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HO CHI MINH CITY BANKING UNIVERSITY
DEPARTMENT OF FOREIGN LANGUAGES
Internship Report
Batch: K29 (2013-2017)
on
Retail Banking Services
at
BIDV
Dam Sen sub-branch
Prepared by
Student’s full name: LE THI KHANH LINH
Student’s ID number: 030429130213
Program: Business English
Internship Supervisor
Name: VO THANH TUAN
Title: Master of Arts
Department: Foreign Languages
Date of Submission: April 5, 2017

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ACKNOWLEDGEMENTS
The internship opportunity at Dam Sen sub-branch is a great chance for me to learn and get
precious experience when working in professional workplace.
I am heartily thankful to everyone who helps and motivates me to complete this internship
report. Without their support, I could never be able to accomplish this report successfully.
First of all, I would like to express my grateful thank to my Internship Supervisor - Mr. Vo
Thanh Tuan for useful advices and devoted guidance.
Secondly, I also would like to express my deep gratitude to all lecturers at Banking University
of Ho Chi Minh City for providing me variety of academic knowledge and guiding me to
apply them to reality.
In addition, I would like to give my sincere thanks to the Director of Dam Sen Transaction
Office and all staffs there who have provided me with the best conditions during my
internship despite their limited schedules. Especially, I wish my special thanks to my
supervisor – Ms. Nguyen Thi Thuy Tran who helped me a lot with her valued advices.
Last but not least, I would like to send my greatest appreciation to my family and friends who
always support me whenever I catch problems in my life. Wish you all have a healthy, happy
and successful life.

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INSTRUCTOR FEEDBACKS AND COMMENTS
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TP.HCM, ngày tháng năm 2017
Xác nhận của đơn vị thực tập

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PHẦN ĐÁNH GIÁ CỦA GIẢNG VIÊN HƯỚNG DẪN
Giảng viên chấm
STT Nội dung đánh giá Điểm Nhận xét
1 Tinh thần, thái độ làm việc tại
Cơ quan thực tập
/2.0
2 Mức độ chấp hành nội quy thực
tập và thực hiện các yêu cầu
chuyên môn theo hướng dẫn của
Giảng viên hướng dẫn
/2.0
3 Chất lượng báo cáo thực tập
- Trình bày /1.0
- Ngôn ngữ /1.0
- Nội
dung báo
cáo
a. Tổng quan về cơ
quan nhận thực tập và
bộ phận thực tập
/1.0
b. Nội dung công việc
được phân công và
phương pháp thực hiện
/1.0
c. Kết quả của đợt thực
tập, bao gồm:
Những kiến thức, kỹ
năng được củng cố
hoặc học hỏi được
Những kinh nghiệm
đã tích lũy được
Các đóng góp của
bản thân cho cơ
quan và các sáng
kiến, đề xuất giải
pháp (nếu có)
/2.0
Tổng điểm /10.0

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PHẦN ĐÁNH GIÁ CỦA GIẢNG VIÊN CHẤM 2
Giảng viên chấm
STT Nội dung đánh giá Điểm Nhận xét
1 Tinh thần, thái độ làm việc tại
Cơ quan thực tập
/2.0
2 Mức độ chấp hành nội quy thực
tập và thực hiện các yêu cầu
chuyên môn theo hướng dẫn của
Giảng viên hướng dẫn
/2.0
3 Chất lượng báo cáo thực tập
- Trình bày /1.0
- Ngôn ngữ /1.0
- Nội
dung báo
cáo
a. Tống quan về cơ
quan nhận thực tập và
bộ phận thực tập
/1.0
b. Nội dung công việc
được phân công và
phương pháp thực hiện
/1.0
c. Kết quả của đợt thực
tập, bao gồm:
Những kiến thức,
kỹ năng được củng
cố hoặc học hỏi
được
Những kinh nghiệm
đã tích lũy được
Các đóng góp của
bản thân cho cơ
quan và các sáng
kiến, đề xuất giải
pháp (nếu có)
/2.0
Tổng điểm /10.0

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Table of Contents
CHAPTER 1: AN OVERVIEW OF BIDV----------------------------------------- 1
1. General introduction about BIDV -----------------------------------------------------------------1
2. BIDV - Dam Sen sub-branch-----------------------------------------------------------------------2
2.1. Introduction--------------------------------------------------------------------------------------2
2.2. Products and Services--------------------------------------------------------------------------2
2.3. Organization structure -------------------------------------------------------------------------3
CHAPTER 2: JOB DESCRIPTION ------------------------------------------------ 3
1. Opening credit card----------------------------------------------------------------------------------3
2. Assisting Retailing Banking Office in setting up customers loans ---------------------------4
CHAPTER 3: METHODOLOGY--------------------------------------------------- 4
1. Steps to open credit card process ------------------------------------------------------------------4
1.1. Looking for customers -------------------------------------------------------------------------4
1.2. Setting up appointments -----------------------------------------------------------------------4
1.3. Instructing customers to finish documentations--------------------------------------------5
2. Steps to grant credit for customers ----------------------------------------------------------------5
2.1. Looking for customers -------------------------------------------------------------------------5
2.2. Scheduling appointments----------------------------------------------------------------------5
2.3. Instructing customers to finish documentations--------------------------------------------6
CHAPTER 4: ACHIEVED OUTCOMES ----------------------------------------- 6
1. Knowledge --------------------------------------------------------------------------------------------6
2. Skills ---------------------------------------------------------------------------------------------------7
3. Experiences -------------------------------------------------------------------------------------------8
4. Results -------------------------------------------------------------------------------------------------8
5. Recommendations and suggestions ---------------------------------------------------------------9
5.1. Recommendations ------------------------------------------------------------------------------9
5.2. Suggestions --------------------------------------------------------------------------------------9
CHAPTER 5: CONCLUSION ------------------------------------------------------11

1
CHAPTER 1: AN OVERVIEW OF BIDV
1. General introduction about BIDV
Joint Stock Commercial Bank for Investment and Development of Vietnam was established
under Decision No. 177/TT dated 26th
April, 1957 by the Prime Minister under the name of
Bank for Construction of Vietnam. Since 27th
April, 2012, the Bank has been equitized and
renamed Joint Stock Commercial Bank for Investment and Development of Vietnam
(abbreviated name: BIDV). Address: BIDV Tower, 35 Hang Voi Street, Hoan Kiem District,
Ha Noi City. Tel: (04) 2220.5544 -19009247. Fax: (04) 2220.0399. Website: www.bidv.vn.
Email: Infor@bidv.com.vn. BIDV’s slogan is “Share opportunities, share successes”. BIDV is
the first to be established among four largest State-owned Commercial Banks in Vietnam and
it is a special State-owned enterprise organized as a State General Corporation.
As of 31st
December, 2015 the Bank’s total assets reached approximately VND 857,000
billion and total chartered capital was supplemented to reach VND 34,000 billion.
Organizational structure has been transformed toward the model of a modern, international
financial group.
In addition, BIDV has been named Best Retail Bank in Vietnam during the “Future of
Finance” Summit held by The Asian Banker magazine on 12 January 2017 in Hanoi - the
third consecutive year the bank has earned the prestigious title.
Currently, BIDV has above 180 branches, 798 sub-branches and 1.822 ATM, 15.962 POS in
63 provinces and cities of Vietnam. Total employees of the whole system reached over
24,000, those who are well equipped with expertise and knowledge of modern banking
technology, always willing to meet all requests of customer service. BIDV functions as a
universal commercial bank providing a full range of currency, credit, banking and non-
banking services, and acting as authorized agency funding projects with sources from

2
domestic and international financial institutions. With its experience investing in key projects,
BIDV plays the leading role in development investment and project financing in Vietnam.
2. BIDV - Dam Sen sub-branch
2.1. Introduction
BIDV-Dam Sen was officially opened on 17 June, 2011. This sub-branch is directly under
BIDV Cho Lon branch which mobilizes capital and collects saving accounts from households
and businesses in District 11. The address is 439-441 Lac Long Quan Street, Ward 5, District
11, Ho Chi Minh City. Phone number: (08) 39756569.
2.2. Products and Services
2.2.1. Personal Banking Products:
- Deposits and Savings: Bonds in VND/USD, Current account, Demand Deposit Account,
Fixed Deposit Account, Tich luy Bao An Savings, Promissory Note/Certificate of Short-Term
Deposit in VND/USD
- Card: ATM Card, BIDV Visa Debit Card, BIDV Visa Credit Card
- Loan: Car Loan, Home Loan, T-Day Securities Loan, Consumption Installment Loans,
Unsecured Overdraft , Loan Secured By The Mortgage Of Valuable Papers/Certificate Of
Fixed Deposit - Discount Of Valuable Papers
- Fund Transfer – Settlement: Bank Draft, Bill Payment, Domestic Remittance, Overseas
Cheque Collection, Overseas Cheque Payment, Overseas Remittance, Traveler Cheque
Buying, Traveler Cheque Selling and Receiving Cheque, Collection Orders for Collection
- Insurance: BIC Care
- Global Markets: Foreign Exchange
- Treasury Services: Cash Collection by Sealed Bags, Cash Collection/Withdrawal at Personal
Address, Foreign Exchange under Circulation Standards, Overnight Cash Keeping and
Services of Keeping Precious Assets, Valuable Document

3
- E-banking: BIDV Business Online, BIDV Mobile, BIDV Online
- Others: Remittance
2.2.2. Corporate Banking Products:
- Deposit: Demand Deposits, Time Deposit
- Loans and Guarantees: Car Loan, Guarantee, Loans For Fixed Asset Investment, Project
Investment Loan, Working Capital Loan, Corporate Overdraft , Industry-Specific Loan ,
Supply Chain Financing , Online Export-Import Tax Payment Guarantee
- Trade Finance: Export finance, International Payment, Import finance
- Global Markets: Foreign Exchange, Debt Market, Fixed Income, Derivatives, Commodities
- Payment and Cash Management: Collection by List, Domestic and Cross-Border Fund
Transfers, Multi-channel Collection, Payment by Statements, State Budget Collection
- E-Banking: BIDV Business Online
2.3. Organization structure
See Figure 1 (Appendix)
CHAPTER 2: JOB DESCRIPTION
1. Opening credit card
BIDV Visa credit cards are issued based on the credit limit that BIDV assigns to customers
for shopping at millions of point of sales, websites and ATMs displaying Visa logo in
Vietnam and all over the world.
During my internship at Dam Sen sub-branch, I directly joined in opening credit card. My job
is looking for potential customers who have needs to open a credit card. Then, I set up
appointments with customers and instruct them to prepare documentations as well as guide
them to fill up BIDV’s forms.

4
2. Assisting Retailing Banking Office in setting up customers loans
BIDV offers various types of loans for customers, for examples: Car Loan, Home Loan, T-
Day Securities Loan, Consumption Installment Loans, Unsecured Overdraft , Loan Secured
By The Mortgage Of Valuable Papers/Certificate Of Fixed Deposit - Discount Of Valuable
Papers. I have taken part in finding customers, scheduling appointments and assisting
Retailing Banking Office in completing documentations for customers.
CHAPTER 3: METHODOLOGY
1. Steps to open credit card process
1.1. Looking for customers
In the beginning, I got a lot of difficulties in finding customer because opening credit card has
some requirements and high fees so there are not many people to want to hold this card unless
they have actual demands (see table 1 at Appendix). I had to make about 20 calls per day
following a given database to find out who want to open a credit card. I also sent hundreds
emails and collected feedbacks. The eligibility for primary cardholder are Vietnamese or
foreign individuals who are currently living in provinces or city where BIDV branches locate,
aged 22-53 (female) and 22-58 (male) monthly income of at least 6 million VND and meet
other conditions regulated by BIDV. Therefore, the rate of customers who want to hold a
credit card is very low (5-15%). It means that I could find 1-3 potential customers each day.
1.2. Setting up appointments
After communicating with potential customers on phone or via emails, I made an appointment
with him or her. Normally, I follow an experienced Retailing Banking Officer to meet our
customers. We usually meet customers at a coffee shop or at their home as long as it is for

5
their convenience. I observed my supervisor’s method of consulting, instructing customers to
complete documentations. After one week, I could do it myself like my supervisor.
1.3. Instructing customers to finish documentations
The documentations for opening credit card are not so complicated. Customers merely
prepare copies of their identify card, household registration book, certificate of temporary
residence registration (if customers belong to other provinces), labor contract, statements of
salary for the last three months and fill out the primary card application form of BIDV.
2. Steps to grant credit for customers
2.1. Looking for customers
In facts, the number of customers who want to borrow loans is more than those want to open a
credit card. However, the requirements of granting loans are much more complicated. When
talking with customers on phone, I have to ask them about their collaterals such as their
houses or lands, cars or other valuable assets to secure their loans. If they do not have
anything to secure their loan, I will mention some types of unsecured loans. My method to
deal with these tasks is observing my supervisors when she is communicating with customers.
I learnt how to answer telephone, take note some special situations and practice with other
students who have the same internship there. At home, I look at my mirror and practice
talking until my voice becomes more clear and beautiful.
2.2. Scheduling appointments
My supervisor is quite busy meeting customers outside the office so I usually follow her. The
main tasks are identifying customers’ purposes of using loans, assessing their collaterals and
collecting information about our customers. In my opinion, the job of collaterals assessment is
the most complex and the most important step in this process. A Retailing Banking Officer

6
has to read various regulations of BIDV and refer to legal guidance documents. Moreover, she
has to join in some professional training courses organized by BIDV to enhance her
knowledge and skills of evaluating assets. Normally, we visit customers’ assets, take photos
and check legal ownership documents.
2.3. Instructing customers to finish documentations
I have chances to follow a full process to grant credit for a customer. It takes a lot of time,
especially in documentations preparation. They consist of loan application form of BIDV,
house hold book/ pass port/ Identity card of the borrowers and co-owners (if any), documents
relating to the asset to be used to secure the loan, documents demonstrating the incomes that
can be used to repay the loan, plan of using fund (in case of building or renovating house) or
sales contracts (in case of buying house or transferring land-use rights), other documents
requested by BIDV. We help customers with notarized papers and guide them to fill up some
application forms. We act with our enthusiasm and friendliness in order to satisfy customers.
CHAPTER 4: ACHIEVED OUTCOMES
1. Knowledge
In my study period at Banking University, I have learnt many subjects related to banking and
finance such as English for Banking and Finance, Modern Banking Operations which provide
me with general knowledge of banking services. However, I have learnt many details of
processes during my internship at Dam Sen sub-branch.
Thanks to opportunities to directly open credit card, I could memorize all necessary
documentations and how to prepare them. Moreover, I can realize how different between
some types of bank cards, for example, ATM card, Visa Debit card, Visa Credit card. I also
deeply understand benefits of each and can consult customers which type is the most
appropriate.

7
In addition, I could know more about lending process. In theory, lending process has five
basic steps; however, in practice these five steps are divided into many small steps that
require strictly followed regulations. I have to read a lot of related documents and take part in
some extra courses to improve my know-how. I found that there are so many thing that I have
to learn in near future to become an excellent Retailing Banking Officer.
2. Skills
It can be said that I gain a lot of skills after my internship at BIDV Dam Sen sub-branch. I
have had chances to accustom paperwork, office work as well as how to approach potential
customers. Those skills are not only necessary for my future job but also in daily time life. We
can learn a lot by observing other people’s working attitude. Firstly, due to my position in
Retailing Banking Department, I first ever duty is photocopying and scanning documents for
other Retailing Banking Officers. I think that this is an important skill that I have to be fluent.
During my internship, I learnt to use photocopy and scan machines, how to connect it to the
computer. Now I can do it myself in fast and efficient ways. Furthermore, after helping
Retailing Banking Department looking for potential customer, I find it very hard to do it
without knowledge, skills and especially patience. Nowadays, there are many banks to
compete with BIDV in retailing banking services section. Therefore I have been trained a lot
about how to communicate with customers, to find out who are BIDV’s potential customers.
Those customers will be the main source income of BIDV in the next few years. When talking
to them through phone, I have to talk clearly, loud enough to make them easily hear me. I
realize that the key purpose of calling customers is that making them curious about BIDV’s
services as well as interest in them. Thanks to my supervisor that I worked with, I have a lot
of chances to talk with customers on phone, about 15 to 20 calls per day. Now I feel easier to
talk with strangers and I can drag the conversation more naturally.

8
3. Experiences
After my three-month internship, I gained a lot of valued experiences that I have never caught
before.
On the first day attending at Dam Sen sub-branch, I and other students gave our warm greets
to all staffs there. We have bought a basket of fruits and joined in a small party after working
hour. My supervisor took me to all departments and met many people. She reminded me to
remember all staffs in supervisory board because they were responsible for watching the
intern students.
Day after day working at the office, I realized that there were so many things that I have not
known clearly. At first, I have just stayed in my desk and read documents so I felt sleepy.
Then, I actively asked for help from my supervisor, for example, clarifying what I did not
understand about some steps in the processes, suggesting me to deal with special situations
when talking with hard-to-please customers, guiding me to fill up some forms. I recognized
that if I showed my willingness to learn new thing, she would not only answer my questions
but also teach me various essential skills.
Furthermore, I have chances to join in some extra activities at Dam Sen sub-branch such as
having lunch with others, cheering the football team in friendly tournaments. These activities
have a powerful ability to connect people; therefore, I could extend my social networks.
Last but not least, I have experiences to release myself when facing difficulties and stress in
work.
4. Results
After 3 months working as an internship staff at BIDV-Dam Sen, I have considered what I
contributed to BIDV-Dam Sen. I tried to increase the total result but due to the limited time, I
have opened 53 BIDV Visa Credit cards, consulted for about nearly 20 calls per day. I have
grabbed 60 potential customers of personal loans for BIDV-Dam Sen throughout my

9
internship. That is not an amazing number; however, I have received compliments from my
supervisor and fellow Retailing Banking Officers.
5. Recommendations and suggestions
5.1. Recommendations
BIDV aspires to be the best bank and a leading business in Vietnam. BIDV gradually become
more familiar with customers by diversifying its products and improving the quality of
customers care services. Firstly, saving products have been increasingly improved to meet the
various needs of customers. Series of saving products are: Bonds in VND/USD, Demand
Deposit Account, Tich luy Bao An Savings, Promissory Note/Certificate of Short-Term
Deposit in VND/USD, etc. Secondly, saving products are constantly improved with additional
utilities for customers. For each account, customers’ transaction is accompanied by additional
facilities such as one-door transactions, long-distance account query system via Home
banking and SMS. Moreover, BIDV has improved policy and quality of customer service.
BIDV has constantly upgraded and expanded the transaction places. By the end of 2016,
BIDV had has above 180 branches and 798 transaction offices nationwide that create
opportunities to expand markets, especially markets of capital mobilization, develop
activities, exploit the sources of customers for every channel in order to increase the
competitiveness in the integrated trend. Furthermore, BIDV had improved the quality of
tellers and retailing banking officers. Not only expanding in number, BIDV also strengthened
in training program for new staffs and frequently retrained its staffs. The training course aims
to build up a class of professional, skillful staffs with enthusiastic working attitude.
5.2. Suggestions
With the aim of reinforcing the ability of capital mobilization, some main issues of operating
network, money mobilization product, marketing strategy, quality of infrastructure,

10
technology, employees’ attitude… must be considered properly. Therefore, in the following
section, some specific solutions are given to help BIDV enhance its own ability of capital
mobilization.
5.2.1. Expanding operating network
Known as one of important factors to every commercial bank’s operation, banking network is
definitely a great competitive advantage which most of banks concentrate developing
thoroughly. Clearly, the wider banking network is the higher bank’s ability to expand its
customer share. Moreover, with such wide banking network, banks can easily, quickly
support each other in case of liquidity deficit or other fluctuations in financial market.
5.2. 2. Diversifying money mobilization products and developing new products
Diversifying money mobilization products based on types of product: BIDV must quickly
develop new products to meet customers’ various demand.
As mentioned before, currently, BIDV has shortage of products which competitors such as
Sacombank, ACB, DongA Bank and Agribank had. Thus, it is necessary for bank to bring out
new products such as gold saving, VND savings guaranteed by gold…
5.2.3. Sub grouping and expanding groups of customer
Case of maintain too high density of deposit with one type of customer. Although now, BIDV
did diversify money mobilization products based on type of customers, it only stops in
dividing current number of customers into two groups: business and individual; so real timing
saving does not meet various demand of customer. Because of this, diversification of money
mobilization products strategy needs to be developed clearly by dividing customers into
specific groups as well as designing corresponding money mobilization products for those
groups of customer.
5.2.4. Developing flexible, proper interest - rate policy:

11
There is no doubt to say that when deciding to deposit money in any bank, one of the
customers’ main objectives is making profit. Because definitely, interest rate is loan’s price; a
flexible, suitable interest-rate policy will increase the ability of bank’s capital mobilization.
CHAPTER 5: CONCLUSION
After three-month internship at BIDV Dam Sen sub-branch, I gained a lot of new knowledge
as well as skills and experiences that are absolutely useful for my future job. I have studied
the full process to open a credit card, the steps of granting credit for customers. I have
collected some essential skills of office work and how to deal with some kinds of problems in
my working life. Besides, I realize that I need to learn a lot to perfect myself and practice
frequently to sharpen my skills. In details, I have to speak more slowly and louder to ensure
that customers can hear what I talk to them. I should also try to be more confident when
communicating with customers in order to show the professional working style. In addition, I
have to learn how to make up naturally when attending the offices. I have received many
valued advices from my supervisor and the Retailing Banking Officers. All in all, I feel very
lucky when I have a chance to intern at BIDV Dam Sen sub-branch. I would like to express
my deep gratitude to all members there. With their enthusiastic supports, I have grown up a
lot after my internship.

12
APPENDIX
Figure1: Organization structure

13
Table 1 : Fees for BIDV visa credit card (From 15/09/2016)
No TYPE OF FEE (EXCLUDE VAT) FEES LEVEL
1 Issuing fee (base on new credit card contract) Free
2 Fee for changing card class or card type VND 50.000
3 Lost card replacament fee VND 50.000
4 Fast issuing fee (within 03 working days) VND 200.000
5 Annual fee VND 80.000/year for
main card
VND 50.000/year for
sub- card
6 PIN Re-issuance Fee VND 20.000
7 Chargeback Request Fee/ Complaint Fee (only applied if
the customers’ complaint is wrong)
VND 80.000
8 Cash withdrawal fee 4% of transaction
amount (VND 50.000
at minimum)
9
Foreign exchange fee (not applied on transaction in VND,
VAT included)
1 % of transaction
amount
10 Lost card announcement Fee through BIDV VND 0
11 Fee for providing additional credit card statement under
cardholders’ request
VND 2.000/page
(VND 20.000 at
minimum)
12 Fee for providing additional transaction bills under
cardholders’ request
VND 500
13 Confirmation Request Fee (on all information related to
cardholders’ credit card)
VND 80.000
14 Fee for changing credit limit VND 30.000
15
Processing fee (not applied on transaction in VND, VAT
included)
1.1 % of transaction
amount

14
REFERENCES
1. Joint Stock Commercial Bank for Investment and Development of Vietnam’s annual
report 2015
2. Joint Stock Commercial Bank for Investment and Development of Vietnam’s official
website www.bidv.vn
3. Joint Stock Commercial Bank for Investment and Development of Vietnam Dam Sen
sub-branch’s documents
4. card.bidv.com.vn/.../Bieu_phi_va_han_muc_the_GNQT_ap_dung_tu_15092016.pdf