Improving personal business loan service at BIDV coc leu transaction office

LIST OF TABLESTable 1: My internship plan at BIDV - Sapa Branch...6 Table 2: Business results of personal business loans at BIDV - Coc Leu Transaction Office in 2016-2017...9 Table 3: SW

I am truly indebted and thankful to all of the teachers of the Vietnam CommercialUniversity and Rouen, especially these ones of International Education Faculty for their kindassistance and creating every favorable condition for me to finalize this internship report.Particularly, I owe sincere and earnest thankfulness Mr Pham Tuan Anh, Mrs SoniaAdam-ledunois - my tutor for spending much time and energy in guiding me through theresearch and helping me complete this report

I am obliged to many of Ms Hoang Viet Ha, Mr Tran Ngoc Son and all of mycolleagues at BIDV - Coc Leu Transaction Office who helped and supported me during theinternship

It is a great pleasure to thank everyone who helped me write this report successfully

TABLE OF CONTENTS

ACKNOWLEDGEMENTS i

LIST OF TABLES iv

LIST OF FIGURES iv

INTRODUCTION 1

PART I: OVERVIEW OF THE INTERNSHIP LOCATION AND CONTEXT 2

1.1 BIDV 2

1.2 BIDV - Sapa Branch and BIDV - Coc Leu Transaction Office 3

1.2.1 BIDV - Sapa Branch 3

1.2.2 BIDV - Coc Leu Transaction Office 4

1.3 Introduction of my internship 4

PART II: INTERNSHIP IMPLEMENTATION AT BIDV - COC LEU TRANSACTION OFFICE 7

2.1 My internship position, responsibilities and tasks 7

2.1.1 BIDV - Coc Leu Transaction Office and my position 7

2.1.2 Personal business loan process at BIDV - Sapa Branch and my responsibilities 7

2.1.3 My daily tasks during the internship 10

2.2 My important internship missions associated with some business cases at BIDV - Coc Leu Transaction Office 11

2.2.1 Receiving loan applications for personal business from customers 11

2.2.2 Supporting in appraising records of personal business customers 13

2.2.3 Completing the procedure after personal business loan approval 15

2.2.4 Participating in disbursing personal business loans approved 16

2.2.5 Controlling personal business loans and collecting debts 17

2.3 Analysis of personal business loan service at BIDV - Coc Leu Transaction Office 18

2.3.1 Conducting a customer survey on personal business loan service at BIDV - Coc Leu Transaction Office 18

2.3.2 Competitor analysis of BIDV - Sapa Branch on personal business loan service 20

2.3.3 SWOT analysis on BIDV’s personal business loan service 21

2.4 KPI and KPR 22

2.4.1 Key performance Indicator (KPI) 22

2.4.2 Key performance results (KPRs) of BIDV - Coc Leu Transaction Office 23

2.4.3 Assessments and recommendations for improving personal business loan service at BIDV - Coc Leu Transaction Office 24

PART II: ASSESSING MY INTERNSHIP IMPLEMENTATION 27

3.1 Difficulties encountered and solutions applied 27

3.2 My knowledge and skills gained 27

3.3 Career plan 28

CONCLUSION 29

APPENDIX 30

LIST OF TABLES

Table 1: My internship plan at BIDV - Sapa Branch 6

Table 2: Business results of personal business loans at BIDV - Coc Leu Transaction Office in 2016-2017 9

Table 3: SWOT matrix of BIDV’s personal business loan service 21

Table 4: KPIs of BIDV - Coc Leu Transaction Office 22

Table 5: My KPIs during the internship 22

Table 6: My KPRs during the internship 23

LIST OF FIGURES Figure 1: BIDV’s business indicators in the 2013-2017 periods 2

Figure 2: Personal business loan process at BIDV - Coc Leu Transaction Office 8

Figure 3: My survey sample 19

Figure 4: Customer assessment of the personal business loan service at BIDV - Coc Leu Transaction Office 19

Figure 5: Customer satisfaction on personal business loan service at BIDV - Coc Leu Transaction Office 20

Retail banking services are currently invested and developed by many banks It can beseen that credit revenues are still the main sources of banks thanks to high interest rates andlarge profit margins In the current credit market, loan services for business are paid moreattention to by many Vietnamese banks for development In fact, loans for business are seen

to account for a large proportion of the total loans In the current industrialization andmodernization context, all resources from all economic sectors are encouraged to mobilizepotential capital for economic investment and development

To expand production and business activities, it is necessary to have much capital.However, we can only access such capital by borrowing loans from commercial banks.Therefore, it can be said that capital from commercial banks plays a very important role inexpanding production and business activities Economic organizations and individuals aremainly the customers of commercial banks That banks develop policies on providing morebusiness loans for economic organizations/units not only brings profits to banks themselvesbut it also creates favorable conditions for such organizations/units to develop theirproduction and business activities That partly makes some small contributions to thedevelopment of Vietnam

Lao Cai province, especially Sapa town, is currently considered as a main point forinvestment and development in the coming years This will allow Lao Cai Province to create asolid momentum for economic development, especially the small and medium-sizeddevelopment of individuals Therefore, it is necessary to provide capital to quickly developthis economic sector

During my internship at BIDV - Coc Leu Transaction Office, I decided to select the

topic: “Improving personal business loan service at BIDV - Coc Leu Transaction Office” as

my internship topic

PART I: OVERVIEW OF THE INTERNSHIP LOCATION AND CONTEXT 1.1 BIDV

 Name: Joint Stock Commercial Bank for

Investment and Development of Vietnam

 Abbreviated name: BIDV

 Location: BIDV Tower, 35 Hang Voi, Hoan

 Swift code: BIDVVNVX

Joint Stock Commercial Bank for Investment and Development of Vietnam, formerlyknown as Bank for Construction of Vietnam, was founded under the Prime Minister’sDecision No.177/TTg dated 26 April 1957 On 24 June 1981, it was renamed Bank forInvestment and Construction of Vietnam On 14 November 1990, it was renamed Bank forInvestment and Development of Vietnam On 23 April 2012, it was equitized and renamedJoint Stock Commercial Bank for Investment and Development of Vietnam under the SBV’sLicense No 84 On 24 January 2014, Joint Stock Commercial Bank for Investment andDevelopment of Vietnam is officially listed on the Ho Chi Minh Stock Exchange with itslisting code of BID

Figure 1: BIDV’s business indicators in the 2013-2017 periods

also made BIDV suffer from a delayed growth in the next two years Specifically, in 2016,BIDV’s before-tax profits reduced compared with 2015 (95% of before-tax profits in 2015).

In 2017, it was recognized that BIDV’s profit growth had reached 14% However, it was farbehind state owned banks (VietinBank and Vietcombank) Even, it was also behind by jointstock commercial banks such VPB and TCB

1.2 BIDV - Sapa Branch and BIDV - Coc Leu Transaction Office

1.2.1 BIDV - Sapa Branch

 Name: Joint Stock Commercial Bank for Investment

and Development of Vietnam - Sapa Branch

 Abbreviated name: BIDV - Sapa Branch

 Location: No 20, Ngu Chi Son Street Sapa Town

-Sapa District - Lao Cai

Bank for Construction - Lao Cai Province, one of the first 10 branches under the Bankfor Construction of Vietnam, was established on 27 May 1957 according to the Decree No.233/ND-TC-TCCB of the Ministry of Finance Its functions were to manage and provide statebudget capital for basic construction In 1976, after the total liberation of Vietnam, threeBanks for Construction, namely, Lao Cai, Yen Bai and Nghia Loi, were merged into the Bankfor Hoang Lien Son Province In 1991, after Lao Cai Province had been re-established, Bankfor Investment and Development of Lao Cai Province was re-founded under the Decision No.134/QD dated 30 August 1991 of the Governor of the State Bank of Vietnam The systemofficially went into operation on 01 October 1991

Bank for Investment and Development of Lao Cai Province, Sapa Transaction Officewas founded according to the Decision No 0028/QĐ-TCCB dated 31 January 2005 of theDirector of Bank for Investment and Development of Lao Cai Province and it was officiallyput into operation on 01 February 2005 and it was named Sapa Transaction Office BIDV -Sapa Branch was founded on 01 June 2016 Since then, BIDV - Sapa Branch has alwaysgained stable business results and growth rates Remarkably, BIDV - Sapa Branch isconsistently ranked among the TOP 10 branches which have the best business indicators in

the North Currently, BIDV - Sapa Branch’s human resources include one part of BIDV LaoCai’s staffs and one part of BIDV Bac Ha’s ones.

The total capital which BIDV - Sapa Branch mobilized at the end of 2016 reached 550billion, increasing by 36.2% compared with the beginning, exceeding 19.2% of the target Inaddition, there is an reasonable increase in outstanding loans with a guaranteed credit quality

At the end of 2016, BIDV - Sapa Branch got a total outstanding loan of 643 billion dong, up25.6% compared with 2015 while its bad debt ratio stopped at 0.04% In 2017, its mobilizedcapital reached 630 billion dong, 480 billion of which were residents’ deposits, increasing by

80 million dong compared with 2016 With a growth rate of 15%, outstanding loans reached

730 billion dong Outstanding medium & long-term loans accounted for 65% of the totaloutstanding loans The bad debt ratio was less than 1% of the total outstanding loans

1.2.2 BIDV - Coc Leu Transaction Office

BIDV - Coc Leu Transaction Office was founded and put intooperation in 2016 at No 24, Hoang Lien, Coc Leu Ward, Lao CaiCity It is one of the five transaction offices under the BIDV -Sapa Branch Its business scope includes: Mobilizing capital,providing services such as money transfer, bill payment,collection and providing loans to personal households and SMEs

At BIDV - Coc Leu Transaction Office, there are six staffs,including: one Director, one Deputy Director, two tellers and twocustomer service staffs

Not only BIDV - Coc Leu Transaction Office but also othertransaction offices in Lao Cai Province are in a strong position of providing the personalbusiness loan service During the last years, this policy has been launched by the leaders ofbanks and business units It can be seen that Lao Cai province has achieved some certainachievements

1.3 Introduction of my internship

Generally, Vietnam’s macro-economy has recently been stable and sustainable Thiscreates favorable conditions for the development and expansion of personal businesshouseholds and economic sectors in general In this context, Vietnam banking systems plays

an key role not only in circulating capital resource but also creating fully financial service tosatisfy the current requirements of individuals and enterprises To meet the increasingly highdemands of customers, banks are continuously launching products which are new andcompetitive and high-tech to create differentiation in the banking services

Personal business loans is currently considered as a traditional and extremely popularfinancial service provided by banks Thanks to advantages in its process as well as customerbase, BIDV - Coc Leu Transaction Office is always in the vanguard of providing this servicecompared with other bank in the area However, BIDV - Coc Leu Transaction Office is facingwith some fierce competition from other credit institutions because this is a popular financialproduct Therefore, it is very difficult for BIDV - Coc Leu Transaction Office to occupy themarket share of personal business loans In the market of personal business loans, some bankssuch Agribank, MB Bank and VPBank, etc also provide such service and have gained a lot ofrelatively successful results.

It is competition from other credit institutions that pose threats of providing the personalbusiness loan service at BIDV Sapa Branh - BIDV - Coc Leu Transaction Office However, itcan be seen that the economy of Sapa is on the rise, especially since Sapa was recognized bythe Government as a national tourist area at the end of 2017 In addition, Lao Cai People’sCommittee has coordinated with Ministry of Culture, Information and Tourism to advertiseLao Cai’s images, promote investment and attract tourists Personal loans, especially forbusiness, will become one of the prerequisites in the economic development planningorientation of Sapa Town Therefore, it is necessary for BIDV - Coc Leu Transaction Office

to make some strong and drastic improvements in the coming time to get effective businessresults in term of sales and credit quality This will truly allow the Transaction Office tocreate its own advantages in the lending activities

It is exploiting and using available resources in the economy to produce goods andsupply service to meet the market demands and to gain profits that are considered asproduction and business activities Personal business loans are credit products provided tomeet the demands for financing some production and business steps or implementinginvestment projects, business plans and services

At BIDV - Sapa Branch, personal business loan service has customers who want toaccess loans to finance their production and business activities such as providing services andworking as sales agents, trading units or purchasing clues Loan terms depend on the purpose

of loans and the business type of personal loans Currently, personal business loans havedifferent terms, including: short term, medium term, and long term Business loans often havelarger amount than consumer loans, so their average interest rate is more preferable than thatoffered by consumer loans Thanks to owing a simple and common structure, the personalloan service for local business is one the most effective product The reason is that this servicenot only brings high net interest income but it can also sell many attached service & productpackages

In this context, I was allowed to have my internship at BIDV - Coc Leu TransactionOffice under the BIDV - Sapa Branch During the internship, I received the guidance of Ms.Hoang Viet Ha - Deputy Director in the Transaction Office.

My internship plan is shown in details as follows:

Table 1: My internship plan at BIDV - Sapa Branch

05th to 09th

February

Learning about the personal business loan process at BIDV - CocLeu Transaction Office

Clearly understanding the personal business loan process

20th to 24th

February Supporting doing some daily tasks

Clearly understanding daily activities at the Transaction Office

5th to 23rd March Supporting appraising customers’

loan applications

Understanding the product requirements and the certain noteswhen appraising customer records

26th to 30th March Completing records and procedures

after loan approval

Understanding steps after loan approval

2nd to 6th April Supporting loan disbursements Clearly understanding how to

conduct loan disbursements

9th to 13th April Controlling loans and collecting

debts

Clearly understanding how to control loans after disbursement and collect debts

16th April to 14th

May

Conducting a customer survey aboutthe personal business loan service atBIDV - Sapa Branch

Assessing the service quality and finding out shortcomings in the service quality at BIDV - Coc LeuTransaction Office

15th to 18th May

Analyzing the competitors of BIDV

- Sapa Branch in the personal business loan service

Clearly understanding BIDV - Sapa Branch ‘ strengths and weaknesses in this service

21st to 23rd May Giving general assessments and

suggesting some recommendations

Suggesting some recommendations for improving the quality

24th to 25th May Writing the internship report Accomplishing the internship

report

PART II: INTERNSHIP IMPLEMENTATION AT BIDV - COC LEU

TRANSACTION OFFICE

2.1 My internship position, responsibilities and tasks

2.1.1 BIDV - Coc Leu Transaction Office and my position

In the bachelor program, I was accepted to work as a customer service staff at BIDV Coc Leu Transaction Office under the direction of Ms Hoang Viet Ha - Deputy Director.BIDV - Coc Leu Transaction Office has some business functions as follows:

- Building and developing relations with customers shared from the BIDV - SapaBranch’s customer base;

 Seeking customers to enrich BIDV - Coc Leu Transaction Office’s customer baseand create business bases;

 Providing individuals and enterprises with loans; mobilizing deposits from residentsand economic organizations; providing domestic and foreign customers in need with financialservices such as guarantee, e-banking, cards, domestic and international money transfer,foreign currency trading, etc

 Developing and improving policies

Currently, BIDV - Coc Leu Transaction Office is one of the BIDV - Sapa Branch’s fivetransaction offices It is located on Hoang Lien Street, which is the main road in Sapa Town.Sapa Town has a dense population Moreover, the number of tourist coming to the town ofSapa each year reaches 200,000 people Taking advantage of its geographic location, Coc LeuTransaction has gained more certain achievements, especially in the personal business loanservice, than other transaction offices under the BIDV - Sapa Branch

2.1.2 Personal business loan process at BIDV - Sapa Branch and my responsibilities

In recent years, in the increasingly strong development context of retail bankingservices, Vietinbank and Techcombank play prominent roles in providing consumer loans However, the personal business loan service has also created its own mark in Lao CaiProvince in general and Sapa Tow in particular because it is more flexible than consumerloans Another reason is that customers in Coc Leu mainly work in the business fields

Currently, personal business loans have different terms, including: short term, mediumterm, and long term In spite of such different terms, BIDV - Coc Leu Transaction Office mainlyprovides short-term personal business loans Loans are used to supplement working capital forcustomers’ production and business activities Specifically, customers use loans to pay production

& business costs such as purchasing raw materials, goods and services, etc Currently, customerswith demands for personal business loans can access through methods, namely, stand-alone loans

and limit-based loans Personal business loans are currently provided at a competitive interest rate.For example, the interest rate for loans under 6 months is 6.7% per year while it is 7% per year forloans from to 6 to 11 months In addition, the interest rate will be flexibly calculated based on thereduced outstanding principal That allows customers both to ensure capital for their businessactivities and maximally save capital costs.

 Personal business loan process at BIDV

Due to a fierce competition from credit institutions in the areas, BIDV continuouslyimproves and timely supplement project features Particularly, it always optimizes thepersonal business loan process to meet the requirements of customers Thanks to basicactivities as well as flexible combination between business and risk management, BIDV hassome certain advantages in the personal business loan process Therefore, it both timely meetsthe needs of customers and ensures BIDV - Coc Leu Transaction Office’s requirements ofrisk management The process in detail is as follows:

Figure 2: Personal business loan process at BIDV - Coc Leu Transaction Office

Step 2:

Appraising credit conditions

Step 6:

Conducting loan disbursement

Step 10:

Liquidating credit contracts

 Business results of personal business loans at BIDV - Coc Leu Transaction Office

According to the analysis results, in 2017, BIDV - Coc Leu Transaction Office’s loansales twice as many as those in 2016 and accounted for nearly 50% of the BIDV - SapaBranch’s loan sales It shows that BIDV - Coc Leu Transaction Office’s staffs have tried theirbest to gain such results The reason for such quite large loan sales is that BIDV - Coc LeuTransaction Office’s customers are mainly middle-sized households Every five/six month,BIDV - Coc Leu Transaction Office will collect debts from customers and BIDV - Coc LeuTransaction Office will then conduct the next disbursement (based on the customers’ turnover

Sales from providing the personal business loan service 234 451

Sales from collecting debts of the personal business loan service 107 218

Total outstanding personal business loan service 127 233

(Source: BIDV - Coc Leu Transaction Office)

After analyzing outstanding loans at BIDV - Coc Leu Transaction Office, I realize that

at the end of 2017, BIDV - Coc Leu Transaction Office’s cumulative outstanding loansreached 451 billion dong, an increase of 83.5% in comparison with 2016 Loans mainly focus

on the business fields, accounting for 41% The reason is that BIDV - Coc Leu TransactionOffice is near the famous local market which is near China Therefore, exporting andimporting agricultural products are still main activities During the last time, customersworking in the field of producing agricultural products had quite high demands whenoutstanding loans reached 95 billion dong in 2017, increasing by 15 billion dong incomparison with 2016 Besides, limit-based loans were also preferred by customers becausethese loans could bring customers flexibility and proactiveness in using credit capital sources.Accordingly, outstanding limit-based loans reached 436 billion dong (97%), up 95% over2016

Up to now, BIDV - Coc Leu Transaction Office has operating for less than two years.Its economic situation is also quite stable Thanks to the process of strictly appraising loanrecords, granting credit limits and controlling risks, BIDV - Coc Leu Transaction Office’s baddebt ratio was still 0% at the end of 2017 I realize that in order to get the greatest results, it isnecessary for BIDV - Coc Leu Transaction Office to develop its sale scale along with itsprinciples of credit quality management To become a good customer service staff in thebanking sector, I need to carefully remember this principle.

2.1.3 My daily tasks during the internship

During the internship in BIDV - Coc Leu Transaction Office, one BIDV - SapaBranch’s transaction office, I was assigned by the Transaction Office’s Management Board towork as customer relationship staff under the direction of Ms Hoang Viet Ha - DeputyDirector of the Transaction Office

On the first internship days, I guided how to welcome and coordinate customers totransaction counters These tasks allowed me to get a better understanding of basic activitiesand of how transactions at counters took place In addition, I was assigned to do some tasksrelated to the preparation of customers’ documents/records They were: photocopying,printing, and scanning These

tasks allowed me to support staffs

in serving customers Thenceforth,

I had an opportunity to improve

some simple office skills

For this mission, I did some

simple tasks such as welcoming

and coordinating customers, doing

tasks related to the preparation of

customers’ records As a result, I got acquainted to basic activities in the BIDV - Coc LeuTransaction Office After that, I was assigned to draft credit documents by enteringinformation into the form (template) as required by BIDV - Coc Leu Transaction Office Iimplemented this task under the instruction of Mr Tran Ngoc Son Customer information wassequentially entered on the basis of credit information provided by customers I oftensupported staffs in processing disbursement records and customer appraisal records At first, Idid this task quite slowly because of BIDV’s complex forms However, I learned officecomputer skills at university, so I could fluently use Word and Excel to draft documents.After that, I felt it easy to do this task and I also completed this task as scheduled

When I had no record for process, I was assigned to receive incoming calls Depending

on each call, I instructed customers to make calls to the right lines so that their requirementssuch as money transactions, product consultation or quality service complaints were solvedappropriately This task allowed improving my communication skills Moreover, I couldclearly understand the need of customers as well as corresponding activities at BIDV - CocLeu Transaction Office

Finishing these tasks, I got a clear understanding of the business operation at BIDV Coc Leu Transaction Office Moreover, I also improved some office skills For example, Icould support entering customer data into the Excel file Specifically, I supported entering 10appraisal records and conducted a loan disbursement to 01 customer In addition, I alsounderstood how to communicate with customers via telephone after receiving 20 phone callsfrom customers Customer phone calls were mainly about basic contents such as issuing newcards, providing interest rates For other contents, I would connect customers to the relevantdepartments I think that this was basic knowledge for me to initially access the operationprocess at BIDV - Coc Leu Transaction Office

-2.2 My important internship missions associated with some business cases at BIDV - Coc Leu Transaction Office

2.2.1 Receiving loan applications for personal business from customers

After some days of practicing at BIDV - Coc Leu Transaction Office, I basicallyunderstood products and services provided here In order to deeply learn about the businessactivities, I was assigned to receive and initially processed customers’ loan applications Inthis task, I received and processed the records of personal business loan service Mr TranNgoc Son directly guided me to implement this task, and he also supported me solving specialissues related to the receipt of records

In this task, when learning about products and services at the Transaction Office, I also

clearly knew the list of customers with demands for loans It is simple but important If thisstep is implemented quickly and accurately, it will save a lot of time for business staffs andcustomers Based on the required list of customers, I received customers’ records and gaveinitial assessments of such records For records submitted in the first time, Mr Tran Ngoc Sonand I checked all documents provided by customers Normally, there is no record whichdocuments are fully and accurately provided in the first time The reason is that customers areindividuals who have no experience in accessing loans at banks Therefore, Mr Son carefullyguide me to do this task Base on the list of required documents, I checked and notifiedcustomers of lacked/inaccurately documents and then asked them to timely supplement suchlacked/inaccurately documents in the next time

 Results obtained

Finishing this task, I received and processed 07 records from customers with thedemands for personal business loan service Where a customer record was considered to betypical when the customer prepared and provided documents quite fully in the first time Thiscustomer’s record was evaluated by Mr Son to be a good one Specifically:

Case No 1 (Failed)

 Loan information: This was a personal business loan service, with a loan amount of

400 million dong, an interest rate of 7.2%/year and a loan term of 3 months This loan wasensured by the real estate located at Cau May Street, Sapa Town

 Customer information: The Customer is Ms Nong Thuy Ngan, 42 years old, residing

at 92, Cau May, Sapa Town Currently, she has a grocery store

 Financial position of customer: The customer’s income currently comes from the

business results of the grocery store in Cau May Street The grocery store’s average revenue

in the last three months was about 125 million dong The customer had no loan at anyorganization The customer was in need of 600 million dong to purchase goods for thesummer tourist season 2018 The customer had 200 million dong and wanted to borrow 400million dong

 Customer risk: After receiving the record from Mrs Nong Thuy Ngan, Mr Son and I

assessed that this was a complete set of records as required by the personal business loanservice However, it only had one small issue about Ms Ngan’s ID Card Its date of issue was

28 April 2001 This ID Card’s validity is not suitable as regulated by BIDV However, afterbeing notified of such matter, Ms Ngan refused to add information and wanted to withdrawher records because she raised enough money from relatives

 Negotiations and result: In this case, the customer changed her demand because she

borrowed money from relatives (free interest rates), so BIDV - Coc Leu Transaction Officefailed to provide a loan for this customer The record was returned to the customer Thecustomer said that she would contact BIDV - Coc Leu Transaction Office when she hadanother demand

2.2.2 Supporting in appraising records of personal business customers

The next task in the personal business loan process at BIDV - Coc Leu TransactionOffice was to appraise customers’ records This task allowed me to better understandcustomer assessment criteria This was implemented under the direction of Mr Tran NgocSon In this task, Ms Hoang Viet Ha also observed and supported Mr Son and me in somedifficult cases requiring the participation of experience staffs

To do this task, based on the list of loan records prepared and provided by customers,

Mr Son guide me appraise them Before directly appraising any record, I was required tocarefully understand the personal business loan service and to pay much attention to howstaffs appraise records This task was very difficult and required a lot of professionalknowledge and experience, so Mr Son would take direct responsibility for the credit process

I was assigned to support Mr Son in preparing records and calculating some ratios as well asdoing some tasks For each record, Mr Son evaluated some criteria such as business plan andloan purposes and compared the borrowers with BIDV - Coc Leu Transaction Office’sregulations In addition, he also compared the customer’ loan demand with the customer’sloan purpose, own capital, repayment schedule and repayment resources Pursuant to thecustomer’s business plan, Mr Son carefully learned about markets, development trends, inputmaterials, consumption as well as competitiveness of products, goods and services He alsogave his own assessment of the plan’ feasibility as well as its economic efficiency; calculatingthe customer’s repayment sources from other plans and other income resources; evaluatedcollateral; appraised assets; identified the loan to collateral ratios, loan amounts, loan terms,interest rates, time for paying principals and interest based on BIDV - Coc Leu TransactionOffice’s regulations for the individual service loan for business

 Results obtained

After completing this task, Mr Son and I appraised 05 records for the personal businessloan service Thanks to supporting Mr Son in appraising customer records, I got a clearlyunderstanding of customer assessment criteria, including theoretical knowledge and practicalexperience To well appraise customers’ records, it was necessary for me to clearlyunderstanding products/services offered by BIDV - Coc Leu Transaction Office However, Ineeded to flexibly appraise customers’ records I will present a typical case as follows: