CUSTOMER RELATIONSHIP MANAGEMENT IN (NRI) BANKING (HDFC)

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PREFACE “Experience is the best teacher”

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 RELATIONSH I P 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 others” – 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 RELATIONSH I P MANAGEMENT IN

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(NRI) BANKING AT

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Company Profile

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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 are a fundamental component of the financial system, and are also active players in financial markets. 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, or businesses wanting to grow)�.

Banking is generally a highly regulated industry, and government restrictions on financial activities by banks have varied over time and location. The current set of global standards is called Basel II. In some countries such as Germany, banks have historically owned major stakes in industrial corporations while in other countries such as the United States banks are prohibited from owning Non-financial companies. In Japan, banks are usually the nexus of a crossshareholding entity known as the keiretsu. In France, bankassurance is

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prevalent, as most banks offer insurance services (and now real estate services) to their clients. The most recent trend has been the advance of universal banks, which attempt to offer their customers the full spectrum of financial services under the one roof.

The oldest bank still in existence is Monte deiPaschi di Siena, headquartered in Siena, Italy, which has been operating continuously since 1472.

The name bank derives from the Italian word banco "desk/bench", used during the Renaissanceby Jewish Florentine bankers, who used to make their transactions above a desk covered by a green tablecloth. However, there are traces of banking activity even in times ancient , which indicates that the word 'bank' might not necessarily come from the word 'banco'.

Banking (Standard activities)

Banks act as payment agents by conducting checking or current accounts for customers, paying chequesdrawn by customers on the bank, and collecting chequesdeposited to customers' current accounts. Banks also enable customer payments via other payment methods such as telegraphic transfer, EFTPOS,and ATM. Banks borrow money by accepting funds deposited on current accounts, by accepting term deposits, and by issuing debt securities such as banknotes and bonds. Banks lend money by making advancesto customers on current accounts, by making instalment loans, and by investing in marketable debt securities and other forms of money lending.

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Banks provide almost all payment services, and a bank account is considered indispensable by most businesses,individuals and governments. Non-banks that provide payment services such as remittance companies are not normally considered an adequate substitute for having a bank account.

Banks borrow most funds from households and non-financial businesses,and lend most funds to households and non-financial businesses,but non-bank lenders provide a significant and in many casesadequate substitute for bank loans, and money market funds, cash management trusts and other non-bank financial institutions in many casesprovide an adequate substitute to banks for lending savings to.

BANKING SECTORIN INDIA

Currently, India has 96 scheduledcommercial banks (SCBs) 27 public sector banks (that is with the Government of India holding a stake), 31 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 38 foreign banks. They have a combined network of over 53,000 branches and 49,000 ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the

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banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively

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PROMOTER OF THE COMPANY

“HDFCis India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, 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. HDFChas developed

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significant expertise in retail mortgage loans to different market segments and also has a large corporate client basefor its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder baseand unique consumer franchise, HDFCwas ideally positioned to promote a bank in the Indian environment�.

HISTORY OF THE ORGANIZATION

If ever there was a man with a mission it was HasmukhbhaiParekh, Founderand Chairman-Emeritus, of HDFCGroup. HDFCBANK LTDwas amongst the first to set up a bank in thePrivate sector. 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, as

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Part of the RBI's liberalization of the Indian Banking Industry in 1994.

The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFCBank Commenced operations as a Scheduled Commercial Bank in January 1995.

HDFCis India's premier housing finance company and enjoys an Impeccable track record in India as well as in international markets.

Since its inception in 1977, 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. HDFChas developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client basefor its housing related credit facilities.

With its experience in the financial markets, a strong market reputation, large shareholder baseand unique consumer franchise, HDFCwas ideally positioned to promote a bank in the Indian environment.HDFCBank began operations in 1995 with a simple mission : to be a“ World Class Indian Bank.” And realized that only a single minded focus on product quality and service excellence would help them get there. Today, HDFCBANK is proud to say that they are well on their way towards that goal.

“For the fourth year in a row , HDFCBANK has made it to the prestigious Forbes Asia’s Fabulous 50 List of Companies, chosen from 910 publicly traded (listed) companies in Asia Pacific with revenues or market capitalization in excessof $3 billion(INR 14,400crore).Called “Fab 50 in short.”

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AWARDS

EUROMONEY AWARDS 2010 BEST BANK IN INDIA

Economic Times Brand Equity & Nielsen Research Annual survey 2009 Most Trusted Brand - Runner Up

Asia Money 2009

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Awards Best Domestic Bank in India

IBA Banking Best IT Governance Award - Runner up

Technology Awards 2009 Global Finance Award Best Trade Finance Bank in India for 2009

Asian Banker Excellence in Retail Financial Services Asian Banker Best Retail Bank in India Award 2009

FINANCE ASIA COUNTRY AWARDS FOR ACHIEVE MEN T 2008 BEST BANK AND BEST CASH MANAGEMENT BANK

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CNN- IBN Indian of the Year (Business)

Nasscom IT User Award 2008 Best IT Adoption in the Banking Sector

Business India Best Bank 2008

Forbes AsiaFab 50 companies in Asia Pacific

Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008

Asia money Best local Cash Management Bank Award voted by Corporates

Microsoft & Indian Express Group Security Strategist Award 2008

World Trade Center Award of Honour For outstanding contribution to international trade services

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Business Today One of India's "Most Innovative Companies

Financial ExpressErnst & Young Award Best Bank Award in the Private Sector category

Global HR Excellence Awards - Asia Pacific HRM 'Employer Brand of the Year 2007 -2008' Award

Business Today Best Bank' Award 20

TYPES OF BUSINESS ACTIVITIES CARRIED OUT

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HDFCBank offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers. The bank has three key businesssegments:

WHOLESALE BANKING SERVICES The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporates and agribased businesses.For these customers, the Bank provides a wide range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. The bank is also a leading provider of structured solutions, which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Basedon its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian corporates including multinationals, companies from the domestic businesshousesand prime public sector companies. It is recognised as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks.

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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, giving the customer a onestop window for all his/her banking requirements. The products are backed by world-classservice and delivered to customers through the growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking, NetBanking and Mobile Banking.

The HDFCBank Preferred program for high net worth individuals, the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions, information and advice on various investment avenues. The Bank also has a wide array of retail loan products including Auto Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider of Depository Participant (DP) services for retail customers, providing customers the facility to hold their investments in electronic form.

HDFCBank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issuesthe MasterCard Maestro debit card as well. The Bank launched its credit card businessin late 2001. By March 2009, the bank had a total card base(debit and credit cards) of over 13 million. The Bank is also one of the leading players in the “merchant acquiring� businesswith over 70,000Point-of-sale (POS)terminals for debit / credit cards acceptance at merchant establishments. The Bank is well

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positioned as a leader in various net based B2Copportunities including a wide range of internet banking services for Fixed Deposits, Loans, Bill Payments, etc.

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

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ORGANIZATIONAL STRUCTURE

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DIRECTOR’S

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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 example, an enterprise might build a databaseabout its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind

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customers of service requirements, know what other products a customer had purchased, and so forth.

The essenceof the information technology revolution and, in particular, 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, customized experience, companies have a greater ability today to establish, nurture, and sustain longterm customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Indeed, this revolution in customer relationship management or CRM.1as it is called, has been referred to as the new “mantra� of marketing.2Companies like Siebel, E.piphany, Oracle, Broadvision, Net Perceptions, Kana and others have filled this CRMspacewith products that do everything from track customer behaviour on the Web to predicting their future moves to sending direct email communications. This has created a worldwide market for CRMproducts and services of $34 billion in 1999 and which is forecasted by IDCto grow to $125 billion by 2004.3The need to better understand customer behaviour and focus on those customers who can deliver long-term profits has changed how marketers view the world.

Traditionally, marketers have been trained to acquire customers, either new ones who have not bought the product category before or those who are currently competitors’ customers. This has required heavy dosesof mass

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advertising and price-oriented promotions to customers and channel members. Today, the tone of the conversation has changed from customer acquisition to retention. This requires a different mindset and a 3 different and new set of tools. A good thought experiment for an executive audience is to ask them how much they spend and/or focus on acquisition versus retention activities.

While it is difficult to perfectly distinguish the two activities from each other, the answer is usually that acquisition dominates retention.

According to one industry view, CRMconsists of:

ďƒ˜ Helping an enterprise to enable its marketing departments to identify

and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. ďƒ˜ Assisting the organization to improve telesales, account, and sales

management by optimizing information shared by multiple employees, and streamlining existing processes(for example, taking orders using mobile devices) ďƒ˜ Allowing the formation of individualized relationships with customers,

with the aim of improving customer satisfaction and maximizing

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profits; identifying the most profitable customers and providing them the highest level of service. ďƒ˜ Providing employeeswith the information and processesnecessary to

know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners.

CRM--Customer Relationship Management--has entered the mainstream. Despite the uncertainty of the economy, CRMis being thrust into corporate budgets and talked about as a critical initiative by hundreds of Fortune 1,000and tens of thousands of other companies. It has gone from being an important edge in the businessworld to a necessary tool for survival.

The notion of the customer as king or queen is once again the rule. How you treat this is a mission-critical businessissue.

But, what is CRMand how does it change the way companies do business?The changesin the world have been so dynamic and so dramatic that the path is not necessarily all that obvious. How CRMimpacts that businesspath is a continuing source of debate in the world of corporate management.

Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This course will teach you how to select the right tools for your business-- so it can grow today--and on into the future. Lagging means lost customers, which means

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damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changesin 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?

CRMis the answer. Customer Relationship Management, a strategy that leveragesvery advanced technologies is the way to cut to the 21st Century businesschase.

“CUSTOMER RELATIONSHIP MANAGEMENT” IN “NRI BANKING”

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Services offered to NRI Customers and Quality Assurance is itself a proper definition of

“CUSTOMER RELATIONSHIP MANAGEMENT”

At

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ACCOUNTS AND DEPOSITS

SAVINGS ACCOUNTS Non-Resident Savings Account lets the customer to save the moneyin Indiancurrency.

With full repatriation for the interest earned and no tax liability, the Savings Account is the ideal way to grow your capital while abroad.

NRE SAVINGS ACCOUNT

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NRESavings Account lets the customer transfer the earnings to India conveniently with complete security. He can repatriate the funds held in the account along with the interest earned at any point of time and he doesn’t even have to pay tax on the interest amount. With a host of direct banking channels available at his fingertips, 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 ZEROtax on the interest earned on your NREAccount 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, 24x7 with Net Banking Pay utility bills - electricity, phone, mobile phone - payment by a simple registration Get a personalised cheque book Get tax exemptions on interest earned and wealth tax Get your account details in the monthly statements FREE Avail of Safe Deposit Lockers at certain branches Invest in Mutual Funds by linking your NRESavings Account to our Investment Savings Account

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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.

Withdraw cash and shop in India with your EasyShop NRODebit Card Entrust a relative or friend with an additional ATM Card Local representative can operate the account with a Letter of Mandate Open an NROAccount jointly with an Indian Resident

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Conduct transactions online, 24x7 securely with NetBanking Manage your account easily with PhoneBanking Bank from any metro in India with Intercity Banking Pay utility bills – electricity, phone, mobile phone – payment by a simple registration 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 HDFCBank, we offer you 2 options for Current Accounts.

NRE CURRENT ACCOUNTS Transfer and repatriate funds easily with your NRERupeeCurrent Account.

Convenient banking options make your account accessible to you from anywhere in the world.

Ideal for foreign nationals who have ESOPsEmployee Stock Option Plan (ESOP)are the shares offered to the employeesof a company, wherein promoters decide to dilute their stake. Employeesare often given a share of the businessafter a certain length of employment or they can buy shares at any time.issued by Indian companies Repatriate your principal and interest amount fully Remit funds easily through Quickremit, IndiaLink, Cheque LockBox, Telegraphic Transfers and Cheque / Draft for free

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Utilise account balance for repatriable investments as well as local payments in India Deposit your overseasearnings 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, anywhere, anytime with convenient banking channels like NetBanking

NRO CURRENT ACCOUNT

Park your Indian earnings or remit funds through various channels; NRO Rupee Current Account is an ideal account for foreign corporate bodies and foreign nationals on visits to India.

Repatriate interest amount after payment of tax in India Remit funds easily through Quickremit, IndiaLink, Cheque LockBox, Telegraphic Transfers and Cheque / Draft Deposit your Rupee earnings in the non-interest bearing Rupee account Open an account jointly with an Indian resident 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

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Operate your account, 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 earnings in Indian currency. Along with the easy repatriation, reduced tax liabilities, HDFCBank Fixed Deposits include unique facilities of Super Saver and Sweep-In, which offer you dual advantagesor take care of any deficit in the Savings or Current Account linked with the Deposit.

NRE FIXED DEPOSITS

NREFixed Deposits are maintained in Indian Rupees.Repatriate the principal and interest amount fully among the many other benefits.

Earn interest at higher rates than the Libor is an interest rate at which banks can borrow funds, in marketable size, 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, or Rs.1 Crore, whichever is lower, for self or others

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Repatriate your complete deposit (principal and interest) at any time Enjoy tax exemption from the entire deposit (principal 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 NROFixed Deposits for high growth returns on your savings.

Maintained in Indian Rupees,the Deposits are an ideal long-term investment option for you.

Enjoy higher interest rate on your deposits Repatriate the interest on your deposit 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

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The Super Saver Account is a premium Savings Account, i.e. a combination of a Fixed Deposit and a Savings Account. It thus gives you the yield of a Fixed Deposit and liquidity of a Savings Account.

The other features of a Super Saver Account are: Super Saver Account gives you the dual advantage - 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.

Interest rates on your Super Saver Deposit vary according to the tenure of your 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.

The facility is available against the NRO/NRETerm Deposits and is not available against FCNRTerm Deposits.

The Sweep-In facility is a cluster deposit (held in units of Re.1) with a cheque book and ATM/ Debit card as applicable.

We will automatically break units of term deposits held by you, if there are insufficient funds in your Sweep-In Savings/Current Account to clear a cheque. The same will happen when you wish to withdraw money using your ATM/Debit Card and there are insufficient funds in the account. The Sweep-In facility gives you the high interest rates of a Fixed Deposit and the liquidity of a NRI Savings Account.

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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. Whenever there are insufficient funds in the Savings Account to clear a cheque, we will break units of the deposit (to the next Rupee) to clear the cheque. On this portion of the deposit being broken, 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. The rest of your deposits will continue to earn the original high rate of interest. Link your Fixed Deposit to your NRI Savings or Current Account and it’ll take care of deficits, if any, in your NRI Savings or Current Account without losing out on the interest.

FOREIGN CURRENCY DEPOSITS

At HDFCBank, we offer 2 options for Foreign Currency Non-Resident Deposits in 6 foreign currencies - USDollars, Pounds Sterling, Euro, JapaneseYen, Australian Dollars, 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

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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.

Under this scheme, you can open Fixed Deposit Accounts in USD,GBP,EURO, JPY,AUD& CAD. Hold your deposit in any of the 6 foreign currencies - USDollars, Pounds Sterling, Euro, JapaneseYen, Australian Dollars, 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 NROSavings / Current account against your FCNRFixed Deposit Avail of the nomination facility Minimum initial deposit USD1,000/-, GBP2,500/-, Euro 2,500/-, JPY7,50,000/-, AUD 1,000/- , CAD 1,000/Minimum add-on deposit USD1,000/-, GBP1,000/-, Euro 1,000/-, JPY7,50,000/-, AUD 1,000/-, CAD 1,000/Maintain the deposit for tenure of minimum 1 year and a maximum of 5 years

RUPEEMAX Make your Rupeeearn more with RupeeMax Presenting you with a forward cover product, designed to get you

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maximum returns in INR. RupeeMax locks into an exchange rate to convert foreign currency investments into Indian Rupees.

Minimum deposit amount - USD1000/ GBP2500/ Euro 2500 No lock-in period Earn higher yield than your normal FCNRDeposit / NREDeposit Repatriate the proceedson maturity Simplified documentation

ACCOUNTS FOR RETURNING INDIANS At HDFCBank, we offer 2 options for Returning Indians.

RFC SAVINGS ACCOUNT Stay protected from exchange rate risks with your RFCSavings Account as you can hold the Deposit in 4 foreign currencies and convert them into Rupeesanytime you desire.

Keep your foreign earnings in the same currency – saving yourself from exchange rate risks 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. Monthly and duplicate statements are charged nominally

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Enjoy free 24-hour PhoneBanking Enjoy the convenience of banking at any of our branches in India Your RFCSavings Account is maintained in permitted currencies such as USD, GBP,JPY,EURO.

RFC FIXED DEPOSITS Enjoy the flexibility of converting your foreign currency deposits into Indian rupees whenever required with RFCFixed Deposits.

Book Fixed Deposit in 4 foreign currencies and protect your deposit from exchange rate risks Repatriate your funds for bonafide reasons (for account holders only) Get TDSexemption on interest earned basis declaration of RNOR status at the start of the financial year

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MONEY TRANSFER

QUICK REMIT

Quick remit is the online money transfer service from HDFCBank. Completely free of charge, this service offers you the best exchange rates in town without compromising on the security and agility of the service.

Superior exchange rates Transfer money FREEof charge Direct credit to your or your beneficiary's HDFCBank Account in INR

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Direct credit to your or your beneficiary's account with other banks (more than 54200branches of over 90 banks across India) Doorstep delivery of RupeeDemand Draft at over 1650 locations across India Track your transfer through the online tracker and via e-mails Maintain an addressbook of all beneficiaries Send a personalised messagewith the remittances Round-the-clock customer service assistance available at your service Make online donations to a host of charitable trusts and organisations

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, the cheque will be credited to your beneficiary's account in HDFCBank without any hassles.

Safe and efficient, Cheque LockBox offers you a more economical way than a SWIFTremittance to India.

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, our Correspondent Bank collects it, sends it to for local clearing on the following working day and on receiving the funds, we credit the beneficiary's account.

Post the cheques from the comfort of your home Remit as much as you want to Get more Rupeeswith superior exchange rates

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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. Also, you can open a Rupeeor foreign currency Fixed Deposit through remittance via wire transfer

FUNDS TRANSFER You can send cheques/ Demand Drafts to your branch in India along with a letter of instruction mentioning the account number where the funds have to be credited.

We have an arrangement to collect cheques/ drafts in the following currencies: USD,GBP,EUR,CAD,SGD,AUD, JPY,NZD, HKD, CHF,SEK,NOK,AED The clearing time required for USDcheques/ Demand Drafts made payable in New York is 10 -12 working days.

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INVESTMENTS

MUTUAL FUNDS Mutual Funds offer you the simplest way of investing in increasingly complex financial markets. With the advantagesof diversification, liquidity, professional management, etc. available with Mutual Funds, you can be sure of peace of mind regards the growth of your hard earned money. 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 successof mutual funds is also the advantagesthey offer in terms of diversification, professional management and liquidity.

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Mutual Fund investments also offers you a lot of flexibility with features such as systematic investment plans , systematic withdrawal plans &dividend reinvestment .

They are available in units so this makes it very affordable. Becauseof the large corpus, even a small investor can benefit from its investment strategy.

In open ended schemes , you have the option of withdrawing or redeeming your money at any point of time at the current NAV. Risk is lowered with Mutual Funds as they invest acrossdifferent industries & stocks.

Expert Fund Managers of the Mutual Fund analyse all options based on experience & research.

The fund managers who take care of your Mutual Fund have accessto information and statistics from leading economists and analysts around the world. Becauseof this, they are in a better position than individual investors to identify opportunities for your investments to flourish.

The benefits of scale in brokerage, custodial and other fees translate into lower costs for investors.

The Mutual Funds sector is regulated to safeguard the investor's interests.

Your relationship managers will help you determine your investment profile, which will be based on your needs, possibilities and expectations. Your investment profile will help you choose the type of investments that suits you the best.

PORTFOLIO INVESTMENT SCHEME Trade on recognised Indian stock exchangesunder the Portfolio Investment Scheme (PIS) through designated branches of HDFCBank from any corner of the world.

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PRIVATE BANKING At HDFCBank, we understand the value of your time and the opportunities it holds for you. Your personal financial investment needs might get overlooked, while you attend to your businessand professional needs. In line with this, we are pleased to offer to you a customised Investment Advisory Service for your existing portfolios and regular investable surpluses.

The service offers research – based advice to optimise returns on your investment portfolio acrossa range of financial instruments, keeping in line with your profile and investment objectives. Your existing portfolio is analysed to advice you on rebalancing to obtain an optimum asset mix. Here, a dedicated advisor regularly guides you through the evolution of new market opportunities, to evaluate and restructure your existing investment portfolio.

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.

Rated as the Best Private Bank in the Super Affluent Category in India.

Advisory Services The starting point is profiling The advice we give is as unique as you are. It is based purely on your appetite for risk, time horizons and need for liquidity. So at the very inception, we work intensively towards understanding you. Your requirements and profile is agreed upon and then documented through a consultative process.We take cognizance of the fact that your profile is likely to change with time and hence we follow this processon a continual basis.

Allocation – A time tested fundamental principle of investment A lot of emphasis is laid on the mechanics of asset allocation, as we believe that this is the basic tenet of portfolio optimisation. This

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involves allocating your portfolio across various asset categories essentially debt, equity and cash. Deciding upon your asset allocation is a synthesis of science, art and investment discipline.

Portfolio analysis and financial planning We analyse your existing portfolio allocation and recommend changesin 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

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We also offer value added services that help your portfolio like transaction audit for transactions done through HDFCBank, tax guidance and opinions in related areas.

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 usesa 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 pageswith 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 analysesspecific 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 HDFCLtd 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.

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Home Loans from HDFC Ltd offers you Attractive interest rates Dedicated and experienced team of experts Extensive branch - service center network Expert legal and technical advisors Safe document storage facilities turn your dreams into reality by owning the home of your dreams.

LOAN AGAINST SECURITIES With HDFC Bank's Loan against Securities, you can get an overdraft against your securities like Equity Shares, Mutual Fund Units, US 64 Bonds, while still retaining ownership.

NRI PREFERRED BANKING

Exclusivity is the word to describe the HDFCBank NRI Preferred Banking experience. With a dedicated Relationship Manager who helps you every step of the way for your financial and banking needs, you are in for exclusive privileges and benefits.

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Dedicated Relationship Manager for all your financial needs and to help you make sound investment decisions Exclusive privileges: Free International Gold Debit Card, with a higher spending limit of up to Rs.50,000and a cash withdrawal limit of up to Rs.50,000/- 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 Rupeedeposits, FCNRand Offshore deposits, Mutual Funds, Insurance, trading in the Indian Equity market, Currency forward covers and tax savings investments Buy, sell your Mutual Funds and view your portfolio online, with updated NAV values and other relevant details Trade in equities on recognised Indian stock exchangesunder the Portfolio Investment Scheme* (PIS) Avail of online trading services through HDFCSecurities and link your Savings, Demat, PISand Trading Accounts to enjoy a seamlessflow of funds and shares between your accounts Sign up for our Private Banking Services* and benefit from our extensive research across Equities, Debt, Mutual Funds and Commodities.

Waiver of up to Rs.2,500per annum on a host of service charges: Demand Draft / Manager's cheque charges Inter-branch funds transfer charges Cheque return charges Stop payment charges Cheque collection charges

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Outward remittance charges DDcancellation charges Hold mail charges Duplicate statement charges Recovery of old records charges

PAYMENT SERVICES

BILLPAY Enjoy the convenience of paying your telephone, electricity and mobile phone bills through the Internet, ATMs and telephone - using BillPay, a comprehensive bill payments solution.

No queuing up at collection centres or writing cheques Variety of payment modes - Internet, ATMs, Telephone Payments can be made right up to the due date

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Check your bill amount before you make any payments - ensuring you pay the exact amount

DIRECTPAY Shop online without cash or Debit / Credit Card with Direct Pay. All you need is your HDFCBank Savings/Current Account Shop online on any websites offering HDFCBank's Direct Pay facility Select the products that you would like to purchase In the checkout process,select HDFCBank's NetBanking as your option Authorise the transaction using your Customer ID and NetBanking password The purchasesare debited directly to your account and credited to the account of the establishment (or the website where the purchaseswere made) Apart from Sh0pping you can also Purchaserailway tickets, pay your telephone, 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

INSTAPAY Pay your bills, make donations to charity organisations or subscribe to magazines by logging on to the HDFCBank website. All this, without the hasslesof registration!

No need to stand in queue or write cheques, pay at your convenience from home or office

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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, incorrect details will lead to wrong payments to the utility company. In such a case, customers will have to follow up with utility company

NETSAFE NetSafe, is a unique online payment solution that offers you complete security while shopping on the Internet. Just create a virtual card (NetSafe Card) from your HDFCBank Visa Credit / Debit Card number with the amount desired by you. Use it at online merchant sites to shop conveniently.

Your HDFCBank 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 Purchasesmade with your NetSafe Card appear on your statement, just like any other transaction Registration for NetSafe is a one-time processafter which you can generate NetSafe Cards anytime, anywhere. So, go ahead and enjoy a safe online shopping experience with NetSafe!

NGPAY Transfer funds, shop on your mobile with select merchants from wherever you are with ngpay.

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ngpay offers a range of services from its network of partners. In a simple, consolidated menu, you can discover and choosemerchants or service providers with whom you want to transact.

Access your HDFC Bank account: Full suite of MobileBanking and Payment Services including Fund Transfer facility. You can transfer funds to any HDFCBank Account or any Visa Card (Debit or Credit) within India using ngpay.

Movie ticket booking: Book movie tickets at Big Cinemas, Fame Cinemas,INOX Cinemas, PVR,Fun Cinemas,FilmsNTickets, Indian Stage etc; Search for shows, select / view seats and pay for tickets Book travel tickets: One stop solution for all your travel needs. Plan your journey through IRCTC,KingFisher Airlines, Make-My-Trip, Yatra, redBus, Savaari, KSRTCetc Shopping: Send flowers & gifts, purchse books, and much more through Ferns N Petals, Gifts 360, Landmark, Archies, FutureBazaar, Asian Sky Shop and many more

ONLINE DONATIONS Make Online Donations in India from anywhere you are.

Cancer Patients Aid Association (CPAA) Cancer Screening

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Patient Care

Cancer Patients Aid Association (CPAA) is a registered charitable nongovernmental organisation (NGO)working towards Total Management of Cancer as a disease.

CPAA's activities encompassevery area related to cancer, including prevention, early detection, counselling, medical and financial aid and rehabilitation. CPAA's thrust has been on doing for the cancer patients what the hospitals cannot.

CHILDL I N E India Foundation

CHILDLINEIndia Foundation is India's first 24-hour helpline service for children in need. Any concerned adult or a child in need can call CHILDLINEthrough its toll free number 1098 and accessits service.

CHILDLINEis a non-profit helpline and goesbeyond counselling over the phone by using the telephone as a medium to link children in need to services that exist for their rehabilitation.

CRY

CRYis an Indian NGOthat works for the benefit of underprivileged Indian children by acting as the link between donors like you, and 171 grassroots-level initiatives that are working for the welfare of various groups of marginalized children.

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National Association of Blind

Established in 1952, National Association of Blind India works for the welfare of visually impaired people. NAB is 'The Apex Body' that coordinates and guides the activities of various societies, institutions and individuals working for the welfare for the blind.

PETA

People for Ethical Treatment of Animals (PETA) is the largest animal rights organization in the world. PETAIndia, based in Mumbai, was launched in January 2000.

PETAIndia operates under the simple principle that animals are not ours to eat, wear, experiment on or use for entertainment. 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.

Pride India (Planning Rural- urban Integrated Development through Education)

Started in 1982, PRIDEINDIA (Planning Rural-urban Integrated Development through Education) is a non-governmental development

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organisation focused on empowering rural poor through socioeconomic enterprises to improve their quality of life.

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.

SAVE

SAVEThe Children India (STCI) is a non-governmental organization that has been working on the empowerment of disadvantaged women and children since 1988. Empowering the disadvantaged has meant focusing energies and resources on education and health issues.

Shree SiddhivinayakGanapatiMandir One of the most significant places of worship in Mumbai is the Shree SiddhivinayakGanapatiMandir. The black stone idol of Shree Siddhivinayak, two and half feet wide, having the tilt of the trunk to the right side has four hands (Chaturbhuj). Flanking the deity are Riddhi& Siddhi, goddesses signifying sanctity, fulfillment, prosperity and riches.

WISE

WISE- Women's Institute for Social Education is a non-governmental organization working with young women to provide them better life

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options in the slums of Mumbai, through their adolescent years to the early years of their marriage.

Ambaji Temple, Gujrat Ambaji-the Origin of the Supreme Cosmic Power of the Universe is one of the fifty one ancient Shakti Piths Tirth in India. The Ambaji temple is being managed by the ShriArasuriAmbaji Mata Devstan Trust, Ambaji.

The trust has undertaken numerous activities like building of Dharamshala, Resthouse, School, College Etc.

NathdawaraMandir Mandal, Udaipur Nathdwara is one of the celebrated pilgrimage shrines of India, enshrining Krishna as GovardhanaGiridhari. The name Nathdwara , means Gate of the Lord. Nathdwara is situated 48 km north east of Udaipur in Rajasthan, on the banks of the Banasriver.It is being managed by Nathdwara Temple Board.

WAYS TO BANK

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BANKING ONLINE Net Banking View account balances& statements Transfer funds between accounts Pay bills, and much more

Email Statements FREEstatements for Savings and Current Accounts Monthly statements for savings accounts Daily / weekly / monthly statements for current accounts

BANKING WITH YOUR PHONE Mobile Banking Use ngpay for a wide range of financial transactions Transfer funds, shop on your mobile, and more

InstaAlerts Receive real-time account updates on your phone or email Register for InstaAlert using NetBanking

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BANKING IN PERSON P.O. Boxes Send your account instructions to a local P.O.Box, 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 ONEpassword.

No charges whatsoever - Absolutely FREE!

Phone Banking Dial in to Phone Banking to perform transactions.

Talk to a Phone Banker, for live assistance.

NRI Access Points We have representative offices to serve you in the Gulf, Kenya and Hong Kong ATMs 24-hour accessto cash, view mini-statement, order cheque books, recharge your prepaid cards, all from our wide network of over 4,232 ATMs.

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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: .................................................................................................................... ............

Group ID: .........................................CustID: .......................................................

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Tel No:.......................................................DOB: ......................................................... ...

Email ID:...........................................................................................................................

Personal Details Marital Status: Married

Single

Family Details

Member with Name Wife Child 1 Child 2 Others

Age

Occupation:Salaried Self Employed Professional Retired Student Others

Business

Place of Work : .....................................................No of years of Stay :.................

Present Company/ Employer:................................................................................

Designation :................................ Time of visit to India :.....................................

Purpose of visit: Relatives

Business

Sightseeing Others

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Financial services normally availed of : Depository Account Yes/No Mutual FundsYes/No

Private Banking Yes/No Broking Account Yes/No

Structured Products Yes/No

Mortgage

Yes/No

PISAccount

Credit Card

Yes/No

Yes/No Insurance

Yes/No

What investment products do you choose (pleaseindicate in space below) e.g. Bank Deposits/Mutual Funds Equities ................................................................................................................................. .............. ................................................................................................................................. ..............

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

Which are the banks that you have banking relationships across domestic and international banks? (Pleaseindicate in space) ................................................................................................................................. . ................................................................................................................................. . .................................................................................................................................

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Sheet 1 Name of Customer Family Tree Relation Self Spouse Son/Daughter 1 Son/Daughter 2 Brother Sister Mother Father Other CloseRelatives

Current Position Customer Name Cust ID NREA/C NO NROA/C NO FCNRDeposit

Name

A/c Y/N

Age

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NREDeposit NRODeposit Family Detail Spouse Child 1 Child 2 Child 3 Father Mother Brother Sisters In Laws

Name

Res/NRI

Working/Studying

Transaction detail Fixed regular Dr Large transaction Fixed regular credit AvgQtr Balance Avg Monthly Bal

Amt

Investment

Other Mention

Existing Product Holding

Yes/No

Amount

Family a/c Net banking reg Net banking usage Insurance MF ISA D mat HSL/PIS

Ac Ac no with us

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Advisor Gold Bar NREFD NROFD NRSBA/C FCNRdeposit NROA/C Offshore Deposit Any Other Product

Customer Interaction Log Date

Nature of Interaction

Result/Follo w Up

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Product to be sold Family A/c Net Banking Reg Net Banking Usage Insurance IMF ISA

Date

Update

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Demat HSL/PIS PBGAdvisor Gold Bar NREFD NROFD FCNRDeposit NREA/c NROA/c Offshore Deposit Credit Card Any Other Product Reference