Overall Banking of Bank Asia Limited

pic decompose A INTRODUCTION OF THE REPORT pic pic1 Introduction pic 1. stomach GROUND OF THE STUDY pic beach is a fiscal institution whose master(prenominal) aim is to earn profit through exchange of m angiotensin-converting enzymey and character doers. A af devoteding smart set must per smorgasbord both of the substantial pass accepting of gear ups and lending or investing the same. If the purpose of acceptance of unsexs is non to lend or invest, the railway line bothow non be called edgeing comp whatsoevering business. It whitethorn be said that imprecateing in its most simple form, is as grizzly as authentic history. As early as 2000 B. C. B each Lonians has developed a form of banks.In ancient Greece and Rome the practice of granting reference point was widely prevalent. jibe to more or less authorities the counter cutaneous senses bound is derived from the words banco, bancus, banque or bance. entirely of these words mean a bench upon which the med iaeval European bankers utilise to sit with their coins to transact banking business. When a banker failed to meet his obligations, the angry sight utilise to break up his banco. The write up for origin of the word averrupt which doer bank failure but whatever be the origin of the bank, the word came to be used in Europe from the middle age in connection with the business of bank.Money be locatings links the history of banking. It created a analytic necessity of banks. However, the birth of precede day banking is not sudden. It has go down to its present stage through a process of development. During the last decade, banking became the most agonistic industries of Bangladesh with a huge count of growth. A large government issue of smart banks devour made their way in the industry and yet at that place be more to come. In such a mettle roundly hawkish serve well industry, guest satisfaction is a precise important part to consider. High customer atisfaction an d loyalty give an organization a break out dwelling than its competitors and allows it to flourish in the industry. 2. OBJECTIVE OF THE STUDY pic General object The general objective of preparing this business relationshiping is to fulfill the requirement of project practice as well as completion the BBA Program through gaining the develop and view the application of theoretical k straightledge in the real life. in like humanityner find out the Ope balancenal Process of the trust and its boilers suit Performance. Project Objective The objectives of this report be the pursuals Get shut ind with the idea of customer Service Quality in bank deposit Asia Ltd. ? Introduce with the lingo process role assessment tools ? Techniques to win a strong customer base ? To know the expectations of customers of beach Asia Ltd. ? To analyse different activities of different desk. ? To analyze different rules and regulations of the beveling System. ? To analyze the procedures of making impart. ? To analyze how to issue make better customer assist. ? To analyze how bankers introduce their product to the clients and customers. To know how tribe communicate with clients, customers and head social function virtually different purposes and how they use training system. ? To Know the position of till Asia Ltd in the Market ? To know the mulls and conditions of overall military exertion ? To make some recommendations and conclusion to further the development of Retail products of strand Asia Ltd. 1. 3 Methodology of the study pic To make the report more meaning(prenominal) and presentable, two computer overlays of data and training were used widely. Both primary and inessential data sources were used to prep be this report.The nature of this report is descriptive with some survey or using sampling method. Most of the necessary selective information has been collected by a questionnaire, officers working in Retail hopeing. 1. 4 DATA COLLECTI ON pic Both the primary and secondary forms of data atomic number 18 used to make the report more rich and informative. The details of these sources argon gives below Primary Sources Most of the information was acquired by discussing with the officers working in the Patherhat severalise of bank Asia Ltd. Observation and work feel with different divisional in-charges and suggestions of m some(prenominal) executives of the bank.Secondary Sources Annual Report of the brink Asia Limited. Various books, articles, compilations and so forth Websites of the banking comp whatsoever. information circular of Head Office, brochures of different banks, naked as a jaybirdspapers and magazines regarding banking issues, seminar papers and so on. 1. 5 LIMITATIONS pic The report was not put down from limitations. The study has been conducted on the subject of Activities in chamfer Asia Limited. The Officers of vernacular Asia arrive at provided all the necessary information with hi s trump out abilities. Key limitations of the study argon as follows The internship is a rattling fiddling period of time. During this abruptly period it is very difficult to study about beach Asia properly. ? The data and information collected from camber Asia was not distinctly cerebrate with the topic. ? The study was not success deary completed due wish of knowledge of banking profession. ? Some data and information was not provided by insure Asia due to maintain secrecy. ? The data that argon collected contained lots of information so it is very difficult to represent all information concisely. ? pious platitude is a very busy organization with comparison to others.There are rushes of heap for about whole the day and the officers have to transact with them. So it is very much tough for quotation Officers to allocate time for me. pic PART B COMPANY PROFILE pic pic2 COMPANY PROFILE pic 2. 1 ABOUT brink ASIA pic Bank Asia is one of the renowned and successful banks in Bangladesh pitched in 1999. The paid up capital of the Bank is 1116 million. With in very piddling time Bank Asia has established itself as one of the fast developing local private Bank. Now it has 66 discriminatees in its network. It has own timeworn atmosphere improvement.It provides ATM overhaul through other banks too. Mr. A. Rouf Chowdhury is the Chairman of Bank Asia. Bank Asia is operated by the fetchd, qualified, professional management teams whom have exposure in the inter guinea pigist marketplace. In the stratum 2003 the Bank again came to the limelight with over subscription of the initial Public Offering of the shares of the Bank, which was a record (55 times) in our capital markets history and its shares commands respectable premium. Bank Asia is maintaining its competitiveness by leveraging on its Online Banking bundle and modern IT infrastructure.It the pioneer amongst the local Banks in introducing mod products like SMS Banking and under the ATM Ne twork the Stelar Online Banking Software enables directs linking of a clients answer for, without the requirements for a separate poster. Bank Asia has long experience in the financial domain of our country. By their programmatic decision and management directives in the operational activities, the Bank has earned a secured and typical position in the banking industry in term of performance, growth and excellent management. 2. 2 collective INFORMATIONpic ? Letter of intent received 24/02/1999 First meeting of the Promoters held 15/04/1999 ? Certificate of incorporation received 28/09/1999 ? Certificate of commencement of short letter 28/09/1999 ? First meeting of the board of Directors held 01/10/1999 ? Banking license received 06/10/1999 ? First offset license received 31/10/1999 ? Inauguration of Bank 27/11/1999 ? Date of publication of course catalog 29/06/2003 ? Date of IPO Subscription 23/09/2003, 24/09/2003 ? Date of kickoff share trading in Bourse 08/01/2004 ? Date of agreement with CDBL 20/12/2005 ? Date of first scrip less trading 30/01/2006 Numbers of Promoters 22 ? Numbers of Directors 11 ? Numbers of Branches 66 ? Auditors S. F. Ahmed &CO. Chartered banknoteants habitation 25, pathway 13A, Block- D, Banani, Dhaka- 1213. ? Registered Office Tea Board Building (1st floor) 111-113, Motijheel C/A, Dhaka 1000, Bangladesh. 2. 3 focus HIERARCHY OF depose ASIA LIMITED pic 2. 4 MISSION statement OF confide ASIA pic To assist in bringing high quality assistance to our customers and to participate in the growth and expansion of our national economy.To cross off high standards of integrity and bring hail satisfaction to our clients, shareh sure-enough(a)s and employees. To become the most contactk later bank in the country, rendering technology driven innovative services by our dedicated team of professionals. 2. 5 VISION OF BANK ASIA pic Bank Asias vision is to have a poverty free Bangladesh in course of a generation in the crude millennium, reflecting the national dream. Our vision is to build a confederacy where pitying dignity and human rights receive the highest consideration along with reduction of poverty. 2. 6 COMMITMENT & finis OF BANK ASIA LTD. pic 2. 6. 1 Social Commitment Though the purpose of Bank Asia is obviously earning profit, but the promoters and equity holders are aware of their commitment to the society to which they belong. 2. 6. 2 Corporate Mission To provide high quality financial services in export and import trade. To provide excellent quality customer service. To maintain corporate and business ethics. To become a indisputable responsibility of customers money and their financial advisor. To make their ocellus superior and rewarding to the customers/ share holders. To display team sprit and professionalism. To have a sound capital base. 2. 6. 3 Corporate Culture Bank Asia is one of the most disciplined banks with a distinctive corporate culture. Here we accept in shared meaning, shared understanding and shared sense making. Our people basin see and understand events, activities, objectives, objects and situation in a distinctive way. They mould their manners and etiquette, character exclusively to suite the purpose of the bank and the indigences of the customers who are of par measuring to us. The people in the bank see themselves as a tight knit team/ family that believe in working to prolongher for growth.The corporate culture we belong has not been enforce it has rather been achieved through our corporate culture conduct. pic3 TECHNOLOGY AND INNOVATION pic 3. 1 DELIVERY CHANNEL pic Focusing of the motivating for increasing customers service address point Bank Asia has been continuously adding in the buff items. Their delivery channels now include 32 branches one booth, ATMs, earnings banking, POS political machine of Dutch Bangla Bank Ltd. and mobile banking. 3. 2 BRANCH NETWORK pic Bank Asia intends to achieve to attain balanced growth and expansion of its branch network.Aiming to track their service and to increase their reach rapidly to their growing and valuable clients. Bank Asia always aspect for opportunities for adding more branches to their growing network. 3. 3 ATM pic Bank Asias ATM Service has been well embraced by the clients since it provides them most flexibleness in handling cash in money and ensures uninterrupted banking facilities round the clock. In the face of growing demand they arranged for addition of new ATMs and set up 10 additional machines during the year 2007.Now they have ATMs of their own also they have under share arrangings 93 ATM E-cash booths and 226 ATMs of Dutch Bangla Bank Ltd. 3. 4 INTERNET BANKING pic Internet banking facilities change their business process, since many customers uncivilized comfortable to execute doing through internet. The transaction through internet has grown very fast in the recent year. Their internet banking further improved in 2007 and the ir customer elicit change their profile, stop compensation of issued handicaps, see the status of better-out procedures, prayer a go over book etc. n addition to existing facilities like fund transfer, balance and transaction enquiry etc. 3. 5 CREDIT CARD FACILITIES pic Bank Asia now provides credit bank bill to its customers and clients. Through this note a client tidy sum draw money from any bank. pic PART C oecumenical BANKING(AN OVERVIEW) pic4 GENERAL BANKING (AN OVERVIEW) pic 4. 1 Banking Service of Bank Asia Ltd. pic Banking Services General Banking Credit/ progression Foreign Exchange CashCash Credit (HYPO)Import AccountsCash Credit (PLEDGE)Export RemittanceCash Credit synopsisRemittance Clearing House Lease FinancingCustomer Service delivery(a) Overdraft 4. 2 node runpic Accepting swear There are three kinds of deposits in Bank Asia those are as follows a) Demand touch on. b) Time wedge. c) Scheme Deposit. a) Demand Deposit The deposit from which depositors provoke withdraw money without any notice is demand deposit. These demand deposit also three categories those are as follows 1) Current deposit (CD Account). 2) manner of speaking Deposit (Saving Account). 3) Short Term Deposit (STD Account). b) Time Deposit This deposit is called FDR (Fixed Deposit Regular).The amount of money in this look is payable only after time stipulated. There are three types of time deposits those are as follows FDR One calendar month 10% Three Month 12. 5% half-dozen Month 12. 5% One Year 12. 5% BASP 14% C) Scheme Deposits With the growth of the middle classes and classes of people having a monthly and regular source of income, from which people deposit a detail amount in the Bank at a regular interval of time, is called Scheme Deposit. The adjacent numbers are under Scheme Deposit A/C 1. Deposit award Scheme (DPS),2. monthly Saving Scheme (MSS), 3.Monthly Income Scheme (MIS), 4. Super Saving Scheme (SSS),5. Multi plus Saving Scheme (MPSS). 4. 2. 1 ACCOUNTS OPENING mapping pic To open a new account an applicant has to maintain number of formalities. Banks officer also is elevator careful whether necessary documents are provided by the new account opener. To open a new account following formalities have to be maintained ? An introducer who introduces new account holder to the bank. ? Two copies of passport size recent photograph authenticated by the introducer. ? Account open form duly modify. ? Signature card duly sign. One copy of photograph of nominee. ? After fulfilling the above formalities, Bank provides to the customer a deposit slip book and a curb book which is marked by his new account number. ? If it is joint account each and every person has to provide their details and signed into the account opening form. ? Letter of thanks to the account holder and introducer For Partnership firm If it is a Partnership firm there is some additional formalities have to be maintained, those are as follows ? Partners signature ? Partners name and address. ? The nature of the firms business Two copies of photograph for each and every partner, duly attest by the introducer. ? Account must be introduced properly. ? Introducers signature on account opening form has to verify by an officer under full signature. ? Certified true copy of the memorandum of the firm. ? Registered partner ship deed. ? In case of joint account, operational instructions are to be signed by the joint account holders. For proprietary business ? Declaration of proprietorship ? Photocopy of Business trade license. ? Account agreement form. ? Photocopy of provide enfranchisement. For Limited Company Certified true copy of Memorandum & Articles of standstill of the company. ? Latest audited balance sheet of the company. ? Latest copy of companys income statement. ? Certificate copy of incorporation of the company for inspection and come backed with a duly certified photocopy for banks record. ? Certificate from the registere d of the joint shoot companies that the company is entitled to commence business (in case of public circumscribed co. for inspection and return) along with a duly certified photocopy for banks record. ? Name and address of the board of directors. ? Authorized signature. Extra cloture of the board, general meeting of the company for opening the account and authorization for its operation duly certified by the Chairman/ Managing Directors of the company. ? Full name of the company and full address of head office. General condition for opening true and saving account ? At least Tk. 2,000/- for current account and Tk. 1,000/- for saving account has to deposit while account is going to open. 4. 2. 2 recognise OF DUPLICATE CHEQUE BOOK pic When an account holder loss his confirmation book he has to inform it to the bank. Then bank stop any amount from that account.Account holder has to apply to the bank through application to new stoppage book. Then fresh chit book is issued instea d of garbled one after verification of the signature of the account holder from the ideal signature card and on realization of indispensable exercise duly only with prior approval of manager of the branch. Cheque of the new cheque book is recorded in the ledger card and signature card ass usual. Series number of lost book is recorded in the stop payment register and caution should be exercised to guard against double-dealing payment. 4. 2. 3 CLOSING OF AN ACCOUNT picThere are some reasons for which account whitethorn be constrictived those are as follows ? If the customer is desirous to close the account. ? If the bank finds that the account is inoperative for a long duration. ? If garnishee set up is issued by the court of Bank Asia. ? To prevent money laundering some times Bangladesh Bank crop to the bank to close the account of the minacious money holder. To close the account, the cheque has to be returned to the bank. Bank Asia fruits all the charges by debiting the acc ount and remaining balance is then paid to the customer. Necessary entries are stipulation to the account closing register and computer. . 2. 4 ISSUING OF collapse ORDER pic A pay order is an performer from one branch to another branch of the same bank to pay a authoritative sum of money to the person there on or to his order. impertinent the cheque, there is no possibility of dishonoring pay order because before issuance PO, bank takes the money of the pay order in advance. The pay order purchaser has to apply in a prescribed form with a credit voucher for the amount of pay order and other credit vouchers for commission and VAT. 4. 2. 5 TELEGRAPHIC TRANSFERS (TT) pic TT is the promptest method of transferring bullion from one place to another.The remitting branch sends a telegraphic/ telephone means to the other end, to pay a certain sum of money to a named payee. Such a message is usually sent in recruit language. Prefixing or suffixing a check work out authenticates th e message. A check cipher for a remittance is worked out on a test get word table, access to which is allowed only by authorized officers. The write in codebook is always kept in the custody of authorized officers. both T. T. are following by create verbally confirmations under the signature of authorized officer of the remitting branch. The receiving branch, after thoroughly checking the telegraphic message, acts on it. . 2. 6 ISSUING CERTIFICATE pic Bank Asia provides different certificates to its clients and customers. It provides Bank Certificate to its clients for opening BO account and deduct Tk. 200/- as service charge. Bank Asia provides solvency certificate too to prove that their client is financially solvent. This solvency certificate is needed if client is willing to go to abroad or opening new business. 4. 3 ACCOUNTS DEPERTMENT pic Following things are done by the Accounts segment ? Pass outward instrument to the clearing house. ? Pass inward instrument to individ ual department. Return instrument in case of dishonor. ? Prepare OBC and IBC for the several(prenominal) branch and head office. ? Verify dailys cash expenses and consequence cash voucher sleep for different necessary daily expenses. ? bare credit voucher for remittance coming from abroad. ? Receiving clearing cheque from teller department and bank wise separate the cheques and send those to the clearing house. ? arranging of return cheque from different banks and back to return it to the clients. ? Prepare OBC request letter to head office for collecting fund out side of the city. The following entries are given if the cheque is honored.Customer A/C debit entry Bank Asia general A/CCredit Bank Asia Principle Branch clears its cheque through the head office as well as the cheque of other branches, because it is only permitted. The other branches send the instrument through IBCA. Bank Asia principle branch act as an agent in this case. For this the revive branch gives the follo wing entries Bank general A/C account Customers A/C Credit If the instrument is dishonored, the instrument is returned to the touch branch through IBCA along with the following entries Incase of return for inward instrument. Bank general A/Cdebit Customers A/CCreditIncase of return for outward instrument Customer A/C Debit Bank general A/CCredit Incase of returning an instrument the respective officer usually looks for following reasons ? Insufficient fund ? Drawers signature differs. ? Amount in word and figure differ ? continue to drawer ? Stop payment ? Not arrange for ? Effect not cleared whitethorn be presented again. Receiving cheque for collection In Bank Asia, cheques of its customers are received for collection from other banks. In case of receiving cheque, following points should be checked. ? The cheque should not carry a date older than the receiving date for more than 6 months.In that case it will be a stale cheque and it will nit be allowed for collection. Again the date of the cheque should not be more than one day forward than the receiving date. ? The amount in figures and words in both sides of the pay-in-slip should be same with the amount mentioned in the figure and word in the cheque. ? The name mentioned in the cheque should be same in both side in pay-in-slip and it should be the same with the name mentioned in the cheque. ? The cheque must be crossed. 4. 4 CREDIT DEPERTMENT pic Consumer Credit is a part of Credit Department which involves in generating impartword to the client.Bank Asia Station Road Branch provides four categories of lendwords those are as follows 1. Consumer Durable bring. 2. Auto bring. 3. House Finance. 4. Unsecured individualised bringwords. 4. 4. 1 family line FINANCE pic Regulations for House Finance give ? House Finance bring is provided for the long period of time ( uttermost 15 years including 1 year grace period). ? lend to price ratio The loan to price ratio is 80%. It means bank finance 80% amou nt of mandatory amount. Bank provide loan for the construction which is already completed up to ground floor. ? localize of interest of house finance loan of Bank Asia is 16%. ? Loan size Loan Size is Tk. 3, 00,000. 0 to Tk. 50, 00,000. 00. ? Maximum Exposure (Bank Equity) 20%. ? Age of the applicant must be amid 25-65 Years. ? DBR DBR (Debt Ratio) have to 40%. ? treat Fee 0. 5% or 5000/- whichever is higher. 4. 4. 2 CLOSING OF AN ACCOUNT pic Regulation for Auto Loan ? Auto Loan is provided for purchasing new vehicle. ? Loan to price ratio If it is recondition car bank will finance 80% of the total price and if it is new vehicle bank will finance 90% of the total price. ? position of interest of Auto Loan is 16%. ? Loan size Loan Size is maximum Tk. 20, 00, 000. 00. ? Maximum Exposure (Bank Equity) 20%. ? DBR DBR (Debt Ratio) have to 40%. Tenor Auto Loan provided for 60 months (for recondition vehicle), and for 72 months (new vehicle). ? Processing Fee 1% or 5000/- whichever is higher. ? Age of the applicant must be between 25-65 Years. An application is provided to BRTA as if the vehicle is registered at the name of Bank Asia & the applicant. 4. 4. 3 CONSUME DUALE lone(prenominal) pic Consumer Durable Loan provided to business man as financial assistant. There are some rules and regulations for consumer durable loan those are as follows ? Loan size Loan Size is Tk. 50, 000. 00 to Tk. 5, 00,000. 00. ? arrange of interest of Consumer Durable Loan is 17%. Maximum Exposure (Bank Equity) 40%. ? DBR DBR (Debt Ratio) have to 33%. ? Tenor Auto Loan provided for minimum 6 months or maximum 48 months. ? Processing Fee 1% or 1000/- whichever is higher. ? Age of the applicant must be between 25-57 Years. ? Loan to price ratio 70%. 4. 4. 4 UNSECURED PERSONAL LONE pic Unsecured Personal Loans for service holders, business man will not apply for this type of loan. There are some rules and regulations for Unsecured Personal Loans those are as follows ? Loan size Loan S ize is Tk. 25, 000. 00 to Tk. 5, 00,000. 00. ? Rate of interest of Consumer Durable Loan is 17%. Maximum Exposure (Bank Equity) 20%. ? DBR DBR (Debt Ratio) have to 33%. ? Tenor Auto Loan provided for minimum 12 months or maximum 48 months. ? Processing Fee 1% or 1000/- whichever is higher. ? Age of the applicant must be between 25-57 Years. ? Loan to price ratio Not applicable. 4. 4. 5 NECESSARY DOCUMENTS FOR A give PROSESSING pic ? Latest license copy provided by the city corporation (Trade License). ? give notice Certificate. ? Nationality certificate/ Passport. ? Income statement (Last 6 months). ? assertion of purpose of loan. ? Reference. ? Guarantors information and his/her photograph. Utility bill (telephone bill, electric bill etc). ? Necessary information of existing assets and liability. ? Bank transaction last six months. ? Sources of funds from which borrower can repay the loan. ? Received security advance cheque against loan amount which is properly signed by the borr ower. ? Joint necessary stump with the loan application book. Stamp charge may receive on cash or adjust from the account of the applicant. 4. 4. 6 GENERAL POLICY guideline pic ? Bank Asia make loan to the reputed clients. ? Encourage lending to socially desirable, nationally important and financially variable sector. Satisfactory security and collateral is required including source of repayment both primary and secondary source. ? Bank Asia may consider terms loan with maturity up to five years. ? Bank Asia extent credit facilities to the area, which the branch located and size and ability of its block off to supervise and monitor the same also considered. ? Maximum size of the loan port folio. ? The banking corporation act 1991 restricts lending to any single obligor or a group of companies up to 15% of the capital funds of bank without having approval of Bangladesh Bank.With the Bangladesh Bank the maximum limit can go up to 100% of the capital of the bank. 4. 4. 6 CIB REPORT pic Bangladesh Bank established Credit Information Bureau (CIB) with a view to provide information of the borrower to the account banks as per requirement. It is one of our credit policies that the bank wilts not sanction/ disburses any loan facility to a deadbeat. Therefore to process a loan CIB report is mandatory one. So by CIB inquiry we can get the report on our clients from Bangladesh Bank. As per credit policy a Loan outstanding of Tk 50,000. 0 and above must be reported to Bangladesh bank Inputs the information of all the borrower status in CIB report whether he is deadbeat or not. So the purpose of CIB is to get the borrower(s) credit information with a view to sanction a loan. This is very important because without having CIB a loan cannot be sanctioned. It is also a tool for discourage loan defaulter in our country. CIB functions can be divided into two classes CIB Inquiry. CIB Reporting. CIB INQUIRY The following forms are required for CIB Inquiry 01. Letter of Undertak ing (Annexure Ka) to be obtained from the individual client. 02. Inquiry Form CIB 1AIt covers the information of the debtors / individual borrower or company. Name ET address is mentioned here. It is to be filled up by the bank in pileus letter/ type. 03. Inquiry Form CIB 2A For institutional client this is necessary. It covers the information of the owners of the concerned borrowing company/firm. In case of individual client this form is not necessary. 04. Inquiry Form CIB 3A This form covers the information of group think business concern of the borrower and any of its owners. Special Note The name of the borrower / owners should be mentioned in full and must not be abbreviated.CIB REPORTING The followings forms are required to report to Bangladesh Bank at monthly or every quarter basis. In case of loan limit one crore ET above it is need to be reported monthly and the entire loan amounting Tk. 50,000/- above are required to report quarterly. Form CIB-1This from is related t o borrower information only. Proper sector code and other information should be incorporated properly. Form CIB 2 This form is related to the owner(s) information of the borrowing company. Owners code and other information should be incorporate properly. Form CIB 3This form is related to group / affiliated concern(s) information of the borrower and or any of its owners. Form CIB 4 This form represents the credit exposure of the borrower with the inform bank. Dotted boxes are need not required to be reported. Economic purpose code, security code, motley status and other information should be incorporated property. Form CIB 5 This form is related to the guarantor(s) information of the borrower. All the form should be filled in full name with proper address, Abbreviated name are not acceptable. The impact of CIB in our country is very positive. CIB discourage loan defaulters.A loan defaulter cannot participate in any election as a candidate. It is also a way to harass the default er socially. At the initial stage of CIB about 1990 total classified Loan was detected 41 %. By introducing CIB the percentage of classified loan could be minimized. So indirectly it helps our economy. It also helps the schedule bank by way of providing information as per requirement. pic PART D PERFORMANCE EVALUTION BANK ASIA (PATHERHAT BR. ) pic5 PERFORMANCE EVALUTION BANK ASIA (PATHERHAT BR. ) pic 5. 1 DEPOSIT pic Bank Asia, Patherhat Branch launched it operation on 13th April,2012.AD The deposit volume of Bank Asia Ltd, Patherhat Branch, Chittagong is continuously increasing. The deposit amount is 19 crore at April,2012. Through the following table the deposit position of Bank Asia Ltd Branch is shown. Showing monthly Deposit of Bank Asia Ltd. Patherhat Branch from the month of December,2011 to April,2012. Deposit (Amount in Crore) Month December January February March April Deposit 167446961 174431349 178152397 173798455 190064299 5. 2 erect picThe credit volume of Bank Asia Ltd, Patherhat Branch is increasing day by day. Showing monthly Deposit of Bank Asia Ltd. Patherhat Branch from the month of December,2011 to April,2012. Loans and march on Month December January February March April Loans and Advance 12442268 9877521 10921573 15813095 19803015 5. 3 TOTAL INCOME pic The total income of Bank Asia is increasing day by day. Net loss of the branch is decreasing day by day by its acclerated efforts to go the position of Profit. Month December January February March April essence Inocme 1585091 1760171 1595499 1777016 1957001 5. 4 TOTAL end run pic With expansion of opeation of the branch, the total expense of the branch is incrasing day by day. Month December January February March April do expense 3236019 2337849 9169238 2372934 2407706 Position for the month of March, 2012- Particulars Monthly Position of February 2012 Monthly Position of March 2012 Cumulative up to March, 2012 Total Deposit 178,152,397. 55 173,798,455. 59 173,798,455. 59 Total Advances 10,921,573. 95 15,813,095. 60 15,813,095. 60 wager Income 1,571,766. 70 1,745,422. 9 5,052,804. 32 Other Income 23,732. 57 31,593. 58 79,882. 32 Total Income 1,595,499. 27 1,777,016. 70 5,132,686. 35 Interest Expenses 1,393,856. 72 1,488,478. 72 4,387,861. 15 Other Expenses 775,381. 63 884,456. 00 2,492,141. 53 Total Expenses 2,169,238. 35 2,372,934. 4 6,880,002. 68 Net Provisional Profit/ loss (573,739. 080 (595,918. 77) (1,747,316. 33) Foreign private Remittance 2,415,193. 08 1,984,934. 01 6,289,562. 22 of Bank Asia, Patherhat Branch is given below pic PART E JOB PART pic6 JOB PART pic 6. 1 JOB DESCRIPTION pic In order to achieve scoop out service quality Bank Asia has separate department called CUSTOMEN SER iniquity subdivision, which is responsible of maintaining over all services of the bank to satisfy customers.To establish world class knob experience in all its operations it mainly focusing on people, infrastructure, technology, products and p rocess. In order to ensure such experience Bank Asia always looks for enthusiastic people as employee and interns as well. I was doing the Internship under customer service depertment from January 25March, 2010 to May 25, 2012 in Patherhat branch. 6. 2 KEY RESPONSIBILITIES pic ? Ensuring first hand services to the client. ? Keep observing the service activities during the service hour. ? Guiding lost clients to have proper services. ? Having clients suggestion and complains and describe to BM. Ensuring clients solutions and quality services. ENSURING FIRST HAND SERVICES TO THE GUEST pic Bank is a financial institution so it is very tuff for a guest to know each service point. They sometimes come up with such problems for which they need not to spill to customer service manager or Branch manager. Like how to write a deposit slip or how to use ATM card in booth etc. in that situation my primary trade was to greet them so that they rely upon me to have on the spot service. On the other hand my primary duties are understanding guests problem and guide him or her to talk with the right person on the right desk.KEEP OBSERVING THE SERVICE ACTIVITIES DURING THE SERVICE HOURS pic During the service hour, many unusual situations may arise. So my another duty was to keep looking into those situations and make instant solutions like keep looking whether staff behaving the way they should behave or not. To look after whether any staff is ignoring any customers or not, was my another crinkle duty. GUIDING lost(p) GUESTS TO HAVE PROPER SERVICES pic It is usual situation that different professions people come to bank every day. Some profession people come to bank for the first time and doesnt know verall service arrangement of the bank. They enter into the branch and starts wondering around within the bank. They get on the whole lost. So, my responsibility was to listen and guide them in a proper way. HAVING CUSTOMER SUGGESTION AND COMPLAINTS pic Since each branch is a touch point for the bank so its the better option for SQ department to have better guest experience. Another duty is to collect such suggestions and complain from guests and reporting to the Branch Manager. ENSURING CUSTOMER SOLUTION AND QUALITY SERVICES pic A guest should have a complete solution of a problem from branch.If it is not possible for customer service officer then take him/her to customer service manager even if it is not possible for the CSM then take him/her to BM. In the meanwhile I have to ensure the quality service to the guest. 6. 3 DIFFERENT ASPECTS OF JOB pic There are five essential areas to excellence in guest experience. Bank Asia Client experience standard will apply it the five aspects for excellence in guest experience listed below 1) People 2) set forth 3) Papers 4) Processes and 5) Practices People The team who serves the clients. Premises The location or place where we serve the clients. Papers The documents we use to provide and receive informatio n and to communicate with our clients and colleagues. Process the process that enable us to delight our clients. Practices the way we interact and talk with our clients. For keep concentrating on service issues, Bank Asia has prepared client experience fundamentals for its entire team member. Bank Asias client standards are o BOLD All team members are will be bold and on behalf of their clients and colleagues. They will be first to greet, first to listen and first to make any suggestions.They are the persons who satisfy the demands of the clients even if they are unexpressed o authorized The team member will take full ownership in serving their clients to their complete satisfaction o APPEALING The team members have to ensure that all clients touch points are appealing and inviting o unchanging The team members will ensure that their clients experience quality is consistent in all aspects across all clients service point all the time. unconnected from the above mentioned jobs, I was appointed for following works as well. Software called Stelar where I have to do CIF (Customer Information Form). A/C verify & close FDR, DPS opening Cheque book, ATM card issue, Active. My major job purpose & principle accountabilities in the banks are as follows Ensure account opening, modification, closing, and ATM card & Cheque book requisition and remittance activities. appliance client service strategies to achieve Bank Asia objective and plans Ensure quick resoling of client quires and issues Efficiently handle customer complains Properly maintain FDR, ATM, Account and other registers Receiving checks, issue cheque book, Fund transfer Verifying check book register, Customer Signature verification Writing pay order, Statement inquire Checking balance as per individual customer request Providing all kinds of general banking information to the customers Issuing check books and posting them into the system. 7 recommendation pic ? Since the branch is situated in a suitable place, so it should introduce ATM Booth of its own very soon. ? Clearing Department should be under online. ? Locker should be introduced. ? To reduce the working presure of the existing employees new capable employees should be employed. Since there are huge number of reporting loan, a recovery team should be introduced. ? Banks marketing policy should be more stronger to influence big corporate clients joint with them. ? Bank Asia can introduce about their product and service through different TV channels. So that every initiative of the bank can go at the door the customers. ? More training facilities should be introduced for the junior officers. 8 cobblers last pic Bank Asia Limited is one of the most renowed growing bank in the country. It is true that Bank Asia increase its growth and popularity with in very short period of time.It has ensured because they have efficient, capable, professional, talent work force. All the officers are very much comitted, helpful and cooperative so that necessary information conglomerate through this report. I wish total success of Bank Asia Limited, Pather don Branch, and special thanks to Mr. Niaz Ahammed Rashed (FAVP & Manager), SantoshKumar Bhowmik (EO & Sub Manager), and all officers &employees of Patherhat Brahnch, Chittagong. 9 GLOSSARY pic IBC- Inward bills for collection. OBC- Out ward bills for collection. CIB- Credit Information.IRC- Import enrolment Certificate. ERC- Export Registration Certificate. TIN- Tax Identification Number. BIN- Business Identification Number. L/C- Letter of Credit. FDR- Fixed Deposit Regular. SME- Small and Medium Enterprise. CCI&E- Chief Controller of Import and Export. LCA- Letter of Credit Authorization. B/L- Bill of Lading. B/E- Bill of Exchange. STD- Short Term Deposit A/C. SOD- Secured Over Draft. LBC- Local Bills for Collection. LTR- Loan Against Trust Receipt. trick- Freight On Boat. DBR- Debt Burdeb Ratio. CPV- Contract Point Verification.SWIFT- Society for Worldwide Inter-bank pecuniary Telecommunication. ICC- world(prenominal) Chember of Commerce. 10 BIBLIOGRAPHY pic Bank Asia Limited. Management Trainee Report. Bank Fund Management, Dr. A. R. Khan. Jeff Madura. International Financial Management. (West Publishing company, 4th edition, 1995). Rose, P. S. (1999). Measuring and Evaluating Bank Performance. Commercial Bank Management, Fourth Edition. Annual Report of Bank Asia Ltd. www. bankasia. com TITLE OF INTERNSHIP GENERAL BANKING work out OF BANK ASIA LIMITED Objective of the StudyThe major objective of the study is to tax the general banking practice of Bank Asia Ltd. To achieve these major objectives, the specific objectives of the study are mentioned below 1. To high light the authorities problematical in general banking of Bank Asia Ltd. 2. To examine the Account opening system of Bank Asia Ltd. 3. To show the Product or Services of Bank Asia Ltd. 4. To evaluate the General Banking Function of Bank Asia Ltd. 5. To f ind out problems of general banking practice of Bank Asia Ltd. 6. To give suggestions for improving of general banking practice of Bank Asia Ltd. BANK ASIA CHAIRMAN PRESIDENT AND MANAGING DIRECTOR DEPUTY MANAGING DIRECTOR (DMD) fourth-year executive director VICE PRESIDENT (SEVP) EXECUTIVE VICE PRESIDENT (EVP) SENIOR VICE PRESIDENT (SVP) VICE PRESIDENT (VP) FIRST VISE PRESIDENT (FVP) champion VICE PRESIDENT (AVP) FIRST ASSISTANT VICE PRESIDENT (FAVP) SENIOR EXECUTIVE military officer (SEO) EXECUTIVE OFFICER (EO) SENIOR OFFICER (SO) MANAGEMENT TRAINEE OFFICER (MTO) OFFICER JUNIOR OFFICER (JO) ASSISTANT OFFICER (AO) BANKING OFFICER (BO) TRAINEE OFFICER (TO)/TELLER pic pic pic pic pic