Professional bachelor degree

in Finance-Banking-Insurance
(Customer relationships management)

WORK PLACEMENT MID-TERM REPORT

Company: VPBank My Dinh Branch

Project title: “Promoting the individual consumption loan service at

VPbank My Dinh Branch

Names of student: Do Hoang Hoa

University year: 2020-2023

Tutor at TMU: Vu Ngoc Diep

Tutor at USTV: Marie-Josée Cambreling

Tutor at VPbank : Phung Thanh Hai

Hanoi - 2023
PART 1: OVERVIEW OF VPBANK MY DINH BRANCH AND THE INTERNSHIP
 1.1 Company:
 Name, slogan: Vietnam Prosperity Commercial Joint Stock Bank (VPBank)
“For a prosperity Vietnam”
 Location: 89 Lang Ha, Dong Da, Hanoi
 Legal status: Active (has tax registration certificate)
 Geographical development: 230 transaction points, 61 branches and 166
transaction offices
 Number of employees: 29,104
 Date of creation: August 12, 1993
 Activity:

+ Range of products: retail banking, consumer credit, household banking, and small
and medium enterprises credit services

+ Target: VPBank has set an ambitious target of becoming the most consumer-
friendly technology- driven bank and among Vietnam’s top 3 most valuable banks.

+ Competition: Vietnam Prosperity Joint-Stock Commercial Bank, Joint Stock

Commercial Bank for Investment and Development of Vietnam, Vietnam Technological and
Commercial Joint Stock Bank, Vietnam International Commercial Joint Stock Bank, Tien
Phong Commercial Joint Stock Bank

1.2 Host Firm:

 Location: Floor 1 Building CT1-1 Me Tri Urban Area, Me Tri Ward, Tu Liem, Hanoi
 Phone: 024 3787 5006
 Fax number: 024 3787 5010
 Number of employees: 15
 Date of creation: 20/4/2020

In an effort to strengthen

its modern retail banking model, enhance brand identity, and improve service quality,
VPBank has launched a new branch layout at VPBank My Dinh, Hanoi on 15 October
2012. This branch layout has been designed with a dynamic and customer-focused
style, which is in line with one of VPBank’s core values - “Customer Focus”.

 Activity :

+ Range of products:

Card products
 Refund credit card
 Cash withdrawal credit card
 Brand co -credit card
 International debit card
  Domestic debit card
 Credit card score
 Diamond privileged credit card
 Nice number account

Loan service
 Personal mortgage loans
 Preferential unsecured loan for teachers
 Business loans for business
 Unsecured loan customers pay salaries via VPBank
 Financial support loans study abroad
 Business loan
 Home loan, car loan
 Multi -purpose loans, super -speed loans, tax loans, business household loans
 Loan pledged valuable papers

Insurance services

1.3 Introduction of the internship:

 Why the topic:

Banking is fundamental to a functioning economy. It enables the flow of money
between savers and borrowers, allowing businesses to invest, grow and create jobs.
Lending is, therefore, a critical part of the banking system, and banks must lend to
support economic growth while also protecting against risks.

Loans are advanced for a number of reasons including major purchases, investing,
renovations, debt consolidation, and business ventures. Loans also help existing
companies expand their operations. Loans allow for growth in the overall money
supply in an economy and open up competition by lending to new businesses.

Loans allow for growth in the overall money supply in an economy and open up
competition by lending to new businesses. The interest and fees from loans are a
primary source of revenue for many banks, as well as some retailers through the use
of credit facilities and credit cards.

Loans are one of the basic building blocks of the financial economy. By giving out
money with interest, lenders are able to provide funding for economic activity while
being compensated for their risk. From small personal loans to billion-dollar
corporate debts, lending money is an essential function of the modern economy.

In conclusions, loans is very important for the development of society, thus it’s the
slogan of Vpbank itself “For a prosperity Vietnam”, for then that the reason why I
choose this topic, I want to gain more knowledge about lending, especially
consumption lending because it’s the most convenient and available loans for all
kinds of customers
 Internship plan
Table 2: Internship plan at VPbank My Dinh Branch
Date
From: 6/3 To: 15/3
From: 16/3 To: 31/3
From: 1/4 To: 31/4
From: 1/5 To: 31/5
1.4 Tutor at Company:
 Full name: Phung Thanh Hai
 Tel: 093 643 99 82
 Email: haipt13@vpbank.com.vn
 Professional position: Senior Credit Specialist
Task / Mission
Task 1 / Mission 1: Learn
in particular about lending
procedure’s requirements
and documents related
Task2 / Mission 2: Learn
steps how to achieve a
lending record practically
Task 2 / Mission 2: Find
and negotiate with
customers
Task 3 / Mission 3: Make a
survey and complete the
final report
Outcome
Gained knowledge about
system department,
bank’s products: cards,
lending, ….
Know how to filter the
customers, gather
information for the legal
records
Learnt how to sell cross-
sell products, how to meet
and convince customer
 PART 2: INTERNSHIP PROGRESS

2.1 Level of implementation

Table 2: Internship progress at VPBank My Dinh Branch

Date Task / Mission Level of implementation

From: 6/3 To: 19/3 Task 1 / Mission 1: Learn in
particular VPBank’s culture
and system
From: 20/3 To: 31/3 Task 2 / Mission 2: Learn
about the credit services
and how to find customers
From: 1/4 To: 30/4 Task 3 / Mission 3: Learn
how to make a legal
documents and practice
with actual customers
From: 1/5 To: 15/5 Task4 / Mission 4: Survey
customer and analysis
From: 16/5 To: 31/5 Task 5 / Mission 5: Do a
research on the
competitors and SWOT
table
Gained knowledge about
system department, bank’s
products: cards, lending, ….
Know how to filter the
customers, gather
information for the legal
records
Learnt how to sell cross-sell
products, how to meet and
convince customer
- Survey for individual
customers:
+ Basic information
+ Information about
demographic characteristics
+ Financial information
Make a table compare
VPBank, TPbank and
Techcombank -3 biggest
Joint-stock bank

2.2 The difficulties

After 3 months of internship at Vpbank, My Dinh branch, I had a lot of

difficulties and pressures I had to go through.

The first step is to find customers, I have posted a lot of statuses to find
people in need, but most of them are underage people or have credit problems, not
yet eligible for the bank.

Next is the problem of records, the customer does not have enough legal
documents such as labor contract, identity card, temporary residence document, ...
Then upload the file to the head office for approval, the customer can may be
rejected because of not updating to the new ID system, wrong phone number or
problem with disbursement process when unable to contact customer.

In addition, I also telesale for existing customers of the branch to cross-sell

products such as credit cards, mortgages or unsecured loans. Most customers do not
answer the phone or have no need after mentioning the purpose of the call, or the
customer answers the need and I make friends via Zalo, but the customer does not
accept the friend request, message no rep or reply that they have no need. Or when
they need to provide legal documents, they are not interested and don't reply to
messages anymore

2.3 The solutions:

I asked the experience of the brothers and sisters here to react in situations like
this, in case the customer can't prove the Hanoi household registration, I will guide
the customer to buy a Viettel card at Hanoi and then take the receipt. to prove
permanent residence

In case the customer is missing, wrong or has not updated information on the
system, I support the customer to go to the transaction counter.

Signature:

Tutor at TMU:

Tutor at VPBank: