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HANOI UNIVERSITY

FACULTY OF MANAGEMENT AND TOURISM

Internship report at
Seabank Dong Da
branch

Student : Ngo Thi Thu Hang


ID: 0807010053
Major: Finance and Banking
Status: Second major

Internship report at Seabank


Hanoi, November 2013

Table of contents
I.
Introduction................................................................................................................3
1. Southeast Asia Joint Stock Commercial Bank Seabank..................................................3
2. Dong Da branch..................................................................................................................4
II.
Responsibilities...........................................................................................................5
III.
Major assignments......................................................................................................5
1. Arranging documents into right order................................................................................5
2. Reminding clients to pay interest.......................................................................................6
IV.
Organization analysis.................................................................................................7
Good practices .........................................................................................................................7
Problem....................................................................................................................................8
V.
Internship summary...................................................................................................9
1. Advantages and disadvantages...........................................................................................9
2. Lessons learned and future orientation...............................................................................9
Appendix................................................................................................................................11
Evaluation..............................................................................................................................11
References.............................................................................................................................12

I.

Introduction

Internship report at Seabank


1.

Southeast Asia Joint Stock Commercial Bank Seabank:

Located in 25 Tran Hung Dao street, Hoan Kiem district, Hanoi, Seabank is known as one of
the biggest joint stock commercial banks in Vietnam in term of chartered capital (VND 5,335
billion in 2012), the largest network banks, the most popular brand recognition and the most
stable developing banks.
By their own effort and the support from the strategic partners from international and
domestic, Seabank gradually builds up their reputation with high quality and effective
services. Particularly, Socit Gnrale, the leading financial institution in Europe, becoming
one of Seabanks partners since 2008 helps them create many strategies and enhance the
service model towards international standard. In addition, VMS Mobifone and PV Gas also
have great contribution in financial condition of the bank, which enforces the leading
position of Seabank in the banking system of Vietnam.
In more detail, according to the annual report in 2012, the bank has total assets of VND
75,067 billion (up 74% from 2011), total deposit of VND 31,446 billion (up 92% from 2011),
total exposure of economic organizations and individuals of VND 16,230 billion (up 85%
from 2011) and NPL at only 2.98% of the total exposure. Seabanks incomes from service
fees in 2012 reach VND 26,152 billion (up 46% from 2011). Currently Seabank has about
2,353 employees working at 155 outlets and nearly 226,201 clients (136% higher than 2011s
figure) all over the country.
Bearing in mind the application of advanced techology is the key success factor; Seabank has
taken a great step forward by implementing the use of the Temenos T24 Core Banking
(Switzland) application which is one of the most advanced pieces of banking software
currently available. This helps in saving information access time and enhances output of
transactions. T24 can operate 1,000 transactions/ sec., allow 110,000 simultaneous users
including 10,000 direct users and 100,000 Internet users, and manage 50 millions customers
accounts. At the same time, the banking network continues to broaden and widen, reaching
out to dynamic economic areas as well as big trade centers across the country. Currently,
Seabank has issued 87.900 ATM cards including domestic debit card S24+, S24++, student
card, partnership card, international MasterCard, etc and has 298 ATM all over the country.
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Internship report at Seabank


Seabanks ATM cards can be accessed at more than 10.000 ATMs, 36.451 POS of Seabank
and other banks connected with card associations of BanknetVN & SmartLink, VNBC
nationwide. Especially as official member of two world biggest card associations MasterCard
and Visa Card, in 2010 Seabank officially launched international debit card EMV
MasterCard, international deferred debit card EMV MasterCard using EMV chip technology
with optimal security standard, quasi unprecedented in Vietnam in particular and Asia region
in general. Seabank MasterCard can have transactions at 24 million POS and 1 million ATM
all over the world with full utilities: withdraw, payment for goods, service, transfer, balance
inquiry, pin code change, statement, etc. Besides, from 1/2012, Seabank was the first bank
operating Autobank with multi services and functions using modern technologies, which
creates more convenient for customers.
Seabank also succeeded in organization transformation for all of its outlets nationwide
complying the model of international retail bank in terms of interior system facade, HR
staff, operational process, etc. Moreover, Seabank unceasingly diversifies retail products and
services to best meet all the demands of individual and SMEs customers.
In short, 2012 is a successful year of Seabank with many achievements and famous rewards:

Most innovative retail bank Vietnam 2012 of Global Banking and Finance
Review (GBAF).

Platinum reward in World Quality Commitment of Business Initiative Direction


(BID).

2.

High Straight Through Rate for Payment Processing of Well Fargo.

Top 97/500 of Vietnamese largest enterprises.

Top 39/1000 of largest corporate income tax payers in Vietnam.

Dong Das branch

The transaction office was opened in 2008 and located Dong Da district, Hanoi. It was
divided into 4 main departments which are management and operating support, individual
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Internship report at Seabank


customers, small and medium enterprises and transaction sector. In general, the branch
operates all kinds of activities such as mobilizing, lending and investing in many forms in
domestic and international as the head office and many other branches. In spite of the
economic fluctuation over the past few years, the branch still shows the good performance. In
2012, the cash inflow equaled VND 460.20 billion whereas the outflow was just VND 399.5
billion. The different amount created VND 62.7 billion revenue for the branch, which is VND
5.35 billion higher than 2011s. This was resulted from the branchs effort to widen the
network, attract more new customers and upgrade service quality. Also, the knowledge and
the attitude of all the employees were always enhanced in order to provide the best service to
the clients.
II.

Responsibilities

From 1st august to 31st October, 2013, I worked as a full time intern in Small and Medium
enterprises department of Seabanks Dong Da branch. The working hour is from 8am to
12am in the morning shift and from 1pm to 5pm in the afternoon shift, which is 8 hours in
total. Moreover, I also work in morning shift in Saturday according to the regulation of
Seabank.
I was mainly responsible for work of an assistant to support the dealers in customer service
with their daily banking documents. In particular, I dealt with the documents about the short
and long term loans of enterprises. In addition, I also worked as an assistant to deal with the
clients on monthly interest collecting basis and provide them information about promotions
and new policies.
III.

Major assignments

While working as an assistant for Seabank, I was given two main tasks: arranging the
documents and reminding clients to pay monthly interest when it comes to due. Although my
assignments that I carried out is the most detailed and simple step in the whole process of
banking operations, I felt that those missions are of great meaning to me for the reason that I
have got basic understanding about the operations of a banking office.
1. Arrangement of documents into the right order:
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Internship report at Seabank


At the first 2 days of intern period, I got training and introduction about branchs working
process, especially stages related to SMEs. For this sector, Seabank divides it into many
small ones including accounts; saving and investment products; credit products (short - ,
medium and long term loans); commercial activities support and international payment
services. In each one, the documents will conclude the information about term, interest,
benefits, rates, fees and applications.
After that, I was suggested to arrange documents of some enterprises into the right order.
With the application of Banking System, the arrangement of variety types of documents or
customers files is under a common standard of Seabank. The most key factor to arrange the
customers' documents is based on the Lending Entry. Each loan for a customer is saved by a
document or a file, and each of these documents is attached with an unique Lending Entry
Code, which often is the name of client.
Then, depend the types of activities, the documents were arranged into specific orders as I
mentioned above. The next stage was entering all the information into the Excels file and
saving them into secure places.
In my opinion, this task provided me a lot of advantages and experience. It helped me get
familiar with banking environment at first. After that, dealing with documents made me
deeply understand about the required papers needed to be prepared to make an enterprise
loan. And most important lesson was knowledge about the step by step procedure in SMEs
department.
2. Reminding of monthly interest payment:
At the office where I interned, every morning, each lender would receive an internal email
that automatically updated interest information of his or her customers from the bank. It was
understandable that not all clients remembered to come to bank and pay interest on time.
Therefore, bank officers were responsible for calling to remind borrowers of monthly
payments.

Internship report at Seabank


I was suggested to try this job using a printed paper with enough information about name,
phone number, date and amount of interest payment of banks clients. If there was any
borrower having overdue interest, I would call and inform them about that fact.
In short, it was an interesting and valuable work because I had a chance to communicate with
banks customers. Besides, I realized that asking a person to make payment was a difficult
task and it required much experience. This job also enhanced my patience and
communication skills.
IV.

Organizational analysis

1. Good practice analysis: Modern computer system with effective LAN network.
Seabank is the first bank applying the T24 and using modern computer system with high
international standard. Currently, T24 was upgraded to R10 and T24 Browser is widely
used, which enhances the management process and speeds up all the transaction activities. In
addition, Virtual Desktop Infrastructure was implemented in all the branches to help the bank
provide the safety, confidentiality for the operating system and reduce the expenses in
oprating and maintaining, which creates favorable working condition for employees working
in all places through internet.
2. Good practice analysis: a professional training course.
All the training activities were implemented in school branch located in 151 Yen Phu street,
Tay Ho district, Hanoi. School branch was designed as a transaction office with many areas
such as reception, transaction corner and many types of equipment like computers, ATM
machines, etc. After the theory training course, trainees will take part in some practical
situation to be familiar with the real working environment and use T24 directly. Generally,
the training provides newcomers a good background and information about Seabank and
working process, which will help us do the tasks more effectively and efficiently.
3. Good practice analysis: a friendly and comfortable working environment.
The communication among staff members is very open. Although the organization is divided
into four main departments, they frequently discuss with the others. If the tellers of
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Internship report at Seabank


accounting department have problem with some types of interest rate, they can easily ask for
help from lenders who have more knowledge about this aspects. Moreover, most of the
members are cooperative and friendly to communicate. Being an intern member, I find it
supportive for officers to instruct me carefully. They always ask me to raise questions if i find
any thing difficult to understand. And then those officers will solve the issue enthusiastically
and sufficiently.
In addition, tea-breaks are sometimes held to help people relax, share ideas and understand
others. After lunch time, bankers of transaction office number one usually have a drink of
coffee together. This meeting activity is with a view to connect everyone in the office. People
can share their experience to each other and support their colleagues to perform well. And
lastly, this daily meeting is a good way to manage as well as encourage the staff on a regular
basis.
4. Problem analysis: Overload of customers.
One of the problems puzzles the managers of Dong Das branch is the overload of customers.
In fact, the banking activities in front office is seasonal. Commonly, the customers coming to
do the transaction extremely get crowded at the end of the year or before the Tet holiday
when numerous customers come to make loans to meet the financial target, make
transactions to improve financial performance and do payments. As a big branch with full
functions in the district, Seabank Dong Da always gets busy with customers all the time.
Especially, the volume of banking transaction increases on Monday because there are a lot of
transactions for businesses at the beginning of a week. In addition, with any sudden change
in the national financial and monetary condition, the amount of transactions rises
substantially on the following days. The problem arises when the branch is out of control
because the number of customers soars on those days. Despite the large number of banking
stalls to support the \customers, the demand of customers has not been satisfactorily met. As
a consequence, many customers are frustrated as they have to wait such a long time for their
turn. This would also be a working pressure for banking staffs since they have to handle
several tasks at a time.

Internship report at Seabank


As a matter of fact, the branch does not have a good standby plan for the excess of
customers. There are several feasible solutions. Firstly, there should be a limit on the number
of transaction within one day to avoid the clients from waiting for too long. Another solution
is providing a phone line to arrange the appointments for enterprises representatives, which
will save time and avoid the overload of works for staffs as well as clients. It is necessary that
the solutions could be beneficial to customers and appropriate with the culture of Seabank.
V.
Internship summary
1. Advantages and disadvantages:
During my internship in Seabank, I had many opportunities to understand about banking
activities in real life. One of the advantages for me was that Seabank transaction office in
Dong Da was prestigious office, so the working environment was very active with many of
operations carried out everyday. This was a good chance for me to learn more about banking
practices. In fact, by observing how people work and deal with a lot of tasks and works, I
could get more experience of dynamic working skills to prepare for myself in the futures.
Another advantage of mine was that I had chance to work with young and supportive staffs.
The employees there were quite helpful to coach me and willing to help me if I had any
problem. I felt so glad and comfortable to work with these staff.
On the other hand, i had some difficulties when working as an intern. I had problem with the
banking terminologies. Actually, I learn the banking subjects in English at the university,
while Seabank is a domestic bank, so I did not understand much about some of the Banking
Terms written in documents. More to the point, I did not have chance to practice my English
at the branch.
2. Lessons learned and future orientation:
During the internship, I have gained numerous experiences. The greatest of all are the lessons
about communication skill and precision in working with documents.
Firstly, I have learnt is about checking the document carefully. In any transaction, working
with involved document seems to be meticulous and time-consuming but it is very important.
Any omission may result in serious consequence afterward. For example, omitting the

Internship report at Seabank


signature of the supervisor mean the deposit paper is meaningless to the customers. That is
why the document should be check twice before it is saved in a safe place.
On the other hand, every officer needs to be responsible and knowledgeable. Thus, in order
to work well, I have to study hard to improve the knowledge, expertise and capabilities to
have a good job in the future in banking sector. Moreover, I learn the way to adapt to the new
working environment with high pressure and how to communicate with supervisors and
supporters effectively.

Appendix
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Internship report at Seabank

Evaluation
In charge of Seabanks Dong Da branchs management, I have supervised Ms. Ngo Thi
Thu Hang during her three months internship here.
As I knew, Ms. Hang is a positive, motivated, diligent and punctual person during the
time she interned in our branch.
Working as an assistant, she completed all the tasks such as arranging documents and
reminding customers about their interest payment carefully and effectively. After the
training course, she could adapt quickly to the working environment and always be ready
to receive any given tasks. Moreover, she expressed that she is enthusiastic, friendly and
helpful to other employees. In rush hours, she usually helped others to prepare
documents, receive the phone, provide information for clients and fulfill documents, etc.
I am at your further disposal in case you have other queries related to the performance
and functioning of Ms. Hang.
Signature of supervisor

References
http://www.seabank.com.vn
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Internship report at Seabank


http://s.cafef.vn/otc/SEABANK-ngan-hang-tmcp-dong-nam-a.chn
Seabanks annual report 2012

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