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Solutions Group to Complete Existing Services


business aspects, perform performance analysis, internal audit to detect errors in the implementation process to promptly correct, improve, and minimize risks in operations.

To control effectively, banks need to:

- Have appropriate budget dedicated to implementing control work.

- Report forms, comments and conclusions drawn through control must be accurate and consistent between content and control purpose.

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- Must have a team of qualified and capable staff equipped with increasingly modern working means and control tools.

- Review and approve the basic contents of the Branch's security control process.

Solutions Group to Complete Existing Services

The market situation continues to change rapidly and complexly. In order for business activities to ensure the set goals, banks need to manage and prevent risks well. Risks arise frequently, so banks need to be proactive, flexible, and closely follow the directive documents of each period of the State Bank to orient their operations. Specifically:

- Establish an effective risk management monitoring mechanism in newly deployed service activities. When considering the development of new services, the Branch's Board of Directors needs to carefully analyze and correctly assess its impact on the bank's development and risk management strategies. Evaluate potential risk factors to then propose solutions to ensure the security and integrity of products and services.

- Urgently implement operational risk management and credit risk management projects.

- Closely review service products, restructure service products to ensure reasonable allocation for each type. Assess the risk level of each type.


products and services to have specific and appropriate measures in the process of deploying and implementing products and services. Resolutely resolve shortcomings in service provision.

- Strictly comply with regulations, mechanisms and service implementation procedures. Implementing staff must clearly understand the requirements for specific products and services.

- Branches need to regularly analyze, evaluate and develop a roadmap for services.

To ensure quality, safety and efficiency in credit, branches need to perform the following:

- Review customers, restructure customers to ensure reasonable allocation of outstanding debt for each industry and economic sector. Reassess customer risk levels, reduce credit limits for high-risk customers, resolutely not have credit relationships with customers with poor financial capacity, and have poor tolerance for negative impacts of the economy. Resolutely resolve shortcomings, resolutely recover loans that violate regulations and are for the wrong purpose.

- Restrict lending to real estate and securities sectors.

- Effectively implement export loan programs; loans for rural economic development.

- Special attention should be paid to foreign currency lending: strictly control and limit foreign currency lending to pay for imports of items on the list of non-essential imported goods and consumer goods that are not encouraged to be imported.

- Continue to strictly control credit quality, recover and prevent new bad debts from arising.


3.3.2. Group of solutions to improve existing services

Improving existing products is to extend the product life cycle and increase product consumption in the market, thereby increasing revenue and profit for the bank. Product improvement can be understood as creating new products on the basis of old products but with new utilities.

* Diversify forms and innovate capital mobilization methods

Mobilized capital is an important foundation that is both urgent and long-term strategic. Therefore, to improve the efficiency of capital mobilization, Tien Son Industrial and Commercial Bank needs to implement the following measures:

Firstly , expand the implementation of other related banking services such as collection and payment services at home, collection through the system, through accounts, to attract customers, because with the same mobilization interest rate, the bank that brings many benefits to customers with reasonable fees will attract customers.

Second, expand the transaction network to the grassroots, where there are many people, equip working facilities to ensure operations, and also increase customer trust. Organize a good customer care department, making customers feel respected every time they come to the bank. This department has the function of guiding customers, providing information, answering customers' questions, and consulting and introducing the bank's services to customers.

Third, improve procedures and business processes to be both simple and ensure safety for the bank and convenience for customers, not making customers wait long because of complicated procedures at transaction counters.

Fourth , strengthen marketing and have material incentive policies for customers who deposit money, such as incentives for customers with sufficient balance.


large, regular deposits, with regulations on giving gifts on holidays and birthdays. Strengthen propaganda, advertising, and encourage the public and economic organizations to open accounts at banks such as: personal accounts, checking accounts, pension insurance deposit accounts, deposit accounts of social organizations...

Fifth , strengthen education and training to improve the professional qualifications and responsibilities of staff. Correct the attitude and transaction style of staff and officers working in capital mobilization. The transaction style of staff is still limited, in many cases, savings fund staff do not answer, do not guide, or answer impolitely, reducing customer trust.

* Good customer relationship management

Branches need to shift from focusing on finding new customers to retaining old customers by introducing many policies and care measures to satisfy customers. Specifically:

- The Bank needs to determine who the customers are that the Bank mobilizes capital from? What is the demand for deposit services? Currently, the Bank has not really paid much attention to market research but only relies on experience. The Bank's current deposit customers are mainly businesses, socio-economic organizations and customers are individuals and households.

There are two groups of individual customers: the high-income group with savings and the low-income group without savings.

The group with low income and no long-term savings are mainly workers, employees with low but stable salaries, retired officials. The characteristic of this group is stable income with the need to deposit money for safety purposes. Capital mobilization is suitable for this group of customers. Personal deposit accounts are used to pay salaries, use ATM facilities, pay electricity, water, and phone bills through the Bank. Products


Other short-term or non-term savings deposit products are very suitable for this subject.

The group with high income and savings is mainly business owners, effective business households, employees working in industries and fields with relatively high income, families and individuals with financial support from relatives abroad. The characteristic of this group is that they have a need for long-term, regular, stable deposits, and can accept risks to enjoy high interest rates. Therefore, the deposit products suitable for this group are long-term savings deposits, promissory notes, and bonds. For this group of customers, the Bank needs to have incentive and preferential policies because this is the group that competitors really want to attract.

- In the process of working with customers, proactively learn about customers' needs and include in the product and service provision contract the requirements for customers to use products of NHCT and its subsidiaries and affiliated companies. For example, granting credit comes with the requirement to use trade finance services and sell foreign currency to NHCT, buy insurance from NHCT Insurance Company...

- Need to cooperate more closely with traditional customers and expand the search for new customers. Need to clearly understand the list of business customers, organizations and career units operating in the area for competitive marketing.

- Organize the customer care department well, making customers feel respected every time they come to the bank. This department has the function of guiding customers, providing information, answering customers' questions, and consulting and introducing the bank's services to customers.


- Require each sales staff at the transaction office to have a firm grasp of new products, and to update products for each customer group to introduce and advise customers.

* Enhance payment services

- Improve payment facilities via banks to encourage economic sectors, especially the population, to use payment services via banks to reduce cash circulation. Strengthen the connection and cooperation of payment service providers.

- Propaganda, mobilization, promotion through mass media such as radio, newspapers, television and other forms of promotion about the convenience of using non-cash payment tools, of opening personal accounts. Develop a network of transaction offices and transaction points of branches. Prioritize opening more transaction offices with compact models, promote promotion and marketing activities, effectively meet the public's demand for banking services.

- It is necessary to make the public aware of the convenience of bank payments so that they can accept it in life. The target audience is customers that the bank is directly approaching in transactions because they can help the bank more easily convince others. State-owned enterprises and joint ventures with a large number of employees and good income need to quickly approach and convince them to connect to the bank and use cards. Encourage customers to use non-cash payment methods and reduce the number of cashiers. Students can be considered as potential customers with great promise to use many banking services in the future and they also have a positive impact on relatives and friends.


- Banks need to review and adjust regulations related to non-cash payment methods to always be consistent with practical requirements, making customers truly see the convenience and safety when using those means. There must be network security measures, ensuring personal confidentiality in electronic transactions. There must be an effective security regime against hacker intrusion.

- Perfecting customer policies aimed at private sector customers and businesses using many banking services. Consulting and supporting on contract terms as well as international trade documents. Collecting and analyzing information about partners in foreign economic activities of customers to advise them to minimize risks.

* Continue to complete and improve the quality of lending and investment

To improve and enhance the quality of loans and lending, Tien Son Industrial and Commercial Bank needs to implement the following issues:

- Develop a system of criteria for assessing industry and regional risks to guide investment. Plan a team of credit officers to ensure sufficient quantity and quality to meet practical requirements.

- The lending and guarantee process must comply with the credit and guarantee regulations; do not loosen or lower credit standards, do not continue lending to enterprises with bad debts, limit lending and guarantees without collateral, improve the quality of project appraisal and credit appraisal. Lending for capital investment must be consistent with the mobilized capital structure and the ability to convert terms.

- It is necessary to do a good job of selecting strategic customers, which are enterprises operating in key industries of the economy, state-owned enterprises after restructuring. Focus on investing in small and medium enterprises, business households that are eligible for loans. In the field of consumer lending, choosing


Group of employees receiving state salary and group of customers with high income. Conduct customer segmentation, collect customer information to best meet customer needs and desires.

* Pay more attention to foreign exchange trading

Tien Son Joint Stock Commercial Bank for Industry and Trade needs to strengthen training in foreign exchange business operations, which are arising operations such as futures services, options trading and interest rate swaps to limit risks for customers. Expand the foreign exchange trading network to attract foreign currency sources floating on the market. Focus on foreign currency sources of domestic customers, especially export enterprises, to meet and control foreign currency spending needs of enterprises and individuals such as payment for imported goods, trade finance, business remittances, remittances for overseas students, etc. Diversify forms of mobilizing remittances such as through banks, through accounts of organizations and individuals, etc., promote cooperation with foreign countries, improve the quality of banking services such as express transfer, direct payment, reduce remittance fees to the extent possible, simplify procedures for receiving money, and establish a widespread payment network.

* Expanding guarantee services

Pay more attention to guarantee activities for customers who are private enterprises and LLCs, focusing on the effectiveness of the guarantee rather than on the collateral. Strengthen the appraisal of projects from the pre-feasibility stage, clearly identify the source of capital that can be recovered, and assess risks to be more flexible in the issue of collateral when providing guarantee services to customers.

3.3.3. Group of solutions for developing new services

Compared to the region and foreign banks, especially considering the rapid development of banks currently present in Vietnam, this is a stage

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