INTRODUCTION

The following report describes the activities carried out during a twelve week, full-time internship at the Jamuna Bank Limited requirement for the completion of the BBA Program, North South University. The document contains information about the organization and the responsibilities performed throughout the period. More than a plain account of tasks, the objective of this text is to reflect upon the experiences collected during the internship from the perspective of a BBA student in Sustainable environment. This working experience is an effective tool to correlate the theoretical knowledge with the pragmatic approach. For this reason, internship is a handy tool for a business graduates. Doing internship at Jamuna Bank Limited gave me an immense scope to have an in-depth idea about the service and financial industry. The importance of service and financial intermediaries in the development of the overall economy of country cannot be described in short. From the inception of the civilization, the financial sector dominates the economic development of a country by mobilizing the savings of the general people and by channeling those savings to investment and eventually, by ensuring economic development and growth. Therefore, at the beginning of the internship I formulated several learning goals, which I wanted to achieve: to understand the functioning and working conditions of a non-governmental organization; to see what is like to work in a professional environment; to see if this kind of work is a possibility for my future career; to use my gained skills and knowledge; to see what skills and knowledge I still need to work in a professional environment; to get fieldwork experience/collect data in an environment unknown for me; to enhance my communication skills; to build a network. The main objective of my internship program is to directly experience the real work life and make me prepare for the challenges of the real upcoming world.

Objective of the report

General objectives:The main general objective is to gain practical job experiences for flourishing my career and view the application of academic knowledge in the real life. Specific objective: To know about the general banking procedure of JBL. To get idea about the Banking scenario of the Bangladesh. Find out the acceptability of JBL to the customers. Find out the existing problem of Jamuna Bank Ltd.. To gain the experience of corporate life. To find out how efficiently the present strategies work. Find out the market position of JBL Find out the marketing strategy of JBL and how it works.

Background of Jamuna Bank

Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act, 1994 of Bangladesh. The Bank started its operation from 3rd June 2001.Jamuna Bank Ltd. is one of the leading private commercial banks in Bangladesh that has achieved tremendous popularity and credibility among the people for its products & services. It is a public Ltd. company and its shares are traded in Dhaka and Chittagong stock exchange. The bank undertakes all types of banking transaction to support the development of trade and commerce in the country. JBLs service is also available for the entrepreneurs to set up new ventures and BMM of industrial units.To provide clientele services in respect of international trade it has established wide, corresponded Banking relationship with local and foreign banks covering major trade and financial interest home and abroad.The bank gives special emphasis on export, import, trade finance SME finance Retail credit and finance to woman Entrepreneurs.

The departments and the people

I have done my intern in the Jamuna Bank Limited Mirpur-1 Branch. Actually in my office there were no such departments like an ideal organization. General banking activities were divided into several divisions such as Account Opening, Clearing Section, FDR section, Foreign exchange, Cash, Loan, Card Division. My branch is lead by the branch manager whose designation is senior vice president. Under him he has one assistant vice president, two principal officers for overall supervision of the branch. Currently there are 15 employees working in several divisions starting their designation from the assistant principal officer to junior officer.

My contribution to the Organization

I was assigned at the Mirpur-1 Branch of Jamuna Bank Limited to complete my internship program. As an intern in the JBL there were a number of activities in which I was involved. The activities are given below:

Receiving cheque Book request

Issuing cheque books

Giving customers information about different types of accounts

The process of account opening

The process of account closing and transfer of account.

Administrative Activities like drafting letters or any other papers.

Assisting the person who works on auditing.

Receiving request for stop payment of cheque

Collecting necessary papers from customers such as- photocopy of National

ID card, Passport, Trade License etc.

Inputting data to and retrieving necessary information from Flora Software.

I was rotated across all 3 different departments in my internship period. However, my main concentration was General Banking section and thereby, in this report I have described about my job responsibilities at GB.

General Banking is the starting point of all the banking operations. General Banking department aids in taking deposits and simultaneously provides some supplementary services. It provides those customers who come frequently and those customers who come one time in banking for enjoying supplementary services. In some general banking activities, there is no relation between banker and customers who will take only one service form bank. General Banking consists three different sections in this branch. These are:

Front Desk

Accounts Department

Cash Counter Section

The job was really hard at GB. At first I was demoralized. But later on I learned how to deal with it .

My Learning from the Organization

An internship program helps a student to learn new skills as well as hone existing ones, particularly those that will be valuable for the future. Internship at Jamuna bank gave me many opportunities to gain and hone multiple skills.

Technical skills:After joining Jamuna Bank Limited, I have come to know about banking software. The name of the software is FLORA . The outlook of the software is pretty similar to MS DOS operating system. I learnt the functions of the software while my supervisor used it. All terms are listed in that software. Whoever uses the software, he/she have to just place the input/information manually.Analytical skills:As an intern my role was quite similar to a traditional customer care executive. Before any other skill is possible, a customer care executive must be patient and able to listen attentively. Customers are easily displeased or disappointed, so I had to be always tactful, never aggressive or defensive, and never blame the customer. Tact also implies on positive language like using yes-words rather than no-words. Again empathy is needed in this job as this is the ability to understand the customers, his/her needs and mood. So, as an intern I had been able to learn effective customer management skills to respond in a tone and manner that will appease and reassure the customer. I also learned the way of finding solution of unpredictable situation by analyzing the moment.

People skills: As an intern, my communication as well as interpersonal skills got enhanced as I worked in a place where people from all walks of life come for services. I had to deal with different customers differently while providing services to them. Different customer has different mentality. I had to both talk to the customers and work in the system to find desired information for them simultaneously. Also, I had to communicate with internal people nicely everyday these communication skills improved my attitude as I used to get scared talking to unknown people before.

Personal development: Since the first day, my supervisor did not hesitate to give me responsibilities. This has been helping me to grow both professionally and personally. My supervisor and other officers also help me how to be friendly with co workers and colleagues. During my internship, I had to come to office timely as everything is recorded in the system. So, to work as an intern, I had to be punctual too. Moreover, at Jamuna Bank Limited, while attending the customers, I also had to look at the system and search for the data, listen to my supervisors instructions, help customer to fill up account opening form, write several voucher etc. So, I had to do multitasking at a time.

Overall Experience from my Internship Program:

Work done:

Throughout my whole internship period, I have done lots of activities by myself. In the very beginning, I started my journey simply preparing bank statement and giving balance to the clients. At that time, it seemed very difficult for me to handle clients by doing only these two silly tasks. But gradually, with the cordial help of my supervisor and other officers, I have learned most of the activities of General Banking department. However, from the second month of my internship, I started proving myself as an effective intern. I started clearing cheques, giving balance inquiry, preparing solvency certificate & tax certificate, filling documents, calculating tax & interest, verifying fund transfer vouchers, posting batch, issuing cheque books etc. All the aforementioned tasks seem very easier to me now. Officers have faith on me and thats why they dont perform all those tasks by themselves anymore rather, they tend to assign me for those tasks all the time. I have been able to make them depend on me and I have received the award of that in the form of appraisal on behalf of most of the officers. Learning and Achievements:

Over my Internship period I was lucky to learn about different kinds of things from my superiors. First of all, I was fulltime involved with the bank. Though I was taken as an intern, I worked there like a full time employee. My main goal was to learn how the real banking is done and its processes. As banking is a huge sector it has lots of works in there. So I had a great chance to learn many things. Every day, I have learned a lot.In my first days, I was assigned to the customer care department where for the very first time I learned about making different types of statements, checking balance, attending call from customers, preparing financial data etc. I also learned how to deal with customers regarding different matters face to face or over phone. Then I was assigned to prepare batch which is the list of the cheques to be transferred to the house of Bangladesh Bank in order to get converted to cash. While preparing this, I came to know that the cheques received within 12 pm of a regular banking day are subject to go to the house of Bangladesh Bank and get converted to cash immediately on that day. But if the cheque is received after 12 pm then it is subject to go to the next days house and be converted to cash on the next day as well. Then I learned how to clear the bills of a customer and that a bounce cheque means a cheque return from another bank due to some kind of mistake or fault. Literary, I learned about savings account and current accounts and what are the materials required opening these accounts. I came to know that an account opening form contains some important documents like a CIF (Customer Information Form), TP (Transaction Profile) and an ATM form. I learned how to make proper endorsement from our Trainee Officer. Then during the calculation of tax and interest, I came to know that a tax year consists of 1st July of a certain year to 30th June of the next following year. I had a chance to prepare bank solvency certificate and tax certificate. A bank solvency certificate for an organization states that the organization is financially solvent to bear its committed expenses and a tax certificate consists of the amount of interest and tax to be deducted by bank. I also learned the procedure of transferring the salary to different organizations. I frequently listed down the return cheques from different banks. There are different reasons for a cheque to get returned or bounced like insufficient fund, unmatched signature, wrong amount written on the cheque etc. For some days, I had to sit at the front desk and deal with clients face to face and that was the first time I got the feeling of being an employee of Jamuna Bank. Performing tasks by sitting on the front desk were not that easier though all the tasks were known to me. Because clients tend to ask questions continuously and sometimes they get angry if they dont get prompt reply.In recent days, I was given the responsibility to find out the closed accounts and inform those clients via letters. Thats why I had to write around 20 letters to those closed account holders.Observations/ Reflections:

There were lots of observations and reflections in my internship period. From the very beginning, I saw how the officers remain careful about all the tasks they perform every day. Like, while receiving the cheques, officers have to look at the date, signature, account no, cell no etc. If any one of those is missing, it may create a big problem for the bank because each and every cheque worth a huge amount of money. Sometimes, I was given the responsibility to check the fund transfer which was of much importance too. If any amount is typed wrong, the bank will be responsible for that and thereby will have to compensate the amount. Performing tasks at JBL had become a habit of mine and thats why sometimes I had to leave office at 6.45pm in the evening throughout all the weekdays whereas officers leave at 6.30. Moreover, I had to gather information about some of our clients who havent paid any tax. We gathered this information on the request of Bangladesh Bank. Thats why after preparing these kinds of documents; I used to verify it by my supervisor. I also had to issue cheque books to the clients. This task was much riskier too. Because, Bankers, before issuing the cheque books just verify the signature. Except this, there is not any special indication on which they can verify if the person sitting before them is a fraud or not. Now-a-days, many people are taking cheque books by showing counterfeit signature which is a big disgrace for a bank. So, I remained extra cautious while doing those works. In the end of my internship, I started to realize that I can prove myself well in this sector in future whereas in the beginning I thought I wouldnt be able to handle this pressure if I get into the sector in future. But interestingly, I was having interest out of all those common tasks I used to perform every day. Now I wish to be an officer as I depart Jamuna bank as an intern. I would be delighted if I get retained back by Jamuna bank as one of their officers.

Notable Incidents:

The working environment is different than I was expected. All the employees of the bank are very friendly and affable to each other. They treat with each other just like friend and there is no senior-junior difference. Even the senior officer also maintains friendly relationship with the most junior one of that branch. When it comes to assigning some tasks to the interns, SAVP specifically utters my name and orders my supervisor to give the task to me even though there are many interns at that branch. Now-a-days, I got continuous tasks from her which other interns dont. Interns are not insisted to come at office during the strikes but I tried to attend office beyond the difficulties. As a result, I used to get special thanks from different officers for being present even during the strikes. During the branch meeting, we saw how the branch manager and operation manager guide all the officers on different regards. One day the VP sir called me in his room and he was asking about my progress. At one point of our conversation, he suggested me to shift at the foreign credit department from the next immediate month because it would enhance my experience and that it is not effective to stick to only one department throughout the whole period of internship. Once, at our Mirpur 10 branch, a fraud cheque has been identified. As a result, the manager and SAVP both remained very upset throughout the whole week. Sometimes the guardians come to the bank and they complain about the process. Because sometimes some students are duplicate their parents signature and try to collect the money. But now when people are come to the bank then the bank contact with the guardian then accept the cheque. I have to handle this type of customers very tactfully. Few days ago, two of our officers admired me face to me. They were very happy and satisfied with my performance. Since my internship period is going to end very soon, they said they would miss me once I left them. In fact, they told me to apply to any of their circular so that they can retain me back as an employee. Interaction with supervisor and co-workers

To achieve real life experience it is important to get good support from the supervisors and the coworkers. At the beginning of my internship the working environments and conditions was totally new for me. On the very first day I had met with my supervisors and some other interns. On that time, I didnt understand how the bank provides services to the customers. I am grateful to my supervisors because they helped me a lot whenever I faced any problem during the internship program. My supervisors always tried to teach me the procedures that were necessary to provide good banking services. They provided me the guidelines for giving the customer services in a shortest possible way. They always gave me motivations whenever I made mistakes. They made me realize that people learn from the mistakes and nobody can do any task perfectly in the first time. Whenever, I made any mistakes while doing any tasks they showed me the solutions.

What I have Learned

I had learned a lot during the internship program. It is important to know how to cope with the real life working condition and use the educational facts in to the work life. This practical orientation is necessary for the development and preparation of a person before entering into the corporate world. The things that I have learned:

Working in a group Cooperation Working under pressure Build strong customer relationship Meaning of responsibility Necessity of commitment Punctuality and regularity is very important Ability to interact with different sorts of people

Comparison between of Academic Learning and Internship Experience

We have completed our academic courses in North South University and I have done my Internship Program in Jamuna Bank Limited. In the beginning of the internship program I was facing some serious problems understanding the working procedures of the official jobs. Then I had a thought that our academic learning is different from the practical work experience. After a few weeks I was able to understand that there is a link between the practical works and the academic knowledge we got in the university. It would be clearer if I share an example. I was told by the Senior Assistant Vice President to make a quarterly ATL and BTL plan for their mobile banking service. I learned about the ATL and BTL activities in my marketing courses. I made the report according to that academic learning. When I presented the work then they was told that I have done it completely wrong. I was depressed by hearing that but after sometimes Senior Officer explained it to me and I understood that my presentation format was wrong but the content was right. Then I understood that we have to shape our academic learning according to the organization we are working with. After having this experience working here became easier to me because I was able to link my academic knowledge with the real jobs in the work place. In the end I can say that, some part of my internship experience I have seen the direct relation of my academic learning and in the rest of part I have seen the indirect relation. So the academic learning and real life work experience is not completely similar but if we can shape the academic learning with Organizational working format then we will find the linkage.

Difficult Situations and Solutions

Specifically, in my internship time period, I did not have to face much difficulty. I faced some small case difficulties which were manageable and Im happy with how I dealt with those situations. As I was new to work it was difficult to understand their work language like STD(Short Term Deposit), SND (known as short notice deposit but refers to short term deposit accounts), Second man (refers to operation manager) etc. But I observed everyone carefully and listened to them and got it under control within the first few weeks. First week I also faced some problems understanding the work process. As there were too much people to serve it was quite impossible for me to concentrate in the work. Afterwards it became normal to me. It was also hard to learn in that pressure so I asked them to teach me their works when they were free. In other cases, I have faced some minor problematic situations which do not really need specific descriptions but on an overall basis, it was quite a smooth journey for me. Moreover, whenever there were any difficult situations everyone helped me to solve it. That was the main reason why I didnt have to deal with many difficulties.

Influence of Internship in My Future Career PlanBefore joining Jamuna Bank, I was planning to continue my education (MBA) after graduation. But after joining and experiencing my internship at JBL, I am beginning to wonder that first of all, I should gather some experience and then join post-graduation programs. I am currently hoping that, if get a job in an Multinational Company or a bank, then I will continue to work there for couple of years and then I will go for higher education.

But if I get any opportunity to doing a job in bank than obviously I will choose the bank job for my future career. Because according to me, banking is the appropriate sector for good career development. Banking career can give me smart amount of money, dignity, smooth career growth, gratuity and lots of other benefits. This sector is maintaining the service rules and regulation properly. I think those may be good reasons for choosing the banking as a career.

Recommendation

I had the practical experience and exposure in Jamuna Bank Ltd. for just three months. Banking sector is very vast and complex so it is not easy for me to recommend some issues which enhance the performance level of the organization. During my internship period I have found some shortcomings regarding operational and other aspect of banking. I would like to present the following recommendation. The Bank should improve the quality of its service and ensure the maximum level of customer satisfaction. Officer should be more efficient for providing prompt services to its clients and ensure less time consumption regarding General Banking. There are huge gap between the customers expectation and actual services provided by the Bank. Bank should try to minimize this gape for improving the relationship between the clients and Banks. Training the employees one or two times in a year with latest banking technology which will help them to adjust in a new working environment. To attract more clients JBL should create a new marketing strategy, which will increase the profitability of the bank. To establish a better social image the Bank should needs to participate more in social welfare activities. Very often customer complained that the ATM machine is not performing effectively and they cant withdraw the money. So improve own ATM network and ensure better services. Number of ATM booth should be increased and maintain sufficient fund in ATM booth otherwise customer have to use other bank booth and bear additional charges for that. From my personal experience I have seen that many customers wait for along time for any services as they see that the some concerned officers are doing their best to meet the requirements of the clients. So Management should employee at least few more employees in General Banking and Foreign Exchange department of Mirpur -1 Branch. The Bank should offer introduce new innovative products to attract more new customers and provide different kind of benefit for its existing customers.

Conclusion

The last 3 months was quite intriguing to do my internship at Jamuna Bank Limited, Mirpur-1 Branch. I found out about the nature of actually working in a professional environment. This internship program, in first, I have been arranged for gaining knowledge of practical banking and to compare this practical knowledge with theoretical knowledge. Only three sections are covered in 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.

Appendix

JAMUNA BANK LIMITED

Weekly Journals

Submitted TOShahneela Naheed,Lecturer,North South University.

Submitted ByMohammad Nazmul Hasan102-0508-030

Journal 1 on 1st WeekPeriod: 18-01-2015 to 22-01-2015 ------------------------------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------------------------------- Summary:My internship journey in Jamuna Bank Ltd. started on 18th January 2015. It was all of a sudden, because the offer letter was handed the same day I joined the bank. So I was not very prepared. But when I got the reception, all my worries were gone. My first week at Jamuna Bank was the most important stage of my internship as it consisted of introducing with my supervisor and other officers. I was introduced with my co intern who is from Jagannath University. Most importantly, I was introduced with my tasks to be done. My supervisor is a very helpful guy and he makes me understand everything very easily. He advised me few things and told me that I am just like one of their employee and that was the moment I felt more inner and close to the bank. He explained me the business responsibility and objectives they are pursuing. Moreover, all the staffs appeared very friendly and they are helpful too. Overall, my first week at Jamuna Bank was all about introduction to the members of the bank and the tasks.

Works Done:I learned lots of new things on the first week such as opening accounts, making statement, checking balance, talking with customers, attending call from customers etc. I also learned how to deal with customers regarding different matters face to face or over phone.

Learning and Achievements:My first week of internship program in Jamuna Bank Ltd. was very interesting. First week of my internship the most important achievement was learning how to adjust with organization culture. Making proper conversation with the customers and getting experience of banking activities could add value to my future career. Observations/ Reflections: From my own opinion I observed that in this branch the front desk and cash counter employees try to give the good service for customers satisfaction. So people do not make any noise for their good service. Simply standing and submit their bills and payments. Also they do not break the lines. The customer maintains their serial. Sometimes two or three people did mistake to fill up the form.

Notable Incidents:The working environment is different than I was expected. All the employees of the bank are very friendly and affable to each other. They treat with each other just like friend and there is no senior-junior difference. Even the senior officer also maintains friendly relationship with the most junior one of that branch.

Journal 2 on 2nd WeekPeriod: 25-01-2015 to 29-01-2015--------------------------------------------------------------

Work Done: Second week at Jamuna Bank Ltd. I did those tasks and most of the works are same as first week. 1. Helping customer to fill up the account opening form.1. Help customer to understand which account provides what rate of profit and the periods and profit rate of FDR.1. Ensuring necessary documents like: passport size pictures of account opener and nominee photocopy of voter id card of account opener and nominee, birth certificate. I had to also check photocopy of trade license and partnership document in case of current account.1. Adding or attach the necessary document with related customers account opening form. 1. Checking signature of account opener and nominee wherever necessary.1. Then attested those documents by putting officers seal and sign.1. Then I have also written the check number, serial number, date and amount of money paid in another registry book. In this week I have mainly worked in account opening section where I have to guide and provide information about accounts to the customers.

Learning and achievement: Second week at Jamuna bank was quite challenging for me. Cause, this week I had to do every work myself. Nobody guided me. There were huge pressures for opening new accounts. So, from the second week, I learned:1. Detailed knowledge about opening new accounts. Mentality and attitudes of different customers. What documents are necessary for opening savings account, current account, FDR, MSD, CD, LDS etc. If the amount of the money in the check is more than Tk 50,000/= than cashier do more justification by calling the original clients. How to be patients in pressure. Come to know different products and accounts of this bank.

Observations/Reflection: I understand that the general banking department does the most important and basic works of the bank. The relationship between banker and customer begins with the opening of an account by the customer. Selection of customer for opening an account is very difficult for a bank. In fact, fraud and forgery of all kinds start by opening account.

Notable Incidents: Monitoring activities of the in-charge of general banking is not effective. Cause, one officer has to handle several activities. It has some become difficult for one banker to help customer provide information about accounts, to open accounts, put customer information to the software, justify all the documents at a time.

Journal 3 on 3rd WeekPeriod: 01-02-2015 to 05-02-2015Work done:This was a different week for me in Jamuna Bank Ltd. than the last tow weeks in different perspective. The week started with Hartal and continued throughout the week. So the work pressure was less in GB. At the very beginning of this week, I had to prepare at least 20 account opening form ordered by a client. Then I endorsed cheques cleared by the trainee officer. I was given the responsibility to match the FDR amount given by the customers against the amount documented by the bank. Lastly, I filed up the important documents at the store room.

Learning and Achievements:While I was preparing the form, I came to know that an account opening form contains some important documents like a CIF (Customer Information Form), TP (Transaction Profile) and an ATM form. I learned how to make a proper endorsement from the trainee officer. He helped me a lot understand the way of correct endorsement and the way I can change an endorsement if there is any mistake made by me. Filing up is another important task I learned on the 3rd week. My supervisor gave me some documents like account opening form, FDR form etc and told me to keep it in the accurate file. There are at least 500 Cosmo files at their store room and at the beginning I was in disarray. But my supervisor showed me the way of finding out the accurate file and then everything became clear to me. Moreover, I learned how to match the FDR amount from the FDR form against the listed amount by the bank.

Observations/ Reflections:On the 3rd week of my internship, I observed that each endorsement I make on the cheque is subject to go to the SAVP to get final authorization. SAVP checks everything very specifically and if there is any mistake he becomes heated immediately. Since I was making endorsement on behalf of the trainee officer, I could feel the importance of the work. Because if I made any mistake, it is not me who would held responsible for this rather the trainee officer would be misbehaved. In addition, the FDR amount checking part was also important. Because if the bank lists the wrong FDR amount as opposed to the amount given by the clients, the interest amount will get changed and eventually bank will held responsible to the clients. These are some of the experiences which are going to help me in any organization in future. Notable Incidents:When it comes to assigning some tasks to the interns, SAVP specifically utters my name and orders my supervisor to give the task to me even though there are many interns at that branch. My boss and colleagues have become happy with my performance. I got to learn quite a few things as well.

Journal 4 on 4th WeekPeriod: 08-02-2015 to 12-02-2015

Work done:On the 4th week, I had to make cheque clearing and to check the account balance of each customer and clear their DESCO and WASA bill. I was also responsible for calling customers regarding the fact that they have a bounce cheque or their cheque books are on the stock.

Learning and Achievements: I learned how a cheque is converted to cash within one or two days. I came to know that the cheques received within 12 pm of a regular banking day are subject to go to the house of Bangladesh Bank and get converted to cash immediately on that day. But if the cheque is received after 12 pm then it is subject to go to the next days house and be converted to cash on the next day as well. Moreover, I learned how to clear the bills of a customer. The information I got on the 4th week of my internship were very much important for those who are planning to build their career on banking sector.

Observations/ Reflections:I saw that the officers remain very careful when they deal with cheques because those are highly valued and if any one of them is lost the bank will be held responsible to the clients. So, I could feel the importance of that work. Regarding the DESCO and WASA bill, if any customer id is wrong the payment will not be clear and customers may have been given further notice to make the payment again. Thats how I realized how important all these works are and how extra careful a banker has to remain during his/her duty.

Notable Incidents:One day the VP sir called me in his room and he was asking about my progress. At one point of our conversation, he suggested me to shift at the foreign credit department from the next immediate month because it would enhance my experience and that it is not effective to stick to only one department throughout the whole period of internship.

Journal 5 on 5th WeekPeriod: 15-02-2015 to 19-02-2015

Work done:My experience as an intern has just crossed a month. In this one month I came across many different situations, therefore, I got many things to learn. But most of the activities made on the 5th week were same as the previous few weeks. Clearing cheques, preparing balance statement, opening accounts etc were some of the common activities done by me. The whole week exceeded by doing all these activities. But on the last day of the week my supervisor gave me a new task and the task was calculating the tax and interest for some of the clients. Another new thing I did on the 5th week was attending phone calls from clients who were looking for the balance inquiry.

Learning and Achievements:During the calculation of tax and interest, I came to know that a tax year consists of 1st July of a certain year to 30th June of the next following year. Moreover while attending the calls, clients were asking for different kinds of information regarding their balance such as cheques have been cleared or not, cashes have been deposited or not, which branch their cash have been sent from etc. In the first instance, it seemed difficult to me but gradually I knew how to provide all those aforementioned information. There is a separate code maintained on their software for this balance inquiry part.

Observations/ Reflections:The week ended really fast and I couldnt feel for a moment that the week was full of strikes. I had to leave office at 6.30 pm in the evening almost all the weekdays whereas officers sometimes leave at 6.00 pm. Thats why I could not grab hold of any moment at office on the 5th week of my internship.

Notable Incidents:Though interns are not insisted to come at office during the strikes, I tried to attend office over the whole week. But other interns didnt come; as a result, the whole pressure was on my shoulder as I had to back up their part of work as well. In the end of all these, I got special thanks from senior principal officer on the last day of week for being present throughout the whole week even during the strikes.

Journal 6 on 6th WeekPeriod: 22-02-2015 to 26-02-2015

Work done:This week started with preparing bank solvency certificate for some companies, checking out the salaries of (Bangladesh Chemical Industry of Corporation) BCIC college which was a huge list of about 200 employees and verifying the fund transfer prepared by one of our officers. Since one or two officers were on the vacation, interns passed very busy day throughout the whole week.

Learning and Achievements:For the first time, I had to prepare the bank solvency certificate. A bank solvency certificate for an organization states that the organization is financially solvent to bear its committed expenses. If a company is not solvent then it is subject to go for bankruptcy. While checking the salaries of BCIC, my supervisor explained me the whole procedure of transferring the salary. There is a separate account maintained by BCIC itself and its all staff members in Jamuna bank. When it comes to transferring the salary, the bank gets a request letter from the institution to transfer a lump sum amount from the BCIC account to the accounts of all their employees. Then the bank just debits the amount from the BCIC account and credits it to the accounts of their employees. Lastly, I checked out the fund transfer prepared by one of our employees. It is just transferring a lump sum amount from a certain account to another account or transferring to own account.

Observations/ Reflections:Two of our officers were sick and they took a leave of 1 week. As a result, we interns were too busy at working. Apart from all the aforementioned new tasks, I had to perform other regular tasks as well like preparing bank statement and FDR statement, checking balance, attending customers phone call etc. However, all the time I had to remain very careful while checking out the salaries because if the salary amount gets wrong the employee will receive wrong amount of salary. Since its a huge list, I took two days to check the whole list. Moreover, checking out fund transfer was a vital task too. I was given the responsibility to verify the account no. watchfully. If any account no. gets wrong the whole amount will be transferred to a different account other than the expected one. The task was very much risky and I had to deal with it very cautiously.

Notable Incidents:This week was the last week of February so the huge pressure of remittance at end of the month. In that time officer or I have to be very careful in case transaction or avoiding fraud cases. Other notable incident I observed in this week. Sometimes the customers give wrong PIN number which is problem for to precede the process. If they do not know the right PIN number again they have to contact with the sender. Sometime mistake is made by the sender.

Journal 7 on 7th WeekPeriod: 01-03-2015 to 05-03-2015

Work done: Last week was the 7th week of my internship program. The week started with gathering information regarding bank account of some of our clients as per the request of Bangladesh bank. I had to call our card division branch concerning different debit & credit card issues. Then I was assigned to issue cheque books and ATM card to the clients.

Learning and Achievements:I started issuing cheque books to the clients. At first, I collected their cheque book requisition letter then I matched the signature with the original one, verified them, took their signature and issued the cheque book. Some clients were having problems with their visa debit card like some of them have lost it, some have lost the pin, some havent got the card yet etc. So I called the card division to look for their status. In the middle of the week, Bangladesh bank requires information about the taxpayers who dont pay tax regularly. Thats why they send a request to the bank they are having an account with asking for different kinds of information about those taxpayers. The same request was sent to us on last week and I along with my supervisor worked on that. My supervisor gave me the format and I worked on that.

Observations/ Reflections:The document I prepared on the request of Bangladesh bank was a very sensitive task. So I exceeded this week with tasks that are very risky to be done by an intern. If any mistake was made in the account no. or name it would have been a great problem for the bank. Thats why after preparing this, I requested my supervisor to check it carefully before the delivery. Secondly, the cheque book issuance was much riskier than the previous one. Bankers, before issuing the cheque book only just verify the signature. Except this, there is not any special indication on which they can verify if the person sitting before them is a fraud or not. Because now-a-days, many people are taking the cheque books by showing counterfeit signature which is a big disgrace for a bank.

Notable Incidents:When the customers lost their ATM card that moment they become very much upset and tensed. It becomes very tough to give them assurance that their money is safe until he/she gives the PIN number to others. My duty is to assure them that their money is safe. In that case I become successful. Cause, I have assured several customers in that crucial moment.

Journal 8 on 8th WeekPeriod: 08-03-2015 to 12-03-2015

Work done: This is my eighth week in Jamuna Bank Ltd. In this week again I have worked in account opening section. But this time I do not get any help from senior officer. At the beginning of the 8th week, I started preparing FDR statement for some clients. Then I had to list down the return cheques and let the customers know about these cheques. Other than these, most of the activities I preformed were same as the previous few weeks such as preparing solvency certificate, clearing cheques, preparing bank statement etc. Learning and Achievements:On this week, I learned how to prepare FDR statement. The task is very easier as I just need to put the account no. into the system and statement is on the screen. People require this statement to verify their interest and look at different amounts of their FDR. After some days, I started to list down the return cheques from different banks. There are different reasons for a cheque to get returned or bounced like insufficient fund, unmatched signature, wrong amount written on the cheque etc. So, after making the list I had to call those customers and tell them the reason for their cheques being bounced. Apart from all these, I performed the same activities as I performed throughout the last few weeks.

Observations/ Reflections:It was the first time I realized that I can prove myself well in this sector in future. At the beginning of my internship, I thought I wouldnt be able to handle this pressure if I get into the sector in future. But now I am having interest out of all these common tasks I perform every day.

Notable Incidents:Nafiz Ahmed, a senior officer, one day called me and asks about myself. He asked several question about my university. We discussed education pattern of NSU. Actually he observed every internee regularly and evaluates their task. If anyone performs well, he will call them and appreciate their work. It is one kind of motivation process. I am the only internee whom he called. It is very memorable incident for me. As a student of NSU, it is very proud for that.

Journal 9 on 9th WeekPeriod: 15-03-2015 to 19-03-2015

Work done: The week passed by clearing cheque, giving statement and solvency certificate and providing different kind of information regarding account opening. I also had to check the fund transfer voucher at the end of the week. The whole week was under the supervision of audit and therefore, most of the officers were busy fulfilling the unfulfilled tasks leaving their desks empty. So, we needed to sit at their desks all through the week and perform all the aforementioned tasks.

Learning and Achievements:Performing tasks by sitting on the front desk was not that easier though all the tasks were known to me. For the first time, I was assigned to the task of checking fund transfer voucher. A fund transfer voucher consists of two account numbers, the first one is the one the fund is transferring from and the second one is the one the fund is transferring to. Then the amount is written alongside the account numbers.

Observations/ Reflections:In spite of being all the tasks familiar, it seems very difficult to perform all those while sitting at the front desk. Because clients tend to ask different kinds of questions regarding different issues and I had to give answers to their queries first; otherwise, they get angry. As an intern I was not supposed to give answers to all the queries clients were looking for. So, my supervisor and the trainee officer sitting next to me helped me a lot on this regard. Checking the fund transfer voucher was an important task to do because if there is any mistake made in the account number or amount, bank may need to compensate even the massive amount of money as clients sometimes transfer very big amount of money from one account to another.

Notable Incidents:Sometimes the guardians come to the bank and they complain about the process. Because sometimes some students are duplicate their parents signature and try to collect the money. But now when people are come to the bank then the bank contact with the guardian then accept the cheque. I have to handle this type of customers very tactfully.

Journal 10 on 10th WeekPeriod: 22-03-2015 to 26-03-2015

Work done: This is my tenth week in Jamuna Bank Ltd. This week I worked in cheque book issuing department for the second time. Those are issue of fresh cheque book, issue of new cheque book (for old account) and issue of duplicate cheque books. Other new task was writing approximately 20 letters to the account holders whose accounts are going to be closed down very soon. Other than this new task, the rest of the tasks done by me were preparing solvency certificate, bank statement, batch etc.

Learning and Achievements:In this week I mainly learned how to handle new and old customer smoothly within short time in case issuing new and fresh cheque book. Now, I can able to communicate with all kind of customers. Most important thing is that, I do all the tasks according to my supervisors wish. Writing account closing letters was new to me, it took almost a day to finish writing all the letters. These letters are normally written to those account holders whose accounts have no transactions for a long period of time and therefore, the bank is going to close down all those accounts. We write those letters giving a deadline within which the account holder needs to come and renew the accounts. I needed to mention the address and account number very specifically so that the letters get reached to the accurate place.

Observations/ Reflections:The task of writing was given to me by one of our Senior Principal Officer and that was the first time she assigned me with a task. She gets very angry if she finds any mistake to the task assigned by her. So the task was of much importance to me. Moreover, the delivery of the letters was very much needed because its necessary for the clients to know that their accounts are getting closed down.

Notable Incidents:For the first time, two of our officers admired me. They were very happy and satisfied with my performance. Since my internship period is going to end very soon, they said they would miss me once I left them. In fact, they told me to apply to any of their circular so that they can retain me back as an employee.

Reference

http://www.jamunabankbd.com/front/information

https://www.google.com/search?q=jamuna+bank+ltd+org+structure&newwindow

Bangladesh Bank. (2008). Financial sector review 2007. Available at Bangladesh Bank website http://www.bangladesh-bank.org/. Accessed on January 6, 2008.

Bowen, J. W., & Hedges, R. B. (1993). Increasing service quality in retail banking. Journal of Retail Banking, 15(3), 21-28.

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