Banking Role Play Assignment
Apna Bank Ltd
Characters:
Customer: Mehran Khan
Branch Manager: Fareed Ahmad
Relationship Manager: Muhammad Osama
Operation Manager: Zarak Khan
Marketing officer: Abdul Dayan Khan
Background:
Mehran have an account in Apna Bank Ltd since 2014 and now he wants to
finance a new car Suzuki Cultus VXL, model 2020 through Apna Bank.
Role Plays:
1. Customer and Marketing Manager:
Mehran (Customer): Assalam o Alaikum. You’re Mr. Dayan, Right?
Dayan (Marketing Manager): Walekum Assalam. Yes, I’m Abdul Dayan, Marketing
Manager of Apna Bank. What’s your good name?
Mehran: I’m Mehran. I called you yesterday about some information regarding
car financing. You had told me to meet you today at bank.
Dayan: Yeah I remember now. Please have a seat.
Mehran: Thank you! So what are your requirements for car financing?
Dayan: (giving voucher to Mehran) Sir this is our voucher. You can know the
major feature and eligibility criteria of our product from this voucher for further
information I’ll meet you with our Relationship manger. He will guide you about
the whole procedure.
Mehran: (Reading a Voucher)!
Dayan: Explaining*
Key Features:
Competitive Pricing
Finance Tenor: Up to 7 years
You can finance new, used, local as well as imported cars
Finance up to 80% of vehicle value*
Comprehensive insurance
Option to finance a second or third car
Installments start after vehicle delivery
Co-borrower
Eligibility criteria:
Citizen Ship: Pakistani
Net Income: PKR 30,000 per month
Minimum Age Requirement: 21 years*
Maximum Age (at loan maturity):
65 years (salaried) and
70 (Self Employed)
Mehran: Interesting! So is it possible to meet RM Today?
Dayan: Yes, let me check if he is free. I’ll try to arrange a meeting for you now.
Mehran: That will be great. Thank You!
(Dayan coming from RM)
Dayan: Mr. Mehran, please follow me. Our RM Mr. Osama would like to meet
you.
Dayan to Osama(RM): Osama, here is Mehran Khan.
Customer and RM:
Mehran: Assalam u Alaikum!
Osama (Relationship Manager): Walekum Assalam! Have a seat please.
Mehran khan: Thank you
Osama: Yes Mr. Mehran How can I help you? What exactly you are looking for?
Mehran: I want to finance a car. I’m here to know about the procedure and your
current lending rates. I’ve read your Voucher but still I have some queries.
Osama: Yes, please! I’m here to clear your queries and provide you a complete
detail.
Mehran: Can I Avail the Apnicar auto finance facility?
Osama: Yes, if you are Pakistani national citizen holding valid CNIC and you have
satisfactory credit history.
Mehran: Which car can I apply this loan for?
Osama: Following Categories are being offered in Apna Bank Car Financing:
Brand new vehicle for personal use
Used car
Imported cars above 1000cc; not older than 5 years from the date of
manufacturing
Mehran: Well. Who will determine the price of a used car?
Osama: The Bank arranges for the valuation through its panel of approved
surveyors/valuators. They will do car appraisal and make an appraisal report. The
valuators will check the car condition, documents and the current market
condition and will give a price to car.
Mehran: What is a maximum finance I may avail?
Osama: We can finance you up to PKR 5,000,000. Above PKR
5,000,000/- financing may be considered on case to case basis.
Mehran: hmm... and what will be a tenure of this car financing?
Osama: 2-7 year for all type of vehicles.
Mehran: How much initial down payment do I have to make?
Osama: Minimum Down Payment varies in accordance with the variant and the
model of vehicle.
Minimum 15% for Brand New Vehicles
Minimum 20% for Used Vehicles
Minimum 25% for Imported Vehicles
So basically your total upfront payment is consisting of equity in the vehicle price,
processing fee, and first year’s insurance premium.
Mehran: Is it compulsory to insure a car? And who will insure a car?
Osama: Yes, according state bank policy car insurance is compulsory. We have
arrangements with various renowned insurance companies which offer special
rates for Apna Bank. And yes you have an option to defer Insurance and
Registration charges
Mehran: Is there any option to make a partial payment?
Osama: Yes, after satisfactory completion of one year, 2 Balloons payments are
allowed with gap of one year. Each balloon payment should be equivalent to EMI
of 6 months. And after a completion of one year you can also make a pre-
payment. Means you can pay the whole renaming amount at once.
However partial payment option is not available in Residual value product.
Mehran: Residual value product?
Osama: Under RV product Apna bank provide convenience to its customers to pay
a lump sum balloon payment at the end of financing tenure, for increased
affordability and convenience of the monthly installment. But in this case we can
finance you for maximum 5 years. For each year RV of car will be determined,
greater the residual value more affordable will be Monthly installments.
Mehran: Well fair enough… and what are your lending rates?
Osama: It depends on the car and the finance tenure………
Mehran: In case of new vehicles?
Osama: Explaining*(kibor 7.325 *31 August 2020)
Financing Product on Variable Rates 2 Years 3 Years 4 – 5 Years 6 – 7 Years
Auto Loan for Brand New Vehicles K + 3.50% K + 4.00% K + 4.50% K + 5.00%
Auto Loan for Brand New Imported Vehicles K + 5.00% -NA-
Brand New Semi Corn. Vehicles (Local Make)
Second Hand Vehicles
Mehran: Rates will be fixed rates or floating rates?
Osama: It can be fixed or floating rates. Apna bank provides its Customer with an
option to choose fixed or variable rate of financing.
Mehran: Well Sir. Your product feature is quite convenient for the customer. And
I want to finance a Suzuki Cultus VXL *Model 2020. So what is a procedure to
apply?
Osama: I’m giving you some documents you kindly read and fill it carefully. After
it I’ll make your file and I’ll meet you with BDO who will verify your document and
he will proceed your case further.
Mehran receiving application form:
Car Loan Application Form
Apna Bank
Name *
First Name Last Name
Personal Details
Email
example@example.com
Current Address *
Street Address
Street Address Line 2
City State / Province
Postal / Zip Code
Phone Number *
-Area Code Phone Number
Date of Birth
Driver's License Number *
Are you currently working? *
Yes No
Status
Single Married Separated Divorced Widowed
Emergency Contact Info
First Name Last Name
Phone #
-Area Code Phone Number
Financial Details
Current Bank Name
Branch
Account Number *
Account Type
Current Saving
Do you own or rent your home?
Own Rent
Monthly Net Income *
in USD
Do you have any current loan? *
Yes No
Requested Loan Details
Loan Type
Used Car New Car
Loan Amount
in PKR
Terms
1 year 2 years 3 years 4-5 years 6-7 years
Preferred Payment
monthly yearly
Vehicle Details
Make & Model
Variant
Registered Month
Registered Year
Recorded Mileage
Engine Size
Is the vehicle new or secondhand? (should not be more than 4 years old)
New Secondhand
Do you have a co-signer?
Yes No
Co-signer name
First Name Last Name
Co-signer's Phone Number
-Area Code Phone Number
Co-signer's Social Security Number
Permission to Obtain Consumer Credit Report
By signing this application form, I hereby given the right to obtain a consumer credit report regarding
me for this application and the car loan should my application be approved. I also release from all
liability all persons, companies, and corporations supplying such information. I the indemnify "Apna
Bank" the against any liability that might result from making such an investigation.
I certify that the information above is correct to the best of my knowledge. I authorize "Apna Bank" to
make inquiries as necessary to verify the accuracy of the statements made by me and to determine
my creditworthiness. I agree to pay the required sums and I agree to be bound by the loan
agreement if my application is accepted.
Signature)
(Tea)*
After receiving application form:
Osama called Zarak khan and tells him that he is sending a case of Mehran khan.
Osama: Mr. Mehran your case is ready. Submit this file to Zarak khan our BDO on
Desk No 4.
Mehran: alright! Thank you so much.
Customer and BDO:
Mehran in front of Desk No 4:
Zarak (Business development officer): Mr. Mehran khan?
Mehran: Yes! Good afternoon
Zarak: Good afternoon! Have a seat please.
Mehran: Thank you.
Zarak: Please give me the file……. So Mehran khan what is your profession?
Mehran: I’m a government employee.
Zarak: Department?
Mehran: IESCO
Zarak: What is your designation?
Mehran: I’m a line supervisor.
Zarak: Nice! What is your gross pay?
Mehran: Mmmm... round about 45000.
Zarak: Are you currently a debtor?
Mehran: No… I took a loan 5 years ago and it was paid completely a year ago.
Zarak: Alright! Mr. Mehran to proceed your case you have to provide us some
documents.
Mehran: For example,
Zarak: Sir you have to provide us a copy of CNIC, SBP undertaking and 2 fresh
pictures. Along with this you have to provide us your salary slip and 06 months’
bank statement along with this application form.
Mehran: Alright I’ll provide you all these document tomorrow IA.
Zarak: IA. What will you like in lunch?
Mehran: No thank you I’ve to arrange these document so I should leave ASAP.
Zarak: Ok Sir. Thank you for selecting Apna Bank. Allah Hafiz
Mehran: Allah Hafiz.
