Glossary

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# Glossary

UNDERWRITING — assessment of credit risk (including integrity check) of a participant in a transaction/counterparty/real estate facility performed by an authorized officer of the bank.

VIRTUAL SCHOOL — a national comprehensive educational programme implemented as part of Sberbank’s social activity. The programme is aimed to improve school education by introducing an educational multi-service information environment.

INTERNAL CLIENT — a formalized internal structural unit of the bank that consumes services of other internal units.

GEOMARKETING — marketing survey technology that relies on geographic analysis of various geographically distributed items and events used to identify target audience in the relevant territorial unit, determine the best location for a new unit, develop concept for existing or proposed unit, etc.

CLIENT VOICE — a marketing research system that allows to identify client attitude to the quality of the bank’s service and determine client satisfaction.

INTERNAL CLIENT VOICE — a regular employee poll designed to identify satisfaction with internal services.

STAKEHOLDERS — physical persons or business entities, or groups thereof, that affect or are affected by the bank’s operations (clients, employees, shareholders, government authorities, public organisations, etc.)

CONTACT CENTRE — a specialized internal operation unit (UDCC) that supports interaction with clients through communication channels (telephone, Internet) on various service-related issues.

CORPORATE SOCIAL RESPONSIBILITY (CSR) — a set of principles and obligations that the bank follows in the fields of

- stakeholder relationship management

- assessment and management of own economic, social, and environmental impact.

CROWDSOURCING — finding critical solutions involving intellectual resources of unlimited number of volunteers, normally through IT channels.

CREDIT FACTORY — a loan process for retail clients and small businesses based on centralized and automated processing of loan applications followed by loan approval or disapproval.

MISSION — a socially oriented objective of the organization that reflects the sense of its existence, and generally recognized purpose.

BANK’S OWN IMPACT — positive or negative social, economic or environmental changes that result, in full or in part, from the bank’s operations.

ENVIRONMENT — a natural environment in which organization operates including air, water, land, natural resources, flora, fauna, humans, outer space, and their interrelation.

EQUATOR PRINCIPLES — a risk management tool comprising a set of voluntary standards applied by financial organisations to determine, evaluate and manage environmental and social risks.

TRANSPARENCY — openness in decisions and operations that may have social, economic, or environmental impact, and preparedness to exchange relevant information in a clear, exact, timely, fair, and complete manner.

REGIONAL PROGRAMMES — loan programmes stipulated by relevant agreements between OJSC Sberbank of Russia and Russian constituents that provide for loan benefits to improve housing conditions of local community members.

STRATEGY — a formal document approved by the bank’s Supervisory Board that identifies the bank’s mission and describes its purposes and objectives, and principal ways to achieve them for a certain period of time.

SKIMMING — card fraud that involves fraudulent scanning devices (skimmers) used to read card data, for example magnetic strip or PIN code.

SCORING MODEL — a quantitative value that reflects the probability of default, debt repayment, or other target attribute of the model. May be obtained via statistical procedures, or from expert opinions.

COMMON SERVICE STAFF (CSS) — front-line employees involved in servicing retail clients, small and micro businesses, UDCC employees, employees of client transaction support centres, collection officers, cash office employees, NPL handling officers, underwriting specialists, etc.

TOP MANAGERS — President, Chairman of Executive Board, Vice Chairpersons of Executive Board, Senior Vice Presidents, Vice Presidents, Heads of Department.

CUSTOMER SERVICE OUTLETS — supplementary or operational offices, cash desks outside cash office, and mobile cash offices.

CARBON UNIT — a measure of greenhouse gas emissions, emission reductions, and emission absorption established by the Kyoto Protocol to the UN Framework Convention on Climate Change and other international requirements.

REMOTE SERVICE CHANNELS — ATMs, payment terminals, Mobile Bank, Sberbank OnLine

SUSTAINABILITY — the development that meets current needs without threatening the ability of future generations to satisfy their needs.

FRONT OFFICE — a division of the bank responsible for direct communication with clients.

ELECTRONIC PROCUREMENT (AUCTION/REQUEST FOR PROPOSALS) — a competitive procedure for procuring goods, work, services with potential suppliers/participants making bids on an electronic trading platform. The participant that offered the lowest bid wins the auction.

CALL CENTRE — a special division of the bank responsible for handling client requests and providing information via voice communication channels.

DDoS ATTACK — a distributed network attack of the „service denied” type, which leads to the disruption, or total blocking of services to legitimate users, systems or other resources.

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