Independent University, Bangladesh

WORKING REPORT on MUTUAL TRUST BANK LTD.

COURSE ID: BBA 499

SUPERVISED BY:
Hanif Mahtab
Internship Supervisor
Senior Lecturer, Management
Independent University, Bangladesh

PREPARED BY:
Md. Mahadi Hasan Khan
ID. 1321395
Major: Accounting
Minor: Marketing

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 Letter of Submission

11th December, 2016

Hanif Mahtab

Senior Lecturer, Management

Independent University, Bangladesh

Subject: Submission of ''Internship Report''

Dear Sir,

This is my pleasure to submit my working report on Mutual Trust Bank Ltd. which I was assigned.
As per requirement of BBA, I have completed the Internship in Mutual Trust Bank Ltd. It became an
extremely challenging and interesting experience. It was a great opportunity for me to acquire
knowledge and experience in respect of the functions, procedures and operational activity, other than
my topic of study.

However I would like to thank you for the support and guidance you have provided me during preparing
this report. Without your inspiration this report would not have come into existence.

Hence, I am submitting my report, hoping that you will appreciate my informative and detailed
approach. I have concentrated my best efforts to achieve the objectives of the assignment study.
However, I will always be ready to provide any further clarification that you may require.

Sincerely,

Md. Mahadi Hasan Khan

ID: 1321395

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0

Acknowledgement

By The Name of Allah, I feel so grateful of His blessing & who gives me sound mind & health to
accomplish my assignment. An endeavor over a period can be successful only with the advice and
support of well-wishers. I take this opportunity to express my gratitude and appreciation to all those
who encouraged me to complete this project.

First of all I am extremely grateful to my internship Supervisor Hanif Mahtab sir (Senior lecturer,
management) not only for giving the opportunity to prepare the report but also for providing me a lot
of support to improve the elements of this report.

It was a great pleasure for me to work at Mutual Trust Bank Ltd. (Bashundhara Branch) as an intern.
Ive learned a lot of important things about corporate life through-out my internship career. I would
like to convey my earnest thanks to Mr. Md. Abdul Ghani sarker the Head of Bashundhara Branch,
Md. Salauddin Ahmed, Deputy Manager.

I would specially like to thanks Shamima Sultana (senior officer), Rumana Hossain (Senior officer )
of general banking of MTB who helped me a lot during my internship days with valuable advices,
guidance and necessary information.

I convey my sincere thanks to my friends who inspire in different ways to complete the report and the
course as well. Last but not the least my parents and fellow interns, who were also great sources of
mental support in completing this report by suggesting me with ideas. Their support was very much
significant.

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 Table of Contents
PAGE
SL TOPICS NO
III
1 Title Page
III
2 Letter of Submission II

III
3 Acknowledgement
4 Table of Content
IV
5 Executive Summary V

CHAPTER 1 : INTRODUCTION
Serial No. Content Page Number
1.1 Company Profile 2-6
1.1.1 Vision , Mission & Objective 6-7
1.1.2 Corporate Division 7-8
1.1.3 Details Of Product & Services 8-10
Operational details 11-12
1.1.4
1.1.5 Philanthropic Activities / CSR 13

CHAPTER 2 : INTERNSHIP EXPERIENCE

2.1 Job Responsibility 14-15
2.2 Functions of The Department 16-19
CHAPTER
3 : INTERNSHIP OUTCOME
3.1 Problems Identified In The 20
Workplace
Analyze the issues based on
3.2 relevant theory 21-22

3.3 Recommendation 22-23

CHAPTER
4 : CONCLUSION & IMPLICATION
4.1 Conclusion & Implication 24
REFERENCE 25
Appendix 1&2 26-29

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 Executive Summery

Mutual Trust Bank Limited is private commercial bank in Bangladesh. As a commercial bank Mutual
Trust Bank provides all banking services to people. Mutual Trust Bank Ltd. (MTBL, the 3rd generation
bank) has started its journey as a private commercial bank on 29 September, 1999. This study is the
result of my internship program ran for the past three months placed at the Mutual Trust Bank Ltd.
(Bashundhra Branch).

The objectives of the report are to study & to analyze the General Working Activity on Mutual Trust
Bank Ltd. identify the problems of General Working Activity & recommend to overcome the problems
of Mutual Trust Bank Ltd.(Bashundhara branch ) .

This Report is divided into four chapters. The First chapter of this study deals with introduction that
presents the company profile, vision, mission and objectives. Also included corporate department,
product line, and operational details. The second chapter deals with internship job responsibility and
function of the department. The third chapter is about the internship outcome and issue analysis where
we find out in internship period problems challenges in the work place. Than analysis the issues
relevant theory and recommendation. The fifth chapter is about conclusions and implementation.

Therefore, I have acquired practical Knowledge and understanding on the basic operation of the
Bank.as a small branch there has three department like as General banking department of the MTBL,
Cash department, cleaning and SME &LOAN department. Mutual Trust Bank Ltd has an established
and most importantly a reliable General Banking section in all brunches.

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 Mutual Trust Bank Limited

Chapter-1

Introduction

As a student of bachelor of Business Administration (BBA) only the academic education is not enough
to learning and observing the corporate overall environment. The internship program is an opportunity
to know about the organization. This internship program is a perfect learning of practical as well as
theoretical knowledge. A three months internship program with a particular organization and a report
assigned by the academic supervisor is mandatory for every student of Bachelor of Business
Administration of Independently University, Bangladesh. As a part of practical orientation program, I
was attached to Mutual Trust Bank Limited, for three months. I am so lucky that I got the opportunity
to do my internship program in Mutual Trust Bank Limited at Bashundhara Branch. Mutual Trust
Bank is one of the most promising private commercial banks in Bangladesh. I started my internship in
Mutual Trust Bank Limited, Bashundhara Branch on 1th October 2016 and ended on 30th December
2016. I have acquired practical Knowledge and understanding on the basic operation of the Bank.as a
small branch there has three department like as General banking department of the MTBL, Cash
department, cleaning and SME &LOAN department. Mutual Trust Bank Ltd has an established and
most importantly a reliable General Banking section in all brunches. I have invested my every effort to
knowing the General Banking functions performed by the MTBL as well as the financial performance
of the Bank. During this period I have worked closely with the employee of Basundhara Branch.

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1.1 Company Profile

The company was incorporated as a Public Limited Company in 1999 under the Companies Act
1994 with an Authorized Capital of BDT 1000,000,000 divided into 10,000,000 ordinary shares of
Tk.100 each. The Company was also issued Certificate for Commencement of Business on the
same day and was granted license on October 05, 1999 by Bangladesh Bank under the Banking
Companies Act 1991 and started its banking operation on October 24, 1999. As envisaged in the
Memorandum of Association and as licensed by Bangladesh Bank under the provisions of the
Banking Companies Act 1991, the Company started its banking operation and entitled to carry out
the following types of banking business:
Wholesale banking
Retail banking
International trade financing
Small and medium enterprise ( SME ) banking
NRB banking
Privilege banking
Card service
Treasury operation

The company operates through its Hade office at Dhaka and 107 branches. The bank / company carries
out international business through a Global Network of Foreign Correspondent Bank

Registered Name of the Company: Mutual Trust Bank Limited

Company registration number: c 38707(665)/99 on September 29, 1999

Memberships of MTBL:

The Institute of Bankers Bangladesh (IBB)

Bangladesh Association of Banks (BAB)
Bangladesh Foreign Exchange Dealer Association (BAFEDA)
Bangladesh Institute of Bank Management (BIBM)
Bangladesh Association of Publicly Listed Companies (BAPLC)

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 Metropolitan Chamber of Commerce and Industry, Dhaka (MCCI)
International Chamber of Commerce Bangladesh Limited (ICCB)
Dhaka Stock Exchange (DSE)
Dhaka Chamber of Commerce & Industry (DCCI)
Federation of Bangladesh Chambers of Commerce and Industry (FBCCI)
American Chamber of Commerce in Bangladesh (AmCham)
Primary Dealers Bangladesh Limited (PDBL)

Board of Directors: The following are members of the MTB Board of Directors. To view their
brief biographies please click on the names.

Mr. M. A. Rouf, JP Chairman

Mr. Md. Hedayetullah Vice Chairman

Mr. Syed Manzur Elahi EC Chairman

Dr. Arif Dowla Director

Mr. Rashed Ahmed Chowdhury Director

Mr. Md. Abdul Malek, Director

Mr. Md. Wakiluddin Director

Mrs. Khwaja Nargis Hossain Director

Mr. Anjan Chowdhury Director

Mr. Q.A.F.M. Serajul Islam Director

Mr. Anwarul Amin Independent Director

Dr. Sultan Hafeez Rahman Independent Director

Mr. Anis A. Khan Managing Director & CEO

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Hierarchy of Mutual Trust Bank LTD

Chairman

Vice Chairman

Managing Director

Deputy Managing Director

Sr. Executive Vice President

Executive Vice President

Sr. Vice President

Vice President

Sr. Asstt. Vice President

Principal Officer

Executive Officer

Management Trainee Officer

Officer

Junior Officer

Assistant Officer

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 Organ Gram of Mutual Trust Bank:

BOARD OF
DIRECTORS

Chairman

Managing Director

Deputy Managing Deputy Managing Director

Director (Operations) (Credit & risk management)

EVP, SVP, SVP, Financial FAVP,

Operations institution VP, Personal HRD
Division Division Banking

Senior
Senio
Vice VP SVP, Audit & r
President Vice Risk Assistant
President Management Vice
President

Vice Ass. Vice FAVP

President President

First
Assistant Vice Assistant
President Vice

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 Profile of Mutual Trust Bank Limited at a Glance

Name of the Company Mutual Trust Bank Limited

Year of establishment 1999

Principal Branch ww.Tower (1st-3rd Floor) 68,Motijheel C/A,

Dhaka.
Corporate Head Office MTB center 26 Gulshan Avenue
Dhaka1212
No of branch 101

Managing Directors Mr. Anis A khan

Chairman: Dr. Arif Dowla
Vice Chairman Mr. RashedAhmed Chowdhury

Web site www.mutualtrustbank.com

1.1.1: Vision, Mission, Objective

Vision: Mutual Trust Bank's vision is based on a philosophy known as MTB3V.

The organization envisions MTB to be:

One of the Best Performing Banks in Bangladesh.

The Bank of Choice.
A Truly World-class Bank.

Mission: We aspire to be one of the most admired financial institution in country, recognized
the dynamic, innovative, and client focused company that offer an array of products and service
n the search of excellence and to create an impressive economic value.

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Objective: The main object of the Mutual Trust Bank Limited (MTBL) had been to offer an
interest free banking system in the financial market. Apart from that, the bank started its
operation in the country with a view to realizing the following objectives:

To establish a partnership relationship with customers and to eliminate the idea of the
debtor-creditor relationship of traditional banks.
To mobilize savings towards productive sectors.
To invest on profit and risk sharing basis.
To enrich the banking sector with improved awareness on corporate social
responsibility
To contribute to establishment of a society by equitable distribution of wealth.
To extend financial assistance to the citizens, living at dispersed locations by
expanding the network of branches
To establish justice in trade and commerce in the country.
To render services for the economic development of the nation.
To extend banking services towards the poor, helpless and low-income group of people
in the society in order to uplift of their standard of living.
To maintain all types of deposit accounts with online facilities.
To conduct foreign exchange business.
To extend other banking services.

1.1.2 Corporate division / Department:

Mutual Trust Bank Limited consists of those major corporate division:

MDs Secretariat
Board Division
Internal Control & Compliance (Audit Department, Compliance Unit,
Monitoring Unit)
Human resource Division
General Services Division(Security & Printing Stationery)
Financial Administration Division (Reconciliation Department, MIS
Department)
Credit Division (CIB Department, Syndication Department, Credit
Processing & Approval)
International Division(RemittanceDepartment,SWIFT Department)

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 Merchant Banking Division
SME Division
Treasury Department(Asset Liability Mgt. Department)
Banking Operations Department(Anti Money Laundering)
Corporate Banking Department
Credit Administration Department
Credit Monitoring Cell
Credit Recovery Cell
ID Department
Business Development& Marketing
Public Relations Department
Share Department
Engineering Department
Training Institute

1.1.3 Details of product line or service:

Banking Services and Products:

Mutual Trust Bank provides the following services and financial products:
(I). Retails Banking:
We aim to satisfy all clients, regardless of how big or small they may be.
Individuals are counseled on the best type of accounts suitable to them. At MTB
we have designed different type of retail product to meet different need. The
following are our range of retail banking product.

1) Deposit Product
2) Loan Product
3) MTB Card.

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Deposit Product: MTB designed various deposit accounts to service all different needs. From a
straight forward Savings account to Fixed Deposits, MTB strive to give you the best value for
customers money. MTB accounts enable to priorities between flexibility, highest interest yield and
convenience. For example: 1. Savings Account, MTB Senior, MTB Inspire, Current Account.(
APPENDIX 1)

Loan Product:

MTB Personal Loan

MTB Auto Loan
MTB Home Loan.
MTB Home Equity Loan
MTB Professionals Loan

MTB Card Product:

Debit Card
Credit Card

(II)SME Product: MTB SME banking offers comprehensive financial solutions

for the SMEs in Bangladesh. In its product lines, there are 15 innovative and
customized products for different sectors of SMEs and potential women
enterprises. SME Loan Products: (APPENDIX 1)

(III). Corporate Banking: The promise of world class corporate banking has
created a new panorama opportunity to leverage on our excellent image created
over the years. MTB offer flexible of options to afford the right financial products
and services, designed particularly to meet immediate needs, individually
concerned and professionally realized. Now we focused our corporate Banking.

1) Term Finance.
2) Working Capital Finance.
3) Trade Finance
4) Offshore Finance.
5) Syndication & Structured Finance.

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(IV). MTB Services:

1 Corporate Banking.
2 Institutional Banking.
3 Off-Shore Banking.
4 Investment Banking.
5 Merchant Bankin

Others Product: Locker Services

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1.1.4 Operational details: The legal transactions executed by a bank in its daily
business, General Banking all activities such as Clearing Transfer Cash, Loan and Advance,

Remittance, Account Opening, Customer Service, Payment Order, Demand Draft etc.

Banks perform this function in two ways- taking deposits from various areas in different forms
and lending that accumulated amount of money to the potential investors. General Banking is
the starting point of all the banking operating. Some general banking activities details are given
bellow here:

Account Opening of MTBL: MTBL officer opens different types of account for the
customers.

(a) .Types of Accounts:

(i) Current Deposit:

1. Individual Account

2. Joint Account

3. Proprietorship Account

4. Limited Company Account

(ii) Savings Deposits:

1. Individual Account

2. Joint Account

3. Proprietor Ship Account

4. Limited Company Account

(iii) Short Term Deposits:

1. Individual Account
2. Joint Account

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 3. Proprietor Ship Account
4. Limited Company Account

Accounts Department: Accounts Department is playing most important role of operational

activities of banking sector. Accounts Department is a department with which each and every
department is related to banking operational activities. Accounts Department has three sector
such as: 1) Cash 2) Transfer 3) Clearing.

1) Cash: The cash section of any branch plays very important role in Account Department.
Most of the liquid assets are equipped in cash section.in this section receives cash from
depositors and pay cash against cheque, draft, PO, and pay in slip. Receiving Cash and
Disbursing Cash are two activities of cash account department. In receiving cash the
clients who wants to deposit money. And Disbursing Cash means who wants to receive
money against cheque.
2) Transfer: Transfers play a vital role in banking sector. Transfer is basically transfer is a
type of register maintaining matter.
3) Clearing: Every bank has an officer of clearinghouse who is work with Bangladesh
Bank clearing house. There are two types of Clearing cheque which are- a) Inward
clearing cheque. b) Outward clearing cheque.

Loan: the lending of a sum of money by a lender to a borrower to be repaid with

a certain amount of interest. Types of loan are given bellow

Personal Loan: the loan gives for his personal demand purpose according to the need of
the consumers.

Home Loan: Whether it is purchasing a new house or a new apartment, MTB has a wide range
of home loan options that can be customized to specific need.

Auto Loan: MTB offer lucrative interest rates that would pleasantly surprise any clients. Auto
Loan scheme has been designed to help materialize your long cherished dream of a car of your
own.

MTB Home Equity Loan: MTB Home Equity loan provides a packaged financial assistance
to individuals for fulfillment of dream home.

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1.1.5 Philanthropic activities/CSR: Mutual Trust Bank Limited as a part of its

Corporate Social Responsibility.

Mutual Trust Bank Distributes Blankets in North Bengla: Mutual Trust Bank Limited (MTB)
distributed blankets to the severely cold affected less advantaged people of Sapahar in the
district of Naogaon. Md. Hashem Chowdhury and Md. Ahsan-uz Zaman, MTB Deputy
Managing Directors, distributed blankets to the people at a gathering held at the Shapahar
Bidda Niketon ground of Shapahar, Naogaon.

Mutual Trust Bank Co-Sponsors 11th South Asian Games Dhaka 2010: Mutual Trust Bank
Limited (MTB) will co-sponsor the 11th South Asian Games, Dhaka 2010 to be held from
January 29, to February 9, 2010 in Dhaka. Anis A. Khan, MTB Managing Director & CEO,
handed over a cheque of BDT 5 million to Md. Ziaul Haque Khondker, Convener, Marketing
and Sponsors Committee -11th SA Games, at a simple ceremony held at the latters office in
Dhaka on January 6, 2010.

MTB Celebrates 10th Founding Day with Blood Donation Program: Mutual Trust Bank
Limited (MTB) commenced celebrating its 10th anniversary on October 24, 2009 through a
voluntary blood donation program at Dhaka and Chittagong.

Mutual Trust Bank (MTB) distributed Iftar among Orphans and disadvantaged people: Mutual
Trust Bank Limited (MTB) distributed Iftar amongst orphans and disadvantaged people in the
city. MTB Deputy Managing Directors Quamrul Islam Chowdhury and Md. Hashem
Chowdhury formally distributed the Iftar among the orphans and disadvantaged people recently
in the city.

MTB donates Tk. 25.00 lac to Prime Ministers Relief Fund: Director and founder Chairman
of Mutual Trust Bank Ltd Mr Syed Manzur Elahi handed over a cheque of Tk 25.00 lac to
Prime Minister Sheikh Hasina in the city as a donation to Prime Ministers Relief & Welfare
Fund on behalf of Mutual Trust Bank to assist the affected family of the martyred army officers
who were assassinated in the Pilkhana Mutiny.

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 Chapter 2:

Internship experience / observation details:

2.1 Job responsibilities: I started my internship in Mutual Trust Bank Limited,

Bashundhara Branch on 1th October 2016 and ended on 30th December 2016. I have acquired
practical Knowledge and understanding on the basic operation of the Bank.as a small branch
there has three department like as General banking department of the MTBL, Cash department,
cleaning and SME &LOAN department. Three months of internship I have a good idea about
the working process of a commercial bank. I worked at General Banking and clearing
department. I really enjoyed the working environment. And in the bashundhra branch all
employees are very friendly and they are very helpful to give support for learning all general
banking activities and environment.

Job Responsibilities in General banking: In general banking opens new accounts,

demit funds, issue bank drafts and pay orders etc. since bank in confined to provide the service
everyday general banking is also known as retail banking . General banking plays a vital role
of overall banking activities.

Learn to open an account: I have learnt how to open an account. Rumana Hossain, Junior
Officer of Mutual Trust Bank Limited. She gave me whole idea about the procedure of opening
an account, how to deal with customers or how to help them for account opening.MTB
basically opening two types of accounts. There are personal account and non-personal account.
Non personal account is company account. For opening personal savings account needed
photocopy of birth certificate/passport/ voter ID card no of both A/C holder and nominee, two
copies of passport size photograph of the account holders& one copy passport size photograph
of nominee duly attested by A/C holder, A/C introduced by an account holder.

KYC (Know Your Customer): This form which is attached with all the account opening Form
I have to fill up KYC form. This is a written an information form of an account holder. In KYC
form name of account holder, account number, passport number, national ID number, source

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of fund, monthly number of transaction, and total amount of monthly transaction etc.
information written there .

Pay orders are issued record: Pay- order is a kind of transaction tool of a bank that is safer
than a cheque. In the register copy, I used to write the payers name, payees name, amount of
the pay-order serially by seeing the pay-order block of the bank.

Receives numerous documents from many institutions: I worked at front desk I Collected all
the documents. Receive Documents from different organization such as insurance Company,
organizations, government office and other banks.

Giving Customer Services: MTB always try to give best customer service to the all clients.
Accounts Services, Card Services, Value Added Services, Remittance Services, Product
Information services etc. give to the customer.

Keeping record of cheque book requisition: I receive requisition from client and deliver
cheque book to the client. When cheque books came from the head office my duty was to seal
all the cheque according to date books to make it authorized.

Job Responsibilities in Clearing Transfer: As I worked at BACH / Clearing desk. I receiving

all outward cleaning cheques from MTB others branches Md. Shahadat Hossain, Assistant
Officer of Mutual Trust Bank Limited. She gave me whole idea about the procedure of Clearing
Transfer. Outward cheques scanning processing, confirm, authorize MARK BACH type,
reprocess & release to CCD through DMS software & send to Bangladesh BANK. Then
printing bank wise outward cheques summary all. Then accounts & fund transfer related
activities.

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2.2 Function of the department: The functions of Mutual Trust Bank Limited are
as follows:

Primary Functions

Accepting Deposits

Lending

Investment

Secondary Functions

Agency Services

a)Collection and Payment of Cheques

b) Standing Instructions
c) Acting as Correspondence
e) Collection of bills-electricity, telephone, etc

Miscellaneous or General Services

a)Lockers-trustee
b)Remittance facilities
c)Advisory Services
e) Opening LC
f) Complete service in Foreign Trade
g) Other Services: Debit Card, Credit Card, On-line Banking, SMS Bank
h) To maintain all types of deposit accounts with online facilities.

i)To conduct foreign exchange business.

j) Other banking services

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 At MTB have designed various deposit accounts to service all different needs. From a
straight forward Savings account to Fixed Deposits.MTB aim to satisfy all clients,
regardless of how big or small they may be.

In general banking department to maintain all types of deposit accounts with online facilities.
Deposit accounts are given bellow:

Regular Savings Account: This is the regular savings account of MTBL. This account is
providing online banking service, fund transfer from one branch to another branch, cheque-
book facility to its customers.

Fixed Deposit: The customers who want to invest for a long time MTBL is offering fixed
deposit with interest rate for them. The customer can use fixed deposit as collateral to get
overdraft facilities.

Brick by Brick: Brick by Brick is a unique monthly savings plan which builds up over the years
and provides a lump sum amount at maturity. No initial deposit is required. The monthly
installment of this plan is BDT 250, 500, 1000, 2000, and 5000. The savings duration is 3, 5, 8
and 10 years. Brick by Brick is very popular deposit in Mutual Trust Bank.

MTB Inspire: MTB Inspire provides a range of enhanced services, while letting the customer
enjoy unique benefits of getting return on customers deposit monthly instead of traditional
half yearly. Interest is calculated on daily basis and paid monthly.

MTB Ruby: MTB Ruby enables todays independent women to enjoy hassle-free banking
services. Besides the core MTB banking advantage, MTB Ruby, an exclusive savings account
for women, is packed with special benefits for the women customers. Here interests are add on
daily basis and it will be credited monthly.

MTB Junior: MTB junior account is for the children. The bank helps the customer to show a
secure way to save money for their children. The account holder has to be below 18 years.

MTB Graduate: This account is for the graduate and college students who are above 18 years.
MTB Graduate, a contemporary savings account.

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 Online Banking Services: Mutual Trust Bank is playing a pioneering role among
its competitors in providing real time online banking facilities to its customers. Mutual
Trust Bank online banking offers a customer to deposit or withdraw any sum of money
from any branch anywhere.
Loan & SME banking functions: Mutual Trust Bank also offer loan to its
customers. It has various types of loan products to satisfy the different needs of its
customer. SME banking is a service provide to the small business enterprise.

MTB Personal Loan: Mutual Trust Bank offer simple, convenient and quick loan
facilities to fulfill its customers needs. Loan amounts from Tk. 50,000 to Tk. 10,
00,000.

MTB Auto Loan: Mutual Trust Bank offer lucrative interest rate for the car loans.
The loan is available for new and reconditioned cars. The interest rate is 17%. Loan
amount is BDT 3, 00,000 to 20, 00,000.

Corporate loans:
Term Finance: It provides loans that have specified repayment schedule and a
floating interest rate with tenure more than one year but less than ten years.
a)Project Finance.
b) Finance for Importing Capital Machinery.
c) Lease Finance.
d) House Building Finance.
Working capital Finance: MTBL has special care in financing to meet the
customers' running capital requirements by offering the following products.
a) Secured Over Draft (SOD)
b) Cash Credit (Hypo.)
c) Cash against Document
d) Short Term Loan
e) Inland Bill Purchase (IBP)
f) Foreign Bill Purchase (FBP)

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 MTB Small Business Loan: Enables the SMEs to expand their business.
Features and Benefits:
a) Loan amount up to BDT 50.00 lac.
b) Loan period up to 5 years.
c) Attractive rate of interest.
d) Easy repayment schedule.
e) Minimum 02 years of business experience.
f) 1.00% service charge.
g) Up to BDT 5.00 lac is collateral free.
h) Easy processing.

Locker Service: MTBL provide locker service to their clients. Clients can rent a
locker for one year. Every year they have to pay a fee. They can keep any documents,
ornaments and valuable thing in the locker. One key is given to the clients. There are
three types of locker at MTBL: small, medium and big. The fee of this locker is Taka
1500, 2000, and 2500.

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 Chapter 3

Internship outcome / Issue Analysis:

3.1: Problems / challenges faced / identified in the workplace:

The internship period was very fruitful which showed the face of real life job experience. I
learnt interpersonal skill, communicational skill and technical skill that helped me to build my
knowledge in a broad way. The interpersonal skills helped us to interact with the various types
of customers and their various problems. I also learnt the technical skills to operate computer
system. There must be a two way effective communication with the customers so as to satisfy
them with the services. Now, I would like to present my observations and problems that I faced
in working place and I also give my opinion to recovery those problems. Some problems are
given below:

Less service quality: Sometimes bank gives less service quality. Less quality of service
is also dissatisfied the customer. Some customer spread out negative word of mouth
which is negative impact in the bank reputation. So Mutual Trust Bank Ltd. Have to
developing the customer and all banking services always. In todays highly competitive
corporate environment, quality of services is an essential element for enhancing
customer satisfaction and customer loyalty.
Facing account opening problems: The newly prescribed account opening form is
very much informative. Sometime it has possible to make mistake to fill up the form
carefully.
Unsatisfactory software performance: Mutual trust bank limited use Flora software
for performing their banking activities. Sometimes therefore it delays to performing
banking activities at time.
No desk and specific task for internee: This is the major problem in Bashundhara
Branch. Mutual trust bank limited doesnt arrange any desk and fixed any task for their
internee.

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3.2 Analyze the issues based on relevant theory:

Not Enough Direction is the major problem in the MTBL. When an internee in this bank there
is not always clear direction given from the boss of what they have to do in working place. As
a result the information remains completely unclear to me, I have no idea what I have to do.

Banks must consider various antecedents (tangibles, reliability, assurance and empathy,) of
service quality in order to have delighted customers (B. Sharp, & A. Sharp, 1997) and to
enhance their performance and profitability (Hackl et al., 2000; Anderson et al., 1994; Lewis,
1993).The satisfaction level of customers is dependent on their perception of service quality
and the trust in service provider (Ismail et al., 2006; Aydin & zer, 2005; and Parasuraman
etal., 1988).

SERVQUAL scale, developed by Parasuraman et al., (1988), is the most famous measure of
service quality. It classifies and measures service quality in five dimensions. We have taken
four out of these i.e. tangibles, reliability, assurance and empathy.. A brief explanation of these
dimensions is given below:

Tangibles: Those things which have a physical existence and can be seen and touched. The
services providing personnel of the organization (Blery et al., 2009).For example: this bank
has no modern looking dcor and equipment which is always attract the customer.

Reliability: Reliability means the ability of a service provider to provide the committed
services truthfully and consistently (Blery et al., 2009). For example: The bank performs the
service right the first time. But sometimes this serves is not possible for software problems or
employee efficiency.

Assurance: Assurance is developed by the level of knowledge and courtesy displayed by the
employees in rendering the services. For example: In the MTBL at bashundhra branch few
employees of the bank are not friend and friendly staff. Sometimes employees not provides
financial advice.

Empathy: Empathy means taking care of the customers by giving attention at individual level
to them (Blery et al., 2009). For example: the employees of the bank not understand specific
needs of customer and high service charge.

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Account opening form is very much informative. It takes about half an hour to properly fill in
the form. When four or five people come at the same time to account opening it takes more
time and having chance to mistake in the form. Those mistake will make many problems when
signing authority and acceptance of terms & condition part of the form scanned and update
individual customer information in the Flora software.

Transaction processing system is a part of Accounting Information System. But sometime n

banking hour the flora software often hanged. Now a day, people have very little time to waste
but want fastest and unique services in short time. Therefore it delays to performing banking
activities at time.

No desk and specific task for internee: this is the problem in Bashundhara Branch. Mutual
trust bank limited doesnt arrange any desk and fixed any task for their internee. We were
facing many problems. So we dont get any chance to learn banking activities by doing practical
task.

3.3 Recommendation:

The following point can be recommended on the findings:

a) Tangibles: Bank has to developing modern looking and dcor and modern equipment. Bank
reception desk has to be neat appearing.

Reliability: when a customer faces a problem the bank shows sincere interest to solve it. Bank
has to be performs the service the first time. Bank keeps its records accurately and error free.

Assurance: Bank make sure that a customer can safety transaction. Bank employees provides
polite and friendly behavior.

Empathy: Providing promote information to customers and provides convenient service

charges. Also understand the customers needs.

b) An internee we are not familiar with banking software which is used in a bank. For basic
Software knowledge or introduction of the use of softwares in bank given to the internee
before starting internship.

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c) The form should be precise with the quality information to the points of the client rather
unnecessary or vague information. This can create the opportunity to serve more people in
short time.

d) Mutual trust bank limited have to arrange desk and fixed task for their internee. When
internee get desk facilities they can motivated to doing the work carefully and they can learn
all the banking activities with satisfaction. Good environment always motivated in working
sector.

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 Conclusion

As the largest nationalized commercial bank Mutual Trust Bank Limited is operating every
corner of the country providing the banking services to different classes of customers. The area
where there is no branch of any bank of the modern competitive banking sector, there one can
find a branch of Mutual Trust Bank Limited.

Banks play an active role for the development of the country. Mutual Trust Bank Limited has
made commendable improvement over the past years. I am proud to get an opportunity to
continue my internee in the organization. I tried to gather experience in General banking and
summarize all the information within the report. It will also be helpful for the bank management
if they carefully analyze the problem and consider recommendation in this paper and take
necessary actions for corrective measures.

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 Mutual Trust Bank Limited will help me a lot in my future
banking profession. Through all departments and sections are tried to cover in which I got the
chance to gather practical experience for the internship program, it is not possible to go to the
depth of each activities of branch because of time limitation. However, highest effort has been
given to achieve the objectives the internship program.

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 References

1) http://www.mutualtrustbank.com/
2) MUTUAL TRUST BANK ltd. Audit Report.
3) Customer Services guide of MUTUAL TRUST BANK LIMITED.
4) http://www.bangladesh-bank.org/
5) Blery, E., Batistatos, N., Papastratou, E., Perifanos, I., Remoundaki, G., & Retsina,
M.(2009). Service quality and customer retention in mobile telephony. Journal of
Targeting,Measurement and Analysis for Marketing, 17(1), 27-37.
6) Pak J Commer Soc Sci Pakistan Journal of Commerce and Social Sciences 2014, Vol.
8 (2), 331- 354

Appendix 1

Deposit Products:
MTB EducationRegular Savings Account
MTB Senior
MTB Inspire
MTB Ruby
MTB Graduate

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 MTB Junior
MTB Shanchay
MTB Care
Current Account
Fixed Deposit
MTB Double Saver
Monthly Benefit Plan
Brick by Birck
MTB Children Education Deposit Schemen Plan
MTB Millionaire Plan
MTB Kotipati
MTB Gift Cheque

Appendix 2

Daly Bass Balance Sheet: some pictures are given below:

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