Banking review. Remote channels of banking services (on the example of PJSC "Sberbank of Russia")

Application of RBS on the example of Sberbank of Russia PJSC

General characteristics of PJSC "Sberbank of Russia"

Public Joint Stock Company "Sberbank of Russia" (hereinafter referred to as Sberbank) is one of the largest banks in the country and occupies leading positions in the credit system in terms of a number of economic indicators. Today it has no equal among commercial banks in terms of the number of territorial banks, branches and agencies.

The mission of Sberbank is to meet the needs of every client, including private, corporate and state clients throughout Russia, in banking services High Quality and reliability, ensuring the stable functioning of the Russian banking system, saving the deposits of the population and investing them in the real sector, contributing to the development of the Russian economy. Official website of PJSC Sberbank of Russia: http://www.sberbank.ru/

The share of Sberbank in the total assets of the Russian banking sector was 28.7% as of January 1, 2016; in the market of private deposits - 46%; the loan portfolio corresponded to 38.7% of all loans issued to the population.

The governing bodies of Sberbank are:

General Meeting of Shareholders;

Supervisory Board;

Bank Board.

The Management Board has been headed by the President and Chairman of the Management Board of the Bank German Gref since November 2007.

The bank's branch network includes 16 territorial banks and 17,493 divisions throughout Russia. Subsidiary banks of Sberbank of Russia operate in Kazakhstan, Ukraine, Belarus, and Germany.

Sberbank carries out the following banking operations:

attraction Money physical and legal entities in deposits (on demand, for a certain period);

Placement of attracted funds on its own behalf and at its own expense;

Opening and maintaining bank accounts of individuals and legal entities;

Making settlements on behalf of clients, including correspondent banks;

Collection of funds, bills of exchange, payment and settlement documents;

Cash services for individuals and legal entities;

Purchase and sale of foreign currency in cash and non-cash forms;

Attracting deposits and placement of precious metals;

Issuance of bank guarantees;

Money transfers on instructions individuals without opening bank accounts (except for postal orders).

Sberbank offers retail clients a wide range of banking products and services, including:

deposits;

Various types of lending (consumer loans, car loans and mortgages);

bank cards;

Money transfers;

Bank insurance;

Brokerage services Belozerov S.A., Motovilov O.V. Banking: textbook, 2016. - M.: 2016. - p. 59..

Sberbank of Russia serves all groups of corporate clients. Small and medium-sized companies account for more than 32.7% of the corporate loan portfolio. The bank also offers deposits, settlement services, project, trade and export finance, cash management services and other core banking products.

Sberbank is also actively developing its Mobile Bank and Sberbank OnL@yn applications, with an impressive client base of more than 25 million active users.

According to the bank's new development strategy up to 2018, Sberbank plans to increase its net profit in 2018 by more than 1.8 times compared to the results of 2013 (RUB 362 billion), while the previous strategy set the goal of doubling profits. The bank also plans to increase its assets by 1.8 times, the bank plans to increase fee and commission income by 2.3 times by 2018. Return on equity (ROE) in 2018 should be 18%, cost-to-income ratio - less than 40%. Sberbank's new strategy also assumes a shift in focus to the retail segment. Thus, the bank plans to more aggressively increase its share in the retail lending market from 38% to 42.8% by the end of 2018. In the retail deposit market, up to 46% by the end of 2018 (now it is 45.1%) Sberbank plans to reduce the number of branches from 16.5 thousand to 13-15 thousand. Sberbank's plans in the corporate lending segment, on the contrary, have become more modest. Share in the corporate lending market, according to new version strategy, in three years it should increase from 32.5 to 33.2% (in the previous strategy - 39.7%), in the deposit market - to decrease from 24.7 to 24.2%.

Thus, today PJSC Sberbank of Russia has not only confirmed its reputation as the most reliable bank in the country, having overcome the crisis with a minimum level of losses, but also provided access to banking services to a significant number of new customers. By 2016, the bank significantly strengthened its position in priority market segments, maintaining its leading position in the retail banking market, with a share of over 80% in the total ruble deposits of the population. The bank's position in servicing corporate clients has significantly strengthened: Sberbank's market share is about 30%, and more than 1 million legal entities are the bank's clients. Sberbank also continues to work actively on the market for internal and external government obligations and corporate securities.

In 2016, in addition to classic lending, Sberbank can offer its customers a full range of banking services. Sberbank deposit rates remain one of the most profitable, while the depositors themselves are maximally protected from the theoretical loss of funds, since the financial organization of deposits is controlled by the Central Bank of the Russian Federation and has the highest degree of reliability. The most popular deposits include term, special and settlement deposits.

Features of Internet banking and mobile banking: functions, advantages, disadvantages, regulatory support. Evaluation of the functioning mechanism of remote banking in PJSC "Sberbank of Russia", a description of ongoing operations in this area.

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Remote banking channels

(on the example of PJSC "Sberbank of Russia")

Introduction

1.3 Regulatory support in the field of remote

banking services

2.2 The mechanism of functioning of remote banking in PJSC

"Sberbank of Russia"

2.3 Characteristics of operations conducted by Sberbank of Russia PJSC in

remote banking system

Conclusion

Application list

Introduction

In the process of passing the practice, it becomes possible to visually analyze a certain range of indicators of the practice base. This allows not only to consider the topic of educational practice from a theoretical point of view, but also provides an opportunity to get acquainted with practical material that relates to the chosen topic. Thus, the passage of educational practices is an important component of training.

The development of information technology has had an impact on all spheres of human life. They have also found their wide application in remote banking systems. The active introduction of remote banking systems makes banking transactions less costly for financial institutions, and banking services become easier and more accessible for the clients of these institutions.

PJSC Sberbank of Russia is the largest domestic financial institution that actively provides its customers not only with traditional banking services, but also strives to use the most modern information technologies in its service, including in the field of remote banking services.

The purpose of the study practice report is to study remote banking service channels (on the example of PJSC Sberbank of Russia);

To achieve the goal, which is set in the report on educational practice, it is necessary to solve the following tasks:

Consider the concept and types of remote banking services;

Describe the features of Internet banking and mobile banking, determine their functions, advantages and disadvantages;

Consider regulatory and legal support in the field of remote banking services;

Give a general description of PJSC Sberbank of Russia;

Describe the mechanism of functioning of remote banking in PJSC "Sberbank of Russia";

Describe the operations carried out by Sberbank of Russia PJSC in the remote banking system.

The study practice report consists of an introduction, two chapters, which are divided into subparagraphs, a conclusion, a list of references and applications.

The introduction sets out general information, as well as the goals and objectives of the practice report.

The first chapter of the practice report is theoretical. It reveals the main aspects related to remote banking services, types of RBS, as well as legal regulation of this area of banking activity.

The second chapter examines and analyzes the organization and indicators of remote banking services in PJSC Sberbank of Russia.

At the end of the practice report, the main conclusions are drawn from the results of the training practice.

The list of references contains the main legal acts and other sources that were used in writing the practice report.

The appendices contain material that is related to the issues of remote banking services at PJSC Sberbank of Russia and its indicators.

1. Theoretical aspects of remote banking

1.1 Concept and types of remote banking services

internet mobile remote banking

At the present stage of development of banking systems various countries world, uninterrupted and fast processing of cash and information flows is one of the main tasks of credit institutions. In the conditions of fierce competition in the banking market, the need for the introduction of new information technologies becomes obvious. Today, a large number of commercial banks Russian Federation focus on improving the quality of customer service while reducing costs. Currently, various types of remote banking services (RBS) are becoming more widespread among such technologies of banking services of commercial banks of the Russian Federation.

In general, RBS means the following concept: “a system for providing banking services based on orders transmitted by a client remotely (that is, without a direct visit to a bank office), most often using computer or telephone networks.” Krivoruchko S. V., Lopatin V. A. National payment system Keywords: structure, technology, regulation. International experience, Russian practice. M.: KNORUS, 2013. S. 267.

RBS is based on the principle of information exchange between the bank and its client, subject to the condition that the bank provides high level security and privacy. Properly implementing and developing RBS systems, the bank improves the efficiency of its activities and expands its activities by increasing the level of sales of banking products, as well as attracting new customers by offering them new and more convenient service conditions. Also, thanks to the development of remote banking systems, credit institutions can provide their customers not only with traditional banking services sold in any bank branch, but also with new products and services that allow meeting the financial, social and other needs of customers at a completely different level.

The main trend in the development of the modern banking system is the introduction and development of RBS systems based on electronic banking (e-Banking) technologies used throughout the world. Thanks to the differentiation of financial information transfer methods, it became possible to develop a variety of technical solutions for using various communication channels in banking, in order to improve the quality and level of banking customer service, as well as minimize financial and time costs. Valentseva N. I. Banking system in the modern economy: tutorial/ ed. O. I. Lavrushina. M.: Yurayt, 2012. P.187.

The main opportunities of RBS are various strategies of retail business, which are based on the concept of remote banking self-service for customers. This concept lies in the fact that it is enough for a client to visit a bank branch once to conclude an agreement. Subsequently, the client has the opportunity to use the services of the bank and purchase new banking products remotely, that is, without visiting the bank's office. This process allows banks to make their products not only convenient, but also accessible to a larger number of customers, regardless of the coincidence of the geography of their location and the opening hours of bank branches.

By service subjects (client base), RBS is usually divided into two groups:

a) systems serving the corporate sector (legal entities and individual entrepreneurs);

b) systems used by natural (private) persons;

Depending on the chosen communication channel by the bank client, it is customary to distinguish the following types of RBS:

a) PC-banking (PC-banking) or the "Client-Bank" system, which involves the installation of special software on the client's personal computer;

b) Internet banking (Internet-banking), which involves the use of a Web browser installed on the client's personal computer to access banking operations;

c) Telephone banking (Phone-banking), in which the capabilities of telephones with the function of tone dialing and fax are used to manage the account;

d) Mobile banking (Mobile-banking), which involves the exchange of information between the client and the bank using either a mobile device (phone, tablet computer) via SMS messages or through mobile internet(SMS-banking, WAP-banking, GPRS-banking);

e) Banking services through ATMs (ATM-banking) and self-service terminals.

1.2 Features of Internet banking and mobile banking: functions, advantages, disadvantages

Internet banking systems are systems designed to provide banking services to customers, providing the ability to perform all standard banking transactions via the Internet, with the exception of cash transactions. Zhukov E. F., Eriashvili N. D. Banking / 4th ed. M.: UNITI-DANA, 2014. P.659

Using the Internet banking system provides a number of advantages:

a) the client of the bank has the opportunity to control his own accounts 24 hours a day (receipt and withdrawal of funds from the account);

b) the ability to track transactions performed using the client's plastic cards;

c) fast and secure access to the services of online stores;

d) no need to install bulk software on the client's personal computer, that is, the system is available for the client, since there is no binding to a specific personal computer and the bank client has the opportunity to work from any device with Internet access.

From the point of view of costs for the use and operation of Internet banking systems, they are also significantly cheaper than the classic Client-Bank systems, since customers do not have to have experience with special programs and do not need to have the skills to install and operate such programs, and banks spared from maintaining the client part of the software of RBS systems, since the technical support of Web browsers is carried out by their developers. Internet banking systems along with their wide functionality allow them to gain increasing popularity not only among private users, but also among small and medium-sized businesses.

Interest in Internet banking is due to the fact that this banking product has developed e-commerce. With this service, you can perform the following operations:

Make statements on your accounts, find out about the state of funds on the card, get information on deposits;

Get up-to-date information banking products;

Apply for opening or blocking deposits, bank cards, obtaining loans, etc.

Make internal transfers to bank accounts or to accounts of other banks;

To convert funds (currency exchange);

Create templates according to which regular transfers will be carried out with maximum speed and at the time specified by the client (automatic payments).

These features associated with the use of Internet banking are common to most banks. Some financial institutions offer other options for this service. Internet banking options are expanding every year depending on the needs of customers for a particular online operation.

Internet banking is one of the most popular services used by Internet users in Russia. Research shows that this service it is more in demand among individuals, because it greatly simplifies daily transactions, and is also very convenient in its use. With its help, about 76% of users made at least one payment transaction per month.
Unfortunately, with the growing popularity of Internet banking systems, they are increasingly susceptible to misuse by intruders, which requires a constant and significant increase in the cost of banks to ensure their security. In particular, it has become more difficult for banks to control the situation on the client's side, since the use of Internet banking systems is not limited to the location (location) of the client, and he, in turn, can violate the security rules for using such a system, allowing unauthorized access to his personal data by another person. Krivoruchko SV, Lopatin VA National payment system: structure, technologies, regulation. International experience, Russian practice. M.: KNORUS, 2013. P.291.

Mobile banking is the implementation by the client of managing his bank account using mobile phone or tablet computer. As a rule, for this, on a mobile device, you need to download and install special application.

In most cases, to make banking operations an Internet channel is required, less often transactions are carried out by sending SMS messages. It should be noted that earlier, before smartphones became widespread, it was SMS-banking that was considered the main type of Mobile banking. Currently, mobile banking applications are applications for Internet banking with reduced functionality, adapted to small screens of smartphones and operating systems installed in mobile devices Oh.

Modern mobile banking is Internet banking, but with the difference that it requires a special application on a telecommunications device (mobile device), while Internet banking requires an Internet browser on a laptop or laptop. In both cases, an Internet connection is required, although some experts write that mobile banking requires a telephone connection and then SMS banking will be part of mobile, but on this moment development of electronic systems, it can be distinguished into a separate form of remote banking services - telephone banking or CMC banking. More often, Internet banking allows you to make more transactions than mobile app, which is more of an information service. But also some banks provide customers with the opportunity to make payments and money transfers using a mobile application. Unlike Internet banking, some information can be obtained offline in mobile banking.

Federal backup system The US defines mobile banking as something with which you can access a bank or your account. This feature is implemented on a mobile phone when a user accesses the bank's web page through an Internet browser, performs transactions via text messages, or uses a special application downloaded to a mobile device.

Modern mobile banking develops from telephone banking and emerges in 2010 on the basis of operating system Apple (iOS), then Google (Android) and Microsoft (Windows Mobile). It received its greatest distribution among users in South Korea and China.

The modern mobile banking service includes a wide range of services, including:

Making money transfers between your accounts, to the accounts of your bank and another bank;

Payment for various services (for example, housing and communal services, services mobile operator and others);

Viewing information about the state of the account, its balance, detailing information on the movement of funds on accounts, as well as information on loans and deposits;

Ability to view information about the exchange rate, the location of ATMs, etc.

1.3 Legal and regulatory support in the field of remote banking services

The regulatory framework governing the introduction of the use of remote banking systems (RBS) in Russia is represented by the following documents:

Table 1

Regulatory legal regulation remote banking

	Normative document	Approval date, number	Key points
Legislative level
	Federal Law "On the national payment system"	dated 06/27/2011 N 161-FZ (as amended on 07/03/2016)	Establishes the legal and organizational framework of the national payment system, regulates the procedure for the provision of payment services, including the transfer of funds, the use of electronic means of payment, the activities of the subjects of the national payment system, and also determines the requirements for the organization and functioning of payment systems, the procedure for supervision and supervision in the national payment system.
	Federal Law "On Electronic Signature"	dated 04/06/2011 N 63-FZ (as amended on 07/08/2016)	Regulates relations in the field of the use of electronic signatures in civil law transactions, the provision of state and municipal services, the performance of state and municipal functions, in the performance of other legally significant actions, including in cases established by other federal laws.
Regulatory level
	Regulations of the Bank of Russia “On Interregional Electronic Settlements Through the Settlement Network of the Bank of Russia”	approved Bank of Russia 06/23/1998 N 36-P) (as amended on 12/13/2001)	determines the procedure for making, recording and controlling interregional electronic settlements (MED) in the Bank of Russia system, as well as the main rules and conditions for including credit institutions and other legal entities that are not credit institutions (hereinafter referred to as Bank of Russia customers) serviced by the Bank's settlement network units Russia, as a user of the system of interregional electronic settlements of the Bank of Russia.
Methodical level
	Letter from the Bank of Russia “On the implementation of the Federal Law “On countering the legalization (laundering) of proceeds from crime and the financing of terrorism in terms of identifying customers served using remote banking technologies (including Internet banking)”	dated 30.08.2006 N 115-T	Explains the issues of compliance with the law in terms of combating the legalization (laundering) of proceeds from crime and the financing of terrorism in terms of identifying customers served using remote banking technologies (including Internet banking) in connection with the development of payments via the Internet.
	Letter from the Bank of Russia “On the Peculiarities of Servicing Clients by Credit Institutions Using the Technology of Remote Access to a Client’s Bank Account (Including Internet Banking)”	dated 04/27/2007 N 60-T (as amended on 04/13/2016)	Explains commercial banks features of servicing clients by credit institutions using the technology of remote access to the client's bank account (including Internet banking)
	Letter from the Bank of Russia “On risks in remote banking”	dated 07.12.2007 N 197-T	Recommends commercial banks to ensure that measures are taken to minimize the risks associated with possible fraud and other abuses that are possible when banks provide remote banking services to customers

2. Application of RBS on the example of Sberbank of Russia PJSC

2.1 general characteristics PJSC "Sberbank of Russia"

The mission of Sberbank is to meet the needs of every client, including private, corporate and public ones throughout Russia, in banking services of high quality and reliability, ensuring the stable functioning of the Russian banking system, saving household deposits and investing them in the real sector, contributing to the development of the Russian economy. Official website of PJSC Sberbank of Russia: http://www.sberbank.ru/

The governing bodies of Sberbank are:

General Meeting of Shareholders;

Supervisory Board;

Bank Board.

The Management Board has been headed by the President and Chairman of the Management Board of the Bank German Gref since November 2007.

The bank's branch network includes 16 territorial banks and 17,493 divisions throughout Russia. Subsidiary banks of Sberbank of Russia operate in Kazakhstan, Ukraine, Belarus, and Germany.

Sberbank carries out the following banking operations:

Attraction of funds of individuals and legal entities in deposits (on demand, for a certain period);

Placement of attracted funds on its own behalf and at its own expense;

Opening and maintaining bank accounts of individuals and legal entities;

Making settlements on behalf of clients, including correspondent banks;

Collection of funds, bills of exchange, payment and settlement documents;

Cash services for individuals and legal entities;

Purchase and sale of foreign currency in cash and non-cash forms;

Attracting deposits and placement of precious metals;

Issuance of bank guarantees;

Money transfers on behalf of individuals without opening bank accounts (except for postal orders).

Sberbank offers retail clients a wide range of banking products and services, including:

deposits;

Various types of lending (consumer loans, car loans and mortgages);

bank cards;

Money transfers;

Bank insurance;

Brokerage services Belozerov S.A., Motovilov O.V. Banking: textbook, 2016. - M.: 2016. - p. 59..

Sberbank is also actively developing its Mobile Bank and Sberbank OnL@yn applications, with an impressive client base of more than 25 million active users.

According to the bank's new development strategy up to 2018, Sberbank plans to increase its net profit in 2018 by more than 1.8 times compared to the results of 2013 (RUB 362 billion), while the previous strategy set the goal of doubling profits. The bank also plans to increase its assets by 1.8 times, the bank plans to increase fee and commission income by 2.3 times by 2018. Return on equity (ROE) in 2018 should be 18%, cost-to-income ratio - less than 40%. Sberbank's new strategy also assumes a shift in focus to the retail segment. Thus, the bank plans to more aggressively increase its share in the retail lending market from 38% to 42.8% by the end of 2018. In the retail deposit market, up to 46% by the end of 2018 (now it is 45.1%) Sberbank plans to reduce the number of branches from 16.5 thousand to 13-15 thousand. Sberbank's plans in the corporate lending segment, on the contrary, have become more modest. The share of the corporate lending market, according to the new version of the strategy, should increase from 32.5 to 33.2% over three years (in the previous strategy - 39.7%), in the deposit market - to decrease from 24.7 to 24 .2%.

2.2 The mechanism of functioning of remote banking in PJSC "Sberbank of Russia"

Sberbank continues to improve remote service channels. During the year, the network of self-service devices, in accordance with the Strategy of Sberbank, decreased by 4,000 devices and amounted to 52,000 self-service devices with a cash withdrawal function, 34,000 without a cash withdrawal function.

The network of self-service devices has expanded with a new software, which provides customers with a single space to perform operations. In these devices (more than 53,000 pieces), the client sees his transactions carried out in the Sberbank Online Internet bank, can print a confirmation check on them and repeat the payment according to the template created earlier in the Internet bank. Customer device availability increased from 93.2% to 95.1%.

The change in the number of active users of the web version of the Sberbank Online Internet Bank in general for Sberbank of Russia PJSC is presented in Appendix 5

Sberbank has released a new, market-unique version of the Sberbank Online mobile application for the Android platform. The version has a built-in protection package with anti-virus software that protects not only the application, but also the phone itself. This made it possible to provide customers with a new functionality for payments and transfers. Significant changes have been made to the design, which is built on the principles of Material Design: three-dimensional surfaces, realistic animation when touched. Focusing on the design concept from Google, Sberbank has made an application that matches the graphic style familiar to Android users.

The Sberbank Online mobile app for iPhone took first place in the ease of use rating of mobile banking apps for iPhone published by UsabilityLab.

Sberbank has updated Sberbank Online mobile applications for all platforms: iOS, Android and WinPhone. Now, to register in the application, you do not need an ATM or a web version of the Internet bank - just enter the card number and confirm authorization using the code from the SMS message. In the new version of the mobile application, you can quickly transfer money not only to a Sberbank client, but also to Visa cards and MasterCard of other Russian banks. For an instant transfer, it is enough to indicate the recipient's card number. In the expense analysis service, you can create your own expense categories and transfer completed transactions to them, which allows you to better control your daily expenses.

Changing the number of active system users remote service in the Yaroslavl region are presented in table 2

table 2

Number of active clients - RBS users of PJSC Sberbank of Russia in the Yaroslavl region for 2013-2015, people

It should be noted that active clients - users of RBS systems of Sberbank of Russia PJSC are users who have made at least one transaction within a month using one or another RBS system. Clients who are actually users of RBS systems, but for some reason do not use them in these calculations are not taken into account.

Let us calculate the dynamics indicators using the example of the increase in active users of the Mobile Bank (MB) in PJSC Sberbank of Russia in the Yaroslavl Region.

Chain absolute growth is calculated by the formula:

Changes in 2014 were:

Changes in 2015:

Calculate the chain type of growth using the formula:

Where - the value of the indicator in the current year;

The value of the indicator of the previous year.

Let us calculate the dynamics indicators using the example of the increase in active users of the Sberbank Online Internet Bank (SBOL) in PJSC Sberbank of Russia in the Yaroslavl Region:

Conclusion: the number of active clients - users of SBOL PJSC "Sberbank of Russia" in the Yaroslavl region increased by 88,542 people. in 2014 and for 52,157 people. in 2015, which amounted to 100.19% and 29.48%, respectively.

Such a sharp increase in users over the past couple of years is characterized by the fact that SBOL began to enjoy great confidence among customers. And since 2014, there has been an expansion of the functionality for the operations performed, which allows the holders of bank cards of Sberbank of Russia PJSC to manage their deposits and cards, make transfers via the Internet, and pay for mobile communications without commission. Users have the opportunity to independently register in the system and choose a login and password to enter. To pay for services in SBOL, there are reduced commissions, when opening online deposits - increased interest rates. With the help of SBOL, you can pay for housing and communal services, the Internet, taxes (in total - more than 60 thousand service providers). Let us calculate the dynamics indicators using the example of the increase in active users of the Sberbank Online (MP) Mobile Application in PJSC Sberbank of Russia in the Yaroslavl Region:

Conclusion: the number of active clients - users of the Sberbank Online mobile application in the Yaroslavl region increased by 27,175 people. in 2014 and by 31,762 people. in 2015, which amounted to 141.69% and 68.52% respectively.

Thus, we see that all types of RBS are gaining popularity. The population has become more trusting in this kind of service. PJSC Sberbank of Russia is rapidly developing this area of activity, developing and implementing new technologies in RBS, and offering various types of products and services, as well as service packages optimized for a specific user.

The Sberbank Online mobile application is developing most actively, since the mobility of the RBS system is important for most users. Many clients practically stop using SBOL, moving to the Mobile application. This is due to the fact that it is much more convenient for them to use tablet computers or mobile phones with an application installed on them than to be tied to a specific personal computer.

2.3 Characteristics of operations conducted by Sberbank of Russia PJSC in the remote banking system

Operations performed through the RBS systems of Sberbank of Russia PJSC in the Yaroslavl Region are presented in Table 3

Table 3

Operations performed through the RBS systems of Sberbank of Russia PJSC in the Yaroslavl Region in 2013-2015, thousand units

Let's calculate the dynamics indicators for completed transactions through the SBOL services of Sberbank of Russia PJSC:

Conclusion: the number of transactions through the SBOL of Sberbank of Russia PJSC in the Yaroslavl region increased by 1,736 thousand units. in 2014 and 1471 thousand units. in 2015, which amounted to 23.45% and 15.85% respectively. Let's calculate the dynamics indicators for completed transactions through self-service devices (OS) of Sberbank of Russia PJSC:

Conclusion: the number of transactions through self-service devices of Sberbank of Russia PJSC in the Yaroslavl region increased by 213 thousand units. in 2014 and 85 thousand units. in 2015, which amounted to 5.95% and 2.24% respectively.

Let's calculate the dynamics indicators for completed transactions through the Sberbank Online mobile application:

Conclusion: the number of transactions through the Sberbank Online mobile application of PJSC Sberbank of Russia in the Yaroslavl region increased by 554 thousand units. in 2014 and 1212 thousand units. in 2015, which amounted to 41.65% and 64.33% respectively. In a separate category of transactions can be identified, transactions performed through the service auto payment (AP). Let's calculate the dynamics indicators for the AP service provided to its customers by Sberbank of Russia PJSC:

Conclusion: the number of AP transactions in PJSC Sberbank of Russia increased by 210 thousand units. in 2014 and 189 thousand units. in 2015, which amounted to 96.77% and 44.26% respectively.

Let's calculate the share of operations performed through the RBS services of Sberbank of Russia PJSC for 2015:

Graphically, these results are presented in Appendix 4

We will conduct a study on the most popular remote banking system in PJSC Sberbank of Russia. Table 6 reflects the number of transactions performed by clients - SBOL users, every month, as well as the amounts of money attributable to these types of transactions, that is, the turnover of funds from transactions performed using RBS.

Table 4

The number of transactions made through SBOL in 2015, indicating the amount of cash turnover on them

	Operation share	Payment for services (TV, mobile communications, etc.)	Educational services	Payments to budgetary and non-budgetary funds
	Qty. PCS
	Sum. thousand roubles.
	Qty. PCS
	Sum. thousand roubles.
	Qty. PCS
	Sum. thousand roubles.
	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles
September	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles
	Quantity, pcs
	Amount, thousand rubles

Let's calculate the average amount of money for 2015 attributable to each type of operations performed using SBOL.

From the calculation results, we can conclude that the most popular services in the field of Internet banking of Sberbank of Russia PJSC are payment for housing and communal services and payment for other services (mobile communications, TV, Internet, etc.). Also, the largest cash flows are made when making payments through the SBOL for housing and communal services.

However, it is worth noting that the “other transactions” category accounts for the largest amount of cash per transaction. It can be assumed that such operations include transfers of clients from their own account to the accounts of other SBOL clients. Then such an indicator is quite reasonable and reliable.

Conclusion

In conclusion of the study practice report, the following conclusions can be drawn.

Today, a large number of commercial banks in the Russian Federation pay their attention to improving the quality of customer service while reducing costs. Currently, various types of remote banking services (RBS) are becoming more widespread among such technologies of banking services of commercial banks of the Russian Federation.

The concept of RBS can be considered from different points of view: from such a narrow concept as the provision of specific banking services by a credit institution using software and hardware to a wide segment of the banking market.

Remote types of banking services are actively developing from year to year. First of all, this is due to the development of the Internet, in which there are more and more active users.

The most popular types of remote banking services, for which the rates are growing every year, are Internet banking and mobile banking.

The practice report also examined the regulatory framework on the basis of which remote banking in the Russian Federation is regulated.

The basis for the practice report was Sberbank of Russia PJSC. This financial institution in all respects is the leading financial institution in the Russian Federation. Despite the fact that the bank is large and has long earned the trust of its customers, it is actively introducing new services for the population. The bank also assigns an important role in the direction of its development to the expansion of remote types of banking services.

For example, Sberbank recently updated the Sberbank Online mobile applications for all platforms: iOS, Android and WinPhone. Now, to register in the application, you do not need an ATM or a web version of the Internet bank - just enter the card number and confirm authorization using the code from the SMS message. In the new version of the mobile application, you can quickly transfer money not only to a Sberbank client, but also to Visa and MasterCard cards of other Russian banks. For an instant transfer, it is enough to indicate the recipient's card number. In the expense analysis service, you can create your own expense categories and transfer completed transactions to them, which allows you to better control your daily expenses.

The most popular services in the field of Internet banking of Sberbank of Russia PJSC are payment for housing and communal services and payment for other services (mobile communications, TV, Internet, etc.). Also, the largest cash flows are made when making payments through the SBOL for housing and communal services.

At the moment, this industry is very well developed in Sberbank of Russia PJSC. Many SBOL users connect AP, that is, they do not even have to submit a monthly application for payment for a particular service. The banking system itself reads the data left by the user in the SBOL and sends an application for payment within the specified time. The user can both confirm this request and reject it. The Bank is not entitled to debit funds from the client's account without his confirmation (consent).

List of used literature

I. Normative legal acts

1. Federal Law "On the National Payment System" dated June 27, 2011 N 161-FZ (current version, 2016)

2. Federal Law "On Electronic Signature" dated April 6, 2011 N 63-FZ (current version, 2016)

3. "Regulations on interregional electronic settlements carried out through the settlement network of the Bank of Russia" (approved by the Bank of Russia on June 23, 1998 N 36-P) (as amended on December 13, 2001)

4. Bank of Russia Letter No. 115-T dated 30.08.2006 "On the Implementation of the Federal Law "On Combating the Legalization (Laundering) of Proceeds from Crime and the Financing of Terrorism" regarding the identification of customers serviced using remote banking technologies (including the Internet -banking)"

5. Bank of Russia Letter No. 60-T dated April 27, 2007 (as amended on April 13, 2016) "On the Peculiarities of Customer Service by Credit Institutions Using the Technology of Remote Access to a Customer's Bank Account (Including Internet Banking)"

6. Letter of the Bank of Russia No. 197-T dated 07.12.2007 "On Risks in Remote Banking Services"

II. Special literature

7. Belozerov S.A., Motovilov O.V. Banking: textbook, 2016. - M.: 2016.

8. Valentseva N. I. Banking system in the modern economy: textbook / ed. O. I. Lavrushina. Moscow: Yurayt, 2012.

9. Zhukov E. F., Eriashvili N. D. Banking / 4th ed. M.: UNITY-DANA, 2014.

10. Zabrodskaya K.A. Fundamentals of the development of remote banking / K. A. Zabrodskaya // Finance, - 2012. - No. 7. - P. 59-64.

11. Ilyina T. G. Types and methods of financial and monetary regulation of the economy in modern conditions / T. G. Ilyina // Problems of accounting and finance, - 2015. - No. 1. P. 43-49 41.

12. Karpov A. V. Analysis of the policy pursued by the Bank of Russia in the framework of the development of the payment system of the Russian Federation / A. V. Karpov, E. V. Mazikova. // Young scientist, - 2014. - No. 20. - P. 282-284.

13. Krivoruchko S. V., Lopatin V. A. National payment system: structure, technology, regulation. International experience, Russian practice. M.: KNORUS, 2013.

14. Sologubov A. S. Banking activities: services / A. S. Sologubov // Banking services, - 2014. - No. 9. - P. 25-27 49. Tosunyan G. A. On the prospects of the banking system of the Russian Federation / G A. Tosunyan // Money and credit, - 2014. - No. 5. - P. 5-9

III. Electronic means information

15. Official website of PJSC Sberbank of Russia: http://www.sberbank.ru/

Attachment 1

Limits on transactions in Sberbank Online mobile applications

Operations performed in mobile applications of the Sberbank Online system without confirmation in the Sberbank Contact Center, as well as within templates not confirmed in the Sberbank Contact Center	Limit size
	Payments to beneficiaries (except for those specified in group 2), transfers to accounts of other clients, as well as transfers from bank card accounts of a client to bank card accounts of Sberbank of Russia PJSC of other clients	no more than 100,000 rubles.
	Payments to beneficiaries: Tele2 and payment for any other mobile phones Yandex.Money Intellect Money> Money Mail and payment of any other electronic wallets Transfers to cards of other banks by card number
Payments to beneficiaries, transfers to the accounts of other clients, as well as transfers from the client’s bank card accounts to the bank card accounts of Sberbank of Russia PJSC of other clients, made in any of the Sberbank Online channels (web version, mobile application, application for social networks and access to Personal Area through self-service devices) with confirmation at the Sberbank Contact Center, as well as within the templates previously confirmed at the Sberbank Contact Center (daily cumulative barrage limit).	no more than 500,000 rubles.

Annex 2

Limits on operations in the Sberbank Online system

Operations performed in the Sberbank Online system with beta confirmation in the Sberbank Contact Center, as well as within templates not confirmed in the Sberbank Contact Center	Limit temp.
	Payments to beneficiaries (with the exception of those specified in group 2), transfers to accounts of other clients, as well as transfers from bank card accounts of a client to bank card accounts of Sberbank of Russia PJSC of other clients.	no more than 100,000 rubles.
	Payments to beneficiaries: a) Beeline; b) Megaphone; d) Tele2 and payment for any other mobile phones; e) Yandex.Money; i) Intellect Money; k) MoneyMail and payment of any other electronic wallets; l) Transfers to cards of other banks by card number.	no more than 10,000 rubles.
Group 3 (contribution - social card)	Transfers from customer deposits to bank accounts social cards client of Sberbank of Russia PJSC.	1000 000 rub. no more than 2 operations
Group 4 (conversion operations)	Transfers from the client's accounts, as well as transfers from the accounts of the client's bank cards to their own accounts and the accounts of other clients of Sberbank of Russia PJSC in different currencies of Russia" in foreign currencies.	no more than 100 operations*
Payments to beneficiaries, transfers to the accounts of other clients, as well as transfers from the client’s bank card accounts to the bank card accounts of Sberbank of Russia PJSC of other clients, made in any of the Sberbank Online channels (web version, mobile application, application for social networks and access to your personal account through self-service devices) with confirmation in the Sberbank Contact Center, as well as within the templates previously confirmed in the Sberbank Contact Center (daily cumulative barrage limit).	no more than 500,000 rubles.
Operations performed in the Sberbank Online system without confirmation in the Sberbank Contact Center, as well as within templates not confirmed in the Sberbank Contact Center	Limit size
Transactions made in the Sberbank Online system and confirmed by an SMS password without checking for changing the client's SIM card (IMSI limit).	no more than 80,000 rubles
For operations confirmed by a one-time password received through a self-service device (check password).	no more than 3,000 rubles.

Annex 3

Limits on transactions in mobile bank

the name of the operation	Limit size
Payment for a phone registered in your "Mobile Bank"	No more than 3,000 rubles. per day
Payment for arbitrary mobile phone numbers (beta SMS templates)	No more than 1,500 rubles. per day
Transfer of funds to the account bank card recipient, identified by the phone number registered in the Mobile Bank (without SMS templates)	No more than 8,000 rubles. per day No more than 10 transactions per day
Payment for the benefit of any organization within the framework of the "Mobile Bank" service	At least 10 rubles. one payment No more than 10,000 rubles. per day for each organization
Transfer between the Bank's cards within the framework of the "Mobile Bank" service	No more than 100,000 rubles / 4,000 US dollars / 3,000 euros per day

Appendix 4

The structure of operations performed through the RBS systems of Sberbank of Russia PJSC in the Yaroslavl Region as of January 1, 2016

Annex 5

Number of active users of the Sberbank Online web version

Hosted on Allbest.ru

How to conclude an agreement?

To conclude an RBS agreement with Sberbank, a form or sample of which can be obtained from the bank, you will need to visit a branch.

You will only need to present an internal passport and a bank card with the above parameters, if available. Other opportunities for concluding a contract (online, by phone) are not yet provided. You do not need to pay anything, the registration service is provided free of charge.

The validity of the signed document is not limited by time. Only the client decides how long the agreement will be valid.

RBS can be signed to use Sberbank Online

List of operations that become available in Sberbank Online when signing a remote banking service

The client receives broader powers when concluding an RBS agreement with Sberbank in the online space. This mainly concerns maintaining one's accounts, applying for certain loan and deposit programs of the bank, which are not available to other persons.

Steps for connecting the Sberbank Online remote service

The banking service agreement provides the following opportunities:

filing applications for international cards remotely (without a physical visit to the bank);
opening and control of depository accounts online;
opening and management of depersonalized metal accounts;
rent of a safe;
management and control of accounts using Sberbank online, mobile device, ATM, terminal, Contact Center;
use of brokerage services.

Peculiarities of RBS termination

The UDBO agreement with Sberbank, what it is and what advantages it provides discussed above, can be terminated at any time. To do this, you need to go to a branch located nearby, with a passport and declare your wish. But it is worth knowing that the contract states that the bank reserves the right to close all card accounts of an individual upon termination of the agreement. And this means the following: cardholders are required to return them to the bank, their action will cease. If it was plastic that was credited to payroll, child support, alimony, or any other social charges, you could be in financial trouble. It is worth knowing that it is impossible to cancel the blocking of plastic after the termination of the agreement. Therefore, you will have to draw it up again and pay for its release. This does not apply to a credit card: it will not be blocked due to the need to repay the debt.

The agreement is terminated, as it is signed, only with a personal appeal to the bank.

Users who have entered into Sberbank recommend in their reviews not to terminate the contract if you need any cards in the future. They also note that money from the accounts is issued at the bank's cash desk. If desired, they can be transferred in advance to another account (card of another institution) or request this procedure during the cancellation of the contract from a bank employee.

Conclusion

Most Russians prefer to receive various banking services without visiting the bank. Remote services provide such a comfortable opportunity. To activate them, you need to sign a remote banking system, which will provide a lot of benefits in the future.

Continuing the modernization of technologies that have been developing since 2009 to provide a convenient and high-quality set of services in remote banking channels, since the third quarter of 2010, the Sberbank team has been conducting large-scale work to create a completely new solution for Internet servicing of individuals (based on the platform InterBank from company ). The new solution was called "Unified Retail Internet Banking".

In order to make the Internet banking interface as convenient and high-quality as possible from the customer's point of view, Sberbank conducts a study once a quarter, involving various categories of customers, measuring their satisfaction with the interface. Based on the collected feedback, the concept of the interface is being finalized, which in 2011 was adopted as the base one.

We believe that the time of standard, classic Internet banking systems has passed. The RBS Internet channel is a convenient and multifunctional tool that is available to any user with access to the Internet, aimed at providing the maximum possible set of services. In a single financial portal client, configured in the personal space, internal banking services (information about products, client assets, payments, transfers, account management) and various additional services, which are not directly related to the core business of the bank, but may be useful to increase the attractiveness and convenience of the Internet service. Such services can be: integration with various online communities, the ability to pay for tickets, hotel reservations, personal finance and family budget management. The next generation of Internet service should provide customers with the ability to receive and pay online. personal internet account all kinds of bills - from utility bills to purchases in ordinary stores. The payment service in various online stores without using a bank card through a fairly secure remote banking channel is an alternative option for making purchases on the Internet, which reduces the risks of compromising a bank card, which still remains a significant barrier to this type of payment in Russia and abroad due to frequent occasions fraud.

In addition to standard Internet services via the RBS channel, since the end of last year, Sberbank began to provide customers with the opportunity to buy products and services of the bank, and this year we will actively develop this area. At the moment, the Internet Bank already allows us to offer our customers various pre-approved products - credit cards, consumer loans, automatic top-up of mobile phones. Sberbank customers already have the opportunity to leave applications for loan products remotely, which are promptly processed.

Last fall, a service for remote opening and closing of deposits was implemented in the Sberbank Internet channel. Now there is an active replication of this functionality throughout Russia. Current statistics show that this service in demand by a large number of Sberbank customers. Moreover, the reduced cost of performing these transactions (transactions in the Internet channel are performed without the participation of Sberbank employees in a fully automatic mode) allowed our business units to increase the interest rate on online deposit products in relation to interest rates, which the client can receive on standard deposits in branches.

BO REFERENCE

About the Unified Retail Internet Bank system of Sberbank
At the beginning of February 2012, the system was actively used by about 3 million customers who made an average of about two financial transactions per month. During the fourth quarter of 2011, more than 16 million transactions were made through the Internet banking channel. The Internet banking platform currently provides customers with more than 26 thousand different services, including payment services, transfer services between different accounts, both within the bank and interbank transfers, operations for opening and closing deposits, operations with depersonalized metal accounts, depo accounts and other.

We also created information services (so far only informational) for working with depo accounts. Starting this year, there is an active replication of the service of buying and selling precious metals in the Internet channel.

Of course, a lot of attention is paid to security issues. On the part of the bank, we establish certain rules of the game that allow our clients to bear minimal risks, while giving them the opportunity to manage the level of security of online transactions using a flexible system of limits and advanced settings security in your account.

The new IT-platform of Internet service based on the results of the project "Unified Retail Internet Bank" is fully integrated with all internal systems for servicing individuals. All banking services are available in a single channel, and additional external services have appeared, developed jointly with our partners. These are services for paying for purchases in online stores, integration with portals of public services, the Federal Tax Service, the Federal Treasury. Some services are still outside the brackets, and this year the development of the Sberbank Internet platform will continue. We will develop and create new versions of the client interface, shifting the development focus from the classic web interface towards mobile and tablet devices. Since January 2012, after the implementation of a separate application interface, we have been able to launch applications for mobile platforms through a single channel iOS. Next, it is planned to bring to market versions of applications for Android, then for Windows phone 7 . By the end of the year, a new unified Java application will appear, which will be available for any mobile phone of Sberbank customers.

will receive further development a module responsible for integration with various external interfaces and allowing the client to provide additional, non-banking services in his personal account. Platform from monochannel ( WEB) becomes multi-channel (Java, iOS, Android, etc.). As a result of the development of the Internet platform, Sberbank will manage services in a unified manner, within the framework of a unified business logic and with a unified view of the client, and provide flexible services to the client in various channels - classic WEB-banking and a wide range of mobile devices on the market, on the Internet resources of the bank's partners.

In addition, Sberbank is actively moving towards creating a flexible and functional service for personal finance management and financial planning, but it is too early to disclose details. B.O.

Sberbank has an abbreviation for UDBO. It can be deciphered as follows: Universal remote banking service. UDBO can be concluded only with a citizen of the Russian Federation.

It is not always possible for a Sberbank client to conclude such an agreement. Well, in most cases it is not necessary.

But sometimes a problem arises when the cardholder needs to transfer money from another bank to his Sberbank card account. Going into your personal account Sberbank online man can't see your account details. Often the problem is that the same UDBO is not concluded. To conclude an agreement, go to the branch of the Savings Bank nearest to you with a passport. This agreement must be concluded in a simple written form. Opportunities, connect UDBO through Sberbank Online no.

If you decide to conclude a universal agreement, do not be lazy and call the Sberbank contact center and ask if you may already have this UDBO.

The effect of the Banking Service Agreement in terms of the provision of online transaction services applies to depersonalized metal accounts, deposits, and other Accounts opened to the Client under other agreements.

What opportunities open up with the conclusion of UDBO

The possibility of issuing a bank debit or credit card, opening and maintaining Sberbank card accounts;

Ability to open and maintain a bank account;

Through Sberbank Online, you can open and maintain Sberbank deposits;

Open depersonalized metal accounts (maintenance and maintenance);

Open and maintain nominal accounts for crediting social payments;

With the conclusion of the UDBO, you can rent an individual bank safe;

Possibility to obtain information on Accounts, conduct transactions, transactions on Client deposits and other products in Sberbank through the Bank's Self-Service Devices, the Sberbank Online System, Mobile Bank, the Bank's Contact Center);

You can connect depositary services and other brokerage services;

Within the framework of the UDBO, the Client has the right to open nominal accounts for crediting social payments for accounting and performing transactions with the amounts of social payments received on the account.

Termination of UDBO and possible problems

If you decide to terminate this agreement, you should remember that according to the rules, when terminating this agreement, Sberbank has the right to close all bank client accounts, including the account linked to the card, as well as all debit cards to which monthly payments, alimony, benefits are transferred children. And the cardholder is obliged to return it to the bank. It should also be borne in mind that it will no longer be possible to cancel the blocking of cards after the termination of the contract. You will have to pay for the reissuance of the card according to the bank's rates.

The credit card will most likely not be blocked, as this will make it impossible to repay the loan on time :-)

There were cases when the client thus put himself in a very difficult financial situation.