04th May, 2010

To
Mohammad Zakir Hossain Sharkar (Supervisor)
Senior Lecturer
BRAC Business School
BRAC University

Sub: Submission of Internship Report.

Dear Sir,

This is my great pleasure to submit the Internship report of my 3 months long Internship
program in the BRAC Bank Limited in the Customer Service Department. The title of the
report is “Customer Care Service in BRAC Bank”. This report has been prepared to
fulfill the requirement of my internship program at my assigned organization in the
BRAC Bank Limited.

I have put my best effort to make this report a successful one. It has been joyful &
enlightening experience for me to work in the organization & prepare this report.
However this has been obviously a great source of learning for me to conduct similar
types of studies in the future.

I would like to express my sincere gratitude to you for your kind guidance & suggestions
in preparing the report. It would my immense pleasure if you find this report useful &
informative to have an apparent perspective on the issue. I shall be happy to provide any
further explanation regarding this report if required & please do not hesitate to call me if
you have any query on this report or any other relevant matters.

Sincerely Yours,

Sakshar Barua
ID No: 06304013
Back ground of the study

At the very arena of globalization and technological innovation, banking business has
become more competitive. To cope up with this, bankers should have huge theoretical
knowledge and professional skill as well as technical basis. As a BBA student, I felt that
banking is an excellent area to gather some practical knowledge. With a view to develop
skilled professional in banking area, BRAC University has undertaken the internship-
training program for its BBA students. As a partial and essential requirement of the BBA
degree, on authority’s instruction I have selected the BRAC Bank Limited, one of the
prominent banking institutions of Bangladesh to acquire some practical experience in
banking, especially in the correspondent banking program. It would not be out of place to
mention here that during the course of the program I had to perform several duties.

Origin of the Report

This report is an internship report prepared as a partial fulfillment of requirement for the
completion of the BBA (Bachelors in Business Administration) from BRAC Business
School Department of BRAC University. The primary goal of the internship was to
provide an ‘on the job’ exposure to the student and an opportunity for translation of
theoretical conceptions in real life situation. We, the students, were placed in enterprises,
organizations, research institutions as well as development projects. In this connection,
after the completions of the BBA program, I was assigned to the BRAC Bank Ltd. for
Practical orientation. I chose the topic “Customer Care Service of BRAC Bank Limited”.
for my internship report under the supervision of Mr. Zakir Hossain Sharkar, Senior
Lecturer, BRAC Business School, BRAC University. This report has been prepared on
my practical experiences from 17th January to 16th April 2010 in BRAC Bank Limited,
Momin Road Branch.
Objective of the Study

General Objective

The general objaective of preparing this report is to fulfill the requirement of project
work as well as completion the BBA Program through gaining the experience and view
the application of theoretical knowledge in the real life. Also find out the Operational
Process of the Bank and it’s over all Performance.

Project Objective

The objectives of this report are the followings:

 Get introduced with the idea of “ Customer Service Quality” in BRAC Bank Ltd.
 Introduce with the Bank service quality assesment tools
 Techniques to win a strong customer base
 To know the expectations of customers of BRAC Bank

Scope of Report

The report covers overall customer care activities and procedures of the BRAC Bank
Limited. This report especially emphasizes on Customer Service Quality.

Methodology

To make the report more meaningful and presentable, two sources of data and information
were used widely. Both primary and secondary data sources were used to prepare this
report. The nature of this report is descriptive with some survey or using sampling
method.

Data Collection

Both the primary and secondary forms of data are used to make the report more rich and
informative.
The details of these sources are gives below:
Primary Sources

 Most of the information was acquired by discussing with the officers working in
the Momin Branch of BRAC Bank Ltd.
 Observation and work experience with different divisional in-charges and
suggestions of many executives of the bank.

Secondary Sources

 Annual Report of the BRAC Bank Limited.

 Various books, articles, compilations etc.
 Websites of the Bank.
 Instruction circular of Head Office, brochures of different banks, newspapers and
magazines regarding banking issues and so on.

Limitations

Finally I want to talk about my limitations that I had to face during the completion of the
report. On the way of preparing of this report, I have faced following problems that may
be termed as the limitation of the study.
 Only three months are not enough to understand the overall operations of a
commercial bank.
 Bank’s policy of not disclosing some sensitive data and information for
obvious reason posed an obstacle to the practical orientation that could be
very much useful.
 Non-availability of data and information that are more recent on different
activities of BBL was a great difficulty to depict the actual and up-to-date
business position of the bank.
 Though I have prepared many reports before, I had no experience of
internship. So inexperience is one of the main constrains of the study.
Organization Profile

BRAC Bank Limited, a scheduled commercial Bank, commenced its business operation in
Dhaka, Bangladesh on 4 July 2001. The Bank is mainly owned by the largest NGO in
Bangladesh – BRAC. The Bank has positioned itself as a new generation Bank with a
focus to meet diverse financial needs of a growing and developing economy. The Bank
has embarked with an avowed policy to promote broad based participation in the
Bangladesh economy through the provision of high quality banking service based on latest
information technology. The Bank will ensure this by increasing access to economic
opportunities for all individuals and businesses in Bangladesh with a special focus on
currently underserved enterprises and households across the rural-urban spectrum. We
believe that increasing the ability of underserved individuals and enterprises to build their
asset base and access market opportunities will increase the economic well being for all
Bangladeshis.

Goals

BRAC Bank will be the absolute market leader in the number of loans given to small
and medium sized enterprises through out Bangladesh. It will be a world - class
organization in terms of service quality and establishing relationships that help its
customers to develop and grow successfully. It will be the Bank of choice both for its
employees and its customers, the model bank in this part of the world.

Vision

“Building a profitable and socially responsible financial institution focused on Markets

and Business with growth potential, thereby assisting BRAC and stakeholders build a
just, enlightened, healthy, democratic and poverty free Bangladesh".
Mission
 Sustained growth in 'small & Medium Enterprise' sector
 Continuous low cost deposit growth with controlled growth in Retained
Assets
 Corporate Assets to be funded through self-liability mobilization. Growth in
Assets through Syndications and Investment in faster growing sectors.
 Continuous endeavor to increase fee based income
 Keep our Debt Charges at 2.5 % to maintain a steady profitable growth
 Achieve efficient synergies between the bank's Branches, SME Unit Offices
and BRAC field offices for delivery of Remittance and Bank's other products
and services
 Manage various lines of business in a fully controlled environment with no
compromise on service quality
 Keep a diverse, far flung team fully motivated and driven towards
materializing the bank's vision into reality.
A Brief Overview on Service Quality Hand Book of BRAC Bank

Introduction
BRAC Bank is on a journey to establish world-class guest experience in all its operations.
This will be achieved by focusing on people, infrastructure, technology, products and
processes. This is the most fundamental aspect for the success of their business. It will
improve their financial performance through creating happy guests through happy team
members. The guidelines in this book should be adopted [where relevant]. HR strongly
recommends that employees adopt these guidelines even in their personal lives so that
these behaviors become natural.
The two main objectives of this hand book are to help BSSO (Branch Sales and Service
Officer) achieve excellence in Guest Experience and ensure Service Quality.

‘BRAC’ Bank Guest Experience Fundamentals

These guidelines will help us to achieve ‘BRAC’ Bank guest experience standards-
1) Bold – BSSO will be BOLD on behalf of their guests and colleagues. They will
be the first to greet, first to listen, first to make suggestions, first to satisfy even the
unexpressed needs and to bid a fond farewell.
2) Reliable – BSSO will take full ownership in serving their guests to their
complete satisfaction.
3) Appealing – They will ensure that all guest touch points are appealing and
inviting.
4) Consistent – It is also necessary to ensure that guest experience quality is
consistent in all aspects across all guest service points all the time.

The Five Essential Areas of Excellence in Guest Experience [5P’s]:

BRAC Bank guest experience standards will apply to the five aspects for excellence in
guest experience listed below;
• People – The team who serves our guests
• Premises – the locations from which they serve guests.
• Papers – the documents they use to provide & receive information and communicate
with guests and colleagues.
• Processes – the processes that enable the employees to delight their guests
• Practices – the way in which they interact with guests.

The Owners of ‘BRAC’ Bank Guest Experience Quality;

Each team member at BRAC bank has to take OWNERSHIP and FULLY COMPLY
with the guidelines of this document. The managers in charge of guest service points and
the various support functions will ensure compliance of ‘BRAC’ Bank guest experience
quality by their teams. They will be held accountable if any of their team members fail to
comply with these guidelines. The management committee is responsible for the
compliance of ‘BRAC’ Bank guest experience quality by all team members from the
managers up to themselves in their respective line of command. The Managing Director
is responsible for the compliance of ‘BRAC’ Bank guest experience quality by the
management committee members.

The ‘BRAC’ Bank Guest Experience Standards

The BRAC Bank guest experience guidelines are designed to help all team members
contribute towards achieving the following guest experience standards:
 Every guest should feel that he/she is being treated as a personal guest
 Every guest should have a positive image of the bank so that they wholeheartedly
refer BRAC Bank to others
 Every guest should receive one stop service
 Every guest must receive open and transparent communication
 Every guest must be informed about relevant rules, guidelines, charges and any
changes to these up front

The Process: General Compliance

Those responsible for the various team members should take the following steps in the
event they notice any team member violating any demonstrable ‘BRAC’ Bank guest
experience guidelines.

First time – A letter of caution to be issued and coaching to be provided the first time a
team member violates the guidelines.
Second time – If the same team member violates the same guideline for the second time,
the head of HR should be informed who will issue a warning letter.
Third time – The employee will be terminated if the same guideline is violated for the
third time.
Exceptions: If a team member cannot follow any of these guidelines due to health or
religious reasons prior written approval should be obtained from the line manager.

Detailed guidelines
The guidelines below are listed under the 5P’s.

1. PEOPLE

The ‘BRAC’ Bank guest experience ‘People’ deals with proper attitude and behavior of
all team members. The aspects include;

1.1 Be purposeful: Team members should come to work after having reflected on their
personal purpose and with a resolve to move a step further towards their purpose by
positively approaching their work.

1.2 Punctuality: Team members should be punctual. In case of unforeseen

circumstances, if any team member is likely to be late he/she should inform his/her line
manager, host or guest. He/she should also communicate the reason for the delay and the
likely time of arrival before the appointed time. Meetings should be called at least 2
working days before hand.
1.3 Behavior: Each team member should treat each other as ladies and gentlemen. Harsh
and disrespectful words, racial slurs, loud voice, aggressive body language, etc. should be
avoided at all times.

1.4 Facial expression: Team members should always have a smile on the face to display
a friendly, helpful and caring attitude when dealing with guests and fellow team
members.

1.5 Body language: Body language should be smart and prompt to make guests feel that
team members are dedicated to work.

1.6 Competency: Team members should have a fair knowledge of products, services,
campaigns of BRAC Bank and the competitors’, as well as BRAC bank’s policies and
Bangladesh bank policies. Each team member should have completed the certification for
their role.

1.7 Information sharing: Each team member should proactively share ideas,
information and experiences so that we learn from each other to enhance excellence in
guest experience.

1.8 Personal care: All employees should take personal care by doing regular exercises,
taking balanced and nutritional meals on time, sleeping early, and taking at least 7 hours
of sleep every day, waking early and practicing mind relaxing methods such as
meditation.

1.9 Hair: Hair should be neat and should be in good condition. Team members should
never comb their hair in front of the guests.

1.10 Eyes: Eyes should be clean and clear at all times. Red eyes are not acceptable.
Glasses should be crystal clear so that eyes are properly visible. Contact lenses should be
professional.
1.11 Nose: Nasal hair should not be visible. No nose picking in public.

1.12 Ears: Ears should be cleaned of wax if any for clear hearing and understanding of
the needs of guests and colleagues. Earrings are prohibited for male team members.

1.13 Mouth: Mouth should be free of bad breath. Teeth should be clean and no tooth
picking in public.

1.14 Face: Males should have clean shaven faces or well trimmed beards. Ladies should
wear professional looking cosmetics and make up.

1.15 Body: Team members should use under arm roll-on or spray deodorant adequately
so that there is no body odor. Smokers should ensure that smoke smell does not emanate
from mouth or body. Tattoos and Hena tattoos should not be visible. Inappropriate body
piercing is prohibited.

1.16 Hand: Hands and nails should be neat and clean for a proper handshake. If nail
polish is used, the colour of the nail polish should be professional [colours such as black,
dark green, blue etc should be avoided].

1.17 Clothes and accessories: Clothing should be clean and well ironed. It should be
professional and simple. Those who are required to wear uniform should wear them all
the time.
• Ladies: Dress code for female team members should be decent Salwar Kameez,
saree, ankle length skirt, trouser with long sleeve shirt. Orrnas should be worn decently.
Collarless/ sleeveless t-shirt, sleeveless blouse, sleeveless Salwar-Kameez, deep
necked/low back tops, short skirt, jeans and sneakers are strictly prohibited. Team
members should wear culturally fit dress of sober colours and should not wear dresses
that make noise. Accessories worn should be of minimum in quantity [bangles] and small
in size [necklace and earrings etc]. If anklets are worn, they should not make any sound.
 • Gentleman: All team members should wear decent and professional looking
shirts and trousers. Those who are required to wear tie and coat should wear matching
colours. Ties and the knots should be in good shape. Dirty or button less shirts should be
avoided. No extra threads should be visible. Long sleeve shirts should be worn and shirt
sleeves should be buttoned and should not be folded, Collarless T-shirts, jeans, loud
coloured shirts are strictly prohibited. Men should wear black/brown leather belts that
matches the cloths with smart professional looking buckles.
• Attire for dress down day: Back office staff can choose to dress in Smart Casual
attire on dress down days. However, the guidelines with regard to professionalism and
decency applicable for normal working days should be followed by all team members.

1.18 Shoes and socks: Men should wear black or dark brown shoes with dark socks of a
matching colour. Shoes should be polished and socks should be clean. Ladies should
wear professional well coordinated shoes with low heels. Shoes should not have
accessories that make noise. Open sandals (without heels), sneakers, slippers and gym
shoes are strictly prohibited for all.

1.19 Identity: Every team member at front line guest service points must wear his/her
name tag at all times.

2. PREMISES

Premises deal with the physical appearance of guest service points as well as areas where
the guests do not access. They should be maintained in a professional and comfortable
manner. The following are the guidelines which need to be followed to create the desired
work environment.

2.1 Outside appearance of the premises: The exterior of each bank’s premises should
be well maintained. Team members should not smoke in front of the premises.
2.2 Signboard: Signature must be clearly visible and the information given in the
signage must be accurate. Signage with lights should be lit at night subject to local
authority guidelines.

2.3 Entrance: Entrances to premises should be inviting, clean and uncluttered.

2.4 Staircase: Staircases should be well maintained, cleaned and should be uncluttered so
that people can move in and out very smoothly without a problem. They have to climb on
the left side
and do not stop and have conversations on the stairways.

2.5 Elevators: Elevators should be kept neat and clean. Team members have Wait and
keep the entrance clear until those inside exit the elevator before they enter. The person
standing near the control panel should press the required numbers of the other passengers.

2.6 Interior: Interior must be well maintained and they should be spotlessly clean. All
team members should take the responsibility to keep it clean. They should pick up any
garbage they see on the floor and put it in the bin.

2.7 Internal signage: Internal signage should be maintained regularly so that they are
clean, in good working order and the contents should be legible & accurate. They should
be maintained according to the brand guidelines.

2.8 Lighting: The right amount of lighting with the correct lighting colours should be
maintained.

2.9 Temperature & freshness: The temperature should be maintained at a comfortable

level. Where available air conditioners should be noise free. Fans should be clean and in
working order. Ventilation should be proper.
2.10 Guest seating: Guest seating areas and facilities should be neat, clean and
comfortable.

2.11 Newspapers and magazines: Always ensure the newspapers, magazines and
periodicals provided in guest waiting areas are current.

2.12 TV channels: Appropriate TV channels such as news, cartoons, nature and sports
should be shown in the in-branch televisions wherever applicable. Scary, indecent
channels are prohibited. Sound should be muted or at low level.

2.13 Tissue box: Guest care desk should have a box of facial tissues.

2.14 Brochures and posters: Brochures should be current and displayed in a manner that
it is inviting for the guests to pick them up. Posters should be displayed prominently and
professionally.

2.15 Plants: Always ensure that plants inside and outside the premises are neatly placed
in clean vases and they should have fresh leaves.

2.16 Desks and counters: Desks and counters should be maintained in a professional and
uncluttered manner. Papers should be filed and stored in the appropriate places.

2.17 Computers and accessories: Computers and accessories should be maintained

according to IT guidelines.

2.18 Phones: Avoid using phones of others for hygiene reasons; however, this guideline
does not apply in relation to serving our guest. Use antiseptics at least once a day to clean
your phones. Phones should be easily accessible.

2.19 Wires: Electric, phone and computer wires should not be exposed.
2.20 Fax and photocopy machines: Fax and photocopy machines should be maintained
according to GAIS guidelines. Papers should be kept only in the designated places.

2.21 Water dispensers: Water dispensers should be kept only in the dining or other
appropriate place away from the visibility of the guests.

2.22 Crockery & cutlery: Crockery & cutlery should be in good shape and they should
be stored in a clean and a hygienic manner. Tea, coffee, milk, sugar etc should be also
stored in a hygienic and neat manner.

2.23 Toilet: There should be no bad smell in the toilets. There should be dry floors, clean
basins, clean towels, soaps and toilet rolls. Toilets should be cleaned regularly and air
freshener should be in place.

2.24 Towels and linen: Towels and linen should not be kept in visible locations. They
should be stored in a designated location. Fresh clean towels should be available
everyday.

2.25 ATMS: ATM booths should be well lit, clean, insect-free and well maintained. Air
temperature must be maintained at comfortable level. Brochure stands should be clean
and contain current brochures.

2.26 Guest locker room: The lockers should be maintained well. Mirrors, tables and
seating arrangements should be clean. Locker rooms should not be cluttered.

2.27 Store room: Store rooms should be orderly, neat and clean.

2.28 Non-smoking premises: All BRAC Bank premises other than designated smoking
areas are smoke-free zones.

3. PAPERS
Papers deal with the documents we use to provide & receive information and
communicate with our guests and colleagues.
3.1 Paper selection: Outgoing letters should be printed on BRAC Bank letter heads
according to the template provided for routine letters and as required for ad hoc letters.

3.2 Names and salutation: While drafting letters, name of the recipient and salutation
should be correct. The most appropriate salutation should be used.

3.3 Word selection: Right words should be selected during drafting letters so that the
meaning is clear. Respectful, positive and active tone should be used. The tone should be
confident. Letters should not be unnecessarily long. Letters should be concise and
elegant.

3.4 Identity of the person generating external letters: Where applicable, the person
generating external letters should sign on the name, designation, contact phone number
and email address.

3.5 Spelling and grammar: The accuracy of letters [information, spelling and grammar]
should be ensured. A second person should proof read all letters before printing and
posting of the letters.

3.6 Printing and signing of letters: Ensure the papers and inks are of good quality. A
good quality pen should be used for signing of documents.

3.7 Manager awareness: Where applicable, all external letters must be seen by the
service point manager or sectional manager before [or after in case of urgent letters] they
are sent.

3.8 Envelopes: Appropriate envelope size should be used and the address should be
placed properly as per brand guidelines.
3.9 Forms: Guest should be guided to fill documents such as charge documents [which
has a legal implication if NOT filled by the guest]. Ensure they are filled completely,
accurately and neatly by double checking the supporting documents. Make sure the forms
are checked and signed by the guest. Forms filled for internal purposes such as leave or
requisitions should be filled completely, accurately and neatly.

3.10 Reports: Reports generated for external or internal purposes should be checked for
accuracy and should be professionally prepared and presented.

4. PROCESSES

4.1 All team members should be fully aware of and fully understand the processes
relating to the servicing of our guests.

4.2 All team members should support each other in ensuring the effective and efficient
implementation of processes.

4.3 All team members should provide suggestions to improve process as and when they
feel the need for it.

4.4 All team members should take part in a quality circle and share process improvement
ideas at least once a month.

4.5 All processes should be delivered according to the BRAC Bank standards as
documented in the “Guest Experience Standards Manual”

5. PRACTICES

This deals with the practices required to ensure a heartfelt interaction to provide a
memorable experience to guests every time they interact with the bank. It deals with
ensuring a warm welcome, fulfilling the expressed and unexpressed needs of the guests
and bidding a fond farewell. Team members’ communication may be in Bangla, English
or any other language deemed appropriate.

5.1 First Impression is the last impression: Focus on creating a positive first
impression by attending to the guests professionally and in a friendly manner.

5.2 Smile and eye contact: Team members should have a genuine smile and maintain
eye contact while talking to a guest.

5.3 Hand shake: Team members should not extend their hand to guests and colleagues
of the opposite gender. Team members should extend their hand to guests and colleagues
of the same gender. Irrespective of gender, if the guest initiates a hand shake the team
member should respond in a culturally acceptable manner. Those team members who
prefer not to shake hands should greet in an appropriate and respectful manner if guests
or colleagues extend their hands. However, for frontline team members who are seated
behind counters it may not be possible to shake hands. In this case, they must extend a
heartfelt welcome to their guests.

5.4 Seating: Please allow your guests to take a seat first and then seat yourself.

5.5 Full attention: When attending to the guest, team members should provide undivided
attention.

5.6 Greeting:
� Team members: The closest team member should greet the guest within 30 seconds of
their entering the premises. Use appropriate greeting based on the time of the day. Eg:
Assalamu Alaikum/good morning, madam, Welcome to BRAC Bank, my name is
“name” I am your ”designation”.
5.7 Ask how the guest wants to be helped: The sample scripts for respective team
members are given below;
� Service providing officer and managers: “Madam I can help you” or “I am at your
service today” or “What can I do for you today?” or “Is there anything specific I can help
you with today?” When practical, personally escort them to the relevant counter/desk,
introduce the guest and describe the need to the person who will provide the service as
much as possible. If not, direct them to the waiting area and ask them to take a seat or
join the line.
� Thereafter attend to the need swiftly

5.8 Service time: Every guest must receive service within the time stipulated in the
“Guest Experience Standards Manual”

5.9 Offer refreshments: All guests who are served at the desk of an officer/manager
should be offered tea/water or as appropriate. Please ensure that the guest receives the
drink/refreshment before it is served to the team member.

5.10 Body posture in front of the guest: If frontline officers are sitting across the table
in front of the guest, maintain upright posture and keep their hands on the table; if
officers are standing in front of the guest, maintain a straight but relaxed posture.

5.11 Adjust to guest’s pace: Remember the pace of the guest will always be different to
yours. slow down or speed up to the pace of the guests. Speak in the same
language/dialect of the guests as much as appropriate.

5.12 Treat guests with respect: Team members should have a respectful attitude
towards the guests.

5.13 Understand the guest’s needs: Use observation, active listening and questioning
techniques to understand the specific needs of the guest and fulfill the needs.
5.14 Serve them efficiently: Guests should be served swiftly. Body language should
reflect a sense of purpose, professionalism and promptness.

5.15 Never say ‘no’: Always find a way to say’ yes’. An officer should talk to manager
and get ‘approval’ if officers have to say ‘No’. Always display a positive attitude.

5.16 Conversation content: Ensuring that officers talk with guests clearly and in a
concise manner. Avoid talking to guests using technical language [Jargon].

5.17 Promises: Take care to ensure that promises made can be fulfilled.

5.18 How to say it: There are certain statements and phrases that irritate almost all
guests. You may say (and mean) something and it may mean something else to the guest
as given in the table below. Suggested positive phrases given below should be used.
Tailor-make it as needed.
5.19 Maintain composure: At no time can a team member be rude or lose his/her temper
with the guest, even if the guest loses his/her temper.

5.20 Handling angry guests: If the guest shouts or becomes very angry in front of other
guests, take him/her to a private area and follow the complaint handling procedure.

5.21 Help to buy: Team members should assist and support the guest to make the right
purchase decision (e.g. By explaining product details, promotions, benefits, limitations
etc.). The financial standing of the guest should be considered when offering products
and they should know all
charges upfront (e.g. when a garments factory worker open an account only for DPS of
500/= for 4 years, officers have to be careful about offering a savings account where
customer has to pay ( TK 800 + TK 520 ) + 15% vat total 1518/= per year. That is will be
very difficult for the guest who has a monthly salary of around Tk 2000/=.)

5.22 Guests who will buy later: If a guest prefers to buy later, he/she should be thanked
for coming to BRAC Bank and politely requested to come again. Obtain the details of
guest (name, address & contact details).

5.23 If officers are busy serving another guest: If officers are currently serving a guest
and a another guest comes for his assistance, acknowledge the new guest, excuse from
the current guest, greeting the new guest and introducing him/her to another team
member who could assist. If no other team member is around then inform the guest that
the officer will attend him/her within X minutes. Saying: “Good morning madam/sir,
Mr/Ms ‘name’ here will assist you until I finish serving this guest” or “Good morning
madam/sir, I will be with you as soon as I finish serving this guest, would you please take
a seat till then?”

5.24 When officer get back to the guest: At the point officer revert to the guest
apologize to the guest. Saying; “Sir/Madam, sorry to have kept you waiting.”

5.25 Referring to someone else: An officer should avoid referring to someone else as
much as possible. In the event an officer has to refer the guest to somebody else, make
sure it is the right person. Guest should be escorted to the right person. All information
that the guest shared with the previous officer should be conveyed to the other person.

5.26 Unprofessional behavior: Do not have meals /snacks /drinks, unrelated discussions
with colleagues and take personal calls in front of guests. Do not leave the desk
unnecessarily and for prolonged periods. DO NOT chew ‘paan’/tobacco/gum, bite nails,
itch, belch, spit, yawn, pick nose in front of team members and guests.
5.27 Bid a fond farewell to the guest: Team members should see guests off at the door,
bid them a fond farewell and invite them to come again as much as practical.

5.28 Visiting Guests:

a. When visiting a guest’s premises team members should wait for the guest to signal
them to take a seat.
b. Team members must ask guest’s permission before placing any personal item such as
mobile phones, files, glasses and so forth on the guests table.
c. Using facilities: Team members must ask guest’s permission before using any facility
(like washroom) at his/her premise.
d. Posture: Team members must maintain professional posture and purposeful demeanor
in front of guests at all times
e. Interruptions: Team members must turn off mobile phones (or put on silent mode)
while at guest premises. If the team member must answer the phone case of emergencies
permission must be sought at the beginning of the conversation.

5.29 Meeting guests outside work:

If team members happen to meet guests outside BBL premises in a social gathering
(party, shopping mall, etc) he/she must present him/herself in a
professional yet friendly manner.

5.30 Telephone etiquette:

Standards
• All phone calls from the PABX to guest service points are answered within 3 rings
• Phone banking guests must be answered within 60 seconds of requesting for agent’s
assistance. 90% of the queries should be completed within 90 seconds

Open the telephone call:

• Smile as answer and speak on the phone.
• The welcome greeting should be appropriate to the time of call; E.g. “Good morning,
Sir/Madam.”
• Identify bank, name and department; E:g, “Welcome to BRAC bank, I am ‘name’ From
‘name of’ Branch.”
• Find out the guest’s name; E.g. ; “May I know your name please?”
• Offer to help; E.g.: “How can I help you?”
• For calls to mobile phone, say, “Hello, this is ‘name’, how can I help you?”

The body of the telephone call

• Continue to smile as the officer speaks on the phone.
• Listen attentively until the guest finishes speaking.
• Make sure the guest knows you are on line and listening with appropriate responses as
they speak.
• Pace the guest [match the language, tone, mood, speed of the guest]
• Speak in natural voice.
• Use a clear voice.
• Speak in an efficient, caring and friendly manner.
• Direct the conversation towards a positive and efficient conclusion.
• Do not use jargons [technical terms] during the conversation.
• Do not eat, drink, chew, make noises, and yawn during the phone call.
• Always hold the receiver with the hand and place it close to the mouth and ear
accurately.
• If the guest becomes angry/ upset and shouts, maintain composure and listen,
empathize, pace and try to resolve the problem. In case the problem cannot be solved,
promise to direct it to a senior team member who can resolve it immediately. The senior
team member should call, write to and, if necessary, visit the guest to ensure resolution of
the problem.

Putting the guest on hold:

• Guest should be put on hold only when absolutely necessary.
• Explain the reason why it is required to put him/her on hold.
• Request for permission and tell him/her exactly how long he/she will be kept on hold.
• If the guest says that he/she cannot hold then take the number and offer to call back as
soon as possible
• After getting back on the phone, thank the guest for waiting.

Transferring a call:
• Guest calls should be transferred only when absolutely necessary.
• Seeking permission to transfer the call and telling him/her exactly the reason for
transferring and to
whom the call is being transferred to.
• Ensure the person receiving the call gets on line.
• Give the details of the call before officer leave the line.

When the person the officer is transferring the call to is not available or busy:
• Apologize for it and offer to help.
• Take a message if required.
• Write down the caller’s name, organization’s name, telephone number and a short
message of the reason for the call.
• Pass on the message to the person who officer was trying to transfer the call
immediately by email, text message or short note.

When receiving a call while a guest is in front of BSSO:

• If the call arrives when attending to a guest, team members should seek permission
from the guest before answering the call.
• If it’s a call from any colleague irrespective of their seniority, tell him/her that you are
serving a guest and that you will call back. Finish the call within 30 seconds.
• If it is a call from a guest, explain that you are attending to another guest, promise to
call back in a specific amount of time, take the contact details and call back at the
promised time.
• If the call is from overseas, seek permission of the guest in front and attend to the call
swiftly.
When ending a call:
• Ask if there is anything else can do for the guest.
• Give the guest his name and contact details and invite them to call for any help.
• Thank them for calling and wait till the guest leaves the line before you leave the line
Outgoing calls
• Outgoing calls should be made at time convenient to the guest.
• Greeting. Eg: Assalamu Alaikum/good morning, Sir/Madam.
• Identify oneself clearly; E.g; “My name is ‘name’. I am the Branch manager of BRAC
Bank, ‘name of’ branch.”
• Ask for the guest: [if he calls on a landline: “Can I speak to ‘name’?”] or [if he is
calling on the guest’s mobile phone: “Am I speaking to Mr./Ms. ‘name’?”]
• Explain the reason for your call.
• Continue the conversation and finish the call in the same manner as incoming calls.
• Follow the guidelines of holding, transferring and etiquettes as described for incoming
calls earlier.

5.31 Email communication:

a. Template selection: Professional and appropriate templates should be used as per brand
guidelines.
b. Names and salutation: While drafting emails to external guests, name of the recipient
must be correct. Proper salutation [Mr., Mrs., Ms., Dr. etc.] should be used.
c. Word selection: Right words should be selected during drafting emails so that the
meaning is clear. Respectful, positive and active tone should be used. The tone should be
confident. Emails should be concise.
d. Spelling and grammar: Spelling and grammar must be checked twice for accuracy
before sending the email.
e. Identity of the person generating emails: The person generating external and internal
emails should have the signature with the name, designation, department, contact phone
numbers and email address. The email signature should be as per the brand guidelines.
f. Manager awareness: All external emails should be copied to the service point managers
or sectional managers. Keep the CC and BCC to a minimum and only as required for
both external and internal emails.
g. Acknowledgements: Acknowledge internal and external emails as required. Request
external guests for acknowledgement.

5.32 Handling guest complaints: The team member receiving the complaint owns the
problem until it is handed over to the relevant person and is responsible to personally
introduce the guest to him/her (face to face or over the phone). Thereafter the person who
the complaint and the guest was handed over to owns the problem. All or some of the
more relevant steps should be taken based on the situation:
To handle guest complaints Customer Service Officers need to take the following steps.
a. Calm down the guest: The best way to help the guest to calm down is by giving
a window for the guest to vent the anger. Take the guest to a private office room if
possible, let the guest vent, stay calm, be polite, listen and offer a soft drink or cool water.
b. Show empathy: Genuinely show that the officers are feeling the same as the
guest is feeling – e.g. “I understand how you feel, please let me resolve this for you”.
Talking with the same intensity of emotion displayed by the guest. This will help calm
down the guest.
c. Apologize: Apologize for the service fault and for the inconvenience caused.
d. Listen and clarify: Invite the guest to explain the problem. Listen to the guest’s
problem completely and make required clarifications to understand the real situation.
Write down all the details.
e. Re-frame: Restate what is understood and ask for the guest’s confirmation for
accuracy of the understanding.
f. Speak gently and be calm: Be soft spoken even if the guest gets angry and
disturbed. Do not use inappropriate words or body language and do not respond to any
question with a direct “No”. Do not blame others, take ownership of the problem. Give
the guest an accurate clarification and possible options. Do not make any promises that
cannot be kept.
 g. Channel the complaint to the right person; Decide if the officer can handle the
complaint. If not it has to be channeled it to the right person based.
h. Respond immediately: The person receiving the complaint directly from the
guest or passed on by a colleague should, offer the guest alternatives and let him/her
choose. Offer the solution clearly and explain to the guest the steps which will be taken to
solve the problem. The solution should be provided in the shortest possible time.
i. Present the solution positively: Explaining to the guest exactly what they can do
rather than what cannot do. e.g. instead of saying; “I can’t deliver the certificate today”,
say “I will make arrangement to deliver the certificate tomorrow”. Using appropriate
language to inform that they take responsibility, on behalf of the bank, to solve the
guest’s problem. Convey urgency by using positive, time based statements - e.g. “right
away”, “immediately”, “within an hour” etc.
j. Educate: Educating the guests thoroughly to prevent future problems.
k. Thank for the complaint: Guests should be thanked for informing the bank
regarding the problems.
l. Follow up: Writing a letter apologizing for the problem, thank for bringing it to
the notice of the bank and stating the steps that will be taken to resolve the problem with
a clear time frame [within 24 hours for standard complaints].
m. Informing line manager: The line manager should be kept informed about the problem
immediately through e-mail or short note. The relevant manager, value center head or
business unit heads should be informed of complaints based on the criticality/severity
levels.
n. Guest queries regarding the complaint: Responding to any guest queries
regarding the status of the solution within 24 hours. If they need more time, keep the
guest informed.
o. Complaints that require investigations: In terms of complaints requiring
investigation, informing the guest of the likely time frame within 24 hours. Ensuring that
team members do not delay resolving such complaints beyond 3 working days. If it is
taking more than 3 working days, keeping the guest updated of the new time frame.
5.33 Service recovery process: Guest Service Recovery Process is to convert the upset
or irate guest into a delighted guest who has directly complained to Customer Care
Service or had been handed over to them by a colleague according to the ‘Handling Guest
Complaints’ section above -
• When a service breakdown occurs, the guest needs to be taken care of in a manner that
makes him/her feel very special and important.
• Due to the service breakdown if the guest is attempting to end the relationship with the
bank at any time of this process all attempts should be made to convince the guest to stay
with BRAC Bank and steps should be taken to resolve the issue.
• It is essential that the guest is kept updated once every 3 days (by the person who owns
the problem) to ensure that they do not feel that no action is being taken. Progress of the
problem should be logged regularly.
• Once breakdown has been taken care of it is the duty of the concerned department to
send the guest a letter thanking him/her for being a BRAC Bank guest and, depending on
the value of the problem, provide guest with value additions as per the bank policy (e.g.
gift, waiver of charges, etc).

5.34 Managing expectations: This is required when a guest needs service or terms
beyond what is possible.
• Fully understanding the guest’s needs.
• Politely explain to the guest that it is beyond the current guidelines.
• Speaking to a manager and seeing how best they can accommodate the request.
• Get back to the guest and explaining what can be done and say that it is done under
special approval, outside the current guidelines.
• Providing the service.
 Schedule of Charges
Liability & Wealth Management, Retail Banking, BRAC Bank Limited
Effective from January 01, 2010

Liability & Wealth Management, Retail Banking

Triple Benefits Savings Account

 Minimum Account Opening Deposit Tk. 50,000

 Minimum Amount required to earn
interest Tk. 50,000
 Half Yearly Account Maintenance Tk. 50,000 and above : Free
Fee Below Tk. 50,000 : Tk. 300 Half-yearly
  Chequebook Issue Fee Free
Tk. 100 for 12 pages, if last month balance is
 Second Chequebook Issue Fee below Tk. 50,000
 Visa Debit Card fee (annual) Free

Savings - Classic

 Minimum Opening Deposit Tk. 15,000

 Half Yearly Account Maintenance
Fee Tk. 300 Half-Yearly
 Chequebook Issue Fee Free
Tk. 100 for 12 pages, if balance is below Tk.
 Second Chequebook Issue Fee 15,000
 Visa Debit Card fee (annual) Tk. 600 (yearly)

Current Plus Account

 Minimum Opening Deposit Tk. 25,000

 Half Yearly Account Maintenance Tk. 25,000 and above : Free
Fee Below Tk. 25,000 : Tk. 500 Half-yearly
 Chequebook Issue Fee Free
Tk. 200 for 25 pages, if last month balance is
 Second Chequebook Issue Fee
below Tk. 25,000
 Visa Debit Card fee (annual) Free
 Inter-city / Online Transaction
charges Free

Current Classic Account

 Minimum Opening Deposit Tk. 15,000

 Half Yearly Account Maintenance
Fee Tk. 500 Half-Yearly
 Chequebook Issue Fee Free
Tk. 100 for 12 pages, if balance is below Tk.
 Second Chequebook Issue Fee 15,000
 Visa Debit Card fee (annual) Tk. 600 (yearly)

Ezee Account (Non-Checking Account)

 Minimum Opening Deposit Tk. 5,000

 Visa Debit Card fee (annual) Tk. 600 (yearly)
Aporajita (Non-Checking Account)

 Minimum Opening Deposit Tk. 5,000

 Visa Debit Card fee (annual) Tk. 600 (yearly)
 Femina ATM Card fee (annual) -
discontinued Tk. 590 (yearly)

 Salary Account (Non-Checking Account)

 Minimum Opening Deposit Not required

 Account Maintenance Fee Free
 Closing Fee Free
 Visa Debit Card fee (annual) Tk. 300 (yearly)

Campus Account (Non-Checking Account)

 Minimum Opening Deposit Tk. 2,000

 Account Maintenance Fee Free
 Campus Card (ATM Card) -
discontinued Tk. 400 (yearly)
 Visa Debit Card fee (annual) Tk. 600 (yearly)

Account Related Fees

 Duplicate Account Statement Tk. 100 (current year), Tk. 200(previous year)
 Balance Certificate Issue Tk. 100
 Dormant Account Activation
charge Free
 Cash Withdrawal from Branch POS Free
(Per withdrawal above BDT 50,000)
 BO Account Certificate Tk. 100
 Account Closing Fee Tk. 200

ATM/Debit Card Related Fees

 Co-Branded Debit Card Fee Tk. 600

 ATM / Debit card Replacement
charge Tk. 300
 PIN Replacement Fee Tk. 100
 Uncollected card destruction charge Free
 Cash Withdrawal from other
bank VISA ATMs (Per withdrawal) Tk. 100
 Cash Withdrawal from Partner
(OMNIBUS) ATMs (Per withdrawal) Tk. 15
 Video Record checking upon Tk. 1,000
Accountholder's request for any dispute


Cheque & Cheque Book Related Fees

 Special Cheque Book Charges Tk. 300 for 12 pages,

Tk. 500 for 25 pages,

Tk. 1000 for 50 pages,

 Tk. 100
  Cheque Dishonour due to insufficient fund Tk. 500

 Stop Payment Tk. 200

 Bangladesh Bank Cheque Issue Tk. 200

 Cheque Collection (Outstation) – Free
LCY –
via BRAC Bank branch
 Cheque Collection (Outstation) – Tk. 200
LCY –
via other bank’s branch

 Cheque Purchase – LCY Tk. 500

 Cheque Collection outward (FCY)
in BD USD 5 per cheque
 Cheque Collection outward (FCY)
outside BD 0.25% (minimum USD 35)
 Cheque Purchase – FCY 1% (minimum USD 45)

Intercity / Online Charges & Fund
Transfer

 Account to account transfer Free

Online Transaction (inter-city)
Deposit Upto Tk. 1 lac: Free
 Above Tk. 1 lac to Tk. 10 lac: Tk. 100
 Above Tk. 10 lac to Tk. 50 lac: Tk. 500
 Above Tk. 50 lac: Tk. 1,000
Online Transaction (inter-city)
Withdrawal
Upto Tk. 1 lac : Tk. 100
 Above Tk. 1 lac to Tk. 10 lac: Tk. 500
 Above Tk. 10 lac to Tk. 50 lac: Tk. 1000
 Above Tk. 50 lac: Tk. 5,000

Pay Order, Demand Draft & Ftt Fees

 Pay Order / Demand Draft

Upto Tk. 1.0 lac : Tk. 100
Issuance (Lcy)
 Above Tk. 1.0 lac : Tk. 200
 Pay Order / Demand Draft
Cancellation (Lcy) Tk. 100
 Demand Draft (FCY) Issue Tk. 1000
 Pay Order/ Demand Draft
Cancellation (Fcy) Tk. 500
 FTT (SWIFT) Advice Issue Tk. 1000
 FTT (SWIFT) Advice Cancellation Tk. 250
 Foreign Correspondence Charges Tk. 500
- FCC (applicable at the time of FDD,FTT
Issuance and Traveler Cheques
Encashment)

Foreign Currency & Traveler’s Cheque
Fees

1% (Free if withdrawn from accountholder's

 FCY Issue own RFCD or FCY account)
 FCY Encashment for
Accountholder Tk. 100

 TC Issue 1% of Issue Amount

BRAC Bank TC Tk. 200, Other Bank TC: 1% of
 TC Encashment (Accountholder) issue amount (min Tk. 500)
 TC (other bank) Encashment –
non-accountholder 2.00% (minimum Tk. 500)
 Passport Endorsement - Regular
(Accountholder) Tk. 200
 Passport Endorsement – from
FCY account (Accountholder) Tk. 200
 Passport Endorsement (Non-
Accountholder) Tk. 500
 Certificate of CASH/TC
Encashment – Accountholder Tk. 200
 Certificate of CASH/ TC
Encashment – Non-Accountholder Tk. 300

Locker Charges

Tk. 3,500 for Dhaka & Ctg branches, Tk. 3,000
 Locker Facility – Small (Yearly) for remaining Branches
Tk. 5,200 for Dhaka & Ctg branches, Tk. 4,500
 Locker Facility – Medium (Yearly) for remaining Branches
Tk. 7,200 for Dhaka & Ctg branches, Tk. 5,500
 Locker Facility – Large (Yearly) for remaining Branches

Education and Medical Related Service
Fees
 Student Services – document
verification Tk. 2,000
 Student Services – file
maintenance Tk. 4,000 (yearly)
 Duplicate NOC against Student
File Tk. 500
 Medical Services – file
maintenance Tk. 2,000

Miscellaneous Fees
  Mail Forwarding Abroad Tk. 200
 BRAC Bank Statement
Verification Tk. 200
 Certificate of Inward Remittance Tk. 100 per remittance
 Duplicate Instrument Issue (FD,
FDD, PO, etc.) Free
 Solvency Certificate Issue Tk. 200
 Salary Disbursement Charge Tk. 10 per account, Min 500, Max 2500
 Standing Instruction Set up Tk. 100
 Standing Instruction for transfer
of funds between accounts Tk. 20

Auxiliary Service Fees

 Internet Banking Free

 Phone Banking Free
 SMS Banking Tk. 200 (yearly)
 Standing Instruction for transfer
of funds between accounts Tk. 20

Auxiliary Service Fees

 Internet Banking Free

 Phone Banking Free
 SMS Banking Tk. 200 (yearly)

* 15% VAT is applicable on all fees and commissions as per Govt. circular no SRO 117-LAW/2002/342-VAT
dated June 06, 2002
* BRAC BANK reserves the right to change the fees & commissions without prior notice.
* Conditions apply

My Experience in BRAC Bank

In BRAC Bank I had worked in Customer Care Department. I had worked there for 3
months. There are different types of activities that I had performed like Account opening,
debit card issue, Chequebook issue, Statement printout, ATM card destruction, Static
data change etc. These data are described in the followings:

Different Types of Customer Care Services:

1) Account Opening:
 Account O pening
(System G enerated
)

BSSO checks the AOF and

Interested C u sto m er is in form ed about the requir ed
After custom er provid es filled in AOF relevant d ocum ents and forw ards
do cum e nts to ope n an a ccou nt a ccord in/hg er
to his
w ith ne ce ssary do cum e nts to C SM for ver ification
n eed an d pr ovided a n AOF to fill in
(A O1)
Branch

C IF& Acco un t op ened and verifie d

Branch

in F ina cle w ith m in im um Syste m Ge nera ted

m a nd ator y d ata W elcom e Pack
/
System gene rate d
account

D icre pancies are

r egularized
B M ap p ro ves th e Ap plica tion Fo rm
W elcom e Pa ck is hand ed over to C ustom er
W elcom e Pa ck
(See W elco m e Pac k Pro )c es s

AOF s ar e ha nd ed o ver 3rdtopa rty ve ndor for

C IF level D a ta Entry
. After it is d on, D
eO
D eposit Origin ation che cks updates th e data to F ina . Dcle
O checks the D O inputs a nd verifies Accou nt level D ata
origination

AOF& r elate d d ocum ents

epositorigination

data. A w elcom e letter w ill be issu ed and sent (A O4)

(A O2) to custo m er thr ou gh GAIS
If yes, M IS regarding it (A O3)
is m ailed to branch
F orm ar e se nt to Item
C heq ue book AT M card r equests ar e sent
D iscrepa ncy
? No Pro du ction& Im ag ing fo r F iles are sen t to
to Item Pr oduction an d Im ag ing
DDeposit

Sca nning an d im a gin g GAIS for archiving

C h eq uebook R equest

AT M C ard R eque st
aging

Signatu re&s
Imaging

Ite m Pro duction

& Im ag ing issue and activate the cheq ue books in syste m
AT M ca rds ar e Ph otog raphs ar e
issued in system scanned and
uploaded
andIm

This is
roductionand

Item Prod uctio&nIm aging ver ify a nd u pload s the

chequeb oo k re lated data an d3rdanpad rty prin ts the

not done T he data is d ow nlo ad ed to

Item PProduction

che queboo ks
(C H Q2) Acce ss(C ard ptr oduction
C ar ds are sent to GA IS fo r deliver y
softw ar)eand cards a re
by to custom e r’s ad dr ess
p hysically p roduce d
(A OD)

Customer T he chequ eb ooks w ill be r eceived b y Item Productio

& n
Item

Im aging and they w ill b e sen t to GAIS for deliverin g th em

care to resp ective br an ches thro ugh courier on sam e day

service

It was my first duty to inform interested customers about the required documents and
charges of an account. Then the customer will fill-up the Account Opening Form (AOF)
with the help of mine or acting BSSO which is checked by CSM and verified by BM. The
BSSO will provide Welcome Pack of the account to customer. Now-a-days, atm cards are
provided with all types of account. So, check books are provided on request by customers
with necessary charges.

2) Debit Card Issue:

 D e b it C a r d I s s u e

C li e n t r e q u e s t s f o r D e b it c a r d t h r o u g h s u b m i t t in g
T h e f o r m is& vceh r eif ciek de da n d s e n t t o& I mI t ea mg inP gr o d u c t io n
D e b it C a r d I s s u e F o r m
(D 2C)
(D 1C)
B Br ar an nc ch h

T h e lis -is
t os fu &“e“r ”es u r r e n d e r ” c a r d s a r e T h e F o r m is s e n t
f o r w a r d e d t o P h o n e B a n k in g No
I tI et emm PIPrmor oad dgu uinc ct giot ion n & &

b a c k to B r a n c h
(D 3C) C a r d s a r e is s u e d in s y s t e m
Yes
I m a g in g

C h e c k f o r s u f f ic ie/c nf to br aislas un inc eg ind eab it Scua f rf icd ie n t

(D 4C) b a la ?n c e C a rd s a re h a n d e d
T h e d a t a is d o w n lo a d e d t o A c c e s s
o v e r to G A IS fo r
(C a r d p t r o d u c) taion nd s o f t w a r e
d e liv e r y t o
c a r d s a r e p h y s ic a lly p r o d u c e d
C u s t o m e r ’s a d d r e s s
H O T C A R D n u m b e r is d e le t e d in t h e s y s t e m (D 5C)
(D 6C)
b ba an nk ki ni ng g

P h o n e B a n k in g m a r k t h e c a r d s
P Ph ho on ne e

a s “ H o t C a r d ” in s y s t e m

If a debit card is lost or damaged then customer will request for a debit through a debit
card requisition form with the previous card number. On request of customer I had
provided the form and instruct them to fill-up it. The form is checked for sufficient
balance and if balance is enough then it is sent to item production. Then a card is issued
and reissued card number is sent to phone banking for activation purpose. A pin number
is also issued for the new card. The lost card is showed as “Hot Card” and deleted from
the system. The customers have to come for collecting the atm card and also pin number
of the card.

3) Chequebook Issuance:
C h e q u e b o o k Is s u a n c e

B r a n c h r e c e iv e s c h e q u e b o o k r e q u is it io n s f r o m c u s t o m e r s
B r a n c h r e c ie v e s t h e c h e q u e b o o k s t h r o u g h
(d ir e c t ly o r t h r o u g h b e-ba or) ex.B r S oSr Ot h cr ho eu cg khs d r o p
c o u .r Cie ur s t o m e r t a k e s t h e d e liv e r y o f t h e
B Br ar an nc ch h

t h e r e q u is it io n s a n d s e n d s a m a il m e n t ioB nr ina ng c thhees as ce cnodu nt ht se or ef q u is it io n s n e x t

C h e q u e b o o ks fr o m th e b r a n c h a n d
c h e q u e b o o k r e q u is it io n& Ism t oa git(kinee mge p Pinr go d u c t iod an y t o I t e m &PI mr o ad gu inc tgio n
a c k n o w le d g e s r e c e ip t o f t h e s a m e
B M/B S S/C MS M in t) h. e lo o p
(C H3)Q
(C H1)Q
I tI et emm P Pr or od du uc ct itoi on n a an nd d I mI m a ag gining g

I t e m P r o &dI mu cat iog inn g is s u e a n d a c t iv a t e t h e c h e q u e b o o k s in s y s t e m

I t e m P r o &dI mu cat iog inn g a n d t h e y

I t e m P r o &dI um cat iog inn g u p lo a d s t h e Ac fht e rq ur ee cb eo ivo ink g t h e c3rhd pe aq , ruI t ey bm o oP kr so df ruocmt io n
rd w ill b e s e n t t o G A I S f o r d e liv e r in g
r e la t e d d 3a tpa a ar tny d p r in t s t h e c h e qa un ed b Iomo ak gs in g c h e c k s a n d m a t c h. e s t h e m w it h t h e r e q u is it io n s
t h e m t o r e s p e c t iv e b r a n c h e s t h r o u g h
(C H2)Q F o r a n y d is, bc r ae np ca hn cisy c o n t a c t e d f o r r e g u la r iz a t io n
c o u r ie r

Customer care service receives chequebook request through three ways- directly from
customers, through bearer or drop-box. I had the responsibility to collect all the
requisition form customers and verify the cash amount with the charge. Then BSSO has
to send a chequebook requisition mail with the approval of CSM and BM. Branch send
the requisition mail to item production. They upload the chequebook related data and also
print the chequebook. These chequebooks are delivered to the branch. Then BSSO has
the responsibility to deliver these chequebooks to customers.
4) Internet Banking Service:

I n te r n e t b a n k in g S e r v ic e
BBr ar an nc ch h

B r a n c h c h e c k s a n d v e r if ie s t h e f o r m a n d s e n d&sDthis eb ur er sqeum(F&D)
e se tn tto F u lfillm e n t
C u s to m e r r e q u e s t s fo r in t e r n e t b a n k in g s e r v ic e in p a r tic u la r f o r m
(I B S1)
DDI sI sb buur sr seemme en nt t
FFu ul fil fill llmme en nt t&&

D O c h e c k s a n d v e r ifie s t h e r e q u e s t a n d in p u t s
t h e m e n tio n e d e m a il a d d r e s s o f th e c u s t o m e r
in s y s te m a n d m a k e s t h e I B fla g “ Y e s ”
(IB 2S)
ItIte emm PPr ro od du uc ct iot ion n &&

D o e s c u s to m e r h a s M a n d a te w ill b e c h a n g e d w it h
It is c h e c k e d w h e th e r t h e c u s to m e r h a s a D e b it C a r d o r n o t Yes
d e b it c?a r d th e1 6d ig it c a r d n u m b e r f o r I B
I mI ma ag gining g

No

In p u ts w ill b e v e r if ie d a n d d a ta w ill b e im p o r te d
D e m o c a r d n u m b e r w ill b e c r e a t e d fo r th e
in t x t fo r m a t fr o m F in a c le a n d t h e th e f ile w ill b e
c a r d n u m, wbheicr h is o n ly e f f e c t iv e fo r I B
im p o r t e d a n d c h e c k e d in A C C e S S s o f te a r e
I TI T AADDCC

IT A D C w ill g e t t h e d a t a fr o m A C C e S S a n d g e n ,e r a te p a s s w o r d f o r c u s t o m e r s
w h ic h w ill b e m a ile d to th e ir r e s p e c tiv e e m a il a d d r e s s e s a u t o m a t ic a lly

The customers have to fill-up specific internet banking form in the branch. The requested
customers will be provided with the form and it is necessary to clearly specify the e-mail
address by customers. Then BSSO has to check and verify the request for fulfillment and
disbursement. It is necessary to check whether the customer has a debit card or not
because 16 digit card numbers are required for setting the internet banking password.
This password is sent to customer e-mail address. The customer has to receive the
password and with this code he/she can access his account, do transaction and also many
things.
5) Signature Change:

S ig n a t u r e C h a n g e

C u s t o m e r r e q u e s t s f o r s ig n a t u r e c h a n g e a n d is
B B r ar an nc ch h

p r o v id e d s ig n a t u r e c h a n g eA f ot er rm c ua sn t do mS ige rn fai llst u Tru ehp eCt hfaoer rdmf o ramn d s ig n a t u r e c a r d a r e c h e c k e d a n d

b y b ra n ch &s ig n a t u r e c a r d v e r i f ie d a n d s e n& imt t oa gI t ine mg p r o d u c t io n
(S I1)G
I tIetaemanmnd Pd PI rmIormoda daug ugci nci tnigtoigon n

I t e m P r&oI md ua cg t inio gn o f D e p o s it
F o r m a n d s ig n a t u r e c a r d a r e O r ig in a t io n c h e c k s t h e f o r m a n d s ig n a t u r e c a r d
S i g n (s)a ist /au r e u p l o a d e d in t h e s y s t e m
s e n t t o G A I S f o r a r c h iv in g a n d s c a n (s)t h e s ig n a t u r e
(S I2)G

Sometimes customer faces problem with their signature. So they come to branch for
changing their signature. I had provided the customers with necessary form and requested
them for a recent taken photograph of him/her. This signature change card is sent to
specific department for archiving. The department will upload the new signature in the
system. This process will take 3-4 days. After that period customers can use their new
signature.
 6) Static Data Change:

S ta tic D a ta C h a n g e

B r a n c h c h e c k s a n d v e r if ie . s t h e s ig n a t u r e s a n d o t h e r d o c u m e n t s
T h e r e q u e s t a n d t h e d& o c u m e n t s a r e s e n t t o F u lf i llm e n t
C u s t o m e r r e q u e s t s f o r S t a t ic D a t a c h a n g e a n d p r o v id e s r e q u ir e d d o c u m e n t s
B B r ar an nc ch h

D is b u r(F&D)
sem en t
(S D1) C
D DFi si usb lbfu iulr l mrs se eem mn et en& nt t
F u lf il lm e n t &

N e cessary
R e q u e s ts a n d d o c u m e n ts a re T h e re q u e st a n d
cha ng es are m ad e
s e n t t o G A (wI S it fho r a r c h iv in g d o c u m e n ts a re
in F in a c le a n d
o r i g in ) a l A O F c h e c k &De d b y F
e n t r i e s a r e v e r if ie d

Static data change means changing data like address change, nominee change, mobile
number change and etc. The customers have to fill-up specific form with necessary
documents. Like- if a person wants to change his mobile number it is required to attach
the registration copy of his SIM. I have checked and verified the form. Then BSSO will
send the form to Fulfillment & Disbursement (F&D). With the form and attached
document specific department will upload the documents in the system and Finacle.

Finacle – A Software used by BRAC Bank

7) ATM, PIN and Chequebook Destruction:

A T ,MP I N& C h e q u e b o o k d e s t r u c t io n

B r a n c h p r e p a r e s a n lis t , o f u n d e liv e r e d A T M
B r a n c h e s s e n d t h(pe r es igp an reedd lis
1)i nwt its ht et ph e p h y s ic a l C h e q u e
P I N a n d C h e (wq uh eic hB oa or ek u n d e liv e r eTdh e s o f t c o p y o f t h e lis t is s e n t t o
BBr ar an nc ch h

B o o, Ak T M C a r d a n d P I N in s e p a r a t e s e a le d& e n v e lo p e s to I t e m P r o d u c t io n
fo 3r m o n )tinh s a s p e c if ic. f o r m a t I t e m P r o d u c tio n a n d I m a g in g
I m a g in g t h r o .u g h G A I S
(D E1)S

It e m P r o d u c t io n a n d Im a g in g d e le t e t h e c a r d s a n d d e s t r o y t h e
c h e q u e b o o k s in s y s te m
(D E2)S It e m P r o d&uI mc t aiognin g -mc raot sc sh e s t h e
DDe ep po os sitit OOr rigigi ni na at itio on n

p h y s ic a l it e m s .w it h th e lis t
(D E3)S

It e m P r o d& uImc taiognin g d e s t r o y t ,hPeI ,NA T M c a r d s

I t e m P r o d&uI mc t aiognin g g iv e s a c o n f ir m a tio n m a il t o r e s p e c t iv e a n d C h e q u e B o o k s p7 dh ay sy ics ao llyf r ew citeh ipint o f
B M& C S M o n S Y S T E M d e a c t iv a tio n o f t h e lis t e d it e m s t h e ite m s a n d s e n d c o n f ir m a t io n m a il t o B r a n c h e s
(D E4)S

It is responsibility of BSSO to enlist all the atm cards, chequebooks and pin numbers that
has been delivered to a branch. But if those things are not received by customers within 3
months, Bank has to destroy those things. For that purpose I have enlisted all the
undelivered atm cards, chequebooks, pin numbers and then mailed the list to Item
Production and Imaging Department. They will destroy the mentioned things from the
system and mail back to branch. After checking the list with the atm card, chequebook
and pin numbers BM with send these things with a list. Finally, Item Production and
Imaging Department will destroy within 7 days of physically receipt.
8) Fixed Deposit (FD)/ Deposit Scheme (DPS) opening:

F D/ D P S o p e n in g

F D p r in t in g s o f t w a r e in. f o r m s b r a n c h
I n te r e s t e d C u s to m e r is in fo r m e Td h e R e q u e s t fo/Cr m bsa alanndc eA a r e c h e c k e d
B r a n c h p r in t s t h e. CF uD s tAo dmv eicre
a b o u t/DF PD S p r o d u c t a n d p r o v id e da n d v e r if ie d b .yS Bc ar an nn cehd r e q u e s t s a r e s e n t A
is g iv e n th e a d v ic e a f t e r p r o p e r id e n t it y
a n F/DDP S o p e n in g fo r m t o D e p o s it O r (Dig inO) taht rioo nu g h lo t.u s m a il
v e r if ic a, tio n
BBr ar an nc ch h

(T D1) (T D2)

P h y s ic a l r e q u e s t s a r e
se n t to D O n e xt d a y
R e g u la r iz e d a t b r a n c h e n d
(T D3)

Yes

D O ch e cks th e B r a n c h is in fo r m e d a b o u t t h e
D is c r e p ?a n c y T D o p e n in g D O s e n d s t h e
r e q u e s ts
DDe ep po os sititOOr irgi ginina atitio on n

FD o r ig in a l r e q u e s t f o r m s a n d
s c a n n e d c o p y to G A I S fo r
No a r c h iv in g

R e le v a n t in f o r m a tio n a r e, c inh ep cu k,t evined r sifyie. sFdteD/ m

D P S/c an u m b e r is o, br et aq inu ire ed d a m o u n t is t r a n s f e r r e d to
F D/D P S/c afr o m o p e /c.
r a Tt ivh ee ab r a n c h w ill b e a u to m a t ic a lly F D/D P S
in f o r m e d a b o u t a b o u t F D is s u a n c e t h r.o u g h F D p r in t in g s o ft w a r e
(T D4)

For FD
S ta n d in g in s t r u c tio n
DPS
f o r D P S is u p d a t e d
A

I have informed the customers about FD/DPS rate, required number of deposits (DPS),
maturity date etc. There is brochure from which these rates can be informed. Then
interested customers will fill-up respective form. The request form and A/C balance will
be checked BSSO. A scanned request copy is sent to Deposit Orientation (DO) through
Lotus mail. If there is no discrepancy, DO will input relevant information in system and
inform the branch. An advice copy of the FD/ DPS is delivered to customer by branch
after all the documentation is completed.
 10) Fixed Deposit (FD)/ Deposit Scheme (DPS) closing:

F /DD P S c l o s i n g

T h e r e q u &e vs et r isif iec hd e a c nk de dt h e

C u s t o m e r / Dw PillS s uc lob ms i nit g F r De q u e s t t o
s c a n n e d c o p y o f t h e r e q u e s t is m a i le d t o
b r a. nF( cD h r e c e ip t is a t t a c , h e d w it h F D c lo s in g r e q u e s t
C l o &s Cin leg a r a n (Cc eC) D e p o s it
B B r ar an nc ch h

c u s t o m e r h a s t o s ig n) o n t h e b a c k o f t h e F D r e c e i p t
(T D1) C
P h y s ic a l r e q u e s t s a r e
s e n t to C C D n e x t d a y
CCCDl leDol eeaseapri pnaro aogns nscit&ci et e
C lo s i n g &

F /D P S w ill b e & cn loe ts ep dr o inc e se yds st e wCm illC D s e n d s t h e

R e q u e s t w& vi lle br ife ie cdh eb cy k Ceb dCe Dc r e d it e/c d a tso r ce. Eliqexunc etis’ss et ea dd u t y o r i g in a l r e q u e s t f o r m s
(T D2) C w ill b e . c o lle c t e d a n d s c a n n e d c o p y to
(T D3) C G A I S f o r a r c h iv in g

At maturity date, customer will submit FD/ DPS closing request form with the advice
copy. I had checked the advice copy and closing request. I had sent a scancopy of request
to CCD. Again the request is verified by CCD. The FD/ DPS will be closed in system and
different charges are deducted. Finally, CCD approved the form and allows to encash the
amount.
 11) Issuing Bank Statement:

Is s u in g B a n k S ta te m e n t

B S w ill d o w n lo a d t h e r e p o r t f r o m C B S f o r
t h e l i s t o f a c c o u n t s T oh f e w d h a o t as e w s i&lt l a bt e m c Boe Sn vt wse ir l tl ep dr i ni n t tP h De F s t a t e m e n t s a n d d e l i v e r t h e m t o
B B a an nk ki ni ng g S S e er vr vi ci ce e

n e e d t o b e p r i n t e d E tXh Ca tE dL a fyo rt hm r ao tu tg h h r oet hus epg /ceh ch Mt oi v Il deS eTa r Es Rt-mh S r aYo i luS g h c o u r i e r o r e
s o f t w a r e. “ M I S T E R S Y S ”

B S m a i l s a (wl i s ht o f h a a c s c ob ueB neS tn h w os iel dl nse ter st t h9 de0 a n y es x ft r po mr i n t h d e a t e a f t e r

a c c o u n) t ot s r t ea st ep me ce t ni v te b r a p n r ci n h t e d s a t e a n d u p l o a d t h e f i l e t o C B S

Banking service will download the report from CBS for the list of accounts of whose
statement need to be printed that day through the software “MISTERSYS”. BS will print
the statement and delivers those to respective a/c holders through courier or e-mail. BS
has the responsibility to mail the listed a/c number to respective branches. BS will send
the next print after 90 days of the previous one. Customers can also collect the statement
from branch with charges. For that purpose I had fill-up the customers requisition form
and inform them about charges. Finally when all the information had been informed then
I had printed the statement and packed in a envelope
 12) Dormant Account Reactivation:

D o r m a n t A c c o u n t R e a c tiv a t io n

C S O c h e c k s a n d v e r if ie s t h e
B B r ar an nc ch h

C u s t o m e r r e q u e rs et sq,s uteoen sBd t rs a cn u c s h t o f om r e r

r e a c t i v a t i n g d o r rm e aq nu te as /tsc ct hoa rnu o n u t g h F A X
(D 1)A R
BSBSaeaner nvkr vkii cnii cnegeg

T h e r e q u e s t i s c Ah ce cc ok ue nd t i s r e a c t i v a t e C d o an nf i dr m c ha ta i or gn e m i sa icl ow l l ei l l c t e d
(D 2)A R (D 3)A R b e s .e n t t o B r

An account will be dormant if the account holder does not have any transaction for 6
months. To reactivate the account, customer has to fill a reactivation form. It is necessary
to check his/her national id by BSSO. I had to take a photocopy of national id card. After
verifying all the documents BSSO will send the request to BS. The request will be
checked and the account will be activated. A confirmation mail is sent to branch to
acknowledge the customer.
14) Inward MICR Cheque:

I n w a r d M IC R C h e q u e

B B L s o f tw a r e w ill n o t ify C le a r in g U n it fo r IC E ’s
(In w a r d C le a r in g ) Ea tn vPe B,(loMPp ae r t ic ip a t o r y
B a n k ’s M )o dA u let h o r iz e d c le a r in g p e r s o n w ill T h e in s tr u m e n t ’s im a g e w ill b e c h e c k e d
d e c o d e th e I n w a r d d a ta fr o m P B M s e r vBe Br Lb yI nBteBrLf a c e s o ft w a r e v a lid a t e a ll t h e d a taa nind th e y w ill b e m a r k e d a s a p p r o v e d o r
s o ft w .a r e C B S a n d d o w n lo a d th e s ig n a tu r e im a g e in
d e c lin e d a s p e r r e q u ir e m e n t
(IC1) p a r t ic u la r f ie ld fo r m a tc h in. g t h e s ig n a t u r e
(I C2)

C a r d C h /e q u e A u th o r iz e c le a r in g p e r s o n w ill o p e n aC le a r in g p e r s o n w ill u p lo a d v a lid a t e d d a t a in B B L

B B L C h /e q u e B B L C h /ePq Ou e (M IC)zRo n e in B B L C B S a n d u p lo a d t h e I CCEB’sS a n d c lo s e . tSh ae mz eo ndea ta w ill a ls o b e
PO d a ta to C B S b y u s in g a n in t e r fa c e s o f twc oanrvee r t e d f o r P B M a n d s e n t to A C H t h r o u g h P B M
CClelea ar rining g UUn nitit

C a rd C he qu e

C a r d s O p s w ill b e a s k e d f o r
U s in g t h e a u th o r iz a, Ct iolena cr ino dg e us n it u p lo a d s C le a r in g p e r s o n n e l w ill p r e p a r e e n c a p s u la t e t h e
A u t h o r iz a t io n c o d e s fo r e x e c u t in g t h e
c h e q u e d e t a ils in c a r d c h e q u e s o ft w a r e r e tu r n d a t a f o r I R C E
card ch e qu es

R e s p e c tiv e c le a r in g p e r s o n w ill s e n d t h e I R C E t o
A C H t h r o u g h P B M w ith r e t u r n r e a s o n s

A c c o u n t in g e n tr ie s
w ill b e p a s s e d
CCa ar dr ds s OOp ps s

C a r d s O p s p r o v id e s A u th o r iz a t io n C o d e s a n d c r e d it/Ct h e t o t a l a m o u n t to a s p e c ific A

If a card cheque is received, I mailed card cheque number to authorization desk for
authorization code to execute the card cheque. Using the authorization code, clearing unit
uploads cheque details in card cheque software. But BSSO will cheque the signature from
the signature image. The instruments image is checked and they will be marked as
accepted or declined as per requirement. After all the documentation the amount will be
passed from the account.
15) Outward MICR Cheque

O u tw a rd M IC R c h e q u e

T e lle r ch e cks ch e q up ela acen sd B B L cr o ssin g o n sp e c ifie d p la ce o f th e

C u s to m e r d e p o sits O th e r B a n k ch(A
e qnuy eBinr a Bn) ch
BL ch e q u e a n d r e c e ive se a l o n d e p o s it slip
(O C1)
BBraranncchh

T e lle r S e n d s a ll th e c h e q u e s a l o n g w ith d e p o s i t s li p s to C le a r in g
U n it
(O C2)

R e s p e ctive p e r so nC frleoamr in g UP la
n ice
t s a ll th e M IC R ch e q u e s in
Im a g &e D a ta C a p tu r in g m a c h in e
(O C4)
C le a r in g U n it r e ce ive s th e ch e q u e s a n d p la ce s e n d o r se m e n t
b a ck o f th e c h e&qPulae ce se t n o o n b a ck o f d e p o sit slip
(O C3)

R e sp e ctiv e p e r so n fr o m C le a r in g U n it im p o r t th e ca p tu r e d d a ta fr o m im a g in g so ftw a r e
D a ta w ill b e co n ve r te d a s p e r P B M r e q u ir e m e n t a n d
to in te r fa ce so ftw a r e a n d in p u ts C h &e qCur e dAitmAocco
u n tu n t N u m b e r in in te r fa ce
w ill b e s e n t to P B M
so ftw a r e
CCleleaar riningg UUnnitit

A C Hw ill se n d a a ckn o w le d(W

g e hmeer en t it is d e scr ib e d sa n d e d d a ta a) r e O K o r N o t

If N o t O K If O K

B B L C le a r in g U n it w ill m o d ify th e d a ta a n d D a ta w ill b e u p lo a d e d in

M ICC BRZSo’sn e
se n d th e r e ctifie d d a ta to A C H th r o u g h P B M a s p e r a ckn o w le d g m e n t fo r flo a tin g B a la n ce

T h e re t u rn c h e q u e s a re p ro c e s s e d a fte r re t u rn h o u s e
(s e e th e re tu rn p ro c e s s fo r M IC )R C h e q u e s

If the customers deposit other banks cheque in BRAC Bank, I had checked and placed
receive seal on deposit slip. Then BSSO send all the cheque along with a copy of deposit
slip to clearing unit. Respective person from clearing unit captures all the data as image.
He will also input cheque amount and credit account number in interface software. If
everything is ok, data will be uploaded in CBS’s MICR Zone as per acknowledgement
for floating balance.
16) Pay Order Issue at Branch:

P a y O rd e r Is s u e a t B ra n c h

C S O a s k s t h e c l ie/ sn ht ew hh ae st h ae nr h e
C lie n t c o m e s t o t h e b ra n c h a n d re q u e s t s C S O
A c c o u n t a n d a ls o c h e c k s f o r t h e re q u ire d
t o m a k e -Oa r Pd . ea ry
b a l a n c e i n a(PcO1c) o u n t

C S O p r o v i d e -O
s tr hd e r “” Pf oa rym a n d a s k s
T h e c l ie n t f i ll s u p t h e . f o r m a n d s i g n s i t
t h e C li e n t. t o f il l i t
BBr ar an nc ch h

C S O s i g n s o n t h e R e c e i v e d B y f i e ld in t h e
M a k e e n t r y i n F I N A C L E a n d p r in t v o u c h e r
P a y m e n t O r.d e r F o r m

H a n d o v e r P O I s s u e F o rm to H T
w h o w il l k e e p i t in . t h e c a s h v a u lt
C l i e n t s t a k e -os r dt heer aP f at ey r
p r o p e r id e n t it y . v e r i f i c a t i o n
(P O2)

Issuing pay-order is an important task of Bank. For issuing a pay-order, customer has to
come branch and request for a pay-order form. It is important to have a BRAC Bank
account to issue a pay-order from BRAC Bank. Then, the customer has to fill-up a pay-
order form and sign it. I had to check the form whether there is any deficiency like
receivers name, account number and etc. BSSO will receive the pay-order form and make
entry in Finacle to print voucher.
 17) Foreign Cheque Collection:

F o r e ig n C h e q u e C o lle c t io n

B r a n c h s e &Rn d s d o c u m e n t s t o T
C u s t o m e r s u b m it s f o r e ig n c h e q u e t o B r a n c h
a f t e r . c h e c k in g
B B r ar an nc ch h

a l o n g w &iot ht h de er p d oo s c i tu sm l i pe n t s
(F 1)C
R R Te Temr amr ai dt i dt eat ean&n&c ce e

T&RE n d o r s e s a n d C r o s s e s c T&Rh e q a uf cte eo rar rns eed si nps geo n d si n g c hc er eq (tduh i ter oe t uon gt r hi e s t o B B L ’ s N O S T R O a c c o u n
C o r r e s p o n d i n g F o r e i g n B aN n Ok Sw T i t Rh), c OrF e odS r itwa cat ue r smd t ione mgn t eL re at t ce cr o t uh nr ot ua gf the r d e d u c t i n g n e c e s s a r y c
R e c e i v i n g B a n k c o u r i e r o r I n t e r n a t i o n(F a2)C l c o u r r i e r

To deliver the foreign cheque, customers have to submit the foreign cheque at branch
along with deposit slip and other documents. I have to check all the related documents
then send to Trade & Remittance (T&D) through the approval of BSSO. T&D will send
the cheque with forwarding letter to the foreign bank through international courier.
Finally, after the approval of foreign bank T&D will authorise the cheque and
recommend disbursing.
 25) Fake Notes Management:

F a k e N o te s M a n a g e m e n t

B r a n c h r e c e iv e b u n d le
c o n t a i n(s) ai n ng d f a k e I nB o C t eM a f t e r r e c e i v i n g aT l l h me al ei l ts t er er gi s a fr od r i wn ga rs du ec dh t o B B a n d a r e c e i v e d
B B r ar an nc ch h

i n f o r m I B C M a b f ao ku e,tp i rnt eo pt ea sr e s a f o r w a c r od pi n y g i, sal e pct troee pr s y e or vf e p d r e s e r v e d c o p y i s

(F 1)N a d d r e s s i n g t h e c u r r e n c sy e o n f tf i ct oe r r eo sf pB e B c t i v e b r a n c h e s

IB C M a r r a n g e s
in t a c t b u n d le t o
I BI B C C M M
to tr a n s fe r th e
B r a n c h e s r e c ie v e s F a k e N o t e s f r o m B B
th e b r a n c h
w it h d r a w a l a n d in f o r m s I B C M a b o u t it

w h ic h p r o v id e d t h e b u n d le

Fake note management is an important task of BRAC Bank Customer Care Service. It is
duty of branch to inform the IBCM. IBCM will receive all the mails regarding such fake
notes and prepares a forwarding letter addressing the currency officer of BRAC Bank. A
copy of the received letter is preserved and other copies will be sent to other branch to
inform situation.
26) Excess Cash Management:

E xcess C ash M anagem ent

T he b ra nch h and s
A ll th e b ra n c h e s in f o rm I B C M t h ro u g h L o t u s
BBr ar an nc ch h

o ve r th e e x ce s s
M a il r e g a rd i n g r e m i t t a n c e o f e x c e s s c a s h c a s h t o C IT
s e r v ic e

I B C M f o rw a r d s t h e m a il t o
t h e c o n c e r n e d B r a n IcBhC M a r r a n g e s t o
(w h ic h h a s e x c) e s s f u nd de p o s it t h e
a m o u n t in o t h e r
a n d i n s t r u c t s t h e B ra n c bh a n k
IBIBCCMM

to h a n d o v e r th e c a s h to
I f B B L h a v e e x ,cI eB sCs Mc aass hk s I B C M a r r a n g e s t o 3r d p a r t y C I T v e n d o r a n d
T re a s u r y D e p a rt m e n t t h r o u g h l o t u s md ae ipl of os ri t c a s h in B B t h e c a s h is d e p o s it e d i n
t h e i r d e c is io n a b o u t w h e r e t o d e p o (S
s i te teh e“ C a s h d e p o s i t i n o t h e r b a n k i n t h e
cash B B ” P r o) c e s s p re s e n c e o f B B L
r e p r e s e n (s)
t a tiv e
TTr er ea as su ur yr y

T re a s u ry D e p a rt m e n t in f o rm s IB C M t h ro u g h
T r e a s u r y D e c id e s to d e p o s it
c a s h t o o th e/ Br Bb a n k s
m a i l r e g a r d in g (s)t hwe hbearen kc a s h is t o b e
d e p o s it e d

When in a particular day there is excess cash in branch, I had informed CM through mail.
IBCM will ask Treasury Department where to deposit the excess amount by mail. The
deposit decision is taken by Treasury Department and they inform IBCM where to
deposit. IBCM forward the mail to respective branch and instruct how to deposit the
excess amount in other bank with the presence of BRAC Bank representative.
Problems that I had faced in performing those duties:

1. BSSO have the responsibility to perform those duties through Finacle. But I was
not authorized to activate any Finacle id and access the sever. As a result,
customer service was not easy for me
2. A training session will be helpful for the interns. But due to time storage no
training program can be provided.
3. Customers do not have enough information about the account related data. So it
was difficult me to access those accounts.
4. Update data is not available.
5.

Mystery Shopping Survey

The Goal of Mystery Shopping Survey:

The objective of this survey is to investigate and evaluate service standards of branches
of that the ‘guests’ experience. With a overall view to identifying areas of improvement
Service providers will be evaluated and examined on selected activities

Techniques:

With the help of chosen activities the mystery shoppers’ job just likes an ordinary
customer to gain real customer experience and interact just as an ordinary customer.

The mystery shoppers investigate each branch to cover all the CCSOs and BSSOs. Each
CCSO/ BSSO will be supervised twice during this type of survey. During the personal
investigation, the mystery shoppers perform under various circumstances and observe
staff reactions, courtesy levels and knowledge levels among other available things.

Attributes of Mystery Shopping Survey:

BSSOs and CCSOs will be reviewed on the following attributes:

 Personal Aptitude

 Professional Conduct
 Product and Service Focus

 Inappropriate Conduct

 Subjective Impression, based on Personality

 Professionalism

 Attire

 Customer observation (Overall Satisfaction)

 Office premises appearance (internal and external): Overall appearance

 Cleanliness: Clean or dirty premises including desktops

 Maintenance of furniture and fixture

A Sample questionnaire is given below for your better understanding:

Mr. XYZ Rating Score

PERSONAL ATTITUDE
Acknowledged customer's presence 5
1 immediately Yes
2 Greeted customer Yes 5
3 Offered customer a seat Yes 2
4 Made introduction Yes 5
5 Offered assistance Yes 5
Made steady eye contact throughout 5
6 discussion Yes
Smiled or showed concern throughout 5
7 discussion Yes
8 Listened without disrupting Yes 5
Expressed thanks or welcome after 4
9 service Yes
1 4
0 Invited customer to return Yes
PROFESSIONAL CONDUCT
1 Dressed appropriately Yes 4
2 ID card was clearly visible Yes 3
3 Used appropriate address Yes 5
4 Seated during service delivery Yes 5
5 Kept desk and resources organized Yes 5
Lead service delivery unprompted by 5
6 customer Yes
Asked about profession or if personal 1
7 info was current Yes
8 Asked appropriate and relevant questions Yes 5
9 Kept information to follow-up Yes 3
1 Handled disputes with minimum 4
0 argument Yes
1 Managed distractions or interruptions 5
1 capably Yes
1 Apologized for inconveniences or 5
2 mistakes Yes
PRODUCT AND SERVICE FOCUS
1 Completed service within stipulated time Yes 5
2 Delivered service without mistakes Yes 5
3 Attempted to cross-sell Yes 5
Adequate knowledge of surveyed 5
4 product or service Yes
5 Paced presentation comfortably Yes 5
Provided recommendations or discussed 5
6 benefits Yes
7 Used brochures and other aids Yes 5
INAPPROPRIATE CONDUCT
Passed service to another officer without
1 completing No 0
2 Ate or drank at desk No 0
3 Received or made personal call No 0
Left seat unnecessarily or for long
4 periods No 0
Engaged in prolonged conversations with
5 others No 0
SUBJECTIVE IMPRESSIONS
Personality
1 Polite Very Polite 5
2 Attentive Attentive 5
Professionalism
 1 Assertive Assertive 5
Very
2 Competent competent 5

Overall/Total Score Excellent 150

Score/Actual Score 100.00 150

Overall Rating:

In order to land at overall rating, an individual’s total score is calculated by adding up

points earned against some different scenarios for BSSO and CCSO. This total score is
then converted into percentage in order to represent in a suitable form.

Based on the percentage score obtained, overall rating is done as bellow:

Excellent : 95< X ≤ 100

Very Good : 90< X ≤ 95

Good : 80 < X ≤ 90

Average : 60< X ≤ 80

Poor : 50 < X ≤ 60

Very Poor : X ≤ 50%

Branch SQ Index:

From the survey we can calculate the branch overall SQ index. Branch SQ index includes
average people score of a particular branch and average branch observation score.
Bank SQ Index:

After getting each branch SQ index, we are able to calculate average branch SQ index to
derive the Bank SQ index.

Findings

At the last stage of report I come up with some recommendation regarding BRAC Bank
customer care services which are described is followings:

1) Regular checking is mandatory for the customer service officers. Daily

reconciliation of chequebook, atm card, pin number and welcome pack is
necessary. Most of the time customer service officers do the duties properly.
2) BRAC Bank, Jamal Khan Branch does not have a pleasant atmosphere for
customers. Although all BSSOs are trying hard to maintain service quality but
environment and lack of employees hamper their service. For example- most of
the AC does not work properly and many also.
3) Guest Waiting areas are not provided with enough sitting arrangement. For this
reason, most of time customers have to stand and wait when it is heavy crowded.
4) In the Service Quality Handbook, it is clearly written that guest waiting areas
should be provided with newspapers, magazines and periodicals. But the guest
waiting areas are never provided with newspapers, magazines or periodicals.
5) Some BSSOs are regularly late in the office even after the time when service hour
started. They also do not do “Office” In and “Office Out” properly.
6) BSSO stands for Branch Sales & Service Officer which means they have to serve
customers with their problems and bring fund and disburse loan from bank. They
have to serve customers from 10 A.M to 4 P.M. After 4 P.M they do all the
reconciliations. The time for Office Out is 6 P.M. But BSSO have to do loan
disburse and also bring new fund. It is very much hard for BSSO to do all these
activities.
7) As per Bangladesh Bank requirement Torn & Soiled Note Exchange poster
should be displayed in a visible place of the branch but in Momin Road Branch
there is not any such poster.
8) Some customers are not getting statement on a regular basis and they have to
come to branch to collect statement with charges.