MINISTRY OF EDUCATION AND TRAINING

UNIVERSITY OF ECONOMICS AND

FINANCE

INTERNSHIP REPORT

AT

ASIA COMMERCIAL JOINT STOCK BANK (ACB)

TAN DINH SUB-BRANCH

Major: ENGLISH LANGUAGE

Minor: ECONOMICS – ADMINISTRATION -
COMMERCE

UEF supervisor: Nguyen Dinh Tuan, MA

Site supervisor: Mr. Nguyen Quy Dan, Sub-Mananger
Student’s name: Ho Minh Phuong
Student ID: 175060376
Class: 17D1TA-TM01

Ho Chi Minh City, 2021

ACKNOWLEDGEMENTS

Three months of internship at Tan Dinh Sub-Branch of Asia commercial

bank (ACB) is a valuable opportunity for me to apply some specialized knowledge
of business English, some economic subjects learning, and experience an extensive
communication and international payment process here.

Although only three months, through the internship, I have access to

knowledge areas that I have never experienced if I am only learning subjects in
school or living outside the banking space. Working, sharing, and learning new
knowledge changed my perception and thinking. During the internship, I received
the enthusiastic help of Mr. Nguyen Dinh Tuan, M.A, who gave me comments and
references, Mr. Nguyen Quy Dan (Sub-Branch Manager), and friendly staff at Asia
Commercial Joint Stock Bank - Tan Dinh Sub-Branch have supported me during
my internship.

First of all, I would like to send to the Board of Directors of the University
of Economics and Finance (UEF) the English Department teachers who have
dedicated themselves to teaching and imparting valuable professional knowledge
and experience to me.

I would particularly like to thank Mr. Nguyen Dinh Tuan for supporting and
accompanying me in my internship and writing graduation topics this term. The
University of Economics and Finance (UEF) has created excellent internship
opportunities at top reputable enterprises to have the most practical experience,
using the knowledge learned in parallel with suitable friction. I sincerely thank Mr.
Nguyen Quy Dan, who is also my instructor at the bank, and Ms. Ngo Thu Thao
from the CSR for enthusiastic guidance and for providing me with the valuable
documents for me to complete the internship in particular, as well as this internship
report.

With my limited knowledge, during the internship and completion of this

report, I will inevitably be unable to avoid errors. I hope to receive sincere

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comments, instructions, and guidance from my teachers so that I have the
opportunity to amend, supplement information, improve professional knowledge
to achieve success in practical work later.

Regards.

Student

Ho Minh Phuong

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SUPERVISOR’S COMMENTS

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TABLE OF CONTENTS

ACKNOWLEDGEMENTS ................................................................................. 1

SUPERVISOR’S COMMENTS ......................................................................... 3

PART 1: INTRODUCTION................................................................................ 5

PART 2: INTERNSHIP REPORT ..................................................................... 6

CHAPTER 1: COMPANY PROFILE ............................................................ 6

1.1 GENERAL INFORMATIONS ................................................................. 6
1.2 ASIA COMMERCIAL BANK STRATEGIES ........................................ 7
1.3 ACHIEVEMENT AND AWARDS .......................................................... 8
1.4 INTRODUCE TAN DINH SUB-BRANCH ............................................. 9
CHAPTER 2: PROCEDURES AND ASSIGNED TASK ........................... 11
2.1 THE CIRCUMSTANCES TO GET AN INTERNSHIP AT ACB BANK
....................................................................................................................... 11
2.2 MY TASKS IN TAN DINH SUB-BRANCH, ACB BANK .................. 13
CHAPTER 3: LESSONS LEARNED FROM THE INTERNSHIP .......... 17
3.1 CHARACTERISTIC TO BECOME A TRAINEE FOR A CSR
ASSISTANT POSITION .............................................................................. 17
3.2 SELF-ASSESSMENT ............................................................................. 17
PART 3: CONCLUSION .................................................................................. 21

REFERENCES ................................................................................................... 22

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PART 1: INTRODUCTION

Gaining practical experience is very important for final year students.

Applying the university's professional knowledge to real-life work situations and

fostering soft skills will help students improve themselves to promote their quality.
From there, the students will increase competition in a complex career
environment. The addition of social knowledge will be reliable luggage for them
to have the confidence to step on the threshold of labor and dedication.

Besides, I have a strong passion for the banking and finance industry,
especially in international payments. International transactions will help an intern
get a basic economic-banking finance overview, improve economic vocabularies,
and launch a career with practical experience.

Moreover, I always keep in mind that all businesses aim for the parallel
goals of material success and customer satisfaction. With a desire have a chance
to work in a professional environment and practice in customer services, plus the
support from the business cooperation center and training room, have allowed me
to choose an internship at one of the reputable banks in Ho Chi Minh City, which
is Asia Commercial Joint Stock Bank (ACB), Tan Dinh Sub-Branch.

I spent three months of internship at the Tan Dinh Sub-Branch at 261 Tran
Quang Khai, Tan Dinh ward, District 1, Ho Chi Minh City. As one of the top
quality transaction offices of ACB Bank located in District 1, regularly conducting
private transactions at home and abroad and large enterprises with transactional
demand often with high value. The facilities are modern and spacious; the working
atmosphere is playful and warm with professionalism and high competition.

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PART 2: INTERNSHIP REPORT

CHAPTER 1: COMPANY PROFILE

ABOUT ASIA COMMERCIAL BANK (ACB)

1.1 GENERAL INFORMATIONS

- Asia Commercial Joint Stock Bank (referred to as Asia Commercial Bank

- ACB) running the business on June 4, 1993, under the establishment
regulation No. 0031 / NH-GP of the State Bank Governor. As of December
31, 2010, ACB's charter capital is VND 9,376 billion with 27,532
shareholders.

- Including 280 branches and transaction offices in developed economic

regions across the country. In Ho Chi Minh City: 1 transaction center, 30
branches, and 103 transaction offices.

- The bank's head office address is located at 442 Nguyen Thi Minh Khai,
Ward 5, District 3, HCMC.

- Website: www.acb.com.vn

- SWIFT Code: ASCBVNVX

- Asia Commercial Bank - ACB blocks include corporate, individual

customers, target customers, financial market, operations, human resource
management, administration, information technology, risk management,
and finance.

- Main products and services:

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 o Capital mobilization (receiving customers' deposits) in VND,
foreign currencies, and gold.

o Using capital (providing credit and investing, contributing capital to

joint ventures) in Vietnam dong, foreign currency, and gold.

o Intermediary services (domestic and foreign payment, treasury

services, remittances and fast money transfers, life insurance via
banks.

o Trading in foreign currencies, gold.

o Issue and pay for credit and debit cards.

ACB’s Subsidiaries

- ACB Securities (ACBS)

- ACB Assets Management Company Limited (ACBA)

- ACB Leasing (ACBL)

- ACB Capital Management Company Limited (ACBC)

1.2 ASIA COMMERCIAL BANK STRATEGIES

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 - ACB slogan: "ACB-Bank for all Families "

- The quality policy that ACB aims to be: Asian bank staff always understand
and respond quickly and accurately to customers' needs. Diversifying
banking products and services, expanding the network of branches and
other distribution channels in Ho Chi Minh City and significant provinces,
cities to distributing bank products and services closer to their customers.

- ACB aims to focus on training staff with international skills, to use talents
to suit the banking industry's modernization, and professionalizing how to
serve customers.

- ACB develops and implements a quality management system, according to

ISO 9001: 2008 standards.

Vision of ACB

“Joining hands to build ACB to become a powerful financial group; ACBS

to become the leading investment bank in Vietnam; ACBC is the leading
fund management company in Vietnam”.

1.3 ACHIEVEMENT AND AWARDS

- July 12, 2012, ACB Bank received the award "Best Bank in Vietnam 2012"
by the Euromoney International Finance Magazine.

In addition to the Euromoney award, ACB has been consecutively voted as

"Best Bank in Vietnam" by the prestigious international magazines, The
Asian Banker, Asia Money, Finance Asia, The Asset, and World Finance:
"The most vital position in Vietnam" in 2009, 2010, 2011.

- November 19, 2014, Asia Commercial Bank (ACB) was voted as "The
Bank with favorite Internet Banking service in Vietnam in 2014" through a
voting program on the website vnexpress organized.

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1.4 INTRODUCE TAN DINH SUB-BRANCH

Functions and duties of departments

Title / Main Department Functions and Duties

Sub-Manager of Tan Dinh Sub-Branch
MR. NGUYEN QUY DAN
- Direct, receive targets, plan and organize
the implementation of the branch's
business plan, directly supervise the
operations of the sales department, assign
TBP to conduct transactions to directly
monitor the operation of the department,
transaction, customer service.

Individual Customers - Are the people directly marketing

consumer credit products and services and
retail products to organizations and
companies that are customers of corporate
banks.

Tellers,CSR&Supervisors - Are the permanent people working at the

banking counters of the Bank, serving
basic transactions of customers such as
deposit, withdrawal, payment order,
collection-payment, account opening,
information processing, transaction

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 accounting for individual customers or
business customers.

Business Customers - Directly interviewing business

customers, gathering and seeking
information. Based on professional
professions, to verify customers' records to
detect errors, then request customers to
develop errors, then request customers to
complete the necessary information.

LOAN CSR - Be a credit support department, check

credit records, register to send notarization.
LOAN CSR checks the necessary
documents for a loan application to
disbursement procedure, mortgage savings
book, reminds customers for PFC and R *
to pay interest of the loan agreement, the
required documents set.

- Administrative

- Receptionist

- Housekeeper

- Security guard

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CHAPTER 2: PROCEDURES AND ASSIGNED TASK

2.1 THE CIRCUMSTANCES TO GET AN INTERNSHIP AT ACB BANK

First, I find out ACB's recruitment information for the position of Sales and
International Payment Officer. I contacted Ms. Loan, Head of Economics and
Finance University Corporate Cooperation, and then talked about my aspirations
to work at the Bank. Ms. Loan asked me some questions about my test, then she
accepted and sent my information via email to Mr. Nguyen Quy Dan, Sub-Branch
Manager at Tan Dinh transaction office, ACB Bank.

I have an appointment with Mr. Dan. After the interview, Mr. Dan decided
to send me an internship at the International Telegraph Money Transfer Counter,
Customer Service Representatives (CSR) assistant

2.1.1 What is the CSR?

CSR stands for Customer Service Representatives, which an employee must

hold interacting with customers to handle complaints that occur when customers
use card services, internet banking, print statements, account problems, and
international payments. Not only that, CSR staff will have to process orders,
telegrams, documents from personal and corporate transactions (purchase, sale,
import/export, customs declarations, contracts) and provide information about the
bank's products and services, manage deposit transactions for customers.

2.1.2 CSR procedures

- CSR's position is quite essential because they are the bank's direct
representatives in contact with customers, a barrier to protect specific risks

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 in the banking industry. Therefore, the recruitment requirements for this
position are stringent.

- Consists of three steps:

1. Control before: At this stage, the CSR employee must identify the customer.
Check the validity of documents, transaction records, identity papers,
passport, tax code (if a business), corporate authorization letter.

2. Control in: Check the execution conditions to be traded. Check the match
of information recorded on the system and in records and transaction
documents. From here on, the paperwork must be stamped by the controller
to continue

3. Control after: After completing the customer's procedure, the staff needs to
scan the completed documents and vouchers for the customer to update
information on the system, print the cover, and finally bring it to the
controller to check again and carpentry.

Control Before Control In Control After

Check Cashbox
Customer
transaction Teller
identification
execution Transations
Check the conditions
validity of on ID TĐVC
Check the The use of
documents and
match of the the seal comes
completeness
recorded at a price
of transaction
information on
records CSRTransati
the system and
on
transaction
documents Transaction
listing & NKQ

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2.2 MY TASKS IN TAN DINH SUB-BRANCH, ACB BANK

2.2.1 Support at CSR Department

- During the first week, I was guided about each culture and supported by
Mr. Dan (Director) to collect information from ACB internal documents.
Next, I learn about communication skills with customers, gifts to contact
customers, and sell ACB card products.

- CSR position: Main work is to control customer information, register new

customer information, open an account, open a card, sell deposit products,
sell insurance, credit cards, receive and handle complaints. Customers'
information about ACB's products, such as accounts, cards, online services.

- For any transaction at the bank, customers are required to present a valid
and valid ID to prove their identity, with the signature that must match the
information registered on the system. If customers use the fingerprint
authentication method when making transactions at the counter, this step
must be further verified.

- While in the internship position, my job is to assist the bank staff in guiding
the client to the counter and asking the client for information about the
claims and services related to the card and account that the customer wants.
CSR solved.

- After the CSR performs service operations as well as prints the form for
customers to sign for confirmation, my next job is transfer citizenship
identity, passport, visa, authorization documents, checks, corporate
invoices, and service request documents to the controller counter for the
controller to check information and open the service model from the ACB
home network, close the signature. I bring the forms and slips back to the
CSR counter and return the identification documents to the customer.

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 - Regarding the international payment segment, it can be clearly stated that
payment transactions are mainly prepaid (TT); the company's transaction
purpose is mostly international payment transactions.

- For individuals will be within eight purposes of foreign exchange

management regulations, mainly tuition fees for international students,
living expenses for international students, and family subsidies. Each case
will have separate required documents. Transaction office is the place to
receive international payment records, check and analyze records, and send
them to overseas payment centers for overseas payment.

- After Ms. Thao checked transaction information, transfer, necessary papers

valid for eight foreign exchange regulation purposes, I assist Ms. Thao in
bringing documents, service proposals, and required documents, including
the controller, to confirm.

- Next, I will summarize each wire transfer application's information

according to the correct date, month, and year. I print out an ordered list and
check if the wire number, amount, transfer name, and beneficiary bank's
name match the original file, scan the records, bind the cuffs according to
the Prepaid Telegraph. Later, I send documents to the transfer agent for the
Phan Dinh Phung branch. Finally, I had to save a separate copy for storage
in the Tan Dinh sub-branch.

2.2.2 Staff diverting, receiving customers position:

- In this position, I learned how to answer customers by phone according to

the best form that ACB released, then learn how to stream to guide
customers to the right transaction counters they are aiming to and using
service.

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 - I have to become the first role model that customers contact directly at ACB
bank, gentle and considerate communication language to bring customers
the best experience.

- Also, my task is to help transfer the conversations from outside the bank to
the bank's internal numbers.

2.2.3 Working in Sales Department (Credit bureau, Loan department)

- I learned about loan credit at the bank, interest rate, loan papers, mortgage,
and credit card.

- I search for customers on the internal data of the bank. I contact the
customer, find out the customer's needs, then transfer the customer's contact
information to the credit department's consulting department.

- I was assigned as an exception, scanning mortgage papers, lending to

internal files.

- I drafted and searched for loan documents of corporate and individual

customers.

- I participated in giving the new year calendar, a gift from the bank to
priority customers and companies that have used the bank's services.

- I was led by Mr. Nguyen Quy Dan to contact priority customers of the bank;
I learned the attitude of a successful person.

2.2.4 The work of linking ACB card with Aha Move

- I guide and help new drivers of Aha Move fill out registration information
for setting up ACB bank card account.

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- After the driver filled out the personal information and signed it, I brought
the documents back to the bank. Here, the CSR staff members will make
cards for the drivers.

- On the date of the card receipt, the drivers of Aha Move will come to the
bank; I support the card's delivery, link the Momo e-wallet with ACB's
internet banking, and then link the money transfer via Aha Move's driver
app.

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CHAPTER 3: LESSONS LEARNED FROM THE INTERNSHIP

3.1 CHARACTERISTIC TO BECOME A TRAINEE FOR A CSR

ASSISTANT POSITION

The necessary conditions that international checkout counters, belonging to the

CSR department at banks require trainees to have the following conditions:

- Being a final year university student trained in economics, banking, and

finance, commercial English,

- GPA 3.4 and above.

- Have good thinking, skills to work with customers, necessary English

communication skills about banking and economics, understanding bank
transaction records, bills of goods.

- Have pretty-good skills in-office computers, teamwork.

At the CSR counter, trainees require trainees to bring a professional attitude,

seriousness, carefulness in every detail, and high work pressure.

3.2 SELF-ASSESSMENT

3.2.1 Shortcomings remaining before the internship at Tan Dinh Sub-Branch:

- My social relationship is relatively narrow, only confined to family and

friends in the school class.

- I do not know many vocabulary words of the finance-banking industry, still

look up words to use when communicating, translating papers, records.

- My behavior when I was in school was relatively slow, sometimes late.

- Sometimes I cannot actively handle tasks due to my lack of experience.

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 - In some cases, when exposed to a new environment, I lack confidence, lack
the courage to raise my opinion and personal opinion.

- I have not completed my office computer skills using office machines,

software.

3.2.2 Achieved results after the practice:

During the time working at Tan Dinh Sub-Branch ACB , I have the opportunity
to practice and overcome my weaknesses:

- I have improved my English in finance and banking quickly, which I

learned from university, especially business vocabulary. Now that I can
apply that knowledge in communicating with foreign customers through
papers, international recordings, internal bank documents, I feel proud of
myself.

- I have expanded myself with many friend-coworker -client relationships,

becoming happier and understanding people with social position, work, and
social pressures—different assembly.

- The nature of work that the bank does not accept being late has trained me
to get up early, go to work, eat breakfast on time, and improve self-
consciousness and discipline in the workplace : work in the right time frame
for the office, seriously during working hours, comply with the regulations
and regulations for trainees.

- I trained myself to more patience, careful meticulousness through

paperwork, bank printing, careful speech, and communication with
customers.

- I am becoming more active, bold, and creative, and more patient in handling
work, dealing with everyone in the agency.

I have developed a comprehensive set of skills for myself, such as:

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 - Team-Collective work skills: find new potential customers for the bank,
linkage with departments.

- Using machines and equipment such as photocopying, scanning ID papers,

files, paperboard printers, internal dedicated phones.

- Presentation skills: meeting the heads of units, communicating with

customers.

- Office skills: file storage, internal scanning, ms word, excel, email.

- Last but not least, I learned the experiences in life, in economics-

commercial-banking-insurance work passed down from highly qualified
bank staff from all departments, that has helped me understand and acquire
knowledge about commercial economics, about Banking industry.

3.2.3 Proposal to improve operating procedures at the CSR counter of ACB:

- The CSR process at ACB has always been rigorous and complete.
Nevertheless, the process of making documents transactions, whether
simple or complex, requires staff to work directly on the system, and the
papers are then waiting for moderation from the controller.

- This has caused customers to wait quite a long time, and the most basic
transactions also take over 10 minutes to complete. In using CSR services
at banks, when it takes too much precious time, some customers are not
satisfied with their time working at ACB.

- In my opinion, the important thing when performing customer service in

any industry is the reliability of the business to the customer and the
satisfaction after using that service.

- To always have a loyal customer base that connects and develops with ACB
and attracts more and more new customers to ACB bank, in my opinion,
not only with the available quality and reputation but also with the bank's

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products. The improvement of services, modern and reliable
professionalism in parallel with society's development will contribute to the
sustainable and robust development of ACB bank.

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PART 3: CONCLUSION

I am very grateful for having experienced an internship at Tan Dinh Sub-

Branch, ACB Bank. Indeed, during the internship at ACB Bank, I will have
unavoidable shortcomings. The problems I encountered in the working process
have partly overcome thanks to the staff members' sincere comments.

I had the opportunity to acknowledge and evaluate myself after studying at

university, knowing my strengths and weaknesses to find ways to improve.

I will rely on my knowledge and experience to be here as my luggage and

continue to improve my knowledge of foreign languages in particular and
Economics - Commerce - Finance in particular to support my dream of becoming
an entrepreneur in the future.

I will continue to improve myself, overcome my weaknesses, and develop

strengths to be successful in the future.

With what I experienced from my internship here, I have somewhat shaped

my future direction. I will always try to cultivate new knowledge, become a good
citizen, a useful human resource with a full range of skills to contribute to
Vietnam's development.

Once again, I would like to send my most sincere thanks to my supervisor

Mr. Nguyen Dinh Tuan, for guiding me to make the report most wholly and
scientifically. Sincerely, thank the staff is working at Tan Dinh sub-branch,
especially Mr. Nguyen Quy Dan, to support the bank's documents and guide and
train the skills to improve, and finally, I complete this internship smoothly.

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REFERENCES

ACB bank's internal documents

https://acb.com.vn/en/about-en/Introduction

https://www.acb.com.vn/en/about-en/media-news/Awards

https://www.acb.com.vn/wps/wcm/connect/f57b6291-1273-465f-99b8-
97a25e68094b/annualreport11.pdf?MOD=AJPERES

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