Consumer Service Delivery Process of BRAC Bank
Subject: Management | Topics:

The Consumer Service Delivery department (CSD) is one of the important departments of BRAC Bank, which performs back office functions for the branches. It is a operation department of BRAC Bank .This department mainly act as the processing center for the general banking services provided by the branches and sales offices of the bank to the customer. For instance, when an account is opened in a branch, the AOF is sent to CSD and then CSD does all the back office works regarding the account opening form.

Though CSD is a centralized department, it has three other offices located in Motijheel, Kolabagan and Badda to provide better services.CSD Motijheel covers the full clearing process of inward bound and outward bound cheques. The cheques are cleared through the Bangladesh Bank clearing house. The other two CSD offices are located in Kolabagan and Badda to facilitate the processing jobs at the sales centers for the accounts opened by sales department.

The CSD department employs a number of stuff for data input and upgrade purpose. Data input regarding the clients is probably the most important function of CSD. The set groupof stuff are designated to input the information avai lab le in the Account Opening From filled up by the clients.CSD often employs interns to aid the staff regarding data input and filling purpose.

Chequebook printing is an important activity of CSD department. This is inter-related with the account generation. BRAC Bank provides welcome packages. upon receiving the requisition from the branches and from the sales centers, CSD department conduct production of the welcome packages of different types ;for instances ,savings AlC packages, Campus AlC packages etc. Each of these AlCs provides distinctive utilities to the target customers.

Another important task of CSD is to provide the customer the ATM card service. According to the ATM card request slip or order made by branches account number and specific PAN number is generated for ATM card automatically by the system so that safety of the customer is maintained.

 

Background of the Bank

BRAC Bank Limited, one of the latest generations of commercial banks, which started its journey on the 4th of July 2001 with a vision [0 be the absolute market leader. BRAC bank is a commercial scheduled bank ex tending full range of banking facilities as per the directives of Bangladesh bank. It intends to set standards as the absolute market leader by providing efficient, friendly and modem fully automated on-line service on a profitable basis. BRAC Bank in surviving in the large banking arena through its unique and competitive products and it is the only local bank providing 100% integrated on-line banking.

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 need a growing and developing economy.

The Bank has embarked with an avowed policy to promote broad based participation in the Banish 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 under served 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.

BRAC Bank @ a Glance

Objectives of the Bank:

  • To provide wide range of financial services professional, efficiently and competitively to achieve pre-eminent position in chosen market.
  • Diversify revenue stream through product innovation.
  • A Well-diversified credit portfolio, which produces a reliable and consistent return to investment.

Values of the Bank:

  • Services to customers
  • Quality in everything
  • Competitiveness to win
  • Growth and development of Bangladeshi people
  • Continuous productivity improvement
  • Professionalism and ethics in all actions
  • Growing profit for stakeholders

Target Market:

  • Pharmaceuticals, toiletries, chemicals and pesticides
  • Power Generation, oil exploration, industrial and household gases (Liquid Petroleum Gases etc.)
  • Edible Oil.
  • Bulk Trading Essential Commodities, Industrial Raw Materials, Agricultural Inputs, Cement.
  • Garments, Textiles and related backward linkages industries including spinning, knitting, yam, gamlents accessories etc.
  • Food Processing and Beverage Industries
  • Cable and Cable wire
  • Information Technology
  • Leasing Companies / Non Banking Financial Institutions
  • Health Service Industry
  • Non Governmental Organization (N.G.O) and other International Development Organizations lmporters/dealers of machinery, industrial, electrical equipment

Educational Institutions

  • Bone china, ceramics, melamine, plastic products
  • Manufacturing and Trading of Consumer Durables.
  • Telecommunication
  • Contractor Finance
  • Ship Breaking, Re-rolling, Corrugated Lron (Cl) Sheet Mfg. and related business
  • Air Lines, Shipping Lines, Freight Forwarders, Testing and Inspection agencies
  • Footwear and Leather
  • Tobacco Products
  • Tea
  • Importers, Whole seller, Retailer
  • Individuals

Target Customer Group:

  • Leading Domestic Organizations
  • Corporate and Trading Houses
  • Local medium and large Corporate
  • MNCs’
  • NGOs’
  • Individuals

Product/Service objective

The Corporate Banking Group would try to serve the financial market of the country with the following objectives.

  • To develop and sustain mutually beneficial customer relationships based on high quality service and innovative products.
  • Maintaining a diverse and quality asset base and pursue a sustainable growth strategy.
  • To pursue a management style that contributes to the well-being and development of a fully responsible and accountable workforce under a high Corporate standard and business ethics.
  • To provide and deliver services in a cost-effective manner.

Product/Services

BRAC Bank provides a comprehensive range of innovative corporate financial solutions tailored to suit each company’s needs. At the center of client’s relationship with BRAC Bank is an experienced and professional Management team with extensive industry knowledge. The Relationship Management team works closely with the client to understand and solve the financial requirements of the company. Of knowledge about various industry sectors encompasses global issues, the dynamics of the economy’s effect on the industry and business cycles and insight into market activity within this industry.

Following are some of the products that we offer our corporate clients:

  • Short term loans
  • Mid term Loans
  • Letter of Credit
  • Loans
  • Guarantee
  • LTR

Security:

For security against the various facilities, BBL usually take cross-corporate guarantee and personal guarantee of the Directors of the private companies. In case sufficient collateral is not available, we create floating charge on present and future assets of the company with Registrar of Joint Stock Companies, equitable/registered mortgage etc.

Management of BRAC Bank Limited

Boards of directors are the sole authority to take decision about the affairs of the business. Now there are 5 directors in the management of the bank. All the directors have good academic background and have huge experience in business. Mr. Fazle Hasan Abed is the chairperson of the bank. The board of directors holds meetings on a regular basis.

Goals

BRAC Bank will be the absolute market leader in the number of loans given to small and medium sized enterprises throughout 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

Objectives

The objective of BRAC Bank Limited is specific and targeted to its vision and to position itself in the mindset of the people as a bank with difference. The objective of BRAC Bank Limited is as follows:

  • Building a strong customer focus and relationship based on integri ty, superior service.
  • To creating an honest, open and enabling environment
  • To value and respect people and make decisions based on merit
  • To strive for profit & sound growth
  • To value the fact that they are the members of the BRAC family – committed to the creation of employment opportunities across Bangladesh.
  • To work as a team to serve the best interest of our owners
  • To relentless in pursuit of business innovation and improvement
  • To base recognition and reward on performance
  • To responsible, trustworthy and law-abiding in all that we do
  • To mobilize the savings and channeling it out as loan or advance as the company approve.
  • To establish, maintain, carryon, transact and undertake all kinds of investment and financial business including underwriting, managing and distributing the issue of stocks, debentures, and other securities.
  • To finance international trade both in import and export.
  • To develop the standard of Living of the limited income group by providing Consumer Credit.
  • To encourage the new entrepreneurs for investment and thus to develop the country’s industry sector and contribute to the economic development

Consumer Service Delivery (CSD)

Consumer Service Delivery (CSD) is a new concept to the Banking industry where real time back offices functions have been processed within prescribed SOP. Mr. Kasier Tamiz Amin, EVP and COO, has implemented this modem idea to BRAC BANK since 13th March 2003. In the very beginning a two-member team was formed with young and experienced professional to conduct day-to-day processes timely, accurately and efficiently. Consumer Service Delivery (CSD) handled primarily only Clearing Cheques Process.

Today Consumer Service Delivery (CSD) consists of II (Eleven)-Member team, handling following processes.

  • Bangladesh Bank General Check Clearing.
  • Bangladesh Bank same Day Check Clearing.
  • Account Opening.
  • Check Book printing.
  • We I come Letter.
  • Account Statement Printing and Delivery.
  • Change of Address and Account Mandate .
  • Corporate client Salary.
  • Treasury Back office Functions.
  • Account Dormant and Reactivation.
  • Day close and Upload for al l Branches within Dhaka.

ATM Card production and delivery

Accepting Deposits

Accepting deposits is one of the most important functions of commercial banks. The deposits are accepted by BRAC bank may be classified in to

  • Demand Deposits
  • Time Deposits

Demand deposits

Demand deposits are those, which are withdrawn abl e on demand by using check. The demand deposits accounts are

  1. Saving Account
  2. Current Account

Time Deposits

Time deposits are such deposits, whi ch are not, wi thdrawn able on demand but can be drawn after a stipul ated tim e. Banks pay higher interest rate against such type of deposit account. There are many time deposit accounts

  1. Fixed Deposit Receipt Account (FDR)
  2. Abiram Account
  3. Short Term Deposit (STD)
  4. Deposit Premium Scheme (DPS)
  5. Premium Term Deposit

(a) Savings Account

Savings bank account is a demand deposit account. It can be withdrawn able by using check. It is a good means of accumulating the savings from the large section of the population with lower income. Bank pays some interest on saving account. Currently BRAC bank is ‘paying interest of 5.50% per annum. The depositor can deposit sum of amount whenever he wants, with minimum balance restriction.

Benefits received from saving account

  • Interest is paid on a daily balance method.
  • Interest is given for each day for whatever balance is maintained in that day. the account
  • Interest paid at 6% per annum on days when the balance is under TK 20,000.
  • There is no restriction on the number of withdrawals.
  • There is no restriction on the amount or size if a withdrawal.
  • No forfeiture rules or hidden cuts.
  • There is no requirement for notices to be given before making a withdrawal.

The account holders will receive some other benefits. Such as:

  • He/she is eligible to apply for the personal loan packages and can also open other additional accounts and fi xed deposit with the bank.
  • He/she will receive preferential treatment at the time of processing of their loan applications.
  • He/she will receive discounts on remittance commissions.

Opening of Savings Account

Any person who is of sound mind including a minor can open a savings account. The requirement to open an account is as follows:

  1. Bank’s prescribed account Opening form to be signed by applicant m front of BMIRM/CSM.
  2. Two copy of recent passport size photograph attested by the introducer.
  3. Specimen Signature Card to be signed by the applicant in front of BMIRMlCSM.
  4. Any of the following Identification document like current valid passport, proof of address, ID card, commissioner certificate etc. In this case Certifier should attest applicant’s photograph along with signature.

 

 (b) Current Account

Current account is an account where the account holder -within the funds can make numerous transactions without any restriction. No interest is paid on these deposits.

Current account is mainly suitable for business transaction. However, it can be opened by any individuals aged 18 years and above.

Benefits received from Current Account

  • There is no restriction on the number of withdrawals.
  • There is no restriction on the amount or size if a withdrawal.
  • No forfeiture rules or hidden cuts.
  • No requirements for notice to be given before making a withdrawal.

Opening of Current Account

Current account is opened by Individual, Joint, partnership Firm, Sole Proprietorship, Club or Society, Public or Private Limited Companies for different purposes. There is also some difference as to open an account by different concerns.

The procedure for individual and Joint Account

The following documents duly completed shall be obtained from the customer at the time of opening of Current Deposit Account for Individual and Joint account.

  1. Bank’s prescribed account Opening form to be signed by applicant in front of BM/RM/CSM.
  2. Two copy of recent passport size photograph attested by the introducer.
  3. Specimen Signature Card to be signed by the applicant in front of BM/RM/CSM.
  4. Any of the following Identification documents.

 

Procedure for Sole Proprietorship Account

The following documents are required for opening a sole proprietorship account:

  1. Bank’s prescribed account Opening form to be signed by applicant in front of BMIRMICSM.
  2. Two copy of recent passport size photograph attested by the introducer.
  3. Specimen Signature Card to be signed by the applicant in front of BM/RM/CSM.
  4. Copy of valid Trade license issued by local Government authority such as City Corporation, Pourashava, Union Parishod etc.
  5. Pennission from Bangladesh Bank for Buying House, indenting or other Specific Business.
  6. TIN issued by lncome Tax Authority.
  7. The personal identity of the Proprietor of the firm has to be established by any of the documents as mentioned in individual or Joint Customer Category. If the Trade license can·ies the Photo and signature of the Proprietor this is not required.

 

Procedure for Limited Company Account

  1. Bank’s prescribed account opening application form.
  2. Certified copy of the Memorandum and Articles of Association of the Company.
  3. Certificate of incorporation.
  4. Certificate of Commencement of Business (for Public Limited Company only).
  5. Extract of Board resolution Sanctioning the account opening and signing authority.
  6. List of the Directors with address in form.
  7. Photograph of the Signatories.
  8. Copy of valid Trade License.
  9. lntroducer’s Signature in the Account Opening fonn and at the back of the photograph(s) of account holders(s).
  10. List of names with appointment letter and Specimen Signature of the persons authorized to operate the account.
  11. The personal identity of all the directors or beneficial Owner(s) Proprietor of the firm has to e established by any of the documents as mentioned in individual or Joint Customer Category.

Procedure for Partnership Account

  1. Bank’s prescribed account Opening fon11 to be signed by applicant 111 front of BMIRM/CSM.
  2. Certified copy of Partnership Deed or agreement.
  3. List of the Partners with address.
  4. Extract or resolution of the partner meeting.
  5. Copy of va lid Trade License.
  6. Photograph of the Signatories or Partners.
  7. Specimen Signature card to be signed by the signatories in front of BMfRM/CSM.
  8. Introducer’s Signature in the account opening form and at the back of the photograph(s) of account holder(s).
  9. Identify of all Partner or Directors must be verified in line with the requirement for personal customers, where a formal partnership agreement exists, a mandate from the partnership authorizing the opening of an account and conferring authority on those who will operate it should be obtained.
  10. Evidence of the Trading address of the business or partnership should be obtained and a copy of latest report and accounts (audited where applicable).
  11. An explanation of the nature of the business or partnership should be ascertained (must not necessarily verified from a Partnership Deed) to ensnare that it has a legitimate purpose.

 (c) Fixed Deposit Receipt Account (FOR):

Fixed deposits are time deposit or time li abilities. Banks pays higher rates of interest, as the deposit is not withdrawn able on demand. The Fixed Deposit account is opened for a fixed period; it may be I month, 3 months, 6 months, I year, 2 years and 3 years.

Different rates of interest are allowed for different period and also depend on amount.

 

Opening of Fixed Deposit Receipt (FOR) Account

Before opening a Fixed Deposit receipt (FOR) Account a customer must have an account with the bank. Then the customer has to fill up an application form that contains the following,

  • Amount in figures
  • Beneficiary’s name and address

Period

  • Rate of interest
  • Date of Issue
  • Date of maturity
  • Instructions if any

After the submission of the Bank’s prescribed account opening form dully fill ed up, the following works have to be done:

  1. Specimen Signature Card to be signed by the applicant in front of BM/ RM/CSM.
  2. Two Passport size photograph of the account holder.
  3. Depositing the amount in his acco unt.
  4. Bank will issue FDR receipt.

 

Maturity Date and Withdrawals:

The following points are considered regarding maturity period and withdrawals of Fixed Deposit Receipt (FDR) account:

  • The Fixed Deposit Receipt will be matured after the specified period.
  • If the FDR is withdrawn before maturity period, interest will be issued.
  • Interest is calculated par annum basis interest rate is 7.75% to 8.50%.
  • At the maturity period the account holder should come himself and put his specimen signature on the back of Fixed Deposit Receipt (FDR) account. Then the banker verifies the signature and gives him the amount in cash or as required.

 (d) Abiram Account

BRAC Bank Abiram Account is a special type of Fixed Deposit Scheme, which offers the flexibility and comfort of having a guaranteed monthly return on your investment. An amount of cash is deposited in Bank for a fixed period specified in advanced in this deposits. Banks pays higher rates of interest, as the deposit is not withdrawn able on demand. The Abiram account is opened for a fixed period. The period may be one year, two year, and maximum of three years. Different rates of interest are allowed for different period and it also depends on amount.

Opening of Abiram account

Before opening an Abiram Account a customer must have an account with the bank.

Then the customer has to fill up an application form that contains the following,

  • Amount in figures
  • Beneficiary’s name and address
  • Period
  • Rate 0 f Interest
  • Date of Issue
  • Date of maturity
  • Instructions if any

Maturity Date and Withdrawal of Abiram

The following points are considered regarding maturity period and withdrawal of Abiram Account:

  • The Abiram Account will be matured after the specified period.
  • If the Abiram account is withdrawn before the maturity period, interest will be issued at the prevailing Savings Account rate.
  • Interest is calculated on a monthly basis. Interest rate is 8% to 8.5% depending on amount and time ..
  • At the maturity period the account holder should come himself and put his specimen signature on the back of Abiram account receipt. Then the banker verifies the signature and retains the Abiram Account receipt and will give him the amount in cash or as required. Abiranl account offers loan facilities up to 95% of deposit.

 (e) Short Term deposit (STD) Account

In Short Term Deposit account, the interest is calculated on daily basis. The interest offered for STO is less than that of savings account. Various big companies, organizations, Government Departments etc keep money in STO account. Frequent withdrawal is discouraged and requires no prior notice. The rate of interest for STO account is currently 5% per aurum and the investment should be minimum one Lac and above.

 (F) Deposit Premium Scheme (DPS):

BRAC Bank introduces the Deposit Premium Scheme (DPS), a truly special savings plan that allows saving on a monthly basis and getting a handsome amount at maturity. An amount is deposited in a bank for a fixed period of time. Bank pays higher interest rate and there are a range of options for both installment size and maturity. Maturity period may be 417/11 or 14 years.

Opening of Deposit Premium Scheme (DPS):

Before opening a Deposit Premium Scheme (DPS) Account a customer must have a Savings account with the bank. Then the customer has to fi ll up an application form that contains the following,

  • Amount in figures
  • Beneficiary’s name and address
  • Period
  • Rate of interest
  • Date 0f Issue
  • Date of maturity
  • Instructions if any

Maturity Date and Withdrawal of Deposit Premium Scheme (DPS):

The following points are considered regarding maturity period and withdrawal of Deposit Premium Scheme (DPS) Account:

  • The DPS Account will be matured after the specified period.
  • Deposit Premium Scheme can be en-cash before the maturity period, and interest will be issued.
  • Interest rate is 8.5% to 9.75% depending on amount and time.
  • At the maturity period the account holder should come himself and put his specimen signature on the back of DPS account receipt. Then the banker verifies the signature and will give him the amount in cash or as required. Deposit

Premium Scheme (DPS) offers loan facilities up to 90% of deposit.

 (g) Premium Term Deposit:

BRAC Bank Premium Term Deposit is a 5 year term Fixed Deposit. Unlike conventional Deposits, Premium Term Deposit provides a guaranteed return. Bank pays higher interest rate.

Opening of Premium Term Deposit;

Before opening a Premium Term Deposit a customer has to fill up an application forn1 that contains the following.

  • Amount in figures
  • Beneficiary’s name and address
  • Period
  • Rate of Interest
  • Date of Issue
  • Date of maturity

Maturity Date and Withdrawal of Premium Term Deposit:

The following points are considered regarding maturity period and withdrawal of

Premium Term Deposit:

  • The Premium Term Deposit will be matured after 5 years fixed term.
  • Interest rate is 17 % per anum.

 (h) Account Opening Process by Consumer Service Delivery (CSD)

Customer requests opening of account and after completing the florin, Customer Service Officer scrutinize account opening form and establishes account. Then he enters the account details in numerical control register. Customer Service Officer Submits forms with all documents to Operation Manager for review. Operation Manager rechecks all documents, signs off and submits to Branch Manager for approval. If in order, Branch Manager approves the file and rectums to Operation manager. Manager Operation sends the file to Customer Service Officer. CSO then do the photocopy of the form and segregates Specimen Signature Card, keeps one in Signature cabinet sends another with photocopy of the account opening form to Consumer Service Delivery (CSD). CSO enters all account opening form and specimen signature cards in a log sheet in triplicate daily basis and hands over to Operation Manger keeping the log and if satisfied send the account opening form to Central Processing Center to inputs data in Millennium Banking system (MBS) Client Database and Scanning of the Signature Cards. Consumer Service Delivery (CSD) receives the account opening form and signature cards and sign of in the duplicate copy of the log sheet and sends back to branch. Customer Service Officer files the received copy.

Observation:

However, it has been observed that all the procedure regarding opening an account, a great deal or personal judgment is required by the banker to verify the customer. Extra care should be taken in case of Public and Private limited companies regarding the documents. The banker cllstomer relationship is the ultimate key to success, so the customer should be chosen appropriately.

Shanchay Patra

BRAC Bank sells two types of Shanchay Patra on behalf of the Government. The sales statement of Shanchay Patra must be sent to Bangladesh Bank within 72 hours of sale, otherwise the bank has to pay penalty to Bangladesh bank. BRAC Bank gets commission of the total sales.

Shanchay Patra Issuance and Encashment by Consumer Service Delivery (CSD):

Branch Customer Service Officer receives the application fom1 for issuance of Shanchay Patra and a letter of Debit authority along with declaration form. And for Encashment of Shanchay Palra Customer Service Officer receive Coupons along with encashment request form and a photocopy of Registration slip. In both the cases receive stamp will be used, receiver will put initials, and client’s signature must be verified by the receiver. At the day end the Shanchay Patra lssuance or Encashment details must be logged in the Form T and forward to Consumer Service Delivery (CSD). After receiving the instruction and instrument, CSD will then transaction. For issuance, Shanchay Palra will be issued respective branch within 36 working hours. And for Respective account will be credited within 24 working hours.

Cheque Book Printing

Customer is issued Cheque books to operate different types of account such as Savings account, Cun’ent account etc. The customer is issued new Cheque books whenever the old one is used in full. The fo llowing procedures are maintained for issuing a Cheque book.

  • The customer can avail the new Cheque book on his own.
  • The customer will submit Cheque requisition slip with his signature on it.
  • The leaves of the new Cheque book have to be counted to check that all the

ATM CARD PRODUCTION

This is new department that is introduced in the service portfolio of BRAC Bank Limited. It started its journey from 15th April 2005. Through this service the clients are enjoying modem technology in withdrawing their money. It represents the development of banking sector in our country. BRAC Bank is offering this service to most of its client as early as possible. A well-trained work force is giving their level best effort to serve efficiently.

There are different steps to complete the process of card production. Among the local bank BRAC Bank is the only one bank that is producing A TM card in their premises.

Security Pvt. Limited (Singapore) is providing blank ATM card to BRAC Bank. There is a card embossing machine that can produce around 1200 cards per day. ATM card division is producing around 700 cards in different segment each day.

Function of ATM Card Division:

  • Production of A TM Cards
  • Maintaining the stock of ATM Cards
  • Keeping records of produced cards
  • Reproducing Lost/ stolen ATM Cards
  • Distribution of A TM Cards
  • Maintaining All database related to Card production & di stribution
  • Charging against issued cards
  • Resending returned cards
  • Maintaining the vault registrar
  • Coordination with IT in issuing Pin
  • Customer service through handling inquiry of the clients
  • Updating the request of address change into access system
  • Maintaining reject cards till internal audit
  • Sorting out discrepant request branch wise and send back.

Type of embossed cards:

There are different types of cards that are produced according to the management’s decision. The card division is producing cards only for savings and current accounts (Both individual & Joint AlC). ATM card division embossed 4 types of Cards such as:

  • Existing Client’s card in their name
  • Staff Card in their salary AlC
  • “Welcome to BRAC Bank” card
  • “Ezee Account” cards.

Existing Client’s card: These cards are produced in customer name. The Person who has previous AlC with the bank receives this card. A TM card division gets a list of existing client from IT Department. According to that they produce card. Another way they receive request from different branches for which they produce card. For the first card the bank charge the client only taka 172.50 (Including 15% V AT). But for replacement they charge them taka 345(Including 15% V AT).

Staff card in their salary AlC: These cards are produce only for those people who have salary account in BRAC Bank. These people are the staff of either BRAC Bank Limited or any concern institute of BRAC. For these cards the bank does not cut any charges

“Welcome to BRAC Bank” cards: These cards are produced with the title embossed

“Welcome to BRAC Bank”. These cards are produced for a new package named

“Welcome to BRAC Bank”. Customer gets an ATM card in every pack. Charges are as like as it is for existing client. Customer gets one Chequebook with every package.

“Ezee Account” cards: These cards are produced with the title embossed “Ezee Account”. These cards are produced for a new package named “Ezee Account”. [n all ” Ezee Account” Customer gets an n ATM card in every pack. Charges are as like as it is for existing client. Customer does not get any Chequebook with this package.

The process of card production:

  • Receiving request form client list from branches lit
  • Checking the request that received
  • Printing customer information (For daily request)
  • Confirming A TM & POS Enable
  • Generating text file reproduction in to the system
  • Importing Data/text files into Access card production system
  • Preparing Card pre-production report
  • Producing ATM cards in different segment
  • Generating card production report
  • Importing production report into database
  • Printing card holder
  • Preparing the cards for dispatch
  • Preparing dispatch database and voucher
  • Delivering cards to the courier service
  • Charging for A TM cards
  • In case of replacement; cloning the card and producing a new one.

All these process are done automatically except deli very so there is very low ri sk in the total process.

Draw BACKS OF CONSUMER SERVICE DELIVERY (CSD)

Every work has some drawbacks. While working in Consumer Service Delivery (CSD) I have noticed some of their drawbacks. The fields in which they have lacking are as follows:

  • Need professional data entry operator
  • Skilled human resource in every department
  • Inadequate work force
  • Lack of proper coordination among different departments
  • Inadequate facilities of Finance
  • Conservative Management
  • Unauthorized use of different ill in system
  • Lack of motivation and training program
  • No structured reconciliation process
  • Limited knowledge about PC and related software
  • Duplication of work like; Checking and over documentation
  • Less secured than the department should be
  • Less structured than other departments

RECOMMENDATION

As I have gone through all the departments under Consumer Service Delivery (CSD). I have come up with some points, which can improve tbe efficiency as well as quality of the work. The points are as below:

  • Setting proper pearling for each and every work as well as for the whole department.
  • Designing jobs on priority basis
  • Assigning necessary manpower for every job
  • Proper maintenance of files and necessary files and documents on daily basis
  • Proper managerial observation and cooperation
  • Separating Card department and concern operations

Avoiding duplication Through accuracy and efficiency

Developing motivational program and training program

  • Ensure that everyone working in MBS knows it properly and glVll1g them personal ID
  • Proper coordination with Branches and IT Department
  • And most of all change of managerial attitude and view point

CONCLUSION

I was authorized to prepare a report on central function of BRAC Bank Ltd. for partial fulfillment of my course requirement. 1 went to BRAC bank Limited, Head Office, where I worked as an intern from 161h May to 161h Aug 2007. This report has been prepared based on my practical experience on the day-to-day banking activities. It was a great experience for me to have exposure in the practical field. As a new bank it has a long way to go. There is huge pressure of work in BRAC Bank Limited but the coordination that I get from some officials was very helpful for me.

Though having some drawbacks the bank’s overall performance is satisfactory. I wish a prosperous future for the bank.

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