(Luận văn tốt nghiệp tmu) improving loans service for smes of seabank – cau giay branch

TABLE OF CONTENTS TABLE OF CONTENTS 1 LIST OF TABLES 3 LIST OF FIGURES 3 ACKNOWLEDGEMENTS 5 INTRODUCTION 6 PART 1 OVERVIEW OF SOUTHEAST ASIA COMMERCIAL JOINT STOCK BANK – CAU GIAY BRANCH AND MY INTERN[.]

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TABLE OF CONTENTSTABLE OF CONTENTS 1LIST OF TABLES .3LIST OF FIGURES 3ACKNOWLEDGEMENTS 5INTRODUCTION .6

PART 1: OVERVIEW OF SOUTHEAST ASIA COMMERCIAL JOINTSTOCK BANK – CAU GIAY BRANCH AND MY INTERNSHIP 7

1.1 Overview about Company: SOUTHEAST ASIA COMMERCIAL JOINTSTOCK BANK (SEABANK) 7

1.1.1 Location and development 7

1.1.2 Mission and vision .9

1.2 Host Firm: SeaBank – Cau Giay Branch 10

1.2.1 Location and development 10

1.2.2 Activities 11

1.2.3.Products 11

1.3 Introduction of my internship 13

PART 2: INTERNSHIP IMPLEMENTATION AT SEABANK –CAU GIAYBRANCH 16

2.1 The internship position, responsibilities and tasks 16

2.1.1 Department structure and my position 16

2.1.2 Business procedure and my responsibilities 17

2.2 Some business cases 17

2.2.1Case No1 (failed - customer risk) 18

2.2.2 Case No2 (failed – customer’s needs) 19

2.2.3 Case No3 (successed) .21

2.3 Commercial results 23

2.3.1 KPI at SeaBank 23

2.3.2 Key performance of host firm 24

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PART 3: INTERNSHIP ASSESSMENT .27

3.1 Difficulties and proposed solutions 27

3.1.1 Difficulties 27

3.1.2 Solutions 27

3.2 Experience gained and future career plan .27

3.2.1 Experience gained 27

3.2.2 Current personal skills .28

3.3 My career plan in the near future 28

CONCLUTION 29

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LIST OF TABLES

Table 1 : My internship plan at SeABank – Cau Giay Branch 15

Table 2: Monthly business staff’s KPI .23

Table 3: Loans sales revenue of SeaBank Cau Giay 24

Table 4: My commrecial results 25

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LIST OF FIGURES

Figure 1: Organisation chart of SeABank 8

Figure 2: SMEs credit department structure .16

Figure 3: Debit balance structure according to term in SeABank – Cau Giay 24

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ACKNOWLEDGEMENTS

I would like to express my sincere and deep gratitude to Mr Pham Tuan Anh,Vietnam university of Commerce and Mrs Marie Jose-Cambreling, Toulon Universityfor the valuable guidance and advice during the project.

Besides, i wish to extend my gratitute to Director of Southeast Asia CommercialJoint Stock Bank with all staff at Enterprise Customer Department for support andguidance give to me during my internship period, especially my instructor - Mr TaDuy Truong who directly taught and responded all my question, provided me manyimportant documents and encourage me in my work.

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INTRODUCTION

For many recent years, countries with developed economy have respected thedevelopment of SMALL AND MEDIUM - SIZED ENTERPRISES, because thissector plays an important role in increasing income and creating jobs for labor, leadingto the progressive growth in GDP and GNI Recognizing the importance of SMEstowards the economy in the period of international economic integration, our countryhas facilitated SMEs to develop; and in fact, SMEs have made great contribution to thenational economy However, many SMEs still have to face many difficulties in capitalfor production and operation Meanwhile, there is limitation to the SMEs’ officialcapital access from credit institutions Many SMEs are obliged to use informal capitalmobilization channels with high interest rates, small amounts and instability.

Hence, I decided to select the research topic: "IMPROVING LOANS SERVICEFOR SMEs OF SEABANK – CAU GIAY BRANCH"

The report consists of 3 chapters: Chapter 1: Overview of the project.

Chapter 2: Intership implementation at Southeast Asia Commercial Joint StockBank – Cau Giay branch

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PART 1: OVERVIEW OF SOUTHEAST ASIA COMMERCIAL JOINTSTOCK BANK – CAU GIAY BRANCH AND MY INTERNSHIP

1.1 Overview about Company: SOUTHEAST ASIA COMMERCIALJOINT STOCK BANK (SEABANK)

1.1.1 Location and development

Full name: Southeast Asia Commercial Joint Stock Bank

International transaction name: Southeast Asia Commercial Joint Stock BankForm of Company: Join Stock

Slogan: Linking life’s value

Address: 25 Tran Hung Dao Str., Hoan Kiem, HanoiTel: (84-4) 3944 8688

Fax: (84-4) 3944 8689Swift code: SEAVVNVXTax code: 0200253985

Headquartered of SeABank – 25 Tran Hung Dao Str.

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Headquartered at 25 Tran Hung Dao Street, Hoan Kiem District, Hanoi, withover 2500 headcounts, and 5446 billion VND chartered capital, SeABank is currentlyon Top 10 Big Commercial Joint Stock Banks and Top 7 Commercial Joint StockBanks which have the largest chartered capital in Vietnam, in which foreign strategicpartner Societe Generale owns 20% stock In addition, two other strategic partners ofSeABank are VMS-Mobifone, which owns more than 6% of SeABank's charteredcapital and Petrovietnam Gas Corporation (PV Gas), which is one member limitedliability company belonged to Vietnam National Oil and Gas Group.

Figure 1: Organisation chart of SeABank

Board of credit Management

Credit DepartmentsInternal control Department

Finance Department

Risk management DepartmentCapital resource Department

Technology DepartmentEnterprise customer Department

Payment Centre

Legislation DepartmentRetail and SMEs

DepartmentCommunications DepartmentTraining CentreBoard of shareholdersBoard of DirectorsControl BoardBoard of shareholdersofficeBoard of ALCOBranches

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- Geographical development :,

 ATM / POS network: Up to now, with a network of 330 Automated TellerMachines and 423 Point of Sale (POSs) operating nationwide, SeABank is one of thetop 12 banks with the largest ATM and POS network in Vietnam The SeABank ATM& POS network is installed throughout the provinces

cities, in convenient locations for customers to trade. Branch network: Until December 2015,  the SeABank’s system had a total number  of 161 transaction points including the  Head Office in Hanoi, increased 7 points  as compared with the same period last year,  with 39 branches and 121 transaction offices

 Credit card network

SeABank has successfully connected with the NationalCircuit Switched organization of National PaymentCorporation of Vietnam (NAPAS) With the acceptance ofcards belong to NAPAS, cards from two most popular creditcard organizations for instance Visa and MasterCard, andthree other international cards like Amex, Diners Club, JCB,SeABank ranked in the top fifteen Bank in Viet Nam who hasa link with the six most popular card brands in the world.

1.1.2 Mission and vision

 Mission:

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the socio – economic development of the country.

 Vision:

SeABank desires to develop towards becoming a prominent retail bank ofVietnam and advancing to the model of a modern multi-functional banking-financegroup with excellent product and service quality and corporate brand creditability.

 The main activities: Raising capital Loans

 International payments

 Others: Overseas remittance services, Card services

The core development strategy of SeABank in the future is building anddeveloping itself to become a typical retail bank in Vietnam; with the motto iscomprehensive, safe, efficient and sustainable development, contributing to theprosperity of the country’s economy and society

1.2 Host Firm: SeaBank – Cau Giay Branch

1.2.1 Location and development

SeABank Cau Giay Branch was established in 2007 – at 249 Hoang Quoc VietStreet On 12/08/2015 in Hanoi, Southeast Asia Commercial Joint Stock Bank(SeABank) and Intimex Vietnam SJC (Intimex) jointly opened a new headquarter ofSeABank Cau Giay Branch in Oriental Westlake Building - 174 Lac Long Quan, BuoiWard, Tay Ho District, Hanoi.

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(The staffs of SeABank – Cau Giay )

1.2.2 Activities

Cau Giay Branch now has nearly 100 staffs, 8 underlying transaction offices andserves approximately 400000 personal customers and enterprises in this region.Together with other SeABank transaction offices in North Region, SeABank Cau Giayplays an essential part in supplying professional and modern banking services ofSeABank to various customers in Cau Giay District and its vicinity.

(Customers are doing transactions in SeaBank – Cau Giay)

1.2.3.Products

- For Individual Customer

 Daily Banking

 SMS & Email banking

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 Connecting with us 24/7 (SeACall) Inward remittance

 Make transfer within the country Set up an everyday account Cards

 Local derbit card SeABank VISA Credit SeABank VISA

 PlatinumSeABank MasterCard Savings

 Flexible withdrawal of principal deposit (SeASave Flexible) Elevator interest rate deposit (SeASave Elevator)

 SeASave TermSmart account (SeASave Smart) Floating interest rate account (SeASave Floating) SeASave Online service

 Future accumulation savings Loans

 Get cash on OTC/exchange-traded stocks Need money for yournew Car (SeACar)

 Need finance support for your study (SeAStudy) Get cash immediatly for sold stock

 Need money for your dream home (SeAHome) Need higher spending (SeABuy)

 Get cash on valuable papers International Transaction

 Western UnionInternational transfer incoming Western UnionInternational transfer outgoing

- For SME customers:

 Daily Banking

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 Domestic outgoing transfer

 SMS and email banking (SeANet); online banking (SeACall) Short-term loan

 Short-term loan for supplementary working capital Credit line

 Financing import L/C

 Export L/C Finace (before delivery) Negotiation of set of documents Guarantee

 International settlement

 Receipt of incoming transfer from abroad Outgoing transfer abroad

 Issue of import L/C Import collection

 L/C notification, amendment and confirmation; L/C assignment Export collection

 Mid-and long-term loan SeACar Business

 Financing mid-term assets

 Loan for financing of long-term assets Deposit contract

 Card acceptance via EDC

1.3 Introduction of my internship Why the topic:

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- Towards banks:

 Lending is still the most profitable activity for commercial banks today.Therefore, improving the efficiency of lending in general and the efficiency of lendingto SMEs in particular bring a competitive standing for banks.

 Improving the efficiency of lending to SMEs helps banks achieve two basicgoals: safety and effectiveness.

 Improving the efficiency of lending to SMEs will contribute to improvinglending management capacity of SMEs

- Towards SMEs,

 Supporting SMEs in implementing capital investment process seriously andefficiently When banks improve the efficiency of lending, it means that they strictlyappraise the lending conditions to customers for collateral assets, customers’reputation, feasibility and effectiveness of the plan, investment projects

 Improving lending efficiency also means that enterprises use their loans inboosting the production and business activities more effectively than before beingfinanced When customers use the loan efficiently, they will be able to increase theirproduction capacity, expand their scale and generate more profits, thus the repaymentto the bank is guaranteed to be made accurately and sufficiently.

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- My internship plan

Table 1 : My internship plan at SeABank – Cau Giay Branch

DateMissionOutcome

From 22/2/2017 To 28/2/2017

Mission 1:

Read and research the documentsabout consumer loans services, especially loans services for SMEs

Knowledge of:

- Consumer lending procedure- The terms and the manner of lending

- The loans services for SMEs: SeACar Business, Financing mid-term assets, Loan for financing of long-term assets

From 1/3/2017 To 11/3/2017

Mission 2:

Observe and learned

communication skill from the instructor in SeABank Cau Giay

Skill:

- Creat customers profile- Contact with customers- Negotiate with the customersFrom 13/3/2017

To 13/5/2017

Mission 3:

Learn in particular how to contact and negotiate with the customers

Skill and Experience:

- Evaluate the customer financial position

- Identify customer risks, understand the real needs of the customer

- Propose a package deal consistent with the customer

From 13/3/2017 To 13/5/2017

Mission 4:

Analyse the SWOT matrix of SeABank Cau Giay in improvingloans services for SMEs

Thoughts and expected solution:- The SWOT matrix

- Some propose solutions: Open the quality survey for old customers and the campaigns to attract new clients

From 15/5/2017 To 30/5/2017

Mission 5:

Complete my work placement report

- Knowledge of loans service for SMEs of SeAbank Cau Giay- Skills and experience for loans service

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PART 2: INTERNSHIP IMPLEMENTATION AT SEABANK –CAU GIAYBRANCH

2.1 The internship position, responsibilities and tasks

2.1.1 Department structure and my position

- I have practiced in the credit department, in the SMEs team, under the direction of Mr TA Duy Truong (SMEs credit manager)

The SMEs team has five permanent employees, excluding me.

Figure 1: SMEs credit department structure

- Job description of trade finance professionals:

 Searching, contacting, and marketing the main banking products and services,developing potential customers and new customers SMEs;

 Receiving and managing the profiles of customers who registered for bankingservices; taking care, solving feedback and keeping contact regularly with customers.

 Analyzing and estimating the customer's ability (field trips, informationverification);

 Proposing products and services and protecting proposal with approval level; Monitoring business activities, supervising the implementation of customers’commitments;

 Identifying risks, taking main responsibility for debt recovery. Performing other duties as leaders of division / department assigned.

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of modern equipment: computers, phones, air-conditioners, printers and otherstationeries, etc About colleagues, people in the department are friendly, humorous,enthusiastic, active and skillful My working time is on Monday, Wednesday, andFriday I am always on time and I have to have a clean and neat appearance I complywith the rules and regulations of the bank.

(The SMEs team – credit Department)

2.1.2 Business procedure and my responsibilities

During my internship, I read and studied some documents on lending activities,procedures as well as terms related to other services of branch I focused on the topicof lending to SMEs based on documents provided by the staff as follows:

+ Regulations on lending at SeABank including lending procedures, lendingconditions and lending methods, etc.

+ Documents applied for lending at SeABank - Cau Giay Branch.

+ Income comprehensive report and annual report of SeABank - Cau Giay branchMy assignment is to read the documents in order to understand deeply about thelending process as well as lending guarantees for SMEs I am also in charge of checkingand arranging customer profiles, implementing assigned tasks to help other members,copying and sending information, documents among departments in the branch

2.2 Some business cases

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convenience and unity of application Lending procedures at SeABank - Cau Giay canbe summarized with the following steps:

Step 1: Making loan agreement contract

Step 2: Appraising and making statement to propose for creditStep 3: Making credit decision

Step 4: Completing the profile, loan disbursementStep 5: Credit supervising

Step 6: Liquidating the credit contract

My responsibility is to receive customer profiles from employees, check andcontact to fulfill all the required documents for the loan Then I will transfer theprofiles to people who are in charge.

2.2.1 Case No1 (failed - customer risk)

 Products: Loan for financing of long-term assets

- Customer: CUONG THINH CHEMICAL & SCIENCE TECHNOLOGYEQUIPMENT COMPANY LIMITED

- Address: No 225, Group 6, Cau Dien Town, Tu Liem District, Hanoi- Type of company : Limited Liability Company

- Main business activities: Trading laboratory chemicals, industrial chemicals- Capital: VND 4.800.000.000

- Legal representative: Mr Nguyen Viet Cuong- General Director

 The purpose of loan: Trading laboratory chemicals, industrial chemicals

 Adress of house: Apartment No 211, Hado Park View Building, Dich VongUrban area, Cau Giay District, Hanoi

 New house’s value: VND 3.834.206.000 The loan amount need: VND 2.600.000.000 Loan Period: 10 years

 Collateral: Apartment No 211, Hado Park View Building, Dich Vong Urbanarea, Cau Giay District, Hanoi

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customers in major cities in export processing zones, industrial zones, researchinstitutes and non-governmental organizations Moreover, while doing the business,the Company has established a number of large and well-known suppliers in the worldand region, and always ensures the stabilization in quality and quantity when thecompany expands and develops business

 Financial ratios indicate that the company has a good financial position andis capable of repaying its debts

 Negotiations and result

After discussing with both parties and receiving customer records, Ms Ha wasassigned to conclude this profile and I was responsible for finding documents andsupporting Ms Ha During the asset appraisal process, we have found that thecompany has some incomes which have not had clear declaration and taxable

On the second day after receiving the application, I contacted the company to ask foradditional documents but they still have not had declared the information added becausethe director of the company was working aboard and was not available in Hanoi.

I sent the information to Ms Ha to ask for advice from the Director of the Bank=> Through the process of reviewing and discussing: Because of the lack ofdocuments and declaration report, SeABank could not grant loans to Cuong ThinhChemical and Science technology equipment Co, Ltd.

2.2.2 Case No2 (failed – customer’s needs)

 Products: SeAcar Business

 Customer: Thang Long Chemical Joint Stock Company

- Address: Level 4 – Star Building, No.214 Hao Nam Street, Dong Da District, Hanoi.

- Type of company : Joint Stock Company

- Main business activities: Trading industrial chemicals- Capital: VND 16.176.000

- Legal representative: Mr Doan Khac Thinh - General Director The purpose of loan: buy car

 Type of car: ISUZU FVR34Q

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 The loan amount need: VND 960.000.000 Loan Period: 5 years

 Collateral: ISUZU FVR34Q

 Currently, Thang Long Chemical Joint Stock Company is one of the leadingsuppliers of chemicals, additives and materials for the industries of plastics, paints,paper, rubber,… in Vietnam The company has the desire to find, develop anddistribute high quality chemicals that are economical and conducive to industrygrowth However, in recent times, the demand of the output market is still higher thanthe supply capacity of the company The products which are provided by the companyon the market have not shown significantly change in terms of quality They somehowreduce the competitiveness of domestic and foreign competitors.

According to CIC recent report dated 06/03/2017, Thang Long Chemical JointStock Company has surplus medium-term loan at Southeast Asia Commercial JointStock Bank with the amount of 320 million dong

 Negotiations and result

After the Thang Long Chemicals Joint Stock Company has requested to borrowmoney to invest in purchasing vehicles, SeABank immediately sent people there todiscuss Once again, I had a chance to support Ms Ha in dealing with the transactioncontract.

On the exchanging process, I found some dissatisfactory points in the company’sloan request Under the provisions of SeABank, an individual customer cannot borrowmore than 75% of the new car's value He wanted to borrow VND 960,000,000 So thecompany wanted to borrow up to 80% of the new car's value

I recognized that this loan will not be approved, so I arranged an appointment forthe next meeting to try to solve this problem After consulting Ms Ha, I contacted thecompany again to inform them about the current status of the loan and clarify thefurther terms and conditions of SeABank.

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After listening to my opinion, the company said that they would review theproposal but have not made a specific decision yet A few days later I tried to contactthem again, but they told me that they had found another bank which accepted theirloan and then used that as an excuse to refuse to meet me.

I was very disappointed, because I understood that the contract was notsuccessful I also noticed that the reason why I lost such a potential customer wasbecause of the lack of experience in dealing with client and not knowing how toconvince them After knowing the story, Ms Ha profoundly comforted me, andencouraged me that it was not really my fault But I feel so bad and I want to try harderif I have a second chance

2.2.3 Case No3 (successed)

 Products: SeAcar Business

 Customer: Newland Joint Stock Company

- Address: Room 109, E11P, Khu Tap the Thanh Xuan Bac, Thanh Xuan district, Hanoi

- Type of company : Joint Stock Company- Main business activities: business real estate- Capital: VND 258.000.000

- Legal representative: Mr Pham Trung Kien - General Director The purpose of loan: buy a car

 Types of car: Mercedes – Benz GLC250, new 100%

 New car’s value: VND 1.769.000.000 (Full option cost after tax and fee) The loan amount need: VND 1.000.000.000

 Loan Period: 5 years

 Collateral: Mercedes – Benz GLC250 car

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tendency to increase rather than decrease, therefore the price risk of the company'sproducts is expected to decrease

- Exchange rate risk: the company does not have import and export activities so itis not directly affected by exchange rate risk However, the products that the companyis trading are imported, so the price is indirectly affected by the increase and decreaseof exchange rate.

- Interest rate fluctuation: the company is mainly trading base on its equitycapital, so it is not under the influence of interest rate risk.

 Currently the Company does not incur any debt at any credit institutions, theoutstanding debt incurred at Hai Duong Branch of Newland Joint Stock Company atHanoi Branch of VIB Bank is 37.844 million dong This is the loan to invest in theprojects that the company is implementing at Hai Duong city 100% outstanding loansof the branch at VIB - Hanoi Branch are secured by personal savings book NewlandJoint Stock Company has not had incurred debt in the past 12 months and no bad debtin the recent five years.

 Negotiations and result

When receiving a loan request from the company, SeABank then appointed arepresentative – the customer relationship manager whose name is Huan – came tomeet the client and have discussion between both parties After discussing our bankrecognizes that the borrowing demand of the Company is legal and in accordance withthe terms and conditions of SeABank

After the discussion, we began to collect customer records and compulsorydocuments for the loan Then the bank started to assess the client By analyzing andforecasting the business plan, as well as balancing the sources of debt repayment, theexpert realized that the company was fully capable of repaying full interest in theperiod loan at the bank.

Because of the excellent evaluation results, I was assigned to contact thecompany and invited them to the bank to complete the loan procedure And then thingswent smoothly.

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- Loan Period: 5 years

- Collateral: Mercedes – Benz GLC250 car

- Interest rate: 0.5%/year for 5 months and 7.5%/year for the next period Moneywas transfered after the completion of the lending procedures

- Payment schedule:o Interest paid monthlyo Debt returned after 5 years- Value added:

o SeA-car insurance discounted: 10%o Opening an account for free

o Applying an ATM card for free

o SMS Banking service: free in the first yearo Phone Banking service: free in the first year

After signing the contract, the company was very pleased with the bank's SeAcar Business As a trainee, the profit earned from this loan will be charged to Mr Huan But I'm happy to have helped people sign the contract successfully This is also the first time I have a chance to actually be a supporter when dealing with customers, so this will become a valuable and memorable experience for me

2.3 Commercial results

2.3.1 KPI at SeaBank

Table 2: Monthly business staff’s KPI

CategoriesUnitKPI

Saving VND 500.000.000

Loans VND 1.800.000.000

Insurance products VND 20.000.000

New credit card user Card 10

New salary account Account 25

New business customer Customer 5

Overdue debt % Less than 3%

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The monthly saving KPI of the SeaBank Cau Giay’s SMEs credit department isVND 2,000,000,000 The monthly loans KPI of the SeaBank Cau Giay’s SMEs creditdepartment is VND 8,600,000,000

2.3.2 Key performance of host firm

Table 3: Loans sales revenue of SeaBank Cau Giay

Unit: billion VND

Goal

201520162016/2015Compare

Sales Density Sales Density Increase/

Decrease Density

The total loan sales 63,427 100 85,416 100 21,989 100

Include:

- Individual house hold- Enterprise- Pivate - services- Personal consumption7,84628,11624,5782,88712,3744,3238,754,5512,81239,90730,0842,6131546,7235,223,064,96611,7915,506(0,274)16,0546,7233,104,13As shown in the graph, the income from the branch's lending activity hasincreased over the recent years In 2015, the loan amount was VND 63,426 billion In2016, it increased by VND 85,417 billion with the growth rate of 134,67% This showsthat branch lending is growing and expanding in both size and quality

Figure 3: Debit balance structure according to term in SeABank – Cau Giay

Unit: billion VND

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years By 2015, the proportion was at the rate of 81.53% with the outstanding loans of32.398 billion, reaching 106.95% compared with the plan in the beginning of the year.Mid-term loans in 2015 is accounted for 18.47% of total lending revenue, thendecreased by 12.25% in 2016 with the outstanding loans of 5.955 trillion dong Thisindicates that the branch still have not focus on medium and long-term loans becauseof potential risk In addition, recoverring debt and loans is difficult so it reduces thebank's ability to revolve.

2.3.3 My commercial results

Table 4: My commrecial results

CategoriesUnitResults

Saving VND 700,000,000

Loans VND 1,000,000,000

New business customer Customer 3

New credit card user Card 2

E-Banking service Package 1

Insurance products Contract 2

This is the result I gained from the internship I have invited two depositors witha total amount of VND 7,000,000 The two clients I invited are members of my family.

Although they are not customer of the enterprise department, I am delighted to have

contributed to the growth of the branch.

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Figure 4: My level of response SeaBank business staff’s KPI

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PART 3: INTERNSHIP ASSESSMENT

3.1 Difficulties and proposed solutions

3.1.1 Difficulties

When my internship at SeABank- Cau Giay, I have some difficulties The firstlyis difficulties in studying in the loans services because of the limits of materials andthe lack of banking knowledge Although we have had a course of banking in an priorsemester to my internship, still I found it of very minor help in the bank (Informationfor my study has not been provided by the Bank due to unavailability, informationsecurity, etc)

The second difficulty is the shortage of orientation Since it is the first time that Ihave had a chance to experience the real working environment, I feel strange and havetroubles in processing and carrying out the assigned tasks.

Thirdly, due to the lack of experience in banking environment as well asteamwork, I am somehow still timid and worried when communicating and behavingtoward other people in the department

3.1.2 Solutions

When I had questions or do not understand banking documents, I asked for thesupport from experts in the bank to research and study much easier I learned how toprocess and collect statistics from raw data and categorize customers’ profilesprovided by banks

As I was supported by other employees in the department, I became more

confident in communication and implementation assigned tasks 3.2 Experience gained and future career plan

3.2.1 Experience gained

After a period of internship at SeABank - Cau Giay branch, I have gained a lot ofexperience in the real environment, from the basic communication skills with staff toappropriate and sophisticated manners to customers In addition, I also practicedearnest working manner responsibility for assigned tasks.

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Although I tried so hard, it could not be avoided making mistakes in this workingenvironment for the first time But I have got myself many experiences from suchmistakes and that will be absolutely useful for my future career.

3.2.2 Current personal skills

During my two-month internship, besides professional and banking knowledge, Ialso practiced my personal skills in order to gain more confidence and develop myselfbetter in the future Some personal skills I achieved during m internship

- Communicative skills: Within banking context, communicative skills areamong the most important factors Communicative skills can be employed throughdaily activities such as working with customers, making phone calls to customers,talking with colleagues and creating emails, etc Thanks to the internship, I havemanaged to improve my communicative skills, especially ones regarding phone callsand emails.

- Time management skills: During my internship for SeABank, I have learnedhow to organize and carry out planned schedules of work and allocate my time forspecific pieces of work in proper ways Within my first week at work, I set up my planso that I could allocate my time properly for the internship and this report.

- Team-working skills: Team-working is very important to banking environmentbecause of its requirements for cooperation, which is why the acquiring of team-working skills is so important to the maximization of team-working effectiveness.

- Other skills: Negotiation skills, presentation skills, customer-persuasion skills…

3.3 My career plan in the near future

Afer my internship, I know about my current personal skills I also know about my weaknesses, so I tried to make my carrer plan in the near future.

Table 5: My career plan

TimeActivitiesGoals

3-6 months - Participate in a professional training course of SeaBank

Certification

- Join a Toeic courses Score of 550 - 600

6-12 months - Apply to credit staff in SeaBank Cau Giay or other commercial bank in Hanoi

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CONCLUTION

It was a complete useful experience working at SeABank – Cau Giay Thefriendly welcoming staff and the space they have created for a trainee allowed me withfull opportunities to learn and know myself as a banker This experience brought outmy strength and also the areas I needed to make up It add more confidence to myprofessional approach built a stronger positive attitude and taught me how to work interm as a player This was my first real experience to work in a professional bankingenvironment, working in any professional field I was quiet nervous about it Duringmy 2-months of training I have developed a lot of confidence and courage in thisenviroment.

I also learned the knowledge of the Bank and the attitude at work here As ahuman being, I noticed many changes in my attitude I more confident and more likelyto do more works now And I must say that this experience will prove an objective inmy career in the banking industry.

This report has been made within a limited period of time, which is why it mayfeature several limitations; however, I hope to contribute my efforts to the activities ofloans services for SMEs by SeABank – Cau Giay Branch I believe that unstoppableefforts made by the board of managers and the enthusiastic and competent staff of thebranch, SeABank – Cau Giay Branch would definitely find its way to improve itself tobecome one of the most prestigious service providers of loans for businesses in thearea, helping SeABank trademark spread across the nation and reach other partnerbanks all over the world.

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REFENCENCES

1 SeABank' Annual Report 2015 from he World Wide Web :

http://www.seabank.com.vn/en/index.php?

option=com_content&task=view&id=769&Itemid=674

2 SeABank's Financial Report 2015 from the World Wide Web:

http://www.seabank.com.vn/en/index.php?

option=com_content&task=view&id=749&Itemid=675

3 Steps in the lending process from the World Wide Web: