GRADUATE INTERNSHIP
REPORT
INTERNSHIP COMPANY:

TECHCOMBANK – Nga Tu So Branch

Address: 78 Nguyen Trai, Thanh Xuan, Ha Noi

Supervisor: Doan Anh Tuan
Student’s full name: Dinh To Quyen
Student’s ID: 11071452
Major: International Business
Class: IB2012B


ACKNOWLEDGEMENT

To finish this refort I am deeply grateful to all those who have shared ideas, valuable
comments and encouragement during my writing of this paper.
Firstly, I would like to sincerely thank all Professors, Teachers and Staffs in
International School, Vietnam National University, Hanoi for the devoted teaching of
all the lecturers and for giving me the knowledge and studying methods. Their teaching
not only helps me gain valuable knowledge ahd skills during five years but also lays
the foundation for my future work.
Secondly, I would like to send my special thanks to the staff at the Techcombank –
Nga Tu So Branch for their big support so that I could finish my internship there and
finish the paper successfully.
Last but at most, I would like to express the deep sense of gratitude to my supervisor,
Mr. Doan Anh Tuan for his useful guidance, critical comments and precious
suggestions. Honestly speaking, his valuable recommendations to my thesis
considerably help me improve not only my writing but also my practical knowledge.

Without his help, this report could not have been completed.
I would like to say thank you all so much for your great support, I am trully
appreciated.

2


TABLE OF CONTENTS
Contents

REPERENCE
INTERNSHIP SCHEDULE AND EVALUATION

CHAPTER 1: OVERVIEW ABOUT TECHCOMBANK – NGA TU SO
BRANCH
1.1.
ABOUT TECHCOMBANK
1.1.1. OVERVIEW

Techcombank , International trade name is Vietnam Technological and Commercial
Joint Stock Bank (TCB abbreviated), was established in September 27, 1993 with a
charter capital of 20 billion VND and 4,000 employees. The largest shareholder of
Techcombank is Vietnam Airlines with a total contributed capital of 6 billion VND.
3


After more than 20 years of operations, Techcombank has maintained its position in
the market and continues to grow even though the economy has been constantly
changing. Nowadays, the bank has scaled up its charter capital to 8,878 billion VND
and total assets of 192,009 billion VND (Q4 2015). TCB is becoming more familiar to

the public and clients in various sectors such as engineering, technology, trade and
services. Furthermore, they have created strong relationships with major financial
institutions at home and abroad. TCB's operational network include the Headquarters at
70-72 Ba Trieu Street, Hoan Kiem District, Hanoi and 315 branches and transaction
offices in all over the country. They provide diversified products of traditional banking
services as well as new services with modern technologies to customers.

1.1.2. REPRESENTATIVE

Mr. Ho Hung Anh is known primarily as the Chairman of Techcombank and one of
the key leaders of Masan Group. He also assumes the role of Chairman of Techcom
Securities and Techcom Capital- two subsidiaries of Techcombank. He was born in
08/06/1970 in Hanoi, hometown in Thua Thien Hue. Like the other leaders of Masan,
the Mr. Ho Hung Anh is quite quiet, hardly appears on the media.
1.1.3. REMARKABLE HISTORY

1994-1995:
- Increased charter capital to 51.495 billion VND.
- Establishment of Techcombank Ho Chi Minh branch is the start of rapid development
of Techcombank in large cities
2002:

4


- Had the widest network of transactions in Hanoi compare with other joint stock
banks. The network consisted of the Head Office, 8 branches and transaction offices in
four major cities in the country.
- Increased its charter capital to 104.435 billion.
- Preparations are underway for issuing of new shares to increase its charter capital to

202 billion VND.
2004:
- Use of new logo
- Charter capital was increased to 412 billion VND.
- Signed contracts to purchase importance software from Compass Plus .
2006:
-Received the award for international payments from the Bank of NewYorks, Citibank,
Wachovia.
- 5/2006: Won Golden Cup "For the social progress and sustainable development" by
the General Federation of Labour of Vietnam.
- 6/2006: Call Center and Official hotline in operation 24/7.
- 8/2006: was the first commercial bank in Vietnam is rated by Moody's, the leading
credit ratings agency in the world.
- 24/11/2006: Increased charter capital to 1,500 billion VND.
- 15/12/2006: Launch of international payment cards Techcombank Visa.
2008:
5


- 02/2008: Be voted as “The most satisfied service in 2008" by readers of Saigon
Marketing.
- 03/2008: Launched Techcombank Visa Credit Card.
- 05/2008: Implemented Automated Deposit Machine ADM
- Implementation of a series of projects to modernize the technology, such as system
upgrades of core banking software to version T24.R7, is a member of two largest Card
Alliance :Smartlink and BankNet, connect ATM system to strategic partner HSBC,
deployment of free customer service (24/7), ...
- 06/2008: Sponsored Sao Mai Diem Hen 2008
- 08/08/2008: Launched the Debt Management and Asset exploitation Company Techcombank AMC
- 09/2008: Increased the percentage of ownership of strategic partner HSBC from 15%

to 20% and raised its charter capital to 3,165 billion VND.
- 09/2008: Launch Co-branded cards Techcombank - Vietnam Airlines Visa
- 19/10/2008: Awarded " Prestige Securities Brand" and "The Best Joint Stock
Company in Vietnam" by UBCK.
2013:
-Launched a new headquarters in Ho Chi Minh city, expressed commitment to provide
the best products and services to customers in the South.
- Received 13 awards in national and international, highlight are

The Best Cash

Management Bank inVietnam, The Best Trade Bank in Vietnam, The Best Bank in
Vietnam , The Best Employer in Asia 2013, and The Vietnam Gold Star Award.

6


- Increased the number of customers to 3.3 million people.

-

1.1.4. MISSIONS
Becoming the most reliable financial partner tocustomers by offering a full range of
products and diversified financial services that concentrate completely on customers

-

benefit.
Providing a good working environment to employees with many opportunities so that
they can develop their capacity, contribute value to the organazation and build their


-

own successful career.
Giving shareholders the attractive and long-term benefits through implementing a
business development strategy in parallel with adoption of corporate governance
practices and strict risk management arcording to international standards.
1.1.4. VISION

Become the best bank and the leading enterprise in Vietnam
1.1.5. CORE VALUE

Techcombank committed to bring sustainable value to customers over many years:
- Customers first means that every work we do or task we perform is only valid when
actually profits our customers and partners.
- Building continuous improvement to always being the leader.
- The spirit of collaboration: in Techcombank, you will not have good results if you
do not coordinate.
- Human Resource Development : People with higher capacity will create
competitive advantage and outstanding success for the company.
- Commit to act together to overcome difficulties and achieve great success.
1.1.6. ORGANIZATIONAL STRUCTURE

7


Techcombank has followed HSBC's model that brought high efficiency for HSBC. It is
seperating Techcombank into two specialized sectors: the wholesaling sector retailing
sector. Both of them support and coordinated each other to achieve highest
effectiveness of mobilizing and using capital . With consultants and operation of

HSBC’s experts, centralized management model was formed clearly. This model
orients Transaction Office to focus on sales and customer service; as well as the
concentration of operations at the center of the department of Risk management, Credit
approval, Product development , Debt recovery and Supporting network ...

8


1.2. ABOUT TECHCOMBANK – NGA TU SO BRANCH
1.2.1. OVERVIEW
Nga Tu So Branch used to be Nga Tu So Transaction Office until be upgraded to
Branch since 2009. It locates on 78 Nguyen Trai, Thanh Xuan, Ha Noi.
Shareholders’ General Meeting

Board Of Directors

Audit and Risk management
Personnel
Committee
and Wages Committee
Executive Council

Supervisory Board

Office Board Strategic investment Committee

The Directors

Technology directing Committee


Credit Committee

Asset and Debt Management Committee

Business Customers
Individual
Sector Customers
Capital CenterHR Sector
appraisal
operating
and credit
and market
risk riskTechnology
management
Legal and
centrer
sector
compliance
operating
controlsector
Staff rooms
Sector

Branches and transaction offices

1.2.2. ORGANIZATIONAL STRUCTURE
1.2.2.1. Organizational Chart

9



1.2.2.2. Functions and duties of each department
- Board of directors
+ Director: Set up plans, strategies and working schedules for the branch
+ Deputy Director: take responsibility for international payment service and perform
other tasks assigned by the Director
- Customer Service Department: performing caring functions, answering customer
questions or contacting the department which can solve problems that customers
encounter; performing the tasks during the procedure for disbursing credits have been
approved for clients. The duty of this department also includes the accounting
professional operations for incurred credit, store credit records, implement procedures
for opening accounts.
- Personal Banking Service Department: the duty is direct communication, consultation
and selling banking services to individual customers. Managing and serving existing
customers and finding potential customers for developing new customer base. Taking
responsible for monitoring client status and the recovery of debts.

10


- Enterprise Banking Service Department: has similar function to personal banking
services, but target customers are mainly small and medium enterprises.
- Priority Banking Department: taking the responsible to customer care and expanding
customer base by the Priority Banking service, this aims to raising funds for the branch
- Finance-Accounting Department:
+ Act as a counselor unit for Board of Directors contributing ideas about management,
finance, accounting in the branch
+ Perform tasks related to Finance and Accounting, Fund using and controlling, assets,
inventories, revenue and expenses managing.
1.2.3. PRODUCTS

Techcombank provides three types of services: the personal banking, business banking
and e-banking. Specific products and services are as follow:
1.2.3.1. Personal banking
Techcombank has developed a centralized management model for financial services
and private banking. To implement Techcombank’s retailing system, one of the
required activities is building branches and retailing transaction offices. With the
formation of this system, the branches and transaction offices can enhance their
position, perform independently, actively expand the number of customers from all
channels and source. The specific products are following:
1. SAVING
- Education Savings Accounts
- Normal Saving
- Versatile Savings Account
- Savings accounts pay interest periodically
- Electronic Savings
- F@stsaving Account
- Savings for future
11


2.ACCOUNT
- Payment deposit account
- Automatically Liquidity Management Service
- F@stsaving Account
- Electronic Savings
- Advances personal accounts F@stadvance
3.CARD SERVICES
4.RETAIL CREDIT
- Young Family
- New house

- Study abroad
- Study in place
- Cars
- Advances personal accounts F@stadvance
- Fast Loans by pledging valuable papers and gold
- Support for private business
- Loans for securities business
- Loans for advances of selling securities
- Loans secured by securities listed

1.2.3.2.. Business banking
Enterprise Banking Service Department has implemented the model transition on a
national scale towards assigning specialization in providing services to corporate
clients and individual customers, centralization of some stages in the process of
customer service in order to improve service quality and enhance the ability to serve a
large number of customers. Techcombank always dominate as the leader thanks to its
12


diversified products and utilities of packages to meet the needs of enterprise customers.
Package of products and services include:
Account services such as payment of deposit accounts, exclusively used deposit
accounts .
Credit products, such as working capital loans, medium and long term loans,
overdraft business, Project Finance Package, Logistics Finance Package,
Funding provider.
Bank guarantee services such as loan guarantees dosmectically and abroad,
payment guarantee (deferred payment, tax obligations), bid security, contracts
performance guarantee , products’quality assurance guarantee, advanced
payment guarantee, deposits guarantee; the counter-guarantee with an economic

organization or other credit institutions, guarantee confirming , commitment of
financial arrangement.
Foreign exchange and risk management Products
- Derivative foreign exchange trading
- Commodity futures contracts
•
•

Domestic payment services
International Settlement Services

- Payments wire transfer
- Settlement of collection documents
- Payment of a documentary credit
1.2.3.3. The products and services for e-banking type:
- Homebanking
- Telebank
- F@st i-bank
- F@st MobiPay – pays through SMS

13


1.2.4. MARKET:
Techcombank has a large market with 2 major Customer segments: Indivudual
Customer and Enterprise Customer.

CHAPTER 2: REPORT OVER COMPANY ACTIVITIES
2.1. Overview of business activity
2.1.1. Business Strategy/ Plan

Techcombank has used the differentiation strategies to compete with rivals
instead of cost leadership strategy or focus strategy. It is easy to see that the
deposit interest rate and lending rates of Techcombank usually stand at the 2nd
or 3rd position when compare with the other bank. They concentrate on creating
the difference in image by building their powerful reputation and investing
directly in marketing strategies.
2.1.2. Performance of Techcombank – Nga Tu So Branch
2.1.2.1. Operating performance
Located in Hanoi, with many other banks and mutual funds around,
Techcombank – Nga Tu So branch has encountered very high competition.
However, through the time, the branch has achieved credibility from the
population, built up relationships with many corporate customers, relentlessly
strived for operational excellence. Therefore, the branch has got many positive
achievements in its business and acted as a good bank in Techcombank system.
Table 1.1: Business Result of Techcombank – Nga Tu So branch in period
2013-2015
14


Unit: billion VND
Index
I. Scale Index
1. Total Assets
2. Mobilized Capital at the end of period
3. Mobilized Capital in average
4. Credit Balance at the end of period
5. Credit Balance in average
6. Number of Employees in average
II. Quality Index
1.NPLs under Article 7 / QD493

III. Performance Index

2013

2014

2015

6,320
5,424
5,154
6,250
6,054
180

7,330
4,498
4,256
7,200
6,785
194

8,130.0
4,520.0
4,398
7,950.0
7,451
205

0.70%


0.63%

0.67%

1. Profit before tax

301

246

215.0

2. Profit after tax
4. Net Income

226

185

161.3

50.3

60

64.0

15.7


14.5

13.9

13.8

18.3

18.9

5. Business of foreign currency activities
6. International payment activities
7. Guarantee activities
17.0
23.2
25.4
(Source: Report on operating performance of Techcombank, period 2013-2015)
First, we consider the size indexes. Total assets constantly increased through the
time. It has expanded an approximately 1.3 times from 2013 to 2015. It is
obvious to see that credit loans is the biggest asset item in the balance sheet of
the branch, with average contribution up to 98.89% , 98.23%, 97.79% to total
assets in 2013, 2014, 2015 respectively. Because of its importance as a giant

15


revenue-making asset item, movements of loans along the time determine the
varying trend of the branch’s total assets.
Credit business is unsurprisingly the main source of profit making for the bank.
Income generated highly from providing other banking services continuously

proved its importance in its contribution to total net profit for the bank. This fact
also reflected the banking modernization process being pursued by not only the
branch but also all Techcombank system.
The administrative cost was often substantial for a bank. In Techcombank – Nga
Tu So branch, this cost was on average 50(42,56,60) billion VND per year. Even
though operating cost rose each year, it was still lower than the growth in
revenue from credit activity. This fact helped explain for the higher level of
operating income through the time at the branch.
2.1.2.2. MAIN BANKING ACTIVITIES
2.1.2.2.1. Funds mobilizing activities
Techcombank – Nga Tu So branch mobilizes funds through deposits ( both demand
and saving ones), issuance of certificate of deposits in VND and foreign currency from
both firms and individuals.
Growth on mobilized funds period 2013-2015
(Source: Financial statements of Techcombank– Nga Tu So branch)
2012
Total funds mobilized at year end (VND
billion)
Average funds mobilized (VND billion)
Total assets (VND billion)
Percentage

201

2014

3

5,424


4,4
98

4,520.
0

5,154

4,256

4,398

6,320

7,330

8,130.0

85.82%

67.36%

16

55.59%


Funds mobilizing activity is always a fundamental part of a commercial bank. A bank
with high potential of capital obviously has the ability to grow up and enhance its
competency by ceaselessly expanding its business and diversifying it into different

types of banking products and services. The table above shows the movement of
capital mobilization at the branch in recent years. In contribution to total liability side,
mobilizing amount drop sharply form 85.85% to 55.59%
Funds mobilization at Techcombank – Nga Tu So branch is carried out in a various
types of methods : deposit from individuals , firms and other institutions with term to
maturity ranging from 1 week to 12 months and with interest payment of 3 methods :
Prepaid payment, Normal payment at the end of term, or multiple payment period
( Monthly interest payment, for example). Besides, the bank also issued marketable
securities, mainly certificate of deposits in VND to expand its pool of funds.
2.1.2.2.2. Credit activities
Is the lending activity to customers in a credit line basis, or invest project basis, or
syndicate basis. The bank also provide retail credit products such as mortgage loan,
consumption loan, business support loan, etc.. It also perform credit guarantee services
for legal entities. Here are some outstanding products that currently provided by
Techcombank – Nga Tu So branch: Young Family Credit Package, New House,
Genuine Cars, Study Abroad, Consumer Loans pledging by Debt Certificates and
Advanced Personal Account...
2.1.2.2.3. Foreign currency trading
Throughout recent years, foreign currency trading has been boosted up continuously
bringing to the bank impressive revenue stream and strong prestige. Thus, foreign
currency trading played such an undeniably important role to the branch. Being wellaware of this, the branch put great effort in expanding the foreign currency trade by
developing a good customer policy, retaining big customers and approaching for new
ones.
2.1.2.2.4. Banking services
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Banking services in the branch includes: domestic payment service, international
export/ import payment ; open Letter of credit, Letter of Guarantee ; Electronic funds
transfer through SWIFT network foreign currency trading; trading derivative

instruments ( future, forward, swap, option…) ; Provide Card service with network of
ATM and many other utility services.
- Guaranty service
Revenue generated from guaranty service continuously increased in recent years. In
2013, it earned 17.0 billion VND for the branch. In the following year, the revenue
sharply increased 30% to 23.2 billion VND. In 2015, this business activity brought
about 25.4 billion VND to the branch and showed a remarkable growth compared to
2014.
- International payment
Nga Tu So branch’s international payment service was rated professional and reliable
by international banks. It was conducted quickly with high accuracy level and safety.
In 2013, revenue generated from international payment service was 13.8 billion VND.
In 2014, there was an huge increase in the revenue to 18.3 million VND. In 2015,
despite the difficulties caused by the economic crisis, revenue earned from this service
still grew to 18.9 billion VND.
- Priority Banking Services
Priority customer segment of Techcombank has had stable development in recent
years. Our success in introducing new products and improving service quality has
helped expand the customer base, increase the use of the product. Techcombank’s
priority customers are the first one on the market can be involved in transactions of
structured products and investment in corporate bonds, developed by the financial
solutions department of Techcom Securities. Besides, the capacity of sellers has been
strengthened with the aim of giving priority products and the best service to customers.

18


2.2. ANALYSIS OF CONSUMER LENDING ACTIVITIES
2.2.1. Overview
Consumer lending is a form of bank lending that are used primarily for consumption

purposes. Its main subjects are individuals and the Government. When customers have
demnad in education, to travel or to purchase a car, a house, ..to improve standard of
living, they would come to the bank to borrow money. Consumer lending stimulate
consumption in society, promote flow of goods and services and economic growth.
Customers must have the civil legal capacity, stable income and collateral assets to
access a consumer loan.
2.2.2. The benefits of consumer lending
For banks, consumer lending will create a habit for citizen to access the bank’s utility
services. This is also a way to diversify the investment sectors of the bank to raise
incomes and reduce risks. Through consumer lending, the bank expands relationship
with customers and thereby increase their ability to mobilize capital.
For customers, consumer lending offer them the chance to enjoy utility services when
not having sufficient financial resources in the case of urgency such as health,
education,... In addition, customers also experience many benefits, for example:
- Customers will have a large sum of money immediately when it is necessary and
can repay gradually from their future income. With the regular income, they do not
have to worry that they could not repay it and can improve their living standards or
education to find better jobs with higher wage.
- For emergencies, customers can borrow from bank with reasonable interest rates
rather than borrowing from the market with much higher interest rates.
- Bank allowed the flexible loan term and repayment methods, all base on the
repayment capacity of the customer.
- Conditions and procedures to obtain consumer loans is not too complex.
In term of economy and society, consumer lending can be considered as a leverage that
stimulate the production development, facilitate economic growth and contribute to
poverty alleviation. Currently, when loan sharks is becoming a serious issue in society,

19



consumer loans with relatively simple and quickly procedures has contributed to repel
usury. On the other hand, the convenience of non-cash payment service help to build a
civilization of payment. From the macroeconomic perspective, retail banking
accelerate the process of circulating money, limit the use of cash and save cost, time
and money for the society.
2.2.3. Strategy
In Techcombank, the core value "Customer First" is always the most important
target of all activities in the consumer lending segment, specifically expressed in:
• Appropriate services: Products and services is evolved regularly to best meet
customer needs and compete with other rivals. It is the reason why Techcombank can
minimize cost and bring a good price products category to customers.
• Quickness and convenience in transaction on all channel: Improving service
models at versatile branch and developing diverse applications in electronic transaction
channels to provide maximum convenience for customers .
• Raising customer satisfaction: Many activities are implemented throughout all
levels from leaders to each employee in order to raise the spirit of "Customer First".
The branch periodically held chat sessions with customers; apply "Secret Client"
project to assess the effectiveness of service.
• Offer more benefits for customers by customer service, promotions.
• Target customer is people having high and middle income.
2.2.4. Consumer lending process
General procedures of the loan consists of 6 steps.
-Step 1: Prepare loan applications
-Step 2: Analyze credit
-Step 3: Decision making credit
-Step 4: Disbursement
-Step 5: Supervision of credit
-Step 6: Utilization of the credit agreement

20



7.1 Thẩm định và phê duyệt tn dụng

HO/ HĐTD miền nam/ ban TGĐ
Chuyên viên khách Ban
hàngKS & HTKD ChiPhòng
nhánhKTGD & KQ chi
Lãnh
nhánh
đạo phòngHĐTD
KD chichi
nhánh
nhánh/ Giám Đốc chiKhối
nhánh
TĐHĐTD
& QTRR

7.1.1 Tiếp nhận

hồ sơ KH
Phối hợp định giá tài sản đảm báo

7.1.2 Lập BC thẩm định

7.1.4 tái thẩm định
7.1.3 kiếm soát 1

7.1.3 kiếm soát 2


7.1.3 kiếm soát 3

7.1.3 phê duyệt 1
7.1.3 phê duyệt 2

7.2.1 Lập TBTD, thoả thuận KH

7.2.2 Hoàn thiện HS thủ tụcSoạn thảo cac HĐ, VB Mở TK cấp ID cho KH

7.2.3 kiêm soát

7.2.4 ký HĐ, VB

7.3.1 Hoàn thiện hồ sơ,
Phối
lậphợp
TTGN
hoàn thiện nhân
Nhập
TSCĐ
kho tài sản đảm bảo

7.3.2kiểm

soát

7.3.3 Ký duyệt TTGN, KU

A


7.3.4 Kiểm soát, hạch toán, duyệt giải ngân trên GLOBUS

7.3.5 Chuyển tiền giải ngân cho KH

7.3.6 Kiểm tra sử dụng
7.3.7
vốn,
Lưu
theo
HSdõi
theo
HĐKH
dõi đôn đốc thu hòi nợ gốc va lãi vay
B

21

các chuyên TD


2.2.5. Assessment of Consumer lending in Techcombank – Nga Tu So branch
2.2.5.1. Achievements
In recent years, the peformance of cunsumer lending in Techcombank – Nga Tu So
branch has had many outstanding development and achievement. In 2015, sales of
consumer loans here increased strongly. This proves that the Techcombank has made
appropriate plans and strategy to develop the sector as well as consumer lending
products
Techcombank has provided many products in consumer lending segment, most of
them are highly appreciated by customers. The consumer lending is becoming the
strengths of Techcombank in the retail sector. Outstanding products that currently

provided are: Young Family Credit Package, New House, Genuine Cars, Study
Abroad, Consumer Loans pledging by Debt Certificates and Advanced Personal
Account...
Furthermore, the credit process at Techcombank is quite complete, tight, and highly
specialized. The examination and verification process of Techcombank is very strict
and careful so that Techcombank has high possibility to claim back their loans. In
addition, most of loans are small and medium size so it improves the chance that
Techcombank can take money back from customers
The number of overdue loans and bad debts accounts for a small percentage of
credit loans. Total retail loan portfolio of banks continued to have significant growth,
the end of 2006 the total loan portfolio residential customers reached 2,817 billion, up
80.5%. The ratio of overdue debts of individual customers also significantly reduced in
2006 decreased 1.58% compared with 0.42% in 2005. Particularly in the head office of
Techcombank, consumer loans from May time / 2007 - 12/2007 has been a significant
increase. In all its efforts in the development of products, the Bank is partly reflected
orientation become a leading retail bank in Vietnam
.
2.2.5.2. Limitations

22


Although the branch has achieved many good result, they also have some limits
and mistakes in lending and credit loan management.
2.2.5.2.1. Complex Lending Process
The consumer credit process at Techcombank is carried out by many departments to
minimize the risks arising in the process of customer evaluation and loan approval. But
this is the reason why the process take a lot of time to complete.
2.2.5.2.2. Wasting time in implementing
Duration of the credit procedures sometimes last longer than the stipulated time. When

a loans has high value that overcome the approval competence of the board of directors
in the branch, we must moved it to higher departmentl. This causes losing a lot of time,
affecting badly to both the process and the quality of customer service.
2.2.5.2.3. Shortcoming in human resources
In addition, although the Techcombank’s employees is so young and consistent with
current development trends of the economy and society, they face a problem of lacking
of practical experience and professional qualifications . This is also the reason why the
marketing department has not promoted the highest efficiency yet. Advertising of
consumer lending has not met the requirements of development, just stoped at
promoting the image of the bank on TV and the newspapers. Professionalism is not
completely performed when implementing marketing strategies.
2.2.5.2.4. Strong competition
After Vietnam joined the World Trade Organization WTO, not only Techcombank but
also the entire Vietnam's banking system faces many new difficulties: The entry of
foreign banks require local banks to constantly grow in all aspects such as increasing
charter capital, advancing banking technology, improving human resources both in
quality and quantity ... Besides, the development of other domestic banks and the
strong influence of capital markets also adversely affected the performance of
Techcombank.
2.2.6. Recommendation
2.2.6.1. Developing and training staffs

23


With the expansion of the branch network as at present, training emplyees became
a key issue in the development of Techcombank. This is especially important with the
credit department which requires deep expertise, ability to solve quickly, accurately
and proactively problems.
The branch should organize courses for customer service experts once a year to update

new knowledge, changes in the regulations on the credit processes of the State Bank in
general and Techcombank in particular.

They also need to enhance their

communication skill, convincing skill, fluency in foreign languages to be confident and
work more efficiently. Futhermore, helding training program for newly recruited
customer service experts is neccessary to help them get familiar with the process and
adapt to the working environment.
2.2.6.2. Simplifying procedures
Although Techcombank – Nga Tu So branch has a complete consumer lending
process, to save time and improve the quality of services to meet the needs of
customers, this process need to be more simplified.
- For familiar and large customers, Techcombank – Nga Tu So branch should
reduce the number of levels and stages of aanalysis customers and lending approval to
accelerate the process , creating the customers loyalty.
- Conducting consumer lending process must undergo 2 to 3 levels of approval and
the waiting time usually accounts for half the time of the process. Therefore,
Techcombank should regulate specialized staffs who is responsible for approval, as
well as prescribe a certain time slot of the day for the leaders to focus on solving the
problems that arise in the process of implementing the credit procedures.
2.2.6.3. Incorporates credit activities synchronously
The credit activities in Techcombank is divided into 3 quite independently phases,
sometimes causing asynchronism among departments and affect to the timing and the
quality of the disbursement. So to increase the completeness of the process, they need
to further enhance the incorporation and ensure the smooth, accuracy and timeliness
communication among sectors.
2.2.6.4. Advertising campaign
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One of the rigorous requirements when it comes to consumer lending products is
convenience for customers. When creating a package of consumer lending, the branch
should actively promote through means of technology and mass media so that
consumers acknowledge and understand the products and services of the bank.
Therefore, Techcombank – Nga Tu So branch can hardly boost consumer lending
activities with providing insufficient information and appeal customers by
inconvenient products.

CHAPTER 3: INTERNSHIP PURPOSE AND ROLES
3.1. Internship purpose
In the last year of university, I believe I have to do internship before graduation for
many reasons and purpose.
The first purpose is picking up experience. For 5 years studying and collecting
knowledge, it is appropriate time for me to go outside and using what I’ve learned.
Many people say that the knowledge in the book is very different with the knowledge
in reality, and you have to experience to understand both of them. Internship is the
perfect period when I can prepare everything before finishing my study program in
college and step to the next important chapter in my life.

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