VISION, MISSION, VALUES

VISION

Building a profitable and socially responsible financial institution focused on Markets and Business with growth potential, thereby assisting BRAC and other stakeholders build a “Just, enlightened, healthy, democratic and poverty free Bangladesh”.

MISSION

O      BRAC bank will adhere to professional and ethical business principles and internationally acceptable banking and accounting standards.

O      Sustained Growth in Small and Medium sector, continuous low cost deposit growth with controlled growth in retained Assets.

O      Achieve efficient synergies between the branches, SME unit offices and BRAC field offices for delivery of Remittance and Banks other products and services

O      Manage various lines of business in fully controlled environment with no compromise on service quality

O      Keep a diverse, far-flung team fully motivated and driven towards materializing the bank’s vision into reality.

VALUES

O      Our strength emanates from our owner- BRAC and we hold the following values to guide us as we do our jobs.

O      Creating an honest, open and enabling environment.

O      Have a strong customer focus and build relationships based on integrity, superior service and mutual benefit.

O      Strive for profit and sound growth.

O      Work as team to serve the best interest of our owners.

O      Relentless in pursuit of business innovation and improvement.

O      Responsible, trustworthy and law-abiding in all that we do.

 COFFEE Meeting:

Coffee meeting is an informal meeting of all the heads of the departments including the MD and COO. It usually takes place once a week on Sunday morning. Every department’s issues and updates are generally discussed in this meeting.

MANCOM:

MANCOM is Management Committee. It consists mostly of Heads of various departments as well as Managing Director & CEO and Deputy Managing Director & COO.

MANCOM meeting:

MANCOM meeting is a formal meeting of the Management Committee members as well as the MD and COO. The members give an overview of the performance of their departments, their growth, their issues and their future plans. The meeting usually takes place on the 10^th of every month.

Board meeting:

The board meeting takes place on third Monday of every month.

Town Hall Meeting:

The Town Hall meeting takes place once in every quarter of the year. The MD gives a presentation regarding the bank’s progress in that quarter, in the presence of all the members of the BRAC bank family.

Members of the EMT

EMT is Extended Management Team.  The team consists of members who are basically the second tier managers of the bank.

Function of EMT

The main responsibilities of EMT s are to help the MANCOM with different issues regarding the smooth operations of the Bank.

Other important meetings in the Bank:

The other important meetings that take place in the bank include:

• Steering Committee Meeting
• ALCO Meeting
• ERMC Meeting
• Credit Committee Meeting.

What is Alternative Delivery Channel?

Service delivery is a customer-oriented activity. Service delivery activities are carried out by organizations and are oriented towards meeting customer needs and expectations. An Alternative Delivery Channel is the means by which a service is delivered to the clients through an alternative way other than a traditional delivery or distribution channel.

In case of banking sector whenever a client thinks to have a banking service first of all he thinks to go to a bank branch. But nowadays banking service providers establish some new service delivery channels through which clients can get the same service that they used to get from the branch of a bank.

Services of Alternate Banking

Automated Banking

BRAC Bank Limited has introduced the following services to enrich its Automated Banking Department:

• Automated Teller Machine (ATM)
• Cash Deposit Machine (CDM)
• Internet Banking

ATM

At present BRAC Bank Limited has 175 ATM’s across the country. Numbers of ATM’s (zone wise) are given bellow:

Ö        Dhaka Zone – 136 ATM’s

Ö        Chittagong Zone – 11 ATM’s

Ö        Sylhet Zone – 11 ATM’s

Ö        Rajshahi Zone – 3 ATM’s

Ö        Khulna Zone – 4 ATM’s

Ö        Barisal Zone – 3 ATM’s

Ö        Rangpur Zone – 4 ATM’s

Facilities of BRAC Bank ATM:

• Withdraw cash 24 hours a day by using Credit / Debit cards.
• Account balance inquiry
• Account mini statement
• Pin change of Debit / Credit Card

Service Charge:

• No service charge is taken for using BRAC Bank ATM.

Upcoming facilities:

• Chequebook request
• Utility and / Household bill payment.
• Fund transfer to other accounts of BRAC Bank Ltd.

CDM

At present BRAC Bank Limited has 30 CDMs and all of those are Dhaka based.

Facilities of BRAC Bank CDM:

• Deposit cash at any time up to BDT. 20,000/- (Twenty Thousand) at once.
• Deposit cheque / draft / pay order of any amount.

Service Charge:

• No service charge is taken for using BRAC Bank CDM.

Internet Banking

All account holders of BRAK Bank Ltd. are eligible to enjoy the Internet Banking Service offered as BRAC Bank Direct. Client who wants to use the Internet banking facility has to register by providing a valid email address for the service.

Facilities of BRAC Bank Direct:

• Account information.
• Loan information.
• Account balance inquiry.
• Account mini statement.
• Cheque status.
• Lost card (Debit / Credit) reporting
• Loan calculator.

Service Charge:

• Annual service charge is BDT 200 + 15% VAT.

Upcoming facilities:

• Open an account
• Make a payment
• Set up automatic payment
• Receive bills electronically
• Request e-mail notification
• Review payments
• Make a transfer
• Review Transfer
• Add account
• Order checkbook
• Order statement copy
• Stop check payments
• Stop sending cancelled check
• View paper statement
• Calculator: balancing your checking account.
• Mobile recharge
• Order a Demand Draft / Pay Order
• Request for Duplicate Physical Bank Statement

SMS Banking:

All account holders of BRAK Bank Ltd. are eligible to enjoy the SMS Banking Service offered by BRAC Bank Ltd. Client who wants to use the SMS banking facility has to register by providing a valid mobile phone number (GrameenPhone , Banglalink, Warid or Aktel) for the service.

Facilities of BRAC Bank SMS Bank:

• Information of last 3(three) transactions of current business date.
• Account balance inquiry.
• Credit Card Limit Check.
• Credit Card due amount check.
• Last date of payment check (Credit Card bill)

SMS Alert System:

• Deposit alarm.
• Maturity alarm.
• Withdrawal alarm.
• Account status change alarm.
• Loan payment failure alarm.

Service Charge:

• Annual service charge is BDT 200 + 15% VAT.

Phone Banking

The services of Phone Banking Department are:

• Call Center
• Tale sales

Overview on Call Center

Call Center

BRAC Bank Call Center mainly provides inbound Call Center facility. Calls come through the IVR & it routed to Guest Service Executives (GSE) if customer wants GSE support. From within the facility the trained GSEs provide all the information regarding their account related queries, requests, and product related information to all internal & external guests. They also resolute the guests’ complaints. Call Center is running 24/7 & 365 days in a year. Call Center is under the umbrella of Alternate Banking Division and an integral part of Brac Bank.

The Launching Date

BRAC Bank Call Center was launched on 9^th September, 2006.

Call Center Hot line Numbers

CALL CENTER is equipped with a special networking system where 30 customers can call and get connected concurrently at present. The hot line numbers are 01819230000 & 01819260000.

Why Call Center

Call Center has been initiated with the concept of diverting the customers from the branches, service centers to accommodate more business clients and it is also cost effective from company perspective. Call Center allows control over the quality of Customer Service and consistency in information and it is a great value addition to all BBL Clients, as it offers the clients the flexibility of time, freedom from any sorts of daily travel hassle. Furthermore the Valued clients can enjoy professional Service with a friendly manner.

Call Center ensures Multiple Services

There are three basic services which is provided from the Call Center

1. General Banking.
2. Credit Card.
3. ATM help desk.

IVR

IVR stands for Interactive Voice Response. It is an automated service that recognizes & responds to the Guest’s’ tone with the help of touch in phone-keypad. Each & every calls dialed to CALL CENTER numbers (01819230000 or 01819260000) first lands on IVR where it greets the guest, gives the guest options to select their preferred language and then gives clear and easy instruction that leads to satisfy guest’s queries. Furthermore, IVR also gives guest the logical option to speak to a GSE. Customers can call from any phone, from any place (home or abroad) at any point of time.

The first menu options in IVR:

Welcome message> Language selection>press1 for Banking service.

Press2 for Product information.

Press3 for card & cheque book activation.

The global prompt in IVR is given below:

>8 for previous menu

>9 for agent’s assistance

>* listen again/ Repeat

>0 Main menu

The whole options in IVR altogether are named as Call Tree. Some of the key menu options are listed below that delivers direct service to our guests from IVR.

1.     Balance inquiry

2.     Credit card payments

3.     Cheque book request

4.     Cheque book stop

5.     Transaction details

6.     Product highlights

7.     Credit card balance

8.     Account status

Three Examples of IVR interaction with a Customer

1) Credit card payment:

1. Customer Calls the CALL CENTER numbers (01819230000 or 01819260000);
2. Selects the  language option by Pressing 1 for Bangla or 2 for English;
3. Selects Banking services by Pressing 1.
4. Selects credit card service by Pressing 2.
5. Enters 16-digit credit card number
6. Confirmation the credit card number by pressing 1.
7. Enters 4-digit credit card pin number
8. Select other credit card services by pressing 2.
9. Select credit card bill payment by pressing again 2.
10. Enter 16 digit ATM/ Debit card numbers
11. Enter 4 digit ATM/Debit card PIN numbers then IVR automatically announce a/c Number & Balance.
12. Confirmation the account number by pressing 1.
13. Enter the payment amount & press #. (For Example:1500#00#)
14. Confirmation the details by pressing 1& press again 1 for reconfirm.
15. IVR response to write a Reference number for further inquiry. (6 digit)

2)  Balance Inquiry:

1. Customer Calls the CALL CENTER numbers (01819230000 or 01819260000);

2. Selects the language option by Pressing 1 for Bangla or 2 for English;

3. Selects Banking services by Pressing 1.

4. Selects a/c related information by Pressing 1.

5. Enters 16-digit debit card number & 4 digits PIN.

6. As a response, IVR authenticates & voices out the Account Balance.

 3) Cheque book request

1. Customer Calls the CALL CENTER numbers (01819230000 or 01819260000);

2. Selects the language option by Pressing 1 for Bangla or 2 for English;

3. Selects Banking services by Pressing 1.

4. Selects a/c related information by Pressing 1.

5. Enters 16-digit debit card number & 4 digits PIN.

6. As a response, IVR authenticates & voices out the Account Balance.

7. Selects a/c related Services by Pressing 2.

8. Selects Cheque book request by Pressing 2.

9. IVR response to write a Ref. number for further inquiry.

Who are the Agents and what makes them a Quality Agent

Agents are essentially Guest Service Executives; who are stationed in a cubical with state-of-the-art tale phonic set-up. Relentlessly they are answering to customer calls regarding their queries, complaints & any account related concern. They listen, empathize & try to provide instant solutions or to guide the customer towards solution in a professional manner with a friendly voice. Besides all, smile is the key indicator of an agent.

·          Activities of GSE from CALL CENTER

Information Based Services:

• Sanchayapatra inquiry
• Locker Service Details
• Western Union Service
• Saturday Banking Information
• Evening Banking Information
• Student file Query
• Endorsement Query
• New Customer’s inquiry
• All Fees & Charges query
• All Service Points, ATM & Branches, POS location, phone, address, etc
• Visa Processing Fee
• Latest Foreign Currency Rates
• SMS Banking Service Information
• Utility Bill Payment Procedure
• Receiving Tuition fees of Different Universities.
• Information on all BBL cards
• Current Interest Rate and Charges of Different Products
• Query on Remittance Services
• Information restriction (information of all public ltd. Co. Joint Accounts if MOP Jointly)
• Travel Related Services (TRS) Queries
• Mandate Information  is not given to other account holder except for Probashi Account
• Balance queries of all accounts
• Loan a/c details, FDR a/c details, DPS a/c details
• Information on Evening Banking and Saturday Banking
• Credit card balance,  Minimum due amt./ Outstanding
• Credit card statement date &  Card status.

Various Important Issue Resolving Services:

• Internet Banking issues
• SMS Banking  issues
•  IB log in assistance instantly.
• Captured Card Query ( Both debit & credit card)
• Loan installment discrepancies
• Account Maintenance Fees discrepancies
• ATM/ Credit cards Fees discrepancies
• Captured money  complain
• Card PIN & Cheque Related
• CDM Deposit Complain
• Double Posting Problem
• IVR Related Complains
• Limit Increase Of ATM/Visa Card
• Debit card various issues.( Link, Status etc)

Request Received From Customers:

• Cheque book request – after verification from IVR.
• Cheque book activation/Stop
• ATM/Visa activation/Deactivation
• Credit Cards activation/ blocking/ card refreshing
• Address change.
• Lead Generation for different available products
• Credit shield de & Re- enrollment.
• Duplicate statement request for credit card holders.
• Lost/ stolen  card request
• Credit card replacement request
• Re-issue card stop
• Account information update.
• Pay flex enrollment request.
• Mobile number updates req. of credit card holder.

Miscellaneous Services:

• Lotus Communication
• Cross Checking Of Retail & Card Proposal
• Hot /Stop Request For Issued & Surrendered Cards.

Value Added Services:

• Promotional message details
• Providing financial & non- financial information from Call Center.
• Suggestion for proper use of customer money
• Campaign Information
• Theme Of The Month

Call Center Agents can’t accommodate the following Client Category’s relating to A/C related Services

1. Limited Company account holders

2. Any partnership account holders

3. Joint account holders with MOP jointly.

4. Any mandates except Probashi account mandates

5. Nominees

Call Center in a nut-shell

In a nut-shell, Call Center is playing a vital role for BRAC Bank Valued Guests in daily life. Technology can be the same for any company but what differs from BRAC Bank is the service quality that is provided by our employees. BRAC Bank Call Center promises to ensure that image.

Tale Sales

The vision of tale sales is to ensure the retention of the existing client by increasing the number of products own by each client. In other terms tale sales will be working with the objective that a client will own a product portfolio rather than a single product. It will enable to restrain the competition from snatching the client away.

Now the advantage that the competitors are taking is that they are offering an increased benefit on one single attributes of the product like .25% increased interest rate, time flexibility etc. and taking the clients away as most of the clients do not any other involvement. But if the clients own a portfolio it will be difficult for the competitors to offer the entire product portfolio as they do not have the entire range and at the same time even they have the entire product line it will be difficult for them to offer an increased benefit for all the products.

So tale sales would primarily work as a sales channel for the retail banking division and would deal the existing and upcoming client database. By devising interactive software information regarding the clientale will be collected and basing on that information tale sales would initiate the selling process and would be closed by the direct sales team. As long as the required software which is named as Business intelligence Tool (B I Tool) is not ready to be operated information regarding the existing clients would be generated manually basing on various assumptions with the help of Business Solution Department. With that information the team would carry on its operation.

Tale sales will also deal the references created from the existing client and references provided by the other sources at the same time. It will collect secondary databases from various organizations. So along with dealing the existing clients of the bank it will also deal the fresh potential clients.

By definition tale sales means selling other products of the organization to an existing client i.e. selling a deposit or a loan to client having a CASA account. But the team would not limit its activity on tale sales only it would involve itself in up selling also as tale sales is closely associated with up selling. Up Selling refers to the additional sales of the same product to the same client

tale sales team of BRAC Bank is first of its kind in the Bangladeshi banking industry. No other bank so far has introduced the concept of tale sales as such BRAC Bank did. Though it is a common practice of the individuals in the entire industry to cross sell but it is neither a team effort nor backed up the organization of that individual.

Vision

To retain our existing clients by making them enjoying the competitive benefits of having a product portfolio rather than a single product and attaching their confidence and emotion to the bank in such an innovative way which in return will ensure an increase in market share and long term sustainability of the bank at the same time.

Mission

To ensure the retention of the existing clients and exceed their expectations, which would require targeting the followings:

• Achieve a bench mark of 1:3 client product use ratio
• Present a wide array of products to clients in an innovative way

Objectives

• To ensure retention of the existing clients
• To increase the size of the product portfolio of each client
• To grab the untapped business opportunity within the existing clients
• To restrain the competition
• To leverage on the effort given by the other value centers and channels
• To increase the market share in terms of FUM
• To raise the image of the bank in the mind of the existing and potential client

Selling Process

Products: Liability

Step 1 : Calls made by the tale sales Executives

Step 2 : Interested clients referred to the Direct Sales Executives

Step 3 : Sales closed by the Direct Sales Executives

Products: Asset

Step 1 : Calls made by the tale sales Executives

Step 2 : Interested clients referred to the Direct Sales Executives

Step 3 : Direct Sales Executives collects the necessary documents and fill             up the forms and submit it or forms are filled up by the tale sales          Executives and submitted by Direct Sales Executives

Commission: Shared between tale sales & Direct Sales Executives at 40:60 ratio

Consequently it can easily be concluded; developing the use of alternate channels is now seen as an important strategy for delivering significant savings for BRAC Bank Ltd. BBL plans to invest into the development of alternate banking where efficiency savings can be realized. In the future we have plans of expanding our services significantly by adapting state of art technology in order to satisfy the needs of our clients at an optimum level and convert ‘brick of the mortar’ concept to ‘click of the mortar’ concept.

·          Parts of ADC

Most broadly defined, Alternative delivery channels are all channels that allow service delivery without face-to-face communication. Within this definition, Alternative delivery channels include:

• Call Centers;
• Interactive Voice Response (IVR) systems;
• Kiosks;
• Automated Teller Machines (ATM);
• Bills Pay Machine (BPM) / Cash Deposit Machine (CDM)
• Point of Sales (POS)
• Internet websites;
• Simple Message Service (SMS);

Call Center

A call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by talephone.

A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for talemarketing, clientale, and debt collection are also made.

IVR

Interactive Voice Response or IVR is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes.

NSR

Natural speech recognition provides the unique ability for automated call systems to really understand what customers are saying. Instead of having to listen to a long menu of choices, customers can simply say, “I just want to know my account balance”, and speech recognition solution will immediately deliver the information they want. Natural speech recognition saves the customer time, and improves overall business efficiency as a whole.

Kiosk

An  kiosk is a computer terminal that provides information access via electronic methods. Integration of technology allows kiosks to perform a wide range of functions. A banking kiosk can provide the ability for customers to perform transactions that may normally require a bank teller. Such as:

• Cheque Deposit
• Personal inquiries
• Internet Banking
• Customer tool support
• Marketing tool
• MIS reporting

ATM

An automated teller machine or automatic teller machine (ATM) is a computerised talecommunications device that provides a financial institution‘s customers a method of financial transactions in a public space without the need for a human clerk or bank teller. Using an ATM, customers can access their bank accounts in order to make cash withdrawals (or credit card cash advances) and check their account balances. Many ATM’s also allow people to deposit cash or checks, transfer money between their bank accounts, pay bills, or purchase goods and services.

Bills Pay Machine (BPM) / Cash Deposit Machine (CDM)

An Bills Pay Machine (BPM) / Cash Deposit Machine (CDM)is a computerised talecommunications device that provides a financial institution‘s customers a method of financial transactions in a public space without the need for a human clerk or bank teller. Using an BPM / CDM, customers can deposit their money or cheques and pay utility bills.

Point of Sales (POS)

This can mean a retail shop, a checkout counter in a shop, or a variable location where a transaction occurs in this type of environment. Additionally, point of sale sometimes refers to the electronic cash register system being used in an establishment. Point of sale systems are used in restaurants, hotels, stadiums, casinos, as well as retail environments — in short, if something can be sold, it can be sold where a point of sale system is in use.

Internet

The content of the Web site is outside the scope of this discussion, however, carefully profile the customers that will use this media, and keep monitoring it. Typically today it will be business users, and the more sophisticated personal customers. Tailor the services to meet these segments. Provision of actual transactions requires careful planning and the security implications are fraught with problems, as with any on line service, such as the method to be used to positively identify the customer with enough confidence to execute a financial transaction. However, these problems are not insurmountable, and among the many methods available today there are some that are workable without excessive complication of the user interface.

Banks today are offering on the Internet:

• Transaction inquiries
• Credit card applications
• Statement inquiries
• Bill payment
• Services directories
• Personal finance package interfaces (to Intuit etc.)

… and the list is growing daily. One aspect that requires consideration is whether interfaces to popular financial managers should be provided, or Web only content.

Simple Message Service (SMS

SMS Banking services are operated using both Push and Pull messages. Push messages are those that the bank chooses to send out to a customer’s mobile phone, without the customer initiating a request for the information. Typically push messages could be either Mobile Marketing messages or messages alerting an event which happens in the customer’s bank account, such as a large withdrawal of funds from the ATM or a large payment using the customer’s credit card, etc. (see section below on Typical Push and Pull messages).

Pull messages are those that are initiated by the customer, using a mobile phone, for obtaining information or performing a transaction in the bank account. Examples of pull messages for information include an account balance enquiry, or requests for current information like currency exchange rates and deposit interest rates, as published and updated by the bank.

The bank’s customer is empowered with the capability to select the list of activities (or alerts) that he/she needs to be informed. This functionality to choose activities can be done either by integrating to the Internet Banking channel or through the bank’s customer service call centre.

Why ADC is introduced by BBL?

BRAC Bank’s developments in alternative delivery channels are relatively new, reflecting developments in, and the diffusion of, new information and communications technology. The focus of BRAC Bank’s channels has, to date, been mainly on service providing activity. Alternative channels provide a means for clients to obtain service and information via such means as:

• ATM
• CDM
• POS

In addition to these available delivery channels, Job center Plus has conducted a number of service delivery pilots using such channels such as tale banking, text messaging INTERNET banking.

The main driver of the introduction of alternative channels was, initially, the desire to widen the range of customer services available. Alternative channels were seen as a means of adding to the front line services and complementing face-to-face contact. Now BRAC Bank Ltd. funding significantly and created a new focus on efficiency and cost saving. Developing the use of alternative channels is now seen as an important strategy for delivering significant savings for BRAC Bank Ltd. plans to invest into the development of alternative channels where efficiency savings can be realized. So far, the take-up of the current alternative channels by clients has been low.

·                    Products & Services of ADC

BRAC Bank Limited has introduced the following products and services to enrich its Alternative Delivery Channel Department:

·                          Products

• Debit Card
  • Co-Branded Cards
    • Arong Card
    • Alico Card
    • Diagold Card
• VISA Debit Card

·                          Services

• Automated Teller Machine (ATM)
• Cash Deposit Machine (CDM)
• Internet Banking
• SMS Banking
• Point of Sales

·                              Debit Card

A debit card is a plastic card which provides an alternative payment method to cash when making purchases. Its functionality is more similar to writing a check as the funds are withdrawn directly from the cardholder’s . bank account

The detail of BRAC Bank Debit Cards are stated bellow:

·                              Co-Branded Cards

BRAC Bank Limited has introduced the following Co-branded cards by tie-ups with different strategic partners:

Arong Card:

Facilities:

• 5% discount on each time purchase from Arong using the Arong card.
• Daily Maximum ATM transaction BDT. 20,000/- (Twenty Thousand))
• Daily Maximum POS transaction (Cash) BDT. 100,000/- (One Lac)
• Daily Maximum POS transaction (Purchase) BDT. 100,000/- (One Lac)

Service Charge:

• The annual service charge is BDT. 500 + 15% VAT.

Alico Card:

Facilities:

• Life insurance coverage from BDT 2,000/- to BDT. 2,00,000/-.
• Daily Maximum ATM transaction BDT. 20,000/- (Twenty Thousand))
• Daily Maximum POS transaction (Cash) BDT. 100,000/- (One Lac)
• Daily Maximum POS transaction (Purchase) BDT. 100,000/- (One Lac)

Service Charge:

• The annual service charge is BDT. 500 + 15% VAT.

Diagold Card:

Facilities:

• 10% discount on Diamond purchase from Diagold using the Diagold Card.
• 8% discount on Gold purchase from Diagold using the Diagold Card.
• Daily Maximum ATM transaction BDT. 20,000/- (Twenty Thousand))
• Daily Maximum POS transaction (Cash) BDT. 100,000/- (One Lac)
• Daily Maximum POS transaction (Purchase) BDT. 100,000/- (One Lac)

Service Charge:

• The annual service charge is BDT 500 + 15% VAT.

·                                   VISA Debit Card

Facilities:

• Usable at any outlet of VISA and BRAC Bank Ltd. (countrywide).
• Daily Maximum ATM transaction BDT. 50,000/- (Fifty Thousand)
• Daily Maximum POS transaction (Cash) BDT. 100,000/- (One Lac)
• Daily Maximum POS transaction (Purchase) BDT. 300,000/- (Three Lac)

Service Charge:

• The annual service charge is BDT 520 + 15% VAT.

ATM

At present BRAC Bank Limited has 175 ATM’s across the country. Numbers of ATM’s (Zone wise) are given bellow:

Ö        Dhaka Zone – 136 ATM’s

Ö        Chittagong Zone – 11 ATM’s

Ö        Sylhet Zone – 11 ATM’s

Ö        Rajshahi Zone – 3 ATM’s

Ö        Khulna Zone – 4 ATM’s

Ö        Barisal Zone – 3 ATM’s

Ö        Rangpur Zone – 4 ATM’s

Facilities of BRAC Bank ATM:

• Withdraw cash 24 hours a day by using Credit / Debit cards.
• Account balance inquiry
• Account mini statement
• Pin change of Debit / Credit Card

Service Charge:

• No service charge is taken for using BRAC Bank ATM.

Upcoming facilities:

• Cheque book  request
• Utility and / Household bill payment.
• Fund transfer to other accounts of BRAC Bank Ltd.

CDM

At present BRAC Bank Limited has 30 CDMs and all of those are Dhaka zone based.

Facilities of BRAC Bank CDM:

• Deposit cash at any time up to BDT. 20,000/- (Twenty Thousand) at once.
• Deposit cheque / draft / pay order of any amount.

Service Charge:

• No service charge is taken for using BRAC Bank CDM.

Internet Banking (BRAC Bank Direct)

All account holders of BRAK Bank Ltd. are eligible to enjoy the Internet Banking Service offered as BRAC Bank Direct. Client who wants to use the Internet banking facility has to register by providing a valid email address for the service.

Facilities of BRAC Bank Direct:

• Account information.
• Loan information.
• Account balance inquiry.
• Account mini statement.
• Cheque status.
• Lost card (Debit / Credit) reporting
• Loan calculator.
• Own account fund transfer.

Service Charge:

• Annual service charge is BDT 200 + 15% VAT.

Upcoming facilities:

• Open an account
• Make a payment
• Set up automatic payment
• Receive bills electronically
• Request e-mail notification
• Review payments
• Make a transfer
• Review Transfer
• Add account
• Order checkbook
• Order statement copy
• Stop check payments
• Stop sending cancelled check
• View paper statement
• Calculator: balancing your checking account.
• Mobile recharge
• Order a Demand Draft / Pay Order
• Request for Duplicate Physical Bank Statement

SMS Banking:

All account holders of BRAC Bank Ltd. are eligible to enjoy the SMS Banking Service offered by BRAC Bank Ltd. Client who wants to use the SMS banking facility has to register by providing a valid mobile phone number (Grameen Phone or Aktel) for the service.

Facilities of BRAC Bank SMS Bank:

• Information of last 3(three) transactions.
• Account balance inquiry.
• Credit Card Limit Check.
• Credit Card due amount check.
• Last date of payment check (Credit Card bill)

SMS Alert System:

• Deposit alarm.
• Maturity alarm.
• Withdrawal alarm.
• Account status change alarm.
• Loan payment failure alarm.

Service Charge:

• Annual service charge is BDT 200 + 15% VAT.

Point of Sales

Currently BRAC Bank Ltd. has more than 400 (Four Hundred) POS at different renowned outlets across the country.

Facilities of BRAC Bank POS:

• From POS at bank branches, customer can withdraw cash (Maximum of BDT 3, 00, 000/-) using his / her BRAC bank cards (Debit / Credit).
• From POS at different outlets, customer can purchase products (Maximum of BDT 1, 00, 000/-) using his / her BRAC bank cards (Debit / Credit).
• FINDINGS OF THE REPORT

• BRAC Bank ATM service is now the fastest service within any other banks.
• CDM service is only one which shows a booth as a branch of BRAC Bank.
• Phone banking provides 24 hours  services of the bank.
• SMS service provides a customer’s instant alert of any transaction or balance inquiry.
• Through a ATM, a customer could get a mini statement of his/her account without any cost.

RECOMMENDATION

• BRAC Bank should ensure faster delivery of ATM Cards. Now it requires 3-5 days while some competitor could provide it within 2 days.
• Its some charges and fees are quite impractical. Relatively high for the middle and lower middle class.
• It is found from my experience in BRAC Bank that a portion of total customer say that their complains not resolved immediately. Establishment of a separate customer complains cell may help to resolve the customer’s problems.
• BRAC Bank should increase their profit rate on different deposit scheme.
• BRAC Bank should reduce the downtime of an ATM.

CONCLUSION

Thus I had the opportunity to work for this reputed Bank. I was placed in the ATM and CDM service of BRAC Bank, Head Office. During this time I got an opportunity to observe the overall service process of BRAC Bank personal banking division.

It is my pleasure to submit my field study report provided by BRAC Bank. While preparing this report, I have tried to gather as possible & to gather all the information pertain the report to enrich it. I believe that it was a fascinating experience to work live in the banking sector & it was enriched both my knowledge & experience.

BIBLIOGRAPHY

Web Site:

• http://www.bracbank.com

Others:

• Various types of publications of BRAC Bank Limited
• Different periodicals BRAC Bank Limited