(Luận văn tmu) 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 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 Internship report i 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 ii 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 2.2.1 Process of car loan 2.2.2 The Car loan service of BIDV- Thang Long branch 2.2.3 Car loan packages: 2.3 The reality of car purchasing at the branch 10 2.4 Some business cases 11 Internship report iii 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 LIST TABLE Internship report iv 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 Internship report v Picture Thang Long branch Picture Transaction at Thang Long branch Internship report vi 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 vii 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