusts under the new provisions of Section 9 of the regulations for the professional training of lawyers. In line with the Bank’s efforts to offer customers timely safeguards against potential financial difficulties, RLB introduced new “Money & More” loans which come with unemployment and invalidity insurance. In the event that the borrower loses his/her job, after three months of unemployment the insurance pays the instalments on the loan and continues to do so for up to 12 months; in case of invalidity the policy may cover the entire remaining repayment period. RLB reacted to the introduction of university fees in Austria by introducing a special type of student loan, extended on extremely attractive terms. We are also the first bank to offer to reimburse all graduates’ university fees for the entire duration of their studies when they get a job. The offer applies to all fields of study, and is open to students after six months of banking with RLB. It covers the fees for the average length of study in a given discipline. In financial 2000 RLB’s advertising on billboards and lamp posts, and at underground stations, tram and bus stops was a prominent part of the Vienna cityscape. In the 1999 –2000 period, increased exposure, promotion of advice days and customer events, and a significantly expanded press relations effort increased awareness of RLB among the local population by one-third, to about 50 percent . Retail banking in Vienna Electronic register of trusts administered by lawyers Money&More – the first personal loans with unemployment insurance Student loans Catching up fast in terms of awareness and approval 29
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The Lower Austrian Raiffeisen banks

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