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SCB - Project Paper
SCB - Project Paper
1.0 Introduction
1.2 Objectives
The main objectives of this project to study the customer services
provided by the Credit Card Services of Standard Chartered Bank in
this country. Along with this the objectives of this study were as
follows;
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1.3 Methodology
This is a vivid project with independent and dependant observation
narrated all through the project. To write this project, information
were collected from both the primary and secondary sources.
Primary Sources
Few employee of Standard Chartered Bank who work in Credit Card
Division, helped to get information about Standard Chartered Credit
Card Service.
Secondary Sources
Data was also collected from various manuals.
1.4 Scope
A 24 hour customer service in the banking sector is very new in
Bangladesh. As for Standard Chartered Credit Card, it has complete
many years of its official launch. As credit card business is very
susceptible to fraudulent activities critical information as well as
financial information is very restrictive. Other than that information
all other information was available.
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1.5 Limitations
Lack of comprehension of the respondents was the major
problem that created many confusions regarding verification of
conceptual question.
Limitation of time was one of the most important factors that
shortened the present study. Due to time limitation many aspect
could not by discussed in the present study.
Confidentiality of data was another important barrier that was
confronted during the conduct of this study. Every organization
has their own secrecy that is not revealed to others. While
collecting data on Standard Chartered Bank, personnel did not
disclose enough information for the sake of confidentiality of the
organization.
Rush hours and business was another reason that acts as an
obstacle while gathering data.
The finding of the survey is based on employee’s response in
different Standard Chartered branches located in Dhaka City
only. The results may not reflect the same for other branches of
Standard Chartered outside Dhaka.
The report contains five parts. Part one is the Introduction part, which
includes objective of the project, scope, limitations, and methodology.
Part two the Organizational part gives the idea about Standard
Chartered Bank’s historical background, banking services specially
the credit card services of SCB. Third part introduces the Standard
Chartered Bank Credit Card services and discusses that how the
Credit Card works, how SCB customers are getting advantage out of
it. Forth part will highlight on Credit Card in Bangladesh perspective.
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Which card is popular in Bangladesh, its interest rate and the social
impact of Credit Card. Fifth part is conclusion and recommendation.
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PART-II
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2.0 STANDARD CHARTERED BANK
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knowledge of the market and essential expertise in wide financial
services underline SCB’s strength to build business opportunities and
institutional clients at home and abroad. Continuous upgrading of
technology and control system has enabled the bank to offer new
services, which include unique ATM and Phone Banking on a 24-hour
basis.
PART-III
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3.0 Credit Card
Credit card allows cardholder mainly to buy goods and services for
the retailers or shops take cash advances from ATMs or branches pay
their utility bills.
Card holder receives monthly statements from the credit card unit of
the bank, which may be paid in full within a certain number of days
with no interest charged. Card holders may make a specified
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minimum payment (typically 5% of the outstanding) and pay interest
on the outstanding balances.
Credit Card allows customers to enjoy revolving credit as repaid
amounts can be redrawn up to the allocated limit of the credit card.
In modern time in most of the countries Credit Cards are viewed as a
prime payment instrument, a safer substitute for cash.
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Travel and entertainment cards are used as a method of payment only
and not considered as credit cards. In 1958, American Express
introduced their corporate cards which has today become the most
widely used charge card in the world. Consequently in 1966 Master
charge & Bank Amricard (which later came to be known as
MasterCard) and in 1977 VISA were born. Both MasterCard
international and VISA international are scheme operators who
operate all around the world through a wide range of established
banks like Citibank, Hong Kong Shanghai Bank and ANZ Grindlays
Bank, Standard Chartered Bank etc.
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to parties involved in credit card operation-card holder, merchant and
bank.
A credit card has a limit on the amount the cardholder can spend on
it; but at the same time it has the advantage of revolving credit. By
definition, “A Credit Card is a card which allows the cardholder to pay
for goods and services or draw cash, up to a predetermined card
spending limit and enables him to pay off the outstanding balance
over from one statement to another. This charge covers the banks
expenses of carrying unclear debit balances in the cardholders
account”.
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spending pattern based on the cardholders usage volumes and
investigations abnormally excessive of large transactions. Examples of
charge cards include American Express, Diners club & JCB cards.
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Figure 1: Transaction Process of Credit Card
Acquirer
transmits Issuer receives
Settlement claim Settlement claim
Merchant presents
vouchers Credit
Cardholder
pays issuing
Bank
Issuer
Acquirer credits Merchant Provides
Account Statement
Cardholder uses
card
bank gives this authorization after checking with VISA/ Master card
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international or the card issuer bank to fund out in his account or not.
This authorization also protects the merchant from accepting lost or
stolen card being presented by any person other than the cardholders.
In technically advanced countries, this authorization is done
electronically with the help of electronic devices.
After this transaction between the cardholder and the merchant has
taken place, the merchant obtains compensation from the acquirer
bank amount less a certain service charge and claims compensation
from the card issuer bank through the scheme operator.
The issuing of a credit card involves the creation of a credit
relationship between the issuer and the cardholder. The issuer will
perform a series of investigations to establish the reliability of the
customer before providing a credit limit and a card. The cardholder
will receive a statement of
transactions from the issuer on a regular basis, which may include
cash advances, sales and
interest charges and request a minimum payment of the balance
outstanding.
A similar process is followed when an acquirer bank selects an
establishment for becoming a merchant. The establishments past
business records, financial performance, and bank’s recommendation
along, with many more details are scrutinized before choosing it as a
merchant and providing it with the necessary logistic and backup
support to accept cards.
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#3.5 key benefits of Standard Chartered Credit cards:
Wide Acceptance
Standard Chartered Bank issues both VISA and MasterCard Credit
Cards, the two widely accepted cards. So, the customers can buy
anything from clothes to meals in exclusive restaurants to airline
tickets to hospital bills. Any outlet that accepts Visa or MasterCard
will entertain our cardholders.
They have (SCB) at present, agreements with 3500 merchants all over
Bangladesh. But their cards are accepted in almost 4500 outlets. The
number is growing everyday.
Substitute of Cash
it is the primary benefit of credit card. Through cards one can buy
almost any thing on credit within the credit-limit. Therefore people
can go for their desired products and service and not bother whether
they are carrying enough cash with them or have enough cash in their
bank account. It enhances the purchasing power of the customer and
gives them opportunity to shop any time as they like.
Safety
Customers do not need to carry cash to purchase goods and services.
Through credit card customer can settle his/her dues to obtain credit in
shops, hotels, restaurants, petrol stations, etc.
Supplementary Card
Standard Chartered credit card holder can enjoy the convenience of
supplementary card for cardholders spouse, children over 18 years of
age or any family members or friends. Cardholder can set the
spending limit of cardholder choice, which will be the maximum
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amount that the supplementary cardholder can spend in one billing
cycle. A supplementary cardholder can enjoy all the benefits that only
cardholder can.
Emergency Need
In cases of emergency, cardholders can get instant cash advances up
50% of card limit from any of their 23 ATMs 24 hours in a day. Since
non-account holder also can be a credit card holder, so non-account
holder also can use their ATM through credit card.
Convenience
Cardholders can pay their utility bills through the Auto Bills Pay
Scheme. Customers no longer have to stand in long queues of the
bank pay utility bills.
Insurance Coverage
Cardholders enjoy free any accidental death insurance coverage.
Moreover under the Safety Net insurance scheme, in case of death or
total permanent disability, the bank waives the total outstanding on
the card.
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Discounts
Standard Chartered Credit Card has made arrangements with many
shops, restaurants, gas station in Dhaka, Chittagong, Khulna, Sylhet,
etc., to offer host of exclusive discounts on credit card purchases.
3.6.1Target Market
Salaried
Self-employed
SCB RFCD & ERQ A/C holders (Int’l Card)
3.6.2 Age
Primary 21-60
Supplementary 18-60
3.6.3Minimum Income
Card Type Amount
Master/Visa card (Local) BDT 10,000
Gold Master Card (Local) BDT 55,000
Visa Gold / Silver (Int’l) N/A (secured)
Table # 1
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Table # 2
3.6.5Credit Limit
Card Type Amount
Master / Visa Card BDT 10,000 ~ BDT 90,000
(Local)
Gold Master Card (Local) BDT 100,000 ~ BDT 400,000
Platinum Master Card BDT 400,000~ 800,000
(Local)
Visa Silver US$ 500 ~ US$ 4,500
Visa Gold US$ 5,000 ~ US$ 20,000
Table # 3
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3.7.1 Gold card and Silver cards
Gold Cards are for people with a higher level of income and with affluent lifestyles. Some of the attribute
differences of the gold and silver cards are,
Criteria Gold Silver Card
Card
Minimum monthly BDT 55,000 BDT 10,000
income
Minimum Credit Limit BDT 100,000 BDT 10,000
Maximum Credit Limit BDT 500,000 BDT 90,000
Annual Fees (Primary BDT 3500 BDT 1750
Card)
Annual Fees BDT 1,000 BDT 500
(Supplementary
Card)
Card Replacement Fee, BDT 1, 500/Card + VAT BDT 800/Card + VAT
PIN
Replacement Fee, Over-
limit
Charge & Late Payment
Fee
(Per cycle)
Table # 4
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BDT
Security Issued against the Issued fully
deposits of an Account unsecured
or an Export Retention
Quota Account.
Charges are all in USD. Charges are in BDT
Charge
Currency
Usage If used locally then
customers are affected by
the currency conversion
rate. As cards bills are
settled against foreign
currency Accounts.
Operator VISA only VISA and MasterCard
both
Table # 5
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Master Card Gold
Master Card Platinum
Visa Silver
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3.9.1 Features and Advantage: There are some features
and advantages of Auto billspay.The are:
Table # 6
SCB cardholders, who are also customers of these utility companies,
can issue a standing order, through which their bills will be
automatically paid, in full, at the respective billing date. The payment
of the bill is subject to the available credit in the credit limit of the
cardholder.
If there is insufficient credit to meet the bill amount, the billing
company informs the cardholder that his Auto Bills pay has been
declined and he needs to pay in the bill through other channels.It is
possible for a cardholder to pay the bills of more than 1 utility or 2 or
more bills of the same utility can be paid through the same card.
Meaning 1 person can pay his and other’s bills as well.
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Activation
Disputes
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3.11 E-STATEMENT
The customer will fill out the application form and it will be
collected by the sales executives.
The sales executives will submit the form to the Portfolio officer.
The application form will be processed by the operations
department.
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Once e-statement is activated, the customer will immediately
receive a WELCOME Message (email) confirming the receipt of
the completed e-statement application form.
The monthly Credit Card e-statement will be in PDF format,
which can be viewed by Acrobat Reader.
If customer does not have Acrobat Reader, it can be downloaded
from www.Adobe.com for free.
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3.12.3 Repayment factor:
Table # 7
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Free two months trial period
First two months, Safety Net can be enjoyed absolutely free of charge.
Statement will show “Safety Net Insurance charge”.
During trial period, there will be another reserve transaction.
Automatic and hassle free enrollment
No forms have to be filled.
If no call received within the first two months, card holders will
continue to benefit from Safety Net.
If protection is not preferred, card holders will call them and request
for de-enrollment.
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Customer Service will send intimation email to ALICO informing of
a new claim.
ALICO Service will send letter to Standard Chartered Bank asking
for the required document.
Standard Chartered Bank will send letter to cardholder’s family
asking for the documents required by ALICO.
After receipts of the documents from cardholders family,CS will
send the documents to ALICO.
If claim is found valid by ALICO,they will send a cheque to
Standard Chartered Bank.
Standard Chartered Bank will settle the outstanding on the card
and will send a letter to cardholder’s family informing the
settlement.
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PULL! Service:
Through pull service, the customer will be able to access Credit
Card/Account’s previous day’s outstanding by typing a pre-defined
Keyword (CARD for Credit Card and ACC for Account’s.) with a 4 digit
PIN as a message in the mobile phone and then send the message to
2727.
Simple and Convenient:
With SMS banking, customer does not have to wait for the statements
to arrive through mail or call up at Cards Call Centers. SMS banking
will provide 24- hour access to the key financial information of Credit
Card/Account.
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The accountholder/Cardholder is solely responsible to ensure
the possession of the Mobil phone/Connection assigned to SMS
banking service to maintain the confidentiality of his/her
financial information.
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3.15 What is the Reward Program? And how
does it work
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point’s accumulation. So, customers get points for every Taka that
they purchase on their SCB Credit Card.
Each month’s statement includes the points accumulated by the
customer till date. So customers can track their point’s accumulation.
Customers can redeem their Treasury Points for prizes, by either
filling in a rewards cheque or by calling in at a given number. Within a
week the Reward release Voucher will be sent to the customers.
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PART IV
The interest rate charge for Credit Card is 2.5% monthly and .083%
daily.
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4.3 Customer demand for Credit Card in Bangladesh:
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system is changing the view of banking system. People of Bangladesh
are now looking for easier and faster banking system for money
transaction and for taking loans. Safety is another reason of carrying
Credit Card instead of carrying cash. The concept of Credit Card
changed the thinking pattern of the people.
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PART V
5.1 Conclusion:
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SCB bank is still regarded as a reliable bank and the growing
number of its customers indicates its acceptance among clients. It
is very common statistical saying that it is 5 times costly to get a
new customer than retaining the customer. It is also noted that
getting a credit card and closing it is expensive. In both cases a
number of time consuming steps have to be taken from the bank
and the customer. Since SCB has been able to increase the number
of card holders, it now should take care on the matter of providing
quality of service.
The various systems of a Credit Card for customer service are a
positive move towards greater quality service. But the bank needs
to overcome the lack of internal co-ordination between the
departments. To keep up the service quality, the service providers
need regular motivations. The customers should also be
enlightened regarding the services of Credit Card and more
advertisement is a must to boost the Banks reputation.
It is very true that the most of the customers do not hesitate to
expression SCB as a better than other bank. But it should be
considered that the customers have very few choices of banks with
which they can actually compare the online service of SCB. The
nationalized banks of Bangladesh already have earned a bad
reputation in serving customers. Again among the foreign private
banks like HSBC, AMEX is the banks that have widened operation
like SCB. Other private banks have limited operation in limited
locations. The local banks have recently focused their attention to
customer service, satisfaction and also Credit Card Service.
Moreover there are a good number of private banks that are
coming into the competition soon. Therefore it is better for SCB not
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to let the situation be worst and should emphasize on serving
customers effectively and efficiently to ensure better service.
6.1 Recommendation:
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7.0 BIBLIOGRAPHY
www.standardchartered.com
www.google.com
Financial Report 03,04,05 of SCB
Md. Imran Ali
Product Service Officer,
Customer Service Assurance Dept.
Hadi Mension Branch, SCB.
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