- De khoan vay eua chuong frinh nay khdng fro thanh mdt "mon na xau", frong thdi gian tdi, Bd GD&DT, Bp LD-TB&XH, Ngan hang Chinh sach xa hdi phai ciing phdi hop, ti[r]
Trang 1NGTTIlN cflu TRAO Bdi So 8(73)/2009
Ngan hang Nong nghiep va Phat trien
nong thon Viet Nam
ThS PHAN THI BACH TUYET
Thue trang djch vu the cua
Agribank
Vi phdt triin sdn pham the
Cac san pham the eiia Agribank
hien gdm cd 4 ddng the : The ghi ng
ndi dja Sucees, the tin dyng ndj dja,
the ghi ng qude te Visa, the tin dyng
qude te Visa
- The ghi na noi dia Success:
Thang 6/2005 Trung tam the
Agribank da thir nghiem thanh
cdng va chmh thire trien khai the
ghi ng ndi dia Success tren eg sd
phat trien them cac chiic nang eiia
the ATM nham dem lai sy thuan
tien eho khach hang dang sir dyng
the ATM Vdi mau ma don gian,
phil hgp vdi mpi ddi tugng khach
hang, the Success ciia Agribank
budc dau dugc djnh vj tren thj
trudng Cac djch vy dg the Success
cung cap bao gdm: Riit tien mat,
thanh toan hang hoa djch vy, ddi
pui, in sao ke nit ggn, van tin sd du
tai khoan, chuyen khoan, thau ehi
Vdi han mirc nit tien trong ngay len
tdi 25 frieu ddng, khdng gidi ban sd
lan riit tien Han mirc chuyen khoan
trong ngay 20 tripu ddng, dac bipt
cho phep thau chi tdi da 30 trieu
ddng trong trudng hgp tai khgan
ciia ehii the het tien The Success da
dan trd nen quen thude va gianh
dugc sy chit y eua khach hang
Lugng the dugc phat hanh ed mue
tang trudng vugt bae trgng nhirng
nam gan day Trong giai doan
2005-2008, tdc dp tang trudng the
Sucees binh quan 130%)/nam
Doanh sd giao djch tang rat nhanh Cy the: nam 2006, doanh sd giao dich binh quan the/ thang la 6.365 trieu ddng tang 117%) so vdi nam 2005, nam 2007 edn sd nay tang len den 10 trieu ddng, tang 57% so vdi nam 2006 va nam 2008 tang 45%oso vdi nam 2007 vdi doanh sd giao djch binh quan the/
thang la 14,5 trieu ddng Tdng sd du tren tai khoan the ciing cd xu hudng ngay cang tang len qua cac nam
Nam 2005, tdng sd du tren tai khoan the la 342,7 ty ddng, nam
2006 tang len den 600 ty ddng, nam
2007 con sd nay dat 1.500 ty ddng
va nam 2008 la 2.292 ty ddng Rd rang la thdng qua viec phat hanh the Success, Agribank da khai thac ngay cang tdt hon ngudn von nhan rdi vdi chi phi re cho cae boat ddng kinh doanh cua minh
Tu mdt cai ten rat md nhat tren thj trudng the,vdi tdc dd tang trudng vugt bae ve lugng the phat hanh trong may nam gan day, nam 2008 Agribank da gianh vj tri thir 2 trgng
sd 40 ngan hang tham gia tren thj Uardng the npi dja, chilm 14,3%) thi phdn sau VCB vdi 19,2%o thj phdn
- The tin dung noi dia:
The tin dyng ndi dja duge Agribank bat dau trien khai tit thang 10/2004, la phuong tien thanh toan
cd ban mirc tin dyng nhat dinh dimg
de thanh toan tien hang hoa, djch vu hoae img tien mat tai cac don vj chap nhan the trong pham vi lanh
thd Viet Nam Hien tai, the TD ndi dja do Agribank phat hanh gdm 3
hang: Hgng vdng dimg eho mpi ddi
tugng KH, ban mire tm dyng tdi da
10 trieu ddng; Hgng bgc cd han
miic tm dung tir 10-50 trieu ddng
va Hgng chudn dimg cho khach
hang truyen thdng , khach hang cd thu nhap cao vdi han miic hi
50-100 trieu ddng
Viec phat hanh va thanh toan the tin dyng (TD) ndi dja cua Agribank trong nhirng nam qua gap khdng it khd khan, tdc dp tang trudng the TD ndi dja giam ddn ca ve sd lugng the, doanh sd giao djeh va du ng: Nam
2005 phat hanh duge 1.004 the, nam
2006 tang them gdn 300 the, tinh din 31/12/2008 sd the TD npi dja ciing chi dat 1.642 the Tuong tu, doanh
sd giao djch ciing tang trudng khdng
dang kl: nam 2006, tang 14% so vdi
nam 2005, nam 2007 tang 17,9% so vdi 2006 va nam 2008 chi tang 3,14% so vdi nam 2007
- The qude te Visa:
Ngay 01/09/2008, Agribank ehinh thirc phat hanh rpng rai the qude te Visa vdi 2 ddng the la The ghi ng quoc te (Agribank Visa Debit- Success) va the tin dung quoc te (Agribank Visa Credit-Golden Key) vdi ban mirc tm dung len tdi 300 trieu ddng Theo dd, khach hang cd the sir dung the de nit/ img tien mat va cac djch vu khac tai hon 1 trieu may ATM tai Viet Nam va the gidi; thanh toan tien hang hoa, dich vy tai hon 30
Trang 2So 8(73)/2009
NGTTllN Cflu TRAO Bdi
trieu diem chap nhan the hay tryc
tiep mua hang qua mang Internet
Tuy mdi duge trien khai, nhung
tinh din 31/12/2008 sd the qude tl
Visa phat hanh dat 10.253 the,
doanh sd giao djeh dat 8.315 trieu
ddng vdi 2.554 mdn giao djeh
Day la sy kien danh ddu bude phat
trien vugt trdi eiia Agribank trgng
viee da dang hoa san pham dich vy
the nham nang cao uy tin thugng
hieu Agribank tren thj trudng the
Viet Nam va qude te ddng thdi
mang lai ngudn thu nhap khdng
nhd cho Agribank
Ve ca sa hg tang cong nghe
thanh todn the:
Ciing vdi vipc da dang hoa
san pham, Agribank cung da cd
gdng no lye dau tu he thdng co sd
ha tang hien dai va trang bj them
nhieu may ATM de tao eho khach
hang mpt khdng gian sir dyng the
de dang, thuan tien Tinh den cudi
nam 2008, ban 1200 may ATM da
dupe ngan hang trang bj tren khap
cac tinh thanh, quan, huyen, chiem
17,2% thj phan ciia ea hp thdng
ngan hang Tang 50%) so vdi nam
2007, gap 2 lan nam 2006 va gap 4
ldn so vdi nam 2005 Khdng nhiing
the, vdi phuong cham dua den cho
khach hang sy tien lgi tdi da,
Agribank da dua ra djch vu chap
nhan thanh toan qua POS/ECD tai
quay giao djch d tat ca cae ehi
nhanh, phdng giao djeh loai 1, loai
2 ciia NH va lien hie md rdng
mang ludi nay nham tag sy thuan
ti?n hon niia cho cac chii the Nam
2008 mang ludi nay cd tdi 1.523
ECD/POS tai qudy, 155 ECD tai
cac dai ly, tang hon gan 7 lan so
vdi nam 2007, chap nhan cac loai
the thdng dung nhu the qude te
mang thuong hieu Visa,
Mastercard do Agribank va cac td
chirc khac phat hanh
Mpt so ban che:
Dich vy the cua Agribank tuy cd nhieu tien bd song van cdn bgc Id nhirng ban che co ban, dd la :
- Thuong hieu The Agribank chua dugc hinh thanh rd net tren thi trudng do thieu sy gan ket trong viee phat trien san pham vdi dich vu the Cae chuong trinh quang cao, hep thi xuat hien nhd le, manh miin, thieu tmh chuyen nghiep Kinh phi danh eho quang ba san pham cdn ban che, dan tdi nhiing khd khan trong viee trien khai cac chuang trinh ddng bd
- Chiing loai the phat hanh cdn don dieu, eae chirc nang ciia the chua cao, chua gia tang tien ich tren mdi tam the nen kem hap dan khach hang, chua thyc sy canh tranh so vdi cae ngan hang khac
- So vdi quy md boat ddng va lye lugng khach hang ldn nhat ea he thdng NHTM, sd lugng djeh vy the eua Agribank edn kem phat trien ca
ve sd lugng the, dganh sd giao dich
va CO sd ha tang phuc vu cho boat ddng kinh doanh the
- He thdng may ATM thinh thoang
bj tryc trae, ngimg boat ddng, eae ehi nhanh chua tiep quy cho may ATM kjp thdi dan den ngudi sir dung the ddi khi khdng nit dugc tien; Viec ket ndi he thdng ATM va POS chua rdng rai din den hieu qua sir dyng thiet bj chua cag va chua thuan tien eho khach hang, tinh trang qua tai tai cac may ATM vao cac gid eao diem, cac ngay tra luong
va cac djp le tet van cdn xay ra
- Sd lugng the phat hanh khdng boat ddng rat ldn va cd xu hudng tang nhanh Nam 2005, Agribank mdi chi cd 3.466 the ndi dia khdng boat dpng, chiem l,2%o tdng sd the ndi dja da phat hanh Den nam
2008, ty le nay tang len 3%) vdi 63.000 the Sau 4 thang phat hanh
trong sd 10.153 the qude tl ciing chi
cd 30% sd the qude te phat hanh dugc dua vao sir dirng va sd the sir dung ciing chu yeu chi la ciia can bd nhan vien Agribank
Hien nay, Agribank la ngan hang cd ty le the khong hoat ddng ldn nhat trong sd cac NHTM tham gia thi trudng the Viec the phat hanh khdng dugc sir dung gay nhieu tdn that cho Agribank tii chi phi quan ly, chi phi bao tri, bao dudng may ATM chua kl Agribank khdng thu dugc cac khoan phi tir viee sir dyng the ciia khach hang va khai thac ngudn vdn nhan rdi tren tai khoan the Mot so giai phap
Thu- nhat, Phdt trien vd nang
cap hg tdng cong nghp
Phat trien ha tang cdng nghe dugc xem la mdt trong nhirng giai phap quan trgng nhat de phat trien djeh
vu the thanh tgan vi ky thuat edng nghe ludn la yeu td cdt tir trong viec trien khai djch vy the Agribank can chu trgng mdt sd van de sau:
- Cung CO he thong mdy chu, mdy
trgm vd thiet bi ddu cuoi Tren co sd
nen tang cdng nghe sin cd, Agribank phai ciing ed, nang cap h$ thdng may chii, may tram va cac thiet bj thanh toan nham han che riii
ro, giam thieu thdi gian chet eiia may chii ATM, nang tan suat boat ddng ciia may ehu, san sang phye
vy khach hang 24/24h
Agribank can xay dyng Id trinh chuyen ddi tir the hi sang the chip
de han che rui rg, dam bao an toan cho chil the Mudn vay, can trien khai ngay viec nang cap nghiep vy thanh toan theo tieu chuan EMV nang cap he thdng xu ly the va lya chpn nhiing thilt bi ATM/POS ed the chap nhan the chip
- Cimg CO he thong ky thudt ho trg
Ben canh viec chii trpng ddu tu cae
Trang 3NGtIllN Cflu TRAO Bdi So 8(73)/2009
he thdng ky thuat, can phai:
Tich cyc ddu tu he thdng ky thuat
hd frg, nhu: he thdng Toll Free, he
thdng Call Centre, Contact Centre de
quan ly thdng tin khach hang, phye
vy cdng tae cham sdc khach hang
Nang cap he thdng giam sat
hoat ddng ATM, tin dyng,
CashCard va phan nquyen chii
ddng giam sat sd du ATM, nhat
ky ATM cho eae ehi nhanh de
chil ddng giai quyet dugc cae Idi
ky thuat eg ban, gdp phan nang
cao tan suat boat ddng eiia cac he
thdng thanh toan the Agribank
Xay dyng phan mem bao cao cho
phep theo ddi tan suat giao djch
may hoae the, thdi gian giam sat he
thdng the, in bao eao tai eae chi
nhanh nham chia se edng viee hgp
ly giiia trung uong va chi nhanh,
khai thac tdi da diem manh ciia cae
thanh vien tham gia nghiep vy the
Tang cudng kha nang bao mat
cho cac he thdng thdng qua eai dat
filewall, dau tu he thdng camera
giam sat boat ddng tai cac ATM de
giam thieu tinh trang gian lan, gia
mao hay pha hoai tai san
Kit noi cdc he thong the De lam
tdt dieu nay, can phai:
Tich hpp hinh thanh mpt hp thdng
ATM Agribank thdng nhat He
thdng nay phai dat cae tieu chuan
qude te ve: ma Ngan hang, cau tnic
the, ket ndi dugc vdi cac loai tai
khgan tien giri khac, cd trang bj hp
thdng switching san sang ket ndi the
vdi ngan hang khac trong thdi gian
nhanh nhat
Nhanh chdng hoan thien chuong
trinh tich hgp cac he thdng the
ATM,tin dyng, CashCard vdi nhau,
tao ra san pham "3 ft-ong 1" de tang
tien ich cho khach hang, tiet kiem
chi phi dau tu (The ATM khdng chi
nit tien tai ATM ma cdn thanh toan
tai cac DVCNT the TD va
CashCard cd the nit tien tai ATM)
Khach hang khdng edn din NH dl thyc hien cac giao djch lien quan den the TD hay giri tien tilt kiem,
ma chi den may ATM de thyc hien chuyen khoan mdt each nhanh ggn
va an toan, thuan tien
Thir hai, Ndng cao chat
lir(rng vd gia tdng tien ich trin moi tdm the
- Hodn thiet cdc sdn phdm the hien co:
Ddi vdi the ghi ng ndi dja Sucees:
Ciing vdi chii truong eiia Chinh phii
va NHNN ve viec ban che sir dyng tiln mat thdng qua chinnh sach tra luong qua tai khoan, hanh lang phap
ly ve phat hanh va thanh toan the Cling thdng thoang hon Agribank phai xac dinh The ghi ng ndi dja trong thdi gian tdi la san pham chu lye, hudng tdi mgi khach hang ndi dja Mudn vay, can phai hoan thien,
bd sung them cae chiie nang, tien ich thanh toan hoa don nhu: Thanh toan tien dien, nudc, dien thoai, mua the dien thoai tra trudc, mua ve tau,
ve may bay, thanh toan phi bao hiem, chuyen khoan tai ATM hamg gian trong he thdng Agribank, nhan tien kieu hdi qua the, chuyen ddi sd
du tren tai khoan khdng ky ban sang tai khoan ed ky ban, dilu ehinh han mire thdu ehi len 50 trieu ddng, ty ddng thdng bao sd du tir tai khoan chil the sang dien thoai di ddng, nhan tien giri tilt kiem
Ddi vdi the tin dung ndi dja.-Agribank la mdt trong sd it ngan hang phat hanh the TD ndi dja, do chua djnh hudng rd rang vl nhu cdu khach hang, thii tyc gidy td cdn nhieu khd khan, nen sjin phdm the
TD ndi dja eiia Agribank thdi gian qua chua phat hiln Do vay, cdn nghien cim don gian boa thii tue giay td, linh boat ti-ong dilu kien sir dyng, ap dung ban mire phii hgp vdi yeu edu chi tieu cua khach hang, mdi hang the nen cd nhilu han miic
eho khach hang lua chgn Ben canh
dd, cdn md rdng pham vi phat hanh the tin dyng ndi dja tdi tgan bd cac chi nhanh Agribank ft-gng tgan qude,
md rdng ddi tugng khach hang tham gia sir dyng the tin dung ndi dja Ddy nhanh tiln do phat hanh cac loai The qude tl theo tieu chudn EMV nhdm chiem ITnh thj phan djeh vy the, phai xac djnh the qude
te la san pham chien luge, la nhan td quan trgng trong viec nang cao thuong hieu Agribank
- Phdt trien cdc sdn phdm the mai:
San pham mdi dugc vi nhu ludng sinh khi mdi mang den eho khach hang, ngan hang phai khdng ngimg nghien ciiu phat trien san pham mdi
de dap irng nhu cau ngay cang da dang ciia khach hang, de bat kjp vdi
ky thuat cdng nghe mdi va ddi phd vdi sy canh tranh ngay cartg khde liet tren thj trudng Agribank can phai chil trgng den vipc phat trien cac san pham the mdi nhu:
Nghien cim va phat trien the khdng tiep xiic (Contactles) Khac vdi nhirng san pham the tmyen thdng diing hi, the khdng tiep xuc chira mdt con chip luu trir mdt khdi lugng thdng tin ldn, ngan hang cd the thiet ke nhiing tien ich rieng cho mdi khach hang Dac biet, the nay cd tmh bao mat cao do khdng phai xuat trinh the khi thyc hien giao djch nen chong viec sao chep dii Ueu mpt each hipu qua, mat khac thdi gian thue hien giao djch nhanh hon the tir Nghien ciiu va phat trien cac san pham the mang tinh dac frung cho hing loai khach hang, vi dy The VIP danh rieng cho cac khach hang VIP vdi uu dai dac biet nhu: Sd tien nit tdi da ti-gng ngay cd the len tdi 100 trieu ddng, khdng gidi ban ban mirc chuyen tien, thanh toan tien hang hoa djch vu tai cac nha hang, khach san ldn vdi mirc gia uu dai Hinh thiic, mau ma the VIP phai dugc thilt ke
Trang 4So 8(73)/2009
NGTTIlN Cflu TRAO Bdl
sang hgng, gay an tupng the hien
ddng cap ciia chii the Cd the nghien
ciru phat trien the danh rieng eho phu
nir, day la nhdm khach hang se sir
dung the de mua sam tieu dung hang
ngay nhieu hon ai bet, mau ma the
danh cho phu nii ciing phai thiet ke
rieng, mang tinh dac thii
The tra trudc: La loai the thanh
loan ed menh gia in san tren the,
gdm hai loai: The tra trudc cd tai
khoan tai ngan hang va the tra trudc
khdng ed tai khoan tai ngan hang
Loai the nay rat thuan tien cho
khach hang vi cd the nhan the ngay
ma khdng can phai dang ky cac thii
tuc phat hanh cd the dugc cac cdng
ty sir dung de thanh toan luong
hang thang cho nhiing ngudi lao ddng khdng ed tai khoan tai ngan hang, hoae khach hang dimg lam qua tang cho ngudi than
The lien ket thuong hieu: Dk phat
trien loai the nay, Agribank cd thi lien ket vdi cac ddi tac eung img hang boa, dich vu trong nudc va qude te de phat hanh the qude te lien ket cho khach hang; hoae ket hgp vdi cac trugng dai hgc, cao dang, .nham tich hgp The thanh toan vdi The sinh vien hoae ket hgp vdi cac ddi tac la cac tap doan kinh te, eae tdng edng ty de phat trien The lien ket thuong hieu nham mang lai cho khach hang nhieu sy lya chgn
va nhiing uu dai nhat djnh
Keo ddi thdi hgn sir dung the
Hien nay, phan ldn cac NHT-MVN phat hanh the tin dung vdi thdi ban 2 nam Quy dinh nay gay phien phuc, tdn kem cho khach hang trong viec lam lai the mdi Dl tao thuan lgi cho khach hang, Agribank eung nhu cac NHTM khac nen gia tang thai ban su dung the tin dung len 5 nam nhu o cac ngan hang eae nudc phat triln
Tai ll^u tham khao:
Bdo hogt dgng trung tdm the Agribank 2004-2008
Giai thieu sdn phdm tlie m&i Agribank Visa- Tgp chi ngdn hdng s6 17/2008
Ban them ve chircmg trinh tin dung
(Tiep theo trang 45)
tien trinh thyc te viec eho vay, thay vi
nhu hien nay nha hudng ehi xac
nhan mdt td giay rieng, khdng biet
gia dinh sinh vien dd ed thude dien
chinh sach xa hdi hay khdng Cac
don vj khac ciing khd tham h^ cac
thdng tin cho vay neu cir ap dung
"nhimg taxdc nhgn rai rac"
- De khoan vay eua chuong frinh
nay khdng fro thanh mdt "mon na
xau", frong thdi gian tdi, Bd
GD&DT, Bp LD-TB&XH, Ngan
hang Chinh sach xa hdi phai ciing
phdi hop, tiep tyc hoan thien co che
chinh sach ve tin dyng ddi vdi hpc
sinh, sinh vien; phdi hgp chia se
thdng tin giua cac trudng, ngan
hang, chinh quyen dja phuang de
thyc hien thii tyc don gian, gpn nhe
nhat cho sinh vien vay ciing nhu
giam sat sir dung vdn vay do hien
nay chira ed quy dinh ey the ve vipc
quan ly giay cam ket tra ng cua bgc
sinh, sinh vien Dae biet, hen nganh
can xay dyng quy dinh che tai xir ly
hpc sinh, sinh vien; hd gia dinh sir
dyng vdn vay sai mue dich; xir ly cae can bd dja phuong giai quyet sai thit hie cho vay de hgc sinh, sinh vien vay tien hgc tap ed y thirc fra ng dung cam ket Viec tra ng khdng chi
la nghia vy ciia ngudi di vay ma cdn the hi?n frach nhiem bao toan ngudn vdn de nhiing hgc sinh, sinh vien Idp sau tiep tue dugc vay vdn hgc tap
- Can phai cd eae quy djnh ve ngudn thu, ehi eiia Quy hang nam
va each xir ly chenh lech thu ehi, ddng thdi ed eo che bii dap nii ro tm dyng cho boat ddng eiia Quy nay
Vdi nhiing nii ro do nguyen nhan chil quan eiia ngan hang quan ly Quy phai duge xem xet quy frach nhiem va yeu cau bdi thudng, cdn nhiing nii rg do nguyen nhan khach quan dua lai eung can cd quy djnh mdt each cy the cac ttudng hgp va phai duge NSNN cap bii
Thyc hien tdt chuong trinh tin dyng ddi vdi hgc sinh, sinh vien vira lam giam ndi Ig eiia cac gia dinh ngheo, gia dinh ed khd khan ve kinh te vi;ra dap img dugc mue dich gdp phdn dao tao ngudn nhan lye chat lugng
cao, dao tao ddi ngu edng nhan lanh nghe chg dat nude Mdi hgc sinh, sinh vien dugc vay vdn cd the hieu,
su dung dung ngudn vdn hd frg, nd lye frgng hgc tap va cd gang ty lye vuon len hoan tra vdn vay de cac the
hp tiep theo tiep tuc dugc thy hudng chinh sach nay Cd nhu vay, nhiing ddng vdn hd trg ciia NSNN mdi thyc
sy dat dugc hieu qua dich thyc
Tai lieu tham khao:
- Quyet dinh s6: 157/2007QD-TTg ngdy 27/9/2007 ciia Thii tif ang Chinh phu ve tin dung doi vai hgc sinh, sinh vien
- Bdo cdo cua Ngdn hdng Chinh sdch xd hpi tgi Hpi nghi tnrc tuyen
sa kit 2 ndm thue hien Quyet dinh sd: 157/2007/QD-TTg ciia Thii tudng Chinh phu ve tin dung doi vol hoc sinh, sinh vien
- Tdi lieu Hpi thdo: "Ddo tgo nhdn lire - NCKH vd chuyen giao cong nghe dap img nhu cdu doanh nghiep
- www.vnn.vn; www.dantri.com; www.vnexpress.net