Improving car loan service of Asia Commercial Joint Stock Bank (ACB) – Xuan Thuy Branch, Ha Noi

Professional bachelor degree
in Finance-Banking-Insurance

WORK PLACEMENT REPORT
Company: Asia Commercial Joint Stock Bank

Improving car loan service of Asia
Commercial Joint Stock Bank (ACB) – Xuan Thuy Branch, Ha
Noi

Names of student: Nguyen Dang Hong Son
University year:

2019 - 2022

Tutor at TMU: Assoc. Prof. PhD PHAM Tuan Anh
Tutor at USTV: Marie-Josée Cambreling
Tutor at (Company): Mr. Nguyen Tuan Linh
1
1


Hanoi - 2022

2
2


TABLE OF CONTENTS

3

LIST OF TABLES

4


LIST OF FIGURES

5


ACKNOWLEDGEMENT
In order to successfully complete the internship as well as the final report, I
received the dedicated attention and guidance of teachers of Thuong Mai University,
University of Toulon, and colleagues at the bank with many years of experience
invaluable guidance and guidance from everyone. Internship for more than 3 months at
ACB has helped me gain more experience to be able to complete my thesis
First and foremost, I want to express my heartfelt gratitude to Mr. Pham Tuan
Anh of Thuong Mai University and Mrs. Marie-Josée Cambreling of Toulon
University, who advised me on how to study and were always dedicated to providing
me with beneficial advice, helpful comments, and revising my report.
In addition, I'd like to express my gratitude to Thuong Mai University and ACB
Bank for facilitating a three-month internship that allowed me to gather additional
information and experience in order to complete this thesis.
During the implementation, although there have been many efforts and
meticulous attention, but errors cannot be avoided, I look forward to receiving sincere
comments and suggestions from teachers to practice the lesson. complete additional
training, helping me to draw out my own experience and necessary knowledge for my
future work.

Sincere thanks to everyone.
Ha Noi, May 27,2022
Sincerely,
Nguyen Dang Hong Son

6


PART 1: OVERVIEW OF ASIA COMMERCIAL JOINT STOCK BANK -XUAN
THUY BRANCH AND THE INTERNSHIP
1.1 Asia Commercial Joint Stock Bank
•
•
•

Name, slogan: Asia Commercial Joint Stock Bank (ACB)
Location: 442 Nguyen Thi Minh Khai, Ward 05, District 3, Ho Chi Minh City
Legal status: No. 0032/NHGP issued by the State Bank of Vietnam dated April 24,

•
•
•

1993,
Date of creation: June 4, 1993
Number of employees: 9,000 employees
Hotline: (+84) 3929 0999
1.2 Xuan Thuy Branch

•

•
•
•
•

Location: 12 Khuc Thua Du, Dich Vong Ward, Cau Giay District, Hanoi
Number of employees: 13
Date of creation: July 31, 2006
Phone: 024 3399 5566
Activity: Obtaining capital in VND and foreign currencies from organizations and
people Opening accounts, receiving payment deposits, and transferring money via
banks are all services that we provide. Banking services, card services, guarantees,
banking services funds, remittances, foreign exchange, investment consultancy...

•

Business performance in the last 2 years 2020-2021
Business results
Mobilization
from accounting
and personal
finance
Credit balance
Total income
Profit before tax

Currency unit

2020

2021

Growth
2020/2021

Billion VND

288.479

338.129

17,2%

Billion VND
266.189
316.670
Billion VND
30.976
35.024
Billion VND
3.026
3.268
Table 1: Business result

19,0%
13,1%
8,0%

Source: />1.3. Introduction of my internship:
1.3.1

Why the topic
The Vietnamese auto market has just experienced 2021 with many fluctuations.
The outbreak of the 4th Covid-19 epidemic in many provinces and cities along with
the introduction of electric cars has partly affected the tastes and choices of consumers.
7


In recent years, the demand for cars of Vietnamese people has become more
intense than ever, partly due to the opening mechanism of the state, partly due to the
increasing demand for this vehicle. high. When it comes to cars, everyone wants and
hopes to buy a car with the right value, the tax will be low corresponding to countries
with economies and incomes like ours.
Facing that situation, it is absolutely necessary to meet car loan products to better
suit the current needs of customers. This also proves the agility and timely response to
the continuous changes of the market as well as the increasing demand for car loans of
individual customers.
1.3.2

Internship plan
Time
28/02/2022
–
01/03/2022
02/03/2022
–
20/03/2022
21/03/2022
–
21/04/2022

22/04/2022
–
25/05/2022
26/05/2022
27/05/2022

Contac
Started

Talk to
Read d

Receiv
Ask fo

Analyz
Write a

Submi
Edit, s

End of
Submi

01/06/2022
06/2022
Table 2: Internship plan

8

Presen


PART 2: INTERNSHIP IMPLEMENTATION AT ACB BANK, XUAN THUY
BRANCH
2.1 The internship position, responsibilities and tasks
2.1.1 Department structure and internship position
During my internship, after researching, this is a diagram of ACB's banking
apparatus:
Manager

Administration and
Treasury
accounting
transaction office
department

Parts Trading

Funds
Department

Business
Department

International
Payment
Department

Credit

department

Administrativ
e division

Accounting
department

Diagram 1: Internship plan at ACB-Xuan Thuy Branch
Internship position:
During the first week of internship, I was introduced by the manager - Nguyen
Tuan Linh, who also guides me to the transaction office, sales department and
administrative department. Then gave me a position as a consultant in the credit
department.
2.1.2 Business procedure and work placement responsibilities
2.1.2.1 Overview of ACB bank’s car loan service for individual customers.
In the balance of installment loans of commercial banks, auto loans with
installment payments usually account for 30% to 70% of the total loan balance of
installment loans, depending on the bank. Car loans in installments promise to have
even higher sales in the near future when Vietnam has become an official member of
the WTO.
9


10


 Car loan for individual customers:

Car loan as collateral for the purchased car is a credit support product that helps

customers buy a car to serve their travel and business needs with assets secured by the
purchased car.
 Customer

- Vietnamese individuals and households.
- Aged 18 years and older.
- Having a stable income, enough to ensure the bank's debt repayment capacity.
 Applicable products

- Loan to buy a car to serve travel needs.
- Loan to buy a car to serve business.
 Requirements for purchased vehicles

- 100% new car
- Purchased vehicle with valid papers, carry out transfer procedures in
accordance with the law.
- Vehicle origin is legal and must be purchased at official dealers of car
manufacturers in Vietnam
 Product features

- Loan amount: up to 70% of the purchase value of the car.
- Loan period:
•
•

Mortgage of the purchased vehicle: up to 72 months.
Mortgages other than purchased vehicles: up to 84 months.
- Collateral: the car itself or other property.
- Loan method: Installment loan and Loan in installments.

 Loan profile

- Loan application form (according to ACB's form).
- ID card, household registration of the borrower and guarantor (if any).
- Documents related to purchased vehicle and mortgaged property.
- Documents proving the source of income: Labor contract, Confirmation of
salary.

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- Contract of house rental, car rental, business license, ... of the borrower and the
debtor (if any).
 The role of car loans for individual customers

For the bank:
-

Car loans are one of the bank's most essential activities, especially in today's
developing economy. Especially: - Because automobile loans have higher interest rates
than other types of loans, the bank makes a substantial profit from this operation.
Although the profit is significant due to the various potential risks associated with this

-

activity, the risk will be shared by the bank due to the vast number of car loans.
Furthermore, because people's desire for automobiles is increasing as their living
standards rise, and car prices are falling, the bank's total income from this business is

-

fairly substantial.
This is a good opportunity for the bank to create a relationship with the car dealership,
which has a rich and diverse information system about customers. This activity also
helps banks create habits for people when accessing banking services. Over there, help
banks expand their relationship with customers and create an image in the customer' s
mind.
For customers:

-

Installing a car loan brings a lot of benefits to customers, making an important

-

contribution to helping customers get the car they want, but finance doesn't allow it.
Customers can enjoy car extensions before accumulating enough money. For
customers buying cars with business purposes, the purchase of cars will help them take
advantage of business opportunities, profit gains. Many bank borrowers buy cars not
only to meet the travel needs but also to improve the physical and spiritual life by cars
and hiện. faction. Moreover, when owning a car i love, customers will have more

-

enthusiasm for morale and motivation in the daily work.
Loans for the purchase of funds for bank payments will contribute to the increase in
revenue for automobile businesses due to increased consumption. This creates
incentives for manufacturers to expand production, and attract many tourists and
workers to the potential market. This is a positive cause of quality competition as well
as the price between agents.

For economy
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-

This activity also plays an important role in promoting economic development,

-

specifically.
Stimulating demand in the economy, increasing the purchasing power of customers.
The chain effect is that car companies expand production and create jobs for workers.

-

Thereby, helping the state achieve socio-economic goals.
Create leverage to stimulate the development of the automobile manufacturing
industry. From there, it indirectly affects the development of other economic sectors
such as the service industry, the tourism industry, the transportation industry, etc.
Thereby, creating dynamism for the economy and contributing to the improvement of
the economy. beautiful image of Vietnam.
2.1.2.2 My responsibilities
My responsibilities upon accepting this job are:
1. Receive requests from customers who need to use car loan services.
2. Consulting, answering customer questions.
3. Support and guide customers to make loan documents.
4. Ask for customer feedback after using the car loan service.
2.1.3 Daily tasks
I work at the bank every day from Monday to Friday, the afternoon work starts

from 14:00 to 17:00. To be productive, I created the following table:
Time

Afternoon

Day
Monday
Tuesday
Wednesda
y
Thursday
Friday

Learn out more about car loans.
Receive requests from customers who need to use car loan services.
Support consultants to check customer information.
Support and guide customers to make loan documents.
Summary of customer reviews after using the car loan service.
Table 3: My daily tasks

2.2 Some business cases
2.2.1 Case No1 (failed)
The information of customer:
Customer ID: 15868522
Date of birth: July 28, 1988
ID number: 026168000***

13

Permanent address: ** Vo Chi Cong,

Nghia Do, Cau Giay, Hanoi
Phone: 09032966**


This customer currently has a monthly salary of 5 - 10 million VND/month. He is
in need of a car loan at a bank to serve his personal travel needs. However, according
to the car loan conditions of the bank, customers are required to have a minimum
salary of 10 million VND/month. In addition, customers have no other income and
collateral, so they are not eligible for loans.
2.2.2 Case No2 (failed)
The information of customer:
Customer code: 205842718
Date of birth: October 12, 1982
ID number: 001382954***

Permanent address: ** Lac Trung, Vinh
Tuy, Hai Ba Trung, Hanoi
Phone: 09562300**

This customer has a monthly salary of 30 million VND and has a valuable real
estate as collateral. But through researching and going deeper into the loan procedure,
we have checked that customers have many bad debts at other banks, including ACB,
so they were not allowed to apply for a loan.
2.2.3 Case No3 (successed)
The information of customer:
Customer code: 205842718
Permanent address: ** Lac Trung, Vinh
Date of birth: October 12, 1982
Tuy, Hai Ba Trung, Hanoi
ID number: 001382954***

Phone: 09562300**
The customer has a monthly salary of VND 50 million and needs a car loan with
an amount of VND 500,000,000 for a period of 5 years. Preferential interest rate
7.5%/year (0.625%/month) for 6 months. After the preferential period, the interest rate
of 10.5%/year applies.
From there, the monthly amount the customer has to pay is:
•

Monthly principal = 500,000,000/60 = 8,333,333 VND

•

Interest amount for the first period = 500,000,000 x 0.625% = 3,125,000 VND

•

Interest for the second period = (500,000,000 - 8,333,333) x 0.625% =
3,072,917 VND
2.3 Service analysis
2.3.1 Customer research
After participating in training and acquiring necessary information about ACB's
products and services, especially car loans for individual customers.
14


I have taken the survey method as indirect survey form (Online Survey) by
creating a survey form on Google Forms. I designed a survey with 12 questions, to
find out the level of customer satisfaction. I send this form to customers using the car
loan service at the bank via email. I choose this method, because it is very convenient,
fast, and saves customers' time. Ability to collect data from a large number of

customers.
Age of customer:
Diagram 2: Age of the customer
Customers 18-20 years old account for the least proportion compared to other
age groups with 5% (equivalent to 3 votes) because they are still at school age, a few
of them have worked part-time. Next is the customer group from 21 to 30 years old
with 29 votes (48.3%) accounting for the largest proportion. The proportion of
customers aged 31 - 40 years old is 33% (equivalent to 20 votes) and finally customers
over 40 years old account for 13.3% (equivalent to 8 votes).

15


Occupation and salary 1 month salary of customers
Diagram 3: Occupation and income
From the survey results, it can be seen that the majority of customers using
services at ACB - Xuan Thuy branch are office workers (45%), freelance business
customers (28.3%) and professional staff. ministry of civil servants (16.7%). The
lowest rate when using a car loan service is for students (10%)
Regarding monthly income, it can be seen that the main salary of customers
ranges from 10-20 million, accounting for 43.3%. After that, income from 20-30
million accounted for 26.7% and income over 30 million accounted for 21.7%. The
lowest is 5-10 million with the rate of 8.3%. Thanks to the difference in customers'
income levels, the bank also has loan conditions suitable to customers' financial
capabilities.
About the time to use car loan service at ACB - Xuan Thuy branch
Diagram 4: Time to use car loan service at the bank
According to the survey, 21.7% of customers (13 votes) have used the loan
service for less than 1 year and 45% of customers (equivalent to 27 votes) have used
the bank's services in the period from 1- 1. 2 years. This is the time when the

percentage of customers using the loan service is the most. Next is the group of
customers who have used the service for 2-3 years with the rate of 25% (15 votes). The
rest are customers who have used the service for a long time with a period of more
than 3 years, which is 8.3%.
Value of customer's car
Diagram 5: Car value
Looking at the chart, we can see that most customers choose cars priced under 1
billion, accounting for 45.8%, equivalent to 27 votes. Following are models with
prices of 1-2 billion, accounting for 32.2% (19 votes), from 2-3 billion are 13.6% (8
votes) and 8.5% (5 votes) for models cars over 3 billion.

16


Thereby, we can see that the needs of customers are increasing when choosing
models with prices that are suitable for their finances.

17


Purpose and form of car loan for individual customers
Diagram 6: Purpose and form of car loan
Most of the customer's car loan purposes are for personal needs, accounting for
86.7%, equivalent to 52 votes. The rest is 13.3% (8 votes) for business purposes.
Along with that, the form of installment payment chosen by customers the most
accounted for 66.7%, equivalent to 20 votes and 10 votes each time (33.3%).
Thereby, we can see that the needs of customers are increasing when choosing a
means of transportation for themselves as well as at work. Attached to the form of
installment payment is also chosen by the majority of customers because they cannot
afford a one-time payment.

Some sources of information to help customers know about the bank's
services
Diagram 7: Sources of information to help customers know about the service
According to data, 80% of customers know about ACB's car loan service through
friends (equivalent to 48 votes). This is one of the important channels affecting
customers' choice of services because they are advised and recommended by friends
and relatives to come to the bank to use the service.
Next, customers know about the service through bank staff, 53.3% (32 votes).
This means that the marketing activities of the bank staff are quite good, the way of
communication is attractive to attract new customers and retain loyal customers.
Besides, activities via the internet and television are also very important, but the
survey rate achieved 20% (equivalent to votes) and 3.3% (equivalent to 2 votes)
respectively, showing that marketing activities banks are not really effective.
The reason why customers use car loan service at ACB - Xuan Thuy branch
Diagram 8: Why do customers use the service?
According to statistics, in the process of making profiles for customers, the
enthusiastic support together with professional staff has brought good results with
63.3% (equivalent to 38 votes). Following is the trust of customers when using the
18


service with 61.7% (equivalent to 37 votes). The application procedure is not really
appreciated by customers with 48.3% (equivalent to 29 votes). The lowest is the
competitive interest rate of 26.7% (equivalent to 16%).
It is concluded that the bank needs to optimize lending procedures as well as a
more reasonable preferential interest rate compared to other commercial banks to get
high appreciation from customers.
Evaluation of satisfaction with car loan service quality at ACB - Xuan Thuy
branch
To assess the level of customer satisfaction, I have divided it into 5 levels from

very dissatisfied to very satisfied to apply a scale of 1 to 5 as follows:
1. Very unsatisfied

2. Unsatisfied

3. Normal

4. Satisfied

5. Very satisfied

The first is about service capacity: In the context of the banking and financial
market increasingly integrating deeply and the level of competition is increasing. The
human factor is one of the factors that have a great influence on service quality. This
factor

is

reflected

in

the

following

aspects:

professional

qualifications,

professionalism, good communication ability and elegant style of the staff. Therefore,
I examined the following 4 factors:
Diagram 9: Service capacity
1. Bank staff who communicate and communicate well are especially appreciated
by customers in the satisfaction level and very satisfied with 52 votes. Next is the
normal level with 7 votes and 1 vote expressing dissatisfaction
2. Hardworking and enthusiastic staff who can give advice are also highly
appreciated for their satisfaction and satisfaction with 53 votes. Normal level with 6
votes and 1 unsatisfied vote.
3. Employees with sufficient knowledge and professional qualifications are no
exception when the level of satisfaction and satisfaction is 50 votes. Next is the normal
level with 9 votes and 1 unsatisfied vote.
4. Customer's peace of mind when trusting transactions with bank staff was
assessed with 29 votes very satisfied, 21 votes satisfied, 9 votes normal and 1 vote was
not satisfied.
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Through statistics, the factors are at an acceptable level. Because this is the factor
that creates the trust of customers through the ability to make customers trust, the
ability to communicate… Thanks to that, customers are completely assured when
using services at ACB - Xuan Thuy branch. However, there are still some customers
who give low scores, the main reason here is that the staff's attitude is not good, in
addition, they are quite annoyed with customers when dealing near working hours.
Second about reliability: Customer's trust plays a very important role in the
development of the bank. Customers only transact with the bank when they feel safe
and confident. Since then, I have examined 4 factors as follows:
Diagram 10: Reliability

1. The bank always maintains its credibility with customers, respecting the
interests of customers, corresponding to the number of satisfied and very satisfied
votes, accounting for a high rate of up to 54 votes, then to the normal level of 5 votes. .
At least the level of dissatisfaction with 1 vote.
2. The bank keeps and secures customer's transactions with a high percentage
with the number of satisfied and very satisfied votes of 55 votes, then the normal level
with 4 votes, at least the level of dissatisfaction with 1. promissory note.
3. The loan procedure is simple, it doesn't take too much time, the number of
times of normal, satisfied and very satisfied customers are not too different. With a
normal rating of 17 votes, a satisfaction rating of 21 votes and a very satisfied level of
19 votes. The remaining level of dissatisfaction is 3 votes
4. The bank provides service and loan quality as committed, the number of
satisfied and very satisfied customers is 55 votes, followed by normal with 5 votes for
and 2 votes remaining. in disagreement.
Descriptive statistics show that customers rate the reliability at an acceptable
level. ACB is currently one of the modernized commercial banks that has been
operating rapidly for many years, so it is understandable that customers have high
reliability when transacting with the bank. However, there are still some customers
who are not satisfied with the reliability, indicating that the branch needs to improve
these factors.
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Thirdly, about meeting the loan needs of customers: More important than ever
to lead to the procedure, the loan application is to meet the customer's loan needs, so I
have investigated the
Diagram 11: Satisfy the need
1. Reasonable loan interest rate is always what customers care most about to
match their finances. The survey showed that mainly customers rated the bank's
reasonable loan interest rate as normal and satisfied with 44 votes. Very satisfied is 15

votes and dissatisfied is 1 vote.
2. The counselors clearly and specifically about the loan packages accounted for
a high percentage with the number of satisfied and very satisfied votes of 53 votes,
then the normal level with 7 votes. Show that the customer is completely satisfied with
the staff's expertise towards the customer.
3. Diverse loan packages, meeting all customers' needs, are highly rated at 50
votes and very satisfied with 50 votes and 17 votes for normal.
4. The bank's flexible working time in accordance with the needs of customers is
also highly appreciated at the satisfaction and very satisfied level of 54 votes and the
normal level of 6 votes.
The results of descriptive statistics show that customers rate the service
efficiency of ACB - Xuan Thuy branch with a good level. However, there are still
some customers who think that the bank interest rate is not really reasonable to
borrow.
Fourth on consensus: Surveying customers' evaluations through the bank's
incentive programs, benefits, time and way of reception.
Diagram 12: Consent
1. The bank has many promotions for customers with no significant difference
when the 3 levels of normal, satisfied and very satisfied are rated by customers mainly
from 18-20 votes. Few customers are not satisfied with 2 votes.

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2. The bank cares about the interests of customers, the number of satisfied and
very satisfied customers is 49 votes. Normal level with 9 votes and not satisfied with 2
votes.
3. The bank is willing to be flexible in time to welcome customers, the number of
times customers rate is highly satisfied and very satisfied with 52 votes, the normal
level is 7 votes. The remaining level of dissatisfaction is 1 vote.

4. Staff is friendly, enthusiastic with customers, the number of satisfied and very
satisfied customers is 50 votes, followed by normal with 9 votes for and 1 vote for
disagree.
Statistics show that customers rate the level of agreement at a good level.
However, it is necessary to overcome more in the incentive programs so that
customers have the most satisfied experience. In addition, there are a few customers
who are not satisfied, which shows that there is no common voice between the branch
and the customer and this needs to be overcome.
Fifth about satisfaction: Customer satisfaction is the most important factor
determining the quality of a bank's service, so I surveyed the following two factors:
Diagram 13: Satisfaction
1. Satisfaction with the bank's loan service and quality is highly appreciated by
customers mainly in 2 levels of satisfaction and very satisfied with 54 votes. In
addition, the level of normal accounts for 5 votes and displeasure takes up 1 vote
2. Customer satisfaction on loan interest rates when using the service slightly
changed when customer satisfaction level was 26 votes, followed by very satisfied
with 22 votes. Next comes the normal level with 11 votes and 1 vote for the
unsatisfactory rating.
Based on the customer satisfaction statistics table after using the loan service, it
can be seen that there are still a few dissatisfied and satisfied ratings. This means that
the branch needs to improve the quality as well as services and reasonable interest
rates to be able to compete with other commercial banks.
Reviews of customers after using the service

22


Diagram 14: Reviews of customers after using the service
1. After customers experience the car loan service at ACB - Xuan Thuy branch, the

majority of customers choose to continue using the service with 93.3% (equivalent to
56 votes) and 6.7% (equivalent to 4 votes) of customers who do not continue to use the
service at the bank.
2. The percentage of customers who will recommend their friends and relatives to use the

service is 93.3% (equivalent to 56 votes) and 6.7% (equivalent to 4 votes) customers
will not refer.
Thus, through the survey, it can be seen that the level of customer satisfaction has
a great influence on customer satisfaction, besides, customers also highly appreciate
the reliability of the bank. Therefore, banks need to pay more attention to the
reliability factor. In addition, customers also highly appreciate the ability to serve and
meet borrowing needs, demonstrating the bank's strengths, creating favorable
conditions to improve competitiveness, and increase customer loyalty to customers.
banking services. On the other hand, the staff of the bank need to serve every customer
fairly and need to show more care towards the customer to increase the customer
satisfaction with the bank. However, this is only a study conducted at a certain time, so
the research results on car loan service quality on customer satisfaction are only
meaningful at the time of the survey.
2.3.2

Competitor analysis
To evaluate and compare car loan services at ACB bank and other banks, I have
selected the top 5 highly rated banks in Vietnam to give an objective view.
The comparison table will show us the lending interest rates of banks and the
interest rate period after the incentives expire.
BANK
OCB
ACB
MSB
SeABank

BaoViet Bank

Table 4: Interest rates comparison between banks
Source: />Advantages:
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When using the car loan service of ACB, customers will enjoy the best services
of ACB.
-

Customers can mortgage with their own car and real estate.
Simple procedure, fast processing time.
Loan amount according to customer's need and ability to repay
Flexible repayment method
Defect:
Loan interest rate rating:
Based on the above interest rate table, the best bank for car loans is OCB,
followed by banks such as Bao Viet Bank, MSB, ACB, SeABank, respectively.
Thereby, we can see the competition in car loan interest rates of banks. ACB
needs to have a more favorable interest rate to attract more customers.

2.3.3

SWOT analysis
Strength:

•

Over the years, ACB has always focused on expanding its network to provinces and

cities across the country. Thanks to the dynamism of the credit staff, ACB - Xuan Thuy

branch has succeeded in approaching new customers.
• ACB has cooperated with many auto retailers. This is the basis for the bank to attract
more customers as well as control the purpose of customers' loan use.
• Quick car loan installment loan procedure
• Strict lending process, ensuring credit safety.
• Always actively expanding activities, including car loan installments
Weakness:
•

Due to the large number of jobs, the number of tellers, and the increasing number of

•

customers, the processing time is slower than before (including the waiting time).
Working pressure in the credit department is high, a credit officer has to take on many
stages from consulting, receiving and supplementing documents, appraising...
Opportunity:

•

As society is developing, consumers are tending to integrate into the 4.0 economy, the

demand for car loans is increasing.
• Xuan Thuy branch has a favorable geographical location with a densely populated and
traffic system, so it is very convenient in transaction activities, thereby facilitating the
development and further expansion of banking services. car loan

24

•

The fact that Vietnam is officially the 150th member of the WTO and Vietnam
assumes the role of President of the United Nations Security Council for the second

-

time has opened up the most opportunities for banking activities:
More and more foreign enterprises and joint venture companies are established and

-

operating in Vietnam, which is an opportunity for ACB to attract new customers.
Have the opportunity to approach, learn and improve new and modern products and

-

services.
The integration will bring ACB many opportunities to express themselves and reach
out to countries in the region and around the world.
Threats:
The expansion of auto installment loans has achieved many encouraging
successes. However, besides that, this activity also exists some threats as follows:

Disbursement method:
- Risks stem from customer conduct
- The employee lost the customer's car registration appointment letter
• There is no association or cooperation with insurance companies.

• Limited market share.
• There is no specific name for the auto loan installment loan product to distinguish it.
•

from other similar products of other banks.
• The method of indirect lending through car dealers has not been implemented yet.
2.4 KPI and KPR
2.4.1 Key performance Indicator – KPI
My goal during the internship is to try to contact 5 customers and convince them
to use the car loan service at the bank. In addition, I want to gain more knowledge
about ACB's car loan service after the internship ends, and at the same time improve
communication and persuasion skills with customers.
2.4.2 Key performance results – KPR
After 3 months of internship at Asia Commercial Joint Stock Bank (ACB) - Xuan
Thuy branch with the topic "Improving car loan services for individual customers of
Asia Commercial Joint Stock Bank (ACB), Xuan Thuy Branch, Hanoi", I basically
achieved the following results:
•

The first is to learn, accumulate a lot of experience and knowledge about car loan
products and services for individual customers, know how to exploit available
information sources to serve work. In addition, I have improved a lot in
25