this is for helping purpose for aiub studunt

4. Letter of Transmittal
December 06, 2018
To
Mr. R Tareque Moudud
American International University-Bangladesh (AIUB)
408/1, Kuratoli, Khilkhet, Dhaka 1229
Subject: Submission of Final Internship Affiliation Report
Dear Sir,
I have completed my 3-month internship period at Agrani Bank Ltd. (Islampur road Branch) and
would like to submit my internship report on “Value Creation by Offering Superior Services in
the Foreign Exchange Department of A Retail Commercial Bank: A Study on Agarani Bank Ltd,
Islampur Road Branch, Dhaka.” as per your requirements. In preparing this report, I have tried
almost to include all the relevant information and analysis to make the report comprehensive as
well as workable one, and in doing so have tried my utmost to live up to your standards.
May I, Therefore, wish and hope that you would be gracious enough to accept my effort and
Oblige thereby.
Yours Sincerely
Saha, Sudipta
ID: 17-90255-2
Major: Accounting
Masters of Business Administration (MBA)

5. i
ACKNOWLEDGMENT
First of all, I would like to thank almighty God for his grace in accomplishing my internship report
on time. I would like to express my gratitude to my academic supervisor Mr. Partha Prasad
Chowdhury from the core of my heart for his kind support, guidance, constructive, supervision,
instructions and advice and for motivating me to do this report.
I am also thankful to all employees of Agrani Bank limited at Islampur road Branch for giving me
the opportunity to conduct the internship in Agrani Bank Ltd. I would like to thank to Senior officer
Mr. Md. Nuronnabi for supervising me and providing various key information and giving me the
path to write a fruitful report. I am also grateful to the employees of all departments for their cordial
acceptance. They have been very helpful in showing me the work process and provided relevant
information for my report whenever I approached. It was a great opportunity to do internship in
such an organization. The experience I have gathered will be a privilege for my future career
planning.

6. ii
EXECUTIVE SUMMARY
The purpose this report to fulfilling the requirement of internship program which is a course of
Aiub. The topic of this report is “Value Creation by Offering Superior Services in the Foreign
Exchange Department of a Retail Commercial Bank: A Study on Agrani bank LTD, Islampur Road
Branch, Dhaka” the specific objective of this report is to highlight service offerings and functional
activities of foreign exchange department of Agrani Bank, Islampur road branch. To highlight the
activities of foreign exchange department those, create additional value for the customer. To
identify the shortcomings/weaknesses of foreign exchange department of Agrani Bank, Islampur
road Branch and to provide suggestions to provide superior service for customer satisfaction.
The key findings of this report are as follows:
➢ Activities of foreign exchange department those create additional value for customers are
Building Relationships, L/C Opening, Export processing: Back to Back and Local L/C,
Dollar sale and purchase, Loan facilities.
➢ The shortcomings of foreign exchange department of Agrani Bank Ltd Islampur road
Branch are Lack of Proper Motivation, Training and Job Rotation., Lack of experienced
employees in junior level management., Lack of own ATM services.
➢ Suggestions to Provide Superior Service for Customer Satisfaction are Since the import-
export business have the highest contribution to the profitability of the bank, it should take
special attention, Skilled manpower in the line of import-export business must be
accomplished through proper training, remuneration and job satisfaction., Performance
measurement programs can be introduced to measure the performance of the officers
involved in foreign exchange process.
All the activities of foreign exchange department in short receiving and transferring money of
Agrani bank Ltd for that it has maintain some kind of foreign currency account at foreign bank
Agrani Bank should always monitor the performance of its competitors in the field of foreign trade.

7. TABLE OF CONTENTS
Executive Summary II
1.0 Introduction 1
1.1 Rationale 1
1.2 Objectives of the study 2
1.3 Background 3
1.3.1 History of Agrani Bank Limited 3
1.3.2 Organization: At a Glance 4
1.3.3 Vision, Mission, Goal & Objectives and
Corporate slogan Agrani Bank Limited 5
1.3.4 Management & Organizational Structure 5
1.3.5 Product Portfolio/Product Offerings of Agrani bank 6
1.3.6 Interest Rates of Agrani bank 7
1.3.7 Distribution System/ Branch Network
of Agrani Bank Ltd 8
1.3.8 Key Competitors 9
1.3.9 SWOT Analysis of the Organization 10
1.3.10 Financial Reports 11
2.0 Activities Undertaken
2.1 Work-related Activities
2.1.1 Foreign Exchange Activities of Agrani Bank Ltd
Islampur Road Branch 14
2.1.1.1 Foreign Exchange 14
2.1.1.2 Foreign Exchange Accounts 14
2.1.1.3 Functions of Foreign Exchange Department 16
2.1.1.4 Import Procedure 16
2.1.1.5 Export Procedure 18
2.1.1.6 Foreign remittance department 18

8. 2.1.1.7 Money Transfer by Remittance Company 19
2.1.2 Activities of Foreign Exchange Department
Those Create Additional Value for Customers 19
2.1.3 The Weaknesses of Foreign Exchange
Department of Agrani Bank, Islampur Road Branch 20
2.1.4 Suggestions to Provide Superior Service
for Customer Satisfaction. 20
2.2 Other-relevant Activities
2.2.1 General Banking Activities 20
2.2.2 Loan and advance department activities 21
3.0 Constraints/ Challenges
3.1 Identified in the Organization 24
3.2 Academic Preparation 24
3.3 Missing Knowledge and Skills 25
4.0 Lessons Learned from the Internship Program 26
5.0 Concluding Statements
5.1 Summary 27
5.2 Suggestions 28
References
Appendix

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1.0 INTRODUCTION
1.1 Rationale
Firstly, internship is a partial requirement of MBA program, I am currently working as an Intern
in a renowned financial institution named “Agrani Bank Limited”. Till the period of my internship,
I am working in several departments. I had spent most of the time working Foreign Exchange
department. I am preparing this report concentrating on the Foreign Exchange department of
Agrani Bank Limited. On this report, I will represent all of the bank’s facility provided to the
valuable customers. Moreover, I will have come up with some findings and recommendations
based in the experience gathered.
It is mandatory to complete a 10/12-week internship program in order to complete the MBA
program. But I get permission for two-month internship. As per the instruction of internship
supervisor, I was devoted to learn the banking operation of Agrani Bank Limited. During the tenure
of my internship program, I worked in three sections of banking. Those are foreign exchange,
general banking section, Advance section, section However, I have worked more sincerely in
foreign exchange department in particular. Based on the learning and practical experience, I have
prepared this report. It is also mandatory to submit a report to the bank.
Generally, it seems to me that lending and borrowing money is the main activity of bank, other
than that there have been lots of activities accomplished by banks and those activities require skill,
knowledge and pure professionalism. An MBA graduate with required theoretical knowledge,
where, to gain up-to-date skill, practical experience internship in banking business completes the
roadmap for a student to his/her for continuing the journey in the rapid changing business and
gaining the required professionalism.
After all this report will certainly help me to develop my professional career in banking sector to
build career.

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1.2 Objectives
The specific objectives of this report are as follows.
➢ To highlight service offerings and functional activities of foreign exchange department
of Agrani Bank, Islampur road branch.
➢ To highlight the activities of foreign exchange department those create additional value
for the customer.
➢ To identify the shortcomings/weaknesses of foreign exchange department of Agrani
Bank, Islampur road Branch and to provide suggestions to provide superior service for
customer satisfaction.

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1.2 Background
Agrani Bank Limited, a leading commercial bank strategically located in almost all the commercial
areas throughout Bangladesh, overseas Exchange Houses and hundreds of overseas
Correspondents, came into being as a Public Limited Company on May 17, 2007 with a view to
take over the business, assets, liabilities, rights and obligations of the Agrani Bank which emerged
as a nationalized commercial bank in 1972 immediately after the emergence of Bangladesh as an
independent state. Agrani Bank Limited started functioning as a going concern basis through a
Vendors Agreement signed between the ministry of finance, Government of the People's Republic
of Bangladesh on behalf of the former Agrani Bank and the Board of Directors of Agrani Bank
Limited on November 15, 2007 with retrospective effect from 01 July, 2007. Agrani Bank Limited
is governed by a Board of Directors consisting of 12 (twelve) members headed by a Chairman.
The Bank is headed by the Managing Director & Chief Executive Officer; Managing Director is
assisted by Deputy Managing Directors and General Managers. The bank has 11 Circle offices, 34
Divisions in head office, 62 zonal offices and 941 branches including 27 corporate and 40 AD
(authorized dealer) branches.
1.3.1 History of Agrani Bank Limited
Agrani bank, in pursuance of Bangladesh banks (nationalization) order 1972 (P.O. No-26 of
1972) came into being in 1971 taking over the assets and liabilities of the east while Habib bank
ltd. And commerce bank ltd. Functioning in the then East Pakistan. The bank started operation
with 249 branches with its head office in Dhaka. In principle, it changed its motto from class
banking to mass banking. As there had been poor banking structure and it failed to build sound
banking infrastructure by local entrepreneurs before independence and the newly born independent
country was down with enormous economic problem, the new govt. Agrani Bank being one of the
largest nationalized commercial banks must shoulder the responsibility of expanding its network
in rural area. Presently bank has its 561 branches out of total 941 branches located in rural areas
implementing as many as 29 programs targeting rural people. During my internship at Agrani Bank
Ltd, I was placed in the Agrani Bank Limited Islampur branch. I enjoyed my total working with
the young, skilled & professional employees and earn my knowledge regarding financial and non-
financial performance of Agrani Bank ltd. Bangladesh. Agrani Bank Limited among all state-
owned commercial banks achieved prestigious award for rendering stellar service to operational
excellence especially in Straight- through Processing (STP). In a letter addressed to the Managing
Director & CEO of Agrani Bank Limited Citibank, N.A. USA appreciated him and his team for
achieving this high standard of excellence. The officials of Citibank, N.A. handed over the “2017
Performance Excellence Award” at the Board Room of Agrani Bank Limited on 17 October 2018.
Agrani Bank is honoured with Bangladesh Bank Award for collecting highest foreign remittance
that is 10606 crore taka in 2017 among the State Owned Commercial Banks in Bangladesh. Mr.
Mohammad Shams-Ul Islam, Managing Director and CEO of Agrani Bank Limited receives the

12. 4 | P a g e
award from the Finance Minister Mr Abul Mal Abdul Muhit in a splendid occasion held in
Bangladesh Bank Training Academy on 20. 09.2018.
1.3.2 Organization: At a Glance
Table-1: Agrani Bank Limited: At a glance (source Agrani bank annual report 2017)
Genesis Agrani Bank Ltd (ABL) was incorporated as a state-owned Commercial
Bank (SCB) on May 17 2007 under the companies act 1994. Agrani
bank emerged as a Nationalized Commercial Bank (NCB) following the
Bangladesh Bank (Nationalization) order 1972. On a going concern
basis ABL took over the business, assets, liabilities, rights and
obligations of Agrani Bank through a vendor agreement signed on 15
November 2007 between the ministry of finance of the people republic
of Bangladesh and the board of directors of ABL with respective effect
from 1 July 2007.
Legal status Public Limited Company (governed by the Bank Companies Act 1991)
Chairman ZaidBakht, PHD
Managing Director& CEO Mohammad Shams-Ul Islam
Company Secretary Khandaker Sajedul Haque
Registered Office 910, Dilkusha Commercial Area, Dhaka-1000, Bangladesh
Authorized Capital Tk. 2500.00 Crore
Paid Up Capital Tk 2,072.29 Crore
Operating Profit Tk. 813 crore
Employees 12,798 (10207 officers and 3207 staffs)
Branches 941 (online 820)
Subsidiary Company 6
Phone +88-02-9556153-4, +88-02-9566160-9
Fax +88-02-9562346, +88-02-9563658
SWIFT AGBKBDDH

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Website www.agranibank.org
E-mail agrani@agranibank.org, info@agranibank.org
1.3.3 Vision, Mission, Goal & Objectives and Corporate Slogans of Agrani Bank Limited
Vision
To become the best leading state-owned commercial bank of Bangladesh operating at international
level of efficiency, quality, sound management, customer service and strong liquidity.
Mission
To operate ethically and fairly within the stringent framework set by our regulators and to
assimilate ideas and lessons from best practices to improve our business policies and procedures
to the benefit of our customers and employees.
Strategic Objectives
➢ Winning at least 6.50 percent share of deposits and 5.50 percent share of loans and
➢ advance of Bangladesh market.
➢ Gaining competitive advantage by lowering overall cost compared to that of
competitors.
➢ Overtaking competitors by proving quality customer service.
➢ Achieving technological leadership among the peer group.
➢ Strengthening the Bank’s brand recognition.
➢ Contributing towards the economic well-being of the country by focusing particularly
on
➢ SME and agricultural Sectors.
➢ Strengthening research capability for innovative product
The Slogan of Agrani Bank Limited is “Committed to serve the nation”
1.3.4 Management & Organizational Structure
Board of Directors: In Agrani bank limited, the board of directors has been conceived as the
sources of all power headed by its Chairman. It is a legislative body of the bank. Board can delegate
its power and authority to professional but cannot delegate, relinquish or avoid their
responsibilities.
Board of director of Agrani bank
Dr. Zaid Bakht: Chairman

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Mr. Gokul Chand Das: Director
Mrs.Sangita Ahmed: Director
Mr. Shameem Ahsan: Director
Mrs. Hasina Newaaz: Director
Dr. Nitai Chandra Nag: Director
Mr. Md. Ashiqul Hoque Chawdhury: Director
Mr. Kashem Humayun: Director
Md. Ansar Ali Khan: Director
Mr. Mohammad Shams-Ul Islam: Managing Director & CEO
Hierarchy of Agrani bank
Figure-1: Organization Charts of Agrani Bank
1.3.5 Product Portfolio/Product Offerings of Agrani bank
1) Deposit: Taka Account, Foreign Currency Account

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2) Loans and Advances Continuous Loan, Term Loan, Rural and Agro Credit, Small and
Medium Enterprise Loan, Import Finance, Export Finance
3) Treasury: Money Market, Foreign Exchange Market
4) Letter of Credit
5) Letter of Guarantee
6) Other Foreign Exchange Service
7) Cash Service
8) Fund Transfer
9) Value Added Service
10) Islamic Banking Service: Deposit, Investment
1.3.6 Interest Rates of Agrani bank
Table-2: Interest Rate (Source Agrani Bank Website)

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1.3.7 Distribution System/ Branch Network of Agrani Bank Ltd

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Figure-2 Branch Network of Agrani Bank Ltd (Source: Agrani bank Ltd annual report 2017)

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1.3.8 Key Competitors
As Agrani bank limited is the state-owned bank all state owns and private banks are the competitors
Agrani bank Ltd. Such as HSBS, Bank Asia, pubali bank etc.
1.3.9 SWOT Analysis of the Organization
SWOT Analysis is the detailed strategy of an organization’s exposure and potential in perspective
of its strength, weakness, opportunity and threat. This analysis used the organization to make their
existing line of performance also foresee the future to improve their performance in comparison
to their competitors. I identify following strength, weakness, opportunity, threat of Agrani bank
limited those are presented as follows.
Strengths
➢ Energetic as well as smart team work
➢ Good Management
➢ Lending rate is relatively competitive
➢ Cooperation with each other
➢ Good banker-customer relationship
➢ Strong Financial Position
➢ Huge business area
➢ Service charges are comparatively reasonable.
➢ Strong corporate identity
➢ Young enthusiastic workforce
➢ Empowered Work force
Weaknesses
➢ Lack of proper motivation, training and job rotation
➢ Lack of experienced employees in junior level management
➢ Lack of own ATM services

19. 11 | P a g e
➢ Tendency to leave the bank in quest of flexible environment
➢ Lack of proficient manpower in some department
➢ Limited advertising and publicity of banks products and activities
➢ Absence of strong marketing activities
➢ Office environment is not good as private bank environment
➢ High charges of L/C
Opportunities
➢ Growth of sales volume
➢ Change in political environment
➢ Launching own ATM card services
➢ Expansion of banking services into other different services
➢ Expansion branches of online
➢ Experienced Managers
Threats
➢ Upcoming Banks/Branches
➢ Different services of FCB‟S (Phone Banking/Home Ban king)
➢ Similar products are offered by other banks
➢ Default Loans
➢ Financial Crisis
➢ Existing card services of Standard Chartered Bank or another private Bank
➢ Recession of global economy
➢ Intensification of competition in the industry

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1.3.10 Financial Reports
The financial report is presented as per Annual report 2017 of Agrani Bank Ltd. The consolidated
cash flow statement, profit and loss account, Balance sheet are presented as follows.
Figure-3 profit and loss account of Agrani bank Ltd

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Figure-4 Consolidated Cash Flow Statement of Agrani bank Ltd

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Figure-5 Balance sheet of Agrani bank Ltd

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2.0 ACTIVITIES UNDERTAKEN
2.1 Work-Related Activities
During my organizational attachment at Agrani Bank Limited Islampur Road Branch I was
introduced in different functional department but mainly focus on foreign excise department as per
objective of my study of my work-related activities. Those are described as follows:
2.1.1 Foreign Exchange Activities of Agrani Bank Ltd Islampur Road Branch
2.1.1.1 Foreign Exchange
Foreign exchange means foreign currency and includes all deposits. Foreign trade can be easily
defined as a business activity, which transcends national boundaries. Foreign trade can usually be
justified on the principle of comparative advantage. It is economic profitable for a country to
specialized in the production of that commodity in which the producers have the greater
comparative advantage and to allow the other country to produce that commodity in which it has
the lesser comparative advantage. In order to conduct foreign exchange operation systematically
and methodically the Foreign Exchange Regulation (FER) Act, 1947 enacted on the 11th march
1947 for regulating receipts and payments and dealings in the foreign exchange and securities.
Basic regulations for conducting foreign exchange operation are issued by the Government as well
as by the Bangladesh Bank. Foreign exchange is a process which converts one national currency
into another and transfer money from one country to other countries. Foreign exchange is that
section of economic science which deals with the means and method by which right to wealth in
one country’s currency are converted into right to wealth in term of another country’s currency.
2.1.1.2 Foreign Exchange Accounts
Nostro Account: Nostro account means “our account with you”. A nostro account is a foreign
currency account of Agrani Bank maintained by its foreign correspondents abroad.
Vostro Account : Vostro account means “your account with us”. The account maintained with
foreign correspondent in Agrani Bank of a particular country is known as vostro account.
Loro Account: Loro account means “their account with you”. Account maintained by third party
is known as Loro account.
Foreign Exchange Services : ABL is rendering various kinds of services in international
transaction of their clients. Some are described below:
L /C Opening: Bangladesh is mainly an import-oriented country. So, L/C is a very important
import document which is issued by ABL. In international market, two parties are not known to

24. 16 | P a g e
each other. The importers of Bangladesh give an L/C to exporters of foreign country to give the
assurance of payment. ABL is opening L/C in favor of their clients.
Export Processing: When exporters’ foreign document comes to ABL, ABL collects payment
from foreign bank for its party. ABL purchase bill if their party will need early cash.
Advising of Export L/C: The advising bank getting the import L/C sent by the issuing bank
located abroad will advise the L/C to the beneficiary without any engagement or responsibility on
their part. It will see the following only:
➢ Issuing bank should be a reputed bank.
➢ Credit line/ Arrangement with the L/C issuing bank.
➢ L/C clause is to be acceptable to confirming bank.
➢ Approval from the competent authority for adding confirmation of export L/C
➢ Confirmation charges are to be recovered as per rules.
Negotiating of Export L/C: Documents / papers to be submitted by exporter to bank for
negotiation/ collection against export L/C. The exporters submit the documents to bank as per
requirement of bank. Agrani Bank must scrutinize all the documents stipulated in the credit with
reasonable care to ascertain whether they confirm with the terms of the credit, the bank may
negotiate and pay the value of export bill to the exporter.
2.4.5 Loan facilities: Loan facility is given to clients to help in foreign exchange. Different types
of loan facilities are - (I) CC (ii) LTR (iii) LIM (iv) Sanction of L/C.
Dollar sale and purchase: ABL sells dollar against passport. The rate of exchange is given by
Bangladesh Bank which is changed every day.
Service Provided by Agrani Bank against Export L/C
➢ OD buying rate (Sight Draft)
➢ Usage rate (For DA Bill)
➢ Appropriate rate (For DP Bill)

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2.1.1.3 Functions of Foreign Exchange Department
Figure 6: Foreign exchange department of Agrani bank Ltd. Islampur branch
2.1.1.4 Import Procedure: When a country orders to purchase the goods from the other country
in order to the scarcity then it is called import. According to import and export control act, 1950
the office of chief controller of import and export provides the import registration certificate (IRC)
to the importer. After obtaining this, person has to secure a letter of credit authorization (ICA).
And then a person becomes a qualified importer. He is the person who requests or instructs. The
opening bank to open an L/C He is also called applicant of the credit. The things I have done
Import procedure are discussed as follows:
Letter of credit: The most important of the payment’s methods used universally is a Letter of
credit, which serves as a bridge between bulkers and sellers around the world in the exchange of
goods and commodities. So, when the L/C is created I check the L/C number, Beneficiary name,
Applicant's name, quantity, commodities, l ERC number and the amount for more accuracy.
L/C using In Bulk and Bangladesh Bank: When the importer issued a LC then I have issued the
LC in Bulk and Bangladesh Bank Import monitoring system. In that time, I had to concentrate in
many sectors as I am issuing the L/C in Bangladesh Bank. I cover all important particulars like
value and quantity of goods, the due date for shipment, method of payment etc. Here some contains
details given below:
➢ L/C form contains the details about applicant and beneficiary. Total L/C amount country
of origin means the products manufacturing areas, types of payment moods. i.e. (At sight,
Agrani Bank Ltd.
Foreign Exchange
Department
Import
Department
Export
Department
Remittance
Department

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DAF, CFR, FOB, Negotiation, and Acceptance etc.). Port of shipment, and date of
shipment. Insurance cover note policy also been mentioned. Draft amount, equivalent taka
of BD, margin, charges, commission, and other charges.
➢ Immediate Payment Service (IMP) form is containing H.S code (Harmonize system code),
it implies to categories of product, Quantity of goods, Invoice value, Registration no. of
LC authorization with Bangladesh Bank Registration unit and the carrier name like air or
boat and other terms and conditions.
➢ LCA form (Letter of credit authorization) which includes different rules and regulation
about the imported items and imports.
revocable letter of credit: A revocable letter of credit may be cancelled or modified after its date
of issue, so when it was necessary to changes or modified, I changed it on Bulk as well as in
Bangladesh Bank.
Helping in bill of exchange & Bill of Lading: For the Import section my task was to find out the
bill of exchange and bill of lading and match them according to number. As I was instructed to
find out specific bill of exchange and bill of lading of some clients in Bank.
Filing different LC related Documents: In Filing different L/C related documents one of the
major tasks was done by daily basis. The other task was to write L/C number, Date and amount in
different L/C related documents.
Pre-Shipment inspection I check all the imported files have comprised in each original document
according to L/C. There is an anointed inspection from Importer as an agent whose responsibility
is observe and examining, the entire product quality, packing net weight of the product and
scanning the durability before shifted on the board usually Agrani bank Ltd works on behalf of
importer by a certain amount charge.
2.1.1.5 Export Procedure: when a country sells the product to the other country after fulfill the
self-demand then it is called export. Export trade can be enormous contribution on the national
economy. The export trade of the country is regulated by the Import and Export control Act. 1950
There are a number of formalities. which an exporter has to fulfill before and after shipment of
goods.
Preparing Export Permit Form (Exp): In preparing EXP my task was Posting issue. Duplicate
and Triplicate via Bangladesh Bank Export monitoring system. Preparing EXP form was a lot of
work but I still managed to finish it time and saved a lot of time for the employees for another
important task.
Realization: Realization of export proceeds was one of the main tasks I had done for the Bank. It
is done on daily basis. It is part of Rooming. I had to realize specific amount and put it on FDBC
register. The day this amount was realized has to be mentioned also.
Reporting: In Reporting the major task was to record the information about the exporters and
exported transaction. Mainly it is done in the last ten days of the month and while the mooning is

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going on, I was instructed to give this task a high importance as it will be checked by Bangladesh
Bank.
Foreign Demand Draft (FDD): A foreign demand draft is a negotiable instrument issued by a
Bank drawn on other Bank with the instruction to pay of certain amount to the beneficiary &
demand. In preparing FDD I tried to find out Drawer/Beneficiary/Seller name. The other part was
writing to full address of the bank so that the draft is send to the right destination.
Maintaining different registers: Foreign documentary bill collection (FDBC) and Foreign
Documentary Bill Purchase (FDBP) register book was the main two register that I had to update
daily basis. The other register book was Local Documentary Bills for Collection in which I had to
give Drawer, Drawee name, Amount realized etc.
Endorsement of different papers: Endorsement of different papers was done by me by giving
seal in back of the bill of exchange of different paper and obtaining signature of the authorized
person.
Advising L/C: When export L/C is transmitted to the bank for advising, I send an advising letter
by email to the beneficiary show that L/C has been issued.
Documents collection: When the Exporter prepares the required documents for forwarding, I
check the document is according to mentioned in UC or not. Such as:
➢ Bill of exchange: The way of collecting export payment to the importer
➢ BM or Lading: A bill of lading is a document issued by the shipping company or its agent,
acknowledging the receipts of goods.
➢ Insurance policy: In case of any accident the product since the conveying period, according
to insurance policy the insurance company will bound to compensate the deranges product.
➢ Certificate of origin: A certificate of origin declares the place of actual manufacturer or
growth of the goods.
➢ Inspection certificate: These confiscates ensure the product accuracy according to L/C.
➢ Commercial invoice: A list, in which contain the total description about the product.
➢ Packing list: The list would contain the details of goods contained in individual packages.
➢ Full set of documents: The document to collected from or endorsed by the customs house.
2.1.1.6 Foreign remittance department: Agrani Bank Islampur road branch is an authorized
dealer. Foreign remittance represents of foreign currency receiving and converting. There are two
types of foreign remittance, Inward remittance and outward remittance.
Inward Foreign Remittance: In which remittance is come inside country, from the outside
through Foreign TT, Foreign demand draft, Mail Transfer (MT) etc. with the various purpose such
as wage-earning remittance means when people send money for family purpose. When the
remittance comes, I called the client about their payment credited in their account and updated on
the Inward Remittance with the payment amount in USD. Purpose of Inward remittance can be
Family Maintenance, Indenting commission/Agency Commission/recurring agents commission,
Realization of export proceeds, Donation/gift, Export brokers commission etc.

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Outward Remittance: In which remittance is going out from our country that is called outward
remittance. Purpose of Outward remittance can be Education Purpose, Import Purpose fees etc.
2.1.1.7 Money Transfer by Remittance Company
Agrani Bank Ltd has contact with online money transfer companies. They have 50:50 profit
sharing contracts. The receiver need not to any give chance to bank. The online companies are-
➢ Western Union.
➢ Money gram.
➢ Xpress money payment.
➢ ABL quick pay.
➢ Cash express.
Western Union money transfer is very popular in Bangladesh. ABL is first to contract with Western
Union. As a result, inward remittance can come to Bangladesh in a minute from anywhere of the
world. People can collect from any branch of ABL from Bangladesh. For it the receiver doesn’t
need any bank account with ABL and they don’t need to pay money.
2.1.2 Activities of Foreign Exchange Department Those Create Additional Value for
Customers.
Agrani Bank Ltd is rendering various kinds of services in international transaction of their clients.
Some are described below:
Building Relationships: Agrani Bank LTD provides a broad range of foreign exchange services
designed to meet customers' needs. Whether your company is new to the international business
arena, expanding into new markets or managing a complex network of global partners, Agrani
bank will help you design and execute an appropriate risk management strategy.
L/C Opening: Bangladesh is mainly an import-oriented country. So, L/C is a very important
import document which is issued by Bank. In international market two parties are not known to
each other. The importers of Bangladesh give an L/C to exporters of foreign country to give the
assurance of payment. ABL is opening L/C in favor of their clients.
Export processing: When exporter’s foreign document comes to Agrani Bank LTD (ABL) It
collect payment from foreign bank for its party. ABL purchase bill if their party need early
cash.
Back to Back and Local L/C: In against of export L/C ABL give the facility to open Back to
Back and Local L/C
Dollar sale and purchase: ABL sale dollar against passport. The rate of exchange is given by
Bangladesh Bank which is changed every day.
Loan facilities: Loan facility is given to clients to help in foreign exchange. Different types of
loan facility are CC, LTR, LIM, Sanction of L/C etc.

29. 21 | P a g e
2.1.3 The Weaknesses of Foreign Exchange Department of Agrani Bank, Islampur Road
Branch
The shortcomings of foreign exchange department of Agrani Bank Ltd Islampur road Branch are
as follows
➢ Lack of Proper Motivation, Training and Job Rotation.
➢ Lack of experienced employees in junior level management.
➢ Lack of own ATM services.
➢ Tendency to leave the bank in quest of flexible environment.
➢ Lack of proficient manpower in some department.
2.1.4 Suggestions to Provide Superior Service for Customer Satisfaction.
➢ Since the import-export business have the highest contribution to the profitability of
the bank, it should take special attention.
➢ Skilled manpower in the line of import-export business must be accomplished through
proper training, remuneration and job satisfaction.
➢ Performance measurement programs can be introduced to measure the performance of
the officers involved in foreign exchange process.
➢ Agrani Bank should always monitor the performance of its competitors in the field of
foreign trade.
➢ For customer's convenience in Foreign Exchange Department of Agrani Bank Ltd.
should provide more personnel to deliver faster services to their honorable customer.
➢ To deliver quality service, top management should try to mitigate the gap between
customers.
2.2 Other Related Activities
During my internship I go through the other related activities of agrani bank Ltd at Islampur branch
those described as follows:
2.2.1 General Banking Activities
Every branch has some section for performing particulars operational function. That is why every
section performs some particular functions so that the potential customer, present customer can
get service from particular section of. Agrani Bank Ltd (ABL), Islampur road branch has also some
sections that are mentioned below.
Cash Section: In this section activities are Cash receive Cash payment.
Computer Section: In this section activities are Posting Signature verification Recording of
information of new accountholders Providing account statement etc.

30. 22 | P a g e
Account opening section: Provide information about account opening and account closed,
Enrolled new account.
Local Remittance Section: In this section activities are PO issue, DD issue, TT issue etc. holders
etc.
Accounts Section: In this section activities are Providing information about loan and Formalities
maintenance of loan and advance, Preparation of salary sheet, preparing of daily, weekly position
statement, Preparing of daily statement of affair etc.
2.2.2 Loan and advance department activities
Definition of Loan: The term loan‟ refers to the amount borrowed by one person from another.
The amount is in the nature of loan and refers to the sum paid to the borrower. Thus, from the view
point of borrower, it is „borrowing‟ and from the view point of bank, it is „lending‟. Loan may be
regarded as „credit‟ granted where the money is disbursed and its recovery is made on a later date.
It is a debt for the borrower. While granting loans, credit is given for a definite purpose and for a
predetermined period. Interest is charged on the loan at agreed rate and intervals of payment.
Definition of Advance: Advance is a „credit facility‟ granted by the bank. Banks grant advances
largely for short-term purposes, such as purchase of goods traded in and meeting other short-term
trading liabilities. There is a sense of debt in loan, whereas an advance is a facility being availed
of by the borrower. However, like loans, advances are also to be repaid Thus a credit facility-
repayable.
Types of Loan and Advance: Bank is a set-vice as well as profit-oriented organization. So,
making of loan and advance have always been prominent and profitable function of a bank.
Sanctioning credit to customers and others out of the funds at its disposal is one of the principal
services of a modern bank. Advances made in bank in different natures, such as, Cash Credit (CC),
Overdrafts, Small-loans, Demand loans, Bills purchased and discounted, Home building loans and
staff loans etc. Bank deals with the money from the deposits repayable on demand.
To record loan: party loan account……. Debit
Bank account…………. Credit

31. 24
3.0 CHALLENGES/ CONSTRAINTS
3.1 Identified in the Organization
During my 3-months long internship program at Agrani Bank Limited (Islampur road branch) I
identified some constant and challenges of organisation of the key challenges and limitation are
listed as bellow.
➢ Islampur Branch needs to depends on Head Office for decision making.
➢ Not enough promotional activities.
➢ often Trading software also creates problem in times of trading. That is the most
alarming problem. It may delay the purchase time as well error purchasing.
➢ In client service department they can’t manage the entire document properly.
➢ There is too much burden on employees
➢ Agrani bank has more and high fees and charges compared to its rivals in margin loan
➢ No emphasize on customer satisfaction
➢ Accommodation problem during service getting time of customer
➢ CBA and officer somiti is big problem of this bank.
Above mentioned points are based on by own views.
3.2 Academic Preparation
During my MBA program at AIUB I have acquired theoretical knowledge good number of core
and major courses. I started to do work at again bank limited where I have gained real life
experiences during my organizational attachment, I have observed some mismatches between my
theoretical knowledge and real-life experiences which are mentioned as follows.
➢ We studied proper division of work but in Agrani Bank general employees have to all kind
of official work other than cast department employees.
➢ We learn from principales of management that if an employee does overtime, the
employee’s will get double amount of payment on the basis of his basic salary payment but
in Agrani bank employees who work over time is been paid only 45 Taka right now.
➢ In bank there is a rule about cash transaction time it says that cast transaction should be
from 10 am to 4 pm but in reality, after 4 pm clients some time demand cash transaction
and bank have to do that.

32. 25
➢ We learn that every employee should know the goal of organization but in reality, the
employees of the Agrani Bank hardly know about it.
➢ Sometime employees are trying to ignore clients.
Although lack of academic preparation still I am hopeful about building career in banking sector.
3.3 Missing Knowledge and Skills
Though I have acquired theoretical knowledge and Skill from my academic institution but I started
to do work in commercial organisation. I realised that I have some missing knowledge and skills
to develop required career the missing knowledge and skill are as follows.
➢ Lack of communication and presentation skill.
➢ Lack of skill to negotiate and deal with customers
➢ Lack of skill to convince customer
➢ Advanced MS office skill
➢ Lack of knowledge about corporate culture
➢ Foreign exchange department related course
➢ Lack of Adjustment of work environment
➢ Lack of Software Knowledge
Regardless above-mentioned point everything is fine.

33. 26
4.0 LESSON LEARNED FROM THE INTERNSHIP PROGRAM
As an Intern I worked in Agrani Bank Islampur road branch During my internship program in this
organization I have acquired some valuable knowledge and skills which a follows:
➢ Organization culture: From my internship program I have learned so many things about
Agrani bank limited. For example, I have come to know about the Background of the
Organization, Vision, Mission, Management Level of Agrani bank limited etc.
➢ Work environment: I have gathered knowledge about work environment of bank.
Because work environment is slightly different from educational environment.
➢ Communication skill: I have learned the communication skill that is used in bank.
Communication skill is very important for providing service to customer.
➢ Time management: I have learned different Time management rules & regulations of
banking activities.
➢ Professionalism: What I have learned in the university, I have used them in my internship
program.
➢ Networking: I have learned how to build network in work environment from internship
program
➢ How to work in as a team: Team work is very important for the organization. I learned
team work from the internship program.
➢ Credible relation with customers: Building relationship with customer is very important,
I learnt how make relationship with customer from internship program.
➢ Presentation skills: In office environment presentation skill is must I enhance my
presentation skill from internship program.
➢ Advanced Knowledge on MS-Office: In bank there are lot of work done in MS office in
internship program I enhance my MS- office knowledge.
➢ How to provide service to the customer: It is a practical knowledge I learn from
internship program.
➢ Acquired in depth knowledge about the product offerings of: During internship I came
to know more about Agrni bank product offerings.
➢ Acquired in depth knowledge about overall functional activities of Agrani bank Ltd:
I acquired in depth knowledge about overall functional activities of Agrani bank Ltd.
Islampur road branch.

34. 27
5.0 CONCLUDING STATEMENT
5.1 Summary
During my internship program at Agrani bank Ltd. Islampur road branch though I had to perform
several functional activities but I was mainly assigned to foreign exchange department. The main
objectives of this study are to enhance my practical knowledge about banking sector. Based on the
objectives major findings of the study are:
➢ Service offerings and functional activities of foreign exchange department of Agrani Bank,
Islampur road branch are Import, export and Foreign remittance department.
.
➢ Activities of foreign exchange department those create additional value for customers are
Building Relationships, L/C Opening, Export processing: Back to Back and Local L/C,
Dollar sale and purchase, Loan facilities.
➢ The shortcomings of foreign exchange department of Agrani Bank Ltd Islampur road
Branch are Lack of Proper Motivation, Training and Job Rotation., Lack of experienced
employees in junior level management., Lack of own ATM services.
Suggestions to Provide Superior Service for Customer Satisfaction are
➢ Since the import-export business have the highest contribution to the profitability of the
bank, it should take special attention
➢ Skilled manpower in the line of import-export business must be accomplished through
proper training, remuneration and job satisfaction., Performance measurement programs
can be introduced to measure the performance of the officers involved in foreign exchange
process.
Agrani Bank should always monitor the performance of its competitors in the field of foreign trade.

35. 28
5.2 Suggestions
During my internship program I identified some constant and challenges of Agrani bank Ltd which
is identified in chapter 3.1. Some suggestion is given in order to overcome the constraints
➢ Management of Agrani Bank should decentralize decision making authority to the branches.
➢ It should increase promotional activities.
➢ Trading software should be up to date.
➢ In client service department they should manage the entire document properly.
➢ They should reduce burden on employees
➢ Agrani bank should reduce high fees and charges compared to its rivals in margin loan.
➢ Should give emphasize on customer satisfaction
➢ Must solve problem during service getting time of customer.
➢ Must go for proper solution on CBA and officer somite is big problem of this bank.

36. REFERENCES
Khondorar, M (2012) Banking procedure and decisions(1st
), porijato publication
Chowdhury, L. R. (2000). A Text Book on Foreign Exchange. Dhaka: Fair Corporation.
Product and services of Agrani Bank Limited. (n.d.). Retrieved December 5, 2018, from
http://bankinfobd.com/banks/6/Agrani Bank
Interest Rates of Agrani Bank Ltd. (n.d.). Retrieved December 5, 2018, from
https://www.agranibank.org/interest_rates.php
Financial information of Agrani Bank. Retrieved December 5, 2018from Annual Report 2017
Hierarchy of Agrani bank. Retrieved from https://www.agranibank.org/hierarchy.php
Board of Directors of Agrani bank LTD. Retrieved December 5, 2018 from
https://www.agranibank.org/bod.php
Strategic Objectives of Agrani bank LTD Retrieved December 5, 2018 from
https://www.agranibank.org/annual_report/Annual%20Report%202017.pdf
Mission and vision of Agrani Bank LTD. Retrieved December 5, 2018 from
https://www.agranibank.org/annual_report/Annual%20Report%202017.pdf
Financial information of Agrani Bank. (n.d.). Retrieved December 5, 2018, from
https://www.agranibank.org/interest_rates.php

37. APPENDIX
Curriculum Vitae
Sudipta Saha
213/c Tajkunipara, Tejgaon, Dhaka 1215
Dhaka-1215.
Mobile No. ***********
E-Mail: suntu100@Gmail.Com
Career objectives
I would like to work in an institution or organization where discipline & high-
tech environment will ensure development & will more skillful than another
sector. I want to pursue a long-term career, taking challenges & commitment to achieve result by working
in a competent sector.
Experience
Internship at Agrani Bank LTD
Islampur road, Dhaka 1000
Qualifications
Masters of Business Administration (MBA) Major in Accounting
Result : 4 (45 credits completed)
Department : Accounting
Institution : American International University-Bangladesh (AIUB)
Year : 2019
Bachelor of Business Administration (BBA) Major in Accounting & Finance
Result : 4
Department : Accounting &Finance
Institution : American International University-Bangladesh (AIUB)
Year : 2018
Higher Secondary Certificate (HSC)
Year : Examination-2012
Group : Business Study
Result : GPA 5
Institution : Dhaka commerce college
Education Broad : Dhaka.
Secondary School Certificate (SSC)
Year : Examination-2010
Group : Business Study
Result : GPA 5
Institution : Garpara high school, Manikgong, Dhaka.
Education Broad : Dhaka

38. Other information
Computer Skills:
MS-Word, Excel, PowerPoint, sage 50 accounting
Language Skill:
Have excellent command in both Bangle & English.
Others Skills:
Interpersonal & Communication skills.
Personal profile
Name in Full : **************
Father’s Name : **************
Mother’s Name : **************
Permanent Address : ************
************,
Nationality : Bangladeshi
Date of Birth : *************
Religion : Hindu
Marital Status : Single
Blood Group o +ve
NID : ***********
Personal interest
Reading Book, Playing Cricket,
References
Dr. Partha Prasad Chowdhury
Associate Professor l Department of Marketing
Faculty of Business Administration
American International University - Bangladesh
(AIUB)
Cell: 01531-184165, 01753-886226
Email: partha.p@aiub.edu
Amit Kumar Saha
Organization: BPDP
Designation: Sub- assistant engineer
Office: Tongi 80 MW power plant, BPDP
Mobile; 01628979852
Email: amitxn1@gmail.com
Declaration
I, the undersigned hereby declare that all the information provided above truly describes myself.
..............................
(Sudipta Saha)

39. Acronyms
ABL Agrani Bank Limited
AD Authorized Dealer
BB Bangladesh Bank
B/L Bill of Lading
BDT Bangladesh Taka
CC Cash Credit
CD Current Deposit
CIB Credit Information Bureau
DD Demand Draft
DP Depository Participants
EPB Export Promotion Bureau
ERC Export Registration Certificate
EXP Export Form
FC Foreign Currency
FDBC Foreign Documentary Bill Collection
FDBP Foreign Documentary Bill Purchase
FDD Foreign demand draft
FDR Fixed Deposit Receipt
FER Foreign Exchange Regulation
FT Foreign Transfer
FY Fiscal Year
GDP Growth Domestic Product
HRPDOD Human Resource Planning Deployment and Operations division
IBC Inward Bills for Collection
L/C Letter of Credit
LIM Loan Against Imported Merchandise
IMP Import Form
IRC Import Registration Certificate
LTR Loan Against Trust Receipt
MT Mail Transfer
OD Order Demand
PAD Payment Against Document
PSI Pre Shipment Inspection
SWIFT Society for Worldwide Interbank Financial Telecommunication
TC Travelers Cheque
TIN Tax Identification Number
TR Truck Receipt
TT Telegraphic Transfer