Within the framework of “Strengthening the People’s Credit Fund” project (STEP) funded by Global Affairs Department Canada (GAC), jointly implemented by Desjardins Development Organization (DID) and Co-operative Bank of VietNam (Co-opBank), on April 19, 2022 in Long Xuyen City, An Giang, STEP held a training session to introduce the Customer Care Protocol for 06 PCFs participating in the project in An Giang and Dong Thap provinces.
Attending the training session, representatives included Ms. Le Thi Mai Huong – GAC Senior Development Officer, Ms. Lori Brabant Hudon – Gender Equality & Financial Inclusion Advisor (STEP), Mr. Nguyen Thac Tam – Co-opBank Deputy CEO/Co-director of the project, Co-opBank An Giang Branch manager and credit officers from 6 PCFs participating in the project in An Giang and Dong Thap province.
The Customer Care Protocol for credit officer within the Business Development Services component (BDS) was designed in 2021. Its goals are to improve the quality of products and services to assist the PCF take care of its member effectively, increasing financial education for its members. This toolkit includes questionnaires, flashcards, decision tree,… which can support credit officers when they approach and work with their customers, especially before and during loan appraisal.
GAC representatives Ms. Le Thi Mai Huong gave an opening remark at the training
During the training session, the trainees discussed the possible difficulties when working with customers especially females, first time customers and those who are not equipped with basic financial knowledge STEP survey has shown that many PCF members were lack knowledge and skills in finance and business management. This might, in some cases, cause psychological reluctance for members when thinking about taking a loan at PCFs. This toolkit is designed to help credit officers supporting their members, providing diagrams and illustrations which explaining key financial, banking and business terms for customers in the simplest and easiest ways.
PCF credit officers discuss and interact during the training session
Previously, on April 18, 2022, a STEP mission included Ms. Le Thi Mai Huong – Senior Development Officers – GAC representative, Ms. Lori Brabant Hudon – Gender Equality & Financial Inclusion Advisorm (STEP), Mr. Nguyen Thac Tam – Co-opBank Deputy CEO/Co-director of the project had a meeting with Co-oBank An Giang branch. At the meeting, Manager of Co-opBank An Giang branch reported on performance of An Giang branch and local PCFs as well as the positive impacts that STEP has brought in recent years. According to the branch manager, local PCFs participating in the highly appreciate the products that STEP has designed such as the Internal Audit Toolkit, New loan Appraisal Form for Agriculture loans and they hope that more toolkits will be developed to effectively support PCFs to achieve professionalism and standardization in their operation.
Speaking at the meeting, Ms. Le Thi Mai Huong – Senior Development Officer – GAC representative expressed her delight that STEP training programs and field trips have started to be resumed after 2 years of the pandemic. She also emphasized that project activities must be closely linked to PCF’s’ activities, and must contribute to the safety and sustainability of the PCFs.
Mr. Nguyen Thac Tam – Co-opBank Deputy CEO/Co-director of the project requested Co-opBank An Giang branch to further promote its role as the focal point of the local PCFs by supporting and encouraging the PCFs to apply STEP toolkits and actively promoting them to other PCFs in the provinces.
GAC representative, Co-opBank Deputy and CEO and the STEP mission at Co-opBank An Giang branch
Furthermore, from 18-28 April, 2022, Co-opBank and STEP project will coordinate to conduct some onsite training sessions for a number of PCFs in An Giang and Kien Giang on the Internal Audit Toolkit part 1, New loan appraisal form for agriculture loans and Customer care protocol Those training sessions will support PCFs to master the toolkits effectively. Besides group training, coaching will be provided for some PCFs to ensure that theyl understand the toolkits and have the capacity to use them effectively. Finally, the most important goal is to encourage more PCFs to use the toolkits and potentially introduce them to other local PCFs. Thereby, expanding the scope of impact and ensuring the sustainability of STEP products.
