LV Thạc sỹ_Improving the quality of credit appraisal for individual customers in VIB

ACKNOWLEDGEMENT With these very first words of this paper, I would like to express deep gratitude to my instructor – Ph.D for her dedicated guidance and support from the initial to the final phase of my thesis Additionally, I also sincerely thank Mr.– Director of Vietnam International Bank – Lieu Giai transaction office and Mr.– Credit officer of Credit management department for their encouragement and valuable instruction during my internship at the bank Lastly, I expose my regards to other people especially my classmates in advanced finance class intake 50 for their help in the completion of this thesis TABLE OF CONTENTS ACKNOWLEDGEMENT i TABLE OF CONTENTS ii ABBREVIATION vi LIST OF TABLES vii LIST OF FIGURES viii INTRODUCTION 1.Rationale 2.Research questions .2 3.Research objectives 4.Research methodology .2 5.Research scope 6.Research structure CHAPTER 1: THEORETICAL FRAMEWORK OF CREDIT APPRAISAL FOR INDIVIDUAL CUSTOMERS IN COMMERCIAL BANKS 1.1 Credit for individual customers in commercial banks 1.1.1 Credit activities in commercial banks .4 1.1.1.1 Bank credit definition .4 1.1.1.2 Classification of bank credit .5 1.1.1.3 Roles of bank credit in the economy 1.1.1.4 Bank credit risk 1.1.2 Credit for individual customers .9 1.1.2.1 The concept of credit for individual customers 1.1.2.2 Classification of credit for individual customers 11 1.1.2.3 Roles of credit for individual customers 13 1.2 Credit appraisal for individual customers in commercial banks 14 1.2.1 Concept and characteristics of credit appraisal .14 1.2.1.1 Concept of credit appraisal .14 1.2.1.2 General characteristics of credit appraisal 14 1.2.2 Credit appraisal for individual customers 17 1.2.2.1 Objectives of credit appraisal for individual customers .17 1.2.2.2 Significance of credit appraisal for individual customers.18 1.2.2.3 Process of credit appraisal for individual customers 19 1.3 The quality of credit appraisal for individual customers in commercial banks 21 1.3.1 The concept of appraisal quality for individual customers in commercial banks 22 1.3.2 Indicators reflecting the quality of credit appraisal for individual customers in commercial banks 22 1.3.2.1 Qualitative indicators .22 1.3.2.2 Quantitative indicators 24 1.3.3 Factors affecting the quality of credit appraisal for individual customers in commercial banks 27 1.3.3.1 Subjective factors 27 1.3.3.2 Objective factors 29 CHAPTER 2: THE REALITY OF CREDIT APPRAISAL ACTIVITY FOR INDIVIDUAL CUSTOMERS IN VIETNAM INTERNATIONAL BANK – LIEU GIAI TRANSACTION OFFICE 31 2.1 Overview of Vietnam International Bank – Lieu Giai transaction office 31 2.1.1 Foundation and development history 31 2.1.2 Organizational structure 34 2.1.3 The reality of business activity 34 2.1.3.1 Financial result .34 2.1.3.2 Product and service development 37 2.2 The quality of credit appraisal activity for individual customers in Vietnam International Bank – Lieu Giai transaction office 40 2.2.1 Credit appraisal process for individual customers in VIB Lieu Giai 40 2.2.2 Appraisal system for individual credits in VIB Lieu Giai .42 2.2.3 An example of credit appraisal process for individual customers in VIB Lieu Giai .43 2.2.4 Indicators reflecting the quality of credit appraisal activity for individual customers in Vietnam International Bank – Lieu Giai transaction office 49 2.3 Evaluation of credit appraisal activity for individual customers in Vietnam International Bank – Lieu Giai transaction office 54 2.3.1 Achievements 54 2.3.2 Drawbacks and reasons 58 CHAPTER 3: SOLUTIONS TO IMPROVE THE QUALITY OF CREDIT APPRAISAL FOR INDIVIDUAL CUSTOMERS IN VIETNAM INTERNATIONAL BANK – LIEU GIAI TRANSACTION OFFICE 61 3.1 The development orientation of credit appraisal for individual customers in Vietnam International Bank – Lieu Giai transaction office .61 3.1.1 The business target 61 3.1.2 The orientations of credit appraisal for individual customers 63 3.2 Solutions to improve the quality of credit appraisal for individual customers in Vietnam International Bank – Lieu Giai transaction office .64 3.2.1 Completing the appraisal process, content and method 64 3.2.2 Modernizing appraisal technology 67 3.2.3 Enriching the quality of human factor 68 3.3 Recommendations 70 3.3.1 To the Government 70 3.3.2 To State Bank of Vietnam .70 3.3.3 To Vietnam International Bank .71 CONCLUSION .71 REFERENCES 73 APPENDIX 74 ABBREVIATION SBV State Bank of Vietnam VIB Vietnam International Bank VIB Lieu Giai Vietnam International Bank – Lieu Giai transaction office LIST OF TABLES Table 2.1: Income status of the client Table 2.2: Financial status of the client Table 2.3: Collateral asset information Table 3.1: Score system in a bank in the U.S LIST OF FIGURES Figure 2.1: VIB Lieu Giai’s organizational structure Figure 2.2: Growth in total assets Figure 2.3: Growth in profit before tax Figure 2.4: Growth in capital mobilization Figure 2.5: Outstanding credit for individuals versus total assets Figure 2.6: Ratio of outstanding credit for individuals over total assets Figure 2.7: Overdue debts Figure 2.8: Ratio of profit from credit over outstanding credit Figure 2.9: Outstanding credit for individuals Figure 3.1: Targets for 2012 Figure 3.2: Targets for credit appraisal for individual customers INTRODUCTION Rationale In Vietnamese financial market, commercial banks normally thrive on the loans and services they provide to businesses For example, offering funds for new businesses or expansion of some existing business, managing inter-city or international transactions involving large sums, or offering financial advice, etc However, no bank can completely ignore the individual consumers, as they constitute a large part of the market and are considered an important source of funds for the banks As the time is passing by, the number of individuals seeking loans from the banks is increasing day by day The demands and needs of the consumers are increasing at a higher rate and so more and more consumers are opting for loans to satisfy their needs They seek loans for each and every need and the banks are advantaging this fact Doesn’t matter what the requirements are whether they want to gain loan for a small scale business or want financial aid for houses construction or even if they want a brand new vehicle, they knock the door of these banks to solve each and every purpose and hence are falling under debt day by day These loans differ in sizes and characteristics, ranging from long term huge mortgage loans to small loans taken out for shopping through credit cards Moreover, loans for individuals are different from business loans in many ways Even though the business loans are borrowed by individuals as well, but people tend to think differently when borrowing for the business as compared to the borrowing for personal use Consumer loans are thought to be the more risky ones than business loans because individuals defaults (fails to payback) more often than the businesses, that's why consumer loans normally have higher interest rates than the business loan and also need to be appraised carefully In the year 2012, the lending interest rates for individual loans are still high due to some economic reasons, resulting potentially bigger amount of bad debts for 64 Figure 3.2: Targets for credit appraisal for individual customers (Unit: Million VND) (Source: Planning for 2012 – VIB Lieu Giai) Overdue debts will stand at about VND 532.93 million, down 45% against 2011 Seeing opposite pattern, profit from individual credits for the year 2012 will be VND 20,238.02 million, an increase of 34% compared to 2011 3.2 Solutions to improve the quality of credit appraisal for individual customers in Vietnam International Bank – Lieu Giai transaction office After analyzing the drawbacks and their causes affecting the quality of credit appraisal for individual customers in VIB Lieu Giai, I propose some solutions to limit these drawbacks, including: 3.2.1 Completing the appraisal process, content and method To achieve high quality of credit appraisal activities in this non-stop changing financial market, the appraisal process, content and method of credit appraisal for individual customers in VIB Lieu Giai should always be completed - Adapting to the new demands The bank’s customers’ demands and references are different in numerous aspects and keep altering Thus if want to exist in this market, the bank should adapt itself to those changes and make distinction The updated process as well as content 65 and method of appraisal activities should be stated clearly in the bank’s credit policy for using systematically - Coordinating different staffs and departments in appraisal activities for individual credits The coordination and linkage between the credit staffs in credit management department as well as other departments in the evaluation process will improve the quality of the evaluation The fact in recent years has shown that the coordination has been improved but still not enough Management should clear rules and guidelines in collaboration between staffs and departments in appraisal activities Beside that, an effective monitoring and checking mechanism combining with encouraging the officials and their departments to coordinate more closely will bring efficiency - Improving the quality of appraisal service Another equally important factor is to improve the quality of customer services in credit appraisal activities to always create a sense of satisfaction and peace of mind for customers when their financial needs are met The bank can achieve this goal through monitoring mechanism, encouragement as well as punishment/reward policy - Using a credit scoring system for individual customers Consumer lending activities of banks directly related to a large number of customers They often borrow a smaller amount than in the field of business, so with a great level of outstanding consumer lending, banks must make a number of loan contracts with several times the loan in the above fields In such cases banks often use a very effective method supporting to the appraisal, which is credit scoring system “Credit scoring” is a statistically derived numeric expression of a person's creditworthiness that is used by lenders to access the likelihood that a person will repay his or her debts A credit score is based on, among other things, a person's past credit history 66 In fact, a score system usually has a lot of factors; usually there are about to 12 different factors to be considered including: time at current work, marital status (married, single or divorced); the age and kind of labor (skilled or not), duration of residence, number of dependants, assets at the banks, etc The use of credit scoring to appraise credits for enterprises is not unfamiliar anymore but VIB Lieu Giai has not employed a kind of this system for its personal credits Here is a score system in a bank in the U.S from which the bank can refer to develop a score system for its individual customers Table 3.1: Score system in a bank in the U.S Factors Score Occupation of borrower Professionals or managers 10 Skilled labor Office staff Student Unskilled labor Part-time labor 2 Residency status Own their own homes Have rented house or apartment Stay with friends Credit rating Good 10 Average None Bad Working time for current occupation More than a year One year or less Time lived at current address More than a year 67 One year or less There are telephone Yes No Number of dependants Zero One Two Three More than three Type of bank account Both checking accounts and savings accounts Only savings accounts Only checking accountS No account Based on the customers’ score and other information collected, the bank can provide several maximum loan amounts for different score groups 3.2.2 Modernizing appraisal technology For customers, time is money The faster the bank connects its customers to their financial issues, the more satisfied they will feel Hence, the bank should always update and apply the best banking practices; also invest in advanced technologies in order to provide customers with excellent banking services Applying modern software in appraising activities, especially in credit appraisal for individual customers is therefore an important task VIB Lieu Giai should done as soon as possible The software can not only store customers’ information for the use of all VIB system later but also help the credit appraiser cut cost and his job more effectively 68 Here I introduce “Credit Appraisal Software” developed by CMCSoft Company The software is used to manage entire credit process from the submitting of applications until approving the loans and managing the disbursement information Credit Appraisal Software has following benefits:      Reduce time of information collecting Store large amounts of documents, records of work; Meet the large number of concurrent users; Implement the appraisal with concentration in areas and regions; Control risk and loan schedule In addition, computerizing the bank’s operation and management and training bank staffs to master that technology are also critical requirements 3.2.3 Enriching the quality of human factor People are always the central element, have a decisive effect on the quality of credit assessment Therefore, the competence and working style of appraiser would always be improved for the purposes of both solving problems and increasing the quality of appraisal activities Followings are some solutions raised to enrich the quality of human factor in credit appraisal for individual credits in VIB Lieu Giai: - Separating appraiser from other credit activities One of the reasons for the limitations in the appraisal process is no specialization in appraisal activities Thus, the bank should have its own appraiser who is responsible for specialized credit appraisal activities for individual customers, independent from making lending decision and managing personal debts This specialization would help the bank’s appraiser reduce his workload, enabling him to concentrate more on work, and have more time to improve himself professionally Due to the operation scale of VIB Lieu Giai in 2012, I recommend that the bank should have at least one appraiser who only implements appraisal activities for its individual credits - Associating benefits of the appraiser with his working results The appraiser will be more focusing on enhancing his appraisal technique as well as the quality of each appraisal in case he has personal benefit from his service 69 Thus, VIB Lieu Giai should be more detailed in responsibilities and benefits of its appraiser upon his appraisal quality reported at the end of each period The bank’s provision set up should state clearly degree of punishment or reward for the quality of appraisal activities, affecting credit quality for individuals in overall To so, the bank might determine the specific levels of reward/punishment for appraiser based on different quality levels of credit appraisal which are assessed by qualitative and quantitative indicators presented in chapter of this paper like the number of loan applications which meets payment on time, the ratio of overdue debts over total credit for individuals, etc - Enhancing the moral end ethic of credit appraiser in the office Independence is one of key characteristics an appraiser has to possess to conduct transparent and reliable appraisals The bank should ensure that no favoritism, no particular pressure and no personal benefits attached to each credit appraisal To so, the bank may some things below: Set up independent checklists for appraisers and related parties to sign in before any appraisal to make sure no unvalid pressure and personal benefit; Check the appraisal process regularly for the moral and ethic of the bank’s appraiser; and Have punishments for any frauds and harmful commitments as well as awards for who reports those frauds and commitments - Enriching the professional competence of each appraiser Competence and profession in retail credit appraisal should not be limited duty for both appraisal himself and the bank As I said above, VIB training program although hold annually is still theoretical base and covers subject concerned generally In stead of doing that, it should go deep in real circumstances and specify in advanced activities The curriculum for training can create discussion and experience sharing between appraisers in various braches and transaction offices of VIB This kind of opened-class might demonstrate its effect on quality improvement and solidarity of all appraisers in VIB 70 3.3 Recommendations 3.3.1 To the Government Personal credit as well as credit appraisal activities for personal credits are both developed and paid more concern in recent years Therefore the Government and its departments need create necessary legal framework and encourage for the development and transparency of this type appraisal - The law on credit institutions 2010 should be given supplementary article about appraisal activities for both enterprise credit and personal one The article could cover primary steps in appraising, required quality standard, etc - On a broaden scale, through the encouragement of using personal credit in fiscal and monetary policy, the Government has indirectly helped banks increase their credit for individuals; so banks could obtain more fund to invest in quality of their appraisal systems 3.3.2 To State Bank of Vietnam The SBV has a key role in the development of all banking activities in general and appraisal activities in particular The SBV should: - Seize opportunities in international cooperation in order to unfreeze the banking relationships to attract and leverage the investment and information technology from other countries and international organizations, especially investment and information technology in credit appraisal activities - Codify basic criteria for evaluation of personal credits; promulgate regulations and standards guiding the evaluation around banks - Organize seminars regularly with topics relative to appraisal activities like: improving the quality of credit appraisal for individual customers and businesses These seminars are places for the exchange, cooperation and development of evaluation method, content and process between banks and other credit institutions - Extend consumer credit limit for banks, thereby reducing consumer credit interest rates down to levels that are affordability and reasonability 71 - Construct, develop and complete credit information system in entire banking industry for banks transferring and using credit information of individual and enterprise clients in effective and timely manners 3.3.3 To Vietnam International Bank Vietnam International Bank is mainly focusing on retail banking activities; therefore the quality of credit appraisal for personal credit directly affects its income and risk To limit credit risk as well as increase annual bottom line from credits for individual clients, the VIB should: - Invest in modern appraisal software for all the bank system; guide and train appraisal staff in all its branches and transaction offices using that software - Regularly inspect, check and monitor the evaluation activities at banks; appoint long experience appraisers and experts of the VIB training center going to its branches and transaction offices to evaluate and consult the appraisal activities; formulate worthy reward policy and preferential treatment for the bank’s appraisers - Organize annual meetings to summarize evaluation experience in the entire VIB system; hold periodical contests for good credit appraiser to enhance the understanding and coordination between branches and units - Survey the demand and lack in knowledge of appraisers and then design deeper and modern courses to increase the competence and profession of the bank’s credit appraisers CONCLUSION This thesis has raised the common characteristics and significant roles of personal credit and personal credit appraisal in developing economies such as Vietnam Our banks are more and more witnessing the increasing income generated from credits from individual clients Moreover, the fact has also shown that Vietnamese commercial banks are facing increasing bad debts due to unstable 72 macro economic factors, so the completion of appraisal method and process is necessary than ever With the interest above, during the internship time in Vietnam International Babk – Lieu Giai transaction office, I have obtained valuable knowledge and experience to conduct this bachelor thesis in finance The thesis has seen an overview on personal credit and its appraisal activities; introduced about VIB Lieu Giai and its current situation of credit appraisal for individual customers; and lastly recommended to improve the quality of that appraisal activity for not only VIB Lieu Giai but also all commercial banks in general 73 REFERENCES Vietnamese: Phan Thị Thu Hà (2007) Ngân hàng thương mại Nhà xuất Đại học Kinh tế quốc dân, Hà Nội Tô Ngọc Hưng (1993) Tiền tệ, Ngân hàng Thị trường Tài Nhà xuất Khoa học kỹ thuật, Hà Nội Quốc hội Việt Nam nhiệm kỳ thứ 12(2010) Luật tổ chức tín dụng English: Peter S Rose (Fifth edition) Commercial bank Managerment MacGrawHill Irwin Basel Committee on Banking Supervision (2000) Principles for the Management of Credit Risk S Fahim Ahmad (2001) Credit appraisal techniques William King (2005) Types and Characteristics of Consumer Loans Website: http://www.investopedia.com VIB.com.vn http://www.sbv.gov.vn/ http://vneconomy.vn 74 APPENDIX A Credit products for individual customers in VIB Lieu Giai Products Auto loan Residential home loan/Purchase of home under construction Residential home loan/Existing property as collateral Features - Loan term • Auto loan for consumer purpose: up to 72 months • Auto loan for commercial purpose: up to 60 months - Loan amount • Auto loan for consumer purpose: up to 100% VAT invoice • Auto loan for commercial purpose: up to 80% of the buying auto - Flexible interest rate - Method of repayment: monthly or quarterly installment - Collateral: intended auto or other collaterals + Receive advice to select appropriate apartment in reputation projects that signed Contract with VIB funding + Collateral is the property formed from loan, property that in the process of formation according to Purchase Contract + Loan term: up to 180 months + Loan amount: up to 70% of the value of intended apartment + Simultaneous disbursement depending on each project + Competitive, flexible interest rate + Receive advice and support from professionally dedicated staff + Loan term: up to 180 months + Loan amount: up to 90% of the value of your capital need + Competitive, flexible interest rate + Receive advice and support from professionally dedicated staff Application documents + Proof of auto purchase with legitimate origin, eligibility as prescribed by law + Legal identify documents: a copy (not notarized), ID card, Household Registration or KT3 + Request for Loan (VIB form) and repayment plan plus purchasing documents + Evidence of income: the documents proof source of income to repay the loan + Other papers: as requested by VIB (if any) + Copy of ID card, household or KT3 + Application for loan and repayment plan (VIB form) + Proof of loans purposes; + Evidence of financial capacity and repayment sources; + Original Contract signed with Investor and original Transference Document (if any) + Other documents as required (if any) + Copy of ID card, household or KT3 + Application for loan and repayment plan (VIB form) + Proof of loans purposes; + Evidence of financial capacity and repayment sources; + Copies of collateral documents: proof of ownership and use right; + Other documents as required (if any) 75 Home + Loan term: up to 180 months renovation loan + Loan amount: up to 80% of the value of your capital need + Competitive, flexible interest rate + Receive advice and support from professionally dedicated staff + Copy of ID card, household or KT3 + Application for loan and repayment plan (VIB form) + Proof of loans purposes; + Evidence of financial capacity and repayment sources; + Copies of collateral documents: proof of ownership and use right; + Construction Permit; Design + Other documents as required (if any) Residential + VIB commits to pay or open a + Copy of ID card, Household home blockage account to ensure the solvency Registration or KT3 loan/Purchase of your Seller / Transferor + Application form and repayment of completed + Easy access loans due to the collateral plan (VIB form) property is the one you borrow money to buy or + Proof of loans purposes; to receive from Transferor + Evidence of financial capacity + Loan term: up to 180 months; and repayment sources; + Loan amount: up to 90% of your + Copies of collateral: proof of investment needs ownership and use right + Competitive, flexible interest rate (certificates of house ownership and land use rights if the collateral + Receive advice and support by is a house and Certificate of Land professionally dedicated staff Use Rights if collateral is a land) + Other documents as required (if any) Overseas study + Total loan amount: up to 100% your + Application form (VIB format); financing demand + Copy of passport/ ID and + Loan term: up to 60 months Household Registration of + Flexible interest rates and repayment student; methods + Original or copy of the proof of + Flexible financial package to satisfy loan purpose (Admission notices, different needs (studying overseas, Notices of school fees ) participating in international training + Borrowers who are relatives of programs in Vietnam, evidence of the student, must present financial capacity, remittance) additional proof of family relationship with the student + Financial Documents: Proof of income and repayment + Collateral: Proof of lawful ownership of property + Other documents as required by the VIB (if any) Unsecured Basing on detailed market research, + Copy of ID Card, Household personal loan “Unsecured personal loan" product, Registration or KT3 76 with remarkable improvements, is offered to support maximum demand of loans for consumption purposes + Quick, convenient procedures; + No collateral asset required; + Loan amount: up to 300 million VND + Maximum loan term: up to 36 months + Customers can concurrently use the following products: • Installment repayment loan; International Credit Master Card; Overdraft loans • Value added: A chance to become close customers of VIB and enjoy a range of attractive promotions Overdraft + Two forms of overdraft loans are available: • Overdraft with collateral • Unsecured overdraft + Flexible interest rate Interest will be calculated daily on the actual outstanding loan and the value of prepayment + Loan amount: + Overdraft with collateral: up to 300 + Copy of Marriage Registration Certificate, ID Card of Borrower's Spouse (if any); + Request for loan and repayment plan (VIB form) (duly certified by leaders of agency, company); + Copy of Labor Contract with indefinite term, or Labor Contract with definite term and the remaining term of the Labor Contract must be longer than the loan term; or evidence as owner of private enterprise who are in such position for minimum 02 years, his/her enterprise has minimum charter capital is billion VND with no overdue debt incurred within 01 years by the time the loan placement and earned profit within 01 years; or other equivalent valuable papers + Confirmation of working time for the current agency/company for 12 months and above Proof of financial capacity (copy of bank statement for the last 03 months, confirming the actual income from salary and allowances as million or more per month paid by Bank (VIB is preferable) + Proof of loan purpose + Confirmation of life insurance, the premium of which is equivalent to the amount of the loan and transfer of beneficiary for VIB + Legal document (copy of ID card, Household Registration, Marriage Registration etc .); + Application form and repayment plan; + Proof of financial capacity and repayment sources (Copy of bank statement (bank ledgers) reflecting salary of last 03 months (original); 77 Individual business loan million VND + Unsecured overdraft amount: maximum months salary but not higher than 100 million VND + Loan term: up to 12 months + Simple, quick procedures + To meet any loan demand in VND and foreign currencies with all terms + Loan term: up to 60 months + Loans amount: up to 70% of capital needs + Flexible interest rate + Professional advice from VIB staff Valuable paper loan Mortgage is applied to variety of valuable papers including: + Savings Book issued by VIB + Government bonds + Treasury bills + Valuable papers issued by prestige credit institutions + Total loan amount: up to 100% of the value of valuable papers as at maturity date + Loan term: up to 12 months + Borrowing can be in VND and gold + Attractive interest rate + Flexible repayment methods Shares loan VIB shares loan timely meets the investment needs with collateral as listing securities, OTC securities or other assets • Loan term: Depending on your loan purpose and repayment sources • Loan amount: up to 50% of the securities valuated by VIB • Flexible interest rate • Flexible repayment methods, consistent with your financial capabilities + Proof of legal ownership of collateral and other related papers; + Copy of ID card, household or KT3 + Certificate of Business Registration, Practice License (if any) + Application form (VIB form) and repayment plan + Copies of collateral documents: proof of ownership and use right; + Other documents as required (if any) + Copy of ID card + Original valuable papers and other relevant documents as proof + Valuable papers owned by the legitimate mortgager with valid payment terms + Valuable papers, free of ownership dispute, suspension, limited ownership rights + In case the valuable paper is owned by a third person, there must legal Authorization Letter issued by a third person + Other documents requested by VIB • Copy of ID card and Household Registration • Application for Loan and repayment plan (VIB form) • Proof of securities ownership (listing and posting securities at the Securities Trading Center which have completed custody procedures; OTC Securities) • Evidence for loan purpose • Proof of financial capacity and repayment sources • Other documents requested by VIB 78 B Application for loan and repayment plan form of VIB Lieu Giai ... 1.1.2.1 The concept of credit for individual customers 1.1.2.2 Classification of credit for individual customers 11 1.1.2.3 Roles of credit for individual customers 13 1.2 Credit appraisal for. .. Specifically, we may use the following criteria: Indicator Profit from credit for individuals Outstanding credit for individuals Indicator Profit from credit for individuals Total profit The indicator number... Quantitative indicators • Outstanding credit for individuals Indicator Outstanding credit for individuals Total outstanding credit 25 Indicator Outstanding credit for individuals Total assets The first