Final Report Chapter 1-5

GENERAL BANKING ACTIVITIES OF SOCIAL ISLAMI BANK LTD
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Chapter 1: Introduction
1.1 Rationale of the study:
Internship is a partial requirement for graduation. It offers a great opportunity for any student to
achieve some brilliant ideas and knowledge in practical. It is also a challenging experience to
prepare internship report which increases intellectual abilities as an efficient graduate. Under the
internship program, every student is assigned to an organization with a view to acquire practical
knowledge. After taking practical knowledge, each student is required to prepare a report on the
selected organization under the guideline of his/ her assigned teacher.
As a participant of BBA program and as a MARKETING major student bank is not the suitable
place to enter and enhance my knowledge but I try my level best to have some knowledge how
marketing in related to banking sector and how does it work. It also helps me to understand the
process of general banking that the normal people do their everyday banking activities, the
process of saving and giving interests on clients saving, different saving rates and different
instruments which are satisfying people’s daily banking interests etc. Bank is the only places
where normal people come to save their money or open deposit for gather a big amount with
interest rate to fulfilling their future needs.
As a part of the Bachelor of Business Administration (BBA) course requirement, it is a 12 weeks
long internship program to introduce the students with the real life business administration. I
took the internship with Social Islami Bank Limited which stands a prominent name in banking
industry. I am proud to work as an internee with SIBL and this experience will surely help me in
my future career. This advance working report has been prepared as a part of the Internship
Program. Being an intern the main challenge was to translate the theoretical concepts into real
life experience. The internship program and the study have following purposes:
 To get and organize detail knowledge on the job responsibility.
 To experience the real business world.
 To compare the real scenario with the lessons learned at AIUB.
 To fulfill the requirement of BBA Program.

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In my internship period, the scope of the work was as vast as I was assigned to work as an intern.
I have tried to observe and understand the overall banking activities especially General banking
activities and other day to day functions perform in this branch. I also tried to understand
different topic from the bank personnel.
1.2 Objective:
Broad Objective:
The major objective of the report is to understand the basic functions of general banking
department of Social Islami Bank Limited.
Specific Objectives:
 To know about several types of accounts and their benefits
 To know how to open any types of accounts
 To know how to issue cheque book
 To know how to check balance & give statement
 To know how to collect DESCO electric bill and entry the data
1.3 Background:
The Social Islami Bank Ltd (SIBL), a second-generation commercial bank, operating since 22nd
November, 1995 based on Shariah' Principles, has now 121 branches all over the country with
two subsidiary companies - SIBL Securities Ltd. & SIBL Investment Ltd.
Targeting poverty, Social Islami Bank Ltd, is indeed a concept of 21st century participatory three
sector banking model in one. In the formal sector, it works as an Islamic participatory
commercial bank with human face approach to credit and banking on the profit and loss sharing.
It has a Non-formal banking sector too with informal finance and investment package that
empowers and humanizes real poor family and create local income opportunities and discourages
internal migration. The bank has another sector to monetize the voluntary sector and
management of Waqf, Mosque properties and has introduced cash Waqf system for the first time
in the history of banking.

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In the formal corporate sector, this Bank, among others, offers the most up-to-date banking
services through opening of various types of deposit and investment accounts, financing trade,
providing letters of guarantee, opening letters of credit, collection of bills, leasing of equipment
and consumers' durable, hire purchase and instalment sale for capital goods, investment in low-
cost housing and management of real estates, participatory investment in various industrial,
agricultural, transport, educational and health projects and so on.
The Bank has taken a renewed drive aiming at consolidating its business in more focused areas
covering SME and Agro-finance with emphasis on searching for alternative delivery channel
under which SMS banking and mobile based remittance payment systems and by gradually
introducing the same to disseminate the SIBL services to the doorsteps of the customers. The
Bank has already introduced Internet Banking and launched some new products to strengthen its
business. The products are Sonali Din, Sommridhir Sopan, Sonchoy Protidin, Swopner Shiri,
Shukher Thikana, Sabuj Chhaya, Sabuj Shayanho, Subarnolata, Subornarekha, Sanchita etc. and
Zameel ATM Debit card. .
SIBL is a pioneer in introducing on-line banking among all the Islami Banks of the country with
state-of-the-art banking software. The state-of-the-art banking software enables the Bank to
provide any branch real time banking service to the clients. SIBL is supported by core banking
solutions and our products & services are strongly backed by IT infrastructure, which are
upgraded & expanded on continuous basis.
SIBL has set its strategy to convert all its banking activities from traditional branch-based
banking system to an ideal blending of both centralized processing unit (CPU) and effective
operation of branch that is based on modern essence of banking.
The Bank is running its payment system successfully through BACPS, BEFTN under BACH in
order to boost its businesses in multiple dimensions. By adopting BACH System as per
guidelines of Bangladesh Bank, SIBL ensures security, safety and hassle free faster transactions
from end to end. Moreover, the Bank is effectively adopting regulatory guidelines on IT risk
management.

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SIBL is quite conscious of its social business responsibilities and is always trying to participate
in various social programme in the country under its CSR portfolio giving special emphasis on
health, habitat & education. The Bank ensures to provide better integrated idea of formal,
informal & voluntary banking in the same platform. SIBL has its unique feature to mobilize
capital through CASH WAQF programme.
SIBL lays emphasis on employment generating, environment friendly and green banking based
investment keeping an eye on equitable distribution of resources over geographical territory for
sustainable growth of macro economy of the country.
The Corporate Governance system in SIBL ensures transparency and accountability at all levels
in conducting business. The Bank's continuous effort has been to increase the shareholders' value
and to be valued as a compliant organization.
1.3.1 Vision:
The vision of Social Islami Bank ltd. is “Working together for a caring society”.
1.3.2 Mission:
To fulfill their vision they have established the mission statement that are-
 Establishing Three Sector Banking Model.
 Transformation to a service oriented technology driven profit earning Bank.
 Fast, accurate and satisfactory customer service.
 Balanced & sustainable growth strategy.
 Optimum return on shareholders’ equity.
 Introducing innovative Islamic Banking services.
 Attracting and retaining high quality human resources.
 Providing support for social benefit organizations by way of mobilizing funds and social
services
1.3.3 Value:
Honesty

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To be honest is ordained by the scripture – we stick to this value in all our service provision.
Transparency
Remaining transparent in all acts is a virtue that's builds trust - we adhere to it.
Efficiency
Efficiency implies perfection in any job done - we strive to render full satisfaction with it.
Accountability
To be accountable is to be responsible and above any suspicion - we are dutifully there.
Religiousness
SIBL enhances economic well being with regard to the bliss of religious ethics.
Innovation
Our minds and eyes are open to the evolution in quality of life to innovate further benefits for the
service takers.
Flexibility
Flexibility leads to better understanding and greater satisfaction - we pursue the quality.
Security
Customers must feel secure with all our products and services - we keep on ensuring it.
Technology
Modern life is technology dependent - we keep looking for the latest development to provide the
best in ease to our clients.
1.3.4 Products & Services:
 Mudaraba Term Deposit
 Mudaraba Savings Deposit
 Al-Wadia Current Account
 Mudaraba Notice Deposit
 Mudaraba Scheme Deposit
 Mudaraba Hajj Savings Deposit
 Mudaraba Monthly Savings Scheme
 Mudaraba Special Deposit Pension Scheme (5 Years)
 Mudaraba Monthly Profit Deposit Scheme
 Mudaraba Education Deposit Scheme

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 Mudaraba Home Saving Scheme
 Mudaraba Millinery Deposit Scheme
 ATM Service
 Locker Service
 Online Banking
1.3.5. Corporate Structure:

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Chapter 2: Activities Undertaken
During my internship program, I have done several types of customer relation services in Social
Islami Bank Ltd. The activities are informing several types of accounts and their special benefits,
several types of Accounts opening, Cheque book issue and given, balance checking and
statement giving, Pay order issue etc.
2.1 Activities done by me:
Work related activities are given below:
 Informing clients several types of accounts and their benefits
 Opening any types of accounts
 Cheque book issue
 Balance checking & statement giving
 Collecting DESCO electric bill and data entry
2.1.1 Informing about several types of accounts and their special benefits:
Before opening an account, client likes to know that what the most suitable type will be of
account that will fulfill their demand most. So client first comes to the customer service
department & ask question about the number of types of account. Customer service officer tell
him/her about the types of accounts & their significant special benefits. Then the officer asks
him/her about the goal of saving money & the benefits he/she expects from saving money. After
listening to the goal &expectation of benefits, officer suggests suitable one or two types of
account to the client. If the client likes one of them, then he/she wish to open that type of
account.
i. Most commonly used account:
 Mudaraba Scheme Deposits
 Al Wadiah Current Account
 Mudaraba Savings Deposit
 Mudaraba Term Deposit (MTD)
 Cash Waqf. Deposit

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ii. List of my activities under this task:
1. Asking customer service officer about the types of account & their benefits.
2. Answering client’s questions properly.
3. Asking client’s goal of saving money & expectation of benefits.
4. Suggesting client’s suitable one or two types of account & informing their significant special
benefits, services and charges.
2.1.2 Opening any types of accounts:
This task involves opening a bank account whether it is savings accounts, fixed deposit receipt,
special deposit scheme, current account etc. Under individuals/joint account/sole proprietorship
requires certain number of documentation which indicates that he/she/it is legally capable of
handling the bank account under certain rules & regulation. Opening any type of bank account is
fallen commonly into four types of documentation which are-
1. Individuals
2. Joint accounts
3. Sole proprietorship
4. Private limited company
Almost all account opening are same process and there is a little e bit different. For example, in
current account the account holder need to provide 2 copies of his/her photo but if he/she open a
fixed deposit then there need only one copy photo.
In general account opening process:
Form fill up
Two copies passport size
photograph
National ID card
Nominee

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Give deposit slip
Give all seals
Deposit amount
Introducer
Entry in the bank entry
book
State my role in fulfilling these activities:
In this task, my role was authorized personnel of customer service department of SIBL to assist
customer.
2.1.3 Cheque book issue:
To issue a cheque book, first I had to
1. Take sign from the clients, then
2. Entry in the registrar book, followed by
3. Finally give the cheque book to the customers.
2.1.4 Balance checking and statement giving:
In this task, client comes to the customer service department to know their account’s net balance
and sometimes they want a statement from a given start date to an end date.
i. My task:
Fill up the Authorization form
for Balance checking & statement
Checking by the authorized officer
Giving sign with SIBL seal by
the officer

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Giving current net balance and
statement to customers
2.1.5 Collecting DESCO electric bill and data entry:
In this task clients come to our office and pay their home/industrial electric bill. The SIBL
authorized cashier collects that bill and keep one copy of received form. After collecting the
entire electricity bill with a following time (10am to 2pm) he/she gives me all receipt to input it
on the server.
As an intern I didn’t have proper authority to use any pc without their permission, that’s why
he/she login his/her organizational id so that I can input data to main server. After input all
electric bill I gave it to him/her for check.
Cashier collect bills from customers
Provide the bills copy to me
He/She login the organizational id to PC
Input the bills to server
Personally check the bills statement
Asking cashier for re-check
2.1.6 Direct phone call to customer for missing documents:
Sometimes clients forget to bring their relevant documents so, while opening an account they
cannot fulfill all the requirements to open that specific account. That time they request to keep
that account and tell us they will provide the relevant documents as soon as possible. So we keep
that account as incomplete account. After that some of the clients do don’t provide the
documents as they were ensure us. So we directly contact them over the phone for missing
documents.
My individual activities about this task:

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Direct call to clients
Greeting to them
Providing my identity
Asking for missing documents
Asking if he/she want to keep account or not
If not, clearly discussing for remove that account
If want to keep, provide the deadlines for submission of
the documents.
2.1.7 Other relevant activities:
 Photocopy some documents:
As an intern sometimes I was also involved in copying some documents.
Documents types are:
Clients NID
Fatca
KYC
Others documents
2.2 Organization Wide:
Although I did not do any activity in the following parts, but through observation I’ve came to
know the following activities which are done by this branch:
2.2.1 Outward clearing:
Outward cheques are those ones drawn on other bank branches which are presented on the
concerned branch for collection through clearing house of Bangladesh Bank. These cheques
are called outward cheques.

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2.2.2 Inward Clearing:
Inward cheques are those ones drawn the respective branch which have been presented on
other banks and will be cleared/honored through the clearing house of Bangladesh Bank. For
example the cheque drawn on SIBL Local Office Branch then the cheque is called inward
cheque of SIBL Local Office Branch. Branches shall send the cheques dishonored by them
supported by IBDA issued on Local Office/Main Branch, within Clearing House time schedule
for enabling Local Office/ Main Branch to return these instruments in the 2nd
Clearing House
(Return House).
2.2.3 Cheque Requisition:
Savings and current account holders need cheque book. Because those account holders deposit
and withdraw their money frequently. Without cheque book they cannot withdraw their money.
So realistically those account holders need cheque book for their transaction, for business and
personal purpose. When they opened their account there was a separate form for cheque book
requisition. Account holders needed to fill out that form for their account activation. Through
banking software (Ababil) I gave entry of cheque requisition.
2.2.4 Cheque Delivery:
After giving cheque requisition customers need to wait for their cheque book. After cheque
requisition normally it takes couple of working days to delivery cheque book to respective
customers. After that customers need to collect their cheque book from our branch.
2.2.5 Pay order issue:
The task starts when a customer comes to the bank to take pay order to send money to the
beneficiary by paying money in cash.
Explanation of the business process:
Fill up the Pay order issue form
Pay money to the cashier
Receive the Pay order issue form

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Write the pay order
Authorize the pay order by the
authorized officer
Give Pay order to the client

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Chapter 3: Constraints/Challenges
3.1 Observed in the organization:
During my internship in Social Islami Bank, I have learnt my things about general banking sector
and customer service department of General banking division. I have also observed and faced
few problems while working there. Few constraints that I observed and faced during my
internship are given below:
• There was no management in the customer service department; no officer had selected
services to serve to the customer. During my internship there was only one officer at the
customer service desk. Customer had been confused since arrived at the department for
service that who would give him/her service.
• Shortage of employees. There was shortage of employee in the customer service
department than the actual need to fulfil the customer demand for service. The one
selected officer sometimes leaves her desk for foreign remittance desk to serve the
customers.
• Sometimes internal officers of the Social Islami Bank Ltd. get anger with each other it
happen when they have a lots of work pressure.
• Less number of printer and photocopy machines. There was only one photocopy and one
printer for fulfilling the need of the entire customer service department, operation
manager, sometimes also cash and clearance department also.
• Slow speed of server. The processing speed of the server was very slow, sometimes
which causes hamper in the customer service.
• Mismanagement in the filing system. Sometimes there was causing some problem for
missing of files.
3.2 Mismatch between academic preparation and organizational
activity:
Throughout my BBA program I have completed many subjects those are related to organization
and management style. I did learn many thing in several courses about office environment and
behavior, how to treat with customer and give special service to make them happy. When I have

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started working in Social Islami Bank Ltd. I have noticed many things are not matching with my
academic learning.
I have learned there are typically three levels of management: top-level, middle-level, and first-
level but in Social Islami Bank Ltd. I have seen another level that is executive level. I have
learned that different department will do their own job but here I have seen except for cash
department all other department employees are not doing specific department job. I have
completed all the theoretical courses in AIUB but when I have entered the practical life means in
job I have faced many new things which are not taught in university.
MS Excel: In our university I got very little idea about excel. I just got only one practical class to
learn excel work in a subject. So one class is not good enough to learn excel work. Now-a-days
in almost in every office all works are done by excel. But in AIUB what I have learned about
Excel was not enough to do the work.
Computer LAB: In AIUB we did only few computer LAB class in a specific subject but now in
this modern world computer is the most important part in the office work.
Arrange workshop or study tour: In the time of my BBA program I got only one study tour,
but got some workshop and seminar. I think this is not enough for the students to enrich
themselves. So AIUB need to arrange more workshops for the students to get practical idea.
3.3 Limitations of the Study:
Time is an important issue in report writing. As I have given a specific deadline for submission,
observation and learning all the functions of the institution within only few months was really
tough. Besides, all the documents made, conclusions reached and suggestions for possible
improvement provided are purely based on my level of understanding, knowledge and my way
of interpreting a particular situation. Owing to the lack of information, I have to make some
assumptions that may cause few errors or mistakes in the report. Collecting data or information
from my related department was very challenging. In spite of all these limitations, I have tried to
put the best effort.

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Chapter 4: Learning
4.1 Lessons learned from the organization:
During the Internship program I had also learned some lessons that are really very important to
be a resourceful human. Some for applicable for organization and some make me resourceful
which I can apply in my future career. The lessons that I have learned during my internship
program is highlighted below:
 Knowledge Gather
It’s a big achievement for me to gathering knowledge through practical experience. Before
Internship, Knowledge is kept on only book. So this Internship opens the door to enter in the real
life challenges.
 Time management
I had to arrange, organize, schedule and budget time to complete a particular task which help me
to improve my time management skill that is related with effective work and productivity.
 Adjustment with the Work Place and Socialization:
While I was performing my internship program in the marketing department, I was being treated
as an employee like others in the organization. I got sufficient assistance from the working
people in terms of acquiring enough idea about their working strategy. This enhanced my
knowledge, skill and the power of implementing of my academic knowledge in a workplace. I
believe this is much quite important and also the whole program made me ready for starting my
professional career in the same environment.
 Communication :
As I was involved with activation program, the department helps me to meet with customer
service where the communication skill is one of the fundamental factors.

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 Organization culture:
It is required that a workplace could have people from different cultural background within it. It
was not the exception while I was working in SIBL. Mixing with the culture of the organization
and coping up with the people from different background really equipped me with knowledge of
workplace diversity. Additionally, the corporate culture of the company was really friendly and
co-operative for me during my whole internship program.
 Working Environment:
SIBL has an excellent working environment. This is very motivating to an employee. A good
working environment results in better performance. High level of work ethics is evident among
the employees. The employees feel free to work at any given level of pressure.
4.2 Work related learning:
The things I have learned from the entire internship program were really important. I have
learned a lot of thing about general banking activity of Social Islami Bank Ltd, some of them are
given below:
 How to open savings account.
 How to open school banking account.
 How to open current account.
 How to close different types of account, how customers are request to close their account.
 How to issue new cheque books to new account holder and how to issue cheque book for
the existing customer.
 How to give entry saving A/C, current A/C, School banking A/C, close account, cheque
issue etc. in the register book.
 Western Union’s money: I have learned how to give money to the customers when
someone sent money from abroad for them.
 How to match with office environment because it was first time I was working in any
office.
 How to deal with different customers. There are different types of customers so I needed
to make them understand in their own way.

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 How to follow office rules and regulation, how to maintain the office timing, how to
follow senior’s orders.
 How to open joint account and write pay order.
 How to open fixed deposit receipt (FDR).
 How apply for the debit card and how to fill up the form.
 M banking: It is an automatic SMS delivery system to the clients mobile when they
deposit or withdraw money in their account.
 How to find a file easily.
 How to follow up customers.
 How to input DESCO electric bill to the server.
4.3 Learning from the internship program:
This internship has improved my skills a lot in real life where I will need it every time and every
step. I didn’t realize it all of this time, but this position not only gave me as a positive learning
experience but a carry on my life as well as. University’s internship is helpful for my future
academic career, now I am much more responsible about at what kind of job can be much more
successful, how I am supposed to manage my whole career and of course how I am supposed to
communicate with other employees and many other additional affairs required for a job. I have
learned formal report format. Acquisition of academic information and practical job information
from different sources help me to prepare the report.

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Chapter 5: Conclusion &
Recommendations
5.1 Concluding Statement:
General Banking is one of the main departments of any bank. To take any banking services, one
has to fulfill all the requirements of this department first. The nature of the relationship between
a banker and a customer depends upon the service rendered by the personnel of general banking
department. General Banking department usually give optimum services to their customers
though they have some limitations. If the management of the bank can turn these limitations
positively then they can attain the ultimate goal. I am certain that the experience that I get
through my internship in Dhaka Bank will help me a lot in my future banking profession.
I got the opportunity to work in Social Islami Bank Ltd. (Begum Rokeya Sharani Branch) as an
intern from 26th May to 26th
August. I had the opportunity during the program to get a closure
look at the various general banking activities along with all other financial activities of the Social
Islami Bank Ltd. While doing this internship I have learned lots of new things, which was totally
unknown for me such as how to open different accounts, how to close the accounts, how to issue
cheque book, how to apply for debit card and how to fill up the form, how to give entry in the
registry book, how write a pay order, how to follow the office rules and regulations, how to work
with others as a team etc. During this program I have faced some problems when I have opened
different accounts, closed different accounts, deal with customers etc. There were some other
problems that I have faced such as the office environment was totally new for me and also the
branch was new, all employees were not co-operative and showed less willingness to teach me,
they did not give me the access to operate the computer so I did not learn anything about online
banking. Moreover in this three month internship program whatever I have learned it will be very
effective for the near future. The whole program helped me both understanding the banking
activities and increase my personal experience.

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5.2 Suggestions addressing the challenges
From the experience of the whole internship program Social Islami Bank Ltd. (Begum Rokeya
Sharani Branch), I must say it was a nice place to work with the cooperative people and office
environment was very good. But over there I have faced some problem for which I am giving
some suggestion below:
 First the bank employees who are in the account opening section need to tell all detail
about savings account to the customers when they come to collect information. So
customers will not face problem when they will come to open account. Account holders
when filling up the form make mistakes so bank employees should fill up the form and
they should make customers understand about current account.
 When customer open the account the bank employees need to tell them clearly when they
should come to collect the cheque book, about their sign, they should come to apply for
the new book when they have 3 cheques in their existing book. If the customers do not
know all this at the time of account opening, this will create problem in future.
 For most of the intern students, it is a problem to adopt with the new environment
because work place is always different from other place so bank should do something to
make intern students comfortable with the environment. They can have someone who
will co-ordinate or supervise the intern students.
 It is very simple that everyone is not the same, some people are not co-operative by
nature. It creates a problem for intern students so bank employees should be supportive
and co-operative with the intern students.
 Bank employees should give access to computers to the intern students. At least they can
show how to activate accounts, debit card, pay order etc. because it is very important to
know the technical stuffs of the bank.
 Sometimes I observed that bank face liquidity problem. Customers come to withdraw
their money and bank cannot give them all money in cash, they need to bring money
from other branches or give them pay order so bank should reserve sufficient cash in all
branches.

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5.3 suggestions for the university:
I have some suggestion to my university on behalf of myself for the problem I face during my
internship program in SIBL. Those are:
 AIUB should organize field level workshop. So that the student can get used to with
practical situation on dealing with a customer that will also help the student to get
confident to manage them.
 Study tour can be a better solution for this situation. That practical works helps a student
to get more knowledge. So there should be more field work and more visit on
organization.

Final Report Chapter 1-5

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