“Overall Performance & Evaluation Of “Brac Bank”
BRANCH BANKING Overview: Branch Banking department is consist of all the branches and SME service centers of the bank. Branch Banking is the heart
of Retail Banking
Division. Branches are the main sales and service outlets where customers come and avail numerous product and service facilities.
BRAC BANKBRANCH BANKING Head of Branch banking
Cluster Manager & BM – Gulshan Shabbir Ahmed Cluster Manager & BM- Motijheel Mosleh Saad Mahmud (acting)
Cluster Manager & BM- Asad Gate Ferdousi Brgum Manager & BM- Agrabad Ahmed saifuddin Khaled Cluster Manager & BM- Comilla TBA Cluster Manager & BM-Zindabazar Chowdhury jabed Tofael
Cluster Manager & BM- Rajshahi Khaleq-uz-Zaman Cluster Manager- Jessore TBA
Manager Branch Risks Morshedul Q Khalili Branch Channel Development Manager Ahmed Anwar Hasan
CLUSTERS
Cluster s Gulshan
Motijheel
Chittagon g
Dhanmondi
Sylhet
Comi
Gulshan
Motijheel
Asad Gate
Agrabad
Zindabazar
Comilla
Rampura
Moghbazar
Satmosjid
CDA Avenue
Sylhet
Sonagazi
Basundhara
Eskaton
Shyamoli
Momin Road
Moulvibaza r
Chowmuhni
Banani
Nawabpur
Savar
Kazirdeuri
Nobiganj
Raipur
Uttara
Graphics
Ganakbari
Halishahar
Beanibazar
Hajiganj
Bhairab
Donia
Potiya
Tongi
Monohordi
Sonargaon
Cox’sBazar
joydevpur
Dohar
Keraniganj
Narayanganj
Mirpur
Da kk hi n Khan
Mymensingh
Manda
Madhabi
CLUSTER BRANCH MODEL
Bishwanath
Cluster Manager & Branch Manager
Manage r & Branch Manager Branch Risk Officer
Branch Sales & Services Manager
Customer Service Manager (Day / Evening)
Cluster Support Officer
Chief Cash & Client Service officer
Branch Sales & Services Officer
Cash & Client Service Home Loan Acquiring BRANCH (A) MODEL Officer officer Branch Manager
Branch Sales & Service Manager
Customer Service Manager (Day & Evening)
Branch Sales & Service Officer
Home Loan Acquiring Officer
Chief Cash & Clien Officer
Cash & Client Servi
Service Officer TR BRAC BANK
BRANCH (B) MODEL
Branch Manager
Customer Service Manager
Chief Cash & Client Service Officer
Cash & Client Service Officer
Branch
BRAC BANK __________________________________________________________________________
Main Objectives
activities of the bank. It has been created to serve the acquired customers. ** The main task of Branch Banking is to oversee that branches are performing their duties properly and ** Branch Banking is responsible for carrying out all branch
carrying out the day-to-day activities of the bank properly and efficiently and at the same time increasing Both asset & liability portfolio. ** Of many deliverables, Retail Branch Banking concentrates mostly to ensure 'service excellence' which
is by adding delight across all
touch-points to make profitabil it y.
mas s ive contribution tow ards
Branch Banking has a number of deposit and Loan products Deposit products Loan Products
Current account Auto Loan
Savings Account Salary Loan
Deposit Premium Scheme (DPS) Overdraft Facility
Flexi Deposit Scheme (FDPS) Secured Study loan
Short Term Deposit (STD) Home loan
Ezee Account Quick Loan
Campus account Salary Loan Femina Account Credit Card Loan
Salary account Study loan
Fixed Deposit (General) Travel Loan
Abiram (Monthly interest application basis) Doctors loan
IFFD (Interest First Fixed Deposit) Teachers Loan
FFD (Fredom Fixed Deposit) Top- up Loan
MMS (Money Multiplier Scheme) Step up FDR
High Flyer loan
BRAC BANK………………………………………………. Branch Activities / Services Different Types of Account open Current A/C Personal Current Account
Savings Account Personal
Savings Account Ezee Account
Triple
Benefit Saving Account Campus Account
Femina
Account Salary Account
Salary
Account for BRAC Staff Foreign Currency Account
Short Term Deposit
A Proprietorship Account
Personal Short Term
Deposit Account Business Account Company Short Term Deposit BRAC BANK BRANCH BANKING Service Quality: The tw o main objectives are to help us achieve excellence in Guest Experience and ensure Service Quality.
BRAC' Bank Guest Experience Standards The following guidelines will help us to achieve 'BRAC' Bank guest experience standards Bold we will be BOLD on behalf of our guests and colleagues. We will be the first to greet, first to listen, first to make suggestions, first to satisfy even the unexpressed needs and to bid a fond farewell. Reliable we will take full ownership in serving our guests to their complete satisfaction. Appealing we will ensure that all guest touch points are appealing and inviting. Consistent we will ensure that our guest experience quality is consistent in all aspects across all guest service points. BRANCH BANKING Service Quality (Cont.)The Five Essentials of Excellence in Guest Experience: BRAG Bank guest experience standards will apply to the five aspects for excellence in guest experience listed below-, People - our team who serves our guests Premises - the locations from which we serve our guests. Papers - the documents we use to provide & receive information and communicate with our guests and colleagues. Processes- the processes that enable us to delight our guests Practice- the way in which we interact with our guests. BRAC BANK BRANCH BANKING Service Quality (Cant.): The 'BRAC’ Bank Guest Experience Standards The BRAC Bank guest experience guidelines are designed to help all team members contribute towards achieving the following guest experience standards:
Every guest should feel that he/she is being treated as a personal guest Every guest should have a positive image of the bank so that they wholeheartedly refer BRAC Bank to others Every guest should receive one stop service Every guest must receive open and transparent communication Every guest must be informed about relevant rules, guidelines, charges and any changes to these up front Any
Question?
Retail Branch Banking To keep pace with the mounting and varying demand for retail needs of patrons, BRAC Bank's Retail Unit has positioned itself as a giant player in the industry. Retail Unit is focused to meet the banking needs of individuals and is serving as a major channel of business. Retail Banking provides tailored products and services for different segments because its products are innovative & well-tested.
This unit takes foremost funding responsibility of the bank and is committed to offer diversified services to the entire customer base of the bank through Branch Banking Networks, Alternative Delivery Channels, Cross-Sell, Premium Banking & literally taking Retail Banking products to doorsteps through Direct Sales Force. Of many deliverables, "Retail'' concentrates mostly to ensure 'service excellence' which is by adding delight across all touchpoints.
As a part of continuous endeavor for providing unique products, services & delivery channels, the unit has also introduced Value Center concepts to explore different avenues in their respective centers to make massive contribution towards profitability.
Branch Banking Overview: Retail Branch Banking under Retail Banking has further strengthened its position as a major channel of business by stretching its horizon both in richness and reach ness. The thoughtful distribution of branches helped the Branch Banking team to offer total banking solutions and services through its online facilities to the customers. BRAC Bank at present has a total of 56-branch network in the country.
Branch Banking is responsible for carrying out all branch activities of the bank. It has been created to serve the acquired customers. The main task of Branch Banking is to oversee that branches are performing their duties properly and carrying out the day- to-day
activities of the bank properly and efficiently and at the same time increasing both asset & liability portfolio. Of many deliverables, Retail Branch Banking concentrates mostly to ensure 'service e x c e l l e n c e ' w h i c h i s b y a d d i n g d e l i g h t a c r o s s a l l t o u c h - p o i n t s t o m a k e m a s s i v e contribution towards profitability.
Branch Banking has a number of deposit and Loan products. Deposit products Current account Savings Account Deposit Premium Scheme (DPS) Flexi Deposit Scheme (FDPS) Short Term Deposit (STD) Ezee Account Campus account Femina Account Salary account Fixed Deposit (General) IFFD (Interest First Fixed Deposit) FFD (Fredom Fixed Deposit) MMS (Money Multiplier Scheme) Step up FDR Loan Product Auto loan Salary Loan Overdraft Facility Secured Study loan Home loan Quick
lone
Credit Card Loan Study loan Travel Loan Doctor’s loan Teachers Loan Top- up Loan High Flyer loan Now Loan
B ra n c h A c ti vi ti es / S er vi ce s Different Types of Account open Current A/C Personal Current Account Ezee Account Campus Account Salary Account Foreign Currency Account Proprietorship Account Business Account Partnership Account Limited Company Account Club Society Account Savings Account Personal Savings Account Triple Benefit Saving Account Femina Account Salary Account for BRAG Staff Short Term Deposit A/C Personal Short Term Deposit Account Company Short Term Deposit Account Sale Deposit Product Term Deposit A/C Classic Fixed Deposit Abiram (Monthly interest application basis) IFFD (Interest First Fixed Deposit) FFD (Freedom Fixed Deposit) MMS (Money Multiplier Scheme) Step up FDR Deposit Premium Scheme (DPS) Flexi
Deposit
S ale Ass et Produ ct
Scheme
(FDPS)
Auto loan Salary loan Overdraft facilities Secured Study loan Home loan Quick loan Credit Card Loan Study loan Travel Loan Doctors Loan Teachers Loan Top- up Loan High Flyer loan Now Loan Cash Transaction Cash Deposit Cash Withdrawal Transfer cheque Processing Cash remit to other Branch/bank Cash Received from other branch/bank Pay Cash transaction Processing western union POS Transaction Credit Card payment received Local & Foreign Remittance Issue Local Pay Order Issue Foreign Demand Draft Foreign Currency Exchange Outwars bill collection Person who cannot be the owner/ beneficiary of a cheque. A Mad Person A bank receiving a Cheque pa ya bl e to order w ithout endors ement on all other bank is not a holder. At present we have 56 branches located across Bangladesh. Given below
i s a l i s t o f e x i s t i n g b ra n ch e s a n d t h e s e r v i c e s a v a i l a b le : Serial no:
Branch Name
Types of Branch
01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Gulshan Nawabpur Mogbazar Keranigonj Sylhet Beani Bazar Agrabad Motijeel Asad Gate Banani Ganak Bari Zinda Bazar Satmasjit Road Momin Road Mirpur Uttara Narayangong Sonagazi Bishwanath Nabigong Moulavibazar Rampura Jessore Comilla
Urban Urban Urban Rural Urban Rural Urban Urban Urban Urban Rural Urban Urban Urban Urban Urban Urban Rural Rural Rural Urban Urban Urban Urban
25
Halishohor
Urban
26
Rajshahi
27
Tongi
28
Cox’s Bazar
29
Potia
30
Bogra
31
CDA Avenue
32
Barishal
33
Graphics
34
Monohordi
35
Shyamoli
36
Dohar
37
Savar
38
Dania
39
Mymensing
40
Bhairab
41
Hajigong
42
Madhabdi
43
Noapara
44
Dakhhinkhan
45
Sonargoan
Urban Rural Urban Rural Urban Urban Urban Urban Rural Urban Rural Rural Rural Urban Rural Rural Rural Rural Rural Rural
46
Raipur
47
Bashundhara
48
Khulna
49
Rangpur
50
Jaidebpur
51
Belkuchi
52
Chowmohani
53
Manda
54
Syedpur
55
Kazir Dewri
56
Eskaton
Rural Rural Urban Urban Rural Rural Rural Rural Rural Urban Urban
A customer can withdraw money from banking transaction hour from any branches, apart from that with the help of ATM, customers can withdraw money anytime. Cash deposit machine is a part of non- stop banking because customers can easily deposit their money beyond the banking hour any time any day. For depositing the amount customer need not wait for banking hour.
Checking point before payment of cheque, withdrawal-slip or counter-cheque Cheque is payable to bearer The payee is indicated as "self' or "cash" or name of the person is indicated. The date is current date (i.e. the cheque is not stale or Post dated). The instrument has been signed by the a/c holder. The amount in words & figure are same. Any alteration on the cheque is authenticated by a full signature of the A/C holder. Things to be examined while receiving clearing cheque The beneficiary's name and account number matches or not. Cheque should be in current date or next clearing date. Amount mentioned on the cheque should match in words figure. Cheque should be signed by the a/c holder Any alteration has been authenticated by full signature of the A/C holder. Things to be examined while receiving Cash over the counter
Verifying the name and a/c no with the system If it is large volume of deposit (7 lacs & above) completing KYC exercise Checking account status - (Dormant / Inactive) Verify physical cash with written amount (denomination wise) in deposit slip Type of endorsem ents or seal g i v e n i n a n a / c p a y e e c h e q u e w h i l e i t i s p r e s e n t e d i n clearing house
Crossing seal Clearing seal Payees account credited Receive payment for BRAG Bank Ltd Receive payment and payees account credited Business Review: Liability & Wealth Management Retail Banking Division, Brac Bank Limited INTRODUCTION • • •
The most vital wing of Retail Banking Division. Innovation and development of liability products Ensures business through Direct Sales, Premium Banking, Branches & Cross Sales
02, Organogram. LIABILITY & WEALTH MANAGEMENT
Head of liabilit y & wealth Produ ct Manag er liabi lity
Sales Manag er liabi lity
manageme nt
Product officerCASA
Associate Sales ManagerCASA
Product officer term deposit
Associate sales ManagerTerm deposit
Officer liability
Associate sales ManagerPayroll Associate sales ManagerBancassuranc e
Busine ss develo pment Manage r Officer / Associate Manager SRM Gulshan Payroll & NRB serv Officer / SRM Associate Dhanmondi Manager Bancassuranc e SRM Officer / Chitt Associate agong Manager TRS Officer / Associate Manager ERS Officer / Associate Manager Strategic Alliance
LWM – PREMIUM BANKING
Head of premi um Banki ng
Head of Premium Banking Business developme nt Manager
SRM Gulshan Gulshan – 3 RM, ARM Service officer
Asad Gate – 2 RM, ARM
CD RM Se
Banani – 2 RM, ARM
Satmasjit Road – 2 RM, ARM Service Officer
Ag RM
Bashundhara – 2 RM, ARM
Eskaton – 3 RM, ARM
Sy RM
Motijheel – 3 RM, ARM Service Officer Associate Premium Banking - 9 Products of Liability & Wealth Management Savings Account: -
Triple Benefits Savings Savings - Classic Famine
Current Account: -
Super value Current Current - Classic Ezee Campus Salary Account
03. Products off Liability & Wealth Managements Foreign Currency Account: Resident Foreign Currency Deposit Account Non Resident Foreign Currency Deposit Account Term Deposit: Fixed Deposit General Interest First Fixed Deposit Abiram Freedom Fixed Deposit Money Multiplier Scheme Overview: Liability Products & Business Process Liability & Wealth Management Liability & Wealth Management is the most vital wing of Retail banking Division of BRAE Bank Limited. its is the owner of all liability products. Currently total Liability Fund Position is around 3,550 crore. Among this, CASA Position is 750 crore and Term-Deposit position is 2,800 chore. Liability & wealth management's responsibility is to design, develop, and distribute its liability products to ensure growth of liability portfolio, both in number of customers as well as in deposit volume. The Organogram of the department is depicted below: LIABILITY & WEALTH MANAGEMENT
Head of liability & wealth management Product Manager liabili ty
Sales Manager Liabili ty
Business developme nt Manager
Head o premiu Bankin
Product officerCASA
Associate Sales Manager- CASA
Officer / Associate Manager payroll & NRB serv
SRM Gulshan
Product officer term deposit
Associate sales Manager- Term deposit
Officer / Associate Manager Bancassurance
SRM Dhanmondi
Officer liability
Associate sales Manager- payroll
Officer / Associate Manager TRS
Associate sales ManagerBancassurance
Officer / Associate Manager ERS
SRM Chittagong
Officer / Associate Manager Strategic Alliance
Liability product The deposit products of Liability and Wealth Management are broadly categorized into two types - CASA, which are the transaction accounts (Current & Savings) and Term Deposits (TD), deposits made for fixed tenures (Term Deposits). CASA accounts are responsible for most of the transactions at branches and other alternate channels, and are the sources of low-cost fund. These include: Savings Classic, Triple Benefits Savings, Femina Savings, Current Classic, Ezee, Campus, Salary Accounts, etc. On the other hand, TD accounts are sources of bulk volume of liability at comparatively higher cost of fund. These deposits are made for various fixed tenures at different interest rates. The TD products include Fixed Deposit General, Freedom Fixed Deposit, Interest First Fixed Deposit, Abiram Fixed Deposit, Money Multiplier, Flexi DPS, etc. The products of Liability & Wealth Management are described below: Transactional Accounts: CASA (Current / Savings Accounts)
Savings Classic Savings Classic Account is a local currency interest-bearing account with cheque book facility. The minimum account opening balance is BDT 15,000. The interest rate in this account is 5.5% p.a., credited to the account Half Yearly. Any balance greater than zero will be eligible for interest. Interest forfeiture rules are applicable for this account. Annual Account Maintenance Fee of BDT 800 + VAT and Annual Debit Card Fees of BDT 520 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. The account comes up with a 12 page cheque book free. The customers can avail a second cheque book of 12 pages for free, if the account's balance is BDT 15,000 and above. If the balance is below BDT 15,000, Tk 100 + VAT will be charged. Special cheque book of 25/50/100 pages can be issued at a cost of BDT 4 + VAT per pages. Customers receive half-yearly bank statement. Interest will be forfeited in the following cases. - If number of transactions exceeds 7 (seven) in a month - If total transaction amount in a day exceeds 10% of the total balance Triple Benefits Savings Account Triple Benefits Savings Account is a local currency interest-bearing savings account with cheque book facility. The minimum account opening balance is BDT 50,000. The interest rate in this account is ranging from 0% to 8% p.a., credited to the account every month. Interest slabs are as follows: Monthly average balance Below tk. 50000 From tk. 50000 to less than tk. 5 Lac. From tk. 5 Lac to less than tk. 25 Lac Tk. 25 Lac & above
Rate 0% 4% 6% 8%
Any balance of BDT 50,000 & above will be eligible for interest. Interest forfeiture rules are not applicable for this account. There is no Annual Account Maintenance Fee or Annual Debit Card Fees or any other upfront fees. If customers do not maintain a Half-Yearly Average balance of BDT 50,000, the account will be charged with BDT 750 + VAT every half year, on I st January and 1st July of each year. The account comes up with a 12 page first cheque book free. The customers can avail a second cheque book of 12 pages for free, if the account's balance is BDT 50,000 and above. If the balance is below BDT 50,000, BDT 100 + VAT will be charged. No Special cheque book is available for this account. Loan amount cannot be disbursed in this account. Femina Account Femina Account is a local currency interest-bearing savings account without cheque book facility. The minimum account opening balance is BDT 5,000. The interest rate in this account is 6.5% p.a., credited to the account monthly. Interest is calculated on day-end balance. Any balance greater than zero will be eligible for interest. There is no Annual Account Maintenance Fee. This is a non-cheque-book account. However, a customer can avail a special cheque of 12 pages at a premium price. Current Classic Current Classic Account is a local currency non interest-bearing account with cheque book facility. The minimum account opening balance is BDT 15,000. There is no interest in this
account. Annual Account Maintenance Fee of BDT 800 + VAT and Annual Debit Card Fees of BDT 520 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. The account comes up with a 12 page cheque book free. The customers can avail a second cheque book of 25 pages for free, if the account's balance is BDT 15,000 and above. If the balance is below BDT 15,000, Tk 100 + VAT will be charged. Special cheque book of 50/100 pages shall be issued for the charge of BDT 4 + VAT per pages. For more than 5 (five) transactions in a day, charges will apply for every additional transaction as per the Schedule of Charges. Ezee Account Ezee Account is a local currency interest-bearing current account without cheque book facility. The minimum account opening balance is BDT 10,000. The interest rate in this account is 4% p.a., credited to the account Half Yearly. Any balance greater than zero will be eligible for interest. There is no Annual Account Maintenance Fee. Annual VISA Debit Card Fee of BDT 520 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. This is a non-cheque-book account. However, a customer can avail a special cheque book of 12 pages at a premium price. Salary Account Salary Account is a non-cheque book individual account with overdraft facility for employees of different Corporate Houses to disburse their monthly salaries. Employees of MNC/LLC/MID CORP/NGO/Large proprietorship/Partnership firm, other than foreign nationals are eligible to open this account. Interest rate for Salary Account is 4% p.a. Any balance greater than zero will be eligible for interest. Interest calculation will be based on Daily Balance and Interest payment will be made Quarterly. There is no Annual Account Maintenance Fee in Salary Account. Annual ATM Card Fees of BDT 300 + VAT will be charged upfront at the time of account opening and on anniversary of every following year. Salary Account is a non-cheque book account. However, a customer can avail a special cheque of 12 pages at a premium price of BDT 300 + VAT. Term Deposits Fixed Deposit General Fixed Deposit General is a non-transactional account that gives interest and principal at maturity. Minimum amount required to open the General FD account is BDT 50,000. FD General can be opened for 1/3/6/12/24/36 months. Interest is paid on maturity, calculated at 360 days, as per the Interest Rate Matrix. This account is available on a roll over basis until the customer authorizes its closure. 10% Government Tax shall apply to the interest amount. Freedom Fixed Deposit (FFD) Freedom Fixed Deposit is a non-transactional account that gives interest quarterly to the link account automatically. Minimum amount required to open the FFD account is BDT 25,000. FFD can be opened for 3/6/12/24/36 months. This account is available on a roll over basis until the customer authorizes its closure. Interest is paid on a Quarterly basis after adjusting for 10% Government tax on the interest amount, as per the Interest Rate Matrix. Interest First Fixed Deposit (IFFD) Interest First Fixed Deposit is a non-transactional account that a customer uses for interest earning in advance and savings purposes. The unique feature of this product is that interest is given first at the time of opening. Minimum amount required to open the IFFD account is BDT 100,000. IFFD can be opened for 3/6/12 months. Interest (after adjusting for 10%
Government tax on the interest amount) is immediately transferred to the link account, as per the Interest Rate Matrix Facility. Bangladeshi nationals staying in another country and earning foreign currencies or after their return to Bangladesh within last six months can open NFCD Account. Minimum amount required to open is USD 1000 or GBP 500 or equivalent currency in Euro. In cases of Foreign Nationals and Organizations, minimum amount of term deposit should be USD 25,000 or its equivalent in GBP, or Euro. The accounts are in the nature of term deposits maturing after one month, three months, six months and one year. In case of premature repayments, the interest amount will be forfeited. Interest on deposit of NFCD account is exempted from the tax payable under the Income Tax Act. Retail Liability Business Process Products are sold through Branches, Direct Sales, Premium Banking, & Cross Selling channels. Both existing and walk in customers are approached by their respective relationship managers or sales people. The Sales person then narrates the product feature i.e. interest rate and fees & charges to the customers. Flyers & Brochures are also provided to the customer whenever applicable. RM / Sales person is liable for disclosing all information regarding fee and product feature to the customer to avoid mis-selling. If the customer shows interest after due consideration, the salesperson closes the deal through opening the account. For walk-in customers at branches, the branch opens the account in the system with the customer's name and basic information or gives them a Welcome Pack as per customer's choice. In case of welcome pack, the customer receives the account number along with cheque book and ATM/Debit Card instantly. On the other hand for system-generated accounts, the branch opens the account and gives only the account number to the customers. Then branch sends the details and all required documents to Retail Banking Operations (RBO) to open the account. After receiving all details, RBO updates the customer information, uploads photograph & Signatures in the system. RBO produces personalized cheque book and ATM/Debit Card and sends those to customers' mailing addresses. Finally customer receives, PIN numbers from respective branches. REMITTANCES OPERATIONS Functions of Remittance Operations An operational unit Provides support to Probashi Banking Services (PBS) Disburses payments to beneficiaries all over the country Provides account related services for PBS Inward Remittance Outward Remittance Remittance Sources Exchange Houses Western Union Ceylinco Fastcash Modes of Payment
Mode of Payment Pay Order Demand Draft (DD) Direct Credit Pay Cash Telegraphic Transfer Mail Transfer BRAG BDP Transfer Advice and Pay
Selection Criteria Beneficiary bank is in clearing zone of Bangladesh Bank Beneficiary A/C is in Sonali bank's branch with which BBL has DD arrangement Beneficiary has A/C is in BBL Collection point is BBL Branches Beneficiary A/C is in Corresponding bank branch Beneficiary A/C is in Corresponding bank branch & telephonic facility is not available Beneficiary bank A/C no is not given No BBL correspondence is present BBL doesn't have correspondence with Beneficiary bank and there is no BDP also
Execution &Investigation Exchange House Data input and segregation is done in ELDORADO If cover fund is available, instructions are passed to delivery unit along with recommended mode of payments After this stage, work of PSI (Payment Service Investigator) Team starts Execution &Investigation Exchange House PSI solves discrepancies Answers queries of clients, exchange houses, BRAG BDPs and Beneficiaries Keeps track of the transactions PSI also contacts ROs for payment of particular location Updates exchange houses about the current status of Transaction Frequent reasons of queries Queries arise when clients do not get fund in time. Most common types of queries include Wrong information provided to exchange houses by remitter Name and account different Non-receipt of TT Non-receipt of MT MT lost Wrong posting of account Western Union
ο ο ο ο
Western union collects money through its worldwide spread outlets It is a floating system The only mode of payment is the cash pay Client passes a 10 digit MTCN number to beneficiary and beneficiary comes to WU approved counters in different banks or BRAC BDP office ο MTCN number and photo ID is essential to collect the fund ¬ • •
Transactions are done in 3 ways Branch operation Head office through BRAG BDP .Mobile .SMS • ROC ¬ POP- if client does not get fund within 1 day, He/she may raise complain which is called Proof Of Payment (POP) ¬ WU is a post funding method where there are Options of reinstatement or unpaid CEYLINKO FASTCASH ο Remitter is provided with a 9-digit CEY PIN instead of MTCN number in case of WU ο It is a pre-funded method ο Duel control system ο SMS based system Settlement &Reconciliation ο Makes fund available in ELDORADO for execution ο Converts exchange house cover fund from foreign currency into BDT ο Payment to BRAC for using BDP for remittance disbursement purpose ο Reconciliation • Local NOSTRO reconciliation • Exchange house A/C reconciliation
Probashi Liabilities & A/C Services ¬There are 5 products under this wing• Probashi savings account • Probashi current account • Probashi subidha package • Probashi 'interest now' account • Probashi education saver
Inward Remittance
¬ The term "Inward Remittances" includes not only remittance by T.T., M.T., Drafts etc., but also purchases of bills,purchases of drafts under Travellers' Letters of Credit and purchases of Travellers' Cheques. ¬ Remittances equivalent to US$ 2000 and above are reported on Form C attached to the appropriate schedule ¬ Declaration on Form C by the beneficiary is not required against remittances sent by Bangladesh nationals working abroad. ¬ The purpose of remittances should be clearly stated on the Form C.
Outward Remittances ¬ All remittances from Bangladesh to a foreign currency or local currency credited to on resident Taka accounts of foreign banks or convertible Taka account constitute outward remittances of foreign exchange. ¬ Utmost caution is exercised to ensure that foreign currencies remitted or released by them are used only for the purposes, for which they are released, ¬ Proper records are maintained for submission of returns to Bangladesh Bank as also for the latter's inspection from time to time. ¬ Mainly two types of outwards remittance a. Commercial remittances b. Student Funds
Process Flow of Remittances.doc
THANK YOU
ALTERNATE BANKING ???
Service delivery is a customer-oriented activity which is carried out by organizations and are oriented
towards meeting customers needs and expectations. An Alternate Channel of Delivery is the mean by which a service is delivered to the clients through an alternative way other than a traditional delivery or distribution channel. Alternate Banking deals with alternate means of providing banking service to our valuable clients rather than the Direct Banking which is the Distribution Network (branches)
WHY ALTERNATE BANKING ??? BRAC Bank Ltd. Is the first ever Financial Institution in Bangladesh to depart from 'brick and mortar' concept of banking system by introducing branchless banking system facilities through Alternate Banking. Alternate Banking has been initiated with the concept to divert customer traffic from the branches to accommodate more business to the distribution points and subsequently it cuts significant cost per customer Service. It also widen the range of customer services available by utilizing modern technology.The focus of BRAC Bank's channels has to date been mainly on service providing activity which is available to customers 24"17.
ALTERNATE BANKING DEPARTMENT
Alternate Banking Automated Banking
AUTOMATED BANKING
Phone Ba
-Automated Teller Machine (ATM) -Cash Deposit Machine (CDM) -Internet Banking (1B) -Mobile Commerce (M-Commerce)
Automated Teller Machine (ATM)
• • • •
Total ATMs - 135 Dhaka Zone - 1 12 Chittagong Zone - 11 Sylhet Zone - 5
• • • • • •
Khulna Zone - 3 Rajshahi Zone - 3 Barisal Zone - 1 Target for 2009 - 200 more ATMs Number of transactions per month - 400,000+ Total transaction amount per month - 250 Crore+
Automated Teller Machine (ATM)...
• • • •
Withdraw cash 24 x 7 by using Debit or Credit Card. Print mini statement or balance of the account. Change the PIN of Debit or Credit Card. Pay credit card & mobile (GP Postpaid) bill.
More than 60 % cash transactions of the Bank are made using the ATMs
Cash Deposit Machine (CDM) • • • • • •
Total CDMs - 30 Dhaka Zone - 30 Target for 2009 - 40 more CDMs Deposit cash (maximum 20K at a time) 24x7 Number of transactions per month - 18,000+ Total transaction amount per month - 15 Crore+
Internet Banking (IB)
• • • • •
View account detail View account statement Lost card reporting Use loan calculator Cheque status
Mobile Commerce (M-Commerce)
• • • •
SMS Server - 3939 Available with GP, AKTEL, BANGLALINK & WARID SMS PULL / PUSH • Account Balance • Last 3 transaction of current transaction date SMS, Alert • Transaction alert ( debit / credit ) • FDR maturity alert • Loan payment failure alert • Account status change alert • Welcome greeting
PHONE BANKING
Phone Banking Call Center
Tele Sales
CallCenter
The launch date... Call Center Services launched on the 9th day of September 2006. Call Center Services numbers are... Call Center is equipped with a special networking system where 30 customers can call and get connected instantly & concurrently. The hunting numbers are 01819230000 & 01819260000. Call Center provides services through... • Interactive Voice Response (IVR) • Call Center Agents
Call Center...
Deliverables of Call Center Agents & IVR : • Account related information & service • Card ( Credit / Debit) related information & service • Product related information • Utility bill payment
Tele Sales
Telesales team of BRAC Bank is first of its kind in the Bangladeshi banking industry. No other bank so far has introduced the concept of telesales as such BRAC Bank did. The vision of telesales is to ensure the retention of the existing client by increasing the number of products owned by each client. In other terms telesales will be working with the objective that a client will own a product portfolio rather than a single product. The Tele Sales team comprises of 200 Direct Sales Executives and Telesales Executives led by 5 Associate Managers.
Tele Sales... To ensure the retention of the existing clients and exceed their
expectations, which would require targeting the followings: • Achieve a benchmark of 1:3 client product use ratio • Present a wide array of products to clients in an innovative way Selling Process Step : Calls made by the Telesales Executives Step2: Interested clients referred to the Direct Sales Executives Step 3 : Sales closed by the Direct Sales Executives Commission Shared between Telesales & Direct Sales Executives at 40:60 ratio
Upcoming Services
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ATM All types of utility bill payment Fund Transfer CDM • Real time cash deposit. IB • Fund transfer • Utility bill payment • A/C related services M-Commerce • Mobile Recharge • Utility bill payment • Fund transfer • •
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In the future BBL has plans of expanding our services significantly by adapting state of art technology in order to satisfy the needs of our clients at an optimum level and convert.
`brick of the mortar' concept to `click of the mortar' concept.
THANK YOU