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Banks are ready to work online

On Tuesday, the Association of Russian Banks presented its updated Internet portal, which significantly expanded the capabilities of customers in the field of interaction with domestic credit organizations. Now users, in particular, will be able to seek help from the financial ombudsman online and receive extracts from their credit histories.

According to the concept voiced by ARB representatives at the last press conference, the association is important not so much economic as the social orientation of banks. Therefore, the ARB has taken a number of actions aimed at ensuring that citizens can more efficiently build their work with credit organizations. So, for example, the financial ombudsman has his own online office.

This institution arose in the Russian Federation under the auspices of the ARB on October 1, 2010. The financial ombudsman is the sole body for out-of-court settlement of disputes arising between banks and their customers. However, not all, but only customers – individuals, since they are the weaker side. At the request of citizens, the Ombudsman examines the current conflict situation between the credit institution and, if there is a real opportunity to help the client, sends a complaint to the bank. The banks included in the association are obliged to heed the decision of the financial ombudsman. However, according to representatives of the ARB, they have positive experience in working with independent credit organizations. An important condition, which is often forgotten by citizens, is that the Ombudsman has the ability to act only if the dispute has not yet been brought to court. Which, by the way, according to statistics, usually makes a decision in favor of the bank. Ombudsman disputes are free of charge for clients.

Until now, it was possible to file a complaint with the financial ombudsman either at a personal appointment in Moscow or by e-mail. However, now the ARB, firstly, opened the ombudsman’s offices in four regions, and, secondly, provided citizens with the opportunity to contact him directly through the association’s website.

“European practice shows that today the Internet has become the main approach to the financial ombudsman,” Maxim Nogotkov, president of the Svyaznoy group of companies, said at a press conference at ARB. “It’s clear that the financial ombudsman, unlike the court, is not only the opportunity to solve your specific situation with the bank, not only guaranteed protection of the interests of the weak side, but also, probably, the solution to the problem that is fundamental for any Russian who is trying to protect his rights. Noah bureaucracy and no need to waste time on the process. Therefore, the necessary institutions in Russia seems to be very important for obespetsit ARB “. “Few will come directly for consultation,” he added. “They will be afraid, shy, will not want to waste time, and so on. In our opinion, the possibility of contacting via the Internet should increase the popularity of the financial ombudsman.”

Of course, the main problem in the interaction of customers – individuals with banks are difficult credit situations. Despite the fact that the “era of credit romanticism” in the Russian Federation has passed, its consequences are still being felt. Both citizens and banks have become more responsible for loans. The first people realized that a loan is not just an unexpected monetary help from nowhere: you will have to give loans, give them from your own funds, and give them with interest, that is, more than you took. The latter began to issue loans more prudently. Because of this, many Russians began to understand in practice how important their credit history is.

ARB proposed creating an online service that will help customers get acquainted not only with their own credit history, but also with the results of credit scoring, that is, with the assessment of the borrower’s creditworthiness. Roughly speaking, the association wants to give citizens the opportunity to see themselves through the eyes of the bank. Scoring is based on a statistical analysis of all the data on loans that a potential borrower has ever taken. Not only information about late payments, but, for example, a large number of recent requests on the credit history of a particular citizen can lower a scoring score. It may indicate that the entity is currently trying to get several loans at the same time from different banks. The long-term lack of fresh loans and too many of them negatively affect the scoring results: any bank wants to see its client as an active citizen, but not burdened with a large number of financial obligations. ARB, together with the Svyaznoy group of companies, plans to launch an online service by the end of the first quarter of 2013.

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