Prelude:

The report has been prepared after three months long on the job study in Banani Branch of
BRAC Bank Ltd. n the introductory part of the report! the objecti"es! methodology! and
limitations of the study are mentioned. The company profile is gi"en in chapter t#o. Chapter
t#o is deal #ith my job e$perience in BRAC Bank Ltd. also discuss my critical obser"ation
and gi"e some recommendation at the end of chapter three.
The internship report is prepared in different #ay based on the personal obser"ation in
customer ser"ice department. ha"e tried to sho# the things! #hich are being done in customer
ser"ice department of this branch. The kno#ledge! #hich has been ac%uired in my practical
orientation period! ha"e tried my le"el best to sho# in this report.
&.& 'bjecti"e of the study
("ery task has a particular aim. A study #ithout objecti"e cannot reach the destination. )y
internship program #as also directed to some particular targets. The main objecti"e of the
study is to gain practical kno#ledge and e$perience on retail product management. The
specific objecti"es are #ritten do#n bello#:
To kno# the o"erall retail product management!
To kno# the functions of retail banking of BRAC Bank Ltd!
To identify the customer ser"ing systems of the bank!
The kno# the e$isting customer satisfaction!
To recommend the #ay to o"ercome the "arious problems in retail product
management.
&.* +cope of study
This report #ill gi"e a clear idea about ,Retail Product )anagement in the BRAC Bank Ltd.-
.o# many retail products does BRAC bank ha"e/ .o# they satisfy their customers/ 0hat is
the satisfaction le"el of the customers/ 0hat are the aims of ne$t
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &

ne# that the bank pro"ides/ To ha"e ans#ers of all these %uestions! tried to go through the
brochures of different products of BRAC Bank Ltd thoroughly! had discussions #ith officials
and customers. +o think this report #ill gi"e a clear picture of customer satisfaction le"el of
BRAC Bank Ltd. And different leakages in retail product management of BRAC Bank Ltd and
ho# to o"ercome these leakages.
&.1 mportance of the study
The study helps us to gain hands on kno#ledge in the retail banking products. The study has
enormous implication to de"elop the appropriate product management system in commercial
banks #here the product management system is unorgani2ed. The management of BRAC Bank
Ltd can use the findings and recommendation for their policy making and organi2ational
de"elopment purpose. t #ill help them to introduce a ne# dimension of strategic marketing in
banking sector of Bangladesh. Abo"e all! the study has academic implications! #hich indicate
the academicians can de"elop them in this field in Bangladesh taking this study as an initiati"e to
study the customer banking product management in Bangladesh.
&.3 )ethodology
The three months internship program #as basically e$ecuted by obser"ing the daily acti"ities
of the staffs and #orking in progress. The rele"ant information is collected from the primary
sources and also uses the secondary sources of information.
Primary data are collected through:
'bser"ation for the total internee period
'pen ended and close ended %uestions
Conducted inter"ie# both customers and stuffs of the branch
4ace to face contacts #ith the officers
Secondary data are collected through:
)anuals of BRAC Bank Limited
0ebsite bro#sing
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *

5ata gathered #ithin the organi2ation 6BRAC Bank7 itself
Bank8s other published information.
&.9 Limitations of the study
ha"e tried to present the paper #ith a "ery cautious approach. To prepare the report had to
gather different rele"ant books! brochures etc. of the concerned bank. To prepare this report
had to face the follo#ing constraints:
Time: ha"e seen that it is hard to do the office job and prepare the report at the same time. To
conduct data had to "isit different libraries and offices! but used to #ork in the office from
::;; to 9:;; P). Therefore! it #as "ery tough to arrange the time for report #riting and data
collection.
Information: Through had been coordinating #ell by the BRAC Bank officers< sometimes it
seems to me that had not been pro"ided all information needed.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =

*.& About BRAC Bank Limited
Creating opportunities and pursuing market niches not traditionally met by con"entional banks
primarily dri"e BRAC Bank Ltd! a full ser"ice commercial bank #ith local and international
shareholding. BRAC Bank has been stri"ing to pro"ide >best? in @the?class- ser"ices to its
di"erse range of customers spread across the country under an on?line banking platform.
Today! BRAC Bank is one of the fastest gro#ing banks in the country. n order to support the
planned gro#th of its distribution net#ork and its "arious business segments! BRAC Bank is
currently looking for ambitious! goal oriented! enthusiastic! indi"iduals for "arious business
operations.
The reason BRAC Bank is in business is to build a profitable and socially responsible financial
institution focused on markets and businesses #ith gro#th potential! thereby assisting BRAC
and stakeholders build a :just! enlightened! healthy! democratic and po"erty free Bangladesh.
This means to help make communities and economy of the country stronger and to help people
achie"e their dreams. They fulfill the purpose by reaching for high standards in e"erything they
do for their customers! their shareholders! their associates and their communities upon! #hich
the future prosperity of their company rests.
They all kno# that ho# important it to choose the right career and employer! and that8s the
reason #hy they #ant to gi"e you the clearest possible information about their organi2ation.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 1

*.* Background of BRAC Bank Limited
BRAC Bank Ltd is a scheduled commercial bank in Bangladesh. BRAC Bank committed its
business operation on 1
th
Auly *;;&! in 5haka! Bangladesh. This bank is mainly o#ned by the
largest BC' in Bangladesh?BRAC 6Bangladesh Rural Advancement Committee). The bank
has positioned it self as a ne# generation bank #ith a focus to meet di"erse financial needs of
the economy.
Formation and status of the bank:
BBL is established under the banking companies act! &::& and incorporated as a public limited
company by shares on *;
th
)ay &::: under the companies act! &::1 in Bangladesh. The
primary objecti"e of the bank is to carry on all kinds of banking businesses. The bank has
started its operation on 1
th
Auly! *;;& by special permission of +upreme Court.
Shareholders of BRAC BANK Ltd:
The shareholders of BRAC Bank are as follo#s:

NAME N! F S"ARE AM#NT $TK% &
BRAC =&D=:;; =&D=:;;;; 9=. 1DEF
nternational 4inance Corporation
64C7
ED3D;; :1:E;;;; &E. ::9F
+hore Cap nternational Ltd. :1:E;; ED3D;;;; &D. 3&1F
'thers 9;; 9; ;. ;&*F
T'TAL 3;;;;;; 3;;;;;;;; &;;F
Bran'hes: There are *9 branches of BRAC Bank Ltd through out the country. &1 of them are
inside 5haka city! & in Comilla! = in Chittagong! 9 in +ylhet! & in Rajshahi and & in Ghulna.
But at the end of this year! the target of BRAC Bank to reach 3; branches through out the
country.
Ma(or bankin) o*eration:
BRAC Bank has a centrali2ed banking structure through online banking system that resembles
the ABB A)R' model. BRAC Bank consisted of four di"isions namely? Retail Bankin)+
Small and Medium Enter*rise ,i-ision+ Cor*orate Bankin)+ and Treasur. ,i-ision!
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 3

*.= )ission
BRAC Bank #ill adhere to higher professional and ethical business principles are
internationally acceptable banking and accounting standards.
("ery BRAC Bank professional #ill need first of all a commitment to e$cellence in all that
heHshe does! a keen desire for success! a determination to e$cel and a dri"e to be the best. They
#ill indi"idually and jointly learn continuously from customers and professional colleagues
around the globe to impro"e the #ay they do business so that they are the best. They #ill #alk
that e$tra mile enthusiasm and empathy to ser"e their customers succeed in their business and
remain loyal to their bank. They #ill set up goals for themsel"es and then e$ceed the goals that
they set up.
*.1 Iision
BRAC Bank #ill be a uni%ue organi2ation in Bangladesh. t #ill be a kno#ledge based
organi2ation #here the BRAC Bank professionals #ill learn continuously from their customers
and colleagues to add "alue. They #ill #ork as a team! stretch themsel"es! inno"ate and break
barriers to ser"e customers and create customer loyalty through a "alue chain of responsi"e and
professional ser"ice! business prudence! efficiency and adding "alue #ill be the operati"e
#ords of the organi2ation.
BRAC Bank #ill ser"e their customers #ith respect and #ill #ork "ery hard to instill a strong
customer ser"ice culture throughout the bank. t #ill treat its employees #ith dignity and #ill
build a company of highly %ualified professionals #ho ha"e integrity and belie"e in the bank8s
"ision and #ho are committed to its success. BRAC Bank #ill be a socially responsible
institution that #ill not lend to businesses that ha"e a detrimental impact on the en"ironment
and people.
*.3Coals
BRAC Bank #ill be the absolute market leader in the number of loans gi"en to small and
medium si2e enterprises! salaried persons! teachers! students! highfliers! businessmen etc.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 9

through out Bangladesh. t #ill be a #orld class organi2ation in terms of ser"ice %uality and
establishing relationship that help its customers to de"elop and gro# successfully. t
#ill be the bank of choice both for its employees and its customers! the model bank in the part
of the #orld.
*.9 Principles of BRAC Bank Ltd.
Like e"ery organi2ation BRAC Bank has also some principles. These are:
'utstanding customer ser"ice
(ffecti"e and efficient operation
+trong capital li%uidity
Aggressi"e leading policy
+trict e$pense discipline
*.D +pecial 4eatures
nter?branch transaction 6online7
Customer oriented loan
Corporate banking
Cash management
AT) and BP) ser"ice
Locker ser"ice
Priority banking
*.E Business Areas of BBL
There are mainly three major business areas #here the BRAC Bank Ltd is performing #ith
high reputation. These areas are:
Retail banking
Corporate banking
+mall and medium scale enterprises 6+)(7
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch D


+ince completed my internship on retail banking! it #ould be con"enient for me to focus on
retail banking of BRAC Bank only.
*.: Retail banking di"ision
The retail banking di"ision in BRAC Bank is "ery implicit and "ast comparing to other banks
in the country today. The personnel of BRAC Bank are de"oted to gi"e their best effort to
satisfy their customers. +o BRAC Bank ser"es its customers #ith respect and #orks "ery hard
to instill a strong customer ser"ice culture throughout the bank. They al#ays try to introduce
more ne# and attracti"e products to go close to their customers.
Retail Banking is kno#n as general banking #here the indi"idual customers get ser"ices time
to time from the local branches of the larger commercial banks. n BRAC Bank Retail section
has been di"ided into t#o parts @
&. ,istribution @ +er"e the ac%uired customers
*. Sales @ Business ac%uisition
They both are interdependent and #ork closely #ith each other. Retail offers different types of
competiti"e banking products to the customers. The retail di"ision of the BRAC Bank also
offers some special types of deposits and loan scheme for the customer attention. At present
BBL offers "arious attracti"e products:
*.&; Products and ser"ice offering
Retail products offered by BRAC Bank Ltd are classifies into three #ays. They are:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch E
Loan
Products
5eposit
Products
Cards

4ig: Products and ser"ices offered by BRAC Bank Ltd
*.&;.;& Retail Products of BRAC Bank Ltd:
Loan Products:
Doctor's Loan
Salary Loan
Now Loan
Car Loan
Teachers Loan
Study Loan
Travel Loan
Credit card Loan
Top Up Loan
High Flyer Loan
Secured Loan/ D
5eposit Products:
Fi!ed Deposit
"nterest First Fi!ed Deposit
#$ira% #ccount
D&S
'(ee #ccount
Saving #ccount
Current #ccount
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch :

Salary #ccount
)usiness #ccount
Fe%ina #ccount
Cards:
#T*/De$it Card+
/ ,"S# #T* De$it Card Features
/ #T* Locations
/ Lost Card/Card -eplace%ent
/ Helpline
Co. )randed Cards+
/ #arong Card
/ #L"C Card
/ D"# /old Card
'ther +er"ices:
Loc0er Service
Credit Cards1
+ome other +er"ices:
Non. Stop )an0ing+
/ S*S )an0ing
/ Direct "nternet )an0ing
/ &hone )an0ing
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &;

*.&;.;* 4eatures of Customer Products of BRAC Bank Ltd.
Loan Products:
1. Doctor's Loan:
BRAC Bank introducing 5octorJs Loan! an e$clusi"e loan facility for the 5octorJs fraternity.
Bo# practicing 5octorJs can a"ail this loan "ery easily to meet their professional needs.
Eli)ibilit.
.a"ing ).B.B.+. #ith * years of e$perience
A salaried or a self employed 5octorJs
Aged bet#een *3 to 33 years
Ma0imum Amount
Taka &3 Lac
Features
Loan from B5T * Lac to B5T &3 Lac
Bo +ecurity Re%uired
Loan in 1E .ours
2. Salary Loan:
A salaried indi"idual #orking in Bangladesh can keep an e$tra &3 monthJs salary to his pocket
#ith the help of BRAC Bank +alary loan! Loan against his salary Because BRAC Bank has
been designed the concept of +alary Loan keeping the customers into their mind..
Eli)ibilit.
(mployed as a regular salaried staff
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &&

.a"e minimum age of *3 years! ma$ ? 3= years 6at the time of application7
f you earn a gross monthly salary of Tk. &;!;;;
Ma0imum Amount
Any#here bet#een &.3 lac to &; lac 6ma$imum7
Features
Loan up to &3 times of your +alary
Bo collateral of cash securities
Loan processed just #ithin *1 hours
4le$ible repayment (%ual )onthly nstallments 6()s7 o"er a period of &* months to
9; months
Person #ith salary account #ith BRAC Bank #ill enjoy &F less than the pre"ailing
interest rate
,o'uments re1uired
Last = monthJs bank statement
Last salary slipHLetter of introduction
Proof of identity
Proof of residence
Proof of employment of minimum * years at the current organi2ation
3. NoW Loan:
The concept of Bo0 lone described by BRAC Bank as JKou choose #hile #e payJLL Life is
good making it better #hen the customer can enjoy BRAC Bank Bo0 Loan. n case a person
need to purchase home appliances! furnitureJs! computer or other consumer durables for
personal use! the bank offer him the most appropriate solution #ith the Bo0 loan.
Eli)ibilit.
Letter of ntroduction
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &*

BRAC Bank account holder aged from *3 to 33
A salaried employee #ith minimum monthly income of TG &;! ;;;
(mployed in your current organi2ation for t#o years
= months Bank statement 6latest7
Pay slip re%uired if salary paid in cash
For Business *erson
TB
Business proof ? * years
= months personal and company Bank statement
Permanent address must be #here you operate
Ma0imum Amount
&3 times of gross monthly income
Features
Bo Collateral H Cash +ecurity
D* .our Processing
+mall )onthly nstallments
4amily members guarantee
4. Car Loan
BRAC Bank Car Loan can stop a customer dreaming and +tart dri"ing. 0hether the customer
#ants to purchase a brand ne# car or a reconditioned one! the bank has the most customer?
friendly car loan scheme a"ailable
Eli)ibilit.
Both salaried e$ecuti"es and business persons
Age bet#een *& at the time of application to 9; at the time of maturity
)inimum monthly income B5T *3!;;;
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &=

Length of ser"iceHAge of business: )inimum * years
Ma0imum Amount
&;;F of the "ehicle price
)a$imum B5T * million
Features
&;;F Car "alue financing
Loan status in D* hours
Both unregistered Brand Be#HReconditioned car finance! Loan term: &*?9; months.
M This figure is indicati"e and can change o"er time
5. Teachers Loan:
J.onest profession! .onest +er"iceJ. BRAC Bank TeachersJ Loan pro"ides a #edding or a
dream holiday! financing a business or sur"i"ing an emergency! Teachers Loan can be
applicable just #ithin three days of applicationL
Eli)ibilit.
A teacher of any reputed school or uni"ersity
.a"e a minimum length of ser"ice record of at least t#o years
.a"e a minimum net salary of Tk. 3;;;
.a"e a minimum age of *= years
Ma0imum Amount
&; times of your gross monthly salary
The loan amount stretches from Tk. 3;!;;; to Tk. &;!;;!;;; 6ma$imum7
Features
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch
Monthl. installment s'hedule for Tk! 2 la' loan
)onths &* *1 =9 1E 9;
Amount :&9E.1E 1::=.*= =9&9.*D *:=E.3; *31;.*9
&1

4astest Processing Time
+mall )onthly nstallments
)inimum Loan 5ocumentation
6. Study Loan
JKour gate#ay to the #orldJ is the motto of BRAC Bank. The +tudy Loan gi"es the child
deser"es the best education that e"ery person ha"e planned it ahead. BRAC bank has the
perfect solution for their childJs future #ithout #orried about financing.
Eli)ibilit.
ParentH financial guarantor of the student pursuing higher education locally and abroad
(arning TG *3!;;; per month
Aged bet#een =; to 9; years
Business 3erson:
TB
Company and personal Bank statement 6latest7 9 months
Ma0imum Amount
&3 times of your gross monthly income
Features
+mall )onthly nstallments
Repayment scheme up to ma$imum of 3 years
)ultipurpose facility to meet li"ing e$penses! airfare! personal e$penses beside tuition
as #ell
4or both salaried and self employed
. Tra!el Loan
JtJs time to flyJ! BRAC Bank Tra"el Loan opens the door for planning to take a trip abroad. t
gi"es the simplest #ay of financing! #hich ha"e fast and easy loan processing. The tra"el lone
simply add e$citement to the tra"el plan.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &3

Eli)ibilit.
An indi"idual #ith minimum monthly income of TG &3!;;;
A salaried or a self employed person
Aged bet#een *3 to 3= years
Ma0imum Amount
E to &; times of gross salary
Features
+mall )onthly nstallments
3;F off on 4oreign Currency (ndorsement 4ees
4or +alaried and self?(mployed indi"iduals
4hat do .ou need to a**l.5
4or salaried employees! tourist "isa of the tra"eling country! last = monthJs bank
statement! last salary slipH letter of introduction sho#ing salary! proof of 5! proof of
residence! business card! photocopy of passport! %uotation from tra"el agency regarding
airfare! proof of employment of minimum * years! applicantJs N employerJs name in the
address field family member guarantee.
4or a self? employed person! tourist "isa of the tra"eling country! last si$ months bank
statement! copy of trade license! TB Certificate! proof of residence! spouse guarantee!
business card! photocopy of passport! %uotation from tra"el agency regarding airfare.
". Cred#t Card Loan
Through the BRAC Bank credit card is necessary to get a loan from BRAC Bank. Loan can be
used for any reason from buying consumer goods! automobile to "acation e$penses.
Eli)ibilit.
A one?year?old local credit card #ith any institution
A minimum of &* months of satisfactory credit card relationship #ith any credit card
issuer in Bangladesh
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &9

Additional Re1uirements:
Salaried:
Letter of introduction pay slip
Latest = months Bank statement
Business 3erson
TB
Proof of 3 years in business
Permanent address in the area #here you operate
Company and personal Bank statement 9 months 6latest7
Ma0imum Amount
3 times of credit card limit #ith a ma$imum of TG &!;;;!;;;
Features
Any Purpose Loan
+tatus of the facility in just D* hours
4le$ible repayable plan in e%ual monthly installment
4hat do .ou need to a**l.5
Copy of credit card
Last = monthJs credit card statements
Proof of & year of credit card history
Personal guarantee of immediate family member
$. To% &% Loan
BRAC Bank Top Op Loan is easy loan for good borro#er. This unsecured loan is designed to
meet "arious personal needs #ithout mentioning the purpose at all. By applying according to
the re%uirements Top Op lone can be a"ailable to the customer.
Eli)ibilit.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &D

An e$isting retail borro#er of a reputed financial institution #ith good repayment
history
A salaried or a self employed indi"idual
Aged bet#een =; to 33 years
Ma0imum Amount
Taka &; Lac
Features
Bo tiring paper #ork
4acility status #ithin D* hours of application
1'. (#)h*lyer Loan
BRAC BankJs .igh4lyer Loan is for airline! C+A N Tra"el Agency a professional is to makes
the customer long cherished desires an absolute reality. (njoy life to the fullest and take benefit
of the "aried opportunities it offers the .igh4lyer Loan.
Eli)ibilit.
)a$imum *; times of your net monthly salary.
)inimum loan si2e is B5T 3;!;;;! loan is a"ailable up to B5T 3;;!;;;.
Ma0imum Amount
&3 times of your gross monthly income
Features
Bo +ecurity
4astest Processing Time
Loan up to 3 years
Attracti"e interest rate
11. Secured Loan+ ,D
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &E

A special scheme that allo#s the customer to a"ail cash at nominal interest rates. The security
of the customer is kept untouched in the BankJs custody as the "alue gro#s.
Eli)ibilit.
All BRAC Bank account holders aged from *& to 93
People from all income groups ? salaried employees and self?employed business people
#ith security in their possession
Ma0imum Amount
)a$imum amount can go up to Tk 3 crores. 0e e"en allo# loans up to e"en &;;F of
the "alue of your securities 6conditions apply7
Features
Allo#ed to choose bet#een the %uarterly repayment option and the monthly installment
option
Can a"ail the facilities in single or in joint names
nterest #ill be calculated using reducing balance method
5eposit products:
1. *#-ed De%os#t:
*enin) Re1uirements/
6 A Current Account or +a"ings Account
7eneral Features/
6 A term deposit #ith a guaranteed monthly return on in"estment
6 Competiti"e interest rates
6 (arly encashment fle$ibility
6 +ecured Loan andHor +ecured '"erdraft eligibility
Related Conditions and Char)es
6 (arly (ncashment Charge: no penalty charge< interest #ill be paid at pre"ailing +a"ings
Account rate if 45 is maintained for at least = months
6 +ecured Loan andHor +ecured '"erdraft eligibility: up to :3F of Abiram "alue
6 +ecured Loan and H or +ecured '"erdraft eligibility: up to E;F of 445 "alue
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch &:

Interest Features
6 Proposed rate of interest on 5eposits: 0ith effect from *;.&;.*;;9:
F,Rs: 3rin'i*al Amount 8 Rate of Interest
Tenor
299K/
:::K
2999K/
;:::K
<999K/
::::K
29999K/
;::::K
<9999K/
:::::K
299999K
8 abo-e
2 month :.;;F :.;;F :.;;F :.;;F :.;;F :.;;F
= months &&.;;F &&.;;F &&.;;F &&.;;F &&.;;F &&.;;F
> months &&.;;F &&.;;F &&.;;F &&.;;F &&.;;F &&.;;F
2? months &&.;;F &&.;;F &&.;;F &&.;;F &&.;;F &&.;;F
?; months &;.;;F &;.;;F &;.;;F &;.;;F &;.;;F &;.;;F
=> months &;.;;F &;.;;F &;.;;F &;.;;F &;.;;F &;.;;F
2. .nterest *#rst *#-ed De%os#t:
BRAC Bank nterest 4irst 4i$ed 5eposit lets the customer dra# the interest instantly at the
time of deposit. The customers don8t ha"e to #ait till maturity to recei"e interest on 4i$ed
5eposit. A deposit scheme #here the client recei"es interest in ad"ance.
Features
Attracti"e rate of return
Loan facility against the 445
Interest First 3rin'i*al Amount 8 Rate of Interest
Tenor 299K 8 Abo-e
= months &;.D3F
> months &;.D3F
2? months &;.D3F
3. /0#ra1 /ccount:
BRAC Bank JAbiramJ Account is a special type of 4i$ed 5eposit scheme! #hich offers the
fle$ibility N comfort of ha"ing a guaranteed monthly return on the in"estment. 0ith BRAC
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *;

Bank JAbiramJ Account! the customer can ensure a safe N steady return on the in"estment.
Cause hard earned money of the customer is paying?off immediately<
Features
)onthly interest of the deposit
Attracti"e rate of return
:3F loan against the deposit.
ABIRAM 3rin'i*al Amount 8 Rate of Interest
Tenor
299TK/
:::K
2999TK/
;:::K
<999K/
::::K
29+999K 8 @
2? months &;.D3F &;.D3F &;.D3F &;.D3F
?; months &;.;;F &;.;;F &;.;;F &;.;;F
=> months &;.;;F &;.;;F &;.;;F &;.;;F
4. D2S 3De%os#t 2re1#u1 Sche1e4:
BRAC BankJs 5eposit Premium +cheme is a sa"ings plan that adds "alue to the hard earned
money.
Features
)onthly installments can be as lo# as Tk. 3;; or any multiples of it
Choose any day as the installment date
Recei"e a +a"ings aHc #ith a personali2ed che%ue book
'n?line banking facilities
The customers don8t need to stand in a long %ueue to deposit 5P+ nstallments. .e can
al#ays deposit more than one installment in the sa"ings account and the bank #ill
automatically transfer the installment to his 5P+ account on due dates
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch
Monthl.
Installment
Amount $B,T!%
Maturit. amount after 'om*letion of all re)ular installments
*a.mentA
1 Kears6E.3F7 D Kears6:.;F7 && Kears6:.3F7 &1Kears6:.D3F7
3;;.;; *E!99D.;; 3E!93;.;; &&9!9;=.;; &D:!33;.;;
&;;;.;; 3D!==1.;; &&D!=;;.;; *==!*;D.;; =3:!&;&.;;
*&

5. 56ee /ccount:
JBanking That +ets Kou 4reeJ BRAC Bank offers (2ee Account a non?che%ue interest bearing
account for small sa"ers #ho are in fre%uent need of transaction. t doesn8t need to #rite a
che%ue or stand in a long %ueue to dra# money from BRAC Bank. Customer can get an AT)
card to operate their account round the clock.
Re1uirements for o*enin) an EBee A''ount:
* passport si2e photographs of account holder
& passport si2e photograph of nominee
Photo copy of photo 5
Proof of address
nitial deposit of minimum B5T &;!;;;
Features
nterest rate is 1F
5eposit in any Branch
*1 hour access to AT)s and P'+
nterest on daily balance
Bo minimum balance
Bo ledger fees
5. Sa!#n)s /ccount
A regular sa"ings account offering interests on deposit amount.
Re1uirements for o*enin) an EBee A''ount:
Primary Account opening balance ? &3!;;; B5T
Bo minimum balance re%uired
* copies of your recent photograph
Ialid photocopy of you 5 CardH5ri"ing License
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch **

& copy of BomineeJs Photograph
Features
E transactions
Cash #ithdra#al and deposit of 3 lac and abo"e need clarification
Bo forfeiture rules or hidden costs
Bo re%uirement for notices to be gi"en before making a #ithdra#al
Ose our net#ork of AT)s for easy cash #ithdra#al
Cet mini balance statements from our AT) #hene"er you need nterest rate of 3.3F
on a"erage monthly balance
6. Current /ccount
BRAC BankJs Current Account is a normal checking account! gi"es the option to deposit and
#ithdra# money for day?to?day needs.
Re1uirements for o*enin) a 'urrent A''ount:
Primary Account opening balance ? &3!;;; B5T
Bo minimum balance re%uired
* copies of your recent photograph
Ialid photocopy of you 5 CardH5ri"ing License
& copy of BomineeJs Photograph
Features
AT) card for easy cash #ithdra#al
0ithdra# money from any AT)+
5eposit che%ue at any branches and get the fund transferred to the account
immediately
Ose online banking facility for free (asy access to other facilities
Bo interest rate.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *=

. Salary /ccount
BRAC Bank +alary Account is a payroll account for (mployers and (mployees. As an
organi2ation! it can opt for +alary Account to enable easy disbursements of salary N enjoy
numerous other benefits.
Eli)ibilit.
The organi2ation needs to ha"e a minimum of &; employees and a payout of Tk. & lac per
month and an a"erage salary per employee of Tk. &;!;;; per month.
Cero Balan'e
There is no minimum balance re%uired to open +alary Account. (mployees can open +alary
Account #ith 2ero balance
ATM ,ebit Card
(mployees #ill be pro"ided #ith AT) 5ebit Cards to allo# them to access to *1 hour
banking. These AT) 5ebit Cards can also be used for retail purchases at "arious stores all
around the country.
Sa-in) Interest
The account also accrues interest on deposits. Bo minimum balance is re%uired to earn interest
on the account. All an employer #ould re%uire to do is to send BRAC Bank an ad"ice 6in the
form of a che%ueHdebit instruction etc7 for the total salary amount along #ith the salary details
of the designated employees in a soft and hard copy format and the bank #ill credit the
respecti"e employeesJ accounts as per your statement of ad"ice.
". 7.8N5SS /ccount
Bi2ness Account is an interest bearing account only for business (nterprise for +)( and
Retail Banking. This product has been set in a #ay to encourage small N medium
entrepreneur to enter into the #ide range of modern banking facilities of BRAC Bank
Limited.
Eli)ibilit.:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *1

+mall and medium si2ed business entrepreneur of a sole proprietorship business
(ntrepreneurs aged bet#een &E to 9; years
'pening balance ? B5T?&;! ;;;.;;
Features
1F interest on daily balance
+mart Business Card
*1 hour Access to AT)sH P'+
Tk?3;! ;;; #ithdra#n facility 6per day7 from AT) N Tk?&;;! ;;; from P'+
Bo )inimum Balance! Bo Ledger 4ees! Bo hidden cost
Bo bar for using P'+
Phone?Banking! 'nline Banking! +)+ Banking! nternet Banking facility
nterest paid to account t#ice a year
Cards:
There are t#o types of debit cards introduced by BRAC Bank Ltd. They are:
DISA ATME,ebit Card
Co/Branded Card
1. 9.S/ /T:+De0#t Card
AT) Hdebit card is a plastic card to be used to mainly #ithdra# cash from automated teller
machine 6AT)7. By opening an account #ith BRAC Bank Limited! customer can ha"e AT)
card.
3erson Fho are not eli)ible for ATM 'ard:
/ Aoint accounts operated by joint signature
/ Accounts of minors
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *3

/ Accounts under attachment order
/ Accounts under disputes
/ 5ormant accounts
ATME,ebit Card features:
5ra# money up to B5T =;!;;; per day
Check balance statements of your AT) and P'+ transactions
Cet a )ini +tatement
Change PB number
Ose it in BRAC Bank P'+ outlets to pay
*1 hour hotline a"ailable to resol"e %ueries and problem
AT) Locations:
:: Dhaka ZONE::
1. Gulshan Branch
2 /ulshan #venue3 /ulshan
Dha0a
2. Banani Branch
243 5e%al #tatur0 #venue3 )anani
Dha0a
3. Panthapath
)ashundhara City *ar0et3 6/round Floor7
L.23 )23 28/5a/23 &anthapath
Dha0a
4. Satmasjid !ad Branch
9::3 Sat%as;id -oad3 Dhan%ondi
Dha0a
". #!$h%a&ar Branch
#arong &la(a 6/round Floor7
<223 uter Circular -oad3 *ogh$a(ar
Dha0a
13. 'ari
)a0ul Tala Co%ple!3 Shop = 2>
:3 Folder Street3 ?ari
Dha0a
14. Gr((n !ad
Shop = @3 Suvastu AAice
Holding = @2.@<3 /reen -oad
Dha0a
1". )*E+S S,uar(
-iAels SBuare
&eel0hana3 Dha0a
1-. B!n!sr((
House No1 <3 -oad1 83 )loc0.D3
&ro;ect C)onosreeC
'astern Housing Li%ited
-a%pura3 Dha0.2<2>
1.. D(lta #(dical
Delta *edical Centre Li%ited
<:/< Darussala% -oad
*irpur.23 Dha0a.2<2:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *9

-. ampura
2@3 'ast -a%pura3 Shop = /F.23 /reen
Tower
6/round Floor73 D"T '!tension -oad
Dha0a
.. El(phant !ad
Sheltech Sierra3 <8: New 'lephant -oad
Dhan%ondi3 Dha0a
/. #!hammadpur
2<3 /a(na$i -oad3 College /ate
*oha%%adpur
6pposite to sohrawardy Hospital7
Dha0a
0. #irpur Branch
House = 283 -oad = 83 )loc0.#
Section.223 *irpur3 Dha0a
11. 2ttara Branch
&lot = 23 -oad = 2@3 Sector.8
Uttara3 Dha0a
11. Bail3 !ad
2/@ nawratan Colony
&roperty #rcate
New )aily -oad3 Dha0a
12. Bashundhara4 Baridhara
)ashundhara )a(ar
)loc0.#3 &lot.2<@
)ashundhara -/#3 Dha0a
1/. B56 2ni7(rsit3
)-#C University
:: *oha0hali3 Dha0a
10. Nara3an$!n$
Holding No1 2D9 6228 ld7
)1) -oad3 Narayangong
Dha0a
:: 6hitta$!n$ ZONE ::
21. #!min !ad Branch
Chittagong
<3 *o%in -oad
Chittagong
21. Panchaish
2</2< -3 Ni(a% -oad
&anchaish3 Chittagong
22. 6h(7r!n
Chevron Clinical La$oratory
2</2<3 1 -1 Ni(a% -oad3
&anchlaish3 Chittagong
:: S3lh(t ZONE::
23. Zinda%a&ar Branch
Sylhet
New /olden City Co%ple!
'ast Einda$a(ar3 Sylhet
Lost CardECard Re*la'ement:
f the card is lost:
At first call at the help desk to block the card 6 *1 hours help7
Co to the respecti"e branch to collect the AT) ser"ice form. After filling submit it to
the branch #ithin = #orking days! it #ill be collected along #ith PB.
n help line! balance cannot be en%uired o"er phone.
"el* Line:
These are t#o numbers of AT) help line:
P QEE?;*?EE3:*;;
P QEE?;*?EE3:*;&
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *D

2. Co; 0randed card:
Cards that are offered by BRAC Bank rather than regular debit card they are called Co?
branded cards. There are three Co? branded cards offered by BRAC Bank.
/aron) Card:
4hat is BRAC Bank Aaron) ATM Card5
tJs a co?branded AT) Card #ith special cash back feature.
"oF is it different from other 'ards5
Onlike other AT) cards! the holder of this card can enjoy 3F cash back facility #hile
shopping at any Aarong outlet and the discount shall be automatically credited to customerJs
account #ith BRAC Bank.
Features
+a"e 3 F on e"ery shopping at Aarong
Cet cash back straight into your account and earn interest
Fa'ilities
*1?hour access to AT)Js across Bangladesh
/l#co Card:
4hat is BRAC Bank ALIC ATM Card5
tJs a co?branded AT) Card #ith Life nsurance co"erage.
"oF is it different from other 'ards5
Onlike other AT) cards! the holder of this card can enjoy a special life insurance facility.
Features
4ree Life insurance Co"erage upto B5T *;;!;;; #ith #orldJs leading insurance
company ALC'
Bo premium payment hassle
Fa'ilities
*1?hour access to AT)Js across Bangladesh
Access to country#ide designated P'+ 6Point of +ales7
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *E

D./ <old:
4hat is BRAC Bank ,IA 7old ATM Card5
tJs a co?branded AT) Card #ith special cash back and cash discount feature.
"oF is it different from other 'ards5
Onlike other AT) cards! the holder of this card can enjoy &;F cash back facility #hile buying
diamond products and EF cash discount on the making charge of purchased gold items at any
5A C'L5 outlet.
Features
+a"e &; F on 5iamond je#elries
+a"e EF on the making charge of Cold je#elries
Cet cash back straight into your account and earn interest
Fa'ilities
*1?hour access to AT)Js across Bangladesh
Access to country#ide designated P'+ 6Point of +ales7
'ther +er"ices
Loc=er Ser!#ce:
BRAC Bank Ltd pro"ides ser"ices to its customers. Customers ha"ing a sa"ing or (2ee
account can easily ha"e that ser"ice by filling up an application form. +Hhe can keep hisHher
any "aluable asset safe in the locker by paying a charge.
Char)es:
+mall Locker : B5T *!3;;.;; 6Kearly7
)edium Locker: : B5T =!3;;.;; 6Kearly7
Large Locker: : B5T 1!3;;.;; 6Kearly7
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch *:

Cred#t Cards:
A credit card is a piece of plastic used for purchasing goods and ser"ices and for obtaining cash
disbursements on credit terms
T#o type of Credit Card:
I+A Card Cold? Local
I+A Card +il"er? Local
The local Taka Credit Card #ill pro"ide cardholders #ith an unsecured re"ol"ing facility.
)inimum and ma$imum credit limit #ill be Tk. &;!;;; and Tk. 1;;!;;; respecti"ely.
Appro"ed credit limit shall in no instance 6subject to #ai"er from competent authority7 e$ceed
t#o and half times of applicants gross monthly income as assessed through the application and
accompanying documents.
Features of BRAC Bank Credit Cards:
+trong AT) net#ork! in *;;D bank is going to ha"e AT) booths.
Bon? stop payment through branch end till E P) on #eek days
+aturday banking transactions till & pm in selecti"e branches
Through P'+ cash #ithdra# can be done
4irst supplementary card is free
Primary card applicant must be o"er *& years of age. +upplementary card applicant
must be at least &E years of age.
+er"ices through branch end! call centre and .'
Re#ard point
)inimum monthly income to apply is Tk. &;!;;;H? for a sil"er card and Tk. 13!;;;H?
for a Cold Card.
Fa'ilities:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =;

Through AT) per day cash #ithdra# limit is Tk. *;;;; @ *1 hrs round the clock.
nstallment payments.
5iscount offers in different merchants
Otility bills can be paid through AT) using credit card
Co? branded credit card
Credit shield facilities
Re1uirements to a'1uire a BRAC Bank Credit Card:
Photograph 6one copy7
Copy of passport 6&
st
first page7
Personal bank statement for last & year
f salaried! latest original salary certificateH pay slip
f self employed! copy of trade license and personalH company bank statement for the k
last 9 months
Copy of TB 6Ta$ dentified Bumber7 Certificate
+ome more ser"ices:
SMS Bankin):
+)+ Banking ser"ice is pro"ided through mobile phone. +ome features of +)+ Banking are:
nstant Account Balance
)ini +tatement
(asy to use
4i$ed deposit maturity alarm
.igh "alue transaction alert
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =&

*!r 5cc!unt Balanc(:

*!r +ast *(8 9ransacti!ns:


Internet Bankin):
nternet banking is pro"ided through internet. +ome features of internet ser"ice are:
Balance in%uiry
Account +tatement
Loan information
Lost card reporting
'#n account fund transfer.
3hone Bankin):
Phone banking is pro"ided through phone. +ome features of phone banking ser"ice are:
Account related information
Balance in%uiry
Transaction details
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =*

Product information
AT) card N che%ue book ser"ices
*.&& 'peration Bet#ork 'rganogram:


=.& Bature of the job
Throughout my internee period ha"e #orked #ith more or less all the C+' 6customer
ser"ice officer7! and try to help at my le"el best to help them in their #ork. But don8t get the
chance to #ork in the cash. +o basically kno# more about general banking. The tasks that
ha"e done throughout my internee period are gi"en bello#:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch ==
Chairman
)anaging 5irector 6)57
5eputy )anaging
5irector 65)57
Chief 'peration 'fficer
6C''7
.ead of Retail

BP) 6Bills Paying )achine7 N AT) 6Automatic taller machine7 e$ecuti"e!
Customer account opening!
0estern Onion )oney Transfer!
AT) card8s pin deli"ery!
Pro"ide information of all types of customers %uery!
Ierification of signatures of different issues!
Opdate the e$change rate!
Reconcile the accounts at the end of the day.
=.* +pecific responsibilities of the job
ha"e started my internee #ith the responsibility of BP) 6Bills Paying )achine7 N AT)
6Automated Taller )achine7 e$ecuti"e. gi"e ser"ice there for more than one month. Then
#as assigned for the job of different account opening. Beside that another job #as to gi"e
ser"ice to the customers #ho recei"ed money or remittance through >0estern Onion )oney
Transfer-. t #as one of the technical and responsible jobs! though all of my tasks re%uire a
lot of responsibility. also ga"e the pin number of the AT) card and sol"e card related
%ueries. nstead of that also pro"ide all type of customer in%uiries and try to sol"e their
problems.
All of these tasks need e%ual responsibility and sincerity. But some times it creates pressure
for me to do the tasks simultaneously. But #as too lucky that got the help and guidance of
my seniors. They also help me #hen #as #rong and if there is any problems. n the ne$t
page the responsibilities of my jobs are gi"en in detail:
B3M $Bills 3a.in) Ma'hine% 8 ATM $Automated taller ma'hine% E0e'uti-e:
The first one and a half month of my internee period! #orked as a BP) 6Bills Paying
)achine7 N AT) 6Automated taller machine7 e$ecuti"e. 0e are accustomed #ith the ser"ice
of AT) and ho# it #orks. But BP) is one of the ne#ly introduced technologies in BRAC
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =1

Bank. The full form of BP) is Bill paying machine. Basically it is a machine for deposit
money up to taka *;!;;; or less than that. The main purpose of the machine is to a"oid the rush
of cash counter. The main ad"antage of BP) is! a customer can deposit money *1 hour e"en in
the holy days. As the machine #as ne#ly introduced in the branch! #as assigned to e$ecute
the system and help the customers #ho #ant to deposit their money.
The system of deposit money in BP) is "ery simple. 4irst of all an en"elop must be filled up
by pro"iding the information of the account number! the account holders name! the contact
number and the signature of the depositor. And on the left hand side! the amount that is
deposited must be #ritten 6n amount7. After filling the en"elop appropriately! the en"elop
must be put in to the machine by operating it. )y main job #as to gi"e instructions and sho#
the #ay to deposit the money through bills paying machine. also help to customers #ho face
problem #hile using AT).
Customer a''ount o*enin):
After #orked as an AT) N BP) ($ecuti"e! #as assigned to #ork #ith account opening
department. n a #hole day ha"e to open more than &; accounts. Customer account opening
is a lengthy process. f the customer ha"e the documents that sHhe is needed to open that
particular account! he or she must fill an account opening form correctly. f there is any
problem found in the fulfillment of the form or the form is #rongly filled! the form #ill be
return on the ne$t day. +o the form must be filled correctly. f all things are right! the C+)
6Customer +er"ice )anager7 gi"e the permission to open the account. Customer than ha"e to
gi"e signature in the register and pro"ide all the necessary information. They ha"e to fill up a
GKC 6Gno# Kour Customer7 form to ha"e more idea about the customer. The main purpose of
this form is to gi"e all the necessary information regarding the account! like the charges!
benefits! and if any specific in%uiry the customer has.
also open 45R account! 5P+ account! different type of account like? (2ee account! sa"ing
account! campus account! business account! partnership account. The detail of these account
are gi"en in chapter? *.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =3

+o from the opening a ne# account! had to do all the necessary things. To complete this job
had to be careful because some problem can be arise #hile opening any account.
After the customer ser"ice hour! the forms currier to the head office 6Culshan? &7 to the
respecti"e department. +o my job began here from opening an account and end after currier
them to the head office.
The process of opening an account is gi"en in the flo# chart bello#:
4estern #nion Mone. Transfer:
4or more than &3; years! 0estern Onion has been connecting people.
Today8s 0estern Onion:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =9
Client co%e and show interest to open an account
Fill 5FC 65now Four Custo%er7 Aor%3 chec0 the clients has necessary docu%ents
G inAor%ation to open an account
"A has then give hi% the
application Aor% to Aill up
"A hasnt3 serve the app1 For% G inAor% the
necessary docu%ents to $ring ne!t day
Chec0 the application Aor% careAully and whether it include necessary docu%ents
/et the signature oA the client on the register
Deliver the welco%e pac0 and the #T* card

s a global leader in money transfer ser"ices.
s an industry leader #ith appro$imately R1 billion in re"enue.
.elps consumers and businesses send money and bill payments %uickly and reliably
Pro"ides consumers #ith financial choices! con"enience and control.
'ffers ser"ices through Agent locations around the #orld.
The #orking process of 0estern Onion )oney Transfer is gi"en in the flo# chart bello#:
ATM 'ardGs *in deli-er.:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =D
Custo%ers Aill up the Aor% co%pletely
Chec0 and ;ustiAy the necessary docu%ents
and
attach%ent oA docu%ents with the Aor%
"nput the *TCN nu%$er and cross chec0 the
inAor%ation given in the syste% and the Aor%
"A any %is%atch with the
inAor%ation3 Aor%s return to the
custo%er to Aill it properly1
"A the inAor%ation %atches3 the
Aor% should $e AulAilled in the
syste%
#Ater Ailling the Aor% in the syste%3 < print out
should $e ta0en and signature oA the custo%er1
#Ater ta0ing the authori(ed signature oA )* G CS*3
custo%er received %oney Aro% the cash counter

All type of customer account has an AT) card. 0hen a customer opens an account! he gets an
AT) card and also a pin number. But the pin number should be gi"en to that particular
customer only. Beither of his relati"es can get the pin number. f the customer gi"es the
authorities to any person to take the pin numbers! the bank #ill not allo# him do so. Because
the number is "ery much sensiti"e. By kno#ing the pin number any one can #ithdra# the
money from AT). +o at the time of deli"ering the pin number! had to justify the person
#hether he is the original account holder or not. t can be justified by the signature "erified seal
gi"en by the customer ser"ice officer. t can also be "erified by matching the customer8s
signature in the system. But incase the signature is not up dated in the system! the customer can
be "erified by asking some personal %uestions! like? date of birth! mother8s name! contact
number! mailing address and so on.
After the "erification of the customer the pin number is gi"en and after three #orking days
from the account opening date! the card can be acti"ated by calling in the phone banking. The
number of phone banking is? 92H2:?=9999 and 92H2:?>9999!
also sol"ed and ga"e information of all type of card related problems and %ueries. 4or
e$ample: if the AT) card is lost! or stolen! if the card breaks! if any one #ant to reissue a ne#
pin number or forget his pin number! if any one #ants to cancel his AT) card! or #ant to ha"e
a supplementary card! or #ant to ha"e other type of debit card! like? AL'C' CAR5! AR'BC
CAR5! BO+B(++ CAR5! 5AC'L5 CAR5? took all the necessary steps to sol"e their
problems. There #as a form #hich must be filled up by the customer and the signature must be
"erified then. After the ser"ice hour! the forms #ere currier to the head office addressing to the
respecti"e department.
The process of deli"ering the pin no is gi"en in the flo# chart bello#:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =E

3ro-ide information of all t.*es of 'ustomers 1uer.:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch =:
# person co%es to the $ranch/ opens an #/c and reBuest Aor #T* card
The client opens an a/c
and wants welco%e pac0
Client wants his na%e
H'%$ossedI in the card
-eBuest the client to Aill up the #T* Service Aor%
Send green Aor% to #T* help des03 0eep white Aor%
Aor $ranch reAerence3 give yellow Aor% to client
Card delivers to the %ailing address aAter 9 wor0ing days
Client co%es to $ranch G reBuest Aor the pin nu%$er
#s0 the clients account na%e G account nu%$er
,eriAy the client $y signature and $y other inAor%ation
/et the H#T* Ter%s G condition paperI signed $y client
Deliver pin nu%$er G get clients signature on the register

also pro"ided information to all type of customer %ueries. (ach day many people come to the
branch #ith "arious types of problems. tried my best to gi"e them the proper information and
try to sol"e their problem. +ome of the information that pro"ided are gi"en bello#:
I Account opening re%uirements! 5P+ related information! 45R information! some type of
loan facilities! different type of debit card related %ueries and their benefits.
I Ci"e instructions for address change! signature change! mandate instruction! nominee
change! account closing information! 5P+ closing information! 45R closing formalities! pay
order! document issue and all type of %ueries.
I also ga"e information of 4estern union mone. transfer. used to gi"e information!
like? from #hich country the money can be sent and in #hich banks money can be recei"ed.
usually tell about the formalities or re%uirements to be maintained to recei"e the money.
S BRAC Bank has recently launch BRAC Bank 'redit 'ard in the market. used to
pro"ide information about the card! the re%uirements that must be maintained to be a card
holder! the facilities to be a BRAC Bank credit card holder and other card related %ueries.
Derifi'ation of si)natures of different issues:
Ierification of signatures is "ery important for banking transaction. Because one of the
important pro"es to be an account holder is the signature. t #as also a risky issue. used to
"erified signature for different issues! like?
S 4or AT) card deli"ery!
S 4or balance in%uiry!
S 4or stop payment instruction!
S 4or address change! nominee change! mandate instruction! signature change!
S 4or che%ue book deli"ery!
S 4or 5P+ account opening!
S 4or 5P+ certificate deli"ery.
=!= Critical obser"ation:
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 1;

5uring my internship period in BRAC Bank Ltd! Banani branch! #orked mainly #ith retail
banking products of BRAC Bank. t #as more like general banking. As got the opportunity to
#ork #ith more or less all the C+'8s 6Customer +er"ice 'fficer7! obser"ed some errors in
different stages. Pre"iously ha"e mentioned my specific job responsibilities during my
internee period. 5uring performing my job! found that there #as lack of good management of
the superiors. 4or those una"ailable circumstances offend arise.
0hile performing my jobs! found some errors fre%uently happened. The errors are follo#s:
/ BRAC Bank! Banani branch is one of the busiest branches of BRAC Bank after
Culshan branch. +o the branch needs to be #ell managed. This branch must start token system
to a"oid the rush of the customer.
/ )ost of the time there #ere problem #ith the AT) and BP) machine. n AT)!
it sometimes remained out of order! some time out of cash! and some times customer face the
problem of cash and card capture.
? As BRAC Bank follo# centrali2ed banking system! it creates a lot of problems for the
customer. The branch could not al#ays gi"e the solutions to the problems of the customers.
Because they need to contact #ith the head office for se"eral problems. t makes delay to the
ser"ice and customers some times get angry.
? Too small branch to handle #ith a huge number of customers.
+ome mismana)ement has been identified #hile dealing #ith retail product. These are:
? C+'s dealing #ith retail products ha"e to perform dual duties? ser"ice to customers
and another customer interrupt bet#een their con"ersations. As a result! they fre%uently
mistake in the customer ser"ice. +o that makes difference to the ser"ice %uality.
? +ometimes it seemed to me that! officers8 deals #ith retail products don8t ha"e
sufficient kno#ledge. +o their clients are doing business #ith little or e"en no kno#ledge about
the product sHhe has been engaged #ith.
? +ome officials dealing #ith retail products ha"en8t been as professional as a pri"ate
bank does re%uire.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 1&

? +ometimes it seemed to me that charges and other fees are "ery high compared to
other pri"ate banks. t fre%uently creates customer dissatisfaction.
? Bank should arrange more BP) booths in e"ery branch or if possible beside the AT)
booths. There are only fi"e branches #here the BP) ser"ice is a"ailable. +o it make problem
to the customers #ho #ants to deposit their money.
? 'ne of the major problem in Banani branch is it don8t ha"e separate space for
0estern Onion )oney Transfer. The acti"ities of account opening and 0estern Onion #ere
done in the same desk. 0hich feel created too much pressure to the C+'! because he has to
do all by himself. +o it raised a lot of problems for both the account opening and 0estern
Onion.
? +ome times the C+) #ere so busy that it creates delay to the customer ser"ice. And
at the end of the day the closing #ere also delayed.
? Absence of an upgraded #eb site.
? +hortage of retail product brushers.
? Lack of setting arrangements for the #aiting customers!
? (ach of the C+' has the pressure of fulfilling the target. t is a monthly basis
re%uirement that must fulfill by the C+' to get promotion or to get a#ard. t is good and gi"es
moti"ation to the officers. But most of the time it creates hampers to the responsibility of the
officers! so the %uality of the ser"ice.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 1*

=.1 Recommendation
BRAC Bank Ltd introduces a ne# dimension of business among the local bank in the financial
market of Bangladesh in Retail Product )anagement. The bank is doing business #ith more
than fifteen retain products. But in the comple$ business en"ironment and di"ersified business
#orld these products cannot meet the customer needs. Today! customer classes are "ibrant and
it is difficult to keep the customers #ithout an appropriately designed and also is not properly
market dri"en. 5e"eloping a market dri"en product management system is essential for any
company if the company #ould like to #in the competiti"e condition and #ould like to sur"i"e
in futuristic competiti"e market setting. n this regard! follo#ing specific recommendations are
for#arded for the de"elopment of product management of BRAC Bank Ltd.
'fficials #hom are in"ol"ed in Customer +er"ice should be trained properly.
Because some time they can not gi"e proper suggestions to the customer %ueries.
Though they try to gi"e at their best.
Their jobs should be mentioned more fre%uently!
They should be made some #hat freer from doing business!
There #ill be a separate Retail Credit 5epartment!
Link bet#een C+'s and C+) should be more easier!
Charges and fees may be reduced for more customer satisfaction. Recently the
charges of BBL product and customer ser"ice ha"e increased #ithout informing to
the customers. +o that creates a lot of customer dissatisfaction. According to the
customers! the charges should be lesser so that e"ery type of customer can bear it!
Bumber of AT) booths can be increased!
AT) should take good care. Because it has been seen that most of the time they
remain out of order or out of cash!
(ach branch should ha"e BP)!
BP) 6bills paying machine7 should take care regularly. Because most of the time
they remain out of order!
Relationship bet#een Bank and customers should be created and increased!
Products should be more customer friendly!
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 1=

Through the customers of BRAC Bank Ltd are satisfied to some e$tent! they are
sho#ing their grie"ances for procedural difficulty and long #aiting time to recei"e
the ser"ice. n this regard! it is the situational demand to increase the number of
skill manpo#er as #ell as the skill of the e$isting manpo#er in Banani branch!
There should be a code of conduct for the BBL officials! #hich should be follo#ed!
The #eb site of the BBL should be upgraded regularly!
The branch should take more spaces to continue its ser"ice perfectly. Banani branch
is too small but it has a huge number of customers. +o by considering the fact
branch need more space.
The branch should ha"e a good setting arrangement for the customers #ho #ait for
the ser"ice. +ome time the customers ha"e to #ait for the ser"ice but for the lack of
sufficient sofa they ha"e to stand.
Banani Branch should ha"e token system.
Last but not the list! the employees must be moti"ated #hen they do some thing
good and creati"e. t helps not only to satisfy the officers but also impro"e the
%uality of #ork.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 11

Conclusion:
BRAC Bank intends to set standards as the market leader in Bangladesh. t demonstrates that a
locally o#ned institution can pro"ide efficient! friendly and modern banking ser"ice on a
profitable basis. t products earning and payment di"idends that can support the acti"ities of
BRAC! the Bank8s major shareholder. 5e"elopment and po"erty alle"iation on a country#ide
basis needs mass production! mass consumption and mass financing. BRAC Bank goal is to
pro"ide mass financing to enable mass production and mass consumption and thereby
contribute to the de"elopment of Bangladesh.
This report has been prepared completion of a three months internship program in BRAC Bank
Ltd 6BBL7! Banani Branch. n the study! it is found that through there are more than &3 retail
products of BBL! all of them are not #idely acceptable to the customers. The study sho#s that
the company is consciously trying to maintain the customer satisfaction. But in a market dri"en
economy! customers8 delightment is essential. The company is trying to learn about the market!
but the learning process is informal. 'n the other hand! the branch is not consciously
considering the steps of competitors and also lagging behind to de"elop a loyal customers
group. 5e"eloping a loyal customer group is essential for long time sur"i"al.
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 13

Reference
Banking la# and practice 6+.B. )ahesh#ari7
+.4 Ahmed and Co.! >Annual Report *;;1? *;;3! BRAC Bank Ltd.
Brochures of different products of BRAC Bank Ltd.
Printed copies pro"ided by BBL officials
###.bracbank.com
Retail Product )anagement 'f BRAC Bank Limited! Banani Branch 19