Chapter -1

Introductory Part
1.1 Introduction
Modern banks play an important role in promoting economic development of a country.
Banks provide necessary funds for executing various programs underway in the process of
economic development. They collect savings of large masses of people scattered throughout
the country, which in the absence of banks would have remained ideal and unproductive.
These scattered amounts are collected, pooled together and made available to commerce and
industry for meeting the requirements.

As a servicing industry, the Banks are customers oriented. Customers are the m driven power
of a Bank and it earns profit by providing services to customers. Customers are the person or
institutions which deal with the Bank. In general, he, who has an account in a Bank, may be
treated as a customer. In broad sense, customers may be seen from the two wings –Depositors
and Borrowers. Beside these, other short-term served customers may exist in a Bank. As the
Banking area is very hard and competitive, in order to survive and successfully compete with
other Banks, a Bank has to serve its customers very carefully. Now, in Bangladesh more than
50 scheduled Banks are operating their activities to serve customers.

To fulfill the demand of time and impress the customer most of the banks are now trying to
make their whole banking operation through online. Online banking is the demand of time. It
is now no longer a “nice to have” but an “impossible to survive without” for all banks. Uttara
Bank Ltd performs many of its operation in on line and trying to include rest of the
operations.

Online banking comes with huge benefits. Many customers warmly adopt the habit of online
banking. Some eagerly wait for new online services. But some still prefer traditional banking.
They find traditional banking easy, hassle free and more trustworthy than online banking.
Uttara Bank Ltd is continuing to begin new online services one by one. During my project
period I got the opportunity to observe customer closely. I found that many customer want
more online services to save their time and cost. Many customers are happy with traditional
banking. Some customers have no faith on online banking.

Online banking makes life easier, there is no doubt. But introducing a new system is not easy
because it brings some difficulties with it. In case of starting full online banking; the bank has
to introduce some new system/products. In that situation both employees and customers face
some problem to adopt that new system/product.
1.1: Background
No knowledge is fully complete unless it is fully supported by events on ground. Whatever
may be the quality of theoretical knowledge, it is not complete without practical implication
on ground. This realization is more pronounced in the study of Business Administration
where experience on ground plays a dominant role.

Bachelor of Business Administration (BBA) is designed with an excellent combination of

practical and theoretical aspects. After completing the BBA, it is required for every student to
complete the internship or dissertation program with a minimum duration of Three months.
As a student of BBA to fulfill the requirement of this Degree, I was assigned to pursue
Internship in UBL, Sylhet Branch, Sylhet

I have tried my best to use this opportunity to enrich my knowledge on banking system. After
observing thoroughly, I have prepared this report on the basis of my findings and observation
relating to the topic.

1.3 Objective of the report:

The primary objective of this report is to comply with the requirement of my course. But the
objective behind this study is something broader. The principal intent of this report is to
analyze the trends of modern banking and their customer’s satisfaction. Objectives of the
study are summarized in the following manner:

To identify the present state of Uttara Bank Limited.

To get an idea about the financial strength of Uttara bank.
To find out the problems exist in general banking department.
To describe General Banking, SMS Banking, ATM, loan & other facilities provided
by it.
To provide the recommendation for improvement.
1.4 Scope of the Report
As I was sent to the Sylhet Branch, the scope of the study is only limited to this
Branch. The report covers its overall department wise function, structure and
performance. The report covers the topics “Genaral Banking Activities of “Uttara Bank
Limited I have gathered valuable information from “Metropolitan University, Sylhet” &
I have also got some information from web site, annual performance report, news
paper etc.

1.5 Methodology of data collection:

For achieving the specific objective of this study, I have collected the related data both from
primary & secondary sources.

Primary data have been collected from:

Face to conversation with the respective officers and stuffs of the branch.

Discussing with my supervising teacher and manager.

Practical work experience in the different desk of the department of the branch.

In-depth study of selected cases.

Secondary data have been collected from:

The annual reports of Uttara bank.
Different papers of the bank.
Various records of the bank, unpublished data.
Different textbooks, journals, booklets and
Web site of Uttara bank.

1.6 Limitations of the Study

 The internship was based upon only Uttara bank, Elephant Road, so the report doesn’t
show all branches’ activity of Uttara bank in depth.
 Although I have obtained wholehearted co-operation from employees and customers
of Uttara bank, Elephant Road but they could not manage enough time to deal with
my report.
 The annual report and web sites are the main secondary sources of the information but
this information was not enough to complete the report.
 The main limitation for me was that relevant data and document collection was
difficult because of the confidentiality of the administration.
 Chapter: 02
Overview of Banking Industry in Bangladesh
2.1 Definition of Bank:

The Jews in Jerusalem introduced a kind of banking in the form of money lending before the
birth of Christ. The word ‘Bank’ was probably derived from the word ‘bench’ as during
ancient time Jews used to do money -lending business sitting on long benches.
First modern banking was introduced in 1668 in Stockholm as ‘Savings Pis Bank’ which
opened up a new era of banking activities throughout the European Mainland.
In the South Asian region, early banking system was introduced by the Afghan traders
popularly known as Kabuliwallas. Muslim businessmen from Kabul, Afghanistan came to
India and started money lending business in exchange of interest sometime in 1312 A.D.
They were known as ‘Kabuliwallas

Banks have influenced economies and politics for centuries. Historically, the primary purpose
of a bank was to provide loans to trading companies. Banks provided funds to allow
businesses to purchase inventory, and collected those funds back with interest when the
goods were sold. For centuries, the banking industry only dealt with businesses, not
consumers. Banking services have expanded to include services directed at individuals, and
risk in these much smaller transactions are pooled.

The name bank derives from the Italian word banco “desk/bench”, used during the
Renaissance by Florentines bankers, who used to make their transactions above a desk
covered by a green tablecloth. However, there are traces of banking activity even in ancient
times. In fact, the word traces its origins back to the Ancient Roman Empire, where
moneylenders would set up their stalls in the middle of enclosed courtyards called macella on
a long bench called a bancu, from which the words banco and bank are derived. As a
moneychanger, the merchant at the bancu did not so much invest money as merely convert
the foreign currency into the only legal tender in Rome—that of the Imperial Mint.

2.2 Definition of Banker:

A banker is responsible for establishing and maintaining positive customer relationships,

planning and delivering effective sales strategies and monitoring the progress of new
and existing financial products. Bankers may work as managers in high street
branches providing operational support on a day-to day basis, or in more specialized posts
in corporate or commercial departments at area, regional or head offices.

2.3 Definition of Banking:

Banking is the process through which an institution, most often owned by the
government, Provides financial services. They include collecting deposits, landing money
and issuing debit and credit cards. Banking is the process of performing the activities of a
Bank.

2.4 Law of Banking:

Banking law is based on a contractual analysis of the relationship between the bank and the
customer. The definition of bank is given above, and the definition of customer is any person
for whom the bank agrees to conduct an account.

The law implies rights and obligations into this relationship as follows:

 The bank account balance is the financial position between the bank and the customer,
when the account is in credit, the bank owes the balance to the customer, when the
account is overdrawn, and the customer owes the balance to the bank.
 The bank engages to pay the customer’s cheques up to the amount standing to the
credit of the customer’s account, plus any agreed overdraft limit.
 The bank may not pay from the customer’s account without a mandate from the
customer, e.g. a cheque drawn by the customer.
 The bank engages to promptly collect the cheques deposited to the customer’s account
as the customer’s agent, and to credit the proceeds to the customer’s account.
 Right to combine the customer’s accounts, since each account is just an aspect of the
same credit relationship.
 The bank has a lien on cheques deposited to the customer’s account, to the extent that
the customer is indebted to the bank.
 The bank must not disclose the details of the transactions going through the
customer’s account unless the customer consents, there is a public duty to disclose,
the bank’s interests require it, or under compulsion of law.

2.5 Banking in Bangladeshi Perspective:

Banking is the backbone of the national economy. All sorts of economic & financial activities
revolve round the axis of the bank. As the industry produces goods & commodities, so does
the banks create & control the money market & promotes the formation of the capital. From
the point of view banking a technical profession can be termed as industry. Services to its
customers are the products of the banking industry besides being a pivotal factor in
promoting capital formation in the country. As all economic & fiscal activities revolve round
this important industry, the role of banking can hardly be over emphasized.

Circumstances being such, it becomes imperative to find out the role of banks now playing in
the country & analyze its operational aspects so as to ascertain the importance of this fragile
financial sector & its overall impact on the national economy. To do this a thorough study as
to its distribution, expansion & contribution is essential to comprehend its past, present &
future bearings for the growth & development of the banking sector of the country.

In global context, the role of banks is far reaching & more penetrating in the economic &
fiscal discipline, trade, commerce, industry, export & import et5c all are carried through the
banks. Banks are the only media through which the international trade & commerce are being
carried out .Moreover the entire credit transaction, both national & international is done
through the banks.

2.6 Features of a Bank:

The features of a bank are given below:-

Bank is a financial institution which deals with other people’s money i.e. money given by
depositors.

A bank accepts money from the people in the form of deposits which are usually repayable
on demand or after the expiry of a fixed period.

A bank provides easy payment and withdrawal facility to its customers in the form of
cheques and drafts.

A bank works as an agent for its customer and provides utility services.

Banks make loans to consumers, businesses and organizations. Loans represent fund that are
extended by the bank to the creditor who agrees to pay the fund back, with interest, over a
specified time period.
Banks are operated with the objective of making a profit. Their fee structure and interest rate
is designed with the intention of making money for owners and shareholders.

A bank acts as a connecting link between borrowers and lenders of money. Bank collects
money from those who have surplus money and give to those who are in need of money.

2.7. Functions of a Bank:

The function of Bank can be categorized into the following categories:-

Figure: function of Bank

2.8 History of banking industry in Bangladesh:

After independence the government of People ’s Republic of Bangladesh was formally to

cover The charge of administration of the territory now constitute Bangladesh. In an attempt
to rehabilitate the war-devastated banking of Bangladesh, the government promulgated a law
called Bangladesh Bank (temporary order, 1971 (Acting president’s order No.2 of 1971). By
This order, the state bank of Pakistan was declared to be deemed as offices, branches and
Assets of Bangladesh Bank. On that date there existed 14 scheduled banks with about 3042
branches all over the country.

After the independence, banking industry in Bangladesh started its journey with 6
nationalized commercialized Banks, 2 State owned specialized Banks and 3 Foreign Banks.
In the 1980s Banking Industry achieved significant expansion with the entrance of Private
Banks.Now ,Banks in Bangladesh are primarily of two types:

 Scheduled Banks
 Non- Scheduled Banks
 Scheduled Banks:

The banks which get license to operate under Bank Company Act, 1991 (Amended in 2003)
are Termed as Scheduled Banks. Banks which are included in the list of central Banks are
termed as Scheduled Banks.

 Non- Scheduled Banks:

The banks which are established for special and definite objective and operate under the acts
that are enacted for meeting up those objectives, are termed as Non-scheduled Banks. These
Banks cannot perform all functions of scheduled Banks

2.9 History of Islami Bank in Bangladesh:

Establishment of Islamic Development Bank (IDB) by the OIC member states in the year
1975 has been proved to be a breakthrough in the expansion of Islamic Shariah based finance
and specially banking throughout the world. As a founder member of IDB, the Government
of Bangladesh also had the commitment to establish Islamic banks which was reflected in
different steps taken by the governments of the country. The OIC members consented to the
proposals to introduce Islamic economy and banking in their respective countries held in the
foreign ministers’ conferences in 1978 and 1980 in Dakar and Islamabad respectively. In the
year 1981, OIC in its 3rd summit held in Makkah approved the proposition submitted by
Bangladesh to introduce separate banking system following Islamic ideology. As per
decision, the GOB sent representatives to the Middle Eastern countries to learn the existing
banking systems in those countries.
In the private sector, the Islamic Economics Research Bureau (IERB) was the first
organization that took active initiative in this regard. They arranged a national seminar on
Islamic Economics and Banking in the year 1979 and inspired by the discussion and the
papers presented in the seminars, some local bankers formed ‘Islami Bank Working Group’.
The IERB again arranged an international seminar in 1980. After the seminar, Dhaka based
‘Muslim Businessman Society’ (later renamed as ‘Industrialist and Businessmen
Association’) under the leadership of renowned industrialist Abdur Razzaque Lasker, took
initiative to establish an Islamic bank and applied to the government for permission. At this
stage, the GOB provided necessary permission in the year 1983 and at last ‘Islami Bank
Bangladesh’ was registered under Company Act in which 19 Bangladeshi national, 4
Bangladeshi institutions and 11 banks, financial institutions and government bodies of the
Middle East and Europe including IDB and two eminent personalities of the Kingdom of
Saudi Arabia joined hands to make the dream a reality.
In that way, AL Arafah Islami Bank Ltd was established (registered) as a private limited
company on 18 June 1995. The inaugural ceremony took place on 27 September 1995.

2.10 Banks of Bangladesh at a glance:

1. Central Bank

2. State-owned commercial Banks

3. Private commercial Banks

4. Specialized Banks

a) schedule specialized Banks

b) Non- Scheduled Specialized Banks
c) Micro-Finance Organizations ( Semi formal)
d) Co-Operative Banks

5. Non-Banking Financial institutions

a) merchant Banking companies

b) .housing development finance companies
c) Stock Exchange
d) Insurance Companies

6. Other banks:

a. Retail Bank
b. Unit Bank
c. Branch Bank
d. chain Banking
e. group Banking
2.10.1. Central Bank:

The central bank is the organ of the government that performs the major financial operations
Of the government, monitors and controls the functions of commercial Bank for the
economic Development of a country. every country of the world has a central bank.
according to the pursuant to Bangladesh Bank Order-1972, the Government of Bangladesh
reorganized the Dhaka branch of the State Bank of Pakistan as the central bank of the
country, and named it Bangladesh Bank with rerespective effect from 16 December 1971.

2.10.2. State-owned Commercial Banks:

State –owned Banks are functioning as nationalist. Among the state owned Banks, six are
Commercial and two are specialized. Here is the list:

State-owned Commercial Banks:

1. Sonali Bank Limited

2. Janata Bank Limited
3. Agrani Bank Limited
4. Rupali Bank Limited
5. Basic Bank Limited

Bangladesh Development Bank Limited

2.10.3. Private commercial Banks:

1. AB Bank Limited

2. Bangladesh Commerce Bank Limited

3. Bank Asia Limited

4 .BRAC Bank Limited

5. City Bank Limited

6. Dhaka Bank Limited

7. Dutch Bangla Bank Limited

8. Eastern Bank Limited

9. IFIC Bank Limited

10. Jamuna Bank Limited

11.meghna Bank Limited

12.Mercantile Bank Limited

13. Midland Bank Limited

14. Modhumoti Bank Limited

15. Mutual Trust Bank Limited

16. National Bank limited

17. NCC Bank Limited

18. NRB Bank Limited

19.NRB Commercial Bank Limited

20. NRB Global Bank Limited

21. One Bank Limited

22. Premier Bank Limited

23. Prime Bank Limited

24. Pubali Bank Limited

25. South Bangla Agriculture and commerce Bank Limited

26. Southeast Bank Limited

27. Standard Bank Limited

28. The Farmers Bank Limited

29. Trust Bank Bangladesh Limited

30. United Commercial Bank Limited

31. Uttara Bank Limited

 Islamic Commercial Banks in Bangladesh:

There are eight Islamic Commercial Banks currently operating in Bangladesh. These are:

1. Islami Bank Bangladesh Limited

2. Al- Arafah Islami Bank Limited
3. Export import Bank of Bangladesh Limited
4. Social Islami Bank limited
5. Shahjalal Islami Bank Limited
6. First security islami Bank Limited
7. Union Bank Limited
8. ICB Islamic Bank Limited

Foreign Commercial Banks:

There are nine foreign commercial Banks currently operating in Bangladesh. These are:

1. Bank AL-Falah Limited

2. City Bank NA
3. commercial Bank of Ceylon
4. Habib Bank Limited
5. HSBC (The Hong Kong and Shanghai Banking Corporation Ltd)
6. National Bank of Pakistan
7. Standard Charted bank
8. State Bank of India
9. Woori Bank

2.11. Non-Banking Financial Institutions:

1. Agrani SME Financing Company Limited

2. Bangladesh Finance and Investment Company Limited

3. Bangladesh Industrial Finance Company Limited

4. Bangladesh Infrastructure Finance Fund Limited

5. Bay Leasing And Investment Limited

6. CAPM Venture Capital and Finance Limited

7.Delta Brac Housing Finance Corporation Limited

8.Far-east Finance & investment Limited

9. FAS finance & Investment Limited

10. First Finance Limited

11. GSP Finance Company (Bangladesh) Limited

12.Hajj Finance Company Limited

13. IDLC Finance Limited

14. Industrial and Infrastructure Development Finance Company Limited

15. Industrial Promotion and development Company of Bangladesh Limited

16. Infrastructure Development Company Limited

17. International Leasing and Financial Services Limited

18. Islamic Finance and investment Limited

19. Lanka Bangla Finance Limited

20. Meridian Finance and Investment Limited

21. MIDAS Financing Limited

22. National Finance Limited

 Chapter -3

Company Profile
3.1 Backround of Uttara Bank Ltd

Uttara Bank ltd Limited is one of the oldest and largest commercial banks in private sector in
Bangladesh. It provides mass banking services to the customers through its branch network all over
the country. This bank has been playing a vital role in socio-economic, industrial and agricultural
development as well as in the overall economic development of the country since its inception
through savings mobilization and invests of funds.

Uttara Bank ltd Limited “Abohoman Banglar Oitijje Lalito” is perfectly applicable; it’s fast
growing ability and within a short period acquiring the position at the top slot in terms of
quality service to the customers’ add the value addition to the shareholders prove its
accuracy.

It has already made significant progress from its existence. The bank has already occupied an
enviable position among its competitors after achieving success in all areas of business
operation.

It offers all kind of Commercial Corporate and Personal Banking services covering all
segments of society within the frame work of Banking Company Act and rules and
regulations laid down by our central bank. Diversification of products and services include
Corporate Banking, Retail banking and Consumer Banking right from industry to agriculture,
and real estate.

Uttara Bank ltd, since its beginning has attached more importance in technology integration. In order
to retain competitive edge, investment in technology is always a top agenda and under constant focus.
Keeping the network within a reasonable limit, its strategy is to serve the customers through capacity
building across multi-delivery channels. Their past performance gives an indication of their strength.
They are better placed and positioned to take their customers through fast changing times and enable
them compete more effectively in the market they operate.

2.2 History:

The prosperity of a country depends on its economic activities. Like any other sphere of
modern socio economic activities, banking is a powerful medium of bringing about socio
economic changes of a developing country. Without adequate banking facility agriculture,
commerce and industry cannot flourish. A suitable developed banking system can provide the
necessary boost for the economic growth of the country. Because banking system is linked
with the whole country.

Uttara Bank Limited has a glorious history as a private commercial bank which was
established in 1965 under the name “Eastern Banking Corporation Limited” with the specific
objective of accelerating trade and investment in the economically depressed eastern wing of
the than Pakistan. After liberation of Bangladesh the Bank underwent a major change
namely, it was nationalized in March, 1972 and given the name “Uttara Bank”. The Bank
again in 1983 was denationalized and made a commercial bank in the private sector under the
name “Uttara Bank Limited”. The Bank was incorporated as a banking companyon June 29,
1983 and obtained business commencement certificate on August 21, 1983. The Bank floated
shares in the year 1984.

UBL conducts all types of commercial banking activities. The core business of the bank
comprises of import, export, working capital finance and corporate finance. The bank is also
rendering personal credit, services related to local and foreign remittances. The “Personal
Credit” scheme of the bank, which is designed to help the fixed income group in raising
standard of living is competitively priced and has been widely appreciated by the customers.
The bank’s strategy is to gradually cover the total arena of banking.

2.3 Mission:

To provide high quality financial service

To provide excellent quality customer service
To maintain corporate and business ethics.
To become a trusted repository of customer’s money and their financial advisor.
To make their stop superior and rewarding to the customers.
To display team sprite and professionalism.
To have a sound capital base.

2.4 Vision:

Uttara Bank will be a unique organization in Bangladesh. It will be a knowledge-based

organization where the UBL professionals will learn continuously from their customers and
colleagues worldwide to add value. They will work as a team, stretch themselves, innovate
and break barriers to serve customers and create customer loyalty through a value chain of
responsive and professional service delivery.
Continuous improvement, problem solution, excellence in service, business prudence,
efficiency and adding value will be the operative words of the organization. UBL will serve
its customers with respect and will work very hard to instill a strong customer service culture
throughout the bank. It will treat its employees with dignity and will build a company of
highly qualified professionals who have integrity and believe in the Bank’s vision and who
are committed to its success. UBL will be a socially responsible institution that will not lend
to businesses that have a detrimental impact on the environment and people.
“Building a profitable and socially responsible financial institution focused on Markets
and Business with growth potential, thereby assisting and stakeholders build a “just,
enlightened, healthy, democratic and poverty free Bangladesh”.
2.5 Goal:
Uttara Bank will be the absolute market leader in the number of loans given to small and
medium sized enterprises throughout Bangladesh. It will be a world-class organization in
terms of service quality and establishing relationships that help its customers to develop and
grow successfully. It will be the Bank of choice both for its employees and its customers, the
model bank in this part of the world.
2.6 Objective of the Organization:
The objective of Uttara Bank Limited is specific and targeted to its vision and to position
itself in the mindset of the people as a bank with difference. The objective of Uttara Bank
Limited is as follows:
Building a strong customer focus and relationship based on integrity, superior service.
 To creating an honest, open and enabling environment
 To value and respect people and make decisions based on merit
 To strive for profit & sound growth
 To value the fact that they are the members of the Uttara Bank family – committed to
the creation of employment opportunities across Bangladesh.
 To work as a team to serve the best interest of our owners
 To relentless in pursuit of business innovation and improvement
 To base recognition and reward on performance
 To responsible, trustworthy and law-abiding in all that we do
  To mobilize the savings and channeling it out as loan or advance as the company
approve.
 To establish, maintain, carry on, transact and undertake all kinds of investment and
financial business including underwriting, managing and distributing the issue of
stocks, debentures, and other securities.
 To finance the international trade both in import and export.
 To develop the standard of living of the limited income group by providing Consumer
Credit.
 To encourage the new entrepreneurs for investment and thus to develop the country’s
industry sector and contribute to the economic development
UBL’s Objectives are reflected in the following areas:

 Highly personalized service

 Customer-driven focus
 Total commitment to quality
 Outstanding products
 Contribute in the economy
 Quality of human resources
 Commitment to its clients at each level
2.7 Strategies of Uttara Bank Limited:
 To strive for customer’s best satisfaction & earn their confidence.
 To manage & operate the Bank in the most effective manner.
 To identify customer’s needs & monitor their perception towards meeting those requirements
 To review & updates policies, procedures & practices to enhance the ability.
 To train & develop all employees & provide them adequate resources.
 To promote organizational efficiency by communicating company plans, polices &
procedures openly to the employees in a timely fashion.
 To cultivate a congenial working environment.
 To diversify portfolio both the retail & wholesale markets.

2.8 Milestones in the development of the organization:

 To be a dynamic leader in the financial market in innovating new products as to the

needs of the society.
  To earn positive economic value addition (EVA) each year to come.
 To top the list in respect of cost efficiency of all the commercial Banks.
 To become one of the best financial institutions in Bangladesh economy participating
in
 The most significant segments of business market that we serve.

This year simultaneously for development and achievements of continuous growth rate in all
the areas of banking operation .The bank has successfully been marching ahead with its
prime business objective by earning Achievements were possible because of his service
excellence of management with support from a very resourceful and- skilled workforce who
are rendering efficient and specialized services.
2.9 Core Values:

 For Customer: To become most caring Bank-by providing the most courteous and efficient
service in every area of business.
 For Employees: By promoting the well-being of the members of the staff
 For Shareholders: By ensuring fair return on their investment through generating stable
profit.
 For community: By assuming role as a special responsibility corporate entity in a tangible
manner through, close adherence to national policies and objectives, Upholding ethical
values, Constantly seeking to improve performance by aligning our goals with stakeholders’,
expectations because they value them.
2.10 Hierarchy of Uttara bank ltd Limited.

Managing Director

Deputy Managing Director

Assistant Managing Director

General Manager

Deputy General Manager

Assistant General Manager

Senior Principle Officer

Principle Officer

Grade-1 Officer

Grade-2 Officer

2.11 Board of Directors of UBL:

UBL formed with the Bank Company Act 1991, the rules and regulations issued by the
Bangladesh Bank, the Company Act 1994, and the Securities and exchange Rules 1987 and
other applicable laws and regulations in 1999.The first Board of Directors of the bank was
constituted with 13 Directors. Since the Bank has floated its share for public subscriptions;
two Directors have been elected from the public shareholder. The director’s list is following:

Name Desicnation
Mr. Azharul Islam Chairman
Mr. Iftekharul Islam Vice Chairman
Mr. Syed A. N. M. Wahed Director
Engr. Tofazzal Hossain Director
Mr. Asif Rahman Director
Mr. Faruque Alamgir Director
Mr. Md. Arif Rahman Director
Dr. Md. Rezaul Karim Mazumder Independent Director
Mr. M. Tajul Islam Depositor Director
Prof. Dr. Abu Hossain Siddique Independent Director
Col. Engr. M. S. Kamal (Retd.) Director
Mr. Shaikh Abdul Aziz Managing Director

2.12 UBL at a Glance:

 UBL is one of the largest private banks in Bangladesh.

 It operates through 215 fully computerized branches ensuring best possible and fastest
services to its valued clients.
 The bank has more than 600 foreign correspondents worldwide.
 Total number of employees nearly 3,562.
 The Board of Directors consists of 13 members.
 The bank is headed by the Managing Director who is the Chief Executive Officer.
 The Head Office is located at Bank’s own 18-storied building at Motijheel, the commercial
center of the capital, Dhaka.

UBL Networks
Corporate Offices ( Corporate 2
Branch & Local Office )
Regional Office 12
Worldwide Affiliates 600
Total Branches ( Including 215
Corporate Branch & Local Office
)
Authorized Dealer Branches 38
Treasury & Dealing Room 1
Training Institute 1
Man Power 3562
 Chapter- 4
General Banking Activities of Uttara Bank Ltd.
4.1 General Banking:

Financial institution/ intermediary that mediates or stands between ultimate borrowers and
ultimate lenders is knows as banking financial institution. Banks perform this function in two
ways- taking deposits from various areas in different forms and lending that accumulated
amount of money to the potential investors in other different forms.

General Banking is the starting point of all the banking operating. General Banking
department aids in taking deposits and simultaneously provides some ancillaries services. It
provides 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 form the bank. On the
other hand, there are some customers with who bank are doing its business frequently. It is
the department, which provides day-to-day services to the customers. Every day it receives
deposits from the customers and meets their demand for cash by honoring cheques. It opens
new accounts, demit funds, issue bank drafts and pay orders etc. since bank in confined to
provide the service everyday general banking is also known as retail banking.

4.2 General Banking consists of the many sections in the branch. These are:

 Customer Service
 Account Opening/Closing
 Payment Order Issue
 Demand Draft Issue/Collection

4.3 T.T. Issue/Collection:

 Account Transfer
 IBC/OBC Collection
 Deposit Department
 Clearing Department
 Cash Department etc.
4.4 General Features of General Banking:

 Issuance of token, Maintenance of subsidiary day Book, writing of day Book,

balancing of Ledger.
 Opening of A/C like – Savings A/C, Current A/C, Short Term Deposit A/C, writing of
A/C opening registers and issuance of pass book and cheque Book etc.
 Maintenance of current A/C ledgers, deposit ledger and FDR ledger and operation.
 Writing of transfer scroll, statement of current A/C and deposit A/C.
 Bills: Outward & inward Bills (OBC & IBC) and clearing.
 Remittance: Issuance and payment of DD, TT, PO etc.
 Writing of clean cash Book and posting of General Ledger.
 Maintenance of charges, suspense and sundry deposit A/C, maintenance of dead stock
and stationery articles registers.
 Schedule Telegram and preparation of General ledger A/C statement.

4.5 Customer Service:

Customer service includes provide information to all type of customer queries. Each day
many people come to the branch with various types of problems. Some of information is like
Account opening requirements, DPS related information, FDR information, Give instruction
for address change, signature change, nominee change, and account closing information, DPS
closing information, FDR closing formalities, pay order, document issue and all type of
queries.

4.6 Account Opening:

It is said that there is no banker customer relationship, if there is no account of a person in

that bank. By opening an account banker and customer create a contractual relationship.
However, selection of customer for opening an account is very crucial for a bank.

4.7 Account Opening Procedures in a Flow Chart:

 She is required to fill up the specimen signature card.

 An applicant fills up the relevant application form in the prescribed manner.
 For individual introduction is needed by an account holder.
 The authorization officer scrutinized the introduction and examines the documents
submitted
  Account is opened
 Issuance of deposit slip and the deposit must be made in cash. No cheque or draft is
acceptable to the bank.
 After depositing the cash one cheque book &a pay in slip book is issued for the
application.

4.8 Before opening of a current or savings account, the following formalities must be
completed:

Application on the prescribed form. The customer information must be filled up with the
form. Introduction: The following persons can introduce an account opener;

 An existing current/savings account holder of that branch.

 An offer of that branch (not below of the rank of an Assistant officer).
 A responsible person of the society or locality who is well known to the Manager/2 nd
man of the branch concerned.

4.9 Furnishing photographs:

Banker will supply a set of printed forms required for opening the account which will
normally include:

 Specimen Signature cards (SSC).

 Deposit Slip Book.
 Check Book Requisition Slips.

4.10 Papers and Documents Required for Account Opening:

 Savings Bank Account (SB)

 Passport size photograph – two copies.

 Introducer’s signature in the account opening card and photograph.
 Nationality Certificate/Passport’s photography (duly attested)
 Nominee’s photograph.
 Mother’s name.
 Date of Birth and Age.
4.11 Current Deposit (CD):

 Individual Account

 Passport size photograph – two copies.

 Introducer’s signature in the account opening card and photograph.
 Nationality Certificate/Passport’s photography (duly attested)
 Nominee’s photograph.
 Mother’s name.
 Date of Birth and Age.
 TIN papers.

 Proprietorship Account

 Passport size photograph – two copies.

 Introducer’s signature in the account opening card and photograph.
 Nationality Certificate/Passport’s photography (duly attested)
 Nominee’s photograph.
 Mother’s name.
 Date of Birth and Age.
 TIN papers Trade License (valid) Seal/Rubber Stamp.

 Partnership account

 Passport size photograph of account operator (Authorize by parents) – two copies

(each).
 Introducer’s signature in the account opening card and photograph.
 Nationality Certificate/Passport’s photography (duly attested)
 Parent’s name.
 Date of Birth and Age.
 TIN papers
 Partnership Letter.
 Trade License (valid).
 Partnership deed (from Notary Public).
 Seal/Rubber Stamp.
  Account for Limited Company

 Passport size photograph of account operator (Authorize by parents) – two copies

(each).
 Introducer’s signature in the account opening card and photograph.
 Company resolution.
 Common seal of the company.
 Memorandum & Articles of association (certified by Joint Stock Company).
 List of Directors with sign.
 Certificate of incorporation.
 Trade License (valid).
 TIN papers.

 Account for Societies, Clubs, etc.

 Passport size photograph of account operator (Authorize by parents) – two copies

(each).
 Introducer’s signature in the account opening card and photograph.
 Nationality certificate of the operators.
 Bye-laws & Regulations/constitution.
 Board Resolution.
 Up-to- date list of office Bearers/Governing Body/Managing Committee.
 Memorandum & Articles of association (certified by Joint Stock Company).
 Seal/Rubber Stamp

4.12 Deposit Schemes (Local Currency):

 Savings Account
 FDR Account
 STD Account

4.13 Savings Account:

Any Bangladeshi National residing home or abroad may open savings account with UBL.
This account may be opened in single/joint name. The account holder may nominate his
nominee in this account. The nominee can get the balance amount without submitting
succession certificate after the death of account holder. This account bears usual rate of
interest. UBL offers 1% above the normal rate of interest on credit balance of TK.2.00 lac
and above kept in the savings account for more than 6 month.

4.14 Requirement for opening of the A/C:

 Account opening form as per format below. The Account opening form and signature
card to be filled in and duly signed.
 Two copies passport size photographs of the account holder.
 Photograph of nominee (if any) duly attested by the account holder.
 Photocopy of the 1st 7 pages of the passport for non-resident Bangladeshi national.
 Signature in the account opening form/card must be same with the signature of the
passport.

4.15 Accounting Entries of Clearing Department:

The following entries are given if the cheques are honored,
Customer A/C ________________________Debit

UBL General A/C _________________________Credit

UBL Principal Branch clears its cheques through the Head Office as well as the cheques of other
branches, because it is only permitted. The other branches send the instruments through I.B.D.A UBL
Principal Branch acts as an agent in this case. For this concern branch gives the following entries,
UBL General A/C __________________Debit
Customers A/C __________________________Credit
If the instrument is dishonored, the instrument is returned to the concerned branch through I.B.D.A.
along with the following entries, In case of return(For Inward instrument)
UBL General A/C ____________________ Debit
Customers A/C _______________________________Credit.
In case of return (For Outward instrument)
Customer A/C _________________________Debit
UBL General A/C ___________________________Credit.
In case of returning an instrument the respective officer usually looks for following reasons,
 Account closed

 Insufficient fund

 Not arranged for

 Payment stopped
  Refer to drawer

 Effects not cleared may be presented again

 Amount in words and figures differs

 Drawer’s signature differs

 Alteration require drawer’s full signature

 Mutilation requires drawers confirmation

 Cheque post dated out of date

 Date incomplete/missing

 Payee’s endorsement require/ irregular

 Payee’s endorsement requires bank confirmation

 Clearing house stamp missing

 Not drawn on UBL

 Present through banker.

If the check is dishonored due to insufficiency of funds, UBL charges TK. 50/- as penalty.

4.16 FDR Account:

Any Bangladeshi national residing home or abroad may open FDR with UBL. FDR may be
opened single/joint name for a period of 3, 6, 12, 24 and 36 months. UBL offers
attractive/competitive rate of interest in FDR.

4.17 Renewal of FDR:

The FDR becomes automatically renewed for like periods and amounts, unless this are
withdrawn by the depositor or the bank notifies the depositor in writhing at least 15 days in
advance of the original or any renewed maturity date of its desire to terminate the account or
cheque any term and condition of the account.

4.18 Short-Term Deposit (STD) Account:

In UBL, limited companies, corporate groups, various other big companies, organizations,
Govt. Departments keep money in STD accounts. Frequent withdrawal is discouraged and
requires 7 (Seven) days prior notice. STD account opening procedure is similar to that of the
saving account. Initial account opening minimum amount requirement TK. 1000/-

In Short Term Deposit Account, the deposit should be kept for at least 7 (seven) days to get
interest. The interest offer for STD is less than that of savings deposit. 6% interest is paid on
their deposit. The bank is benefited because they have to pay less interest and the customers
are also benefited because they any time can divert money.

In UBL, usually customers give an instruction to the bank that their current account will be
debited whenever its deposited amount crosses a certain limit and this amount will be
transferred to the STD account.

4.19 Issuing cheque book to the customer:

 Enter the new cheque book number in the register book against the specific
customer’s name.
 Requisition slip filled properly along with the cheque book number.
 Banker issues new cheque book if everything is in the right.
 Banker verifies the slip.


Procedure of issuance of a fresh cheque book

 A customer who opened a new account initially deposits minimum required money in
the account.
 The account opening form is sent for issuance of a cheque book.
 Respected officer first draws a cheque book.
 Officer then sealed it with branch name.
 In-charge officer enters the number of the cheque book in Cherub Book Register.
 Officer also entry the customer’s name and the account number in the same Register.
 Account number is then writing down on the face of the cheque book and on every
page of the cheque book including Requisition slip.
 The officer who has the signing authority signs on every page of the cheque book and
the next requisition slip exists in the chequebook.
 The name of the customer is also written down on the face of the cheque book and
Requisition Slip.
  The word ‘issued on’ along with the date of issuance is written down on the
requisition slip.
 Number of cheque book and date of issuance is also written on the application form.
 Next the customer is asked to sign in the cheque book issue register.
 Then the respected officer signs on the face of the requisition slip put his initial in the
register and handover the cheque to the customer.

4.20 Issue of new Cheque book (For old Account):

All the procedure for issuing a new cheque book for old account is same as the procedure of
new account. Only difference is those accounts have to submit the requisition slip of the old
cheque book with date, signature and his/her address. Computer posting is then given to the
requisition slip to know the position of account and to know how may leaves still not used.
The number of new cheque book is entered on the back of the old requisition slip and is
signed.

4.21 Transfer of an Account:

 The customer submits an application mentioning the name of branch to which he

wants the account to be transferred.
 His signature card, advice of new account and all relevant documents are sent to that
branch through registered post.
 The balance standing at credit in customer’s account is sent to the other branch
through Inter Branch Credit Advice (IBAC).
 Not exchange should be charged on such transfer.
 Attention is also given in this connection.

4.22 Closing of an Account:

Upon the request of a customer, an account can be closed. After receiving an application
from the customer to close an account, some procedures are followed by a banker. The
customer should be asked to draw the final cheque for the amount standing to the credit of his
account less the amount of closing and other incidental chargers and surrender the unused
cheque leaves. The account should be debited for the account closing charges etc. and an
authorized officer of the bank should destroy unused cheque leaves. In case of joint account
the application for closing the account should be signed by all joint holders.
A banker can also close the account of his customer or stop the account under following
considerable circumstances:

 Death of the customer.

 Customer’s insanity and insolvency.
 Order of the court.

4.23 Cash Section:

The cash section with all types of negotiable instruments, cash and other instruments and
treated as a sensitive section of the bank. It includes the vault, which is used as the store of
case instruments. If the cash stock goes beyond this limit the excess cash is then transferred
to Bangladesh Bank. Keys to the room are kept under control of cash officer and branch in
charge. The amount of opening cash balance is entered into a register. After whole days
transaction the surplus money remains in the cash counter is put back in the vault and known
as the closing balance. Money is received and paid in this section.

4.24 Cash Receipt:

 At first the depositor fills up the deposit in slip. There are two types of deposits in slip
in this branch. One for savings account and another for current account.
 After filling the required deposit in slip depositor deposits the money.
 Officers at the cash counter receives the money, count it enter the amount of money in
the scroll register kept at the counter, seal the deposit in slip and sign on it with date.
 Then this slip is passed to another officer who enters the scroll number given by the
cash counter in his register along with the amount of the money, sign the slip and
keep the bank’s part of the slip. Other part is given to the depositor.
 All deposits of saving account are maintained be one officer and other accounts by
another officer.
 At the end of the day entries of both of these registers are cross checked with the
register kept at the counter to tee whether the transaction are correct or not.

4.25 Cash Payment:

 First the client comes to the counter with the cheque and gives it to the officer in
charge there. The officer checks whether there are two signatures on the back of the
 cheque and checks his balances in the computer. After that the officer will give it to
the cash in charge.
 Then the cash in charge verifies the signature from the signature card and permits the
officer in computer to debit the client’s account by giving posting. A posted seal with
teller number is given.
 Then the cheque is given to the teller person and he after checking everything asks the
drawer to give another signature on the back of the cheque.
 If the instrument is free of all kind of error the respected officer will ask the bearer to
sign on the back of it.
 He will then put his initial beside the bearer’s signature. She/He will also signs it on
its face, will write down the amount by red pen and will put on a scroll number from
his scroll register.
 Then the cheque will be sent to the cash counter. At the cash counter bearer will be
asked again to sign on the back of the instrument.
 The cash officer will then enter the scroll number in his register and will pay the
money to the bearer.
 At the end of the day these scroll number of the register will be compared to ensure
the correctness of the entries.

4.26Sorting & Stitching:

 Sorting:

At the end of the day, the amount of cash has to be sorted out in order to identify the
different type notes like – 1000, 500, 100, 50, 20, 10, 5, 2, 1 and so on. Hundred pieces
of any type of note create a bundle and ten bundles make a ring. In this way cash is
actually sorted out.

 Stitching:

After sorting out the cash, bundles are stitched along with a slip bearing the name of the

bank, total number of notes and the signature of the Cash-In-Charge. Two round seals are

given at the both sides of the bundles.

4.27 Remittance (Local):

Bank is a service oriented industry and deals with public money. They provide services to
their clients through different ways. “Transfer of money/fund of one person/customer to
another person/firm/organization through the bank is called remittance”. Any person can
remit funds to anyone within the country through any of the branches of some bank by the
following means with nominal charges:

 Pay Order
 Demand Draft
 Telegraphic Transfer
 Mail Transfer

4.28 Payment Order (P.O):

This is an instrument issued by the branch of a bank for enabling the customer/purchaser to
pay certain amount of money to the order of a certain person/firm/organization/office within
the same clearing house area of the pay order issuing branch.

4.29 Demand Draft (D.D):

The Demand Draft is a written order by one branch of a bank upon another branch of the
same bank to pay a certain sum of money to or to the order of a specified person. This is an
order instrument in which the issuing branch gives instruction to the payee branch to pay
certain amount of money to the order of certain person/firm/organization.

4.30 Telegraphic Transfer (T.T)

It is an instruction duly tested sent by telex/telegram/telephone/express mail etc. to the drawer

branch for paying a certain sum of money to a specific person. This mode of transfer of fund
may be affected at the written request an account holder of the branch and against value
received from him. It is preferable to obtain a confirmatory cheque from the customer.

4.31 Mail Transfer (M.T):

In the prescribed format the purchaser/drawer branch instruct the drawer branch to pay a
specified sum of money to the payee named in the IBCA preferable by crediting his account.

4.32 Clearing:
Where inter-banks receivables and obligations are settled. A particular house/place under the
control and supervision the central bank of the country. Where representatives of the member
bank/schedule banks/assembles/meets together for settlement of their respective banks
receivables and payables. It sits on all working days. In our country clearing house are
organized by the Bangladesh Bank at the different big cities. There are two types of clearing:

4.33 Inward Clearing:

When a particular branch receives instrument which drawn on themselves and sent by other
member bank for collection are treated as inward clearing.

4.34 Outward Clearing:

When a particular branch receives instrument drawn on the other bank with in clearing zone
and those instruments for collection through the clearing arrangement is consider as outward
clearing for that particular branch.

4.35 Classified Loans & Provisions:

Unrecovered
loans

Irregular loans Sub standard loans Doubtful debt Bad debt

According to Bangladesh Bank BRDP Circular No.2008/ 17

1. If any existing or current loans are not recovered with in expiry date then it is regarded
as irregular loans. If any irregular loans are not recovered above 6 months but less than 9
months then it will treated as substandard loans. If it not recovered within or above 9
months but less than 12 months then it will be treated as doubtful debt.
2. Irregular loans unrecovered above 12 months then it is called bad loans.
3. If a loan is not recovered with its due date then it is called classified loans.
 4.36 Provision Rate :

Percentage

UN classified 1%
Substandard 10%
Doubtful debt 50%
Bad loans 100%
In the subsequent stages this rate may be increases

4.37 Loans Performance:

Activity 2014 2015 2016 2017

Deposit 1675.45 1920.67 2511.65 2478.70

advance 2248.31 2541.74 3552.79 3198.5

Total income 378.60 447.13 502.79 275.8

Total expenditure. 163.24 181.87 228.02 138.89

Net income 215.36 265.27 274.77 136.91

Ratio: deposit and 74.5% 75.56% 70.7 0 % 77.49%

advance.

F
igure: Loans performance (figure in thousand Tk.)

4.38 Loans Recovery:

Terms 2015 2016 2017 june.30

Unrecovered loans 495.25 480.16 382.00
Suit money 166.43 105.48 255.19
Recovered 19.10 18.00 5.7
% recovered by suits 11.5% 17.06% 2.23%
Figure: Performance of Loans Recovery
4.39 Loans Percentage Amount:

Types Amount Percentage No. of acct.

Apartment 1510.33 47.2% 330

General house building 9.45 .29% 4

loans

Staff house loans 19.88 .62% 8

Cash credit 159.54 4.98% 74

Over drafts 1.95 .06%

OD against FDR 86.00 2.68% 9

OD (share &security) 16.73 .52% 17

Demand loan 69.12 2.2% 9

TOD 16.88 .54% 3

LIM 47.83 1.5% 7

LTR 43.02 1.4% 4

PAD 38.92 1.22% 4

OTHERS 2019 35.8%

Total advance 3198.50 100%

Figure: Percentage amount given in different area in thousand (TK.)

100%
80%
No. of acct.
60%
Percentage
40%
Amount
20%
0%
Over drafts
Staff

LTR
TOD

OTHERS
OD (share
Apartment
4.40Functions of Foreign Exchange Department:

Foreign exchange department performs many functions to facilitate the foreign exchange
transactions. These functions are:

 Facilitating import trade

 Facilitating export trade

 Provide funded and non-funded credit facility

 Maintaining foreign currency accounts

 Selling of foreign currency bonds

The foreign exchange department consists of mainly two sections- L/C operations and foreign
Remittance, which perform all the functions mentioned above.

Foreign exchange
Department

L/C operations Foreign Remittance

Import Export
operation operations Foreign Inwar Outward
Current A/C d Remittan
Remitt ce
4.41 Uttara Bank Remittance report:
ance
Year Remittance (million taka)

2017 50,890

2016 38,433

2015 35,447
 2014 30,669

2013 20,905

Table: Remittance from 2013 to 2017

4.42 Foreign Remittance collection statement of Uttara BankLtd. (Corporate Branch):
(In Million Taka)

Month 2014 2015 2016 2017

January 182.80 142.20 189.10 158.40

February 131.00 115.30 150.00 133.20

March 157.60 193.30 250.00 142.40

April 117.80 250.00 131.80 166.20

May 250.00 150.00 123.40 180.20

June 175.70 193.40 196.40 191.40

July 152.00 221.40 122.80 184.30

August 210.00 119.80 182.90 156.30

September 214.90 145.10 148.60 213.00

October 281.40 179.30 194.70 166.40

November 212.40 157.10 113.60 151.00

December 257.60 123.50 200.30 160.50

Total 2342.20 1990.40 2013.60 2003.30

(In
Million
Taka)
 CHAPTER
FIVE

Chapter-5
Task Completed During Internship Program & Knowledge Gained
During BBA Program to Accomplish Each Task
5.1 Definition of Internship:

Internship is a process to achieve practical knowledge about some theoretical lesson. Its most
important aspect is to acquire knowledge about the real position. As a practical subject,
Management needs some practical knowledge. Accounting information system of Business
studies includes an internship programs for its Bachelor of Business Administration (BBA) programs.
According to Polin Efro (1977).
“Social Research is such a scientific effort which tries to discover new information through
some rational and organized system, which tries to examine the reliability of former
information, and which tries to make to new theories, systems and conceptions to understand and
Explain a human attitude”.
Practical work is achieved to fulfill our knowledge. In practical work, we can realize some
problems and possible determinants of their solution.

5.2 Importance of Internship:

Goods and services are produced for the purpose of using in daily life. Similarly, Theoretical
knowledge is acquired for the purpose of applying in the practical life. The propensity of
application of theoretical knowledge in practical life successfully internship program is
absolutely necessary because theoretical knowledge will be fruitful if it can be applied in the
practical life. When we can implement the theoretical knowledge practically, we can say the
knowledge is successful; otherwise the achieved knowledge is valueless. Internship program
is the way of implementing the theoretical knowledge practically. However, the importance
of internship may be described in the following ways:

 As internship program is the practical implementation of the theoretical knowledge, it

helps to increase the quality and effectiveness of the trainer.
 We can only know the problems of an organization in directly through theoretical
knowledge, but we can know the nature of the problems, problems of the various departments,
methods of solving the problems through the practical training. So it is very important
to identify the problems and eradicate the problems.
 The trend of all activities is an organization becomes growing through practical
training.
 To Innovate new technique of management.
 To realize the present condition of the institution.
 To make policy for development of the organization.
 It mentally prepares for their professions.
 Internship program acts as a bridge between theoretical knowledge and managerial
practice. Internship acts as a guideline during the service period.
 By internship program students can understand limitations, shortages
and practicability of their knowledge and thereby can take necessary action
for removing these limitation and shortages.

5.3 Internship experience:

This report has been done as per the requirement for successful completion of the Internship
program. Exposure to the business world and acquiring practical work experience was the
primary objective of this report. I was attached with Uttara Bank Ltd at its Sylhet Branch for
my internship. Through internship I got the basic idea about the corporate culture and
practices. It was a great experience. 2nd January 2018 to 30 March 2018 these three month
journey of my internship with Uttara Bank Limited was very delightful. I enjoyed a lot. All
the stuffs of the bank are very friendly and helpful. I was very lucky to get chance to
experience in different departments within these three months. Those are described below:

5.3.1 Front Desk:

The first department I worked was front desk. I was there from 02nd January to 24th January
2018. My in charge was Md Ahsan Ullah Assistant General Manager is also there to help
me to understand my job. I found Front Desk a little difficult. My job was to attain and help
the clients directly. I had to help clients by providing information, helping to fill up Account
opening, DPS opening, MSS opening, DBDS opening, SBDS opening, FDR opening, MBS
opening, SSS opening forms etc.
5.3.2 Clearing:

January 25 to February 16th I was also appointed in clearing department. My in charge was
Subir Chandra Kar (Principal Offocer), Md. Khair (Officer) in clearing department cheque
from other banks transaction happens. My job was to entry those transactions in a register and
at the end of the day sum up the amount and check with the automated amount from
computer. The amount must be same.

5.3.3 Cash Department:

I was in cash department from 19th February to 28th February. My in charge was Md Haris
Ahmed (CSO). There were also some other stuff working in cash are Mohsin Uddin
(Assistant Officer), and Subir Chandar Kar (Cash in- Charge). My duty in cash was to entry
cheque and deposits slips amount and number in registers and give the serial number to the
cheque and deposit slip according the register entry number. There were two register one is to
entry the cheque number and amount. Another register is for entering deposit slips number.
Cheques are entered in debit register because with cheque bank gives money to customer
which is debit and deposit slips are entered in credit register because with using deposit slip
customer deposit money to bank which is earning for bank and that is why it is credited. At
the end of the day I had to sum up register individually and check them with automated
amount get through the computer. The amount must be same otherwise it will be revised
thoroughly and correct the mistake. Another job I did there is sorting the cheque according
the prefix of the account number. I had to also sort out the Demand Payable Slip (DPS)
according their type. There are three types of DPS; 3yrs, 5yrs and 8 yrs. 1 to 10 of every
month are considered as DPS hour. Everyone becomes so busy. I got two days of DPS hour
and understand what actually happens. Those days I had to enter lots of cheques, Deposit
slips and sort a huge amount of DPS.I also entry the IPO Share items. I work this in PC.

5.3.4 Accounts Department:

Accounts Department is under General banking. 01st March to 23rd March 2018 I worked in
accounts. Within that period of time my in charge were changed two times because of their
transfer. So I get the chance to work with two in charge. In accounts first I got Subir Chandra
Kar (Principle Officer), she was also my onsite supervisor. Md. Khair (Senior Principle
Officer) was my in charge. My main job in accounts is sorting the voucher. After voucher Commented [WU1]: Are they, Ur supervisor????

sorting me had to attach them with related supplementary. Voucher is actually proved of the
transaction. There are various types of voucher and they are categorized by different number.
Which I had to separate and sort group wise. Supplementary is the automated list of all
transactions. Each of the transaction has related voucher. My job was to attach them
according the number and check the amount of transaction. In voucher and supplementary the
amount will be same. Otherwise there must be some problem which will be identified and
revised. After attaching next job was balancing. Balancing means doing sum and ensuring
that debit and credit is equal. Next step is to make a cover page which is a brown color hard
paper. Then prepare it for binding in an organized format. It is prepared for binding and I did
another job was entry the amount date wise in a register.

5.4 Knowledge Gained During BBA Program:

As a student of business department; I learned many things from my BBA program; gained a
verity of knowledge through the class lectures; text book; assignment; presentation; viva;
exams etc. while conducting my internship in uttara Bank Limited some of this knowledge
was very essential for practical professional life.

 Principles of Accounting:

I completed the course named Principles of Accounting, which is my major subject. In

accounting course, I broadly understood the accounting system and procedure of any
organization. When I joining in a company, these course help me a lot. From this course I
have understand the basic terms of accounting such as debit, credit, journal, ledger, trail
balance, double entry system, financial statements, valuation and allocation etc, I found
various types of statement which was basically I learned from my academic course.

 Professional ethics:

The word professionalism originally applied to vows of a religious order. By at least the year
1675, the term had seen secular application and was applied to the three learned professions:
and the term professionalism was also used for the military profession around this same time.
  Accounting Information System (AIS):

An accounting information system (AIS) is a system of collecting, storing and processing

financial and accounting data that are used by decision makers. An accounting information
system is generally a computer-based method for tracking accounting activity in conjunction
with information technology resources. The resulting financial reports can be used internally
by management or externally by other interested parties including investors, creditors and tax
authorities. Accounting information systems are designed to support all accounting functions
and activities including auditing, financial accounting & reporting, managerial/ management
accounting and tax. The most widely adopted accounting information systems are auditing
and financial reporting modules.

 Principles of Management:

In this course I learned about different management principles (e.g. planning; organizing;
leading; controlling). Having a firm grasp of the principles helped me to analyze the issues
managers face maintaining the chain of command; evaluate manager’s responses and
determine alternative courses of action.

 Banking and Insurance:

From the course “Banking and Insurance”; I learned about various types of account; such
as savings deposit account; fixed deposit account; current deposit account etc. when I joined
in internship and worked in Account Opening section; I applied my academic knowledge
acquired from BBA program. I also knew about the loan and advance from the course
“Banking and Insurance.”

 Principle of Economics:

The theory of supply and demand is an organizing principle for explaining how prices
coordinate the amounts produced and consumed. The law of demand states that in general
price and quantity demanded in a given market is inversely related. That is the higher the
price of a product the less of it people would be prepared to buy of it (other things
unchanged). As the prices of a commodity falls; consumers move toward it from relatively
more expensive goods (the substitute effect).
  Organizational Behavior:

This course helped me on developing an understanding of practical implications of various

theories of human behavior at work. Specific things I learned include leadership; motivation;
teamwork; different personality issues etc. This course helped me in identifying the various
personality traits through observation and dealing in a proper and appropriate manner with
them work as a team member; self development etc.

 Marketing:

In BBA program; I have completed two courses named “Principles of Marketing” &
“Marketing Management”. These two courses teach me how to behave with
customer/client that I performed in my internship. I provided necessary information to the
customer/client according to their query via phone.

 Principles of Finance:

Principles of Finance are most important subject for BBA student. I learned from this subject annuity,
debt ratio, find out the ratios etc.

 Business Communication:

Business Communication is a term that can be defined as the contact between the people
within the organization for the intention of carrying out the business activities. It is used to
promote a product, service or organization as well as pass on information within a business or
work as an official statement from a company. Business communication is nothing but the
communication between the people within the organization for carrying out the business
activities. From this course, I have learned the various types of applications, how to prepare
different types of reports, memos, letters, agenda, etc. Therefore, this course helped me to
communicate with different type of people in the organizational and helped in writing
application for internship.

 Business Research:

This course helped me much in preparing this report. I learned many factors of preparing a
report from this course like selecting the appropriate courses for data collection, for the
purpose, collecting primary and secondary data, taking interviews, the structure of different
kinds of report etc. As we conducted a practical research work in this course, so I got huge
knowledge about writing a report. Therefore, this course has been too helpful for me to
writing a report.

 Other Courses:

I also gained knowledge from the course Introduction to Business, English Language 1 & 2,
which is very helpful to learned English. Business Math 1 & 2 from the subject that we have
to study well. In every situation, we need math. This subject is necessary for all.

Chapter – Six
Findings, Recommendation, & Conclusion
 6.1 finding:

 UBL’s property and assets is increasing year by year.

 Investment shows increasing trend.
 UBL’s loans and advances is also increasing trend.
 Deposits and other account of UBL shows increasing trend.
 UBL’s total liabilities and share holder’s equity is increasing year by year.
 UBL’s operating expenses is increasing year by year.
 UBL’s net interest income is increasing year by year.
 Total operating income of UBL shows increasing trend.
 UBL profit is increasing year by year.
 UBL’s operating expenses to net interest income ratio was very poor
 Return on Assets (ROA) of UBL was not superior
 UBL’s market value per share is decreasing year by year.
 Insufficient usage of modern facility like communication technology
 Network of corresponded banks is poor.
 Knowledge of entrepreneur regarding foreign trade policy is limited.
 Non-cooperation of government bodies

6.2 Recommendations:
On the basis of the findings from the observation and research, there are some
recommendations that can be used for fruitful purposes.

 For Uttara Bank Limited:

 The Bank is still using lots of registers to record foreign exchange

transactions. This is really time consuming and has possibility of occurring
errors. Moreover, space is limited for hard paper documents. Therefore, the
bank should come under complete computerization as soon as possible.

 Must withdraw the SMS banking charges or at least give the customers
preference about using this service to avoid customer dissatisfaction.

 Priority suit should be setup in the branches to provide quick and better
service to valued and important customers

 Bank must introduce new services time to time as competition is increasing

 The remuneration package could be increased to further motivate the

employees.

 Should take necessary steps to adapt to the new online reporting system.

 Uttara Bank should increases their number of employees to reduce stress and
bring momentum in service delivery

6.3 Conclusion:
General Banking System is crucial for any bank. A bank’s performance largely depends on
this division. General Banking activities have an equal significance to economic growth and
development of the country. So through this division the banks are contributing to the interest
of the country. Working three months in Uttara Bank Ltd. Goalabazar Branch Sylhet, the
overall procedure of Overall activities has been observed. As being the top class bank of
Bangladesh (according to the CAMEL rating), it has a good reputation and faith to exporters-
importers of Bangladesh. Moreover, Uttara Bank Ltd. has got a fleet of talented, experienced
and efficient officials working in the General Banking System.They are quite efficient at
handling large scale of export-import operation and maintaining a good relation with the
client, as well as reporting the trade finance data to Bangladesh Bank, within their tight
schedule. The findings from the research imply to conclude that the employees of the Uttara
Bank Ltd. Who report the trade finance data to the central bank; have moderately rejected to
recognize the new online reporting system, introduced by Bangladesh Bank, as a good one.
Although they have accepted the fact that the new system is more convenient to a slight
degree, they are all quite dissatisfied with the amount of time it consumes to use the system.
However, the online system is on its upgrading phase. After each upgrade, training programs
should be conducted to help the users learn about the changes and also to help the developers
of the system take feedback for further upgrading.

Reference:

 Reference Books

 Money, Banking, and Financial Markets, Miller & Vanhoose, 2nd Edition

 Banking Law & Practice, P.N.V arsney

 Annual Reports

 Annual Reports of Uttara Bank Limited. 2013-2017

 Circulars of Bangladesh Bank

 Other References

 Different published and unpublished journals of UBL.

 Own Effort
 Websites

 www.banglapedia.com
 www.google.com
 www.wikipedia.com
 www.uttarabank.com.bd
 Bibliography

Journal:
 Journal of Bangladesh bank
 Oxford dictionary 2006 (2006) “Dictionary of English” fourth edition, Oxford
University Press, Newyork, USA.
 Khan Dr. Ashraf & Dr. Alauddin by Modern Banking & Insurance (2005)

Annual Reports:
 Annual reports of the Bangladesh bank
 Uttara BankLtd. Annual reports 2017
 Uttara BankLtd. Head Office Circulars;2013,2016,2017
 Uttara BankLtd. Brochures of Loans and Advances 2017
 Annual Reports Of UBL

Bulletin:
 Bangladesh Bank

Synopsis:
 History of Banking In Bangladesh

Websites:
 www.banglapedia.com
  www.google.com
 www.wikipedia.com
 www.uttarabank.com.bd

Others:
 Personnel of Bishwanath Branch
 Schedule of Charges January 01, 2017.
 Newspapers