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PREFACE

´Experience is the best teacherµ

This saying is very well applicable in everyone s life. Therefore as a student of management it must apply to me also, till date, throughout the MBA course at college I have studied many principles Of management and the application of these principles in the successful organizations by successful MANAGERS, but what I really wanted from my course was to experience this theory PRACTICALY .Then the question arises that from where can I get this experience. Obviously I must undergo practical training. To serve this purpose i have undergone 50 DAYS Summer Training at HDFC BANK and as an outcome i have prepared this project report. This project report on

CUSTOMER RELATIONSHIP MANAGEMENT IN NRI BANKING
is as per guidelines prescribed by IMED for MBA-GEN students. The experience of this training was very useful in understanding the real working of a successful Organization.

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ACKNOWLEDGEMENTS

´There is no such thing as a self-made man, we all are made up thousands of othersµ ² George Adams.

If words are considered to be signs of gratitude then let these words Convey the very same,my sincere gratitude to HDFC BANK for providing me with an opportunity to work with the BANK and giving necessary directions on doing this project to the best of my abilities. I am highly indebted toMr.Mohib-ul-Hamid, NRI Banking Relationship Headfor Jammu and Kashmir Division at HDFC Bank Srinagar Kashmir who has provided me with the necessaryinformation and also for the support extended out to me in thecompletion of this report and his valuable suggestion and comments onbringing out this report in the best way possible. I also thank my project guideMs.SonaliDharmadhikari, ofmy college IMED (Bhartividyapeeth University)Pune ,who hassincerely supported me with the valuable insights into the completionof this project.

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(CRM) CUSTOMER RELATIONSHIP MANAGEMENT IN (NRI) BANKING

4 A .

5 Company Profile .

The essential role of a bank is to connect those who have capital (such as investors or depositors). with those who seek capital (such as individuals wanting a loan.6 TYPE OF ORGANIZATION (BANKING INDUSTRY) WHAT IS A BANK? A bank is a financial intermediary that accepts deposits and channels those deposits into lending activities. banks have historically owned major stakes in industrial corporations while in other countries such as the United States banks are prohibited from owning . Banking is generally a highly regulated industry. In some countries such as Germany. and are also active players in financial markets. The current set of global standards is called Basel II. and government restrictions on financial activities by banks have varied over time and location. or businesses wanting to grow) . Banks are a fundamental component of the financial system.

as most banks offer insurance services (and now real estate services) to their clients. The oldest bank still in existence is Monte deiPaschi di Siena. Italy. there are traces of banking activity even in times ancient . bankassurance is prevalent. Banks borrow money by accepting funds deposited on current accounts.7 Non-financial companies. and by issuing debt securities such as banknotes and . which attempt to offer their customers the full spectrum of financial services under the one roof. he adquartered in Siena. and ATM. who used to make their transactions above a desk covered by a green tablecloth. which indicates that the word 'bank' might not necessarily come from the word 'banco'. which has been operating continuously since 1472. paying cheques drawn by customers on the bank. The name bank derives from the Italian word banco "desk/bench". In Japan. banks are usually the nexus of a cross shareholding entity known as the keiretsu. However. Banks also enable customer payments via other payment methods such as telegraphic transfer. The most recent trend has been the advance of universal banks. EFTPOS. and collecting cheques deposited to customers' current accounts. Banking (Standard activities) Banks act as payment agents by conducting checking or current accounts for customers. In France. used during the Renaissance by Jewish Florentine bankers. by accepting term deposits.

27 public sector banks (that is with the Government of India holding a stake). and money market funds. India has 96 scheduledcommercial banks (SCBs) . by making instalment loans. but non-bank lenders provide a significant and in many cases adequate substitute for bank loans. Banks borrow most funds from households and non-financial businesses. individuals and governments.000 ATMs. Non -banks that provide payment services such as remittance companies are not normally considered an adequate substitute for having a bank account.8 bonds. BANKING SECTORIN INDIA Currently. Banks lend money by making advances to customers on current accounts. and by investing in marketable debt securities and other forms of money lending. Banks provide almost all payment services. They have a combined network of over 53. they may be publicly listed and traded on stock exchanges) and 38 foreign banks. 31 private banks (these do not have government stake. According to a report by .000 branches and 49. cash management trusts and other non -bank financial institutions in many cases provide an adequate substitute to banks for lending savings to. and a bank account is considered indispensable by most businesses. and lend most funds to households and non-financial businesses.

the public sector banks hold over 75 percent of total assets of the banking industry.9 ICRA Limited.5% respectively . a rating agency. with the private and foreign banks holding 18.2% and 6.

10 PROMOTER OF THE COMPANY HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. HDFC has developed significant expertise in retail mortgage loans to different market segments and . the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. Since its inception in 1977.

. as Part of the RBI's liberalization of the Indian Banking Indus try in 1994.11 also has a large corporate client base for its housing related credit facilities. HDFC BANK LTDwas amongst the first to set up a bank in thePrivate sector. a strong market reputation. HDFC was ideally positioned to promote a bank in the Indian environment . Founderand Chairman-Emeritus. The Housing Development Finance Corporation Limited (HDFC) was Amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. of HDFC Group. large shareholder base and unique consumer franchise. HISTORY OF THE ORGANIZATION If ever there was a man with a mission it was HasmukhbhaiParekh. With its experience in the financial markets.

HDFC was ideally positioned to promote a bank in the Indian environment.400 crore). with its registered office in Mumbai. Since its inception in 1977. And realized that only a single minded focus on product quality and service excellence would help them get there. HDFC BANK is proud to say that they are well on their way towards that goal. HDFC is India's premier housing finance co mpany and enjoys an Impeccable track record in India as well as in international markets. HDFC BANK has made it to the prestigious Forbes Asia s Fabulous 50 List of Companies. the Corporation has maintained a Consistent and healthy growth in its operations to remain the market leader in mortgages. HDFC Bank Commenced operations as a Scheduled Commercial Bank in January 1995. large shareholder base and unique consumer franchise.HDFC Bank began operations in 1995 with a simple mission : to be a World Class Indian Bank. a strong market reputation.12 The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited'. With its experience in the financial markets. Its outstanding loan portfolio covers well over a million dwelling units. India.Called Fab 50 in s hort. Today. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. For the fourth year in a row . . chosen from 910 publicly traded (listed) companies in Asia Pacific with revenues or market capitalization in excess of $3 billion(INR 14.

13 AWARDS EUROMONEY A ARDS 2010 BEST BANK IN INDIA Be Asia Money 2009 A ards Do e c Bank in India §¦ © §¦ ¨ §¦ §¦ Mo Econo ic Ti s B nd Equit & Ni ls n Research Annual survey 2009 Tru ed Brand .Runner Up ¢¢ ¥ ¤£ ¢¡ ¡   .

14 IBA Ban in Be IT Go ernance Award .Runner up Asian Ban er Excellence in Retail Financial Services Asian Banker Best Retail Bank in India Award 2009 FINANCE ASIA COUNTRY A ARDS FOR AC IEVEMENT 2008 BEST BANK AND BEST CASH MANAGEMENT BANK CNN-IBNIndian of the Year (Business) Nassco IT User A ard 2008 Best IT Adoption in the Banking Sector #$ " !  Be Technolo y A ards 2009 Global Finance A ard Trade Finance Bank in India for 2009        .

15 Business IndiaBest Bank 2008 Asian Ban er Excellence in Retail Financial Services Best Retail Bank 2008 Asia moneyBest local Cash Manage ent Bank Award voted by Corporates Microsoft & Indian Express Group Security Strategist Award 2008 World Trade Center A ard of Honour For outstanding contribution to international trade services Financial ExpressErnst & Youn A ard ( Business TodayOne of India's "Most Innovative Co ) % & ' 0 % Forbes AsiaFab 50 co panies in Asia Pacific panies .

Asia Pacific HRM 'Employer Brand of the Year 2007 -2008' Award Business TodayBest Bank' Award 20 TYPES OF BUSINESS ACTIVITIES CARRIED OUT services and treas ry products to wholesale and retail customers The bank has 9 three key business segments 8 7 6 54 3 2 HDF B offe s a wide range of commercial and transactional banking 1 .16 Best Bank Award in the Private Sector category Global HR Excellence A ards .

trade services. which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. the Bank has made significant inroads into the banking consortia of a number of leading Indian corporates including multinationals. giving the customer a one stop window for all his/her banking requirements. blue -chip manufacturing companies in the Indian corporate to small & mid -sized corporates and agribased businesses. For these customers. Based on its superior product delivery / service levels and strong customer orientation. mutual funds. etc. stock exchange members and banks. the Bank provides a wide range of commercial and transactional banking services. RETAIL BANKING SERVICES The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services.17 WHOLESALE BANKING SERVICES The Bank's target market ranges from large. It is recognised as a leading provider of cash management a nd transactional banking solutions to corporate customers. transactional services. The products are backed by . including working capital finance. cash management. The bank is also a leading provider of structured solutions. companies from the domestic business houses and prime public sector companies.

The Bank also has a wide array of retail loan products including Au to Loans. etc. Phone Banking. the bank had a total card base (debit and credit cards) of over 13 million. The Bank is well positioned as a leader in various net based B2C opportunities including a wide range of internet banking services for Fixed Deposits. The HDFC Bank Preferred program for high net worth individuals. Loans against marketable securities. the bank has three main product areas . The Bank launched its credit card business in late 2001. providing customers the facility to hold their investments in electronic f orm. NetBanking and Mobile Banking. By March 2009. Personal Loans and Loans for Two -wheelers. information and advice on various investment avenues. Bill Payments. It is also a leading provider of Depository Participant (DP) services for retail customers.Foreign . Loans. Treasur Within this business.000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments.18 world-class service and delivered to customers through the growing branch network. the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions. The Bank is also one of the leading players in the merchant acquiring business with over 70. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. as well as through alternative delivery channels like ATMs.

With the liberalisation of the financial markets in India. advice and product structures. corporate need more sophisticated risk management information. The Treasury business is responsible for managing the returns and market risk on this investment portfolio. These and fine pricing on various treasury products are provided through the bank's Treasury team. and Equities. the bank is required to hold 25% of its deposits in government securities. . To comply with statutory reserve requirements. Local Currency Money Market & Debt Securities.19 Exchange and Derivatives.

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21 ORGANIZATIONAL STRUCTURE .

22 DIRECTOR·S Aditya Puri Managing Director Harish Engineer Executive Director Paresh Sukthankar Executive Director .

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match customer needs with product plans and offerings. and perhaps the customer directly could access information. salespeople. people providing service.24 INTRODUCTION TO CRM CRM (customer relationship management) is an information industry term for methodologies software and usually Internet capabilities that help an enterprise manage customer relationships in an organized way For e ample an enterprise might build a database about its customers that described relationships in sufficient detail so that management. remind A @ @ @ B .

this revolution in customer relationship management or CRM. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. This has required heavy doses of mass . has been referred to as the new mantra of marketing. marketers have been trained to acquire customers. Traditionally. This has created a worldwide market for CRM products and services of $34 billion in 1999 and which is forecasted by IDC to grow to $125 billion by 2004. either new ones who have not bought the product category before or those who are currently competitors customers. The essence of the information technology revolution and. in particular. 3The need to better understand customer behaviour and focus on those customers who can deliver long-term profits has changed how marketers view the world. know what other products a customer had purchased. Broadvision. customized experience. 1as it is called. companies have a greater ability today to establish. Net Perceptions. 2Companies like Siebel.piphany. the World Wide Web is the opportunity to build better relationships with customers than has been previously possible in the offline world. By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive. Indeed. E.25 customers of service requirements. nurture. Oracle. and sustain long-term customer relationships than ever before. and so forth. Kana and others have filled this CRM space with products that do everything from track customer behaviour on the Web to predicting their future moves to sending direct e-mail communications.

the tone of the conversation has change d from customer acquisition to retention.26 advertising and price-oriented promotions to customers and channel members. the answer is usually that acquisition dominates retention. A good thought experiment for an executive audience is to ask them how much they spend and/or focus on acquisition versus retention activities. account. and generate quality leads for the sales team. While it is difficult to perfectly distinguish the two activities from each other. and streamlining existing processes (for example. taking orders using mobile devices) . Today. CRM consists of:  Helping an enterprise to enable its marketing departments to identify and target their best customers. According to one industry view.  Assisting the organization to improve telesales. This requires a different mindset and a 3 different and new set of tools. and sales management by optimizing information shared by multiple employees. manage marketing campaigns with clear goals and objectives.

and effectively build relationships between the company. what is CRM and how does it change the way companies do business? The changes in the world have been so dynamic and so dramatic that the path is not necessarily all that obvious. How you treat this is a mission-critical business issue. . and distribution partners. How CRM impacts that business path is a continuing source of debate in the world of corporate management.  Providing employees with the information and processes necessary to know their customers. with the aim of improving customer satisfaction and maximizing profits. Despite the uncertainty of the economy. It has gone from being an important edge in the business world to a necessary tool for survival. understand their needs. The notion of the customer as king or queen is once again the rule. CRM is being thrust into corporate budgets and talked about as a critical initiative by hundreds of Fortune 1. its customer base.000 and tens of thousands of other companies.27  Allowing the formation of individualized relationships with customers. identifying the most profitable customers and providing them the highest level of service. CRM--Customer Relationship Management--has entered the mainstream. But.

But how do you not lag when customers ar e moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away? CRM is the answer. ´CUSTOMER RELATIONSHIP MANAGEMENTµ IN ´NRI BANKINGµ . This course will teach you how to select the right tools for your business-.28 Managing relationships with customers has become a critical organizational competency. which means damage to the bottom line. Lagging means lost customers. Customer Relationship Management. a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase.so it can grow today-and on into the future. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.

29 Services offered to NRI Customers and Qualit Assurance is itself a proper definition of ´CUSTOMER RELATIONSHIP MANAGEMENTµ At .

30 ACCOUNTS AND DEPOSITS .

24x7 with Net Banking Pay utility bills . NRE SAVINGS ACCOUNT NRE Savings Account lets the customer transfer the earnings to India conveniently with complete security. the Savings Account is the ideal way to grow your capital while abroad. With full repatriation for the interest earned and no tax liability. one can stay in complete control of the hard-earned income abroad. Transfer funds freely between India and abroad Earn higher interest rates on your account Pay ZERO tax on the interest earned on your NRE Account in India Withdraw cash easily and shop worldwide with International Debit Card Appoint a mandate to operate your account for you Transfer your funds freely to any place outside India Conduct transactions securely online. phone. He can repatriate the funds held in the account along with the interest earned at any point of time and he does n t even have to pay tax on the interest amount. With a host of direct banking channels available at his fingertips.electricity. mobile phone .31 SAVINGS ACCOUNTS Non-Resident Savings Account lets the customer to save the moneyin Indiancurrency.payment by a simple registration Get a personalised cheque book Get tax exemptions on interest earned and wealth tax .

32 Get your account details in the monthly statements FREE Avail of Safe Deposit Lockers at certain branches Invest in Mutual Funds by linking your NRE Savings Account to our Investment Savings Account NRO SAVING ACCOUNT Right from repatriating funds after applicable tax payments to operating the account through the various direct banking channels. . experience hassle-free banking from any corner of the world.

33 Withdraw cash and shop in India with your EasyShop NRO Debit Card Entrust a relative or friend with an additional ATM Card Local representative can operate the account with a Letter of Mandate Open an NRO Account jointly with an Indian Resident Conduct transactions online. NRE CURRENT ACCOUNTS Transfer and repatriate funds easily with your NRE Rupee Current Account. phone. wherein . Convenient banking options make your account accessible to you from anywhere in the world. Ideal for foreign nationals who have ESOPs Employee Stock Option Plan (ESOP) are the shares offered to the employees of a company. mobile phone registration payment by a simple Get a personalised cheque book Appoint a beneficiary to operate the account with the nomination facility Get your account details in the monthly statements free CURRENT ACCOUNTS At HDFC Bank. we offer you 2 options for Current Accounts. 24x7 securely with NetBanking Manage your account easily with PhoneBanking Bank from any metro in India with Intercity Banking Pay utility bills electricity.

anywhere. IndiaLink. NRO Rupee Current Account is an ideal account for foreign corporate bodies and foreign nationals on visits to India. Cheque LockBox. Telegraphic Transfers and Cheque / Draft for free Utilise account balance for repatriable investments as well as local payments in India Deposit your overseas earnings in the non-interest bearing Rupee account Avail of free ATM Card for the mandate holder in India Get an International Debit Card Get a personalised cheque book Operate your account.issued by Indian companies Repatriate your principal and interest amount fully Remit funds easily through Quickremit. Cheque LockBox.34 promoters decide to dilute their stake. IndiaLink. anytime with convenient banking channels like NetBanking NRO CURRENT ACCOUNT Park your Indian earnings or remit funds through various channels. Telegraphic Transfers and Cheque / Draft . Repatriate interest amount after payment of tax in India Remit funds easily through Quickremit. Employees are often given a share of the business after a certain length of employment or they can buy shares at any time.

anywhere. anytime with convenient banking channels Ideal for foreign corporate bodies & foreign nationals on visitor's visa to India A non-interest bearing Rupee denominated Current A/c to park your rupee earnings FIXED DEPOSITS Our Fixed Deposits allow you to make productive use of your earn ings in Indian currency. which offer you dual advantages or take care of any deficit in the Savings or Current Account linked with the Deposit.35 Deposit your Rupee earnings in the non-interest bearing Rupee account Open an account jointly with an Indian res ident Utilise account balance for repatriable investments as well as local payments in India Avail of free ATM Card for yourself and the mandate holder in India Get a personalised cheque book Operate your account. NRE FIXED DEPOSITS . Along with the easy repatriation. reduced tax liabilities. HDFC Bank Fixed Deposits include unique facilities of Super Saver and Sweep-In.

36 NRE Fixed Deposits are maintained in Indian Rupees. for self or others Repatriate your complete deposit (principal and interest) at any time Enjoy tax exemption from the entire deposit (pri ncipal and interest) Open the deposit jointly with any other NRI Avail of the nomination facility Earn interest at better rates than Libor Partially withdraw your deposits when needed Avail of the overdraft facility for self and for others NRO FIXED DEPOSITS Invest in NRO Fixed Deposits for high growth returns on your savings. 1 Crore. the Deposits are an ideal long -term investment option for you. or Rs. in marketable size. Maintained in Indian Rupees. Repatriate the principal and interest amount fully among the many other benefits. whichever is lower. Enjoy higher interest rate on your deposits Repatriate the interest on your deposit . Earn interest at higher rates than the Libor is an interest rate at which banks can borrow funds. from other banks in the London interbank market rate Partial withdrawal of the deposits is allowed Avail of overdraft up to 75% of the deposit.

for self or others Open the deposit jointly with a resident individual Interest credited every 3 months Avail of the nomination facility SUPER SAVER ACCOUNT The Super Saver Account is a premium Savings Account.37 Avail of overdraft up to 75% of the deposit. i. a combination of a Fixed Deposit and a Savings Account. . Interest rates on your Super Saver Deposit vary according to the tenure of your deposit. It thus gives you the yield of a Fixed Deposit and liquidity of a Savings Account. The facility is available against the NRO/NRE Term D eposits and is not available against FCNR Term Deposits.liquidity of a Savings Account + high interest rates of Fixed Deposit. You can avail of an overdraft up to 75% *of the value of your Fixed Deposit. Here's how you earn a higher interest rate than you would with a Regular NRI Savings Account SWEEP IN ACCOUNT All NRI account holders are eligible to open the Sweep -In Account.e. The other features of a Super Saver Account are: Super Saver Account gives you the dual advantage .

On this portion of the deposit being broken. Link your Fixed Deposit to your NRI Savings or Current Account and it ll take care of deficits.38 The Sweep-In facility is a cluster deposit (held in units of Re. if there are insufficient funds in your Sweep-In Savings/Current Account to clear a cheque. The rest of your deposits will continue to earn the original high rate of interest. The Sweep -In facility gives you the high interes t rates of a Fixed Deposit and the liquidity of a NRI Savings Account. you will earn a rate of interest for the tenor that the deposit has remained with the Bank and that was applicable at the time when the original deposit was placed. if any. in your NRI Savings or Current Account without losing out on the interest. We will automatically break units of term deposits held by you. we will break units of the deposit (to the next Rupee) to clear the cheque. Whenever there are insufficient funds in the Savings Account to clear a cheque. You only need to have a NRI Savings Account with the Bank. The Sweep -In facility will link the deposits you choose to the Savings Account.1) with a cheque book and ATM/ Debit card as applicable. The same will happen when you wish to withdraw money using your ATM/Debit Card and there are insufficient funds in the account. .

Euro. Pounds Sterling. you can open Fixed Deposit Accounts in USD. Australian Dollars. Euro. JPY. EURO. GBP. Hold your deposit in any of the 6 foreign currencies . Canadian Dollars Repatriate principal and interest amount fully Enjoy tax exemption on the entire deposit Open the deposit jointly with other NRIs Avail of Super Saver facility to get an overdraft on your NRO Savings / Current account against your FCNR Fixed Deposit Avail of the nomination facility . Canadian Dollars Deposit in foreign currency protecting you from exchange rate risks Principal and interest fully repatriable Tax exemption on entire deposit Can be held jointly with other NRI customers FCNR DEPOSITS With this account not only will you grow your foreign currency securely by protecting it against exchange rate fluctuation but also earn interest at Indian rates. Japanese Yen. Australian Dollars. Under this scheme.US Dollars.US Dollars. we offer 2 options for Foreign Currency Non-Resident Deposits in 6 foreign currencies .39 FOREIGN CURRENCY DEPOSITS At HDFC Bank. AUD& CAD. Japanese Yen. Pounds Sterling.

GBP 2.50. AUD 1.000/-..50. Minimum deposit amount .000/-. . designed to get you maximum returns in INR. Euro 1.000/Maintain the deposit for tenure of minimum 1 year and a maximum of 5 years RUPEEMAX Make your Rupee earn more with RupeeMax Presenting you with a forward cover product.000/. JPY 7. RupeeMax locks into an exchange rate to convert foreign currency investments into Indian Rupees. CAD 1.000/-.40 Minimum initial deposit USD 1.USD 1000/ GBP 2500/ Euro 2500 No lock-in period Earn higher yield than your normal FCNR Deposit / NRE Deposit Repatriate the proceeds on maturity Simplified documentation ACCOUNTS FOR RETURNING INDIANS At HDFC Bank.500/-.000/Minimum add-on deposit USD 1. JPY 7.000/-.500/-. we offer 2 options for Returning Indians. GBP 1. Euro 2. AUD 1. CAD 1.000/-.000/-.000/-.

Keep your foreign earnings in the same currency exchange rate risks saving yourself from Transfer balance to NRI Accounts on regaining NRI status Withdraw cash in Rupees Earn tax exemption on interest accrued on declaration of Resident but Not Ordinarily Resident status Repatriate funds for bonafide purpose Avail of the nomination facility Receive quarterly statements for free. Book Fixed Deposit in 4 foreign currencies and protect your deposit from exchange rate risks . EURO.41 RFC SAVINGS ACCOUNT Stay protected from exchange rate risks with your RFC Savings Account as you can hold the Deposit in 4 foreign currencies and convert them into Rupees anytime you desire. RFC FIXED DEPOSITS Enjoy the flexibility of converting your foreign currency deposits into Indian rupees whenever required with RFC Fixed Deposits. JPY. Monthly and duplicate statements are charged nominally Enjoy free 24-hour PhoneBanking Enjoy the convenience of banking at any of o ur branches in India Your RFC Savings Account is maintained in permitted currencies such as USD. GBP.

42 Repatriate your funds for bonafide reasons (for account holders only) Get TDS exemption on interest earned basis declaration of RNOR status at the start of the financial year MONEY TRANSFER .

Superior exchange rates Transfer money FREE of charge Direct credit to your or your beneficiary s HDFC Bank Account in INR Direct credit to your or your beneficiary s account with other banks (more than 54200 branches of over 90 banks across India) Doorstep delivery of Rupee Demand Draft at over 1650 locations across India Track your transfer through the online tracker and via e-mails Maintain an address book of all beneficiaries Send a personalised message with the remittances Round-the-clock customer service assistance available at your service Make online donations to a host of charitable trusts and organisations C C . this service offers you the best exchange rates in town without compromising on the security and agility of the service.43 QUICK REMIT Quick remit is the online money transfer service from HDFC Bank. Completely free of charge.

All you need to do is Fill in a Cheque Box deposit slip Attach a US dollar denominated cheque Post it to a local mailbox Through a central cheque collection system. Cheque LockBox offers you a more economical way than a SWIFT remittance to India. the cheque will be credited to your beneficiary's account in HDFC Bank without any hassles. Also. sends it to for local clearing on the following working day and on receiving the funds.44 CHEQUE LOCK BOX Remitting money through Cheque LockBox is as simple as dropping off a local cheque to your nearest mailbox. And within a few days. you can open a Rupee or foreign currency Fixed Deposit through remittance via wire transfer . our Correspondent Bank collects it. Post the cheques from the comfort of your home Remit as much as you want to Get more Rupees with superior exchange rates TELEGRAPHIC WIRE TRANSFER Transfer funds from a local bank outside India to your beneficiary's HDFC Bank Account in India through our correspondent banks around the world with Telegraphic / Wire Transfer. we credit the beneficiary's account. Safe and efficient.

CAD. JPY. EUR.45 FUNDS TRANSFER You can send che ues / Demand Drafts to your branch in India along with a letter of instruction mentioning the account number where the funds have to be credited. CHF. SEK. NZD. SGD. NOK. INVESTMENTS E D D D D F . AED The clearing time re uired for USD che ues / Demand Drafts made payable in New York is 10 -12 working days. We have an arrangement to collect che ues / drafts in the following currencies USD. HKD. GB . AUD.

liquidity. available with Mutual Funds. M t l Fund invest ents also offers you a lot of flexi ility wit features such as systematic investment plans . professional management. systematic withdrawal plans &dividend reinvestment . you can be sure of peace of mind regards the growth of your hard earned money.46 MUTUAL FUNDS Mutual Funds offer you the simplest way of investing in increasingly complex financial markets. professional management and liquidity. etc. he reason that mutual funds are so popular is that they offer the ability to easily invest in increasingly more complicated financial markets. A large part of the success of mutual funds is also the advantages they offer in terms of diversification. . With the advantages of diversification.

47 They are available in units so this makes it very affordable. Expert Fund Managers of the Mutual Fund analyse all options based on experience & research. custodial and other fees translate into lower costs for investors. you have the option of withdrawing or redeeming your money at any point of time at the current NAV. . The benefits of scale in brokerage. The Mutual Funds sector is regulated to safeguard the investor's interests. The fund managers who take care of your Mutual Fund have access to information and statistics from leading economists and analysts around the world. In open ended schemes . Because of the large corpus. Your investment profile will help you choose the type of investments that suits you the best. possibilities and expectations. Risk is lowered with Mutual Funds as they invest across different industries & stocks. Because of this. which will be based on your needs. Your relationship managers will help you determine your investment profile. PORTFOLIO INVESTMENT SCHEME Trade on recognised Indian stock exchanges under the Portfolio Investment Scheme (PIS) through designated branches of HDFC Bank from any corner of the world. even a small investor can benefit from its investment strategy. they are in a better position than individual investors to identify opportunities for your investments to flourish.

Multiple Recognition from Euromoney A testament to our endeavor towards providing exceptional service to each of our customers is the following rank that we have earned in a recently conducted Euromoney survey. Allocation A time tested fundamental principle of investment A lot of emphasis is laid on the mechanics of asset allocation. Your personal financial investment needs might get overlooked. So at the very inception. while you attend to your business and professional needs. Deciding upon your asset allocation is a synthesis . as we believe that this is the basic tenet of portfolio optimisation. a dedicated advisor regularly guides you through the evolution of new market opportunities. The service offers research based advice to optimise returns on your investment portfolio across a range of financial instruments.48 PRIVATE BANKING At HDFC Bank. Here. keeping in line with your profile and investment objectives. equity and cash. It is based purely on your appetite for risk. This involves allocating your portfolio across various asset categories . Your requirements and profile is agreed upon and then documented through a consultative process. we understand the value of your time and the opportunities it holds for you. Advisory Services The starting point is profiling The advice we give is as unique as you are. we are pleased to offer to you a customised Investment Advisory Service for your existing portfolios and regular investable surpluses. we work intensively towards understanding you.essentially debt. Rated as the Best Private Bank in the Super Affluent Category in India. time horizons and need for liquidity. In line with this. Your existing portfolio is analysed to advice you on rebalancing to obtain an optimum asset mix. We take cognizance of the fact that your profile is likely to change with time and h ence we follow this process on a continual basis. to evaluate and restructure your existing investment portfolio.

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of science, art and investment discipline. Portfolio analysis and financial planning We analyse your existing portfolio allocation and recommend changes in line with current opportunities, your profile and cash flows, risk appetite and financial requirements. A comprehensive investment plan is drawn out to meet your long and short- term financial goals across multiple asset categories. Portfolio review and tracking Your portfolio is tracked on an ongoing basis to monitor the portfolio returns, cash flows and asset allocation. We continually advice you on appropriate rebalancing of your portfolio on the basis of performance of each asset category and analysis of future expectations. All portfolios are approved by our research desk on an ongoing basis. Advice across asset categories We offer research-based advice across asset categories like mutual funds, equity and its derivatives, insurance and more. Hence, our service is a one-stop-shop for your entire portfolio needs saving valuable time. Also, a holistic view of your portfolio across all asset categories helps us advice you better and offer you a consolidated wealth statement. Dedicated investment advisor For you, time is priceless, which is why a trained personal advisor is assigned to you as a one-point contact, guiding you and attending to all your investment related needs. The advisor on an ongoing basis helps you restructure and monitor your portfolio based on research desk's recommendations as well as provides procedural assistance, both through online and offline modes. Value added services We also offer value added services that help your portfolio like transaction audit for transactions done through HDFC Bank, tax guidance and opinions in related areas .

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Research Reports In- house research desk With the help of our experts, our advice comes unbiased as it is based on due diligence, and does not follow the herd mentality. Selection of mutual funds is based on broad parameters and is built on statistical models and quantitative tools like standard deviation, volatility, rolling returns, expense ratio and more. Active inputs are also taken from our equity desk in the selection process. Our equity desk tracks various sectors and uses a bottom-up approach to identify stocks. Exposure to these is recommended basis on your risk profile be it conservative, aggressive or super aggressive. Research Reports In this world of communication clutter, it is becoming increasingly difficult to sift out information that is relevant to your portfolio. Multiple reports running into multiple pages with points and sub-points leave you with complex data you don t have time to go through. Our research reports are designed to provide you relevant information in the simplest formats. AAG At A Glance An exclusive monthly magazine is available only to our investment advisory clients. It is a widely acknowledged monthly publication produced by the bank s research team that analyses specific mutual funds, stocks, sectors and the equity / debt / forex markets, providing a sharp view of the equities and debt markets

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LOANS

HOME LOANS No matter where you are in the world, Home Loans from HDFC Ltd make owning a home in India, simpler. Get your dream home in India at attractive rates with flexible repayment options, minimum paperwork and a complete guidance at every step.

Mutual Fund Units. . LOAN AGAINST SECURITIES With HDFC Bank's Loan against Securities.service center network Expert legal and technical advisors Safe document storage facilities turn your dreams into reality by owning the home of your dreams.52 Home Loans from HDFC Ltd offers you Attractive interest rates Dedicated and experienced team of experts Extensive branch . while still retaining ownership. With a dedicated Relationship Manager who helps you every step of the way for your financial and banking needs. NRI PREFERRED BANKING Exclusivity is the word to describe the HDFC Bank NRI Preferred Banking experience. you can get an overdraft against your securities like quity Shares. US 64 Bonds. you are in for exclusive privileges and benefits.

2. sell your Mutual Funds and view your portfolio online. Mutual Funds and Commodities.000 and a cash withdrawal limit of up to Rs. Demat. FCNR and Offshore deposits. 50. with updated NAV values and other relevant details Trade in equities on recognised Indian stock exchanges under the Portfolio Investment Scheme* (PIS) Avail of online trading services through HDFC Securities and link your Savings. trading in the Indian Equity market.per day Combined monthly statement of your Savings and Fixed Deposit Accounts No minimum balance requirement in your accounts Free 'at par' cheque books on your Savings Accounts Free Alerts on your mobile phone or in email inbox with InstaAlert Free standing instructions facility Preferential Forex rates 50% discount on locker charges Preferential loan rates Multiple investment options like Rupee deposits. Mutual Funds. Insurance. 50. Waiver of up to Rs.53 Dedicated Relationship Manager for all your financial needs and to help you make sound investment decisions Exclusive privileges: Free International Gold Debit Card. Debt. Currency forward covers and tax savings investments Buy. PIS and Trading Accounts to enjoy a seamless flow of funds and shares between your accounts Sign up for our Private Banking Services* and benefit from our extensive research across Equities. with a higher spending limit of up to Rs.000/ .500 per annum on a host of service charges: Demand Draft / Manager's cheque charges Inter-branch funds transfer charges Cheque return charges .

electricity and mobile phone bills through the Internet. No queuing up at collection centres or writing cheques .54 Stop payment charges Cheque collection charges Outward remittance charges DD cancellation charges Hold mail charges Duplicate statement charges Recovery of old records charges PAYMENT SERVICES BILLPAY Enjoy the convenience of paying your telephone.using BillPay. ATMs and telephone . a comprehensive bill payments solution.

Internet. select HDFC Bank's NetBanking as your option Authorise the transaction using your Customer ID and NetBanking password The purchases are debited directly to your account and credited to the account of the establishment (or the website where the purchases were made) Apart from Sh0pping you can also Purchase railway tickets.55 Variety of payment modes . pay your telephone. All you need is your HDFC Bank Savings/Current Account Shop online on any websites offering HDFC Bank's Direct Pay facility Select the products that you would like to purchase In the checkout process. ATMs.ensuring you pay the exact amount DIRECTPAY Shop online without cash or Debit / Credit Card with Direct Pay. Telephone Payments can be made right up to the due date Check your bill amount before you make any payments . mobile bills and insurance premium online Offers highest level of security with 128-bit SSL (Secure Socket Layer) encryption Your NetBanking details (Customer ID and password) are kept confidential and cannot be viewed by the merchant .

Just create a virtual card (NetSafe Card) from your HDFC Bank Visa Credit / Debit Card number with the amount desired by you. All this. Your HDFC Bank Credit / Debit Card number is never revealed on the merchant website NetSafe Card you create is a one-time use card Set your own limit for the NetSafe Cards you generate Use it on all merchant websites that accept VISA/MasterCard Credit Cards Purchases made with your NetSafe Card appear on your statement. Use it at online merchant sites to shop conveniently. customers will have to follow up with utility company NETSAFE NetSafe. In such a case. pay at your convenience from home or office No need to register for the service before paying bills Make electric bill payments at least 2 days before the due date You need to have NetBanking password for making the payments Submit the correct bill details. is a unique online payment solution that offers you complete security while shopping on the Internet. make donations to charity org anisations or subscribe to magazines by logging on to the HDFC Bank website. without the hassles of registration! No need to stand in queue or write cheques.56 INSTAPAY Pay your bills. just like any other transaction . incorrect details will lead to wrong payments to the utility company.

Archies. ngpay offers a range of services from its network of partners. redBus. Access your HDFC Bank account: Full suite of MobileBanking and Payment Services including Fund Transfer facility. Yatra. FilmsNTickets. Indian Stage etc. Fun Cinemas. Movie ticket booking: Book movie tickets at Big Cinemas. FutureBazaar. anywhere. PVR. you can discover and choose merchants or service providers with whom you want to transact. consolidated menu. select / view seats and pay for tickets Book travel tickets: One stop solution for all your travel needs. Plan your journey through IRCTC. go ahead and enjoy a safe online shopping experience with NetSafe! NGPAY Transfer funds. Gifts 360.57 Registration for NetSafe is a one-time process after which you can generate NetSafe Cards anytime. Fame Cinemas. Asian Sky Shop and many more . Savaari. Make-My-Trip. KingFisher Airlines. Search for shows. purchse books. So. You can transfer funds to any HDFC Bank Account or any Visa Card (Debit or Credit) within India using ngpay. and much more through Ferns N Petals. KSRTC etc Shopping: Send flowers & gifts. INOX Cinemas. shop on your mobile with select merchants from wherever you are with ngpay. Landmark. In a simple.

medical and financial aid and rehabilitation. CPAA's thrust has been on doing for the cancer patients what the hospitals cannot . Any concerned adult or a child in need can call CHILDLINE through its toll free number 1098 and access its service. CPAA's activities encompass every area related to cancer. CHILDLINE is a non-profit helpline and goes beyond counselling over the phone by using the telephone as a medium to link children in need to services that exist for their rehabilitation. including prevention. Cancer Patients Aid Association (CPAA) Cancer Screening Patient Care Cancer Patients Aid Association (CPAA) is a registered charitable nongovernmental organisation (NGO) working towards Total Management of Cancer as a disease. early detection. . CHILDLINE India Foundation CHILDLINE India Foundation is India's first 24-hour helpline service for children in need.58 ONLINE DONATIONS Make Online Donations in India from anywhere you are. counselling.

experiment on or use for entertainment. wear. PETA People for Ethical Treatment of Animals (PETA) is the largest animal rights organization in the world. was launched in January 2000. NAB is 'The Apex Body' that co ordinates and guides the activities of various societies. and 171 grassroots-level initiatives that are working for the welfare of various groups of marginalized children. National Association of Blind India works for the welfare of visually impaired people. institutions and individuals working for the welfare for the blind. based in Mumb ai. PETA India operates under the simple principle that animals are not ours to eat.59 CRY CRY is an Indian NGO that works for the benefit of underprivileged Indian children by acting as the link between donors like you. . PETA India. It seeks to educate policymakers and the public about animal abuse and promoting an understanding of the right of all animals to be treated with respect. National Association of Blind Established in 1952.

prosperity and riches. It aims to reverse the migration of the rural people to cities and invites people to urban citizens to migrate to a rural set-up. The black stone idol of Shree Siddhivinayak. Shree SiddhivinayakGanapatiMandir One of the most significant places of worship in Mumbai is the Shree SiddhivinayakGanapatiMandir. Empowering the disadvantaged has meant focusing energies and resources on education and health issues. SAVE SAVE The Children India (STCI) is a non -governmental organization that has been working on the empowerment of disadvantaged women and children since 1988. having the tilt of the trunk to the right side has four hands (Chaturbhuj). .60 Pride India (Planning Rural-urban Integrated Development through Education) Started in 1982. two and half feet wide. Flanking the deity are Riddhi& Siddhi. PRIDE INDIA (Planning Rural -urban Integrated Development through Education) is a non-governmental development organisation focused on empowering rural poor through socio -economic enterprises to improve their quality of life. goddesses signifying sanctity. fulfillment.

on the banks of the Banasriver. Ambaji. Nathdwara is situated 48 km north east of Udaipur in Rajasthan. through their adolescent years to the early years of their marriage. . Ambaji Temple. College Etc. enshrining Krishna as GovardhanaGiridhari.Women's Institute for Social Education is a non-governmental organization working with young women to provide them better life options in the slums of Mumbai. NathdawaraMandirMandal. means Gate of the Lord. Gujrat Ambaji-the Origin of the Supreme Cosmic Power of the Universe is one of the fifty one ancient Shakti Piths Ti rth in India.It is being managed by Nathdwara Temple Board. The name Nathdwara.61 WISE WISE . Resthouse. The trust has undertaken numerous activities like building of Dharamshala. The Ambaji temple is being managed by the ShriArasuriAmbaji Mata Devstan Trust. School. Udaipur Nathdwara is one of the celebrated pilgrimage shrines of India.

62 WAYS TO BANK BANKING ONLINE Net Banking View account balances & statements Transfer funds between accounts Pay bills. and much more Email Statements FREE statements for Savings and Current Accounts Monthly statements for savings accounts Daily / weekly / monthly statements for current accounts .

63 BANKING WITH YOUR PHONE Mobile Banking Use ngpay for a wide range of financial transactions Transfer funds.O. No charges whatsoever .Absolutely FREE! . Boxes Send your account instructions to a local P.O. and more InstaAlerts Receive real-time account updates on your phone or email Register for InstaAlert using NetBanking BANKING IN PERSON P. and have them reach us free of charge NRI Centers in India Get help with NRI-related accounts or queries at select branches across India OneView Manage multiple accounts with different banks Remember only ONE password. shop on your mobile. Box.

view mini-statement.64 Phone Banking Dial in to Phone Banking to perform transactions. for live assistance. recharge your prepaid cards. Kenya and Hong Kong ATMs 24-hour access to cash. order cheque books. NRI Access Points We have representative offices to serve you in the Gulf.232 ATMs. . all from our wide network of over 4. Talk to a Phone Banker.

..............65 CUSTOMER PROFILING Individual Profile Information Instructions: To be filled by the relationship manager in consultation with the client so that the bank can design and offer services which meet the needs of the client across all product categories Name: ......... CustID: ...................................................................... ............................DOB : ..................................................................... Personal Details Marital Status: Married Family Details Single Member with Name Wife Child 1 Child 2 Others Age .................................................................................................... Tel No:.............. Group ID: ................................ Email ID:...............................................................................................................................

............. Purpose of visit: Relatives Business Sightseeing Others Financial services normally availed of : Depository Account Yes/No Mutual FundsYes/No Structured Products Yes/No PIS Account Yes/No Insurance Private Banking Yes/No Broking Account Yes/No Mortgage Credit Card Yes/No Yes/No Yes/No What investment products do you choose (please indicate in space below) e.................. Do you have an investment relationship for either advisory or management with anyone? Yes/No Do you have any credit cards issued by Domestic Banks Yes/No .................... Bank Deposits/Mutual Funds Equities ................................................................................................. ............... Time of vis it to India :...................................................... .............................. Designation :..............66 Occupation:Salaried Self Employed Professional Retired Student Others Business Place of Work : ..............No of years of Stay :...........................................................g........................................................................... Present Company/ Employer:........................... ........................................................................

............................................................. Sheet 1 Name of Customer Family Tree Relation Self Spouse Son/ aughter 1 Son/ aughter 2 Brother Sister Mother Father Other Close Relatives Name A/c Y/N Age ......................................................... ...................................................................................... .................................... .................... ........ .......................................................................................67 Whi h ar th banks that you have banking relationshi s across domestic and international banks? (Please indicate in s ace) ...................................

68 Current Position Customer Name Cust I NRE A/C NO NRO A/C NO FCNR Deposit NRE Deposit NRO Deposit Family Detail Name Res/NRI Working/Studying Ac with us Ac no Spouse Child 1 Child 2 Child 3 Father Mother Brother Sisters In Laws Transaction detail Fixed regular Dr Large transaction Fixed regular credit AvgQtr Balance Avg Monthly Bal Existing Product Holding Amt Investment Other Mention Yes/No Amount .

69 Family a/c Net banking reg Net banking usage Insurance MF ISA D mat HSL/PIS Advisor Gold Bar NRE FD NRO FD NRSB A/C FCNR deposit NRO A/C Offshore Deposit Any Other Product .

70 Customer Interaction Log Date Nature of Interaction Result/Follow Up .

71 Product to be sold Family A/c Net Banking Reg Net Banking Usage Insurance IMF ISA Demat HSL/PIS PBG Advisor Gold Bar NRE FD NRO FD FCNR Deposit NRE A/c NRO A/c Offshore Deposit Credit Card Any Other Product Reference Date Update .

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