CHAPTER 1

INTRODUCTION

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1.1. Introduction:
A bank is

a financial

intermediary that

accepts deposits and

channels

those

deposits

into lending activities, either directly by loaning or indirectly through capital markets. A bank
links together customers that have capital deficits and customers with capital surpluses. There are
mainly two types of banks: commercial/retail banks and investment banks. In most countries,
banks are regulated by the national government or central bank. In general, we actually consider
the commercial/ retail ones as the banks. In Bangladesh, an example of a successful commercial
bank can be the Bank Asia Limited which has been established in 1999 and still been operated so
successfully that it has become one of the prior banking institutions especially among the local
banks of Bangladesh. And in part fulfillment of my BBA degree, fortunately I have got the
opportunity to work in Bank Asia (Principle branch) as an intern. Commercial banks such as
Bank Asia etc. are mainly concerned with managing withdrawals and deposits as well as
supplying short-term loans to individuals and small businesses. Consumers primarily use these
banks for basic checking and savings accounts, certificates of deposit and sometimes for home
mortgages. But in modern days, banking is not stacked any more only in depositing, withdrawing
and lending the money. The banks now days, have become so important for the customers that
we cannot even think of a single day except taking the service from the banks. And the banks are
also opening new wings of banking such as credit card, SME, Islamic wing etc. day by day. They
also have to bring new and customized offerings for the clients almost every day as lot of other
competitors and substitutes are there. Generally the Bank Asia Limited is currently working
through three basic departments which are the General banking dept., the Foreign Exchange
Department and the Credit Department. And all these departments have their own wings and
divisions. And the Credit Card Division is one of the major wings of the Credit Department of
Bank Asia Limited. As the Credit Card Divisions works are most likely to match my major
marketing, I have got the opportunity to work especially under this division. In a word, a credit
card is a payment card issued to users as a system of payment. It allows the cardholder to pay for
goods and services based on the holder's promise to pay for them. The issuer of the card creates
a revolving account and grants a line of credit to the consumer (or the user) from which the user
can borrow money for payment to a merchant or as a cash advance to the user credit is the
aggregate of the amount of funds financial institutions are willing to provide to an individual or
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organization. And in the modern era of todays banking, the credit card offerings has become so
important for both the bank and the clients that this offering is somehow acting as one of the
major tool for the bank to attract and retain its most valuable customers. And the role of Credit
Card Division of Bank Asia ltd. is basically to create different credit card offerings for different
market segments, to inform and sell the offerings to the potential clients, to check the eligibility
of customer before offering the credit and to timely collect on credit from the customers. So,
everywhere in Credit Card Division, there is a strong need to maintain strong relation with
customer and as an marketing intern I am really very lucky to work under such a department.

1.2. Rationale for Selecting the Report:

I am currently doing my internship in Bank Asia Limited (Principle Branch) and I have found
there that the bank is generally containing four major departments which are: the General
Banking Department, the Credit Department and the Foreign exchange Department. And
all those departments of Bank Asia Ltd. have their own several divisions which have their own
responsibilities to assist strongly on the overall operations of the organization and ensure the
consistency of the noticeable growth that Bank Asia has achieved within only 15 years of its
operations. Although due to the Human Resource policy of Bank Asia, I have to work for all
those departments by rotation during my internship period, but, as a Marketing major student I
have got the opportunity to emphasize more on the operations of the banks Credit card
Division which is one of the major parts of the Bank Asia Limiteds Credit Department. And
this has made me intended to work on the operations of this particular division in my internship
affiliation report. Basic task of this division is offering credit card to the customers based on their
borrowing capacity and then collecting on the credit. And for modern day banking, credit cards
worth more than giving and collecting on the credit from clients. The Operations of this division
is strongly associated with maintaining strong communication with customers as the personal
contact with the customers is much required for selling and collecting on credit and solving the
customers problem. As selling credit card, collecting on credit and solving customers problem
have become a very important task for the bank to rapidly generate the customer satisfaction,
that is why, it demands the divisions employees to keep flawless communication with its current
and the potential clients. Thus, working for such a department will help me a lot as a Marketing
major student to gather practical knowledge in the field as maintaining customer relationship is
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said to be the core of the marketing. And as it is my desire to work as a marketing employee for
Bank Asia in future, these early practical knowledge will be useful for me in my future career.
And the affiliation report will also hopefully be useful for the department of business
administration of AIUB to clearly understand the Credit Card Divisions operations as a whole.

1.3

Background Of The Organization

Bank Asia has been launched by a group of successful entrepreneurs with recognized standing in
the society. The management of the Bank consists of a team led by senior bankers with decades
of experience in national and international markets. The senior management team is ably
supported by a group of professionals many of whom have exposure in the international market.
It set milestone by acquiring the business operations of the Bank of Nova Scotia in Dhaka, first
in the banking history of Bangladesh. It again repeated the performance by acquiring the
Bangladesh operations of Muslim Commercial Bank Ltd. (MCB), a Pakistani bank. In the year
2003 the Bank again came to the limelight with oversubscription of the Initial Public Offering of
the shares of the Bank, which was a record (55 times) in our capital market's history and its
shares commands respectable premium. The asset and liability growth has been remarkable.
Bank Asia has been actively participating in the local money market as well as foreign currency
market without exposing the Bank to vulnerable positions. The Bank's investment in Treasury
Bills and other securities went up noticeably opening up opportunities for enhancing income in
the context of a regime of gradual interest rate decline. Bank Asia Limited started its service with
a vision to serve people with modern and innovative banking products and services at affordable
charge. Being parallel to the cutting edge technology the Bank is offering online banking with
added delivery channels like ATM, Tele-banking, SMS and Net Banking. And as part of the
bank's commitment to provide all modern and value added banking service in keeping with the
very best standard in a globalize world.

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1.3.1 History
Bank Asia started its journey on November 27, 1999 with an aim to be fully customer focused
through rendering technology driven innovative products and services. The Bank obtained
Certificate of Incorporation and Certificate of Commencement of Business on September 28,
1999 and banking license on October 06, 1999. Subsequently the Bank was listed with Dhaka
Stock Exchange (DSE) and Chittagong Stock Exchange (CSE) on January 06, 2004. Since
inception, Bank Asia is working efficiently and achieving a strong prominent position in banking
sector. By this time Bank Asia has consolidated its strength manifold through extending its
business rapidly while ensuring sustainable growth. Bank Asia started its most cherished Islamic
banking operation in 2008 for providing strict Shariah based products. It established its
subsidiary company named Bank Asia Securities Limited on March 16, 2011 and another
subsidiary company BA Exchange Company (UK) Limited in United Kingdom in the same
year. Now the Bank is rendering services through its 86 Branches, 5 Islamic Windows, 6 SME
Service Centers, 1 Off-shore Banking Unit, and 2 Subsidiary companies.

1.3.2 Vision
Bank Asias vision is to have a poverty free Bangladesh in course of a generation in the new
millennium, reflecting the national dream. Our vision is to build a society where human dignity
and human rights receive the highest consideration along with reduction of poverty.

1.3.3. Mission
growth and
expansion of our national economy.
and
employees.
become the most sought after Bank in the country, rendering technology driven innovative
services by our dedicated team of professionals.

1.3.4. Core Values

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products and services.

ificantly for the betterment of society.

and respect optimal work-life balance.

1.3.5. Corporate Objectives

Bank Asias objectives are reflected in the following areas:

-driven focus.

1.3.6. Slogan of Bank Asia Limited

For a better tomorrow does not have to confined with the limited service rather enhanced
existing service and brought up new services in order to their existing and potential clients for
made the life more easier.

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1.3.7 Product/Service Offerings

i) Business Banking

Credit

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ii) Small and Medium Enterprise (SME)

a) Term Loan
-Unsecured Trading
-Secured Trading
Unsecured Manufacturing
- Secured Manufacturing
Unsecured Service
b) Over Draft
Secured
c) Special Products
- Seasonal Business
Subarno- Women Entrepreneur
iii) Consumer Finance

iv) Credit Card

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Dual Currency Credit Card

Also, the Bank has different offerings of its Islamic wings and mobile banking.

1.4. Objectives:
General Objectives:

To prepare a report on overall activities of Credit Card Division of Bank Asia.

Specific Objectives:

To know about different type of credit card offerings by Bank Asia Ltd.

To know about the terms and procedures and the legal obligations of issuing
different credit cards to the clients.

To get a practical knowledge about the process of collecting on the credit offered.

To learn how the organization is using its marketing force in credit card division.

To get an overview of the banks promotional activities for its credit card
offerings.

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CHAPTER-02
ACTIVITIES UNDERTAKEN

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2.1 Work Related:

As per the human resource policy of Bank Asia Limited, I have worked more or less in all the
departments by rotation there during my internship period. But, as an Marketing major intern, I
have passed most of the time in my internship period working in the Credit card division, which
is a part of the credit department of Bank Asia Limited. Because, working process in this
particular division best matches my educational background. As a marketing student I have
always been taught in the university about the importance of maintaining effective customer
relationship. And no department other than this credit card division gives so much effort for
gaining and retaining the potential customers. That is why, I feel very fortunate to get
opportunity to work for this division for most of the times of my internship program.
I have worked here under the supervision of Mr. Arif Anwar (Head of credit operation, Bank
Asia Principle Branch). The activities those I have done in the credit division, generally can be
divided basically into three major phases, which have been Selling the credit cards to the
potential customers, Processing (initial) of the customers proposal for credit card, and
Keeping after sales Communication with the customers . The activities have been discussed
below in details:

2.1.1. Targeting and Selling:

Sale is the ultimate goal of any business organization. And especially for the organizations such
as Banks, selling their credit card worth so much as it is one of their major ways to generate the
revenue. And as the Credit card selling requires mostly the personal or direct selling, the
importance of sales personnel is very high for such product. In term of my sales related works, I
have worked especially with the senior officer Md. Kamruzzaman. My works in this sales
portion can again be divided into two portions. One is targeting the potential customers based on
the customer profile and another part is the actual sales operation.
Bank Asia Limited has various products in their credit card divisions product line to serve
customers from different income classes. But, sales activities are mostly targeted toward getting
the potential customers for some special and exclusive types of credit cards. So, before targeting

11 | P a g e

the potential customers, first, I had to know in details about the products and their target markets.
The major products and their target markets are shown in the table 3.1 below:
Table 2.1
PRODUCTS

ELIGIBILITY

VISA Classic Local Cards

Age: 21-70 Years

Credit Limit: 15000-99999 BDT.

Minimum validated Income level:

Salaried group: 10000 BDT.
Self Employed group: 20000 BDT.

Bank Asia Gold Local Cards

Age: 21-70 Years

Credit Limit: 100000-200000 BDT.

Minimum validated Income level:

Salaried group: 30000 BDT.
Self Employed group: 45000 BDT.

VISA Classic Dual Card (dual currency)

Age: 21-70 Years

Credit Limit: 15000-99999 BDT.(Local)

Minimum validated Income level:

100-2000 Dollar (International)

Salaried group: 15000 BDT.

Self Employed group: 20000 BDT.

Gold Dual Card

Age: 21-70 Years

Credit Limit: 100000-200000 BDT.

Minimum validated Income level:

Up to 5000 Dollar (International)

Salaried group: 30000 BDT.

Self Employed group: 50000 BDT.

Student Card

Students intended to go abroad for

study.

Master Card Butterfly (Only For Women)

Credit Limit: 100000-500000 BDT.

Age: 21-70 Years

Minimum validated Income level:

Up To 5000 Dollar (Travel quota)

Salaried group: 50000 BDT.

Self Employed group: 100000 BDT.

Master Card Silver

Age: 21-70 Years

Credit Limit: 70000-500000 BDT.

Minimum validated Income level:

Salaried group: 50000 BDT.

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Self Employed group: 100000 BDT.

Master card Gold

Age: 21-70 Years

Credit Limit: 300000-900000 BDT.

Minimum validated Income level:

Salaried group: 100000 BDT.
Self Employed group: 200000 BDT.

The Table 3.1 is showing that the Bank Asia Limited is basically offering cards with different
credit limits based on the income level of the targeted group. Among different types of credit
cards, our sales team has been specially focusing on the current and the potential customers for
the Master Cards (Butterfly, Silver and Gold) as these are the most profitable customers for the
business and generating almost 70-80% of the banks total revenue of the Banks credit card
sales. And as my branchs area of operation is limited around the Motijheel commercial area, I
have worked to target the accounts residing across this area. For targeting the potential customers
for the mentioned credit cards I have undertaken the following activities:

I have collected the information about the potential income group generally from two
sources.

I have used the Bank Asias internal server I Stealer as my internal information source.
And there I had to check all the salary accounts of different organizations those have
opened their accounts in the Principle branch. And there I have specially searched for the
accounts whose minimum salary is 30000 BDT. Although the minimum income
requirement for the salaried group is 50000 BDT to become eligible for the Master card,
but I have been told to search for the accounts with income level of 30000 BDT as this
accounts would likely to be eligible for the Master cards within the coming 6 months- 1
year.

And for the self -employed group I have closely checked the business accounts such as
DB+, SME etc. in Bank Asia Limiteds Principle office. And by doing so, I have
shortlisted the accounts whose minimum monthly income is 50000 BDT right now.

And shortlisting all these eligible or potential salaried and self-employed accounts has
been one of the routine works of mine. And I have shortlisted 200- 500 accounts per day.

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After checking and shortlisting the accounts I have reported those to the head of sales
who is responsible for initiating the other actions.

Through different information sources, our sales team collects also the data of the key
accounts of other banks. And after the data collection I have put the necessary data such
as account name, location, monthly income, National and TIN no. etc. on the Microsoft
XL sheet and again I have given these outsourced information every day to the same
authority.

After mining the information collected, the sales head used to categorize the accounts
into some parts. Such as income level of 30000- 50000 BDT, income level of 5000080000 BDT, and the Income level of 80000- above 100000 BDT.

And then, I have made calls especially over the first type of accounts to build sustainable
relation with them. My main moto was to sell the Master card to them, but unless they are
not eligible for those cards, I have tried only to be linked with them and besides, I have
tried to sell the cards to them for which they are eligible right now. And I have basically
used both telephone and the e-mail as my media for communicating.

And for the other categories, the contacting duties have been performed by the officer
level employees of the Credit Card Division of Bank Asia Limited. They have been
contacting the accounts especially over telephone. But, I have always sent the e-mails to
those customers by informing them about all the up to date features and offerings of Bank
Asia Limited. Often, these accounts require the personal visit. I have gone for the visits
several times but as the helping hand of any senior officer.

And by going through all the process, finally I had to make the customers agree to take
our Master credit cards. All of my activities in this selling portion have been briefly
shown in the chart below.

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Targeting

Communicating

Gathering knowledge of the products

know whom to target ( specially for Master card)
collecting info. from internal and external source and making database.

Phone Call for the Potential customers below the income level of
50000 BDT
E-mail and Personal visit for the current and potential key
accounts.

Making customers agree to buy credit cards.

Selling

Figure: 2.1: The activities undertaken in credit card sales

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2.1.2. Processing of the Customers proposal for the credit card:

After making the customers conformed to accept our offer, the customers have to propose to the
bank for issuing the credit cards. And my task here has been helping the customers throughout
the whole process of issuing the cards. Here I have worked with senior officer Sayeeda Sultana
and have learnt the procedure of issuing the Credit Card. Here I have shown the procedure:

First, the Client Propose that he wants a Credit Card of Bank Asia.

Then I have given him a Credit Card Application Form.

Client fills it up.

Client given back the form to me with some document given bellow:

Name of the document

Service holder

Proprietorship

Partnership

Limited company

For last 1 year

For

personal & company

personal

personal & company

A/C

company A/C

TIN Certificate
Trade License
Salary certificate

VAT Registration Certificate

Later of comfort

For last 6 months

Bank Account Statement

For

last

year

&

last

A/C

Proof of Residence
Gas/ Electricity Bill
Mobile Phone Bill
Land Phone Bill
Reg. Cert. of own vehicle (if applicable)
Other

Banks

Credit

Card

bill

(if

applicable)

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year

Certificate of incorporation
Deed of partnership
Memorandum and Articles of Association
Corporate Guarantee suppurated by board
resolution
Cert. of Commencement of business
Copy of Passport/Driving License
Club Membership (if applicable)

Figure: 2.2: The Credit Card proposal form

Two passport size photos also have to be attached with this form.

It has been under my responsibilities to help the clients to fill up this form correctly.

Then I have made photocopy of the form and all other document provided by the client.

Our Operating manager attested the copy.

I have filed the official part of the application and document.(giving the initials)

I have sent the application and other document (photocopy) to the office registers table.

After taking the entry in the Application Register, I have given the form to the head of
the credit department of the principle branch.

After all other routine works of the day, he used to clear all the credit proposals submitted
on the particular day.

After his clearing, I have scanned all the forms and have sent the scanned copies to the
head office.

The head offices Card Division gives the final approval and they give the order to our
branch to provide the credit card to the customers.

And they sent the Credit Card in our branch.

And this takes three days to get the final approval for a credit card after submitting the
proposal

I have informed the client & have handover the Credit card to its owner and took a
signature in to card delivery register book.
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I also have suggested the customers what to do and what not with the credit card based on
the official guidelines of Bank Asia Limited.

The overall process is shown in the figure below:

make the
customers
agree to buy
(Personal
selling)

Customers fill
the proposal
form for issuing
the credit card.

i fill the
reciever's part
of application
and enter into
the application
registry

I take the
operatin
manager's sign
and
attatchment
and send it to
the credit
head's desk.

he signs and
then i send the
scanned copy of
proposal to
head office for
final approval

Within 3 days
head office
approve the
proposal after
assesment. and
send the credit
cards to the
principle branch

I give the
credit card
to
customers
with the pin
number and
guideline
and keep
his/her sign

Figure: 2.3: the Credit Card issuing process.

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2.1.3 After Sales Communication:

Keeping continuously in touch with the customers has been a very important task for the
particular division as there is a critical factor of credit collection involved in this department.

After the end of the banking hours (10 a.m.- 4 a.m.), every day I used to log in to the
internal information system of the Bank Asia Limited which is called the I Stealer.

Then, I have checked the credit payment details of the previous customers from the
information stored in the system.

Here, I have basically checked the customers profile whose payment deadline was
within last one week and whose payment deadline was in the next one week.

If I found any customer who had not paid on credit within the deadline period, I have
called them up to knock them.

And also in case of the customers whose payment deadline was within the coming seven
days, I have informed them to remind about the deadline period.

I have used both the phone and the E-mail as my media to contact with the customers.

And at the end of the day, I have given the report on the customers payment situation to
my supervisor.

Here, I have also tracked if there is any complain or problem from the part of both
customer and the organization (Bank Asia Limited- Principle Branch)

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2.2 Organization- Wide:

Bank Asia is one of the recognized private commercial bank in Bangladesh, within a short period
of time after its operations began it has created an image in the banking sector in spite of existing
numerous rivals. From the beginning till now Bank Asia is strongly committed to provide a
better quality service to the customer and at a time the authority is providing an excellent facility
to the employees. Here at Bank Asia I started my internship from the 4th of February. This is the
first time I am working in a professional environment, and I didn't find it difficult to adjust.
Through this internship program, I have got to learn a lot in the banking sector, about the
professional life, etc. The Bank contains three departments at a time, which are General banking,
Credit and Foreign exchange. And the credit card division under which I have spent most of the
times of my internship period is one of the biggest parts of the credit department.

2.2.1 Credit Card Division:

Banks basic work is to create a channel through depositing money from the surplus unit and
provide funding to borrowers with productive investment opportunities. Thus the necessity of
credit and loan department in bank occurs. Credit is the most important department of a bank.
The money mobilized from ultimate surplus units are allocated through this department to the
ultimate deficit unit (borrower). Thus, The success of this department keeps a great influence
over the profit of a bank. And because of the modernization of the banking worldwide, the credit
card is now playing the most important role in this very important Credit department. And selling
the credit card has also become one of the biggest revenue generating sector not only for credit
department but also for the bank itself. Failure of this division may lead the bank to huge losses
or even they can loss many customers, as this division is most liable for acquiring, retaining and
keeping the strong relation with the customers. Credit card division receives application from
client in a prescribed application form supplied by the Bank Asia Ltd, Principle Branch. And
their general duty is to approve the credit card proposals for different credit limit based on the
requirement of Bank Asia Limited.

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2.2.2 Responsibilities of Different Wings (Sections):

Under the credit Card division Bank Asia has several sections such as Credit Administration
section, legal and recovery section. Their basic responsibilities are discussed below:
Credit Administration Department:
To ensure that all security documentation complies with the terms of approval and is
enforceable.

only after all terms and condition of the approval have been met, and all
security documentation is in place.
s compliance with covenants and agreed terms and conditions, and
general monitoring of account conduct/performance.
Past due principal or interest payments, past due trade bills, account excesses and breach of
loan covenants and covenants breaches or exceptions are referred to CRM Department and the
concerned branch for timely follow-up.
Timely correction action is taken to address finding of any internal, external or regulatory
inspection/audit.
Ensure accurate & timely submission of returns of Corporate Office and Bangladesh Bank.
Legal & Recovery Department:
directly manage all Substandard, Doubtful & Bad and Loss accounts to maximize recovery.
Determine Account Action Plan/Recovery Strategy.
Pursue all options to maximize recovery.
Ensure that adequate and timely crdit provisions are made based on actual and expected
losses.

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Maintain liaison with the Banks lawyers and follow up the suit for filed cases regularly for
early settlement towards recovery of Banks due.

2.2.3 General Policy and guidelines

The following general policy guidelines govern the implementation of the business strategy of
Bank Asia with respect to credit risk:
1. Bank Asia approve credit cards only to eligible and reputable clients who are involved in
legitimate business or service activities and whose income and wealth are derived from
legitimate sources.
2. At all times a policy of know your customer must be foremost in the credit application
processing.
3. Bank Asia extends credit in its discretion, only to qualified borrowers where the amount
and intended purpose or use of proceeds are clear and legitimate and where the amount
and use of funds is reasonable in the context of what is known about the particular client
and the intended use or purpose.
4. Bank Asia requires that borrowers have a source of repayment established at the
inception of the credit, and that any exception must be specifically addressed in the
approval of credit. There should be identified, whenever possible, a secondary source of
repayment.
5. Bank Asia highly discourages clients with relatively low or no funds of their own
6. Bank Asia does not engage in name lending based only on the general reputation of the
borrower. These are cases however, where certain financial information about private
clients however, wherein certain financial information about private clients is highly
confidential and may not be disseminated. Such situations are addressed individually at
the discretion of the management.
7. Bank Asia does not normally extend any credit card facility against pledge of
goods/merchandise.

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2.2.4. Payment Policy:

Details of all fees and charges referred to in this section are listed in the Schedule of Charges. This
Schedule of Charges may be amended from time to time usually giving advance notice to the
Cardholder.
I.

The Cardholder agrees to pay Bank Asia upon the request of Bank Asia an annual fee as
prescribed by Bank Asia for the Card when issued or renewed and an annual fee prescribed by
Bank Asia for each Supplementary Card when issued or renewed.

II.

The Cardholder agrees to pay the total amount of all charges described as the Current Balance
specified in the Statement of Account which is due in full and payable not later than the date
specified on the Statement of Account and the Cardholder shall incur no financial charge
(excluding for Cash Advance) if the payment of the Current Balance is received by Bank Asia on
or before the Payment Due Date.

III. The Cardholder may choose not to settle the Current Balance in full, in that case the Cardholder
must pay at least Minimum Amount Due as determined by Bank Asia from time to time on or
before the Payment Due Date. If the current balance is less than Tk. 500 then the current balance
becomes fully due. However, if the Minimum Amount Due is not paid by the Payment Due Date
or only partly paid, then the residual amount will be added to the next statements Minimum
Amount Due.
IV. If the Cardholder fails to pay the Minimum Amount Due by the Payment Due Date, a flat Late
Payment Charge as prevailing from time to time will be levied.
V.

If the Cardholder pays to Bank Asia an amount less than Last Statement Balance by the Payment
Due Date or no payment is made or payment is made after the Payment Due Date, a finance
charge will accrue on daily basis and will be applied to the Carry Forward Balance and Billed
Debit Transactions until any payments are credited to the Card Account and thereafter on the
reduced balance.

VI. All payments received by Bank Asia from the Cardholder may be applied in the following order
of

payment

a.

Interest

or

such

& other

other
fees

order

of

and charges

priority

as

Bank

on any previous

Asia

may

think

fit:

Statement of Account.
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b. All unpaid Cash Transactions as shown on any previous Statement of Account.

c.

Purchases

d. All unbilled Card Transactions shown on the Current Statement of Account.

VII. Bank Asia shall be entitled at its sole discretion to vary the rate or method of calculation of the
annual fees, handling charges, additional charges, finance charges, the specified minimum
amount due and/or late payment charges or any other charges.
VIII. A replacement charge as prescribed by Bank Asia is payable by the Cardholder to Bank Asia
immediately upon a request to Bank Asia to issue a Replacement Card. Additional charges as
prescribed by Bank Asia are payable by the Cardholder to Bank Asia immediately upon the
request to Bank Asia for the provision of copies of Sales Voucher/Cash Advance Slip and any
further services Bank Asia may provide from time to time.
IX. Without prejudice to Bank Asias rights at any time to take the appropriate legal action, Bank
Asia may charge fees for any returned unpaid cheques drawn by the Cardholder in full or partial
payment of the outstanding amount.
X.

A cheque deposit shall be acceptable for collection and the proceeds shall not be available until
the cheque has been cleared and the proceeds paid to Bank Asia. Any cash deposits may only be
regarded, as having been received by Bank Asia upon crediting the same to the Card Account.

XI. Payments will be treated as made from the date on which the payments are actually received by
Bank Asia in the ordinary course of business and not from the posting date of the statement. At
least 3-4 days should be allowed for the payment to be credited to the Card Account.
XII. Bank Asia may at any time demand that the Cardholder deposits an undated cheque and/or pledge
cash collateral in favor of Bank Asia for the amount, which Bank Asia may require even when
such a cheque was not demanded when the Card was issued to the Cardholder. The Cardholder,
in such an eventuality, will be deemed to have authorized Bank Asia to insert the date on the said
cheque and to present it for payment on the inserted date against any amount due to Bank Asia.
XIII. Non-receipt of Statement of Account shall not be construed by the Cardholder to be sufficient for
non-payment of dues in time. Bank Asia cannot be held liable for non-receipt of statement due to
unforeseen circumstances and circumstances outside Bank Asias control.

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XIV. If the Cardholder is traveling or out of town, it would be the responsibility of the Cardholder to
make arrangements to ensure that at least the Minimum Amount Due is paid to Bank Asia on or
before the Payment Due Date.
XV. Bank Asia will credit the cardholders Card account with the amount of any refund only upon
receipt of a properly issued credit voucher from the merchant establishment.
XVI.The payment by the Cardholder of any sum to Bank Asia in respect of any Statement of Account
shall constitute binding and conclusive evidence of the acceptance by the Cardholder of the
entries shown on that Statement of Account.

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2.3 Other Relevant Activities:

In order to make my affiliation report, I have collected the relevant information by

personally interviewing the officers and executives of Bank Asia Limited (Principle
office).

Sometimes I have made the photocopy and computer print outs of the relevant
documents.

As cash is the hurt of the banking process, the principle branch requires huge amount of
money every day. And they bring that money from Bangladesh Bank. As, the branch
needs someone to monitor the cash carrying process, I have been sent several times to do
so.

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CHAPTER 3
CONSTRAINTS/CHALLENGES
And
PROPOSED COURSES OF ACTIONS
For
IMPROVEMENT

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3.1 Issues/ Problems Observed in the Organization:

Bank Asia Limited is one of the pioneers in Commercial Banking Business in the private Sector
in Bangladesh. And I feel fortunate to do my internship in such an organization ( Bank Asia
Limited- Principle Branch). I have learnt a lot of things by working over here. But besides, some
problems and constrains have been observed by me throughout my internship period. And I also
observed some other issues. Below, such issues and problems regarding Bank Asia Limited
(Principle Office) have been discussed.

The principle office of Bank Asia plays a very important role in the banks overall
operations. The branch in one word, works as the guardian for the other branches. It not
only performs its routine duties just like the other branches, but also it performs the
responsibilities to direct and monitor over other branches.

Some important departments or divisions such as card division, SME, Islamic Banking
etc. which are missing in the other local branches; all has been present here at this branch.
And that is why the branch often faces lot of difficulties to handle customers of different
divisions and with varieties of problems. So, the responsibilities should be shared with
the other branches of Bank Asia Limited around.

The number of employees is less in comparison to the load of responsibilities. For an

instance, me as an intern has performed the cash/ remittance carrying duty, which is
actually the task of an officer grade employee.

Inadequate space is another big problem as the branch has to handle so many customers.

In case of credit card issuing, the customers have to wait for a long time to get the credit
card, as the proposal form has to be moved around lots of desks. This problem can be
solved by avoiding this traditional bureaucratic process.

Lack of Marketing and promotional activities in the Credit card department, there is very
few above the line promotional activities for promoting the credit cards. And also in term
of personal selling, I do feel that they should give enough efforts to get the most
profitable customers especially for the credit cards with lower credit ranges.

Another problem for the credit or the debit card customers is the inadequate number of
ATM booths.

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Online banking is active, but it is not highly promoted and secured. To cope up with the
modern banking service, the online banking must be promoted more and for satisfying
the customers, the Bank Asia Limited should take action to make them feel secured about
it.

There is lack of effort from the bank to track the complains of the customers and take
quick corrective actions.

3.2 Academic Preparation

I have not observed any kind of major mismatch between the assigned tasks and other
operational functions of the organization with my academic preparation during the work.

3.3 Missing Knowledge and Skills That Need to be Learnt in the University:
As a Marketing Major student, I have faced some real difficulties especially to
understand the basic general banking activities. Not only this but also I have observed
that as the business school graduate, we must need to interact with the bank and know the
basic activities of banks even if we dont work there. That is why I would like to
recommend the university management to start a core course on Banking for all the
students in the undergraduate level.

More practical lessons those can make the students well prepared for their future career,
are need to be given.

AIUB should also arrange business seminars more often so that the students can enrich
their knowledge about the practical job life by listening to different successful corporate
personnel.

The Microsoft office programs should have been included in the Computer
Fundamental course.

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CHAPTER 4
LESSONS LEARNT FROM THE
INTERNSHIP PROGRAM

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4.1 Implications from Organizational Perspective:

I started my internship program in Bank Asia limited (Principle Office) which is located in
Motijheel. And as a Marketing major intern, there I have been given the opportunity to spend
most of my time by working for the Credit Card Division of the branch. The Credit Card
Division is playing crucial role in the overall operations of the bank as it is supporting the
organization to come closer to its customers and helping to compete strongly in the modern era
of banking. But somehow I have felt that the lack of marketing and promotional effort is creating
obstacles for the expected outcome from this department. Yes, the particular division is doing
really well especially in term of maintaining the core rules and regulations in issuing and
collecting on credit card from the customers. But, this is the fact that they need more man power
and much stronger marketing plan to achieve the desired success through this division. And I
also think that the overall process of the Credit Card Division is needed to be more flexible for
the customers to create greater customer satisfaction.

4.1.1 Lessons Learnt From Banks Internship Program:

Learnt about how to segment and target the market for credit card in an organized way.

Learnt about how to issue the credit card proposals of customers.

Learnt about how to maintain files and related registers.

Learnt in practical about building sustainable customer relationship.

Learnt about the working environment of the service industry.

Got the idea about banking and corporate culture in Bangladesh

4.2 Implications to Universitys Internship Program:

The internship program has been a massive opportunity for me to learn in detail about the
banking and the corporate culture in Bangladesh. And such experiences have made me realized
the significance of the internship program as the partial requirement of completing my business
school graduation. And this internship program has also been useful for me to know how to

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implement all my theoretical lessons to the real life job. Finally, I would like to thank my
university for such a real life working experience.
4.2.1 Lessons Learnt From Universitys Internship Program:

Learnt about how to make a formal affiliation report.

Learnt about how to imply work experience in to a report.

Learnt about how to use the study knowledge into the practical life.

4.3. Others:
In this internship period I have learned some important issues of work life such as punctuality,
time management, the art of working in a group, corporate rules and regulations etc. which are
likely to help me in near future when I will work for any organization.

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CHAPTER 5
CONCLUDING STATEMENTS

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5.1 Concluding Statements:

Banking sector in Bangladesh is very much competitive. Along with local banks there are many
foreign banks also operating in Bangladesh. The banking sector seems to be operating
satisfactorily with the orientation of an increasing number of banks into the economy. As the
competition is too high, the banks need to plan and develop new and updated products and
services continuously to cope up with the everyday competition. And in this modern era of
business, the credit card is such a product that has become one of the most vital parts of banking.
And this is also a tool for the banks to create valuable customer satisfaction as the banks need to
interact more directly and frequently with its credit card customers. The Bank Asia Limited is
also operating its Credit Card Department with the vision of capturing more untapped potentials
and generating greater value for its customers. The recent annual report of Bank Asia Limited is
showing that the Credit Card Division has not been successful to achieve its desired target in the
recent years, as the bank management has developed goal to capture at least 9% of the total
market share. And for me, some lack of marketing and promotional effort and somehow the
complexity of the process is resulting in such failure of the division. Although they have not yet
been successful in achieving their desired goal, but here I would like to mention that this
organization is trying their best and putting a lot of efforts to modernize the overall process of
credit card system. And hopefully, this bank will definitely progress with the modernization of
business environments as time progress if they continue to give such efforts.

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