Retail banking & customer service activities of BRAC Bank Ltd

Abstract

This report represents the working experience gained in a private commercial bank operated in Bangladesh named “BRAC Bank Limited” (BBL). BRAC Bank intends to set standards as the market leader in Bangladesh. It demonstrates that a locally owned institution can provide efficient, friendly and modern full banking on a profitable basis. The operations process of Bank is smooth and excellent. The main objective of the study is to get knowledge about the Retail Banking and Customer Service activities of the bank and also gain the practical experience of corporate life and view the application of theoretical knowledge in the real life. As an intern, I got the opportunity to work at Gulshan branch for 12 weeks. Based on the observation and question answer sessions with the Branch Sales and Service Officers (BSSO), I found some unique and common comments on customer service. Bank has some strong points, some weak points and some opportunity along with threats in their customer service. Organization can take steps to get the better output from employees by providing effective trainings and by increasing the motivation level of employees’ .To make the strong points sustainable and to develop the weak points, employee satisfaction level needs to improve along with better remuneration packages and facilities. Moreover according to the changing economic conditions, BRAC bank has to change its strategy relating to its customer service.