Chapter 1

1.0 MTB at A Glance: The company was incorporated on September 29,1999under the
companies Act 1994as a public company limited by shares for carrying out all kinds of banking
activities with Authorized capital of tk.3800,000,000 divided into 38,000,000 ordinary shares
of tk. 100 each.
The company was also issued certificate for commencement of business on the same day and
was granted license on October 05, 1999 by Bangladesh Bank under the banking companies
Act 1991 and started its banking operation on October 24, 1999.as envisaged in the
memorandum of association and ass licensed by Bangladesh bank under the provision of the
banking company act 1991, the company started its banking operation and entitled to carry out
the following types of banking business. All types of commercial banking activities including
Money Market operations.

Investment in Merchant Banking activities.

Investment in Company activities.
Financiers, Promoters, Capitalists etc.
Financial Intermediary Services.
Any related Financial Services.

The Company (Bank) operates through its Head Office at Dhaka and 71 branches. Mutual Trust
Bank has 50 ATM booths throughout the country The Company/Bank carries out international
business through a Global Network of Foreign Correspondent Banks.

1.1 Mission of MTB: We aspire to be the most admired financial institution in the country,
recognized as a dynamic, innovative and client focused company that offers an array of
products and services in the search for excellence and to create an impressive economic value.

1.2 Vision of MTB: Mutual Trust Banks vision is based on the philosophy well known as
MTB3v.We envisions MTB to be:
one of the best performing banks in the country
the bank of choice and
a truly world class bank

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1.3 Organization chart of MTB :
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 Chapter 2
2.0 Retail banking of MTB : Mutual Trust Bank ltd.is one of the largest private retail
banks in the country and serves the needs of individual clients through its extensive branch
network across the country.it offers an array of deposit and loan products to cater to the
financial needs of its large customer base .during the period under review, the bank saw its
retail loans grew 32 percent, from 2.26 to 2.99 billion.

2.1 Types of retail loan product of MTB : There are three types of retail loan product
of MTB those are: MTB Personal Loan, MTB Auto Loan and MTB Home Lone.

2.2 MTB Personal Loan : is any purpose unsecured and terminating loan facility (EMI
based) for any legitimate purpose. Bank would finance against gross monthly income of the
any credit worthy individual. To meet life style needs of the credit worthy individuals and to
capitalize the vast market gap, this is a suitable unsecured retail loan product.

2.3 Product Features:

Purpose: MTB Personal Loan is any purpose personal loan. Purpose might be Considered
as follows:
Purchase of miscellaneous household appliances
Purchase of audio-video equipment
Purchase of furniture
House renovation
Purchase of Personal Computers
Interior Decoration
Marriages in the family
Advance rental payments
Hospitalization or other emergency medical needs
Trips abroad
Education expenses
Training expenses
Loan takeover or balance transfer
Other legitimate purpose
Purposes not allowed: This loan cannot be taken for solely business purposes like working
capital and industrial machinery purchase. But self-employed professionals, who have private
practices can avail this loan to buy their office equipment, machines, and accessories or premise
renovation
Target Customers: Any credit worthy individuals like:
Salaried executives
Professionals like Doctors, architects, Engineers, Chartered Accountant,
Consultant and IT professionals
Businessperson
Loan Lord or Lady

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Non target customers:
Journalist of reasonably lower level & non reputed publications
Lawyers
Employees of un reputed Proprietorship Firms & Partnership Firms
Officials of law enforcing agencies
Politicians & Individuals having politically affinity
Travel agents and C & F agents of lower level
Defense officials below Major level
Police Officials below ASP level
MTB Negative listed individuals
Loan amount:
Salaried Executive, Self Employed Professionals & Landlord/lady Minimum TK.
50,000/-. Maximum TK.10,00,000/-
Businessman Minimum TK. 50, 000/-.Maximum TK. 500,000/- or 8 times of gross
monthly income, whichever is lower.
Interest rate and processing fee: Interest Rate is 17%. For salaried executive,
18%. For Businessman, Professional & Loan lord/lady and for the 14.00%: for employee of
MTB and Processing Fee 1.50 % of the loan amount.

2.4 Borrower Eligibility:

Age : Any Bangladeshi resident Minimum 21and Maximum 60 years or retirement date whichever is
lower at the end of loan maturity date.
Present Address : Borrower must reside for at least 6 month in the present address.
Minimum Income:
Category Requirement Amount

Salaried Executives Minimum BDT 15,000/- per month

Self Employed Professionals like Minimum BDT 30,000/- per month
doctors, engineers and architect

Business person, landlord and other income Minimum BDT 40,000/- per month
individuals

2.5 Identification and Income Documents:

National identity or Passport or driver license or Employee Id or Nationality or Ward
Commissioners Certificate with photo attachment
Photograph and business card
Bank Statement for last 6 months
Copy of TIN related document.
Trade license/MOA for businessmen
Copy of house ownership and rent agreement for landlord and land lady

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2.6 Co Applicant: Parents, Siblings and spouse are allowed as joint borrower. Joint
borrower is allowed to meet the minimum income criteria jointly. However, in such cases, at
least one of the borrower has to meet the minimum income of BDT 10,000/.

2.7 Telephone: Applicant must have land phone, mobile or PSTN to avail the credit
facility. Copy of phone bill copy is not required since CPV will verify the phone numbers

2.8 Required document from the Applicant:

Income and identification documents as applicable as per guideline
Bank statement or loan statement showing last 6 EMI payments with loan outstanding
status
Loan settlement letter / loan account statement with clear reflection of loan closing
issued by other bank is to be sent to RFC by branches within 7 days of disbursement

2.9 Security: For MTB personal loan security is personal guarantee, One (1)
personal Guarantee will be required to avail MTB Personal Loan.
Eligibility of guarantor:
Any salaried executive deemed acceptable to MTB or
Professionals (Doctors, Chartered Accountants, and Engineers etc.) deemed acceptable
to MTB
Reputed Businessman deemed acceptable to MTB
A guarantor can provide only one personal guarantee for MTB Personal Loan
MTB staff cannot give guarantee against MTB Personal Loan

Required guarantors Documents:

Photograph and business card
2.10 Lending Process:
Discussed with the branch manager/ credit officer
Customer wish to take personal loan

Done contract point verification by bank Customer gives application through the loan form
And also give the personal guaranty information

Collecting CIB report of the customer Calculating the CRG of customer

Assessment of customer financial

Prepare Loan KYC of the customer
requirement

Head office approve the Loan send approve

Prepare Loan proposal and send to the letter to the branch
head office

Documentation: precaution of sanction advice

Loan disbursement
for acceptance of client and collecting 3
undatecheqe (in case of need)
Supervision- Monitoring and Recovery of Credit
Fig: Lending Process of Personal Loan

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2.11 Stamp charges: All relevant Stamp charges will be borne by borrower and will be
realized from the borrowers account at the time of disbursement

2.12 Repayment: repayment Tenor is 12 to 60 months for MTB personal loan. Repayment
System will auto debit installment from customers transactional account with MTBand First
Repayment Date Generally, one month after the date of customers availing the loan. If any personal
loan holder missed any installment of personal loan, then he has 2 bear Installment failure charge.
which is 3% Penal interest on the dues amount

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 Chapter 3

3.0 MTB Auto Loan: MTB Auto Loan is a terminating loan facility (EMI based) for the
purpose of financing purchase of brand new and reconditioned but unregistered automobiles
for personal use only, under an Equated Monthly Installment based repayment plan.

3.1 product Features:

Purpose :Purchase of brand new and reconditioned Car, Jeep, Station Wagon, 4-
Wheeler, Microbus for private use only. Car age should not be more than 6 years old
from the date of manufacturing
Purposes not allowed: Apart from personal use any other purpose will be
allowed
Target Customers : Any credit worthy individuals like :
Salaried executives
Doctors, architects, engineers, Chartered Accountant, Consultant and IT
professionals
Businessperson
Land lord/lady
Non target customers
Journalist of reasonably lower level & non reputed publications
Lawyers
Employees of unreported Proprietorship Firms & Partnership Firms
Officials of law enforcing agencies & Defense officials below Major level
Politicians & Individuals having politically affinity
Travel agents and C & F agents of lower level
Mariners
Public Figures and media personality
MTB Negative listed individuals
Loan Amount (minimum and maximum)
Minimum TK. 3,00, 000/-.and Maximum TK.20,00,000/- or 18 times of gross monthly
income, whichever is lower.
Loan to vehicle Price Ratio:
100% cash covered: 100% of quotation price but maximum Tk 20 Lac.
0% cash covered: New 85%, Reconditioned 80%
Interest Rate and processing fee: For general loan 14.50% and For 100% cash
covered loan, interest rate is FD rate + 3% or regular rate whichever is lower Up to 50% cash
covered loan, interest rate is FD rate + 4% or regular rate whichever is lower and
ProcessingFee of MTB auto loan is 1% of the loan amount for all cases.
Note: in case of 100% cash covered loan 90% of FD value will be provided as loan.
3.2 Borrower Eligibility:
Age Minimum 21 years and Maximum 60 years of any Bangladeshi resident
Present Address Borrower must reside for at least 6 month in the present address.
Income : For salaried applicant Tk 30000/-and For businessmen and self-
employed applicant Tk 40000/-

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3.3 Identification and Income Document
Passport or Voter identity or driver license or Employee Id or Nationality or Ward
Commissioners Certificate with photo attachment.
Recent color photograph and business card
Copy of TIN related document
Trade license/MOA for businessmen
Bank Statement for last 6 months
Rent or Lease Agreement of house / property (if applicable) RFC may call any
other documents as and when required.

3.4 Co Applicant: Parents, Siblings and spouse is allowed as joint borrower. Joint
borrower is allowed to meet the minimum income criteria jointly. However, in such cases, at
least one of the borrower has to meet the minimum income of BDT 20,000/.

3.5 Securities: Personal Guarantee 1 personal guarantee is required from any of the
following individuals
Eligibility of guarantor:
Any salaried executive deemed acceptable to MTB or
Professionals (Doctors, Chartered Accountants, and Engineers etc) or
Reputed Businessman acceptable to MTB
A guarantor can provide personal guarantee not exceeding maximum exposure of
the product ceiling and creditability.
MTB staff cannot give guarantee against any retail loan
Required guarantors Documents:
Photograph and business card
Acceptable Securities for cash covered car loan
MTB FD only.
Wage earners bond issued by MTB.
Cash Covered Loan
In case of 100% cash covered auto loan following process will be followed:
No bank statement is required
No CPV and KYC is required
No UDC and guarantee will be required
Copy of photo ID is required
Copy of TIN related document is required
Waiver of Guarantee:
No personal guarantee would be required for 100% cash covered auto loans.

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 Chapter: 4

4.0 MTB HOME LOAN:

It is often said that the housing industry is a fair barometer of the country's economy. Invariably,
a successful and thriving economy is represented by a booming real-estate market. This
"barometer" has also performed pretty accurately in Bangladesh, or, more specifically, in
Dhaka. For certain periods of time over the last ten years, our economy has been prospering,
and during that time the housing industry has witnessed a boom.
Commercial banks are increasing their dominance in housing finance and capturing the market
share of the housing finance companies. Bangladesh Bank encourages commercial banks to
increase their participation in housing loan. Moreover Bangladesh Bank opened a housing
refinancing scheme through commercial banks at a lower interest rate 9% for middle and lower
income people. On the other hand lots of developer, Individual builders and land owners are
now working in real estate and housing sector. As a result housing sector is booming and its a
biggest & safe sector of retail lending for all commercial banks.
MTB Home Loan is a terminating facility (EMI based) for house financing purpose. Bank
would finance against gross monthly income of the any credit worthy individuals. To meet
accommodation needs of the credit worthy individuals and to capitalize the vast market gap,
this loan is a suitable retail loan product.

4.1. PRODUCT FEATURES OF MTB HOMELOAN

Purpose:
Purpose might be considered as follows:
Purchase of apartment/house.
House constructions.
Extension/Renovation of existing houses/apartment. Takeover of other banks/ FIs
Home Loans. Purpose not allowed this loan cannot be taken for any other purpose than
individual house financing.
Product range
Home Loan (HL) Purchase of apartment /house for residence purpose.
Home Equity loan (HE) Extending loan facilities for different purposes i.e.
House construction /House extension / House renovation / Face uplifting / Finishing work
- for almost completed property by mortgaging (before disbursement) the existing
apartment / houses of the client on lease hold lands / Private land.
Take Over loan (TO) Transfer existing housing / house renovation loans from any
schedule bank/ financial institution to MTB.
Target Customer:
Segment 1 (Salaried):This segment consists of salaried employees of
multinational organizations, middle to large corporate bodies, supranational entities,
and government offices, private organizations having their salary accounts with MTB
or other banks.

Segment 2 (Businessman): This segment consists of businessmen maintaining

a/c with us and/ or for at least 12 months with other bank.

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 Segment 3 (Self Employed Professional): This segment consists of self-
employed professionals maintaining a/c with us and/ or for at least 12 months with
other bank.
Segment 4 (Land Lord): This segment consists of land lords having a stable
source of earnings from rented premise(s).Having at least six months bank account
relationship with any Bank.
Non target customers :
Lawyers of reasonably low category
Individuals having politically affinity
Journalists of reasonably lower level
Defense official below Major level
Police Officials below ASP level
MTB Negative listed individuals
Individual solely depends on agricultural and foreign remittance income.

Loan amount: for the MTB home loan Minimum Loan amount is BDT 500,000
(Taka Five Lac) and Maximum Loan amount is BDT 100,00,000 (Taka One Hundred
Lac)
Maximum loan per individual:
Maximum two home loans are allowed per individual from MTB at a time. Maximum
exposure of two loans can be BDT 100 lac.
Interest rate and processing fees: Interest rate for all loans is 12.75% and
Takeover loans Interest rate will be 1% less than ongoing rate. Processing Fees is
1.25% on loan amount and there is 0% for take-over loans.

4.2 Location of the property

Property must be located within the developed area of MTB branch command. Property
Construction plan has to be approved from respective local authority like RAJUK, CDA,
and Pouroshava etc.

4.3 LTV = Loan to value of property

Area Salaried individual Self-employed & Others
House Construction / 70% 70%
Renovation / Extension
Apartment Purchase 80% 70%

For 100% cash covered loan LTV may be 100%.Value of the property will be determined by
a third parity enlisted valuer company.

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4.4 Borrowers Eligibility
Principal applicant criteria & requirement of Co-applicant.:
Every home loan file must have a principal applicant/main applicant & a co-applicant. Principal
applicant must be the main income earner, if the property owner & the main income earner
person happens to be different. So principal applicant may or may not be the property owner
but

He has to be the main income earner. Loan tenure will be decided based on the age of the
principal applicant/main income earner & age of the property. Generally, Co-applicant is
mandatory for all proposals except for the cases where the principal applicant happens to be
both (the property owner as well as the main income earner) and agrees to assign his/her Life
Insurance Policy (LIP) in favor of the bank to mitigate the death risk.

Co-applicant Eligibility : Co-applicant Eligibility criteria are identical to that of the

principal applicant/main income generator and shall be part of the immediate family i.e. Spouse,
father, mother, son, daughter, sister and brother only Maximum 2 Co-applicant is allowed Co
applicant may or may not be the property owner & income earner.
Minimum Age: Minimum age for all general loan applicants is 21 years. And Minimum age
for 100% cash covered loan applicant is 18 years.
Maximum Age:
Salaried: 65 years or retirement age whichever is lower at the time of loan maturity for
a salaried applicant.
Businessmen, self-employed & land lord: Maximum age can be 65 years at loan
maturity. For cash covered loan maximum age at loan maturity is 70 years.
Location of clients: All applicants have to reside within MTB branch command area.
All applicants have to reside at present address at least for last 6 months. And For 100%
cash covered loan applicants may reside anywhere of Bangladesh

Minimum Income:
1. Salaried individual BDT 25000/- from all sources.
2. Business men BDT 40000.00 from all sources
3. Self-employed professional BDT 30000.00 from all sources.
4. For land lord/lady (solely depends on rental income) minimum rental income must be
BDT40000.00Co-applicant may or may not be the income earner. For aggregation of co
applicant income, minimum required income is BDT 5000.00

4.5 Eligible Securities:

FD with MTB
WEDB issued by MTB.

100% Cash Backed Loan

MTB 100% cash covered loan for wealthy individual and foreign remittance earner who
wants to take a home loan against 100% cash security

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Waiver for 100% cash-covered loans:
Work/business
experience
Location of customer.
Location of the property (anywhere in Bangladesh)
Property type.
Income assessment.
Property insurance.
CPV
UDC

4.6 Insurance:
Property to be insured prior to disbursement
Fire, earthquake risks will be covered. This will be mandatory. Flood and cyclone risk
my covered for flood and cyclone prone area.
All properties to be insured against the loan amount for the whole tenor of the loan. At
the time of disbursement, the insurance must be for a period of at least 12 months.
Property insurance will be renewed by bank for whole loan tenor. Bank will renew the
policy every year by debiting applicant operative account for insurance premium
amount. Applicant has to provide insurance renewal authority and account debit
authority to the bank.
Policy should be assigned favoring the bank. Insurance is not mandatory in case of
100% cash covered loan.

4.7 Tenor:
Loan repayment tenor will be minimum 3 years and maximum 25 years. No fraction of year
is allowed for calculating tenor and Tenor of loan to be decided by the age of the main
income earner/principal applicant and age of the property.

4.8 Repayment method:

System will auto debit installment from customers operative account and for First
Repayment Date no moratorium period is allowed, first installment would fall due within the
initial 30 days from full disbursement. And for partial disbursement Pre-EMI (only interest
on disbursed loan amount) will be fall due after 30 days from first partial disbursement date.
And it will follow for subsequent partial disbursements until full loan disbursement.
Full settlement: Early full and final settlement is allowed and 1.5% charge will
applicable of the outstanding loan amount Installment
Failure charges: Penal interest of 3% on the overdue amount.
Stamp charge: Stamp charges all relevant Stamp charges will be borne by borrower
and will be realized from the borrowers account at the time of disbursement

4.9 ASSESSMENT CRITERIA

Three-dimensional Assessment :
Basically there would be 3 Dimensional assessment in case of Home Loan which are as
follows:

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 Credit Assessment (CA):Credit assessment will be done by RFC as per
income assessment guideline.
Technical Assessment (TA):Technical assessment will be done by MTB
enlisted third party Valuer Company.

Legal assessment (LA):Legal assessment will be done by MTB enlisted third

party law farms. Technical assessment/Valuation of the property. A Bank
appointed Valuer Company would value all properties as per standard templates.

4.10 APPROVAL CYCLE:

Conditional approval:
Conditional approval will be provided after full completion of income assessment and initial
legal & technical assessment. This approval will ensure only applicant financial eligibility
and primary feasibility of the project for loan finance, subject to fulfillment of some
conditions such as: Clean/standard CIB, legal vetting, Valuation and completion of security
documentation etc.
Final approval:
Final approval will be provided after completion of all three dimensional assessment (i.e.
Financial, Technical/valuation & Legal assessment), satisfactory CIB & CPV report and any
other special conditions imposed by RFC. A final approval/sanction letter will be issued to
initiate disbursement procedure of the loan. Once a loan is approved finally, it will remain
valid for disbursement until 90 days, from the date of approval. After 90 days re-approval is
required but RFC may enhance approval time ate HORFC level with proper credit judgment
and in this connection RFC may call latest CIB of all applicants and any other required docs.
Approval cycle
Approval cycle include following steps.
Application received by RFC from source end.
Conditional approval & offer letter will be issued by RFC after completion of
income assessment and other initial assessment.
Final approval & offer letter will be issued by RFC after completion of legal
assessment, technical assessment, CIB analysis and compliance of other conditions
as per conditional approval.
Disbursement will be made after completion of all disbursement procedure and
compliance and completion of all terms & conditions and tasks. Credit Process
Income and DBR validation, statement analysis and credit decision will be
followed by separate policy document titled Income Assessment Guideline &
Loan KYC for Retail Lending of this bank.

4.11 MTB Employee:

MTB staffs are entitled to avail the loan with following facilities:
Waiver of CPV and KYC
Waiver of Processing fee, advance / partial pre-payment fee and early settlement
fee Credit criteria and product features will remain same

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 Chapter 5

5.0 Working Experience

5.1 Introduction
The BBA program is designed to focus on theoretical and professional development of
people open to take up business as a profession as well as service as a career. The course is
designed with an excellent combination of theoretical and practical aspects. This internship
provides the Students to link up their theoretical knowledge into practical fields. In this
connection, I was assigned to Mutual Trust Bank Ltd. Pabna Branch. general banking for
my practical orientation. This chapter will give a brief idea about my duties and
responsibilities over the three month in Mutual Trust Bank Ltd Pabna Branch. From the
first day of my joining in Mutual Trust Bank I have given some responsibilities. Through
this internship program I have gathered practical knowledge about the corporate world.

5.2 General Banking Divisions:

General banking is the starting point of all the banking operations. General banking is the
front side banking service department. It deals with those customers who come frequently
and those customers who come one time in banking for enjoying ancillary services. In some
general banking activities, there is no relation between banker and customers who will take
only one service from bank. It opens new accounts, issues bank drafts and pay orders etc.
Account Opening
Mutual Trust Bank Ltd opens Savings, Current and different deposit accounts. To open this
Accounts they have account opening forms for each accounts. For Savings, and Current
Accounts the form required detail information about the customer. My duty was to help the
customers to fill up the form. If the customer was not able to fill up the form I had to fill it
on the behalf of them.
Cheque requisition: at the time of a/c opening of current, savings ,MTB inspired ,MTB
rubi.i had to collect their cheque book requisition to collect the requisition I gave them a
form to the a/c opener and after their signature in the specific part I put the a/c number
,name , date, and address of the client on the requisition form according to their giving
information .but I had to careful at the time of collecting signature of a/c holder of joint a/c
and current account as in joint account both the person has to sign on that form and in
current account seal also required with the signature of the account opener.
ATM cards: I filled up the ATM cards on the behalf of respected customer who is
willing to take ATM card by their giving information in a/c opening form.
Cheque Books giving to the customer:
When the customers come to collect their cheque book it was my responsibility to give
them their check books by first checking their name, picture and signature and then taking
their signature in the received file. And then I posted the cheque book page numbers and
other cheque book related information in the flora softwares cheque book register.

20
 Sorting daily transaction voucher: I had another task was shorting the daily
transaction voucher according to the daily supply of the voucher.
TP (transaction profile) &KYC (Know Your Customer): I did hard copy and
then
soft copy of customer TP and KYC on the basis of face to face interview with them at the
time of a/c opening. Through the TP bank can get idea about the customers monthly
transaction amount and transaction numbers. And through KYC bank can get idea about the
risk level and rating of the customer.
Giving Information: When the customers come it was my responsibility to give them
the proper information about the Deposit accounts. Like if a customer wants to open a
savings account the required documents and number of photos and introducer.
Daily Expenditure Voucher
It was my responsibility to write down the daily expenditure voucher of Mutual Trust Bank
Limited like local convince, refreshment, generators etc.
Auditing task: I got a different type of flavor at the time of auditing of the bank .from
18th October to 25th October.at that time I helped the audit person when he was auditing in
the general banking division task.
Flora software: I am really so lucky thats why I got the opportunity to do work in the
Banks own software called flora.in flora I did CRM, Account opening, TP, KYC, cheque
book issue posting, linking between deposit account and brick by brick (DPS) account of
the customer, and my another task was after scanning the signature verification of account
in form I add that in flora.
Corporate Internet System (CIS): I also got opportunity to work in corporate
internet. I used CIS to calculate FDR calculator and through the CIs I learn about the
MTBs Product features and product types .etc.

5.3 Cash Section

Cash section demonstrates liquidity strength of a bank. It is also sensitive as it deals with
liquid money. Maximum concentration is given while working on this section. As far as
safety is concerned special precaution is also taken. Tense situation prevails if there is any
imbalance in the cash account. For the safety reason I have no duties in the cash section.

5.4 Findings
While doing my internship program at MTB Pabna branch I try to find positive and
negative aspect which is faced by the customer and some time the employees of the MTB
.those are:

Positive Aspect:

Skilled manpower: The Pabna branch is a new Branch of MTB but its all
employee are not new in MTB .maximum of all employee were working in different
branches of MTB after opening this branch they assigned here so all of they are very
skilled and experienced employee of MTB

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 Strong branch network:MTB has strong branch network currently they are
operating their banking activities through 68 branches all over the Bangladesh .so
they can equally focus on the urban and rural areas customer. And MTB is carries
their international business through a Global network of foreign correspondent bank.
Corporate internet system (CIS):which can be accessed only by authorized
person, especially members or employees of the bank, from the 1st day of an
employees joining, employee will have access to MTB internet system .employee
can provide attendance and book leave immediately online through the bank internet.
Online Service: Now Bank has an online service in all their branches that also
have a strong network. Now client can transaction easily whichever branch they want
within Bangladesh. Through the online service client also can transfer their fund in
all over the Bangladesh.
ATM Booth:The Mutual Trust Bank has lots of ATM booth all over the
Bangladesh so the MTB ATM Card holder can easily collect money from the MTB
booth and the card holder also can use the DBBL ATM booth also.
Working environment: MTBs working environment is excellent

Negative Aspect:

Shortage of manpower: The Bank has shortage of manpower. As a result its

very difficult to the bank employees to complete the daily task on the time.
Customer related problems: The Bank has no segmentation to handle
different types of Customer. They are equally treating of all the customers to
provided service. But high status clients seek on extra honor from Bank or instituted.
Online charge: online service charge creates a negative effect on the customer
mind as MTB does not give any receipt to the customer against the online service
charge

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 Chapter 6

6.0 Conclusion & Recommendations

6.1 Conclusion:
MTB is a local Bank with a global mission to reach MTBs vision and missions, MTB is
concerned with the well-being of its employee and customer satisfaction .MTB believe that
success depend on the ability to consistently satisfy the every changing choice of
customer.MTB has only completed almost 11 years of banking services so at the initial stage
of banking their achievement in the competitive market is really great. I also worked in MTB
as a intern and observed their activities from very closely so I can say I m a witness of their
golden progressing time .so my optimistic mind want to see a golden dream with MTB that
MTB in near future could be our Bangladeshis first multinational bank.

6.2 Recommendations : Considering the findings and analysis in the earlier chapters,
MTB can do the following for Further growth and development:
MTB should modify and update its banking software Flora for doing banking daily task
uninterruptedly.
MTB Pabna branch should increase its advertising to increase the number of the
customer for this purpose they can take the help of Pabnas local cable tv channels help.
MTB Pabna branch has lack of employee number so they should employed more
employee.
MTB should quickly setup a call center and expend its alternative service delivery
channels by introducing mobile banking.
MTB should make stronger its internet banking.
MTB should establish ATM Booth countrywide as soon as possible.

23