IMPROVING LOANS SERVICE FOR SMEs OF SEABANK – CAU GIAY BRANCH

TABLE OF CONTENTS TABLE OF CONTENTS LIST OF TABLES .3 LIST OF FIGURES ACKNOWLEDGEMENTS INTRODUCTION .6 PART 1: OVERVIEW OF SOUTHEAST ASIA COMMERCIAL JOINT STOCK BANK – CAU GIAY BRANCH AND MY INTERNSHIP 1.1 Overview about Company: SOUTHEAST ASIA COMMERCIAL JOINT STOCK BANK (SEABANK) 1.1.1 Location and development 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 GIAY BRANCH 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 2.2.1 Case 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 2.3.3 My commercial results .25 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 REFENCENCES 30 LIST OF TABLES Table : 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 Table 5: My career plan .28 LIST OF FIGURES Figure 1: Organisation chart of SeABank Figure 2: SMEs credit department structure 16 Figure 3: Debit balance structure according to term in SeABank – Cau Giay 24 Figure 4: My level of response SeaBank business staff’s KPI 26 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 University for the valuable guidance and advice during the project Besides, i wish to extend my gratitute to Director of Southeast Asia Commercial Joint Stock Bank with all staff at Enterprise Customer Department for support and guidance give to me during my internship period, especially my instructor - Mr Ta Duy Truong who directly taught and responded all my question, provided me many important documents and encourage me in my work Best regards! INTRODUCTION For many recent years, countries with developed economy have respected the development of SMALL AND MEDIUM - SIZED ENTERPRISES, because this sector plays an important role in increasing income and creating jobs for labor, leading to the progressive growth in GDP and GNI Recognizing the importance of SMEs towards the economy in the period of international economic integration, our country has facilitated SMEs to develop; and in fact, SMEs have made great contribution to the national economy However, many SMEs still have to face many difficulties in capital for production and operation Meanwhile, there is limitation to the SMEs’ official capital access from credit institutions Many SMEs are obliged to use informal capital mobilization channels with high interest rates, small amounts and instability Hence, I decided to select the research topic: "IMPROVING LOANS SERVICE FOR SMEs OF SEABANK – CAU GIAY BRANCH" The report consists of chapters: Chapter 1: Overview of the project Chapter 2: Intership implementation at Southeast Asia Commercial Joint Stock Bank – Cau Giay branch Chapter 3: Internship assessment PART 1: OVERVIEW OF SOUTHEAST ASIA COMMERCIAL JOINT STOCK BANK – CAU GIAY BRANCH AND MY INTERNSHIP 1.1 Overview about Company: SOUTHEAST ASIA COMMERCIAL JOINT 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 Bank Form of Company: Join Stock Slogan: Linking life’s value Address: 25 Tran Hung Dao Str., Hoan Kiem, Hanoi Tel: (84-4) 3944 8688 Fax: (84-4) 3944 8689 Swift code: SEAVVNVX Tax code: 0200253985 Headquartered of SeABank – 25 Tran Hung Dao Str - Southeast Asia Commercial Joint Stock Bank, SeABank was established and operated in accordance with License No 0051 / NH-GP issued by Governor of the State Bank of Viet Nam on 25/03/1994; Business Registration Certificate No 0103006488 issued by Department of Planning and Investment of Hanoi, the first registration on 14/01/2005, the nineteenth registration on 31/12/2009 Headquartered at 25 Tran Hung Dao Street, Hoan Kiem District, Hanoi, with over 2500 headcounts, and 5446 billion VND chartered capital, SeABank is currently on Top 10 Big Commercial Joint Stock Banks and Top Commercial Joint Stock Banks which have the largest chartered capital in Vietnam, in which foreign strategic partner Societe Generale owns 20% stock In addition, two other strategic partners of SeABank are VMS-Mobifone, which owns more than 6% of SeABank's chartered capital and Petrovietnam Gas Corporation (PV Gas), which is one member limited liability company belonged to Vietnam National Oil and Gas Group Board of shareholders Board of shareholders office Board of Directors Board of ALCO Control Board Board of credit Management Credit Departments Internal control Department Finance Department Payment Centre Legislation Department Risk management Department Retail and SMEs Department Communications Department Capital resource Department Technology Department Enterprise customer Department AMC Training Centre Transaction Offices Branches Securities Company Figure 1: Organisation chart of SeABank - Geographical development :,  ATM / POS network: Up to now, with a network of 330 Automated Teller Machines and 423 Point of Sale (POSs) operating nationwide, SeABank is one of the top 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 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 National Circuit Switched organization of National Payment Corporation of Vietnam (NAPAS) With the acceptance of cards belong to NAPAS, cards from two most popular credit card organizations for instance Visa and MasterCard, and three other international cards like Amex, Diners Club, JCB, SeABank ranked in the top fifteen Bank in Viet Nam who has a link with the six most popular card brands in the world 1.1.2 Mission and vision  Mission: With aim of becoming a prominent retail bank in Vietnam, SeABank offers a rounded set of banking products and services to individual customers, SMEs and large corporations SeABank is committed to maximizing benefits for customers, returns for shareholders and ensuring sustainable development of the bank while contributing to the socio – economic development of the country  Vision: SeABank desires to develop towards becoming a prominent retail bank of Vietnam and advancing to the model of a modern multi-functional banking-finance group 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 and developing itself to become a typical retail bank in Vietnam; with the motto is comprehensive, safe, efficient and sustainable development, contributing to the prosperity 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 Viet Street On 12/08/2015 in Hanoi, Southeast Asia Commercial Joint Stock Bank (SeABank) and Intimex Vietnam SJC (Intimex) jointly opened a new headquarter of SeABank Cau Giay Branch in Oriental Westlake Building - 174 Lac Long Quan, Buoi Ward, Tay Ho District, Hanoi SeABank Cau Giay is one of the branches which are highly estimated by customers for service quality and transaction processing time In the first months of 2015, SeABank Cau Giay was the leading branch of personal loan sales in Hanoi, its credit reached 95% and the capital mobilization reached 98% of plan (The staffs of SeABank – Cau Giay ) 10 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 banking services; taking care, solving feedback and keeping contact regularly with customers  Analyzing and estimating the customer's ability (field trips, information verification);  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 During my internship, I have chance to work in a professional, friendly, comfortable and bright environment About the facility, the room is equipped with full of modern equipment: computers, phones, air-conditioners, printers and other stationeries, etc About colleagues, people in the department are friendly, humorous, enthusiastic, active and skillful My working time is on Monday, Wednesday, and 16 Friday I am always on time and I have to have a clean and neat appearance I comply with 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 topic of lending to SMEs based on documents provided by the staff as follows: + Regulations on lending at SeABank including lending procedures, lending conditions and lending methods, etc + Documents applied for lending at SeABank - Cau Giay Branch + Income comprehensive report and annual report of SeABank - Cau Giay branch My assignment is to read the documents in order to understand deeply about the lending process as well as lending guarantees for SMEs I am also in charge of checking and 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 Currently, SeABank - Cau Giay provides SMEs loans following the proposed regulations to ensure the consistency throughout SeABank system According to this, the lending procedure is regulated strictly, clearly, it guarantees the safe, effectiveness, convenience and unity of application Lending procedures at SeABank - Cau Giay can be summarized with the following steps: Step 1: Making loan agreement contract 17 Step 2: Appraising and making statement to propose for credit Step 3: Making credit decision Step 4: Completing the profile, loan disbursement Step 5: Credit supervising Step 6: Liquidating the credit contract My responsibility is to receive customer profiles from employees, check and contact to fulfill all the required documents for the loan Then I will transfer the profiles 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 TECHNOLOGY EQUIPMENT 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 Vong Urban 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 Urban area, Cau Giay District, Hanoi  In spite of the fact that it is not a big enterprise, after years of establishment, the company has a stable position in the market With more than 200 chemical goods and auxiliary equipment and a network of more than 50 traditional customers in major cities in export processing zones, industrial zones, research institutes and non-governmental organizations Moreover, while doing the business, the Company has established a number of large and well-known suppliers in the world 18 and region, and always ensures the stabilization in quality and quantity when the company expands and develops business  Financial ratios indicate that the company has a good financial position and is capable of repaying its debts  Negotiations and result After discussing with both parties and receiving customer records, Ms Ha was assigned to conclude this profile and I was responsible for finding documents and supporting Ms Ha During the asset appraisal process, we have found that the company 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 for additional documents but they still have not had declared the information added because the 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 of documents and declaration report, SeABank could not grant loans to Cuong Thinh Chemical 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 – 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  New car’s value: VND 1.200.000.000 (Full option cost after tax and fee)  The loan amount need: VND 960.000.000  Loan Period: years  Collateral: ISUZU FVR34Q 19 Currently, Thang Long Chemical Joint Stock Company is one of the leading suppliers of chemicals, additives and materials for the industries of plastics, paints, paper, rubber,… in Vietnam The company has the desire to find, develop and distribute high quality chemicals that are economical and conducive to industry growth However, in recent times, the demand of the output market is still higher than the supply capacity of the company The products which are provided by the company on the market have not shown significantly change in terms of quality They somehow reduce the competitiveness of domestic and foreign competitors According to CIC recent report dated 06/03/2017, Thang Long Chemical Joint Stock Company has surplus medium-term loan at Southeast Asia Commercial Joint Stock Bank with the amount of 320 million dong  Negotiations and result After the Thang Long Chemicals Joint Stock Company has requested to borrow money to invest in purchasing vehicles, SeABank immediately sent people there to discuss Once again, I had a chance to support Ms Ha in dealing with the transaction contract On the exchanging process, I found some dissatisfactory points in the company’s loan request Under the provisions of SeABank, an individual customer cannot borrow more than 75% of the new car's value He wanted to borrow VND 960,000,000 So the company 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 for the next meeting to try to solve this problem After consulting Ms Ha, I contacted the company again to inform them about the current status of the loan and clarify the further terms and conditions of SeABank I have suggested several alternatives such as choosing a car with lower value to match the amount available as well as the amount borrowed or borrowing some friends, relatives so that the money needed to borrow would be less than 75% of the value of the new car After listening to my opinion, the company said that they would review the proposal but have not made a specific decision yet A few days later I tried to contact 20 them again, but they told me that they had found another bank which accepted their loan and then used that as an excuse to refuse to meet me I was very disappointed, because I understood that the contract was not successful I also noticed that the reason why I lost such a potential customer was because of the lack of experience in dealing with client and not knowing how to convince them After knowing the story, Ms Ha profoundly comforted me, and encouraged me that it was not really my fault But I feel so bad and I want to try harder if 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: years  Collateral: Mercedes – Benz GLC250 car Newland Investment Joint Stock Company stared its business since 2010 with the main fields of investing in construction and trading real estate The price of the products is set due to the regulation and demand of the market Now the products supplied by the company are often cheaper than those from the other competitors The infrastructures are completed and are preferred by customers The orientation of real estate market in the coming years is upward, so the prices of real estate have a tendency to increase rather than decrease, therefore the price risk of the company's products is expected to decrease 21 - Exchange rate risk: the company does not have import and export activities so it is not directly affected by exchange rate risk However, the products that the company is trading are imported, so the price is indirectly affected by the increase and decrease of exchange rate - Interest rate fluctuation: the company is mainly trading base on its equity capital, so it is not under the influence of interest rate risk Currently the Company does not incur any debt at any credit institutions, the outstanding debt incurred at Hai Duong Branch of Newland Joint Stock Company at Hanoi Branch of VIB Bank is 37.844 million dong This is the loan to invest in the projects that the company is implementing at Hai Duong city 100% outstanding loans of the branch at VIB - Hanoi Branch are secured by personal savings book Newland Joint Stock Company has not had incurred debt in the past 12 months and no bad debt in the recent five years  Negotiations and result When receiving a loan request from the company, SeABank then appointed a representative – the customer relationship manager whose name is Huan – came to meet the client and have discussion between both parties After discussing our bank recognizes that the borrowing demand of the Company is legal and in accordance with the terms and conditions of SeABank After the discussion, we began to collect customer records and compulsory documents for the loan Then the bank started to assess the client By analyzing and forecasting the business plan, as well as balancing the sources of debt repayment, the expert realized that the company was fully capable of repaying full interest in the period loan at the bank Because of the excellent evaluation results, I was assigned to contact the company and invited them to the bank to complete the loan procedure And then things went smoothly Newland Joint Stock Company was approved a car loan: - The loan amount: VND 1.000,000,000 - Loan Period: years - Collateral: Mercedes – Benz GLC250 car 22 - Interest rate: 0.5%/year for months and 7.5%/year for the next period Money was transfered after the completion of the lending procedures - Payment schedule: o Interest paid monthly o Debt returned after 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 year o 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 Categories Unit Saving VND Loans VND Insurance products VND New credit card user Card New salary account Account New business customer Customer Overdue debt % (Source: SeaBank Cau Giay) KPI 500.000.000 1.800.000.000 20.000.000 10 25 Less than 3% The monthly saving KPI of the SeaBank Cau Giay’s SMEs credit department is VND 2,000,000,000 The monthly loans KPI of the SeaBank Cau Giay’s SMEs credit department is VND 8,600,000,000 2.3.2 Key performance of host firm 23 Table 3: Loans sales revenue of SeaBank Cau Giay Unit: billion VND 2015 Goal Sales The total loan sales 63,427 Include: - Individual house hold 7,846 - Enterprise 28,116 - Pivate - services 24,578 - Personal 2,887 consumption Compare 2016/2015 Increase/ Density Density Decrease 100 21,989 100 2016 Density Sales 100 85,416 12,37 44,32 38,75 4,55 12,812 39,907 30,084 2,613 15 46,72 35,22 3,06 4,966 11,791 5,506 (0,274) 16,05 46,72 33,10 4,13 As shown in the graph, the income from the branch's lending activity has increased over the recent years In 2015, the loan amount was VND 63,426 billion In 2016, it increased by VND 85,417 billion with the growth rate of 134,67% This shows that 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 From the chart, we notice that in the structure of outstanding loans by term, short-term loans always occupy the highest proportion and constantly increase over the years By 2015, the proportion was at the rate of 81.53% with the outstanding loans of 32.398 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, then decreased by 12.25% in 2016 with the outstanding loans of 5.955 trillion dong This indicates that the branch still have not focus on medium and long-term loans because 24 of potential risk In addition, recoverring debt and loans is difficult so it reduces the bank's ability to revolve 2.3.3 My commercial results Table 4: My commrecial results Categories Unit Saving Loans New business customer New credit card user VND VND Customer Card Results 700,000,000 1,000,000,000 E-Banking service Insurance products Package Contract This is the result I gained from the internship I have invited two depositors with a 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 The value of the loan contracts that I had made (with the help of the credit officer at SeAbank Cau Giay) was VND 1,000,000,000 I had contacted with a number of different potential customers but I have not signed the loan yet The buyers also used E-Banking and SeABank's insurance service, therefore I helped the bank get a new EBanking customer and a new customer using Insurance products Besides, I have opened three more Business Customer accounts under the list provided by the customer business department Of all the three customer, there is one who subscribes the Insurance products service 25 Figure 4: My level of response SeaBank business staff’s KPI My result is very low compared to other officials However, I will take it as a motivation to improve myself in my future work 26 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 firstly is difficulties in studying in the loans services because of the limits of materials and the lack of banking knowledge Although we have had a course of banking in an prior semester to my internship, still I found it of very minor help in the bank (Information for my study has not been provided by the Bank due to unavailability, information security, etc) The second difficulty is the shortage of orientation Since it is the first time that I have had a chance to experience the real working environment, I feel strange and have troubles in processing and carrying out the assigned tasks Thirdly, due to the lack of experience in banking environment as well as teamwork, I am somehow still timid and worried when communicating and behaving toward other people in the department 3.1.2 Solutions When I had questions or not understand banking documents, I asked for the support from experts in the bank to research and study much easier I learned how to process and collect statistics from raw data and categorize customers’ profiles provided 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 of experience in the real environment, from the basic communication skills with staff to appropriate and sophisticated manners to customers In addition, I also practiced earnest working manner responsibility for assigned tasks In addition, I acquired a lot of banking knowledge and banking skills Besides, I was able to apply the knowledge in school to this new job through the useful help of my instructor as well as of all the employees in the branch 27 Although I tried so hard, it could not be avoided making mistakes in this working environment for the first time But I have got myself many experiences from such mistakes 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, I also practiced my personal skills in order to gain more confidence and develop myself better in the future Some personal skills I achieved during m internship - Communicative skills: Within banking context, communicative skills are among the most important factors Communicative skills can be employed through daily activities such as working with customers, making phone calls to customers, talking with colleagues and creating emails, etc Thanks to the internship, I have managed to improve my communicative skills, especially ones regarding phone calls and emails - Time management skills: During my internship for SeABank, I have learned how to organize and carry out planned schedules of work and allocate my time for specific pieces of work in proper ways Within my first week at work, I set up my plan so that I could allocate my time properly for the internship and this report - Team-working skills: Team-working is very important to banking environment because of its requirements for cooperation, which is why the acquiring of teamworking skills is so important to the maximization of 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 Time 3-6 months 6-12 months Activities - Participate in a professional training course of SeaBank - Join a Toeic courses - Apply to credit staff in SeaBank Cau Giay or other commercial bank in Hanoi 28 Goals Certification Score of 550 - 600 A full time job CONCLUTION It was a complete useful experience working at SeABank – Cau Giay The friendly welcoming staff and the space they have created for a trainee allowed me with full opportunities to learn and know myself as a banker This experience brought out my strength and also the areas I needed to make up It add more confidence to my professional approach built a stronger positive attitude and taught me how to work in term as a player This was my first real experience to work in a professional banking environment, working in any professional field I was quiet nervous about it During my 2-months of training I have developed a lot of confidence and courage in this enviroment I also learned the knowledge of the Bank and the attitude at work here As a human being, I noticed many changes in my attitude I more confident and more likely to more works now And I must say that this experience will prove an objective in my career in the banking industry This report has been made within a limited period of time, which is why it may feature several limitations; however, I hope to contribute my efforts to the activities of loans services for SMEs by SeABank – Cau Giay Branch I believe that unstoppable efforts made by the board of managers and the enthusiastic and competent staff of the branch, SeABank – Cau Giay Branch would definitely find its way to improve itself to become one of the most prestigious service providers of loans for businesses in the area, helping SeABank trademark spread across the nation and reach other partner banks all over the world Sincerely thanks! 29 REFENCENCES 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 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 Steps in the lending process from the World Wide Web: https://handsonbanking.org/adults/buying-home/getting-mortgage/steps-in-thelending-process/ 30 ... Knowledge of loans service for SMEs of SeAbank Cau Giay - Skills and experience for loans service - Career plan in the near future PART 2: INTERNSHIP IMPLEMENTATION AT SEABANK CAU GIAY BRANCH 15... decided to select the research topic: "IMPROVING LOANS SERVICE FOR SMEs OF SEABANK – CAU GIAY BRANCH" The report consists of chapters: Chapter 1: Overview of the project Chapter 2: Intership implementation... The monthly loans KPI of the SeaBank Cau Giay s SMEs credit department is VND 8,600,000,000 2.3.2 Key performance of host firm 23 Table 3: Loans sales revenue of SeaBank Cau Giay Unit: billion VND