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1. MINISTRY OF EDUCATION AND TRAINING
VAN HIEN UNIVERSITY
FACULTY OF FOREIGN LANGUAGES AND CULTURES
INTERNSHIP REPORT
Báo Cáo Thực Tập Tiếng Anh
Chăm Sóc Khách Hàng Tại Ngân
Hàng
Tham Khảo Thêm Tài Liệu Tại Luanvanpanda.com
Dịch Vụ Hỗ Trợ Viết Thuê Tiểu Luận, Báo Cáo, Khoá Luận, Luận Văn
Zalo/Telegram Hỗ Trợ : 0932.091.562
Dated Jan 2022

2. MINISTRY OF EDUCATION AND TRAINING
VAN HIEN UNIVERSITY
FACULTY OF FOREIGN LANGUAGES AND CULTURES
PROCESS FOR CONSUMER LENDING AT NATIONAL
CITIZEN BANK
Intern’s full name:
SID:
Supervisor:
Date submitted:
VHU, 2022

4. ABSTRACT
Consumer credit had appeared from the developed countries from the 70 's of
the previous century. In Vietnam, commercial banks started about 15 years, and at
present, this service is that all the banks all want to grow. Vietnam with a
population of about 90 million and income of people growing huge market would
be advisable for the commercial banks and credit organizations all harness
For National Citizen Bank, expand consumer lending is the first goal of this
Bank and long in the coming period in order to become a universal bank in the top
modern Vietnam.
Therefore, the subject of "the process of consumer lending operations at
National Citizen Bank. " was I choose aims to research, learn the consumer lending
operations in the National Citizen Bank. From that put forward the
recommendations and proposals for the development of this activity..

5. TÓM TẮT
Hoạt động cho vay tiêu dùng đã xuất hiện từ các nước phát triển từ những
năm 70 của thế kỉ trước. Ở Việt Nam, hoạt động này mới chỉ được các ngân hàng
thương mại chú ý khoảng 15 năm trở lại đây, và hiện nay, đây là mảng thị trường
tiềm năng mà tất cả các ngân hàng đều hướng tới. Việt Nam với dân số khoảng 90
triệu người và mức thu nhập của người dân ngày càng tăng hứa hẹn sẽ là sân chơi
bán lẻ rộng mở cho các ngân hàng thương mại nói riêng và tất cả các tổ chức tín
dụng nói chung.
Đối với Ngân hàng TMCP Quốc Dân, mở rộng cho vay tiêu dùng là mục tiêu
trước mắt và lâu dài của ngân hàng trong thời gian tới nhằm phấn đấu trở thành một
trong những ngân hàng đa năng hiện đại hàng đầu Việt Nam.
Chính vì vậy, đề tài “Quy trình của hoạt động cho vay tiêu dùng tại Ngân
hàng TMCP Quốc Dân” đã được lựa chọn nhằm mục tiêu nghiên cứu, tìm hiểu
hoạt động cho vay tiêu dùng ở Ngân hàng TMCP Quốc Dân, từ đó đưa ra các kiến
nghị và đề xuất để phát triển hoạt động này.

6. ACKNOWLEDGEMENTS
To complete the graduate internship report, I have received a lot of support
from teachers, family, friends...
I would like to extend my sincere thanks to teachers of Van Hien University
have enthusiastically communicated to me of knowledge, experience of a lifetime
during the 3 years of training under the roof of the school.
During the fact-finding in the company, I have learned a lot of knowledge and
gather more information needed to cater for my thematic. Even there are just 4
weeks, this is the good opportunity to approach the author and reality of a business
unit economics.I would like to extend thanks to the directors of National Citizen
Bank supply all officials and employees create favorable conditions for authors
complete this symposium.
Finally, please send thank all family and friends sincerely for their support,
help me during the past.
Full name of student

7. COMPANY’S COMMENTS
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Ho Chi Minh City , …………….., 2017
Signature

8. SUPERVISOR’S COMMENTS
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
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___________________________________________________________________
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9. TABLE OF CONTENTS
1.GENERAL INFORMATION ABOUT NATIONAL CITIZEN BANK..............1
1.1.Overview...............................................................................................................1
1.2.Visions and missions..........................................................................................2
1.3 Commitment and responsibility ........................................................................2
1.4. Core values.........................................................................................................3
1.5 Culture .................................................................................................................3
1.6.Orientation...........................................................................................................3
1.7.Organization structure...........................................................................................5
II. Credit process National Citizen Bank ....................................................................6
III.INTERNSHIP PROCESS AT NATIONAL CITIZEN BANK Error! Bookmark
not defined.
1. Details of the internship practice..........................Error! Bookmark not defined.
IV.INTERNSHIP SUMMARY.................................Error! Bookmark not defined.
V.EVALUATION:....................................................Error! Bookmark not defined.
LIST OF REFERENCES ..........................................Error! Bookmark not defined.

10. 1
1.GENERAL INFORMATION ABOUT NATIONAL CITIZEN BANK.
1.1.Overview
National Citizen Bank.
• Short name: NCB
• Head: 28C-2 Ba Trieu Street, Hang Bai Street, Hoan Kiem District, Hanoi.
• Phone: (04) 62693355 Fax: (04) 6269 3535
• Website: www.ncb-bank.vn
• Email: ncb@ncb-bank.vn
Figure 1. National Citizen Bank’s logo
Overview
National Citizen Bank was established in 1995 under license number
00057/NH-CP on 18/09/1995 of the State Bank of Vietnam under the name
the Bank of the river. Then, from a rural Bank, National Citizen Bank has
transformed the scale of the urban Bank, renamed Navibank. Come 2014,
National Citizen Bank officially changed its name to National Citizen Bank.
Through 20 years of activity, the NCB has gradually confirmed the position of
the financial market on the brand-Vietnam's currency.
From the beginning of 2013, to meet the growing needs of the market
and maintain their position in the fierce market competition, National Citizen
Bank has begun restructuring the system with the goal of striving to become
one of the commercial retail bank most effectively. To accomplish that goal,

11. 2
the NCB has strived to focus on the core elements such as: changing the
organizational structure to separate the trading with and support,
improvements to the rules, processes, change business structure,
strengthening and capacity building of staff, strengthen risk management ,…
Category: capital mobilization, trust, loan, discounting the votes, venture
partner, payment services.
Status: after nearly 20 years of activities, the development of banks with
stable growth pace, helped National Citizen Bank get the confidence of
investors, customers and partners.
1.2.Visions and missions
The vision
The youth's Companion NCB business, young families and young
entrepreneurs in Vietnam, associated with the essential credit products and
financial solutions packages.
Missions
Become the most efficient retail banking in Vietnam in the field of
consumer credit (home and car) and Bank trust business catering for package
with flexible financial solutions, and consulting services.
1.3 Commitment and responsibility
With customers
NCB is committed to sustainable development in order to bring the
absolute safety for depositors and partners concerned.
NCB is committed to bringing its customers the perfect products and
services, utilities and variety, is a reliable partner and companion of the
customer-is "your bank"
With investors

12. 3
NCB is committed not to stop efforts to optimize profits for the
shareholders on the basis of stable business operations, sustainability, became
the leading banking efficiency.
With staff
NCB is committed to bring you a modern work environment, friendly,
learning, promotion opportunities and reasonable remuneration policies, is a
public house close, attachments.
With the community
NCB is committed to comply with the provisions of the State Bank of
Vietnam, the Government and other related regulations.
NCB is committed to making the social responsibility, participation in
social activities, the charity program that aims to build a community of
civilized progress.
1.4. Core values
Friendly-professional-creative-effectively-integrity
1.5 Culture
Quality-service-take control-innovation
& (One Team – One Goal-One Plan)
1.6.Orientation
Target customers: personal banking, business banking there scale
medium, small and super small and some big business selectively.
Main products and services: products related to financing, loans in the
field of consumer credit (home and car) and other banking services serve the
business purpose with short term financial solutions and flexibility in the
medium term, with the development of clients through consulting services
perfectly.

13. 4
Target market: Ho Chi Minh City, Hanoi, Haiphong, Da Nang, can tho,
industrial, high-tech zone and the central zone of the town
2018: business strategy With retail-oriented, customer-centric, National
Citizen Bank shifted the focus of activities on the standardization and the
innovation process of the service, products to meet the needs of clients when
performing the financial transaction at the NCB that is "friendly-Pro-safe-
effective". Active management strategy will focus on three main directions:
Accelerated business through retail channels, Mobile Banking,
customer priority and business activities in the capital. Construction and retail
products, consulting, consumer loans and financial solutions to support short
and medium-term for personal clients, SME clients, along with support for
large and medium enterprises selectively with quick, efficient criteria.
Handle the overdue debt: restructuring or selling debt to the VAMC and
perform legal activities to recover the debt.
Stable structure: improving the regulation process, rebuilding
Corebanking system and e-Bank, sued the entire air staff, new staff additions,
building personnel training activities to enhance the quality of customer
service.

14. 5
1.7.Organization structure
Figure 2. Organization chart
COUNCIL
ECRETARY DIRECTOR
ACCOUNTING VICE DIRECTOR
PROFESSIONAL
SYSTEM
TRANSACTION BRANCH
REPRESENTATIVE
OFFICE
SUBORDINATE
COMPANY
SUBORDINATE
COMPANY
THE TEST SYSTEM
OF INTERNAL
CONTROL
CONTROL

15. 6
II. Credit process National Citizen Bank
Step 1: contact with the client
In the process of contact with customers, credit employees learn of customers:
customer loan purpose? The work of current clients? Monthly income source from?
How much? There is enough liquidity for the Bank or not? ... Besides credit staff
have to conduct preliminary valuation of collateral of clients: market forces forever
of that property, the legality of the property make sure ...
Instructions prepare the papers need:
-Use of capital projects-the documents for loan projects such as economic contracts,
invoices, proof of the purpose of use of the loan.
-Household, the identity of the spouse (photo)
-Marriage Certificate (if not married must have police pick of the communes,
wards, the residence is still in single status)
-The proof of income sources, the papers relating to collateral, property guarantee
of a third party.
Step 2: set up your Newspaper credit employees appraised the property posted
management, Branch Director review.
The newspaper content must fully essential elements such as:
-General information about you: name, address of the individual loan demand
organization
-Legal documents on the property
-Description of the customer's assets
-Evaluation results ...
Step 3: Establish a credit record

16. 7
After being granted on the Sheet, review credit employees process the transaction
manager to review the decision. Browser profile consists of the following
documents:
-Credit appraisal process Sheet due credit staff establishment
-Paper loan proposal
-Option loans, plans to use the loan repayment Schedule,
-Document papers on collateral.
-Information (if available).
-Other documents.
Step 4: Set up the contract
After the pharmacy records approved for loans, credit staff notify customers know
about the loan amount, loan term, interest rate, interest rate, closing period ... at the
same time conducting the drafting of contracts, paperwork to process the transaction
manager.
-Credit contract/guarantee supply contracts (4)
-Asset/contract pledge assets (5)
-The petition to register transactions ensure (2)
-The text identifying the object of mortgage (2)
Step 5: notary contract of property mortgage
After completing the above steps, the client and the Bank conducted notary contract
of mortgage assets at the notary. The papers necessary for the public include:
-Request notarized contract, the transaction
-The credit contract.
-The mortgage contract.
-The text of the object determine the contract transactions.

17. 8
-Report on the inspection of the property.
-Certificates of land use and ownership
-Tax notice
-The recommendation of the Bank
-Testimony of notary
After completion of the necessary procedures, the notary stamp.
Step 6: register the transaction guarantee
-For the type of the property is land, housing:
Set up the petition to register the mortgaged property, land use rights attached to
land resources-environment, districts required to register the transaction guarantees.
The necessary documents:
-The mortgage contract.
-Registration of transactions ensured.
-The recommendation of the Bank.
-Land use right certificates and owns the House
-Notice the stamp fee, land.
-Other necessary documents.
Step 7: disbursements
Customer of Bank working paper proposed disbursement escrow receiving cum
debt and a record delivery of assets to ensure the transaction manager sign
disbursements.
Step 8: Save the record and to monitor the credits
The Treasurer proceed to save the record and to track client's repayment plan. Three
months credit officers to visit clients, and supervise the use of the customer's
capital.

18. 9
Step 3: Complete the payment
If the client complete payment or before maturity, the Bank conducted complete
partial interest rates for customers. If the client is slow to complete bank transfer
payment bad debt and track to take the necessary measures to recover the loan.