credit product innovation? may 2014. confidential our credit products – how good are they? how...
TRANSCRIPT
CONFIDENTIAL
Our credit products –
• How good are they?
• How competitive are they?
• How well do they solve the client’s needs?
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CONFIDENTIAL
But what is a “good credit product”?
• Strong client demand
• Is competitive in the market
• Is profitable for FINCA
• % rate sufficient to cover cost +
• Can be delivered at sustainable
cost
• Sustainable PAR/default rate
And:
• Satisfies the client’s
needs
• Protects client’s
interests
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CONFIDENTIAL
What is a “good credit product”?
• “Good demand and good results” does not always mean “good product”
• Focus on pushing product through sales channel, rather than focus on offering a better product.
• Internally- focused and process-focused responses, rather than client-focused solutions:
• e.g. LO incentives; LO specialization; demanding high loan output from a one-product-only LO
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What is a “good credit product”?
What else can help to push a suboptimal product?
• Misinformation / Lack of transparency• Clients’ lack of financial understanding• Clients’ convenience, and being used to things as they are; fear
of change/new things• Lack of alternatives in the market
* All competitors offer ‘bad’ products* Market players are unable/unwilling to offer something better* All competitors benefit from the status quo, at the expense of
the clients
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Case study Azerbaijan
• Strong growth,• Strong profitability• Extremely low PAR, for years
* esp. for small loan sizes and group loans
• So what’s wrong ? ? ?
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CONFIDENTIAL
This is what’s wrong:• Stubbornly high opex ratio
* 2011: opex 22%* 4/2014: opex
20.4%
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Case study Azerbaijan
* pf 85mn; 98k borrowers; 44% yield
* pf 220mn; 153k borrowers; 36% yield;
• Shockingly high client dropout rate: nearly 40%
Why?
Identified two key elements
CONFIDENTIAL
Case study Azerbaijan
1• ABC studies show: Credit analysis (site visits) and credit
committees are the most expensive parts in the credit process. • F/Azerbaijan invests a lot of time and money into information
gathering, verification, and processing
• And what for? • … to sustain an extremely low PAR of 0.1-0.2% (for loans
below $3k) How much sense does this make?
• At the same time, clients dislike the site visit with the credit analysis procedure
• Also, the high opex requires a high(er) interest rate 8
CONFIDENTIAL
Case study Azerbaijan
• 2• Is our monthly instalment loan good for the client? • Yes.
* client can plan repayment in advance; * easy to remember; * easy to accumulate the instalment amount every month; * enforces discipline;* low PAR
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Case study Azerbaijan
• But does the monthly instalment loan actually solve the client’s working capital and cash flow management problem? • No. Mostly not.
* Equal monthly instalments are not suitable for managing cash and working capital
So what can a client do in order to manage cash flow and working capital?
– Either postpone/forego an expense/purchase – Or: Get the money from somewhere else, since s/he
cannot get it from FINCA
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Case study Azerbaijan
• So F/Azerbaijan is about to pilot a product that tackles these two issues:
No site visit up to $3k for eligible new and repeat clients (the vast majority), just self-reported information
* reducing cost* increasing client satisfaction
Credit line functionality * Provide solution to client for working capital and cash flow
management
• Georgia going farther by using a score to (partly) abolish credit committee.
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Case study Azerbaijan
Crucially important, key factors in the credit environment changed for the better over the past 10 years, partly dramatically so:
Availability of reliable and complete information (e.g. credit bureau, asset registry, …)
Much stronger credit cultureStronger rule of law and less corruption (esp. Georgia) More stable economies, more stable and more experienced client
businesses
In other aspects though, the subsidiaries are still way behind: Still no savings, i.e. credit-only, single-product offering No channels besides branches, and partly still working through third-party
banks. (Exception: cash pay-in kiosk terminals)
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Case study Azerbaijan – Benefits for clients
• The credit line feature helps to manage and optimize the client’s business/household cash flow.
• The credit decisioning process reduces required time and expenses • Perceive FINCA as a trustful organization, which
o Practices behaviors that foster and atmosphere of trust (e.g. using self-reported financial information; or allowing the client to decide when is the best time to repay the loan)
o Avoids practices that smack of distrust rather than trust (such as the obtrusive credit analysis process)
o Is sincerely interest in understanding the client’s need and providing solutions.
• Potential for lowering interest rates
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Case study Azerbaijan – benefits for FINCA
• Improve competitiveness• Reduce client dropout by providing the product that solves the
client’s financial needs• Reduce client dropout by removing/replacing parts of the process
that are burdensome and annoying for the client • Increase efficiency, reduce operating expenses. • Improve profitability, and create potential to reduce interest rates,
and thus create a virtuous cycle
• At the same time, maintain good portfolio quality, but optimize PAR – opex ratio
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