Table of Content

Sl. No. Content Page

No.
a) Student's Declaration
b) Letter of Permission
c) Internship Completion Certificate
d) Official Certification
e) Supervisor's Certificate or Acceptance Letter

f) Acknowledgement
g) Executive Summery
h) Acronyms
Chapter- One Introduction

1.1 Introduction
1.2 Rationale of the Study
1.3 Objectives
1.4 Scope of the Study
1.5 Methodology
1.6 Significance of the Study
1.7 Limitation of the Study
Chapter-Two Profile or Overview of the Banking Industry
2.1 Overview of the Banking Industry in the World
2.2 History of the banking industry in Bangladesh
2.3 Award and Achievement
2.4 Service Offering
2.5 Competitors
2.6 Organization structure of Pubali bank
2.7 Details about the Pubali Bank Kalighat branch
and the number of employees.
Chapter-Three General Banking Activities of Pubali Bank

3.1 Table Format (weekly basis)

3.2 Details about the Various Departments or
Functions Worked On
3.3 Roles and Responsibilities during the Internship

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Chapter-Four Description of the work performed during
the Internship
4.1 Description about those Skills
4.2 How do I learn those skills
Chapter-Five SWOT Analysis
5.1 SWOT of Pubali Bank Limited
5.2 Findings Based on SW and Personal
Observation
5.3 Recommendations
Chapter 06 Conclusion
References

Part 02 Main Body

Chapter Topic
Chapter 01 Introduction
Chapter 02 Profile or Overview of the Banking Industry
Chapter 03 General Banking Activities of Pubali Bank
Chapter 04 Description of the work performed during the Internship
Chapter 05 SWOT Analysis and Findings
Chapter 06 Conclusion
Chapter 07 References

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 Chapter – One

Introduction

1.1 Introduction of the report

Education is critical in today's world because it helps people grasp the actual
world and utilise what they learn to improve society and business. Commercial
banks seek to maximise profit and societal good as economic activities and
lifestyles change. They receive and handle deposits, lend credit to various
borrowers, and offer a variety of consumer services such as remittance services,
credit information, financial advice, and trust services. Metropolitan University,
Sylhet, Bangladesh, has an internship programme for prospective business
graduates to obtain practical experience at commercial banks such as Pubali Bank
Limited (PBL). This internship programme provides students with hands-on
experience and prepares them for a career in commercial banks.

1.2 Rationale of the Study

To graduate, BBA students must complete an internship programme at
Metropolitan University. The internship's main goal is to familiarise the student
with the banking business.
• This research is required to meet the BBA Program's requirements.
• To become knowledgeable and skilled in all areas of banking.
• To completely understand the responsibilities and functions within the
financial sector.
• To put the knowledge acquired in college to use to comprehend a situation
as it exists in the actual world.
• SWOT analysis is something I use to better understand organisational
actions.
1.3 Objectives
The main goal of this study is to complete the graduation requirements and fulfil
the partial requirement for the BBA programme.
• To familiarise oneself with the bank's working environment.
• To apply theoretical knowledge in practical situations.
• To become familiar with Pubali Bank Limited's deposit plans.
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 • To decide whether customers are satisfied with the deposit plan.
• To find issues and make suggestions for improving PBL's operations.
• To keep tabs on and evaluate how the branch and bank are performing.
• Should be familiar with the day-to-day operations of a bank in the service-
oriented banking business.

1.4 Scope of the Study

Every student requires internship experience in order to apply their classroom
learning and obtain real-world experience from any organisation. A student's
internship experience might be applied to a future career. I have the chance to
write a report and gain experience thanks to Pubali Bank of Bangladesh Limited
(PBL). The paper was created under the direction of Md. Gulam Mokta Dhir, an
assistant professor in Sylhet Metropolitan University's department of business
administration. The Pubali Bank of Bangladesh Limited (PBL), its policies, and
other areas of operation are all thoroughly examined in this study, and the results
are given together with the detailed examination of the banking system, its
history, and procedure. Examining Pubali Bank of Bangladesh Limited's (PBL)
foreign exchange performance is the main objective of this study. As a result, the
study comprises an examination of the foreign exchange-related products and
their performance for Pubali Bank of Bangladesh Limited (PBL) for five
consecutive fiscal years, from 2015 to 2019.
1.5 Methodology
The study is based on data obtained from multiple sources and is descriptive in
nature. But my attention has been drawn more to my actual observations. The
report is almost entirely made up of my practical observations. This report was
created using a certain process. Different kinds of data about a Pubali Bank's
customer service operations are needed for the study. I used primary and
secondary data to create this research.
Primary source
The Managing Director, Branch Manager, Branch Operating Manager, Cash
Operator, and any other available Officers and Employees are all directly
communicated with and interviewed during this process.

Secondary Source

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 • Internet, web site of Pubali Bank Limited.
• Newspapers, journals, annual reports of Pubali Bank Limited.
• Credit policy manual.
• Different books and periodicals related to the banking sector, etc.
1.6 Significant of the Study
Through my internship report, there are some significant parts of the study. Such
as
• The bank authorities were readily able to finish their outstanding
responsibilities because to my internship.
• I will converse with clients and provide them with convenient service.
• I may share my internship-related experiences with teachers, allowing
them to learn from my experiences as well.
• Because of my internship, I am able to teach students and help them learn
a lot by sharing my knowledge and experience.
• People's misconceptions about banks will be dispelled after reading my
internship report.
1.7 Limitations of the study:
The report has been prepared under the following constrains:
Dependency on secondary sources:
Due to my reliance on secondary sources, I had a serious problem with the lack
of main data.
Time limits:
Another obstacle preventing our report from becoming more in-depth was time.
The time I had to produce this report was insufficient. Additionally, three months
is not long enough to fully understand the diverse range of banking tasks.
Secrecy of data:
The confidentiality of the data served as the report's primary impediment. The
staff of the organisation is constantly afraid of revealing sensitive information
because bank information is vital and confidential. Bank must uphold some
confidentiality when supplying information.

Chapter- Second

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2.1 Overview of the Banking Industry in the World
The banking sector is crucial to the global economy because it offers financial
services to people, companies, and governments. Here is a summary of the global
banking sector:
1. Market size: The value of the global banking sector is in the trillions of
dollars, and its assets exceed $150 trillion.
2. Types of banks: Retail banks, commercial banks, investment banks, and
central banks are just a few of the various sorts of banks. While commercial
banks serve businesses, retail banks concentrate on serving individuals.
While central banks oversee the monetary policies of their individual
nations, investment banks concentrate on providing investment and
financial advising services.
3. Regional differences: By region, the banking sector differs. For instance,
the banking sector is very consolidated in North America, with a few major
banks controlling the market. Europe has many micro banks, and the sector
is heavily regulated. Large and small banks coexist in Asia, where the
sector is expanding quickly.
4. Technology: The banking sector is being rapidly transformed by
technology, and many banks are investing in digital transformation to
increase productivity and improve the customer experience. The
conventional banking model is being disrupted by online banking, mobile
banking, and fintech firms.
5. Challenges: The banking sector faces several difficulties, including
heightened regulation, cybersecurity dangers, and unstable economic
conditions. A lot of banks are also having trouble adjusting to shifting
consumer tastes and the development of fintech.
Overall, the banking sector is a crucial component of the world economy, but due
to technology and shifting consumer tastes, it is experiencing substantial
challenges and upheaval.

The history of baking is said to have begun with the first prototype banks, or the
merchants of the globe, who lent grain to farmers and traders who moved goods
between cities. Around 2000 BCE, Assyria, India, and Sumeria all experienced
this.

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Banca Monte Dei Paschi di Siena is the oldest operating bank in the world. It was
founded in 1472 in the Tuscan city of Siena, which was then under the republican
era.
Following the expansion of banking from northern Italy throughout the Holy
Roman Empire in the 15th and 16th centuries. Thanks to advancements in
telecommunications and computing, the 20th century saw substantial changes in
how banks conducted business as well as a dramatic expansion of their size and
global reach. The financial crisis of 2007–2008 caused several banks to fail,
including some of the biggest banks in the world. This generated a heated debate
over bank regulation.
The shift from a reliance on hunting and gathering of food to agricultural
practises, which started somewhere after 12000 BCE, resulted in more stable
economic connections. Such shifts in socioeconomic conditions first manifested
around 10000 years ago in the fertile crescent, around 9500 years ago in northern
China, around 5500 years ago in Mexico, and around 4500 years ago in the
eastern sections of the United States.
Most legal regimes impose stringent restrictions on banks because they are
essential to both the stability of the financial system and the economy of a
country. The fractional reserve banking system, in which banks keep liquid assets
that are only partially equivalent to their current liabilities, has become
institutionalised in most countries. In addition to other laws aimed at ensuring
liquidity, banks are normally subject to minimum capital requirements based on
an international set of capital standards, the Basel accords.
Fractional reserve banking and the development of banknotes were first
implemented in the 17th and 18th centuries. Martens starts storing the gold in the
exclusive vault of the goldsmiths in London, who bill for their services. Only the
original depositor was allowed to collect the kept goods, and the goldsmith
supplied receipts as payment for each precious metal deposit, attesting to the
quantity and purity of the metal they held as a bailee.
The English bank of England first proposed the idea of continuous banknote
issuance in 1695. The Royal Bank of Scotland launched the first overdraft facility
in 1728. At the beginning of the 19th century, Lubbock Bank established a
banker's clearinghouse in London to allow numerous banks to settle transactions.
The Rothschilds contributed to the development of large-scale international
finance by aiding the British government in acquiring interests in the Suez Canal
in 1875.

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Banks act as payment agents by managing customers' checking or current
accounts and paying checks that have been put into those accounts. Bank ATMs
also allow the use of additional payment methods such automated clearing house
(ACH), wire transfers or telegraphic transfers, EFTPOS, and automated teller
machines.
By accepting deposits on current accounts, term deposits, and the issuing of debt
instruments like bonds and banknotes, banks can borrow money. Among other
things, banks lend money by investing in marketable debt securities, supporting
advances on current accounts for consumers, and offering instillment loans.
Banks provide a range of payment services, and most consumers and businesses
consider having a bank account to be crucial. Most people do not consider
remittance businesses and other non-banks that offer payment services to be
appropriate substitutes for bank accounts.
2.2 History of the banking industry in Bangladesh
Bangladesh is a developing country with a weak banking infrastructure,
particularly when it comes to the services and support provided to consumers by
government-run banks. The country's central bank, Bangladesh Bank, has
frequently impeded efforts by the private bank to emulate the financial systems
of the more developing countries via ineffective or politically motivated
government measures.
Dacca Bank was established in 1846 and was the first modern bank with
headquarters in Dhaka. It did not print any money and ran a very small business.
The bank of Bangle made the purchase in 1862. The first Bangle Bank locations
opened in Sirajganj and Chittagong in 1873, and Chandpur followed in 1900. In
1947, after Bengal was divided, it had six east Bengle locations in Dhaka,
Chittagong, Chandpur, Mymensingh, Rangpur, and Narayanganj.It is
increasingly more obvious that the development process is considerably aided by
the presence of a banking system that is in good operational order. Bangladesh's
banks currently serve as the financial system's cornerstone. The bankers
committee of Bangladesh Bank establishes the planned allocation of resources
among sectors and regions to promote balanced regional sector development. A
bank serves as a financial intermediary, making it a crucial part of any economy's
architecture. The efficiency of a country's financial sector greatly influences its
capacity for economic growth. It helps in resource and financial allocation. Thirty
privately held commercial banks, ten foreign banks, five specialty banks, and four
nationalised commercial banks make up our banking system. (NCB). The recent
analysis made clear how, after the country attained independence, the banking

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business altered. Most graduates from both business and non-business education
are working in this field right now.
Discuss about the Pubali Bank in Bangladesh
· Name of the company: Pubali Bank Limited
· Logo:

· Former Name: The Eastern Merchant Bank

· Known as: PBL
· Year of Denationalization: 1983
· Chairman: Mr. Hafiz Ahmed Mazumder (MP)
· Vice Chairman: Mr.Habibur Rahman
· Managing Director: Mr. Md. Helal Ahmed Chowdhury
· Legal status: Public Limited Company
· Category: Commercial
· Origin: Local
· Branches: 455
· SWIFT Code: PUBABDDH
· Principal Branch code: 3555
· Head Office: 26, Dilkusha commercial Area, Dhaka -1000, and Bangladesh.
· Phone: +880-2-95551614 EXT- 278, 322
· Fax: +880-2-9564009
· Email: [email protected]
· Website: http://www.Pubalibankbd.com
Vision
To stand out among Bangladesh's banking institutions as a leader and
considerably expand the national economy. To be the most esteemed and cutting-
edge financial institution in Bangladesh, offering its clients creative financial
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solutions while promoting the socioeconomic growth of the nation. The Pubali
Bank is committed to offering financial services that live up to client expectations
so that customers feel as though they can always turn to them for banking
assistance and confidently recommend them to their friends. They aspire to have
a distinctive character and be the bank of choice.
• To build a sustainable and respectable financial institution.
• To be a leading Commercial Bank, with a social focus, assisting in the
economic development of the country.
• The profit of the bank used for the socio-economic development.
• To be the pioneer in the banking industry.

Mission:
Through a team of committed experts, cutting-edge technology, and adherence to
the highest ethical and regulatory standards, we provide effective and customer-
centric financial services with a focus on sustainable growth, profitability, and
stakeholder value generation. The goal of Pubali Bank Limited is to make
banking simple for its clients by establishing a one-stop service model and by
offering cutting-edge, alluring products and services via the use of cutting-edge
technology and trained human resources. They always consider how they might
help the neighbourhood by promoting social responsibility, entrepreneurship, and
national economic growth. The Pubali Bank Limited's mission is as follows:
• Achieving sound and profitable asset and liability growth, with an
emphasis on keeping non-performing assets within reasonable bounds.
• To develop lasting, reliable, and trustworthy connections with clients.
• Managing interest and operating costs with efficiency.
• To be exceptional at providing top-notch client service.
• To be the top employer among Bangladeshi banks.
• To be the most reputable and favoured brand among all providers of
financial services in Bangladesh.
• Delivering a better value proposition to clients by promptly and effectively
taking care of their financial needs.
• To offer top-tier financial, capital, and risk management solutions that are
bundled with diversity and differentiation and are affordably delivered
through the customer's preferred distribution channel, while considering
the lifetime financial demands of each client.

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 • To establish an organisation that is empowering and has the structure,
career growth, training, and rewards necessary to enable the realisation of
the goal.
• Using scale, adaptable technology, and risk management to make sure our
services are of higher quality.
Goals of Pubali Bank Limited:
➢ Providing adequate long-term returns to our shareholders and rising to the
top among private commercial banks are our two main goals.
➢ Utilise customer relationship management (CRM) to serve corporations,
businesses, and people.
➢ Create novel and original items while considering the specific lifetime
financial requirements of your clients.
➢ The offering of services via all available delivery channels, including
mobile banking, IVR and telephone banking, ATM and POS, and online
banking.
➢ Establishing corporate governance for efficient decision-making and
effective interaction between the board of directors, shareholders, and bank
management to achieve business success.
➢ Streamlining risk and compliance for improved operating performance,
shareholder trust, and optimal risk-reward results.
➢ Development of its people resources on an ongoing basis to ensure that
they add value to the company.
➢ Strengthening the brand's reputation to foster more client loyalty and
pleasure.
➢ Adopting the newest technologies and reacting fast to the first changing
market environment to maintain business continuity and provide
uninterrupted services.
➢ Enhancing efforts to promote financial inclusion for long-term, rapid
economic growth and development.
➢ Create a corporate social responsibility institution.

Core Values:
Customer focus
Professionalism

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Integrity and transparency
Teamwork and collaboration
Innovation and creativity
social responsibility and environmental sustainability
Corporate Culture
It is reasonable to believe that Pubali Bank has a corporate culture that prioritises
professionalism, integrity, and customer satisfaction based on its values and
mission. It is possible that the bank has an organised, orderly workplace that
values cooperation and teamwork. The bank may put a higher priority on risk
management and compliance as a financial organisation.
It is important to keep in mind that every organisation has a complex, varied
corporate culture that can change depending on a variety of factors. For a better
understanding of Pubali Bank's corporate culture, it is advised to chat with current
or former workers or official sources.

2.3 Award and Achievement

Pubali Bank has won numerous honours and commendations for its work and
contributions to Bangladesh's banking sector. A few of Pubali Bank's major
honours and accomplishments include:
1. Best Managed Commercial Bank in Bangladesh: In 2020, Pubali Bank
received the Best Managed Commercial Bank award from the Asian
Banker.
2. Corporate Social Responsibility (CSR) Award: Pubali Bank received the
CSR Award from the Institute of Cost and Management Accountants of
Bangladesh (ICMAB) for its outstanding contribution to social welfare
activities in the country.
3. Best Retail Bank in Bangladesh: In 2018, Pubali Bank was awarded the
Best Retail Bank in Bangladesh by The Asian Banker.
4. Best Bank in Digital Banking: Pubali Bank was recognized as the Best
Bank in Digital Banking by Bangladesh Brand Forum in 2018.
5. Best Bank in Bangladesh: Pubali Bank has been recognized as the Best
Bank in Bangladesh by several organizations, including the Finance Asia,
Euromoney, and The Banker.

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 6. ISO Certification: Pubali Bank has achieved ISO 9001:2015 certification
for its quality management system, which demonstrates the bank's
commitment to providing quality services to its customers.
These awards and achievements reflect Pubali Bank's commitment to excellence
and innovation in the banking industry in Bangladesh.

2.4 Service Offering

Pubali Bank offers a range of banking services to meet the needs of its diverse
customers. Some of the key service offerings of Pubali Bank include:
1. Retail Banking: Pubali Bank provides a range of retail banking services to
individuals, including savings and deposit accounts, loans, credit cards,
debit cards, and remittance services.
2. Corporate Banking: Pubali Bank offers a range of corporate banking
services to businesses, including working capital finance, term loans,
project finance, trade finance, and corporate deposit accounts.
3. SME Banking: Pubali Bank has a dedicated SME Banking division that
offers a range of banking services to small and medium-sized enterprises
(SMEs), including working capital finance, term loans, and trade finance.
4. International Banking: Pubali Bank offers a range of international banking
services, including foreign currency accounts, foreign remittance services,
and trade finance services.
5. Treasury and Investment Services: Pubali Bank provides treasury and
investment services, including foreign exchange services, money market
operations, and investment advisory services.
6. E-Banking Services: Pubali Bank offers a range of digital banking services
to its customers, including online banking, mobile banking, SMS banking,
and ATM services.
Overall, Pubali Bank provides a comprehensive range of banking services to cater
to the needs of its diverse customer base. The bank's focus on innovation and
technology has enabled it to offer convenient and accessible banking services to
its customers.

2.5 Competitors

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Pubali Bank Limited is one of the largest commercial banks in Bangladesh with
a significant market share. Some of its main competitors in the banking sector in
Bangladesh include:
Islami Bank Bangladesh Limited
Bangladesh Krishi Bank
Agrani Bank Limited
Janata Bank Limited
Sonali Bank Limited
BRAC Bank Limited
Dutch-Bangla Bank Limited
Standard Chartered Bank Bangladesh
City Bank Limited
Eastern Bank Limited
These banks compete with Pubali Bank Limited in terms of various aspects such
as market share, range of products and services, customer base, technology, and
innovation

2.6 Organization structure of Pubali bank

The Pubali Bank has a hierarchical organisational structure that is based on the
conventional banking paradigm. A Board of Directors makes up the bank's top

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management, with the managing director/CEO serving as the most senior
executive.
The bank's Board of Directors controls all aspects of its business and determines
its strategic direction. The CEO oversees carrying out the Board's instructions
and overseeing the bank's daily operations. Each department and division below
the CEO are led by a senior executive who answers directly to the CEO. The
following are a few of Pubali Bank's crucial divisions and departments:
Operations Division: This division is responsible for managing the bank's day-to-
day operations, including branch operations, account opening, and customer
service.
Credit Division: This division is responsible for managing the bank's credit
operations, including loan approval, disbursement, and recovery.
Treasury Division: This division is responsible for managing the bank's treasury
operations, including foreign exchange trading, money market operations, and
investment management.
Information Technology Division: This division is responsible for managing the
bank's technology infrastructure and providing digital banking services to
customers.
Risk Management Division: This division is responsible for identifying and
managing the bank's operational, credit, market, and liquidity risks.
Human Resources Division: This division is responsible for managing the bank's
human resources, including recruitment, training, and employee relations.

Corporate Structure:

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Management structure of Pubali Bank Limited:
The management Hierarchy of Pubali Bank Limited is given below:
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2.7 Details about the Pubali Bank kalighat branch and the number of
employees.
The bank first appeared in the banking scene of then-East Pakistan as Eastern
Mercantile Bank Limited in 1959 at the initiative of some Bangalee entrepreneurs
under the Bank Companies Act 1913 for providing credit to Bangalee
entrepreneurs who had limited access to credit from other financial institutions at
the time. Following Bangladesh's independence in 1972, this bank was
nationalised and renamed Pubali Bank in accordance with government policy.
Due to changing circumstances, this bank was denationalised as an independent
financial institution in 1983 and renamed Pubali Bank Limited. Since its
founding, this bank has played an important role in the country's socioeconomic,
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industrial, and agricultural growth, as well as its overall economic development,
through savings mobilisation and fund investment. The Pubali Bank kalighat road
branch has 16 Employees, Branch Manager, Branch Operations Manager, Officer
9 persons, staff 5 person.

Chapter –03

3.1 Table Format (weekly basis)

First week ❖ Took interview about me.
❖ Discover more about the Bank.
❖ Understand more about the business and leaned the
company policies.

Second week ❖ To know various type of bank account. Such as

savings account, current account, DPS, FDR.
❖ Learned how to fill-up the Account Form.

Third week ❖ Keep the documents from the customer that need to
account opening.
❖ Learned how to work in their software.

Fourth week ❖ Learned how to verify the document form the

customers provide. (Account holder NID, nominee
NID, Passport, Birth certificate, Passport size
picture,signature,etc).
❖ Learned how to entry the cheque Book.

Fifth week ❖ Learned how to open an account of a customer in

software.
❖ Learned how to fill-up the cash deposit slip.
❖ Learned how to take the cheque requisition.

Sixth week ❖ Learned how to write statement and solvency.

❖ Learned how to verify Nid on software.
❖ Learned how to give Cheque book to the customers.

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 ❖ Learned how to issue the cheque book.

Seventh week ❖ Learned how to fill-up the DPS and MTDR from.
❖ Learned how to take-out UN screening from the
MIS portal for the saving account.

Eighth week ❖ Learned how to feel up the current account from by

collecting the document.
❖ Learned how to take out OFAC screening from the
MIS portal for saving account

Ninth week ❖ Learned how to obtain the authorized officers and

the operational managers signature on the account
opening from completed the form.

Tenth week ❖ Learned how to give the remittance.

❖ Learned how to do the internet banking. (PI
Banking)

Eleventh week ❖ Learned how to enter the dormant account to

reactive the account.
❖ Learned how to change the signature, phone
number, email of the saving account.

Twelfth week ❖ Learned how to do the RTGS.

❖ Learned how to scan and save the picture and
signature card off saving account.
❖ Learned how to do mandate in saving account.

3.2 Details about the Various Departments or Functions Worked On

There are various departments at Pubali Bank where one might work, but I
especially worked in the Human Resource Management divisions where I
interacted with clients and distributed presents to advertise the Bank's products

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and services. A key component of banking is customer service. Giving consumers
support when they use the bank's products or services is what this phrase refers
to. For a bank to sell its goods and services, including savings accounts, current
accounts, debit cards, and credit cards, more easily among others, it is crucial to
effectively communicate with customers, understand their needs, recommend the
products and services that are best suited for them, and address issues.
Branch Network:
Head office works are divided in several divisions. Additionally organised into
many departments are divisions. 9 corporate branches, principal branches, and 17
zonal offices are all directly under the direct administration of the head office.
The titles of GM or DGM are typically used by those in control of divisions,
corporate branches, principal branches, and zonal offices. DGM or AGM may be
in charge in departments. However, some branches have managers who hold
positions ranging from General Manager to Junior Officer, depending on the
significance and size of such branches. The chief office's most crucial duties
include giving officers access to the latest market news, network assistance via a
connection to the IT department, and Pubali customer service so that customers
may be served in a much more straightforward and convenient manner.
Nature of Business:
The Pubali bank limited offers full range of banking services that include-
✓ Deposit banking
✓ Loans & advances facilities
✓ Export & import facilities
✓ Financing in land
✓ International remittance facilities
✓ Foreign exchange transaction.

Performance of the bank:

The Pubali Bank Limited combines knowledge and technical innovation to
provide for the many needs of contemporary clients. The bank intends to mobilise
underutilised financial resources in the nation and prudently deploy them for
beneficial uses in the form of lending at affordable interest rates. The bank uses
strategic planning in credit management and a variety of credit policies to further
its goals and objectives. To name a few, the bank has provided loans for house
construction, consumer durable scheme loans, and microcredit to meet the needs
of the person, which has benefited thousands of families. The bank also extends

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loans in the form of trade finance, project finance, export & import finance, etc.
The bank's credit policies prioritise ensuring quality of leadership by preventing
the growth of non-performing assets while also promoting balanced growth and
harmonious development of all sectors of the nation's economy.

Deposits:
Savings bank accounts, current accounts, fixed deposit accounts, short term
deposit accounts, pension accounts, and foreign currency accounts are among the
services offered for deposits. All commercial banks frequently provide savings
and current accounts. Naturally, fixed deposit accounts are geared towards senior
individuals' idle funds. Account holders receive generous interest from Pubali
Bank Limited in exchange. Another kind of a fixed deposit account is a short-
term account. A better than savings account, but less than fixed deposit interest,
is offered to those who prefer to store their money for a shorter length of time
while earning some interest.
Loans:
In this area of banking, Pubali Bank offers a good variety of commendable
programmes. One of them is microcredit. One of their main concerns is
microcredit. The current hot topic is micro credit. This programme targets large
populations of people who are still living in poverty. Numerous NGOs are active
in the area. PBL is unable to resign from the largest private bank in the nation. It
is now deeply entangled in this industry. One of the most promising economic
areas in a third-world nation like ours is the SME sector. Numerous SME business
owners are struggling to survive while still providing jobs for others. Therefore,
it demands sufficient hydration, which PBL is providing right now. Bangladesh
is growing with industrialization despite the global economic downturn. Young
and vivacious businesspeople are stepping forward with creative concepts. To
carry out their projects, they require funding. PBL is consistently supporting the
most deserving individuals. Industrialization requires more than just the
establishment of an industry. A large sum is required as working capital for a new
industry. PBL organises working capital for industries with a bright future.
Through its remittance service, Pubali Bank assists Bangladeshis living abroad.
These people's hard-earned foreign currency is gathered through legitimate
channels, which benefits the nation. For its client, Pubali Bank Limited handles
all other financial tasks in this industry. Additionally, it offers creditworthy
individuals consumer loans and loans for home construction.
Online Branch Banking:

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The bank has set up a wide area network across the country which is named as
Pubali integrated Banking system to provide online branch Banking facilities to
its valued clients. Under this scheme, clients of any branch shall be able to do
banking transaction with other branches of the bank. Under this system a client
will be able to do following types of transactions:
➢ Cash withdrawal from his/her account at any branches of the bank.
➢ Cash deposit in his/her account at any branches of the bank irrespective of
the location.
➢ Cash deposit in others account at any branch of the bank irrespective of the
location.
➢ Transfer of money from his/her account with any branch of the bank.
➢ Transfer of account from one to another branch.
Information Technology in Banking Operation:
As soon as Pubali Bank Limited opened for business, it automated all its financial
processes. The primary goals of this business are to give the bank's customers
effective and timely services. Currently, the bank's branches are entirely
computerised. Currently, the bank uses server-based multi-user software running
on the FLORA operating system to give the highest level of automation security.

Profitability and shareholder satisfaction:

One of the most successful banks in the banking industry was the bank in
question. Even though the country's capital market has been struggling for the
past few years, Pubali Bank's current success is encouraging.
Corporate Social Responsibility:
The idea of responsible banking, which is ingrained in how we conduct business
and drives Pubali Bank's goals to be the greatest financial institutions in
Bangladesh, embodies the bank's response to corporate social responsibility. We
are dedicated to always making educated, logical, and moral decisions in how we
run our company, treat our staff, and interact with our customers because we
recognise our responsibility to the community. Over the years, our CSR
programmes have concentrated on philanthropy, activities, sports, education, the
arts, and health care.
Other Areas of Corporate social responsibility:
• Regular donations to different educational institutions, disabled
organizations

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 • Sports sponsoring
• Internship facilities to the students at different universities.
• For the natural calamity and national tragedy PBL always extends its hand
to help.
• Provide financial support.
Retail Product of Pubali Bank Limited:
➢ Advance against Salary
➢ Long term loan
➢ Pubali Education loan
➢ Probasi loan Prokalpa (Non-Residence loan)
➢ Doctor’s loan
➢ Car loan
➢ House Building loan
➢ Industrial loans
➢ Small and Medium Entrepreneur loan
➢ Securities Trading
➢ Export Import Loan
➢ Lease Financing, Transport Financing.
Products and Services of Pubali Bank Limited:
Pubali bank limited offers various kinds of deposit products and loan schemes.
The products and services are given below:
Deposit services: Miscellaneous services:
• Saving Bank Account • Electric Bill
• Fixed Deposit Account • Gas Bill
• Short term Deposit Account • Phone Bill
• Current Account • Cheque Clearing
• Pension Account • Instrument Collection
• Foreign currency Account • Locker Services
• ATM Services
• Card Services
Loans & Lease services: Remittance services:
• Micro Credit • Remittance of fund from
• Small and Medium Enterprise abroad by Bangladeshi
Financing nationals
• Industrial Loans • Foreign remittance
• Working Capital Financing • Internal remittance
• Export Credit • Money gram

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 • Import Credit
• Bills Purchase
• Letter of Credit
• Letter of Guarantee

The duties I undertook in those divisions were

➢ Providing correct information to clients regarding the types of paperwork
needed to open an account. They need two copies of their most recent
photographs, one of the nominee's photographs, and a photocopy of both
the customer's and the nominee's national identification cards, I used to
advise them.
➢ Correction of incomplete forms found during internal audit. For example,
the account number, nominee's details, customer ID, TIN, National ID
Card number, and other fields were left blank on several forms. It was my
duty to correctly complete those forms with the relevant attachments of
certificates or copies.
➢ Completing a Know Your Customer (KYC) form to assess the risk to
oneself and to their business. I used to affix a variety of seals after
accurately filling out the form, including the branch seal, the name of the
account opening officer, the assistant relationship manager, the
relationship manager, and the relationship manager.
➢ Calling clients to obtain the required details, such as a replica of a trade
licence or a national ID card, or to answer any other questions.
➢ The relevant check book is distributed after requesting the customer's name
and account number, verifying them, and getting the necessary cheque
book from the courier. In some cases, I also had to telephone clients who,
after two or three months, still had not retrieved their cheque book.
➢ Using the photocopier and printer for what is required.
➢ Verifying the NID, Birth Certificate of the Customers, Account Holder,
and Nominees.
➢ Locating the closed MTDR, MSTD, SB, and old account opening forms.
➢ Recording in the registration book the name, account number, and opening
date of newly opened bank accounts, DPS, MTDR, etc.
➢ Effectively communicating or calling walk-in customers to convince them
to purchase the deposit products.
➢ Matched appropriate products with customer needs.
➢ Provided the current services given to the customers.
➢ Presented customers with appropriate details and advantages of bank
products.
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3.3 Roles and Responsibilities during the Internship
I completed a three-month internship at the Pubali Bank's Sylhet location. I had
a range of duties while I was an intern. On time for the Sunday morning gathering,
I truly arrived. It was my duty to be familiar with the various subcategories of
deposit products and services the bank provided. Savings accounts, current
accounts, FDR/MTDR, DPS, debit cards, credit cards, remittance services, ATM
services, and so on are a few examples. I talked to clients who came in on the
spot and persuaded them to buy deposit goods. Because it improves client
retention, makes consumers feel appreciated, and enables better meeting their
demands, customer satisfaction is essential in the banking industry. I showed
them the great service and safe banking our place offers to convince them to open
a savings account or current account. I assembled all the documentation needed
to grant clients access to their accounts. I had already completed all the paperwork
necessary to open new accounts and entered the data for each client into the
database. I also helped clients complete several Forms, such as Remittance,
Deposit Slips, and Dormant Activation. Not to mention, I made arrangements
with clients over the phone for the delivery of chequebooks to finish the
purchases.
What I have Learned from my Internship tenure:
• How to open an account.
• What are the documents are necessary to open account.
• What information are important for creating a customer account.
• How to deliver a cheque book, Debit Card, Credit Card.
• How to approach a customer and provide services.
• What is the process of foreigner remittance exchange.
• How to make and issue a Pay order file.
• What is the necessary document customer has provided for getting student
loan.
• What is process for opening a loan account.
• What is main element to justify of customer before giving loan.

Chapter –04
4.1 Description about those Skills

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Throughout my internship, I was able to successfully pick up a variety of talents
that would be useful in the future. The most significant skills I have earned are
listed here.
➢ Communication Skill
Learning how to communicate effectively is one of the most important life skills.
To promote understanding, information is communicated through
communication.
➢ Time Management Skill
The process of creating a timetable and choosing how to allocate my time
between various responsibilities is known as time management.
➢ Interpersonal Skill
I must speak and engage with many people, both individually and in groups. I
need to practise speaking in front of others and communicating both verbally and
nonverbally if I want to get better at interpersonal relationships.
➢ Technical Skill
Since I am an intern, I need to learn how to utilise their programme. Since HRM
is my major, I also need to be fluent in Microsoft Word and Excel for data entry.
Working on that programme therefore contributes to the improvement of my
technical abilities.
➢ Teamwork Ability Skill
A team is made up of multiple members who each do a specialised role while
giving up some of their personal prominence to advance the goals of the whole
company. It helps me improve my ability to work with others.
➢ Problem Solving Skill
My ability to solve problems allows me to do so swiftly and successfully.

4.2 How do I learn those skills?

I had a variety of assignments to finish during my internship with Pubali Bank.
While fulfilling my responsibility, I faced several obstacles and had to deal with
numerous circumstances. I developed the following skills as I dealt with those
problems.

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 ❑ A crucial skill in the banking sector is communication. I occasionally had
to communicate with walk-in clients, which helped me develop my
communication abilities. To entice people to buy deposits, I made sure they
received accurate information. products and maintain a long-term
relationship with the bank.
❑ My employment required me to enter customer information and verify each
customer's NID in the system, therefore I had to gain technological
abilities. In addition, I wrote reports and entered data properly using MS
Word.
❑ During my internship, I honed my persuasion abilities by successfully
persuading people to buy the bank's deposit products in person.
❑ I soon acquired collaboration skills as I routinely collaborated with police
to carry out assignments in a timely and efficient manner. I would discuss
any issues with my coworkers if I had any.
❑ Regarding most of the concerns, I was able to rapidly find a solution for
the customer. If a client cannot figure out how to complete a remittance
form, deposit slip, or cheque slip, I show them how to do it so they will not
have issues later.
❑ Meetings on Sundays and the rigorous adherence to banking hours
encouraged me to hone my time management abilities.
❑ I must be versatile and multitask because internships frequently require a
range of tasks. As an illustration, you could talk to 2/3 of the clients while
putting their data into the system. As a result, I became more adaptable.

Chapter-05
5.1 SWOT of Pubali Bank Limited
SWOT Analysis:
SWOT analysis is a thorough examination of how exposed and capable a
company is in relation to its strengths, weaknesses, opportunities, and threats.
This makes it easier for the organisation to maintain its current performance line
and anticipate the future to outperform the competition. Although an organisation
can use this tool to analyse its existing situation, it can also be viewed as a crucial
instrument for changing the organization's strategic management.

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Strengths
I. In the nation's banking sector, Pubali Bank Limited of Bangladesh Limited has
already built a solid reputation. One of the top commercial banks operating in
Bangladesh's private sector. The bank's income and deposits have already
increased significantly.
II. A top leadership and management role has been provided for Pubali Bank of
Bangladesh Limited's banking service. The senior management personnel have
all had positions at reputable banks, and they will continue to support the bank's
growth with their years of banking experience, competence, and expertise.
III. In 2001, Pubali Bank of Bangladesh Limited already had a significant growth
rate and a noteworthy profit growth rate. Loans and advances, as well as deposits,
are all growing quickly.
IV. The Pubali Bank of Bangladesh Limited has a reputation for offering high-
quality services to its prospective clients.
Weakness
I. The bank's lack of a mission statement and strategy plan is the most crucial
factor. No long-term plans have been made by the bank on whether it wants to
concentrate on retail banking or develop into a corporate bank. A sound, practical
strategic plan should be used to choose the future's course right away.
II. I In the lower and certain mid-level positions, the bank did not have an
effective quality-recruitment policy. As a result, today's services from the bank
seem to be Lacking.

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III. The bank is having a lot of issues because of the low service quality. PBL
Bank of Bangladesh Limited offers better customer care than Dhaka Bank, Prime
Bank, Dutch Bangle Bank, etc. But the local Multinational Bank forces the bank
to compete.
Opportunities
I. To increase the scope of their business. The management may think about
creating a merchant banking business or expanding into the leasing and insurance
industries.
II. The secondary financial market's activity directly affects the primary financial
market. In the principal financial market, banks are active. Pubali Bank Limited
has taken steps to mitigate business risk. The nation's economic activity is
governed by investment in the secondary market. The bank's operations are
governed by the state of the national economy.
III. The country's growing population is progressively learning to use consumer
financing, which presents opportunity for retail banking. Our population is
primarily middle class. This class finds a variety of retail financing products to
be quite appealing. As a result, the market for a wide range of retail lending
products is enormous and straightforward to predict.
IV. In recent years, there have been numerous private banks entering the market.
To strengthen its long-term competitive edge, Pubali Bank Limited must diversify
its product offering in this market.
Threats
I. Developing overseas private banks and established multinational banks all pose
significant concerns to Pubali Bank Limited. If that occurs, the level of
competition will increase even more, and banks would need to create methods to
contend with a slew of foreign banks.
II. To be viable on the financial market, all loan arrangements must have minimal
default risks. To ensure that preventative measures are made to at least lessen this
issue before it is eliminated, Pubali Bank Limited must continue to be diligent
about it.

I will use the SWOT Analysis to explain the Pubali Bank

Strength Weakness
Strong Board of Director. Adverting and Promotion.

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 Top Management. Limitation of its System.
Reputation of the Bank. Lack of Employee.
Strong Online Facilities. Lack of training.
Opportunities Threats
Retail Banking. Competitor.
Online Banking. Government has been controlling.
ATM Banking.

5.2 Findings Based on SW and Personal Observation

During my Internship Period, the following findings have been taken.
➢ Very old files and accounts can be found simply thanks to the Head Office's
updating of the Bank's system.
➢ The bank has a strong reputation for satisfying consumer requests even
during hectic schedules by offering proper service to the customers.
➢ Customers of the bank receive numerous online services like RTGS,
AISER, and others, all of which are very beneficial to them.
➢ Due to the bank's poor advertising, less people use the service, and fewer
staff from other banks are promoted.
➢ Because all the information is fed into the bank's system, the system can
become slow, causing work to be delayed numerous times.
➢ Because the bank has a small number of workers, it is difficult to provide
adequate client care.
➢ Employees are having difficulty performing their duties due to a lack of
training. As a result, customers have a tough time getting service.

5.3 Recommendations
For improve their performance and remove the barriers The Pubali Bank must do
something, and these are as follows:
• To attract more clients PBL should sought new marketing strategy, which
will increase the deposit as well as bank’s profitability.
• Effective and efficient initiative is necessary to recover the default loans.

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 • Computerized banking system and latest communication devices are the
most important elements for the coming year. So, for a sound and stable
banking operation, PBL has no alternative but to modernize.
• Deposit operation of other bank is more dynamic and less time consuming.
Pubali Bank Limited should be armed with modern facility to face the
challenge.
• Pubali Bank should provide attractive salary, car facility for employee
motivation.
• The bank should improve their network availability.
• Improving the advertising so that clients have a solid understanding of the
bank. Customers receive excellent service as a result, and staff members
advance.
• If the bank's system is updated, it will no longer be slow and be able to
retain the information. The bank's system must therefore be updated.
• The bank's management should increase the number of personnel working
there since it will make it easier to serve customers and boost the bank's
reputation.
• For the officers to carry out their duties efficiently, the bank authorities
should appoint trained personnel. They can offer customers greater service
as a result.

Chapter 06
6.1 Conclusion
As a result, financial institutions such as banks play a constructive role in
financing and investing, which is a multifaceted process involving the complexity
of numerous interconnected and independent components of varying character. It
is impossible to assess each factor's influence separately. The capacity to balance
multiple activities at the same time is essential for successful banking. The bank
must maintain a healthy growth rate while also taking steps to reduce the risks it
confronts. In addition, the bank must keep enough cash on hand to pay its
obligations. All of these are related to the bank's sound performance. Evaluating
bank performance entails investigating the fundamental risk and return
characteristics of commercial banks. The financial performance review reveals
the performance's strengths over time. The Pubali bank is responsible for ensuring
good banking operations that are efficient and effective. The Pubali Bank Limited
will be examined in this study. Deposit mobilisation and how the bank mobilises
deposits through various loan products. To summarise, my three-month

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internship was a terrific learning opportunity that helped me expand my talents. I
would also like to mention that I believe the considerable experience I have
received will help me pursue a better career in the future. I examined the
Introduction, Rationale of the Study, Objectives of the Report, Scope of the
Study, and Methodology of the Report, Significant of the Study, and Limitation
of the Study in the First Chapter. In the Second Chapter, I discuss the History of
the Banking Industry in the World and Bangladesh, the History of the Pubali
Bank, Awards & Achievements, Service Offerings, the Organisational Structure
or Organogram of the Head Office & Sylhet Branch, and the Detail about the
Pubali Bank Branches and the Number of Employees of the Pubali Bank & Sylhet
Branch. In the Third Chapter, I offer my weekly work performance throughout
my internship in table style, details about the various departments or functions,
and Roles & Responsibilities during the internship. I covered the skills I learned
during my internship and how I learned those talents in the Fourth Chapter. In the
Fifth Chapter, I examine the bank's strengths, weaknesses, opportunities, threats,
and findings and provide suggestions based on these evaluations so that the bank
can take future measures that benefit both sides.

Bibliography
• Annual Report of Pubali Bank Limited 2015-2019
• Asian Development Bank, website: (www.adb.org)
• Audited financial statements 2018/2019 of Pubali Bank Limited
• “Bank Management & Financial Services” 8th Edition. McGraw-Hill
Singapore. – Peter S. Rose & Sylvia C. Hudgins (2005)
• Bangladesh Bank, official site: (www.bangladesh-bank.org)
• Brochures of products of Pubali Bank Limited.
• George foster, financial statement Analysis, 2nd Edition.
• Official website of Pubali Bank Limited.
• www.merriam-webster.com

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• www.worldbank.org
• www.investorwords.com
• www.bangla2000.com
• www.wikipedia.org
• www.pubalibangla.com

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