Annual Report - Raiffeisen Bank Kosovo JSC

Retail Banking
Risk and Credit Management took the main responsibility for implementating new tools in order to
improve risk management and at the same time comply with Basel II requirements. Tools developed
during 2006 include Application Processing System, PI Score Card, Collateral Module and Collection
database. During the implementation of Group Data Warehouse, Risk and Credit Management had
significant input from the business side.
Risk and Credit Management was involved in developing and implementating all new products
launched during 2006 (mortgage loans, MasterCard charge cards and retail sales finance) and
remains committed to supporting business development in the future. Future projections for the year
2007 include plans to enhance overall process efficiency by defining and creating new procedures
for every segment.
Customer Service
In 2006, Raiffeisen Bank Kosovo established Customer Service Department in an effort to develop
long term relationships with customers, improve service quality, and become more responsive to
customers’ requests. In order to support the newly established Customer Service Department, an
international consultant specialising in customer-centred strategy conducted Customer Care Coaching
for Raiffeisen Bank Kosovo.
In addition, the Bank continued to receive suggestions and comments from its customers through
Suggestion Boxes which were placed in all branches and sub-branches. The Bank treated these
inputs as crucial feedback on customer service and tried to meet their requests and needs in the
most efficient way. The Bank will continue to develop further its customer service as well as finish the
implementation of Uniforms for front line staff in 2007.
Distribution Channels
Branch Network during 2006
During 2006, Raiffeisen Bank Kosovo was very much engaged on expanding and enhancing the
branch network. Four new sub-branches were opened in Decan, Skenderaj, Shtime and Prishtina. The
latter functions as a Corporate Office as well.
Number of Branches and Sub-branches - December 2006
Raiffeisen Bank Kosovo (14.5 %)
Special attention was paid to implementating the Bank’s standard
design not only in the newly opened branches. Thus, the existing
main branches in Peja, Gjilan, Gjakova, and sub-branches in
Kamenica and Kacanik were relocated to new, attractive premises
and remodelled. These new premises are not only better positioned
for customers, they also include more space, private consultation
offices for customers, separate business teller windows, as well as
more parking spaces. At the end of 2006, the overall Raiffeisen Bank
Kosovo branch network consisted of 32 branches and sub-branches.
Banking Sector (85.5%)
Glossary Macroeconomic Environment Overview Segment Reports Financial Statements Addresses
www.raiffeisen-kosovo.com
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