TABLE OF CONTENTS

Contents
INTRODUCTION...................................................................................................... 1
AN OVERVIEW OF BANGLADESH COMMERCE BANK LIMITED.................................1
Vision:................................................................................................................. 1
Mission:............................................................................................................... 1
Departments:...................................................................................................... 2
General Banking:................................................................................................ 2
Foreign Exchange:.............................................................................................. 2
Credit:................................................................................................................. 2
Cash Department:.............................................................................................. 2
Organizational Structure:.................................................................................... 2
Process............................................................................................................... 3
MY TASK AND CONTRIBUTION TOWARDS BCBL.....................................................3
LESSON LEARNED FROM THE INTERNSHIP EXPERIENCE........................................4
MICR (Magnetic Ink Character Recognition):...................................................4
Dishonored cheques and the consequences:......................................................4
Clearing Cheques:.............................................................................................. 4
INTERACTION WITH THE SUPERVISORS AND COWORKERS....................................4
DEALINGS WITH THE DIFFICULTIES DURING INTERNSHIP.......................................4
DIFFERENCE BETWEEN THE EXPECTATIONS AND EXPERIENCES............................5
BCBL INFLUENCE OVER MY CAREER PLANS...........................................................5
Credit Line:......................................................................................................... 5
Foreign Exchange............................................................................................... 5
General Banking................................................................................................. 5
MY PLANS IF I HAD TO REDO THIS INTERNSHIP.....................................................6
Conceptual Model............................................................................................... 6
CONCLUTION:........................................................................................................ 6
Internship Journal Summary (June 1/2014- August 12/2014).................................7
Journal #1 (June 1- June 5)................................................................................. 7
Journal #2 (June 8 june12)............................................................................... 7
Journal #3 (June 15- June 19)............................................................................. 7
Journal # 4(June 22- june27)............................................................................... 7
Journal # 5(July 1- July 5).................................................................................... 7
Journal # 6(July 6- July 10).................................................................................. 8
Journal # 7(July 12- July 17)................................................................................ 8
Journal # 8( July 19- July 24)............................................................................... 8
Journal #9 (August 2- August 7).........................................................................8
Journal # 10 (August 9- August 12)....................................................................8
INTRODUCTION

Banks are ancient from of financial institution that collect money from the
depositor and lend money to others. It gives a certain amount of interest
to the depositors and takes interest from those who take loan from the
banks. Bangladesh Commerce bank falls into the second generation
segment. As an intern from business discipline with major in Marketing I
have got the opportunity to work with this bank and try to put my effort to
make a depth study. The aim of this bank is to explore a new horizon of
innovation in modern banking business by creating an automated and
computerized environment to provide the best services and prepare itself
to face the new challenges of the globalization. The Companys tagline
Peoples Bank with a Mission contains the message it want to be the
best in its territory. To be the best it requires gaining the competitive
advantage in customer handling process. Especially, in the general
banking they have some advantage and some problems in the process of
customer handling. While working as an intern at Bangladesh Commerce
Bank Limited, I have the opportunity to watch and learn the overall
general banking activities that are conducted by this organization.

AN OVERVIEW OF BANGLADESH COMMERCE BANK LIMITED

Bangladesh Commerce Bank Ltd incorporated in Bangladesh on 1 June

1998 as a banking company, it started banking operations on 16
September 1999 with an authorized and paid up capital of Tk 2,000
million and Tk 920 million respectively. The share of the government of
Bangladesh in the bank's paid up capital is Tk 300 million while depositors
of the former Bangladesh Commerce and Investment Limited (BCIL)
contributed Tk 520 million. The balance of Tk 100 million is to be
subscribed by banks and financial institutions under guidance and
supervision by Bangladesh Bank.

The former BCIL was set up on 27 January 1986 as a non-bank financial

institution. It continued its business till April 1992. Consequent upon its
liquidity crisis, Bangladesh Bank suspended its operations in April 1992.

Vision:

To become the Bank of choice in serving the Nation as a progressive and

Socially Responsible financial institution.

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Mission:

The Banks mission gives emphasis to:

Provide quality financial services especially in Foreign Trade.

Continue a contemporary technology based professional banking

environment.

Departments:

Bangladesh Commerce Bank Principal Branch has four departments and

the departments are GB (General Banking), FE (Foreign Exchange), CR
(Credit), and Cash.

General Banking:

The task of the GB (General Banking) is to open and maintain the bank
accounts, clearing cheques, providing foreign remittance to the customer
on cash or, on account, dealing with the anti-money laundering issue and
keep the necessary documents of each letter and transaction of GB and
other departments, etc.

Foreign Exchange:

This department deals with all kind of foreign related activities except
foreign remittance. The task of this department is to open and cancel
import related L/C, open and cancel export related L/C, buying and selling
dollars, etc.

Credit:

This department is responsible for giving loans, making sure the

deposition of installments by borrowers, taking legal action against the
defaulters, etc.

Cash Department:

This department is responsible for providing money to the customer

against cheques and deposition of cash to the customers accounts.

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Organizational Structure:

Process

In the figure first please see some components as physical evidence of the
principal branch.

The Process is described as follows:

Flow of activities: There has to be adherence to certain rules and

principles in the banking operations. The activities have been
segregated into various departments accordingly.

Standardization: BCBL has got standardized procedures got

typical transactions.

Customization: There are specialty counters at each branch to

deal with customers of a particular scheme.

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MY TASK AND CONTRIBUTION TOWARDS BCBL

There I was responsible for the supporting activities of my supervisors. By

those supportive activities it was really helpful for my supervisors to do
some more works and providing good customer services. In this way my
supervisors tried not to make customers wait for a long time. In this
department one of my major tasks is to provide the information about
opening the bank accounts. To opening a bank account the customers
need to bring certain documents like photo copy of the National ID, three
copies of passport size photos, one copy passport size photo of nominee,
etc. These documents are needed for opening all types of bank account.

BCBL uses software called STEALER for their banking activities. For
security purpose the bank authority do not provide software access to the
interns. I was responsible for the scanning the signature cards in a proper
resolution and upload them under the authorization of my supervisors. It
was my responsibility to check all the required information that is
important for opening a bank account. I was responsible for writing the
pay orders according to the demands of the customers. For the pay orders
customers need to fill up a yellow form. In that form they need to mention
the name of the payer, name of the person or, institution that is going to
be paid, and the payment amount.

LESSON LEARNED FROM THE INTERNSHIP EXPERIENCE

MICR (Magnetic Ink Character Recognition):

During my internship I have learned about the MICR (Magnetic Ink

Character Recognition). MICR is a code which is printed in the cheques.
This system launched by Bangladesh Bank in 2009. At present all the
banks of Bangladesh use MICR code to exchange the cheques image and
data instead of paper cheque for clearing and settlement purpose.

Dishonored cheques and the consequences:

I also have learned about the dishonored cheques and what action can be
taken if a cheque dishonored. I have tried to relate the dishonor of
cheques with my academic learning and found similarity and that was
helpful for me to understand the reason behind the dishonored cheque.

Clearing Cheques:

One of the major activities of the General Banking is to clearing the

cheques. If a customer submits other banks cheque(s) for deposition of
the cheques amount, those cheques considered as clearing cheques. The
cheque(s) amount deposited within one or, two days of cheque(s)
submission. Bangladesh Bank has scheduled some charges for clearing
the cheques.

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INTERACTION WITH THE SUPERVISORS AND COWORKERS

In the very first day I have met with my supervisors and some other
interns. On that time, I didnt understand how the bank provides services
to the customers. I am grateful to my supervisors because they helped me
a lot whenever I faced any problem during the internship program. My
supervisors always tried to teach me the procedures that are necessary to
provide good banking services. They provided me the guidelines for giving
the customer services in a shortest possible way. They always gave me
motivations whenever I had made any mistake. Now I am going to talk
about their organizational culture. Every employees of this institution is
sincere towards their responsibility. They always try to focus on the
prosperity of this organization. The employees work together against
every difficulty.

DEALINGS WITH THE DIFFICULTIES DURING INTERNSHIP

It is important to understand the problem of the customer. After listening

to the problem it is important to paraphrase the problem to ensure the
problem. Furthermore, it is also necessary to empathize and request an
apology from the customer if necessary. I was not familiar with this kind of
manner. It was difficult for me to understand the problem of the customer
and act with them politely even if they get angry for nothing. My
supervisors told me to keep patience at the time of dealing with the
customers and this was really helpful for me to understand the customer
and act according to their needs. Furthermore, I have learned that
sometime the customers get angry even if there is no fault of the bank.

DIFFERENCE BETWEEN THE EXPECTATIONS AND EXPERIENCES

I always wanted to do the cheque clearing and transferring activities. For

the clearing of cheques there is an online software provided by the
Bangladesh bank. All the banks upload a scanned copy of the cheques to
the server of the Bangladesh bank. Then the software determines the
origin of the cheques and sends the online copy to the mother banks.
Then the mother banks officer decide to honor or, dishonor of the
cheque(s). I was expecting I could do the clearing activities but they did
not provide me the access to that software either. I only observed that
how my supervisors verified the cheques. They matched the signatures of
the cheques with the signature card. The Bangladesh Bank clearing house
software has a link with the BCBLs banking software. The banks need the
latest equipment like computers, scanners, photocopiers, etc.

BCBL INFLUENCE OVER MY CAREER PLANS

From my internship experience I have learned that there are some

common career tracks in banking business. The tracks are Credit Line,
General Banking and Foreign Exchange. I am going to discuss about all of

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this departments and will try to relate these departments activities with
my career plan.

Credit Line: Loan officers task is to determine who are getting loans and
who are not. They also make sure the monthly deposition of installment by
the borrowers. If any borrower defaults any installment(s), the loan
officers task is to contact with that customer and take legal actions if
necessary. From my point of view it will be difficult for me to manage
those customers who refuse to pay the monthly installment.

Foreign Exchange: This department is responsible for opening and

cancelling L/C, buying and selling the dollars, give advice to the customer
regarding L/C, etc. the employees of this department have the opportunity
to interact with the other departments. The employees also get
promotions frequently based on their experiences. So if I get opportunity
to work in this department I believe I can do the activities of this
department.

General Banking: This department is responsible to provide the

customer services. This departments employees also get the opportunity
to learn the activities of the other departments. The employees of this
department can also switch to the other departments and they also get
promotions based on their performance. If I get chance to serve at this
department, it will be easy for me to set my career.

MY PLANS IF I HAD TO REDO THIS INTERNSHIP

BCBL provide no access to their banking software to the interns. Interns

are only allowed to learn by observing the supervisors activities on that
software. So it was a disadvantage for me because I had not acquired
proper knowledge of operating that software. I think some gaps between
clients & employees stay here & need to minimize those gaps. Here is the
scenario:

Conceptual Model

The conceptual model is basically any legend/renound writers

framework/model. As for our service audit on BCBL, we realize that
Parasuraman, Zeithaml, Berry 1985 model will be best for analyze
service quality and providers gap.

Provider Gap #1(not knowing what customers want)

Provider Gap #2(Not selecting the right service standards)

Provider Gap #3(not delivering to service standards)

Provider Gap #4(not matching performance to promises)

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Model: Parasuraman, Zeithaml, Berry 1985 model

Explicit service promises implicit service promises Word of

mouth communication

Expected service
(Predicted service also affected
By those items) Experiences
Consumer Predicted service Gap 1

Provider service delivery Gap 4 external

communication with customer
Gap 3
Customer driven service design and standard Gap 2
Management perception

CONCLUTION:

BCBL is one of the problematic banks in Bangladesh. And they are doing
well gradually. But it has some draw back. I strongly believe that the
banking services marketing are different from goods marketing in a
significant way. So that, it can improves totally different strategy and
tactics. And you can do marketing when you have signified product &
Service. To analyze the BCBL regarding to service & product found that, to
win the customer satisfaction BCBL need to improve their service quality,
enhance technological service and launch new product which will
generate inflow to the Bank.

Internship Journal Summary (June 1/2014- August

12/2014)

Journal #1 (June 1- June 5)

During the internship program I had been attached to an organization

named BANGLADESH COMMERCE BANK LIMITED.I have completed
almost 4 weeks and I have to complete another 8 weeks to fulfill my
requirements. In this description I am going to summarize what I have
learned from this institution in these 3 weeks.

I had been told to start working under the General Banking department to
get some ideas about the operations. The officers of this department were
very helpful and gave me some ideas about the activities of this
department. While working in this department, I have learned a lot about
the customer services.

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Journal #2 (June 8 june12)

After fulfilling all requirements the General Banking Department send the
information to the head office. Then the customer gets a confirmation
through text message. With this service the customer can know the
balance of his or, her accounts but cannot transfer any amount of money
to other account. Other banks like The City Bank, Dutch Bangla Bank, etc.
are providing internet service that enables a customer to transfer fund,
payment of bills, buying air tickets, etc.

Journal #3 (June 15- June 19)

I can also talk about the foreign remittance service. Customer can get the
remittance through cash or, payment order. To get this service customer
need to provide photocopy of his or, her National ID and need to provide
the name and contact number of the sender. After checking all the
documents by the GB (General Banking) officer, he provides a voucher to
the customer and customer receive cash or, pay order from the cash
counter by showing that voucher.

Journal # 4(June 22- june27)

Firstly After taking the supplementary documents from the junior officer
an intern needs to separate the unstapled Vouchers and reorder and
rearrange them by debit and credit. Next work is to match the vouchers
number with the top sheet and then give a tick mark to the founded ones.
But if any voucher is missing or not corresponding with the top sheet then
the Code number must be searched and seen whether they belong to that
specific branch.

Journal # 5(July 1- July 5)

At 1st of July (Bank Holiday but need to go all officers & interns) I have
worked under the credit department a little bit. This department gives
loan to the customers. To give loan they take mortgage in the form of
documents. The officers of this department take advice from a lawyer at
the time of agreements.

Journal # 6(July 6- July 10)

My 2nd week of July was not so good because of this SME loan or advanced
Department because lots of informations & critical tasks was involved
with me. Here I just try to give some information about SME loan systems
about BCBL. The main focus of BCBL is to develop human and economic
position of a country.

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Journal # 7(July 12- July 17)

SME Operations looks up the documents checking and disbursement of

SME loans. There are two main groups it works in. Documentation Team &
Disbursement Team. Before loan disbursement I need to know the credit
history of the said client (i.e. whether he has taken any loan from any
bank and its repayment behavior to assess the client.). CIB report is
important to reveals the repayment behavior of the client.

Journal # 8( July 19- July 24)

I have collected some cheques for clearing and transferring. For clearing
the cheques I need to mention that if a customer submits any cheques
before 11.30 am then the cheque will be cleared to deposit the cheques
amount into his or, her account within 3.00 p.m. on the same day he or,
she have submitted the cheque(s). On the following day I have written
down several pay orders according to the demand of the customers.

Journal #9 (August 2- August 7)

After Eid- ul -fitr vacation I have learned various savings skims about
BCBL. Basically this was my 2nd time experience in Account opening
section. Within this 1 week I have opened various types of skims where
different rules & regulation were included given by BANGLADESH BANK.
Thats why lots of mistakes were also done by me but I have learned a lot.
The Attractive Savings Schemes of BCBL are Like Lakhopati Scheme (LDS),
Millionaire Scheme (MIDS), Kotipati Scheme (KDS), Marriage Scheme
(MDS), Education Sanchaya Scheme (ESS), Double Benefit (DGDS) and
Triple Benefit (TGDS).

Journal # 10 (August 9- August 12)

Maintaining Account, Doing Export / Import Business, Maintaining

Investment Account , Getting Services in Various Forms & these type of
services people getting from BCBL.So, Within my 3 months of internship I
have heard various objections about my bank. Sometimes I heard in front
of me & sometimes outside. At month of June I have decided that I will
make a questionnaire & I will talk with employees (Through they already
have an account in BCBL) & if I get chance I will talk with clients as much
as possible.

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