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Retail Banking has become a very important component in the business mix of banks. Retail Banking offers multiple comfort factors for banks to do business. Large and divergent customer base across income segments offers huge scope for banks to develop and offer multiple products and services. In addition to traditional products and services offered by banks over the years, the retail model has undergone rapid innovation in the past decade with regard to products, processes, people and technology. Technology has become the driver for retail banking explosion, and technology products like ATM, Internet Banking, Mobile Banking, Card products like Debit Cards, Credit Cards and remittance products like RTGS and NEFT are making their presence felt in the retail space. Banks are embracing different strategies, redesigning their conventional business silos, reengineering their channels, products and services to increase the share of the customer wallet. In this scenario, it is imperative that every present-day banker is updated with these concepts and this book is an attempt to achieve that objective. The book covers the different dimensions of retail banking and presents a broad canvas containing the important facets of retail banking. About the Author Indian Institute of Banking & Finance (IIBF) formerly The Indian Institute of Bankers, established in 1928, is a professional body of banks, financial institutions and their employees in India. During its 82 years of service, IIBF has emerged as a premier institute in banking and finance education for those employed in the sector, aiming for professional excellence. Since its inception, the Institute has awarded over 5 lakh banking and finance qualifications, viz; JAIIB, CAIIB, Diplomas and Certificates in specialized areas. The pedagogy of Distance Learning offered by the Institute comprises (i) publishing specific courseware for each paper/examination; (ii) publishing work books; (iii) holding tutorials through accredited institutions; (iv) organizing contact classes; (v) conducting virtual classes; (vi) offering e-learning through portal; (vii) organizing campus training for selected courses, etc. Table of Contents MODULE A: RETAIL BANKING Retail Banking – Introduction Retail Banking – Role within the Bank Operations Applicability of Retail Banking Concepts and Distinction Between Retail and Corporate/Wholesale Banking  MODULE B: RETAIL PRODUCTS Customer Requirements  Product Development Process Credit Scoring Important Retail Asset Products Credit and Debit Cards Remittance Products MODULE C: MARKETING IN RETAIL BANKING Marketing in Retail Banking Delivery Channels in Retail Banking Delivery Models Customer Relationship Management in Retail Banking Service Standards for Retail Banking Technology in Retail Banking MODULE D: OTHER ISSUES RELATED TO RETAIL BANKING Recovery of Retail Loans Securitisation Other Issues in Retail Banking MODULE E: ADDITIONAL READING MATERIAL ON HOME LOANS Lender’s Appraisal Procedure Securitisation – Mortgage Backed Securities Housing Finance and Tax Planning Mortgage Advice Valuation of Real Property