Professional bachelor degree

in Finance-Banking-Insurance
(Customer relationships management)

WORK PLACEMENT REPORT

Promoting the individual consumption loan service at

Vpbank My Dinh Branch
Names of student: Do Hoang Hoa

ID number: 20K620069

University year: 2020-2023

Tutor at TMU: Mrs. Vu Ngoc Diep

Tutor at USTV: Mrs. Josée Marie Cambreling

Tutor at VPBank: Phung Thanh Hai

Hanoi - 2023
TABLE OF CONTENTS
LIST OF TABLES

 LIST OF FIGURES
 ACKNOWLEDGEMENT

First of all, I would like to thank the International Department and VPBank for
creating conditions for me to participate and complete the internship program,
especially grateful to the director of the Dinh Duc branch and the direct guide of You,
Mr. Phung Thanh Hai has supported and provided me with all information to do this
graduation thesis

In the past 3 months, I have met you dedicated to the profession, ready to tell
me a lot of things from the professional skills to use useful life skills from which I
have enough skills and knowledge to graduate

Introduction

The context of the internship, the issue, the topic, the main question, presentation of the
plan, a few lines to describe how this part/subpart helps to resolve the issue

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
 PART 1: OVERVIEW OF VPBANK MY DINH BRANCH AND THE INTERNSHIP

1.1 Company:
- Name: Vietnam Prosperity Commercial Joint Stock Bank (VPBank)
- Slogan: “For a prosperity Vietnam”
- Logo:

-
 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 my internship:

 Why the topic:

Lending is a crucial part for society development, for the prosperity future
 Internship plan
Table 1: Internship plan at VPBank My Dinh branch

Date Task / Mission Outcome

From: 6/3 To: 15/3 Task 1 / Mission 1: Learn
in particular about lending
procedure’s requirements
and documents related
From: 16/3 To: 31/3 Task2 / Mission 2: Learn
steps how to achieve a
lending record practically
From: 1/4 To: 31/4 Task 2 / Mission 2: Find
and negotiate with
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
 customers and convince customer
From: 1/5 To: 31/5 Task 3 / Mission 3: Make a Survey for individual
survey and complete the customers:
final report + Basic information
+ Information about
demographic characteristics
+ Financial information
.......
 PART 2: INTERNSHIP IMPLEMENTATION AT (COMPANY), (HOST FIRM)

(12-15 pages)

2.1 The internship position, responsibilities and tasks (4-5 pages)

2.1.1 Department structure and internship position

(de
scribe your position and relationship to other staffs in your department)

Graphic documents (maps, plans, organisation charts, curves and charts) are
recommended. They must always be accompanied with a caption and a heading.

2.1.2 Business procedure and work placement responsibilities

(describe your responsibilities and your competence)

Graphic documents (maps, plans, organisation charts, curves and charts) are
recommended. They must always be accompanied with a caption and a heading.

Focus on your topic, your service pack, your company and your host firm

2.1.3 Daily tasks

Graphic documents (maps, plans, organisation charts, curves and charts) are
recommended. They must always be accompanied with a caption and a heading.
 2.2. Some business cases (5-6 pages)
2.2.1 Case No1 (failed - customer risk)
- The information of financial products and services:
 Loan number: 50.000.000 VND
 Loan method: Income from salary – references - State salary coefficient, rank
of Police & Military Officer
 VPBank CC for Manual product : D1 (Lieutenant - Lieutenant) : GOV-D1 (UPL),
CC_GOVD1 (Card)

- The information of customer

 Name: Tran Dinh Luyen
 ID number: 001099014971
 Address: Tran Phu, Thuong Tin, Hanoi
 Age: 24
 Sex: Male
- The financial position of customer:
 Level income: Level 2
 Coefficient salary: 3.45
 Actual salary: 4.000.000 VND
 The customer risk:
 Negotiations and result

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

- The information of financial products and services: name, type, size, fee,...
 Name:
- The information of (a real) customer: ID, address, age, sex,
 ID number: 001085004126
 Address: Lien Trung Commune, Dan Phuong Province, Hanoi
 Age: 38
 Sex: Male

- The financial position of customer

- The customer risk:

- Negotiations and result:

2.2.3 Case No3 (successed)

- The information of financial products and service:

 Loan number: 60.000.000 VND
 Loan method: Income from salary – references - State salary coefficient, rank
of Police & Military Officer
 VPBank CC for Manual product : C1 (Lieutenant - Lieutenant) : GOV-C1 (UPL),
CC_GOVC1 (Card)
 - The information of (a real) customer: ID, address, age, sex,
 ID number: 038188037788
 Address: Hoang Quy, Hoang Hoa, Thanh Hoa
 Age: 35
 Sex: Female

- The financial position of customer:

 Level income: Level 4
 Coefficient salary: 3.33
 Actual salary: 4.000.000 VND
 The customer risk
Negotiations and result
2.2.2 Case No4
- The information of financial products and services:

- The information of (a real) customer:

 ID number: 038095004587
 Address: Xuan Lai, Tho Xuan, Thanh Hoa
 Age: 28
 Sex: Male

- The financial position of customer

- The customer risk
- Negotiations and result

2.2.3 Case No5 (risk and loss)

The information of financial products and services: name, type, size, fee,...
The information of (a real) customer: ID, address, age, sex,
The financial position of customer
The customer risk
Negotiations and result

2.3 Service analysis

2.3.1 Customer research

(present the information you have gathered from customer research)

Graphic documents (maps, plans, organisation charts, curves and charts) are
recommended. They must always be accompanied with a caption and a heading.

2.3.2 Competitor analysis

 (present the results of your competitor analysis)

Graphic documents (maps, plans, organisation charts, curves and charts) are
recommended. They must always be accompanied with a caption and a heading.

2.3.3 SWOT analysis

(present the SWOT analysis of your firm)

Graphic documents (maps, plans, organisation charts, curves and charts) are
recommended. They must always be accompanied with a caption and a heading.

2.4 KPI and KPR (3-4 pages)

2.4.1 Key performance Indicator – KPI

(describe the KPI of your department, KPI of a permament staff and Your KPI (if any)
in your internship period)

KPI of a permanent staff: (per month)

 Savings: 5.5 billion VND

 Mortgages: 1.8 billion VND or 2.3 billion VND
 Nice digital accounts: 5 or 25 accounts (at least 550.000 VND/ account)
 Loans: 250 million VND or 300 million VND
 Credit cards: 5
 Insurance AIA: 40 million VND
 Net accounts: 30 accounts
 Physics cards: 10

My KPI: (per month)

 Net accounts: 30
 Loans: 3 customers

2.4.2 Key performance results – KPR

(describe the KPR of your department, KPR of a permament staff and your KPR (if
any) in your internship period)

New custumer: saving and/or loans

New contract: saving and/or loans

New account, new cards
...
 Graphic documents (plans, curves and charts) are recommended. They must always
be accompanied with a caption and a heading.

2.4.3 Host firm assessment and recommendation

(describe your assessment and recommendation to your host firm)

 PART 3: INTERNSHIP ASSESSMENT

(3-6 pages)

3.1 The difficulties encountered (1-2 pages)

 Analyse the difficulties encountered

 Express your thoughts, the possible leads of action

3.2 Internship gained (1-2 pages)

 Knowledge gained
 Experience gained
 Skills improvement

3.3. Career plan

 Short-term

Currently, my short -term goal is that in the near future, I want to be accepted to the
position of Lang Ha Branch's trading position to be able to get acquainted with the job and
improve professional experience. Because I still do not have much experience in banking
business, so this is also an opportunity for you to improve my personal experience and
practical experience to be able to improve myself and be able to improve myself. Do well
the assigned tasks.

 Medium-term:

In the next 1 year, I intend to master all professional skills, can try in different positions in
the bank, try to learn to overcome the shortcomings of the version. close.

 Long -term goals:

Conclusion
APPENDICES
LIST OF REFERENCES
 INTERN ASSESSMENT FORM
(To be completed by the Intern Supervisor)

Student Intern Name: Date of Internship:

The purpose of this form is to provide the intern with feedback about the intern’s
work and professional skills and competencies. Please be objective and candid in
your assessment and discuss this with the intern. The assessment ratings ranges
from 1 to 5 are as follows (circle the appropriate number):

1= Unsatisfactory Never demonstrates this ability / does not meet expectations

2= Needs Improvement Seldom demonstrates this ability / rarely meets expectations
3= Fair Sometimes demonstrates this ability / meets expectations
Usually demonstrates this ability / sometimes exceed
4= Good expectations
Always demonstrates this ability / consistently exceeds
5= Excellent expectations

Student Intern assessment (Circle the appropriate number)

A. Ability to Learn
1. Observes and/or pays attention to others. 1 2 3 4 5
2. Asks pertinent and purposeful questions. 1 2 3 4 5
3. Seeks out and utilizes appropriate resources. 1 2 3 4 5
4. Accepts responsibility for mistakes and learns from experiences. 1 2 3 4 5
5. Open to new experiences; takes appropriate risks. 1 2 3 4 5
B. Reading / Writing / Computation Skills
1. Reads, comprehends and follows written materials. 1 2 3 4 5
2. Communicates ideas and concepts clearly in writing. 1 2 3 4 5
3. Works with mathematical procedures appropriate for the assigned duties. 1 2 3 4 5
C. Listening and Oral Communication Skills
1. Listens to others in an active and attentive manner. 1 2 3 4 5
2. Comprehends and follows verbal instructions. 1 2 3 4 5
3. Effectively participates in meetings or group settings. 1 2 3 4 5
4. Demonstrates effective verbal communication skills. 1 2 3 4 5
D. Creative Thinking and Problem Solving Skills
1. Seeks to comprehend and understand the “big picture”. 1 2 3 4 5
2. Breaks down complex tasks/problems into manageable pieces. 1 2 3 4 5
3. Brainstorms/develops options and ideas. 1 2 3 4 5
4. Respects input and ideas from other sources and people. 1 2 3 4 5
5. Demonstrates an analytical capacity. 1 2 3 4 5
E. Professional and Career Development Skills
1. Seeks to understand personal strengths and weaknesses. 1 2 3 4 5
2. Exhibits self-motivated approach to work. 1 2 3 4 5
3. Demonstrates ability to set appropriate priorities/goals. 1 2 3 4 5
4. Exhibits professional behavior and attitude. 1 2 3 4 5
5. Manages personal expectations consistent with work role. 1 2 3 4 5
6. Shows interest in determining career direction. 1 2 3 4 5
F. Interpersonal and Teamwork Skills
1. Relates to co-workers/team members effectively. 1 2 3 4 5
2. Manages and resolves conflicts in an effective manner. 1 2 3 4 5
3. Supports and contributes to a team atmosphere. 1 2 3 4 5
4. Controls emotions in a manner appropriate for work. 1 2 3 4 5
5. Demonstrates assertive but appropriate behavior. 1 2 3 4 5
G. Organizational Effectiveness Skills
1. Seeks to understand and support the organization’s mission/goals. 1 2 3 4 5
2. Fits in with the norms and expectations of the organization. 1 2 3 4 5
3. Works within appropriate authority and decision-making channels. 1 2 3 4 5
4. Demonstrates a sense of responsibility and confidentiality. 1 2 3 4 5
5. Interacts effectively and appropriately with supervisor. 1 2 3 4 5
H. Basic Work Skills
1. Reports to work as scheduled. 1 2 3 4 5
2. Is prompt in showing up to work and meetings. 1 2 3 4 5
3. Exhibits a positive and constructive attitude. 1 2 3 4 5
4. Brings a sense of values and integrity to the job. 1 2 3 4 5
5. Behaves in an ethical and professional manner. 1 2 3 4 5

Overall Performance
1. Would you supervise this intern again? Yes No Uncertain
If no, please explain:
………………………….................................................................
………………………….................................................................
2. Would your organization host this intern again? Yes No Uncertain
If no, please explain:
………………………….................................................................
………………………….................................................................
3. Would you recommend this student to other organizations? Yes No Uncertain
If no, please explain:
………………………….................................................................
………………………….................................................................
4. Overall performance of this intern 1 2 3 4 5

Additional Comments (Please list any additional comments here):

…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………

___ I have ___ I have not discussed this assessment with the intern.

Intern Supervisor Name: Date of Assessment:

Signature: