Expand consumer lending activities at BIDV – hoang mai branch

Professional bachelor degree In Finance-Banking-InsuranceCustomer relationships management WORK PLACEMENT REPORT EXPAND CONSUMER LENDING ACTIVITIES AT BIDV – HOANG MAI BRANCH Tutor at Co

Professional bachelor degree

In Finance-Banking-Insurance(Customer relationships management)

WORK PLACEMENT REPORT

EXPAND CONSUMER LENDING ACTIVITIES AT

BIDV – HOANG MAI BRANCH

Tutor at (Company): Pham Tuan Viet

Hanoi - 2020

TABLE OF CONTENSTS

TABLE OF CONTENSTS i

LIST OF TABLES ii

LIST OF FIGURES iii

INTRODUCTION iv

PART 1: OVERVIEW OF JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM (BIDV), BIDV HOANG MAI BRANCH AND THE INTERNSHIP 1

1.1 Company: 1

1.2 Host Firm: 1

1.3 Introduction of my internship: 2

PART 2: INTERNSHIP IMPLEMENTATION AT BIDV HOANG MAI BRANCH 4

2.1 The internship position, responsibilities and tasks 4

2.1.1 Department structure and internship position 4

2.1.2 Business procedure and work placement responsibilities 4

2.1.3 Daily tasks 6

2.2 Some business cases 6

2.3 Service analysis 12

2.3.1 Customer research 12

2.3.2 Competitor analysis 15

2.3.3 SWOT analysis 16

2.4 KPI and KPR 17

2.4.1 Key performance Indicator – KPI 17

2.4.2 Key performance results – KPR 18

2.4.3 Host firm assessment and recommendation 19

PART 3: INTERNSHIP ASSESSMENT 20

3.1 The difficulties encountered 20

3.2 Internship gained 20

3.3 Career plan 20

CONCLUSION 21

APPENDICES 22

LIST OF TABLES

Table 1: Intership plan at BIDV Hoang Mai Branch 3Table 2: KPI of Individual Customer Room 18Table 3: KPR of Individual Customer room 18

LIST OF FIGURES

figure 1:The age of the customer who needs the loan 12figure 3:Demand for borrowing from customers 13figure 4:The amount of customer loan desired surveys 14

In the context of the current market economy, the growth rate of Vietnam is growing sothat the income and living standards of the people also develop Since then, the demand forliving expenses has also increased, leading to the increase in demand for loans to serveconsumption Understanding the increasing demands of customers, banks have quicklyfocused and developed on this field Therefore, consumer loan products and services are moreand more diversified, serving a diverse range of customers Commercial banks have activelyapproached customers through different channels to achieve the best profit

BIDV in recent years has promoted the development of this field Especially, BIDV,Hoang Mai Hanoi branch, has gradually improved the lending process and regulations to suitthe needs of people and ensure credit safety However, there are still issues that affect theability to grow at BIDV, Hoang Mai Hanoi branch

During the internship at BIDV, Hoang Mai Hanoi branch, it is very important toresearch and give solutions to overcome difficulties and promote personal consumption loans

This is also the reason why I chose the topic: “Expand consumer lending activities at BIDV

– Hoang Mai branch” to do research during my internship here.

PART 1: OVERVIEW OF JOINT STOCK COMMERCIAL BANK FOR INVESTMENTAND DEVELOPMENT OF VIETNAM (BIDV), BIDV HOANG MAI BRANCH AND THE

INTERNSHIP

1.1 Company:

 Name, slogan: Joint stock commercial bank for Investment and Development of Vietnam

 Location: BIDV Tower, 35 Hang Voi, Hoan Kiem, Ha Noi, Viet Nam

 Legal status: Business registration certificate No 0100150619 issued by Department

of Planning and Investment of Ha Noi

 Geographical development:

 Number of employees: over 25.000 employees

 Date of creation: 26/04/1957

 Activity: range of products, target

Range of products: Corporate products and services, Individual products and services, Card

Target: Become the leading retail bank in Vietnam

+ Trade Finance: international payment (Payment for export/ Payment for import and CAD payment), trade finance (Export Finance/ Import Finance);

+ Loans – Guarantees;

+ E-banking;

+ Treasury and FX;

+ Bancassurance

- Individual products and services:

+ Deposits: demand deposit, savings account, term deposit, lottery-linked deposit accounts, accumulated deposit;

 Why the topic

 Consumer lending is not new in the world, but it has only developed in Vietnam in recent years and tends to thrive BIDV is also on the rise in this area Consumer loans support people to meet the needs of short-term use in life and pay later Therefore, I chose the topic:

"Expand consumer lending activities at BIDV – Hoang Mai branch" with the belief that I will be able to apply my knowledge and practical experience at the unit to complete this report

 Internship plan

Table 1: Intership plan at BIDV Hoang Mai Branch

- Reading the laws and documents related to consumer lending at BIDV

- Learn legal documents andpolicies related to consumer lending

- Familiarize yourself with the work at the unit and startinteracting with customers

- Start supporting customers

- Learn how to negotiate with customers from instructors

From: 13/04/2020

To: 17/04/2020

Task 5/ Mission 5:

- Analyzing SWOT of BIDV Hoang Mai about

- Contact and meet customers

- SWOT analysis of branches

From: 18/04/2020

To: 08/05/2020

- Analyzing the collected data and complete the internship report

- Finalize the report and end the internship

PART 2: INTERNSHIP IMPLEMENTATION AT BIDV HOANG MAI BRANCH

2.1 The internship position, responsibilities and tasks

2.1.1 Department structure and internship position

 Department structure of BIDV Hoang Mai Ha Noi:

BOARD OF DIRECTOR

DIRECTOR

Deputy Director

Deputy Director

Deputy Director

CUSTOMER

MANAGERMENT

SECTOR

RISK MANAGEMENT SECTOR

MANAGEMENT TEAM AND FUND SERVICE

CUSTOMER RELATION ROOM

INTERNAL MANAGEMENT SECTOR

INTERNAL MANAGEMENT ROOM

NHAN TONG TRANSACTION

KIM DONG TRANSACTION

ME TRI TRANSACTION

SUBORDINATE SECTOR INTERNAL

MANAGEMENT SECTOR

OPERATIONAL SECTOR

OPERATION BLOCK

 Internship position: Individual customer

The internship in the individual customer room is at the credit team for the purpose ofstudying and supporting department staff in their work.

2.1.2 Business procedure and work placement responsibilities

 Business procedure:

At BIDV, a personal consumer loan process is very tight because this is a form of loanthat brings many risks as well as potential risks of bad credit to banks The process ofpersonal loan lending starts from the time the credit officer receives the loan profile until thetime of finalizing - liquidating the credit contract Details of the steps are as follows:

Step 1: Receiving records of customers wishing to borrow capital: After clarifying thepurpose of the loan and a preliminary verification of the client's financial capacity, the creditofficer will help guide the proper documentation Because each bank has its own requirements

as well as the paperwork requirements of each loan product Basic profile of BIDV willinclude: legal documents of customer and loan documents

- Legal documents of customer:

+ ID card / passport

+ Household registration book / proof of regular residence

+ Marriage certificate (if married)

- Loan documents

+ Loan application and capital use plan

+ Documents proving loan purposes

+ Documents proving income: labour contract, salary confirmation,

+ Assessing personal loan conditions

Step 2: Property evaluation: This is one of the important steps to help the bank decidewhether to lend or not Customers' collaterals must meet all requirements to serve the loansuch as: Full value, sufficient legal documents, and especially not disputed, from which thebank will make a decision to lend or not At BIDV, there will be a valuation team to be able tovalue the most realistic collaterals The valuation team will consist of a loan officer, a roommanager and a loan approval officer

Step 3: Assessing customers' risks: The customer risk assessment will help bank staffknow if the customer is able to repay the debt The risk assessment process includes assessingcustomer income, customer relationship with other credit institutions, whether or notcustomers are willing to repay debts, and especially customers with bad debts at Other creditinstitutions

Step 4: Approving loans of customers: After completing all paperwork and whencustomers can fully borrow at BIDV, the direct manager will complete the dossier and submit

it to the director or deputy director for approval Then the director or deputy director will base

on the records and evaluation report to consider the loan or not If the application is approved,the credit officer will notify the customer and meet to sign a consumer loan contract

Step 5: Sign contracts and disburse: Credit agreement is a written document that recordsthe agreement between the customer and the Bank The credit contract includes the loanamount, interest rate, term and attached terms The two parties are responsible for adhering toeach other's requirements After being approved by the director, the credit managementdepartment shall disburse consumer loans to customers However, the credit officer willcontinue to control whether your loan is used for the right purpose If there is a sign of fraud

or appropriation, the bank reserves the right to revoke the loan at any time

Step 6: Collect debt and issue a new credit judgment: This is the last step in BIDV'sconsumer lending process The customer's loan will be collected by the debt manager on 05monthly The amount of principal and interest collected monthly will be reflected in the creditcontract In some cases of late payment or insufficient payment, the bank will consider thecustomers' financial ability to make new credit decisions The consumer lending process atBIDV only ends when the customer pays off the principal and interest to the bank

 Work placement responsibilities:

- When customers come to sign contracts, support staff to introduce and explainproducts to customers, will prepare documents and contracts for customers to sign After thecustomer agrees and signs the contract, the employee will be responsible for registering thesecurity transaction and stocking the assets to ensure the safety of the loan

2.1.3 Daily tasks

After learning about consumer loan-related operations at BIDV Hoang Mai Hanoi, Iwas exposed to the profile of customers who have been using consumer loan products atBIDV Hoang Mai Hanoi After getting used to processing customer records, I was exposedand negotiated with customers to come and deal During contact with customers, I havecollected documents and conducted surveys to serve the topic

I also perform other tasks to support room staff, such as compiling records, collectingcustomer information, verifying customers' financial relationships,

2.2 Some business cases

2.2.1 Case No1

 The information of financial products and services:

Name: Consumer loans without collaterals

Type: VND 500.000.000

Duration: 12 months

Interest rate: 9.5%/year

The highest interest payable monthly is: 4.034.246 VND/month

 The information of customer:

Name: Dang Ba Nam Age 30 Sex: Male

Nguyen Thi Phuong Age 28 Sex: Female

ID: Dang Ba Nam: 036090011577

Nguyen Thi Phuong: 036192001917

Address: Khuong Trung, Thanh Xuan, Ha Noi

 The financial position of customer

Monthly income of Mr Dang Ba Nam is 20.000.000 VND and monthly income of Mrs.Nguyen Thi Phuong is 30.000.000 VND

With that monthly income, Mr Dang Ba Nam and Mrs Nguyen Thi Phuong have tospend VND 10,000,000 for living expenses

The accumulated amount to pay the debt of them is 40,000,000 VND

The amount Mr Nam's family can accumulate monthly after paying interest is:35.965.754 VND

 The customer risks

After calculating all living expenses and overdraft interest incurred, the amount that Mr.Dang Ba Nam's family can accumulate after 12 months is 413,589,048 VND

This amount is lower than the amount that Mr Nam and Mrs Phuong borrowed fromthe bank, so the high risk is that Mr Nam and Mrs Phuong cannot fully pay the loan principalwhen due at BIDV, Hoang Mai branch, Hanoi

 Negotiations and result

Customers wishing to borrow overdraft of VND 500,000,000 to serve the needs ofindividuals and families should come and meet employees of BIDV Hoang Mai, Hanoi Weprovide customers with a loan package that is appropriate for the purpose and nature of use.The customer has provided full legal and financial records Customer experts analysecustomer records and find that customer income is not enough to ensure repayment ofprincipal when the loan is due Therefore, we had to reject the loan to avoid further risks

2.2.2 Case No2

 The information of financial products and services: name, type, size, fee,

Name: Home loan

Type: 850.000.000 VND

Duration: 240 months

Interest rate: 8.8% / year for the first 12 months After the above period, apply floatinglending rate: From the 13th month until the loan is settled: The floating interest rate is equal tothe ordinary residential savings deposit interest rate of VND with term of 24 months and paid

at the end of the term of Joint Stock Commercial Bank for Investment and Development ofVietnam Hoang Mai Hanoi Branch (or according to the notice of Hoang Mai Hanoi Branch)plus (+) fee of 3, 5% / year but not lower than the maximum lending interest rate according tothe regulations of Hoang Mai Hanoi Branch in each period Lending interest rate is adjustedevery 06 months (or as notified by Hoang Mai Hanoi Branch) Time of interest rateadjustment: On the first day of the first quarter and third quarter every year

 The information of customer: ID, address, age, sex,

Name: Vu Ngoc Hien Age: 37 Sex: Male

Vu Hong Hue Age: 36 Sex: Female

Address: Sap Mai, Vong La, Dong Anh

 The financial position of customer

The monthly income of Mr Vu Ngoc Hien is VND 9.700.000 and the monthly income

of Mrs Pham Quynh Phuong is VND 8.700.000

With that monthly income, Mr Tran Duc Thinh and Mrs Phan Thi Nham have to spend

The accumulated amount to pay the debt of them is VND 10.400.000.

 The customer risks

Although customers can prove legal documents and fully satisfy the debt repayment,however, because the customer's desired loan amount exceeds BIDV's regulation, BIDVHoang Mai is forced to refuse

 Negotiations and result

Hien's family has a need for a home loan, so he went to the bank to borrow the amount

of VND 850.000.000 Anh Hien has provided the full legal and financial records for the bank.For each home loan, the bank will only lend up to 70% of the collateral value BIDV'svaluation team has valued the collateral of Mr Hien's family with a value of 1.050.000.000VND Comparing the loan that Hien's family wants with the value of his collateral exceeded70%, the bank was unable to meet his family's desire with that loan

2.2.3 Case No3

 The information of financial products and services: name, type, size, fee,

Name: Consumer loans with collaterals

Type: VND 1.000.000.000

Duration: 36 months

Interest rate: 8.5%/year

The highest interest payable monthly is: 7.219.178 VND/month

 The information of customer: ID, address, age, sex,

Name: Tran Duc Thinh Age 42 Sex: Male

Phan Thi Nham Age 36 Sex: Female

Address: Dinh Cong, Hoang Mai, Ha Noi

 The financial position of customer

Monthly income of Mr Tran Duc Thinh is VND 55.000.000 and monthly income ofMrs Phan Thi Nham is VND 48.000.000

With that monthly income, Mr Tran Duc Thinh and Mrs Phan Thi Nham have to spendVND 10.000.000 for living expenses

The accumulated amount to pay the debt of them is VND 93.000.000

The amount Mr Nam's family can accumulate monthly after paying interest is

VND 85.780.822.

 The customer risks

Analysis of some risks (market risks, financial risks, other specific risks…): Mr TranDuc Thinh and Mrs Phan Thi Nham are people with proper identities, stable income Thesecurity property is land use right at Dinh Cong, Hoang Mai, Ha Noi built solidly, firmly andliquidity

 Negotiations and result

Customers who need to borrow VND 1.000.000.000 for personal and familyconsumption needs, have been introduced to BIDV bank Hoang Mai Hanoi Branch Personalcustomer experts met and discussed with customers about the loan After analysing the legaland financial records that the client provided, the client specialist found that the client waseligible to meet the loan The customer also agreed with the interest rate and the term set bythe bank From there, the customer signed a credit contract with the bank and made a loan

2.2.3 Case No4

 The information of financial products and services:

Name: Home loan

Type: 2.000.000.000 VND

Duration: 240 months

Interest rate: 8.0% / year for the first 12 months After the above period, apply floatinglending rate: From the 13th month until the loan is settled: The floating interest rate is equal tothe ordinary residential savings deposit interest rate of VND with term of 24 months and paid

at the end of the term of Joint Stock Commercial Bank for Investment and Development ofVietnam Hoang Mai Hanoi Branch (or according to the notice of Hoang Mai Hanoi Branch)plus (+) fee of 3, 5% / year but not lower than the maximum lending interest rate according tothe regulations of Hoang Mai Hanoi Branch in each period Lending interest rate is adjustedevery 06 months (or as notified by Hoang Mai Hanoi Branch) Time of interest rateadjustment: On the first day of the first quarter and third quarter every year

 The information of customer: ID, address, age, sex,

Name: Pham Van Khanh Age 35 Sex: Male

Address: Hoang Liet, Hoang Mai, Ha Noi

 The financial position of customer

The monthly income of Mr Pham Van Khanh is VND 30.300.000 and the monthlyincome of Mrs Pham Quynh Phuong is VND 10.800.000

With that monthly income, Mr Tran Duc Thinh and Mrs Phan Thi Nham have to spendVND 15.000.000 for living expenses

The accumulated amount to pay the debt of them is VND 26.100.000

According to the expected repayment of principal plus interest, Mr Khanh's familymust pay in the highest month of VND 25.521.239

 The customer risks

Risks of repayment: With the accumulated monthly amount higher than the highestpayable amount in the month, Mr Pham Van Khanh and Mrs Pham Quynh Quynh are able torepay the principal and interest of the bank loan The income of Mr Pham Van Khanh andMrs Pham Quynh Phuong is earned from monthly salary and bonus He is a qualifiedperson, has many years of working experience, so the individual customer departmentassessed this risk to be low

 Negotiations and result

Customer specialist at BIDV branch Hoang Mai Hanoi branch knows that the customerneeds to borrow VND 2.000.000.000 to pay a portion of the transfer of house ownership andland use right, so they have approached and taken make loan offers at the bank The clientspecialist has offered interest rate and term packages in line with the loan the customer wants.After review, the customer agreed with the bank's request After checking the records thatcustomers provided and analyzing the risks incurred, the two sides signed a credit contract forthe loan

2.2.3 Case No5

 The information of financial products and services:

Name: Consumer loans without collaterals

Type: VND 5.000.000.000

Duration: 12 months

Interest rate: 10.5%/year

The highest interest payable monthly is: 4.458.904VND/month

 The information of customer:

Name: Nguyen Dinh Tu Age 35 Sex: Male

Nguyen Thi Hue Age 33 Sex: Female

Address: Dai Kim, Hoang Mai, Ha Noi

The financial position of customer

Monthly income of Mr Nguyen Dinh Tu is 50.000.000 VND and monthly income ofMrs Nguyen Thi Hue is 8.000.000 VND

With that monthly income, Mr Nguyen Dinh Tu and Mrs Nguyen Thi Hue have tospend VND 10,000,000 for living expenses

The accumulated amount to pay the debt of them is 48.000.000 VND

The amount Mr Nam's family can accumulate monthly after paying interest is:43.541.096 VND

 The customer risks

For a loan from Mr Tu's family, the loan application is fully eligible for a loan.However, since this loan has no collaterals, the risk to the bank is when Mr Tu's family doesnot pay the loan on time

 Negotiations and result

After receiving the customer file, BIDV Hoang Mai staff checked and fully agreed tolend to the customer During the process of paying the principal and interest to the bank, therewere some risks: when the debt was due in full and principal after 12 months, the customerdid not fully repay the interest The bank is VND 3.500.000 The Bank negotiated andresolved the problem with the customer, but in which a dispute happened, BIDV Hoang Maidecided to put the customer on the list of bad debts

2.3 Service analysis

2.3.1 Customer research

The survey was conducted directly at BIDV Hoang Mai Hanoi branch 107questionnaires were issued and 95 valid votes and 13 invalid votes were collected The surveyconducted data analysis of 95 valid votes

This survey aims to analyze customer demand, thereby providing appropriateorientations to help develop consumer lending segment at BIDV, Hoang Mai Hanoi.

figure 1:The age of the customer who needs the loan

Aged 0.00%

is the age most affected by the epidemic They are new and new graduates, so their income isnot stable so the transaction at the bank is less

figure 2:The income level of the people surveyed

36.50%

51.00%

12.50%

< 10.000.000 10.000.000 - 30.000.000 > 30.000.000

For customers who come to trade during the survey, most customers are over 26 years

of age, so their income is also stable and higher than the remaining age of 10 - 30 millionVND 51% and over VND 30 million with 13%, and because this age group is less affected bythe disease, the demand for their products is higher than the other 36%, which belongs to theage of under 25 years, This is the age group of students and new graduates, unstable incomeplus the effects of the limitations caused by Covid-19

figure 3:Demand for borrowing from customers

Consumer loans with collaterals

This pie chart is about loan packages that customers choose at BIDV Hoang Mai Hanoibranch Most customers chose to buy a home loan (43%), followed by customers who chose

to buy a car (29%), then a consumer loans with collaterals (18%) and finally consumer loanswithout collaterals with only 10%

We can see that at BIDV branch Hoang Mai Hanoi, customers' home loan demand ishigher than before This partly depends on customers' needs and the rest is due to BIDV'svarious home loan packages, meeting different customer requirements

figure 4:The amount of customer loan desired surveys

< 100.000.000 VND 100.000.000 - 500.000.000 VND 500.000.000 - 1.000.000.000 VND > 1.000.000.000 VND

Because most customers have a demand for a home loan, the loan range from VND 500,000,000 - VND 1,000,000,000 is preferred by customers Then the loan amount is 100,000,000 - 500,000,000 VND With a loan demand <VND 100,000,000, customers often need to borrow for a short period of time with an immediate purpose For loans> VND 1,000,000,000, customers often need to borrow for a larger purpose such as buying and selling real estate

figure 5:Survey customer satisfaction on consumer lending activities at BIDV Hoang

Pape

rwor

k at BID

Hoan

g M

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a Noi

Satisfied Normal Unsatisfied

When conducting surveys on issues related to service quality as well as credit-relatedproduct at BIDV, Hoang Mai Hanoi branch, the feedbacks received from customers weremostly normal and satisfied with service However, there are still negative feedback on theservice here, such as sometimes a little waiting time or the process is not fast and compact.2.3.2 Competitor analysis

- Consumer loans without collaterals

- Housing loan (Project Housing loan, Home Constructions/Renovatio

n loan, Home loan)

- Car loan

- Unsecured loan

- Mortgage loan

- Home Renovation loan

- Car loan

- Unsecured Personal loan

- Secured Overdraft Service - Easy and convenient loan procedure

- Expert advice

- Monthly, quarterly, semi-annually or annually principal repayment options

- Monthly or quarterly interest payment options

- Collaterals: loan is secured by the property and other collaterals owned

by the borrower or a third party, or any combination thereofService package and

Conditions

- All individuals have sufficient civil legal capacity and loan behavior capacity at bank

- Regular and sufficient income for repayment

- Besides, depending on the product, it is imperative to have collaterals being real estate and Vietnamese individuals

- Residing or regularly working in the same area or in the adjacent areas with the financing BIDV branch

- Collaterals meet BIDV’s requirements

- Customer age: from 18

to 65

Minimum monthly income: 05 million VND;

Collateral: assets formed from loans/other real estate/valuable papers (according to VCB's regulations)

- Customer age: from

18 to 65

Minimum monthly income: 05 million VND;

Collateral: assets formed from loans/other real estate/valuable papers

Interest rate 8%-10% 7,6%-11% 8,1%-10,6%2.3.3 SWOT analysis

- BIDV has received the title of excellent

retail bank for 5 consecutive years, so it has

received a lot of trust from customers

- Credit officers at BIDV are well trained so

- The number of individual credit officers at BIDV, Hoang Mai Hanoi branch is still small Therefore, it is still difficult to reach alarge number of customers and expand the

products many times.

- Consumer loan products at BIDV are

diverse, suitable for many requirements of

customers

- Currently, BIDV is applying information

technology measures to manage customers'

loans such as debt management,

automatically remind customers to pay

debts, automatically collect debts when due,

etc This is to support bank staff,

significantly reducing labor

cumbersome, many procedures are not really necessary Leading to the processing time as well as the work of employees also increased

- Customer relationship staff of BIDV have

to handle many other tasks such as paperwork, so sometimes they cannot focus

on finding and taking care of customers

- After the epidemic, Vietnam will be more

open, the more opportunities for

international cooperation will develop This

is a good opportunity for the growing core

credit

- BIDV is a state-owned bank, so the

government's support packages are helping

the bank to develop well in credit fields

This can help and attract more customers to

use personal credit services at BIDV

- Vietnam is moving towards the 4.0

industrial revolution, so employees also

need to develop to be able to catch up and

reach their full potential in the present and

future

- The plague situation affected all aspects of the economy, so the demand for personal credit decreased

- In Vietnam, banks often focus on personal lending so BIDV must compete a lot to gain

a foothold in the market

2.4 KPI and KPR

2.4.1 Key performance Indicator – KPI

Table 2: KPI of Individual Customer Room

2.4.2 Key performance results – KPR

Table 3: KPR of Individual Customer room

In February, the individual customer room of BIDV, Hoang Mai Hanoi branch,exceeded the target of 103% Of which, new customers accounted for 81% of totaloutstanding loans In March, it exceeded the target of 103% Of which, new customersaccounted for 89% of total outstanding loans In April, it exceeded the target of 107% of theloan target Among them new customers accounted for 56% of the total outstanding loansachieved Due to the epidemic, the demand for loans has decreased, slightly Especially inMarch, during the outbreak period, outstanding loans were reduced compared to theremaining two months At the end of April, the disease has stabilized so the demand ofconsumers increased again Also during the epidemic period, due to the falling housing prices,customers' demand for home loans was growing steadily, but the demand for car loans wasquite low because the travel demand was not much.

2.4.3 Host firm assessment and recommendation

BIDV is considered to be the best retail bank for 5 consecutive years, but at BIDV,Hoang Mai Hanoi branch still needs to improve some things to best support customers andreduce workload for staff the set Currently, qualified staff on personal credit is still limited.Only 4 officers specializing in personal credit, of which only 2 are experienced in this fieldand 2 of them are new BIDV Hoang Mai branch needs to create conditions for learning andimproving so that the branch staff can best support customers

Some consumer lending procedures at BIDV are cumbersome and unnecessary, forexample: When depositing collaterals of customers to disburse, individual customer roomstaff will have to submit to the boss for signing preview After that, they must submit tocredit bureaus, when the credit bureaus have signed for approval, they can be put into assetwarehouses After being warehoused, accountants must sign for approval for individualcustomer rooms to submit to credit bureaus, then the credit bureaus shall sign drawdowns forcustomers After that, individual customer service officers must bring them to the customertransaction office for disbursement Only then can the customer receive their loan Althoughthe procedure does not take much time, it is too cumbersome and takes unnecessary steps

Followed by the technical issues of officials at BIDV Currently in BIDV, a staffmember is in charge of a lot of work For example, with a customer relationship officer, theynot only have to do professional work, they also have to do guest jobs such as preparingdocuments, managing loans and many other things In order to reduce the workload for staff

as well as help them focus on work and support customers, BIDV should create morefavorable conditions

PART 3: INTERNSHIP ASSESSMENT

3.1 The difficulties encountered

As a graduate student, the professional skills have not been thoroughly cultivated.During the early part of the internship, it was difficult to handle customer records as well asloan related matters

Have not built trust with customers Not much practical experience to meet the differentrequirements of customers

Due to the internship process during social separation due to the epidemic, theinternship at the unit had certain difficulties Internship time is interrupted for a period of time

so customer contact is limited, most of them have to do paperwork, the process of contactwith customers is always happening quickly so customers are not really understanding andtrusting trainees

3.2 Internship gained

 Knowledge gained

Learn knowledge about consumer loans, loan procedures and related regulations Afterworking, you have learned the process of granting credit to individual customers, how tomanage a loan

BIDV is one of Big 4 that the State-owned banks are the largest and most prestigious in Vietnam BIDV's products are always widely known and win consumers' trust Currently, consumer lending is the best development sector at BIDV, Hoang Mai Hanoi branch I hope this report will help develop this segment of BIDV Hoang Mai Hanoi

Appendic 1:

Survey customers on consumer lending activities at

BIDV Hoang Mai Ha Noi

1 Gender of the customer

4 What products do you have or need to use?

 Home loan  Consumer loans with collaterals

 Car loan  Consumer loans without collaterals

5 How much or do you want to borrow for your needs?

 <100 Million  100-500 Million

 500 Million – 1 Billion  Above 1 Billion

We would like to survey your satisfaction level about consumer lending activities at BIDV bank Hoang Mai branch, Hanoi:

6 How do you evaluate the service

attitude and professionalism of staff?   

7 How do you evaluate the paperwork at

8 Are you satisfied with the loan

9 Are you satisfied with the interest rate

Appendic 2: List of customers surveyed

NGUYEN KHAC THANH 1992-09-20 HA NOI

TA THI THANH HANG 1995-07-17 THAI NGUYEN

TRUONG HOANG VINH

VU TIEN BAY 1952-10-20 HA NOI

BACH THI LOAN 1992-03-25 HA NOI

TRUONG THI KIM THANH 1973-12-31 HA NOI