Uncertainty about processes and regulations of credit officers at orient bank

Abstract

In 2018 marked the milestone of 10 years since the global financial crisis took place and contrary to previous expectations, the world economy slowed markedly. Global growth is estimated to increase by only 3.1% - lower than the previous forecast of 4% - due to escalating and prolonged trade war between the US and China. In addition, the monetary policy of the State Bank also began to tighten. Facing the challenges of the world situation, Vietnam still has a quite successful year, namely: GDP (Gross domestic product) growth of + 7.08%; inflation is well controlled with average annual CPI (Consumer price index) of 3.54%; The stable economic environment has helped attract a large amount of foreign investment in 2018. The banking sector continued to prosper in 2018 with the general trend of profit exceeding the plan, declining NPLs (Non-performing loan), controlled credit increased by 14%, exchange rate and market interest rates were kept stable thanks to policies active, flexible and effective currency. Big banks such as Vietcombank, Techcombank, BIDV, Vietinbank have positive operating results in 2018 with high profits through promoting many associated service activities to promote business, paralleling that, increasing strengthening the quality of banking services. Also in 2018, OCB achieved many successes with revenue and profit growth over the years from 2015 to 2018. Many prestigious awards for banks such as Vietnam Outstanding Banking Awards 2018, Most Innovative Digital Bank Vietnam 2018 and Best New Omni Channel Platform in Vietnam. It shows that OCB is constantly improving and improving the quality of services and technology to meet the market's demand in the best way. However, besides, there are still a number of problems that have significant impact on the quality of lending services of OCB, partly affecting the satisfaction of customers when using the service, that making the results of business profit of OCB not really achieved as expected. Research results show that business activities affected by human factors as credit officers when working with customers are still lacking in knowledge processing skills for ineffective customers to play the role Important in the outcome of the set target bank. In addition, some reasonable solutions are proposed to solve problem to improve the service quality of OCB in order to improve the professional quality of credit officers, promote business growth strongly.