NEW EMPLOYEES TRAINING PROCESS IN CREDIT DEPARTMENT AT VIB HOAN KIEM BRANCH

FOREIGN TRADE UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION
-----------***-----------

INTERNSHIP REPORT
NEW EMPLOYEES TRAINING PROCESS IN CREDIT
DEPARTMENT AT VIB HOAN KIEM BRANCH

Full name:

Bùi Mai Trang

Student’s ID:

1001060159

Class:

A13 – High Quality Program – Course 50

Instructor:

MSc. Nguyễn Khánh Hưng

Hanoi, August, 2014


TABLE OF CONTENTS
CHAPTER I: Overview of Vietnam International Commercial Joint Stock Bank
(VIB) – Hoan Kiem Branch ............................................................................................... 1
1.1. History and development of Vietnam International Commercial Joint Stock

Bank (VIB) ....................................................................................................................... 1
1.2. Introduction to Vietnam International Commercial Bank – Hoan Kiem Branch
........................................................................................................................................... 4
1.2.1.

Main activities ................................................................................................. 4

1.2.2.

Organizational structure ................................................................................. 5

1.2.3.

Bussiness perfomance ..................................................................................... 7

CHAPTER II: Analysis on the process of training new employees at VIB Hoan Kiem
Branch ................................................................................................................................ 10
2.1.

Assessment of needs for training ....................................................................... 11

2.2.

Ensuring readiness for training ......................................................................... 11

2.2.1.

Introduction of credit cards to new employees ............................................ 11

2.2.2.

Introduction of treatment policy of the bank ............................................... 12

2.3.

Implementing training program........................................................................ 13

2.3.1.

Finding potential customer channel ............................................................ 13

2.3.2.

Consulting customers.................................................................................... 14

2.3.3.

Meeting customers, getting profile ............................................................... 15

2.3.4.

Completing customers’ documents............................................................... 16

2.4.

Evaluating results of the training program ...................................................... 16

2.4.1.

Strengths ........................................................................................................ 16

2.4.2.

Weakness and reasons .................................................................................. 17

CHAPTER III: Recommendation to improve the process of training new employees
in Credit Department........................................................................................................ 20
CONCLUSION AND SUMMARY OF INTERNSHIP ................................................. 23
REFERENCES .................................................................................................................. 25


PREFACE
In recent years, Vietnam’s banking system has been carried out many reforms,
especially in the field of credit card. The credit in general or the bank’s credit in
particular has any effect to economy of Vietnam. And it also promotes the rotation of
capital in economy.
To research about banking credit, I choose Vietnam International Commercial Bank –
Hoan Kiem Branch to inter. In VIB Hoan Kiem Branch, I have opportunities to capture
and learn about the process of new employees about credit card. Starting from this, I
decided to choose the topic: “New employees training process in Credit Department
at VIB Hoan Kiem Branch”. This report will help me understand the process of bank
operation, the steps to performance this operation. Then I can make some
recommendations to improve this process and the operation system of VIB Hoan Kiem
Branch
This report is divided into three chapters as follows:
Chapter 1: Overview of Vietnam International Commercial Joint Stock Bank
(VIB) – Hoan Kiem Branch
Chapter 2: Analysis on the process of training new employees in Credit
Department in VIB Hoan Kiem Branch
Chapter 3: Recommendations to improve the process of training new

employees in Credit Department in VIB Hoan Kiem Branch
To complete the report, first of all, I would like to thank the Board of Directors and the
Credit Department of VIB Hoan Kiem Branch which has facilitated me internship at
the bank in recent times. In particular, I would like to thank Mr. Vu Quoc Anh, who


enthusiastically guided and gave feedback, provided the data, documents and taught the
valuable experience during my internship at the bank. And I also give special thanks to
MSc. Nguyen Khanh Hung who guides, comments and answers to my question in the
process of writing topics.
Despite trying to improve the report, the times of practice and understand is still
limited. Therefore, this report is still not free from errors. I look forward to hearing the
further comments to more complete my report.


CHAPTER I: Overview of Vietnam International Commercial Joint Stock Bank
(VIB) – Hoan Kiem Branch

1.1.

History and development of Vietnam International Commercial Joint Stock
Bank (VIB)

Vietnam International Commercial Joint Stock Bank, abbreviated as Vietnam
International Bank (VIB), was founded on 18th September 1996, with its head office
based at 16 Phan Chu Trinh, Hoan Kiem District, Hanoi.
By 20th October 2011, after 15 years of operation, VIB has become one of the leading
commercial joint stock banks in Vietnam, with total assets of more than VND 100,000
billion. The bank’s charter capital is now VND 4,250 billion while its shareholders’
equity is more than VND 8,200 billion. Currently, the bank has 4,300 people working

at nearly 160 branches and transaction offices in 27 key provinces/ cities across the
country. During its operation, VIB has won a range of titles and awards from
prestigious organizations nationally and internationally, including "Strong Brand of
Vietnam", "Bank with The Most Satisfying Retailing Services" and "Bank with
Excellent International Payment", and ranked the 3rd among 500 biggest private
enterprises in Vietnam in terms of revenue as voted by VietnamNet...
2010 marked a significant development milestone of VIB by a strategic partnership
with the Commonwealth Bank of Australia (CBA) - the Number One retail bank in
Australia and the world’s leading bank with over 100 years of experience. CBA has
officially become a strategic shareholder of VIB with an initial stake proportion of
15%. After one year of being an official strategic shareholder, on 20th October 2011
CBA made an additional investment of 1,150 billion dong in VIB, increasing its stake
to 20% from 15% in order to further strengthen the capital base and capital adequacy
ratio (CAR), and expand business opportunities and operation scale for VIB. This
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strategic partnership facilitates VIB’s improvement in capital, technology, and risk
management… in order to successfully implement the long-term plans in the bank’s
business strategy and especially to improve the customer service quality in line with
international standards.
Being one of the pioneers in reforming business activities, VIB always takes its
customers as the focus and its service quality and innovative solutions as the business
motto, with the determination to "become the most innovative and customer-centric
bank in Vietnam". Since its foundation, one of the missions defined by the bank’s
leaders is to be “excellent in providing innovative solutions to satisfy customers’
maximum needs”. Therefore, VIB has been enhancing its efficiency in the use of
capital and management capacity and continuing to focus on the development of retail
banking networks and new products through diversifying distribution channels in order
to provide financial solution packages to focused customer groups, and simultaneously

improving the service quality to increasingly better serve customers.
Brand positioning statement
VIB is one of Vietnam’s top joint stock commercial banks that always puts
its customers’ needs first. VIB’s professional staff build lasting relationships by
listening to customers and working with them in a thoughtful, open and collaborative
manner. VIB’s deep understanding of local needs, global perspective and commitment
to simplifying the banking experience enable VIB to help our customers plan their
future, achieve their dreams and focus on the more important things in life.

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VIB’s logo
Figure 1.1: VIB’s logo

(Source: www.vib.com.vn)
The logo is formed by 3 letter V’s representing the connections, resources and
relationships VIB offers their customers and partners. In the center of the three V’s,
there is a heart image, indicating that customers are always in the heart of VIB.
Emotionally, the three V’s forms a human shape with welcoming arms, symbolizing
the human spirit, and expressing the concept "Human Connection" in VIB’s brand. The
word “VIB” is designed with a curved, slender shape, and the stylized “V represents a
smile to welcome the customers.
The blue and three shades of warm, energetic orange colour creates an open space,
bringing the sense of an open, easily accessible, friendly and cooperative environment.
Brand personality attributes:
- Genuine: VIB earns customers' respect by acting with integrity, professionalism and
sincerity.
- Nurturing: VIB takes a long term view and help customers grow and succeed.
- Modern: VIB seeks and leverage on the best banking practices and advanced

technologies.
- Performance oriented: VIB is committed to going the extra mile and delivering
results.

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- Intuitive: VIB stays in tune with the changing needs of customers and adapt
accordingly with new products and services.
1.2. Introduction to Vietnam International Commercial Bank – Hoan Kiem
Branch
Vietnam International Commercial Bank Hoan Kiem Branch (abbreviated as VIB
Hoan Kiem) was founded on 27th December 2014, is one of 35 branches of VIB in
Hanoi. VIB Hoan Kiem was founded based on the demand of increasing market size of
VIB to meet the developing requirement of a business, and based on actual needs of the
market for VIB’s products.
1.2.1. Main activities
First of all, about the functions and duties of the branch, VIB Hoan Kiem properly
implements activities to strengthen VIB’s position in the market in general, and makes
the branch itself a more complete, effective branch to meet the requirements of the
economical market in particular.
The branch has these following activities: Raising capital: VIB Hoan Kiem raises
capital from internal and foreign organizations as well as individuals in Vietnam Dong,
foreign currencies and other financial instruments under legal law; Receipt of
investment and development trust capitals of internal and foreign organizations;
Borrowing capital from headquarters and other credit institutions: Under necessary
circumstances, the branch may ask for support from headquarter and other credit
institutions by requesting a transfer of funds from headquaters and credit institutions to
cater its business activities; Short, medium, and long-term loans: Main activity of
banks is to borrow in order to lend. Nearly 70% of the banks’s income comes from the

lending activities. Therefore, this can be considered the typical and basic activity of the
bank; Venture capital contribution under legal law: The branch which may not afford

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to fund a project can associate with other banks (co-funding to make loans under legal
law); Discounting commercial bills, bonds and other valuable papers: Bank makes
payment between individuals, organizations, and businesses by discounting
commercial bills, bills of exchange and other valuable papers.
1.2.2. Organizational structure
Figure 1.2: The organizational structure of VIB Hoan Kiem Branch

Board of
Director
Directly under
Transaction Unit

Branches

Office

Credit
Depart
ment

Internal
Accoun
-ting
Department

Extetnal
Relations and
International
payments
Department

Currency
and
Treasury
Department

Departmen
t of
Planning
and
Customer
Service

Internal
Inspection
and Audit
Department

(Source: www.vib.com.vn )

VIB Hoan Kiem Branch has the following departments: Office; Credit Department ;
Internal Accounting Department; External relations and international payments

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Department; Currency and Treasury Department; Department of Planning and
Customer Service; Internal Inspection and Audit Department
Departments are managed by the Heads of Office with the support from Vice Heads of
Office. The Heads of Office are in charge of executing the assigned tasks. They also
have the right to assign tasks to the officers as well as to manage, follow, and assess
the performance; and simultaneously be responsible in front of the Directors for the
final of the tasks.
Each department in the branch is responsible for different functions and duties which
support the branch to successfully implement its activities.
Board of Director includes: one Director and two Deputy Directors. Director is the one
who leads, performs his duties and authority under legal law and under the superior
bank. Director has the right to assign, authorize deputy director to settle and to sign a
number of documents under his jurisdiction. Board of Director executes the work
under a monthly, quarterly, or annual plans and programs which are set by the superior
banks. Deputy Director is the one who assists Director. He is in charge of a number of
operational activities, and is responsible to the Director as well as legislation for the
assigned tasks.
Office performs tasks such as collecting profiles of employees under VIB’s statutes,
holding recruitment contests, tracking reports concerning issues about regulations,
salary,...; managing fixed and current assets as well as equipments, products, materials
of VIB
Credit Department is responsible for making annual credit plans and executing the
plans, building profession credit process, directly verify and make loans for individuals
and organizations,...

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Internal Accounting Department is responsible for making direct transactions with
customers, doing some work relating to financial management, managing internal cash
flow of the branch.
External relations and international payments department is responsible for executing
external relations and international payments profession, such as: Making import and
export payment transactions under granted limit; Purchasing and selling foreign
currencies; and Collaborating with Accounting Department to transfer money overseas.
Main responsibilities of Currency and Treasury Department are to do researches on
economy, financial-currency market, making business strategy plans, building
quarterly, annual and long-term plans for the branch, informing targets for the direct
under units.
Internal inspection and audit department is in charge of inspecting and auditing the
business activities of the branch and other unit directly under the branch in order to
ensure all regulations and legislations are correctly applied.
Each department is responsible for different duties, but the mission of all departments
is to reinforce VIB’s position in the market as well as to build a stronger, more
effective branch to meet the demand of the market economy.
1.2.3. Bussiness perfomance
VIB Hoan Kiem officially went on operation on 27th December 2004. After nearly 10
years of operation, VIB Hoan Kiem has been affirming its position as one of the
sustainable growing branches in the system.
With 28 employees, VIB Hoan Kiem has been striving to successfully complete the
assigned targets. In order to improve the service quality, the Customer Service
Department has put a huge effort in bulding a good image of a bank with friendly and
enthusiastic staff in customers’ thoughts. With a professional knowledge, the tellers

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have been all able to answer customers’ questions. In return, customers’ feedbacks are

a very good guide for the branch to improve its quality. With all those practical work,
VIB has been earning lots of love and support from its customers.
In the recent years, especially in 2012, in the context of the economy being more
difficult with slower growth, higher inflation, VIB in general and VIB Hoan Kiem in
particular still have achieved a stable growth in capital.
VIB Hoan Kiem has made some remarkable achievements. In the situation of
economic downturn and hard time for the banking system, VIB Hoan Kiem in its 3
years operation always fulfils and exceeds the targets appointed by VIB. As in its
annual report of 2012 – 2013, VIB Hoan Kiem reported some of its key figures:
Table 1.1: Before-tax profit over the years of 2012, 2013
(Unit: million VND)
Year

Deposits

Loans

Before-tax profit

2012

114.650

26.583

65,965

2013

149.189

67.092

97,137

(Source: VIB Hoan Kiem Annual Report 2012, 2013)
With some improvements conducted in 2013 which focus on bad debt control, credit
growth and risk management, VIB Hoan Kiem has made considerable progress:
deposits increase by 30.13% from 114,650 million to 149,189 million VND, credits
have growth of 152.34% compared to 2012 from 12,583 million to 67,092 million,
which then leads to the increase of 47.26% in before tax profit.
Together with usual tasks like mobilize deposits, issue ATMs, make individual loans,
members of VIB Hoan Kiem focus on developing relationships with new customers
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and services like Payroll (salary payment), Internet banking, electricity and water bill
payment, international debit cards, etc.
One of the key values that VIB Hoan Kiem pursuits is customer satisfaction, and with
the great efforts of all members at VIB Hoan Kiem, the branch has been ranked first in
customer satisfied services among all branches and transaction offices in the region.

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CHAPTER II: Analysis on the process of training new employees at VIB Hoan
Kiem Branch
Credit Department has many areas but in this report I only focus on credit card area.
The new employees in Credit Department – who are focused on the credit card area –
will be trained. VIB Hoan Kiem Branch should fully implement the steps of training

new employees that avoid the risk as well as the errors occurring to customers and this
may reduce the quality and prestige of VIB. Therefore, the process of training new
employees in Credit Department about credit card area is as follows:
Figure 2.1: Process of training new employees in Credit Department in VIB Hoan
Kiem Branch

Assessment
of needs

Ensuring
readiness

•Recruitment

•Introduction of credit cards to new employees
•Introduction of treatment policy of the bank

•Finding potential customer channel
•Consulting customers
Implement- •Meeting customers, getting profile
ing
•Completing customers' documents

•Strength
Evaluating •Weaknesses and reasons
results

(Source: Author)

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2.1.

Assessment of needs for training

The allocation of credit card to customers requires hiring many employees to be able to
spread the information to a certain number of customers. So, in the Credit Office of
VIB Hoan Kiem each round will be the target of a number of recruiting suitable staff.
The progress of the office will be assessed through performance table for all to know.
This is a major form of business networks and requires the flexibility, agility and
alertness employees. Therefore, most employers will object mostly junior and senior
student focused economic students or those who do not have a stable job and lot of
spare time. But most of the staff who is issuing the credit cards to customers are
working part time and they have a lot of spare time. The way is to provide information
via the bank's website or through the main club at the university. To recruit staff for
this position, VIB Hoan Kiem will enroll fulltime personnel and part time employees.
Most of these workers are recruited through two rounds including Profile and
Interviews. For employees who work full time, they are always required more
qualifications than part time employees. Besides, they can also participate in the
contest as permanent employees at the credit office through several other rounds. But
the majority of part time workers are students not graduating so they only work for
VIB staff and only for certain days of the week. And recruitment of VIB Hoan Kiem
mainly focuses on the junior or senior students at the business school.
2.2.

Ensuring readiness for training

2.2.1. Introduction of credit cards to new employees
The readiness for training is a combination of employee characteristics and positive

work environment that permit training. As stated above, most employees who are
recruited are junior and senior students from economics or banking and finance
universities, therefore they have been well educated about their major. In order to
provide a positive work environment, VIB Hoan Kiem Branch has designed training

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sessions to introduce to their new employees about the basic information of credit
cards as well as the treatment policy.
The first session is introduction of credit cards. Normally recruitment usually adds
from 15 to 20 new employees. There will be a meeting with all the new part time
employees and refer to them more information about their work. The person who holds
instructions as well as guidelines for new employees is usually deputy chief or formal
staff having extensive experience of the credit office. At this, employees will better
understand the working. They need to know what a credit card is, the advantages of
credit cards, type of credit card, so on. Following the guide, each new part time staff
will have a new look as well as greater understanding of the work they need to do to
achieve the most effective results. Also they will be required to research more
documents about credit cards and apply it in practice. Time for the introduction and
instructions are usually only one session. Also, if the employee has multiple problems
and difficulties during the time of working, they can still continue to ask for his/her
chief or predecessors to make the work better and achieve higher revenues. At VIB
Hoan Kiem branch, predecessors always create good conditions for new employees to
learn and they are all willing to answer their questions.

2.2.2. Introduction of treatment policy of the bank
Each employee involved in a company is expected to be aware of company policies
that spark their treatment. Therefore, joining the staff of issuing the credit card, VIB
Hoan Kiem also tells them about the treatment policy. Each employee participating in

this work is always painted a bright picture for their future.

Because the majority of the personnel involved in the recruitment of this position is
most junior or senior students, they are making the most of one part to cover their life
and one part to get experience leaving school to find a job that suits them. In VIB Hoan

12


Kiem, if the part time employees for issuing credit card to customers do well, achieves
high sales, they will be admitted as probationary employees when graduation.

After a probationary period, if they do well and achieve better performance, they will
officially become employees at the credit office. Besides, if the employee recommends
the credit card to customer, they will have approximately by 75% charge card used a
year. That is a big incentive for the employee and if they work well, they can get a high
salary and stability. Therefore, most of the economical students majoring in banking
and finance are applying for this position so that they get the same experience as early
exposure to environmental funding later in order to work better and more favorable.

2.3.

Implementing training program

2.3.1. Finding potential customer channel
After being guided, new employees will apply the knowledge learnt in approaching
customers. However, to support them, there are always predecessors to show them
what to do and how to do the job well. The first task is to find potential customer
channels.
Because this is a form of business activity in the network, the way to find customer

channel is very important. This requires that employees must be active and agile as
well as good communication and wide relationship. VIB Hoan Kiem also has methods
as well as guidelines for employees to find new customers. Initially when being
recruited, bank requires the employees to apply with household copies, this is the one
to watch suitable credit card or not. According to the guidance, chief or instructor will
teach employees how to convince their family first. Then find the teacher and staff
channel in schools. To find more resources especially customers who are suitable for
customers using a credit card, the employees are required to know how to take

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advantage of all their relationships. Doing this will help the employee become more
active, more agile and more relations will be extended as well as better diplomatic will
be achieved. If they still have difficulty in finding customers channel, the employees
are also asking predecessors to get the list of telephone number or mail address to
reach. However, most banks have a large number of information clients to be able to
access and advertising in the form as well as to the service they have with customers.
To find a suitable client channel to its service as well as their comfort with exchanging
information, the employee must be very clever and flexible. Most customer channel
that employees should look to the credit card will be those who have a large savings
account, high financial capability to pay back the money used for the bank.

2.3.2. Consulting customers
After finding a potential channel, consulting for client is an indispensable step in the
process of issuing credit card. It can be the most important step towards making the
customer profile. So VIB Hoan Kiem always guides their staff about counseling skills
to clients. For every different customer channels they need to have a different
consultant to make them really satisfy and use their services. VIB Hoan Kiem also has
a lot of orientation for new employees on their counseling skills. First they have to

know the way to call the customer. After searching client channel, staff will have
information about them to be able to exchange. And the first exchange form is calling
to customer. VIB Hoan Kiem held an orientation session "Skills to overcome the denial
of customers when making a phonecall". At orientation, new employees will be given a
reference document as well as guidelines for how to call their customers more
effectively. The instructor will teach employees the way to persuade customers to use
credit cards of VIB.

For example: "Hello, I am calling to you from VIB Hoan Kiem Branch. Can I talk to
you for a minute?” Or when the customer receives the call, but they do not need to use

14


the credit card that employees can say:" It is caused by cultural using cash in Vietnam
and the majority of customers should feel like you. However, you just try to go
shopping with the card a few times, I'm sure that you would like to use it soon. For
example, sale off is attractive, but if you wait for the salary you will miss the chance.
You can use a credit card right away."... There are many ways for employees able to
gain trust and credibility with customers so they must be very clever and more flexible.
After the orientation session on counseling skills via phone, new employees also
further guidance on how to send mail to the customer. Normally each email has a
different style, however there will be a sample email. With that sample one, they will
compose their email form to mail the appropriate customer channel to meet different
requirements and customer satisfaction. Importantly, they should call the customer
before sending mail. This way is a quick way to service to the customer so employees
should be skillful in writing sent mail. It will provide a great advantage.

2.3.3. Meeting customers, getting profile
After contacting with the client, finding the right prospects customers and demand for

credit cards, employees need to have an appointment to meet with clients directly.
Employee meets customer to advise directly and to get information on the profile. In
addition, employees can make an appointment directly with clients in their banks.
When customers see staff for advice, employees need to skillfully guide the customer
and complete the information as well as procedures to obtain credit cards. According to
VIB, the profile of customers to make credit card should be a full set of: registration to
open and use bank services; copy of ID card or passport; 01 3x4 cm photos taken
within the last 6 months; contracts of using card; profile of guarantee loan or certify
salary, social welfare organizations and labor unit.

When having all paper, staff will guide customers to fill out the registration dossier,
prepare the enclosed paper to come full profile. For employees who are long-time

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employees, they also receive other fees from banks such as petrol money, travel and so
on when meeting the customers. During meeting a few customers, some bad situations
can be happened. For example, if the customer does not have proof of permanent
residence, you could still use paper instead of water power for 3 months. Employees
need to create the best conditions for their clients to make satisfy with the service and
feel comfortable. Clients will complete the most complete profile and return the
employee to carry out the procedures for opening a credit card.
2.3.4. Completing customers’ documents
After the profile is complete, employees will apply that to the bank. With the
remaining procedures to complete the credit card, the bank will complete. If the profile
is complete and eligible, customer will quickly get credit card to be able to use
immediately. As with the case of error or confusion, the customer will be corrected to
complete the procedure as quickly as possible. In time using credit cards (maybe within
1 month), if customers have any questions or problems, they can directly contact the

employee who make procedures and documentation. Then contact the bank. The
intermediate staff can help customers to easily contact as well as their concerns are
resolved as quickly as possible.

2.4.

Evaluating results of the training program

The process of training new employees in Credit Department in VIB Hoan Kiem
branch has the strengths and weakness. VIB Hoan Kiem will effort all strengths and
continues to improve gradually weakness to bring good products to serve the needs of
our customers.

2.4.1. Strengths

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“With training so essential in modern organizations, it is important to provide training
that is effective. An effective training program actually teaches what it is designed to
teach, and it teaches skills and behaviors that will help the organization achieve its
goals” (R.A. Noe, J.R. Hollenbeck, B. Gerhart, and P.M. Wright, 2011, p189).
Together with the careful training program for new employees about the credit card,
VIB in general and VIB Hoan Kiem in particular is operating with prestigious and is
always considered to be a leading brand in the country. VIB brands already familiar to
the majority of the population, reputed in the market especially in the agricultural
sector and rural areas. The cost of card is middle, basic service full and quite diverse.
And, this training is always held when new employees were just recruited.

Besides, the quality of the credit card is better to meet the customer demands. When

using this service, customers always satisfied with the quality and attitude of the staff
team as well as the system receives contributions feedback. Customers are provided
with information and guidance that details related to card issuance. Banks also have
incentives to enlarge customer reliable policies such as interest rate, the credit limit and
so on. About the procedure of service: The implementation procedures issued credit
cards through intermediate personnel to create customer satisfaction by shortening
working time as well as the full implementation of the requirements of banks. Prestige
and brands of VIB Hoan Kiem and working style of modern civilization has
increasingly attracted numerous customers to the transaction. Service is increasingly
growing in both quantity and quality.

2.4.2. Weakness and reasons
Besides the strengths, the process of training new employees in Credit Department in
VIB Hoan Kiem still have some issues that requires banks to measure efforts with the
flexible ways.

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Firstly, about the procedures: Although the process has made improvements, there are
still complicated procedures, customers must prepare and write a bit more paper to
complete procedure. For examples customer have to photo or scan too many papers to
prove his financial problems. And this training program also stereotypes, lack of
creativity that causes boredom for participants. The content provided is still incomplete
and limited, so there are many difficulties for employees directly when starting the job.
This training is just for the short term, there is no more advanced and developed over
the years to improve the situation. Besides, the choice of guide is predecessors. This
situation leads to the instructor no pedagogical skills, no ability to help employees
understand their processes to make it difficult to acquire and process real work.

Secondly, about the staff: Because the majority of workers in positions are junior or
senior students, they have not really experienced in doing the work and lack of
profession. The customer-oriented activities mostly consisted of directives from the
board or the spontaneous nature of each employee. Besides, employees also exposed
some weaknesses, the thought of the customer need bank still have to exist in a number
of employees. Today this really makes a big effect on the quality of service as well as
giving a bad image of VIB in the eyes of the customer. Also it still has the staff not
grasp clearly what to do so it leads that client's misunderstanding of banking services
goods. Besides, Vietnam has not had the training or work-intensive to the main card so
in this area VIB has to organize training sessions for its employees.

Finally, the training program for new employees does not apply more advanced
technologies as well as of science, so virtually it is only at the level of oral
communication, traditional and primitive. Facilities for the training program did not
meet the requirements of new technologies. Training time is in just a short time, no
assessment of the employee's ability to communicate as well as full employees. In
some cases, the employees are not trained due to insufficient training place or workers

18


have time to show that you cannot also be instructed not to. In addition, VIB Hoan
Kiem has not provided many operational costs for this training.

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CHAPTER III: Recommendation to improve the process of training new
employees in Credit Department
In order to help VIB Hoan Kiem improve the quality of credit card as well as develop

procedures issued credit cards to customers, there are some recommendations about
training new employees to VIB Hoan Kiem as follows:
Firstly, the process of training new employees in Credit Department should be
innovation and improvement. Besides it is necessary to improve and simplify the
process of training new employees in Credit Department. About improvement: Raising
staff awareness of regulatory requirements is to be provided quality products and
services to customers more perfect such as minimizing waiting time and travel
customers as well as the papers administrative procedures, form routine scientific
work, consistent across branches and transaction offices clearly defined responsibilities
and tasks each department, adherence to the process and documents. They should
strengthen cooperation and relations between the departments reduce troubles, harassed
customers, all working towards the quality of service. Implementation of control
measures, detection and timely treatment while performing the process is to ensure the
process takes place smoothly. They need to have many specific training programs with
all the understanding documents and associated with more realistic theory. About
simplification: the training process for new employees should not have too many prolix
steps. The chef of Credit Department should provide training programs that is simpler
and easier to understand. The guidelines should define the key issues related to the
more realistic for employees. Training should focus on the issue of procedures for card
customers, customer records and consult customers not to mention too much about
treatment or compensation. Because the goal of a business provides the greatest benefit
to our customers and are eager to get back to their absolute satisfaction.
Secondly, VIB Hoan Kiem should train manpower. Person is always the deciding
factor in all matters, especially in the banking sector. Because service quality is
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actually very difficult to define, difficult to measure and the human factor will really
make a difference in the confidence of bank customers. VIB Hoan Kiem should
continue to pay attention to the training staff and implementing test. In addition to their

professional qualifications, each employee is the most important marketing forces. To
understand the customers, understand the product positioning, communication, consult
the best product, each staff is also able retain customer, create customer loyalty in the
context of fierce competition. To meet these requirements, a bank employees need to
improve these following skills and characters:
-

Listen: Friendly, enthusiastic, approachable, always put himself/herself in the
customer's location to detect the needs of customers

-

Honesty: the honest, dedicated, shared with clients in counseling and guiding
clients.

-

Willing to explain to the customer about the product properly understood, even
providing accurate information about the relevant field and within their allowed.

-

Flexible: bank employees to be quickly and handle effectively work to meet the
rigorous requirements of customers.

-

Having expertise: employees should qualify foreign language proficiency,
indepth business and bank to be able to answer and explain to the customer what
they need to know.

The objectives of new employees should know his identity with the bank, about credit
cards and understand the products they are responsible, the characteristics of customers
and competitors and how to introduce effective products.
Finally, VIB Hoan Kiem should also gradually applied science and technology into the
training programs of their new employees. They need to organize more workshops
sessions, training sessions and not just a simple introduction when recruiting the
employees. Besides, there may be on-line training program, find out the competitors to
develop strategies to attract customers using their services more effectively. They

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