1.

1Rationale of the study

Internship is required for all graduating students. I am presently working as an intern in a reputed
financial institution which is Social Islami Bank Ltd. A student receives the possibility by the
internship application to face with the real corportate world. It helps to build self-confidence, &
interpersonal skills, which is vital for entry as a more energizing in job market..This report is
about the enterprise of SIBL.This report targeted on the client service. This document is based
totally on the three month of internship period of mine where I was assigned in the actual
working environment. This internship program was designed in such a way that as an intern
pupil get trip the actual existence working environment.while working in the financial institution
i can put in force this theoretical, technical and corporate activites experience which I leanred for
last 4 years in my university’s mastering duration and evaluate this theoretical knowledge to the
actual company world.

It is obligatory for completing BBA direction to entire internship program. And after finishing
my course before interne, I was once imposed to finish my intern program in Social Islami Bank
Ltd. In this intern length I will research the client carrier at Social Isalmi Bank ltd.

1.2 Objectives:

1.2.1 Broad Objective:

The broad objective of this report is to know the overall Customer service activities of Social
Islami Bank Limited and learn the problems and come up with a new idea.

1.2.2 Specific Objectives:

 To know the procedure of different sort of form fill up of Social Bank limited.
 To observe the corporate culture and activities.
 To find different rules and regulation of banking activities.
 To suggest the solutions against the constraints at Social Islami bank Bank limited.
 To show the trend of growth regarding the credit policy, interest income and net interest
margin of Social Islami Bank Limited.

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1.3: Background of the organization:

Founded in 1995, Social Islami Bank ltd is the country’s leading value-added financial institution
based on Shariah' Principles. SIBL comprises of SIBL Securities Ltd, SIBL Investment Ltd,
SIBL Foundation Hospital. Working closely with our valued clients and stakeholders to provide
them one-stop services, access to the very latest products using technology. Our unrivaled
customer services has made us unparalleled in the industry. We build a long term business
partnerships with our client helping them grow profitable.We are always ready to serve you with
over 4000 employees in 161 branches across the country. It has 110 Agent Banking outlets to
cater financial services to the remotest parts of the Land. The strong conviction to create a caring
society is the cornerstone of SIBL’s all activities. We feel a strong affinity to the emotions of
people. We believe that only banking activities can’t usher our society to a just and equitable
stage. Thus we are extensively engaged in CSR activities on humanitarian grounds. We work in
the fields such as from poverty eradication to family empowerment. Unlike others, the Bank’s
criteria for success are not only the key objective to make profit but also landmarks to become
the country’s most humanitarian and complete Bank. Social Islami Bank was established on 5th
July 1995 and went on operation on 22nd November, 1995 as a Second Generation Islami Bank
with close co-operation and assistance of some renowned personalities of the Islamic world. H.E.
Dr. Hamid Al Gabid, Former Secretary General of OIC and Prime Minister of Niger, H.E.
Ahmed M.Salah Jamjoom, Former Commerce Minister of Saudi Government, H.E. Prof. Dr.
Ahmad El-Naggar (Egypt) participated in this noble endeavor as sponsor shareholders. Targeting
poverty, Social Islami Bank Ltd. is indeed a concept of 21st century participatory three-sector-in-
one banking model. In the formal sector, it works as an Islamic participatory Commercial Bank
with human face approach to credit and banking on the profit and loss sharing. It is a non-formal
banking with informal finance and credit package that empowers and humanizes real poor family
and creates local income opportunities and discourages internal migration. It is a development
bank intended to monetize the voluntary sector and management of Waqf, Mosque properties
and introducing cash Waqf system for the first time in the history.

In the formal corporate sector, this Bank would, offer the most upto date banking services
through opening of various types of deposit and investment accounts, financing trade, providing
letters of guarantee, opening letters of credit, collection of bills, leasing of equipment and

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consumers‟ durable, hire purchase and installment sale for capital goods, investment in low-cost
housing and management of realestate, participatory investment in various industrial,
agricultural, transport, educational and health projects and so on.

To enhance the performance of the bank the management adopted strategic plan that includes
increase of efficiency, establishment of transparency, efficiency and accountability in all spheres
of banking practices and as a logical consequence of reform. Establishing Central Trade
Processing Unit (CTPU), Central Remittance Unit (CRPU), Central Clearing Unit (CCU) are the
reform processes that the bank had undertaken from 2010 to be compliant on one hand and serve
the clients more efficiently and effectively on the other.

Successful issuance of 1:1 Right share in the year 2011 has resulted in an effort towards raising
the paid up capital to Taka 2,987.81 million and thus capital of the bank stood at Taka 9,534.52
million at the yearend 2011. The year 2011 has ended with a capital surplus of Tk. 2456.22
million as per requirement of the BASEL-II. Having the year 2010 as a successful return SIBL
witnessed a remarkable growth too in different sectors in the year 2011. We have successfully
opened 12 numbers of branches throughout the year 2011 and thus the total number of Branches
stood at 76. The latest branch is Bashundhara branch which has gone on operation on 27th
December, 2011

1.3.1 History:

Social Islami Bank Limited is a Sharia compliant bank in Bangladesh which started operations
on 22 November 1995.SIBL was founded by Prof. Dr. M. A. Mannan; Dr. Hamid Al Gabid-
Former Secretary General, O.I.C.; Dr. Abdullah Omar Nasseef-Former Secretary General, World
Muslim League; and Mr. Ahmed M. Salah Jamjoom-Former Commerce Minister, Kingdom of
Saudi Arabia. It is a public limited company registered under the Companies Act of 1994 and
regulated by Bank Company Act 1991. The bank is an Islamic bank, based on Islamic Sharia law
forbidding usury.The Bank engages in corporate social islami bank responsibility through
donations.This bank is consistently becoming one of the best banks in Bangladesh. Over the
time, it has expanded its service channel through Branches, Sub branches and Agent Banking
Outlets. With traditional ATM services and internet banking at has introduced its own mobile
app 'SIBL NOW'. Therefore, SIBL customers now can have the app facilities for modern and
instant banking.

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1.3.2 Mission:

 Establishing Three Sector Banking Model

 Transformation to a service oriented technology driven profit earning Bank
 Fast, accurate and satisfactory customer service
 Balanced & sustainable growth strategy
 Optimum return on shareholders’ equity
 Introducing innovative Islamic Banking Products
 Attracting and retaining high quality human resources
 Empowering real poor families and creating local income opportunities
 Providing support for social islami bank benefit organizations by way of mobilizing
funds and social islami bank services

1.3.3 vision:

Working together for a caring society

1.3.4 values:

 Honesty
 Transparency
 Efficiency
 Accountability
 Religiousness
 Innovation
 Flexibility
 Security
 Technology

1.3.5 Product of SIBL:

Investment Products

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  SIBL Islamic Auto Finance
 SIBL Islamic Home Finance
 Islamic Consumer Finance
 Bai-Muazzal
 HPSM
 HPSM- IJARA
 Murabaha
 Musharaka
 Bill Purchase
 Bai-Salam

Deposite Products

 Mudaraba Scheme Deposits

 Al Wadiah Current Account
 Mudaraba Savings Deposit
 Mudaraba Term Deposit
 Mudaraba Notice Deposit
 Cash Waqf. Deposit

Cards Products

 SIBL Credit Card

 SIBL Zameel Debit Card
 SIBL Hajj Card

1.3.6 Organogram of
Social Islami Bank
Limited:

Page 5 of 17
Figure 1: Organogram of Social Islami Bank limited.

2.1 Work related Activities:

I had this opportunity to work in Social Islami Bank Limited. The department in which I was
assigned was Customer service activities. I worked there for three consecutive months as Intern
as it was part of this educational program. During this period I had to go through various types of
tasks and duties. On the first day of my joining I was introduced to my supervisor Mr. Rabiul
Hossain who is Assistant Manager Social Islami Bank Gulshan Branch. He assured me full
assistance in case of any problems. Most of my work was with the customer service activities I
was assigned there for. There are some other works I done inside the bank these are.

2.1.1 Account Opening:

People need bank account for different purpose. Some people need savings account, some people
need business account,some people need joint account. Each and every account has different
purpose. My works here to helping customer to open there accounts. Generally there are four
types of account Social islami Bank provide.

• Mudaraba Savings deposit (Savings Account)

• Al Wadia Current Account (Current Account)

• Mudaraba Term Deposit (Fixed Deposit)

• Mudaraba Special Deposit Pension Scheme (DPS- Deposit Pension Scheme)

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I have worked here some days and open some accounts. I filled up some required information of
the clients and there picture, NID photocopy, current month electricity bill paper, nominee
picture one copy NID. And also open different types of account like saving account, FDR, joint
account, student account. I also helped customer who wants to close their account and sometime
who want to update their information. And some time some clients came here and wanted to
know how much money exist on their account, I logged in to bank software and find out the
information for them.

2.1.2 Concept Sharing:

Share my concept about different thinks like new idea about customer satisfaction how can I
helping customer more openly etc .

2.1.3 Cheque Requisition:

Savings and current account holders need cheque book. Because those account holders deposit
and withdraw their money frequently. Without cheque book they cannot withdraw their money.
So realistically those account holders need cheque book for their transaction, for business and
personal purpose. When they open their account there is a separate form for cheque book
requisition. Account holders need to fill out those form for their account activation.

2.1.4 Emailing:

Get the instructions for the office supervisor and give the work order through email (Clemon
event coordinator, Ad agency, Digital ad agency, Factory officer, Brand factory officer etc.

2.1.5 Cheque Issue:

When customers came to our desk for collecting their cheque book, they need to sign it in a
register book. After that I issued their cheque book and give it to them. After issuing cheque
book they can use their cheque book at any time when they wish. But it has to be in between
transaction hour, which is 9am to 4pm.

2.1.6 Client Account Statement:

Some customers ask for their bank account statement. According to their demand I gave bank
account statement to our customers. We didn’t apply any charge for bank account statement.

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2.1.7 Scanning of Different Documents:

When I was opening an account, I need to collect different documents from customers. Ex-
National ID Card, Passport, driving License, Commissioner Certificate etc. So I needed to scan
those documents for banking purpose. After scanning those documents I printed it and return the
original copy to the customers.

2.1.8 Client Data entry or Edit:

In the account opening form customers write the details according to what is asking for. After
filling the form I needed to cheque it. After that I needed to entry those data in computer through.

2.1.9 Cash department

I have worked very few days in this Cash Department right here total six counters. Those
counters have distinctive things to do from one any other first one is for helping desk here we
offered all kinds of information to customers, second one is Cash payment, third counter was
once Bill charge additionally faculty college fees, fourth, fifth and departments for cash
receiving here they collected all cash for example depositing cash, card payments etc. And the
six no branch used to be only for DD and Pay order payment. in this branch work is very hard
due to the fact it is related with cash thaw right here I solely setting bill paper however some
time bank officer exhibit me the method how the achieved their activities.

2.1.10 FDR Form fill-up:

For FDR I collected the same document and E-TIN certificate. After that I fill-up all form and
collected the customer signature and give it to customer service officer to do their process.

2.2 Organization Wide Activities:

In organization wide I was describe some activities about Social Islami Bank Limited Gulshan
branch foreign exchange and export import department.

2.2.1 Foreign exchange Department:

I have worked some days in this department. The foreign exchange department is responsible
for dealing with and managing the purchase and sale of foreign currencies . I was learning a lot
and known about all the value of the foreign currency. And learn that how to convert money in to

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other countries currency. Sometime the converted was fluctuating so that using software I was
able to make it acqurate.

2.2.2 Export import department:

In internship time I worked few days in export import department. In this department main
purpose is buying foreign goods and services and sold good and services to foreign country.
When I worked in this department I know how many countries purchasing our product and how
many countries product we are purchasing. Also I gathered that export-import process and learn
about export-import. When foreign countries place a purchase order for our product than in was
there to confirm that order and notified to my supervisor.

3.1Observed in the organization:

In internship period I observed and faced some problem in Social Islami bank Ltd.

3.1.1 Space limitation:

In social islami bank gulshan branch had one flour. In this small space they did their all
activities. During my intern period there was no placed for me to sat for work, even there was no
dedicated desk for intern student. Therefore they put me beside another person and told me that
work with him. Day by day their customers,and work responsibilities increased but their placed
remains the same. For better working environment, better and large working space was a must in
office, so this was one of the major problem

3.1.2 Internet Problem:

The lane cable given for all the personnel desktop however not for the interns.I observed most
range of employees face problem. For instance when I ordered a cheque requisition shape some
time the order was cancel so that the purchaser compline now not to doing our work scenically.
Also customers get bored and angry when they sit for long time and want to use internet.

3.1.3 No Personal computer and Wi-Fi facility:

In social islami bank restricted gulshan department they didn’t supply any non-public computer
for internship understudy. As internship student I need to did a parcel of works like finding
directing number physically but in case i gotten a individual portable workstation and wi-fi office
than I could without issues find it out

3.1.4 Lack of sharing restricted information:

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There were a variety of information the financial institution officer didn’t supply due to security
and other company obligations. So that’s why many essential and useful knowledge I could no
longer receive.

3.1.5 Less Working Equipment:

Sometimes i had to waited to complete my work after the officer finished with his work because
of much less equipment in the financial institution like shortage of papers, printing cartridges and
inks by using making inventory of accessories.

3.2 Academic preparation

3.2.1 Mismatch:

There are some lacking know-how needs to be realized in the university, which are relevant with
the company. There are

 Microsoft excel knowledge:

Microsoft Excel is very important for us but in our BBA program I got only one course, named
Computing and Business Application where we only received basic knowledge about excel. But
Advance excel is vital for corporate life.

 Theoretical knowledge:

The largest difference I have faced for the duration of my trip in contrast to my expectation was
the implementation of theory. During my study time in University, I discovered many theoretical
learning. What I discovered all through my trip at Social Islami Bank Limited Gulshan Branch is
that theory holds little to no ground in the banking environment. Understanding banking market,
goal clients, banking way of life is more important than perception the phrases used to educate in
university.
 Case Study:

In my university, maximum of the courses are arranged task with case study. Maximum cases
are written by foreign writer and foreign situation based. This is not relevant to Bangladesh
job field.

 Practical knowledge:

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 During my university time I am complete loads of publications but most of the
publications I was finished that focuses on theatrical knowledge. There is very few threat
of gaining
Practical journey from these courses. During BBA department I have included such as
Financial Management, Taxation, Managerial Accounting, and Financial Statement
Analysis. In my internship software I cannot relate to it. So I am find some mismatch.
 Course:
I had taken lot of course in my university educational task. But some of course are no
longer applicable in my unique job. Like as Natural Science,basic social science is not
indispensable for banking and also as an accounting & finance important student.

3.2.2 Missing knowledge and skills:

 Corporate Behavior:
Corporate conduct was once very essential for both organization and schooling life, in
Social islami bank each worker are pretty pleasant to every different however they hold it
rationally. I assume our college need to educate us company behavior so that if we enter
an employer we can cope up with its environment.
 Software base Transactions:
In Social Islami Bank Limited they do their all transaction with softer because they
supply online banking carrier however on the other hand we face some difficulties
because we have terrible information about software base transaction.
 Software Experience
During my university I have learn how to use Microsoft Word, excel, power point. But in
my bank including these we used many different software.

4.1 Lessons learned from Social islami islami bank Islami Bank Limited:

4.1.1 Time management:

Maintaining time is an important component for an employee. My reporting time was 9.30 am,
so that I have to current at precise time. This makes me greater punctual and greater dedicated. If
I received late for any vital purpose, I let my supervisor to know. To undertake the financial

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institution culture, I have to be punctual in my exercise and regular life. There is no Id card
punching gadget which automatically takes attendance however there is entry e book for
employees sign in supervisor room and for intern signal in the human useful resource head desk.
As an intern, I have to follow these regulations so that I can prepare myself to early wake up in
the morning and equipped for office.

4.1.2 Career related:

My supervisor was very friendly person. He advises about my career, which is most vital
mastering for me. I also discussed many personal matters and bought most useful
recommendation for him. I had gathered a huge expert community and career guiding principle
from him.

4.1.3 Discipline:

For any organization, self-discipline is very vital to maintain. Social Islami Bank Limited
Gulshan Branch HR crew continually right manages that thing. Time maintenance, make the
office environment friendly, costume code maintains etc.

4.2 Lessons learn for AIUB

4.2.1 Computer skills:

In ‘Computing and Business Application’ and ‘management information system’ course, I learnt
a lot about MS office software they are MS Word, MS Excel, and MS PowerPoint.

4.2.2 Poster making and Presentation:

In academic Life University arranged lots of poster making and presentation competition and
faculties gave me guidelines about how to make poster and s presentation.

4.2.3 Research Technique:

Researching is very important to understand customer, market, environment, and many more. In
“Research Methodology” course, I learnt the advance research techniques with the advance
“SPSS” research software.

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4.2.4 Presentation Techniques and continues Practice Session

Presentation is an essential aspect in each and every component of life. A right presentation
ability helps to categorical the work and the presenter as well. My college did their first-class to
train those techniques and organizes a proceed exercise session.

4.2.5 Never depend on others:

In my AIUB life I had a lot of task (business ideas,digital poster making, presentation making,
group case study) doing. Sometimes I have faced many problems but I never depend on anyone
to finish my task.

5.1 Summary:

Now a day banking organizations are one of most vital parts of an economy. Now banks provide
various services for individual, different firms, companies even for cultivation. Banks offer great
accumulation of loans for personal and industrial purposes. SIBL is running successfully and for
its good deposit performance the bank occupies 2nd positioning the Islamic Banking Sector.
Taken all in all, it can be safely said that SIBL action program is directed towards development
of an authentic participatory Economy beyond Market Economy. The family empowerment
credit program of Social Islami Bank is gaining ground at the grass root field level in
Bangladesh. Family Empowerment microcredit and micro enterprises program must be designed
in a manner so as to make a) finance, b) production, c) marketing, d) trading, e) local specific
survey and research as well as moral integrity in one package. In SIBL approach, credit conveys
the totality in life and clearly linked to social context and cultural setting in conformity with
Shariah. There is a better chance in provision for social subsidy. De-secularizing credit may lead
to re-writing new economics. It is thus felt that the linking credit to social goals and assignments
will have far-reaching theoretical implications for development of an alternative concept of new
theories of income, output and employment. This bank expresses its sincere thanks to the
government of the People’s Republic of Bangladesh and Bangladesh Bank for their Co-operation
and valuable guidance to the bank. SIBL also takes this opportunity to their valued clients,
patrons, well-wishers, correspondents and the shareholders for their support and patronization
extended during the year under review. SIBL also records its appreciation for the services
rendered by the executives and the members of the staff for the stability and growth of the bank.
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SIB needs further active support and continued cooperation of Bangladesh Bank, ministry of
finance and other government agencies, executives and employees of the bank, valued partners,
clients and the community at large in accomplishing difficult tasks ahead of it.

5.2 Recommendations

5.2.1 Recommendations for the Organization:

 Better Quality Internet Service:

Social islami Bank Ltd. want to make sure appropriate net provider and also the IT
department need to check normally or weekly the connectivity of the internet carrier so
that the employees do their work properly.
 Proper sitting space:
The fundamental think that is to make sure perfect sitting house for employees and
additionally interns. The Admin branch of Social islami Bank Ltd. desires to make sure
the applicable sitting area for all.
 Invest More Money to Beat the Competitor:
There are lots of bank in Bangladesh. The competitors like Dhaka Bank Ltd, Bank Asia
Ltd, United Commercial Bank Ltd etc. they make investments large cash in promotion,
R&D. So Social islami Bank Ltd. needs to focus the point on that and increase the
funding in these side.Social islami bank needs increased their deposited interest rate there
fore customer will increased.They can also invest in megaproject.

 Job opportunities for intern:

Social Islami Bank Ltd should start giving opportunities to getting job because it will
encourage the intern. Also increase the both parties’ responsibilities.
 ATM booth
Comparing to their customer they have very few ATM booth. I think they should increase
the ATM booth. Because now a days very few person like to withdraw their money by
cheque because ATM booths are much faster and easier to make transaction. As customer
complain for the ATM booth and card gets stuck in the existing machines, they should
fixed their booth and solve the problem of the customers.

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5.2.2 Recommendations for AIUB

 Organize More Industry Visit:

Industry visit gives student real life experience so if possible university need to organize
more industry visit for the BBA student.
 Arrange more workshop:
University should arrange more workshop so students can get knowledge from there
about corporate world.
 Technical skills:
University should give deep knowledge about latest technology and software related to
job field so that they feel confidence in their knowledge about their skills.
 Relevant Course Need to Offer:
University should take a look on BBA course outline because some courses are not
relevant for BBA and need to focus on skilled based courses.
 Case Study Based on Bangladeshi Company:
In university we do maximum case study on foreign companies but university should
give case study on Bangladeshi company’s which help students to get clear knowledge
about the Bangladeshi company.

6.1 Proposed Improvement Plan Social Islami Bank Limited.

Existing Actions to be Strategy Office/Person Resource Expected

Problem/We Taken/Propos (Mode of nel Involved Requiremen Concrete
ak Areas of ed Solution implementati (Who will ts Result/Outco
the on or ways of implement and (Manpower me
Organization addressing who will and
as identified the problem) benefit/affecte Financial)
in the AR d by the
Action/Solutio
n)

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1.Improve Make sure To provide Head of Trainer and To increase
better
Customer customer Marketing financial customer
customer
Service service faster service you Resource satisfaction
need to listen
bank will
to the
customer provide better
&to
customer
understand
their needs, service.
experience
and pain
points.

2.Insufficien The authority To identify Top IT Greater

t ATM
should places/locatio management executive, network can
booths
increase ATM ns that does and head of IT Financial be covered in
booth Dhaka's not have department resource terms of ATM
main point. ATM booths. and HR booth.
Number of To rent/buy team.
ATM booths places to
should be install ATM
increased booths.
across the To hire
country. necessary
Manpower to
provide
support to the
new ATM
booths.

Page 16 of 17
3.Slow Increase Talk with the Branch Financial Faster internet
internet internet internet manager, IT will help to
problem speed. service sector connect in the
provider to web faster
improve and employee
speed. can done
work in web
site faster.

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