Sektor za poslovanje sa stanovništvom - Raiffeisen Bank

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Štednja stanovništva
Banka je bila svjesna da se u 2002. godini neće
nastaviti postignuti trend prikupljanja slobodnih
novčanih sredstava od građana. Prethodna
konstatacija se posebno odnosi na oročenu štednju
jer se znalo da će izuzetni efekti vezani za EURO
kampanju iz 2001. godine rezultirati odlivom
jednog broja prikupljenih novčanih depozita tokom
2002. godine.
Ipak su postignuti rejting, širenje poslovne mreže
kao i značajan porast isplate plata putem debitnih
kartica uticali na to da je štednja po viđenju
(a vista) na kraju godine iznosila 177.280.000,00 KM
(90.642.000,00 EUR-a) što je za 66% više od stanja
u prethodnom periodu. Oročena štednja građana
je sa 2002. godinom iznosila 225.808.000,00 KM
(115.454.000,00 EUR-a) od čega je na dugoročne
depozite otpadalo 17%.
Dostignuti nivo štednje građana u našoj Banci
predstavlja 27,2 % svih depozita fizičkih lica u
komercijalnim bankama na području Federacije
BiH, a 24,9% depozita koji su deponovani u
komercijalnim bankama na području cijele Bosne i
Hercegovine po čemu je Banka na prvom mjestu.
Kartični poslovi
Sektor za poslovanje sa stanovništvom
Retail Division
Stečenu poziciju na tržištu kartičnog poslovanja
Banka je tokom 2002. godine nastojala održati
i poboljšati. Nakon dobijanja certifikata za
izdavanje Visa International kartica u maju, Banka
je svoju poziciju ojačala i maksimalnu pažnju
posvetila izdavanju potrebnog broja kartica koji
je predstavljao osnovni preduslov za dobijanje
certifikata za prihvat kartica u izdanju Visa
International.
Retail savings
The Bank was aware that in 2002 the achieved trend
in collection of cash funds from individuals will not
continue. The aforementioned relates especially to
term savings since it was aware that extraordinary
effects in regard to EURO campaign from 2001
resulted in outflow of a number of collected cash
deposits during 2002.
However, rating, business network expansion as
well as significant increase in salary disbursements
through debit cards were achieved that had an
impact on call deposits (a vista), which amounted
to 177.280.000,00 KM ( 90.642.000,00 EUR) at
the year-end which is 66% higher than the balance
for the previous period. Retail term deposits in 2002
amounted 225.808.000,00 KM (115.454.000,00
EUR) out of which 17 % long-term deposits.
The achieved retail savings level in our Bank presents
27,2 % of total retail deposits in commercial banks
at the territory of Federation of BiH and 24,9% of
deposits deposited with commercial banks at the
territory of whole Bosnia and Herzegovina that
makes our Bank the number one.
Cards business
During 2002 the Bank tried to maintain and
improve the obtained position at card business
market. After obtaining certificate for issuing of
Visa International cards in May, the Bank was able
to strengthen its position and pay special attention
to issuing of necessary card number that was main
pre-condition for obtaining certificate for card
acquiring by Visa International.

Stoga se odmah na tržište izašlo s ponudom za
izdavanje Visa Electron, Visa Classic Charge, Visa
Revolving Credit i Visa Business Charge kartica.
Istovremeno s navedenim Banka je zbog podizanja
nivoa postojeće usluge počela izdavati setove
kartičnih proizvoda (ECMC i Visa kartica vezani
za isti kartični račun) i to: Electron/Maestro SET,
Revolving Credit SET i Business Charge SET.
Da su postignuti uspješni rezultati, potvrđuje 5.577
izdatih ECMC, 8.317 Maestro, 4.025 Visa Classic
i 18.966 Visa Electron kartica, pa je ukupan broj
izdatih kartica u 2002. godini dostigao 54.308.
Tako je i pored značajnih promjena na tržištu
kartičnog poslovanja u BiH, a koje su se prvenstveno
odnosile na agresivniji nastup konkurentskih
banaka koje su se uključile u ovo poslovanje,
Banka ostvarila tržišno učešće u izdavanju Visa
kartica po podacima iz decembra 2002 od 19%,
dok je učešće u izdavanju ECMC i Maestro kartica
bilo 24%, po podacima iz septembra 2002.
Odobravanjem dozvoljenog prekoračenja po svim
debitnim karticama za imaoce koji primaju plate
preko kartica, dat je novi kvalitet ovim kartičnim
proizvodima čime se reagovalo na tržišne zahtjeve
i učestale sugestije postojećih i potencijalnih
klijenata. Pozitivan efekat ovoga se vidi kroz
iskazani broj novoizdatih debitnih kartica, čemu je
takođe dodatno doprinijela činjenica da je Banka
za podizanje gotovine na ATM-ovima u svojoj
mreži ukinula naknadu imaocima debitnih kartica
u izdanju Banke.
Accordingly, we immediately entered into market
with offer for issuing Visa Electron, Visa Classic
Charge, Visa Revolving Credit and Visa Business
Charge cards. Simultaneously with the above, in
order to raise the level of existing service, the Bank
started issuing sets of card products (ECMC and
Visa cards pegged to the same card account) as
follows: Electron/Maestro SET, Revolving Credit SET
and Business Charge SET.
As a confirmation for achievement of successful
results 5.577 ECMC is issued, 8.317 Maestro,
4.025 Visa Classic and 18.966 Visa Electron cards,
which means that the total number of issued cards
in 2002 reached 54.308.
Also beside significant changes in card business
market in BiH, which primarily referred to more
aggressive approach of competition banks that
started this business, the Bank achieved market
share in issuing Visa cards according to information
from December 2002 of 19%, while share in
issuing ECMC and Maestro cards was 24%, from
information of September 2002.
By approving the allowed overdraft under all debit
cards for card holders that receive their salaries
through cards, a new quality was given to these
card products, which means reaction to market
demands and frequent suggestions of existing and
potential customers. Positive effects of this are seen
through presented number of newly issued debit
cards and the fact that the Bank cancelled the fee
for cash withdrawal at ATMs for holders of debit
cards issued by the Bank additionally contributed
to this.
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Tokom 2002. godine nastavljene su aktivnosti
oko animiranja trgovaca za prihvat kartica, što je
rezultiralo instaliranjem 291 POS terminala, te je
mreža prihvata na kraju godine imala 710 POS
terminala. Sa ciljem pružanja kartičnih usluga non
stop (0 – 24 časa), Banka je nastavila širenje mreže
ATM-ova, čiji broj je na kraju godine iznosi 13.
Na svim ATM-ovima Banke i POS terminalima na
šalterima Banke i pošta omogućen je prihvat Visa
kartičnih proizvoda.
Radi boljeg pozicioniranja na kartičnom tržištu,
pokrenut je Diners projekat. U sklopu navedenog
započete su aktivnosti oko stvaranja potrebnih
softwareskih i hardwareskih pretpostavki za prihvat
Diners kartica na POS terminalima Banke.
Potvrdu uspješnog statusa Banke u kartičnoj
industriji BiH je predstavljao izbor Banke kao
settlement agenta Visa International za nacionalni
settlement u BiH.
Neutralni poslovi – Usluga brzog slanja novca
i mjenjačnica
Kada je riječ o ovoj vrsti servisa, kao posebno
uspješan navodimo posao brzog slanja novca
putem sistema Western Union koji je tokom 2002.
godine zadržao status jednog od najznačajnijih
servisa koji se pruža klijentima Banke. Da je zaista
tako, govori podatak o uvođenju tri nova, veoma
značajna, podzastupnika, BH Pošta, JODP Srpske
pošte i Union banka, preko kojih Banka pruža
usluge sistema Western Union. Navedeno je
rezultiralo da se broj lokacija na kojima se pružaju
usluge sistema Western Union povećao sa 108 u
2001. godini na 205 u 2002. godini. Prethodno,
kao i stalno nastojanje da se kvalitet pružene
During 2002 activities continued in attracting
merchants for card acquiring, which resulted in
instalment of 291 POS terminals, so that acquiring
network at the year –end had 710 POS terminals.
With purpose of offering card services non-stop (0
– 24 hours), the Bank continued with expansion
of ATM network, whose number at the year-end
amounts 13. Acquiring of Visa card products is
provided in all ATMs of the Bank and POS terminals
at counters of the Bank and Post -offices.
Diners project was launched for the reason of better
positioning at the cards market. Within the above,
activities were started in creation of necessary
software and hardware assumptions for acquiring
Diners cards at POS terminals of the Bank.
Confirmation of the Bank’s successful status in card
industry of BiH can be seen in selection of our Bank
as Visa International settlement agent for national
settlement in BiH.
Neutral business – Fast Money Transfer and
Exchange Office
Regarding this type of service we can mention fast
money transfer as a very successful business through
Western Union system that in 2002 maintained the
status of one of the most significant services that
are offered to the Bank customers. The fact that this
is true can be seen on the example of introduction
of three new, very important sub-agents, BH Pošte,
JODP Srpske Pošte and Union Bank, through which
the Bank provides its services of Western Union
system. The above resulted in the fact that number
of locations in which Western Union services are
offered increased from 108 in 2001 to 205 in
2002. The aforementioned as well as continuous

usluge podigne na viši nivo doprinijeli su da broj
obavljenih transakcija u 2002. godini dostigne
103.238, što je povećanje za 67% u odnosu na
prethodnu godinu. Po broju obavljenih transfera
Banka je prva u Bosni i Hercegovini.
Putem mreže agencija Banka je učinila dostupnim i
usluge kako mjenjačnice tako i unutrašnjeg platnog
prometa, otvaranja računa i štednih uloga na svim
svojim šalterima čime je podržan koncept pune
otvorenosti prema klijentu.
Kanali distribucije i kvalitet usluge
Uspješno prikupljanje slobodnih novčanih
sredstava od građana kao i ostvareni obim
kreditnih plasmana, te posebne pažnje vrijedan
podatak o broju izdatih kartica, pored ostalog
rezultirali su i željenim efektom generisanja novih
klijenata. To ilustruje podatak o 98.067 novih
klijenata u poslovima sa stanovništvom za 2002.
godinu. Upravo je navedeno povećanje baze
klijenata uz odgovarajuću informatičku podršku
omogućilo da Banka u značajnijem procentu
otpočne s unakrsnom prodajom svojih proizvoda
za postojeće klijente. Kao dobar primjer za
navedeno služi podatak da je 8.310 Visa Electron
kartica izdato postojećim klijentima Banke koji
posjeduju značajnu štednju, odnosno kojima su
odobreni nenamjenski novčani krediti.
Pored širenja POS i ATM mreže, povećanje procenta
unakrsne prodaje te uvođenja prodaje putem
vezanih proizvoda kredit-osiguranje gdje za primjer
navodimo proizvod ”kredit s kasko osiguranjem”,
Banka je tokom 2002. godine nastavila sa širenjem
svoje poslovne mreže smatrajući i dalje poslovnu
mrežu za najvažniji kanal distribucije proizvoda
efforts in raising service quality to higher level
contributed to the fact that number of performed
transactions in 2002 reached 103.238, which is
67% increase in comparison to previous year. The
Bank is the first one in Bosnia and Herzegovina in
number of performed transfers.
Through the network of its sub-offices the Bank
made accessible services of exchange office as well
as payments in the country, account opening and
savings deposits at all its counters which supported
the concept of full openness to customer.
Distribution Channels and Service Quality
Successful collection of retail cash funds as well as
achieved volume of loan placements with special
attention to number of issued cards are, among
others, resulted in desired effect of new customer
generation. This is illustrated by the information
on 98.067 of new customers in retail banking in
2002. The above increase in customer base with
respective information support provided the Bank
to start significant percentage of cross selling of
its products for existing customers. As a good
example for the above, we can mention the data
that 8.310 Visa Electron cards has been issued to
existing customers of the Bank who have significant
deposited funds or to whom non-special purpose
loans were approved.
Beside expansion of POS and ATM network, increase
in percentage of cross-selling and introduction of
sales through related products loan-insurance, as
an example we can mention a product “loan with
total insurance”, the Bank continued expansion of
its business network in 2002 by considering still
business network as the most significant distribution
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Banke, pa je u skladu s tim broj poslovnih jedinica
u sastavu naše mreže dostigao 27 na kraju 2002.
godine. Ovim je Banka praktično imala najveću
poslovnu mrežu u Bosni i Hercegovini.
Uz maksimalno angažovanje na ispunjenju
planskih kategorija permanentno je posvećivana
pažnja započetom procesu podizanja nivoa usluge
koji tokom 2002. godine dobija na intenzitetu.
Ovdje se misli na to da je značajan broj službenika
iz front funkcija prošao kroz obuku koja ima za cilj
ne samo postizanje većeg kvaliteta usluge nego i
obezbjeđenje standardnog kvaliteta usluge na putu
ka savršenoj usluzi.
Ostvareni rezultati ukazuju na ostvarenje strateških
ciljeva i planskih kategorija u 2002. godini u svim
segmentima poslovanja sa stanovništvom.
channel for the bank’s products and accordingly
the number of business units within the network
reached 27 at the year-end 2002. With this the
Bank had the biggest business network in Bosnia
and Herzegovina.
With maximum engagement in fulfilling the
budgeted categories the attention was continuously
paid to launched process of service level increase
that during 2002 was intensified. Here we refer to
the fact that significant number of front function
employees attended training whose goal is not only
to achieve higher service quality but also providing
standard service quality on its track to superior
service quality.
The achieved results show fulfilment of strategic
goals and budgeted categories in 2002 in all retail
banking segments.