Financial Performance Review Q1 FY21

COVID-19 Impact, Response & Transformation Customers under Moratorium 16% 13% 11% Apr'20 May'20 Jun'20 (lacs) Value under Moratorium (Cr) 24% 27% 22% Touch-Free Sourcing Touch-free based on E-KYC / video KYC & geo-tag based residence verification Digital Card Real time card boarding with instant Digital Card ready for transaction! All within 5 minutes of customer application. No contact delivery of card No contact delivery by courier. Customer needs to just give the delivery OTP. GB • • • • Moratorium Extended moratorium to all customers including suo moto moratorium Customers in moratorium reduced in Morat 2.0 Risk Mitigation Tightened application scorecards further Behavioral scorecards enhanced through alternative data and new variables - better prediction of risk in this environment Services Implemented Work From Home solution for customer service executives Achieved pre-COVID level productivity 0 Apr'20 May'20 Jun'20 Payment % on due date (vs March-2020) 100% 84% 84% 74% Digital First Approach Launched Mar-20 Apr-20 May-20 Jun-20 • Crucift Card RBL BANK • Let's chat... • Collection capacity Tele-Calling: 1.6x (1,250 vs 790) MyCard 2.0 WhatsApp Banking RBL Cares • Chat bot Field Force: 1.5x (3,500 vs 2,375) apno ka bank | RBL Bank IT & InfoSec Introduced digital self-service channels such as chat-bots, WhatsApp & mobile app Enhanced CRM with STP capability for instant service & information ☐ Collections Work from home for 100% workforce Multi channel approach: utilizing digital channels to reach customers Service led approach: Educating customers about moratorium 44

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