(Luận văn đại học thương mại) improving car loans service for individual customer of BIDV thang long branch (2)

Joint Stock Commercial Bank for Investment and Development of Vietnam Professional bachelor degree in Finance-Banking INTERNSHIP REPORT “Improving car loans service for individual customer of BIDV - Thang Long branch” Student: NGUYEN Phuong-Anh Class: NTA-10 University year: 2017-2018 Tutor at TMU: Mr PHAM Tuan-Anh Mrs NGUYEN Hoang Tutor at UDR: Mrs Sonia ADAM-LEDUNOIS Mr Sebastien DAMART Tutor at BIDV: Mr DAO Xuan-Phong Hanoi – 2018 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ACKNOWLEDGEMENT There's no success without support which is even more or less, direct and indirect During my time here, I have received a lot of teachers' concern and help I would like to send my sincere thanks to all teachers of International Training Faculty of Thuong Mai University and experts from ROUEN University who have enthusiastically conveyed their knowledge during the past years Specifically, in this final year, the faculty has held for us courses with foreign experts, which helped us approach useful subjects for our job in the future I am grateful for teachers' instructions from lessons, talkshows and discussions about banking and your facilitation for us to have chance to learn and experience real working environment in my internship Next I am very thankful that Mr PHAM Tuan Anh had spent his valued time instructing and supporting me in this project report Last but not least, I really appreciate BIDV - Thang Long branch, along with staffs at individual customer department who offered chance to experience banking environment I also would like to send my special thanks to Mr DAO Xuan Phong, my instructor, who instructed me specific professional skills of a bank clerk and assisted me to deal with difficulties during my internship with useful advice This was a great experience in banking environment which broaden my view and knowledge about future opportunities To sum up, I wish you all teachers at the International Training Falcuty at Thuong Mai University and at ROUEN University health and happiness to continue your mission as inspirers Internship report i LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com TABLE OF CONTENTS INTRODUCTION CHAPTER I: OVERVIEW OF BIDV, THĂNG LONG BRANCH AND THE INTERNSHIP .2 1.1 Overview of BIDV: 1.2 Overview of BIDV- Thang Long Branch: 1.3 Introduction of my internship: 1.3.1 The reason for choosing the topic 1.3.2 Internship plan CHAPTER II: INTERNSHIP IMPLEMENTATION AT BIDV, THĂNG LONG BRANCH 2.1 The internship position, responsibilities and tasks 2.1.1 Internship position and responsibilities 2.1.2 Daily task 2.2 Overview of car loan at Thang Long branch .8 2.2.1 Process of car loan 2.2.2 The Car loan service of BIDV- Thang Long branch .9 2.2.3 Car loan packages: 2.3 The reality of car purchasing at the branch 10 2.4 Some business cases 11 2.4.1  The 1st case ( Failed) 11 2.4.2 The  2nd case ( Failed ) 11 2.4.3 The  3rd case ( Successful) 12 2.4.4 The  4th case ( Successful) 12 2.4.5 The  5th case ( Successful) 12 2.5 Competitors Analysis 13 2.6 PEST 14 2.7 SWOT analysis 15 2.7.1 SWOT 15 2.7.2 Proposal 16 2.8 KPI and KPR 17 2.8.1 Key performance indicator – KPI 17 2.8.2 Key performance results – KPR 17 CHAPTER III: INTERNSHIP ASSESSMENT 19 3.1 Difficult 19 3.2 Internship gained 19 3.3 Future plan 20 CONCLUSION 21 Internship report ii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST TABLE Table 1.My internship schedule Table Daily task Table Process of car loan Table Business results 10 Table 5.Comparing BIDV with competitors 13 Table SWOT 16 Table Monthly KPI's customer relationship staff 17 Table my commercial result 17 Table Career plan 20 LIST FIGURE Figure Structure of BIDV- Thang Long Branch Figure The structure of the department and My position Figure Car loan packages LIST PICTURE Picture Thang Long branch Picture Transaction at Thang Long branch Internship report iii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OFABBREVIATED NAME ASEAN Association of Southeast Asian Nations ATM Automated teller machine BIDV Joint Stock Commercial Bank for Investment and Development of Vietnam FTA Free trade agreements SBV State Bank of Vietnam Vietcombank Joint Stock Commercial Bank for Foreign Trade of Vietnam Vietinbank Vietnam joint stock commercial bank for industry and trade Techcombank Vietnam Technological and Commercial Joint- stock Bank Sacombank Saigon Thuong Tin Commercial Joint Stock Bank SHB Saigon – Hanoi Commercial Joint Stock Bank VND Viet Nam Dong USD United Stated Dollar USTV University Of Toulon-Var TMU Thuong Mai University Internship report iv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com INTRODUCTION Thuong Mai University and ROUEN University facilitated students to take part in banking environment before finish this course with the aim of establish the vocational awareness for students Having the opportunity to get acquainted with the real working environment at the bank, I applied for a position as a salesman - an important part of the bank Fulfilling the duties of a salesman plays an important role in bank development During my internship at BIDV Bank - Thang Long Branch, I have set for myself the following targets: - Targets 1: Try to apply learnt theories to real work - Target 2: Understand the operation of the bank, duties of a salesman, how to communicate with customers, how to solve the problems - Target 3: Try to deal with challenges and keep learning and studying - Target 4: Build up good relationship with bank's employees and open other relationships - Target 5: Improving the skills and knowledge ready to become a banker In time internship, I have accumulated a lot of knowledge from difficulties i had been through Those experiences will be stated in the following report Internship report LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER I: OVERVIEW OF BIDV, THĂNG LONG BRANCH AND THE INTERNSHIP 1.1 Overview of BIDV:   Full name: Joint Stock Commercial Bank for Investment and Development of Vietnam  Slogan: Sharing opportunities, cooperating successfully   Head-Office: BIDV tower, 35 Hang Voi Street, Hoan Kiem District, Ha Noi  Foundation day: 26 /4/1957   Employees: 25.000 staff (2016)  System of BIDV: 190 branch and 815 Transaction Office, 1.824 ATM in Vietnam  Total assets : VND 1.176.000 Billion( 2017)   Activities: Banking, insurance, securities, financial investment  Services: + Individual Customers: Deposits – Savings, Personal loan, E-Banking + Corporate Customers: Loans & Guarantees, Trade finance, Deposits + Financial Institutions: Global Markets, Banking services, Deposits - Target: BIDV will constantly innovate and develop to become one of the top 20 banks in Southeast Asia by 2030 - Competitors : Vietcombank, Vietinbank, Techcombank,… 1.2 Overview of BIDV- Thang Long Branch:    Location : Pham Hung Street, Dich Vong Hau Ward, Cau Giay District, Hanoi  Employees: 140 staff ( 2016)   Founded on: 2/4/1991  Services: + Individual Customers: Deposits – Savings, Personal loan, E-Banking + Corporate Customers: Loans & Guarantees, Trade finance, Deposits + Financial Institutions: Global Markets, Banking services, Deposits • Targets: Complete the targets, Become the excelent branch of BIDV • Competitors: Vietcomabank, Vietinbank, Techcombank, Sacombank , SHB,…  Organization structure Internship report LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Figure Structure of BIDV- Thang Long Branch Manager Board Clients management block Risk management block Individual customer relation dept Risk management dept Business relation dept Appraisal dept Operation block Internal manament block Device management dept Currency and Fund management dept Affiliation block FinanceEconomy Dept Transaction offices Planning and Finance Dept Human resource management General planning dept (Source: BIDV-Human resource management Department) Picture Thang Long branch Picture Transaction at Thang Long branch (Source: BIDV- Thang Long branch) (Source: BIDV- Thang Long branch) 1.3 Introduction of my internship: 1.3.1 The reason for choosing the topic With this current growth momentum of the world economy, Vietnam has also Internship report LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com gradually developed remarkably in all aspects of social life People income are increasingly improved This leads to higher demand for life standard However, in comparison with some products such as cars, Vietnamese income seemed not to be high enough to afford them Therefore, banks becomes trust-worthy friends sharing financial problems with them In the last quarter of 2017, Vietnam government decided to cut down import and consumer levy of many products, especially, the levy on imported cars from ASEAN countries with car's gears' down to 0% For example, a car imported before 1/1/2018, valued at $ 10,000, will have selling price of more than $ 20,000 (including: Price of car is taxable when exported + import tax + special excise tax + value added tax) But from 1/1/2018, the car value after tax is about $ 15,000 because import tax of 0% Thus, the price of cars reduced about $ 5,000, equivalent to more than 100 million VND So 1/1/2018, Vietnam's car market will change positively Seeing the development opportunities of the car market, many banks have stepped up the development of car loan service, supporting the needs of customers BIDV also can see the potentials of this market so that they focus on car loan service Previously, BIDV have not been developed Car loan But now, car loan is potential products that BIDV wants to develop in 2018 so I want to research and make a contribution to the development of loan products 1.3.2 Internship plan Table 1.My internship schedule Time Week 1-4 (26/223/3) Week ( 26-30/3) Tasks - Learn about BIDV services - Learn about salesmen's responsibility - Choose car loan service for studying and service development - Learn about loaning process - Learn methods to approach customer, to face-to-face communicate and via phone from the experienced staff - Use telephone directory to start consulting with some acquaintances - Assist tutor in meeting customer - Assist tutor in input the old data into management system of the bank - Finding customers by phone from bankprovided list - Meet scheduled customers with tutor - helping tutor create the records for Outcome - Knowing clearly activities of the bank - Knowing clearly about car loan - Knowing use BIDV's customer record management system - Learn how to advise customers from tutor - Finish the learning process from the tutor - Enough knowledge of car product to advise customers - Can work independently Internship report LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Week 6-7 (2/4-13/4) Week 8-11 (16/411/5) Week 12 (14-18/5) Week 13 ( 21-25/5) customers - Call customers who lack some loaning papers - Finish the learning process from the tutor - Start working as an official staff under the management of the tutor - Advising Customers at Pham Hung Showroom Huyndai - Make phone calls from provided bank list - Do market research - advising customers at Pham Van Hong Showroom Huyndai - Help the old employees entering the data into bank's system - Assist customers open credit card - Meeting customers with tutor - Transfer the loan profile of customers to the appraise dept - Consult customers at Showroom - Check for record appraisal results, inform customers their loan agree or not - Accomplishment the records for successfully consulted customers - Make phone calls with customers from bank's provided list - Monday, Tuesday (30/4-1/5): days off (International Labour Day) - Complete papers and records, hand over April tasks to instructor - opening credit card for customer - Help the tutor entering the data into bank's system - Do research on lending market - Consult customers at Showroom - Help the old employees entering the data into bank's system - Meet customers with the tutor - Make phone calls to seek for customers - complete all the documents, send back to the instructor - Get answers from the tutor and improving communication skill - opening credit card - advising successful for one customer at the showroom - opening a master card - Call successful customers, - research competitors - Opening credit card and debit card - Successful advise for customer in showroom - Opening a saving account - Cross-sell: insurance contract - Swot research - Successful advise for customer by phone - Pest research - Successful advise for customer at showroom - open saving account - Geting data at the bank and starting write report Internship report LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.2.2 The Car loan service of BIDV- Thang Long branch • Target customer: Vietnamese people who are over 18 years old with the monthly income equal to or above 15 million VND and live at most 30km around Hanoi • The maximum of loan duration is extended to years • The loan amount is up to 70% the car value, if customer has other collateral such as land, the maximum amount is 100% • In addition, our customer can have a credit card with free annual fee for the first year Customer can use it to buy car insurance, accessories and service - Loaning conditions + Vietnamese individual customer/ households + Foreign individuals but permanently living or working in Vietnam + Have stable income and guarantee solvency + Have collateral property for loans The guaranteed assets is the car Other assetsbelonging to the customer/ third side (ex: house, savings book or car) - Document of registration: + Application for loans - ID card/passport and permanent residence / temporary residence book + Documents regarding the car: Trading contract, bills, etc + Documents proving debt repayment: Labour contract, timesheet, etc + Document regarding mortgage asset 2.2.3 Car loan packages: Figure Car loan packages Thanks to the variety of preferential interest rates, BIDV allows customers to choose their loan package, preferential package will be suitable for customers who are financially difficult in the beginning and want to borrow money Monthly interest will be reduced The first option will be preferred due to its fixed interest rates in the long term to take initiative in the financial needs to pay monthly customers The second preferential interest rate package: interest rates 7.8% per annum Internship report 12 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com fixed in the first 12 months This is the most customers' choice because this is the package of interest suitable for many customers today by the flexibility, fixed time and moderate interest rates 2.3 The reality of car purchasing at the branch Table Business results Target 2016 2017 Total loan of individual Billion/VND % Billion/VND % department 5892 100 6528 100 Car loan Billion/VND % Billion/VND % 365 6.1 295 4.5 (Source: BIDV- Thang Long Branch Financial Report in 2016 & 2017) Figure Business results 6528 7000 5892 6000 5000 4000 3000 2000 1000 365 2016 295 2017 Total loan of individual department Car loan (Source: BIDV- Thang Long branch) From the table and chart, 2017 is a successful year for BIDV and BIDV is developing very stable Loans outstanding balance at the end of 2016 is 5893 billion, and to the end of 2017 is 6528 billion, increasing 636 billion equivalent to 10.8% But loan car sevice, this may be unsuccessful year when total car debt reduce 83 billion in 2017 I think demand buy car decreased because consumers are waiting government's policies It is free Import tax for cars in 2018 This will cause the price of cars in Vietnam reducel sharply It will boosting demand buy car of consumer and car related services including car loan Internship report 13 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.4 Some business cases 2.4.1  The 1st case ( Failed)  Name: XXXX  Gender: Female  Age: 35  Address:XXXXX  Job: Doctor  Income/month: VND 30 million (Data from statement )  Marital status: Married and have children  She has been a doctor at Vietnam National Children's Hospital for years She has the demand of buying a car- Hyundai Accent 1.4 AT sedan valued VND 596.200.000 she wants a loan of 100% car value in years Her mortgage is the house she is living  Reason for not disbursing: She is not eligible because she have bad debt group 2, but she has amount of debt small and bad debt in group not longer than month, so i advised she loan have the mortgage and reduce the loan to 70% the car value but could not reach an agreement with the customer 2.4.2 The  2nd case ( Failed )  Name: XXXX  Gender: Female  Age: 28  Address: XXXXX  Job: real estate agent  Income/month: VND 25 million (Data from statement )  Marital status: Single  She has worked for Sudico (SONG DA Urban and Industrial Zone Investment and Development Joint Stock Company) for years She has the demand of buying a carHyundai Grand I10 sedan 1.2 AT 2018 valued VND 415.000.000 She wants a loan of 100% car value in years Reason for not disbursing: She is not eligible as she doesn’t have stable income Her salary is VND million/ month + commission This cannot make sure that she can afford the monthly interest on loan I advised her to use her house or savings account to the mortgage but she is living with family and haven’t got home of his own She not agree to use savings account to mortgage Because customer have low salary and don't have mortgage The possibility of customer a low refund, so the loan was not approved Internship report 14 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.4.3 The  3rd case ( Successful)  Name: XXXX  Age: 40  Address: XXXXX  Job: Architect  Income/month: VND 18 million (Data from statement )  Marital status: Married and have children  He has worked for Phuc Hung Holdings Construction Jsc for years He has the demand of buying a car - Hyundai Grand Sedan valued VND 420.000.000 He wants a loan of 100% car value in years with the collateral is his house After assessing his profile, his profile is in line with the bank's regulations, the loan is approved 2.4.4 The  4th case ( Successful)  Name: XXXX  Age: 36  Address: XXXXX  Job: Business  Income/month: VND 40 million (Data from statement )  Marital status: Married and have child  He have restaurants He has the demand of buying a car - Hyundai Santafe valued VND 1.070.000.000 He wants a loan of 50% car value in years He wanted unsecuredloan but He was not an employee of any company, so it was more difficult to prove income than normal staff with only labor contracts and statement I advised him switch to mortgage loan, which will make the loan easier to accepted but he did not want mortgage loan, so to decreasing risk for bank I advised him reduced the loan period to years After assessing his profile, his profile is in line with the bank's regulations, the loan is approved 2.4.5 The  5th case ( Successful)  Name: XXXX  Age: 28  Address: XXXXX  Job: Restaurant manager  Income/month: VND 17 million (Data from statement )  Marital status: Single  She has worked for Crowne Plaza West Hanoi for years She has the demand of buying a car - Hyundai Grand I10 1.0MT 2018 valued VND 355.000.000 She wants a loan of 70% car value in years After assessing her profile, her profile is in line with the bank's regulations, the loan is approved Internship report 15 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.5 Competitors Analysis Table 5.Comparing BIDV with competitors Interest rate 7,3% 7,5% 6,49-8,99 Loan years years years 100% (with 80% 80% - Free consultation - Buying insurance with - Allow refund advance on insurance preferential price at - The refund advance products, free car Vietinbank Insurance penalties: 2-5% of the duration Loan ratio collateral) Preferential policies insurance for the first (VBI) refund advance amount months of BIDV Insurance Corporation (BIC) Profile - Fast profile revision - Profile revision time: - Profile revision time: 36 hours 36-72 hours - Receive profiles at - Receive profiles at - Receive profiles at the transaction office transaction office transaction office revision time time of 24 hours or via the staffs’ email Other No extra cost No extra cost charges 3-5% of the total contract value for the personal finance consultant Collateral That’s car or saving Assets account, home,… That’s car That’s car (Source: Summary from the websites of competitor in the market and regulation of BIDV) BIDV is one of the four biggest banks in Vietnam In the car loan market, BIDV offer the lower interest rate compared to Vietinbank and Techcombank Especially, BIDV provide 100% loan amount while other competitors offer maximum 70-80% Moreover, Internship report 16 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com BIDV allow customers to submit their profile online to save their time and money 2.6 PEST  Political - Vietnam signed The ASEAN Trade in Goods Agreement (ATIGA) According to ATIGA, car from ASEAN countries will be imposed the import tax rate at 0% if they can meet all the requirements - The Government has enacted the Decree 125/2017/NĐ-CP, domestic motor vehicles assembly company will be imposed the component import tax rate at 0% - As the car import tax rate from ASEAN is at 0%, this provokes the concern of massive increasing in the number of imported motor vehicles in 2018 To protect domestic car manufacture and limit the import car to Vietnam market, the Government has promulgated Decree 116/2017/NĐ-CP on requirements for import and trade in car vehicles - CIRCULAR NO.39/2016/TT-NHNN on December 30, 2016 prescribing lending transactions of credit insitutions and foreign bank branches with individual customers BIDV’s regulation: - Decree No 7377/QD-NHBL on 17/11/2014: Regulation on car loan product with individual customers and households Decree No.1220/QĐ-BIDV on 14/03/2017: on amendment of and addition to a number of articles of Decree No 7377/QĐ-NHBL om 17/11/2014on car loan product with individual customers and households  Economics - Vietnam economy has increased rapidly - In 2017, GDP reaches 6.81%, 6.7% higher than expected, inflation is at 3.53%, 4% lower than estimated Export increase by 21.3%, times higher than the planned target - Participating in international trade organization such as WTO, APEC,ASEM, has attracted international investment and created competitive environment to motivate the development of domestic enterprises Vietnam has established diplomatic relations with more than 170 countries in the world, expanding trade relations and exporting goods to over 230 countries and territories, signing more than 90 bilateral trade agreements, nearly 60 agreements on investment encouragement and protection, - Vietnam is implementing the commitment on special preferential import tax under 10 FTA framework - Reduce tafiff on many imported goods as food, steel, cars and automotive parts, Internship report 17 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com machinery and equipment, facilitate the increasing of imported goods In 2018, it is estimated that Vietnam’s rate of liberalization in ASEAN will be 98.2%, this is mostly the highest number in comparison to other FTA that Vietnam has signed => Reducing tariff has brought quite a few opportunities for domestic enterprises to import more raw material at cheaper price, more machinery and equipment at better quality than the domestic ones => more goods at cheaper price and better quality for customers  Social - The people’s living standard is increasing + Boston Consulting Group (BCG) has carried out an research on people’s living standard in 149 countries According to this, Vietnamese people’s living quality is quite comfortable, comparable to countries with GDP of over 10.000 USD, despite the fact that Vietnameses people’s GDP is only around 5.200 USD/year - In the context of economy integration and development, the higher income per capita is, the more demands for houses and car increase People not only want to buy modern motor vehicles, they also want to buy luxury ones since their safety and convenience - In the past, customers buying cars mainly were those who have high income or the middle-age who had certain savings However, now, cars manufacturers have diversified their products which are affordable for everyone, besides thanks to assistance from banks or finance companies, the age of car buyers are increasingly various - Car is not only safer vehicle but it also shows personal level Vietnamese buy car not just for protect them and their family, they also want to present their social class  Technology - Car manufacturers are launching new models with smarter features such as HUD glass, satellite positioning and online connectivity, and affordable price for every customer - Developing Hybrid technology for fuel saving and emission reducing to protect the environment - Integrated radar, laser, and camera technology for safe driving + In the recent years, many car manufacturers has integrated several safe driving function on their products + In which, the most notable ones are Forward Collision Alert, Blind Spot Information System or Auto Emergency Braking, Obstacle Avoidance Sensor, Night View Assist Plus, 2.7 SWOT analysis 2.7.1 SWOT After three months of research on car loan product I have summarized the strengths, weaknesses, threats, opportunities to help banks find strategies suitable for developing car loan products Internship report 18 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Internship report 19 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Table SWOT Interna STRENGTHS WEEKNESSES l - Prestigious bank with 51% state - Not much investment in advertising capital - Small market share for car loans - Simple procedure - Not have close cooperation with car - Fast disbursements distributors - Professional staff Externa OPPORTUNITIES THREATS l - Government’s preferential policies for car manufacturing - Car manufacturers has many models with varied prices, meeting customers’ demand - Higher income of people => The demand is increasing day by day - Have many competitors - Other competitors has similar products - Car loan haven’t been paid much attention => smaller market share compared to other competitors who have paid much attention such as international banks, small banks and financial company (Source: BIDV- Thang Long branch) 2.7.2 Proposal - To increase the number of customers, the branch needs to promote the advertising activities, improve some ways to attract customers such as: giving gifts, sending cards on holidays, giving tickets to entertainment activities that the bank sponsors, - Cooperate with more car distributors such as: THACO, HAXACO, Toyota,… - Cooperate with the car marketing staff, training them on skills to advise clients on BIDV's loan packages - Change the interest rate to attract more customers - Increase the loan period, help customer to take the initiative in loan repayment - In Vietnam, When borrow money by bank to buy car, customers just buy civil liability insurance But cars can are stolen and can be trade without legal documents, or accident that caused the car broken.So in order to minimize risk and protect the best collateral for the loan, the bank should ask the customer to buy vehicle insurance and theft Internship report 20 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com insurance and the beneficiary will be the bank until customers pay off their debts 2.8 KPI and KPR 2.8.1 Key performance indicator – KPI Table Monthly KPI's customer relationship staff Categories Unit Target Loans VND bil Car loan VND No Target Saving VND 2,5 bil Credit card VND 15 Insurance product VND 100 mil Bond VND bil (Source: BIDV- Thang Long branch) The table above describes targets of relationship individual staff monthly With so many targets such as savings, insurance, bonds, etc., BIDV have many loan products such as home loan, car loan, business loans, study abroad loan, but BIDV does not clearly divide the target for the loans Relationship individual staff's main objective is to disburse billion VND for all loans 2.8.2 Key performance results – KPR Table my commercial result Target Unit Result of car loan March April May Loans VND 665 mil 540 mil Car loan VND 665 mil 540 mil % 7.38% 6% Saving VND 35 mil 50 mil Credit card Card Insurance product VND 11 mil 2.5 mil Bond VND 0  total number of calls: 185 customers  Profile disbursed: 3  total money disbursed: VND 1.205.000.000  Cross-sell: insurance contract  opening credit card: Internship report 21 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com I am not BIDV staff official so I not have a KPI All my work is managed by the tutor My main job is support the tutor completing his KPI This is my table work , so it only shows whats i did independently alone and without the help of others or the customer cases I did with the tutor The product that I choose to research and develop car loan product, so the tutor just let me work focus on this product So the others targets are pretty low BIDV staff’s has the monthly KPI of billion VND including: consumer loan, housing loan, loan for business purpose, and car loan BIDV hasn’t pay close attention to car loan, the number of customers in this field is still limited This affects a lot to finding customers Beside, I haven’t been an official staff, accessing the customer’s information in the system is not approved This is challenges to me in finding customers Internship report 22 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER III: INTERNSHIP ASSESSMENT 3.1 Difficult - The tutor did not have enough time to guide me and answer my questions The workload of the branch is large so all employees are busy I have to find the customer myself I have to research market and finding customer with many restrictions because I am not an official bank employee - lack of practical experience in communication and handling work Although i learned communication with professional of Rouen, but the first time i give advice for customer, so I still quite scared and embarrassed when meeting with customers When faced with new problems such as errors arising in the process of work, I am very confused in the treatment and often have to seek help from the instructor or consult the official staff in the bank - little relationship => difficult to find customers my relationships also contribute to building potential customers resource If I create trust for customers, and customers are satisfied with my service attitude, the customer will introduce to his friends and relatives this will bring new customers for bank - Not yet exposed to the management software of the bank At present, technology grows very fast, banks use their own software to support management But these softwares are secure and I have not been exposed to it, so I also have many difficulties 3.2 Internship gained months internship is an unforgettable time in my life as it taught me a lot of lessons: - First of all, I have learned how to approach customers, and find out the solution to problems that I encountered - Secondly, I have learnt quite a few knowledge of banking, services and products, the working style in the real working environment What impressed me the most is I can see how the theoretical knowledge be applied in the real environment I have chance to work as a real bank staff Time management skills: I learned how to use my time effectively, for both working and daily activities Communication skills : I learned how to build relationships with my co-worker and how to quickly fit in the new environment Moreover, I learned how to communicate with customer effectively to get more information I learned how to give timely support to others I learned the working culture in the banking environment I found that to be a successful staff, I not only need to have a Internship report 23 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com professional manner, I also need to learn to be courteous and supportive to customers I need to be opened- minded and respect my colleague 3.3 Future plan After period internship, I was trained carefully to be an official staff by the tutor I learn a lot from my tutor I also know about my weaknesses, so i tried to improve my knowledge and skills to achieve the targets I have set for myself in the future Table Career plan Time 1-3 months Activities Target Join a toeic courses Achieving 650 toeic Join office Informatics Achieving 8/10 course 4- 12 months Over 12 months Being collaborator at BIDV- Be approved by the Thang Long Branch manager Have chance to work in the In Ha Noi banking environment Become the official staff of Full time BIDV Internship report 24 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CONCLUSION After months of imternship period at BIDV- Thang Long branch, I learned a lot from my tutor, overcoming many difficulties I have achieved my targets : - Targets 1: Try to apply learn to theories to real work - Target 2: Understand the operation of the bank, the duties of a salesman, how to communicate with customers, how to solve the problems - Target 3: Try to deal with challenges and keep learning and studying - Target 4: Build up good relationship with the bank's employees and open other relationships - Target 5: Improving the skills and knowledge to become a banker Through market research, I have made suggestions for the branch to develop car loan product and and has been recognized by manager Currently, the car market is a potential market, because the demand of customers is increasing day by day Therefore, BIDV has quickly developed this service Although BIDV's car loan market share still small But I think, BIDV is one of the four biggest banks in Vietnam, BIDV's car loan product will grow and improve in the near future Internship report 25 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com REFERENCES https://topbank.vn/tu-van/lai-suat-vay-mua-o-to-2018 https://www.techcombank.com.vn/gap-mot-lan-lay-xe-ngay http://bidv.com.vn/sanphamdichvu/khachhangcanhan/244;-t 244;.aspx https://www.vietinbank.vn http://vietnamnet.vn/vn/chuyen-trang/oto-xemay Regulations of car loan in BIDV: Decree No 7377/QD-NHBL on 17/11/2014 Decree No.1220/QĐ-BIDV on 14/03/2017 BIDV Financial statement in 2016 BIDV Financial statement in 2017 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... 2.2 Overview of car loan at Thang Long branch .8 2.2.1 Process of car loan 2.2.2 The Car loan service of BIDV- Thang Long branch .9 2.2.3 Car loan packages:... months of BIDV Insurance Corporation (BIC) Profile - Fast profile revision - Profile revision time: - Profile revision time: 36 hours 3 6-7 2 hours - Receive profiles at - Receive profiles at - Receive... - opening credit card - advising successful for one customer at the showroom - opening a master card - Call successful customers, - research competitors - Opening credit card and debit card -