Jamuna Bank Ltd
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Jamuna Bank Ltd
1.1: Introduction of the report
Banking Industry is one of the most promising industries of our country. The importance of the sector
revealed through its contribution in the economic growth of the country. This sector accelerates economic
growth through mobilizing funds from surplus unit to the deficit unit. Banking Industry is moving
towards rapid changes due to technological innovation and diversified needs of its customers.
Banks deal with the most important factor of the economy i.e. Money. It flows funds from surplus unit to
deficit unit and through this it facilitated the efficient allocation of the resources as well as accelerated
economic growth. This sector is moving towards new dimension as it is changing fast due to competition,
deregulation, financial, reforms.
As the pace of globalization competition in banking sector is increasing very fast. Banks are becoming
more customers oriented and offer High tech customized products to its target market to hold the market
.Our central bank always keep monitoring banks performances. Individual banks also need to assess their
own performance to satisfy the parties those are related to its growth.




For Shareholders.
For depositor.
For Bangladesh Bank.
For its own Assessment to view the future growth and profit trend.
1.2: Origin of the Report
One of the most important factors for industrialization and economic development of a country is the
availability of the credit facility. The continuing crisis of accumulation of non‐ performing and default
banking loans has emerged as most of the serious constraint in the path of economic development of
Bangladesh as banking remains the main intermediary vehicles in harnessing capital for accelerating the
growth of the productive sectors in Bangladesh in the absence of a healthy capital market. But providing
loans without proper appraisal are even more dangerous as the depositors are put into great risk of losing
their money and at the end, the crisis might go beyond overcome. So, I think it is very important to gather
the technical know‐how regarding the customer attitude towards general banking of Jamuna bank ltd. by
preparing this report.
This internship report on Jamuna Bank Limited is prepared to fulfill the partial requirement of the
internship program as full credit subject of the BBA program of The University.
In Bangladesh today financial sector is one of the most established areas in the macroeconomic sector.
Economy and finance is carrier of the country. So for the aspects of economic development, banking
sector must be reformed. In the process of forming a good economic system, private banks are paling an
important role compare to the government banks in the country. For this reason I prepared my internship
report on Jamuna Bank Limited.
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Jamuna Bank Ltd
1.3: Objective of the Study
The primary objective of the report is:
1) To fulfill the partial requirement of the internship program as a full credit subject of the BBA
program.
2) To know about the banking sector of Bangladesh.
3) To identify the general banking activities of JBL.
4) To find out customer satisfaction about general banking activities of JBL.
The secondary objectives of the report are as follows:
1) To know the operation of commercial banks in Bangladesh.
2) To describe the customer service process of JBL Bank Limited.
3) To analyze the barriers faced by the banks in Bangladesh.
4) To know about the objectives and planning of JBL.
5) To know how the branches are efficiently controlled.
6) To identify whether all process are perfectly and effectively practiced or not.
7) To find out the sectors in which such types of problems exist.
8) To recommend some measures for the development of the general banking activities of JBL.
1.4: Scope of the Report
This report covered the general banking system of Jamuna Bank Limited and also includes the attitude of
the customers towards general banking system.
1.5 Rationale of the report
Marketing Department of Bangladesh University of Business and Technology (BUBT) arranges such an
internship program in order to fulfill its degree requirement at the last stage of BBA program and this
report is a part of my internship which I completed in Jamuna Bank Limited, Ringroad Branch. In this
report we would be able to know general banking activities in Jamuna Bank Limited. By this study we
would be able to provide general idea about the Jamuna Bank Limited. I believe that this report will help
me in many ways in future.
1.6: Methodology
This report is based mainly on survey through questionnaire and observations that I experienced during
the internship period. Data required for this report were collected from the annual report of Jamuna bank.
Apart from these, helpful information was collected from online resources.
1.7: Limitations of the Report
It is an uphill task to study on Marketing so the report was completed under certain constrains which
were:
1)
2)
3)
4)
Difficulty in gaining accesses to financial sector.
Non availability of the most recent statistical data.
As I am student it is not possible for me to collect all the necessary information.
I had to complete this report within a very short span of time that was not sufficient for
investigation.
5) Lack of Experience.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
2.1: Background of Jamuna Bank Ltd
Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act, 1994
with its Head Office at Chini Shilpa Bhaban, 3, Dilkusha C/A, Dhaka-1000. The Bank started its
operation from 3rd June 2001.
Jamuna Bank Limited is a highly capitalized new generation Bank with an Authorized Capital of
Tk. 4,000.00 million and Paid-up Capital of Tk. 1,313.26 million. The total capital/equity of the
bank stands at Tk. 6346.02 million as on December 31, 2010. Currently the Bank has
70(Seventy) branches.
The Bank undertakes all types of banking transactions to support the development of trade and
commerce of the country. JBL's services are also available for the entrepreneurs to set up new
ventures and BMRE of industrial units. Jamuna Bank Ltd., the only Bengali named new
generation private commercial bank was established by a group of winning local entrepreneurs
conceiving an idea of creating a model banking institution with different outlook to offer the
valued customers, a comprehensive range of financial services and innovative products for
sustainable mutual growth and prosperity. The sponsors are reputed personalities in the field of
trade, commerce and industries.
The Bank is being managed and operated by a group of highly educated and professional team
with diversified experience in finance and banking. The Management of the bank constantly
focuses on understanding and anticipating customers’ needs. The scenario of banking business is
changing day by day, so the bank's responsibility is to device strategy and new products to cope
with the changing environment. Jamuna Bank Ltd. has already achieved tremendous progress
within only Eight years. The bank has already ranked as one of top quality service providers & is
known for its reputation. At present the Bank has 66 real-time centralized online banking
branches (Urban & Rural) throughout the Country having smart IT-Backbone. Besides this
traditional delivery point, the bank has ATM of its own, sharing with other partner banks &
Consortium throughout the Country.
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Jamuna Bank Ltd
2.2: Corporate Profile
CORPORATE PROFILE OF JAMUNA BANK LIMITED
Name of the Bank
Jamuna Bank Limited
Status
Private Limited company
Corporate Slogan
Your partner for growth
Commencement of operation
June 03, 2001
Authorized capital
The 4000.00 million.
Paid up capital
The 1,313.27 million
Industry
Banking industry of Bangladesh
Nature of Business
Banking
Business
with
different
financial
services/products.
Target customers
Individuals and corporate customers
Number of Branches
70
Number of employees
1750
2.3: Organization Structure
Board of Directors
Managing Directors
Deputy Managing Director
Sr. Executive Vice President
Executive Vice President
Senior Vice President
Vice President
Sr. Asst. Vice President
Asst. Vice President
First Asst. Vice President
Junior Asst. Vice President
Senior Executive Officer
Executive Officer
First Executive Officer
Officer
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Jamuna Bank Ltd
2.4: Products and Services of JBL
The Bank has an array of tailor made financial products and services. Such, products are
Monthly Savings Schemes, Consumer Credit Scheme, Lease Finance, and Personal Loan for
Women, and Shop Finance Scheme etc. JBL also introduced Q-cash ATM cards for its valued
customers giving 24 hours banking services through Debit Cards. JBL offers the following
services to its valued customer:
 Retail Banking
 Deposit Schemes

Monthly Saving Scheme

Monthly Benefit Scheme

Education Saving Scheme

Marriage Deposit Scheme

Double Growth Deposit Scheme

Triple Growth Saving Scheme

Lakhpoti Deposit Scheme

kotipati Deposit Scheme

Millionaire Deposit Scheme
 Remittance and Collection
 Import and Export handling and Financing
 Loan Syndication
 Project Finance
 Investment Banking
 Lease Finance
 Hire Purchase
 Personal Loan for Woman
 24-hours banking: Q-Cash ATM facility
 Islamic Banking
 Corporate Banking
 Consumer Credit Scheme
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Jamuna Bank Ltd
2.5: History of Branch
Jamuna Bank Limited, Ring Road Branch Beside Adabor Police Station, Mohammadpur, Dhaka1207, Bangladesh.
2.6: Departments of the Branch
 Account opening (Front Desk) department.
 General Banking Department.
 Cash department.
 Investment department.
 Foreign Exchange department.
 Clearing department.
 Remittance department
 Account and Administration department
 Finance and Administration department
2.7: Number of Employees
SL.
Designation
Number of Employer
01.
Vice President & Manager
1
02.
First Asst. Vice president & Sub-Manager
1
03.
Junior Asst. Vice President
1
05.
Senior Officer & First Executive Officer
5
06.
Officer (Grade 2)
4
07.
Staff
4
Total
16
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Jamuna Bank Ltd
2.8: Organ gram of Ring Road Branch
Manager and VP
ANWAR HAKIM
Sub-Manager
MD .FARUK IKBAL
TTTTTTTIIIIIHIIIIIKBAL
IIKBA)
Account
Opening
Cash
Loan Department
Department
Credit
Remittance
&
Department
Clearing
Executive Officer
MD. OMAR FARUQUE
Cash
Senior Executive
JAVP
DEAWAN JAFRUL HASAN
A.K.M ARIFUL HASAN
MD. ABDUL JABBAR
(Md.ALAMGIR
HOSSAIM)
 VISION
To become the Bank of Choice in serving the nation as a progressive and socially responsible
financial institution by bringing credit & commerce together for profit and sustainable growth.
To become a leading banking institution and to play a pivotal role in the development of the
country.
 MISSION
The Bank is committed to satisfying diverse needs of its customers through an array of products
at a competitive price by using appropriate technology and providing timely service so that a
sustainable growth, reasonable return and contribution to the development of the country can be
ensured with a motivated and professional workforce.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
3.1. CUSTOMER
A customer (also known as a client, buyer, or purchaser) is the recipient of a good, service,
product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable
consideration.
Customers are generally categorized into two types:
 An intermediate customer or trade customer (more informally: "the trade") who is a
dealer that purchases goods for re-sale.
 An ultimate customer who does not in turn re-sell the things bought but either passes
them to the consumer or actually is the consumer.
3.2. CUSTOMER SATISFACTION
Customer satisfaction is defined as "the number of customers, or percentage of total customers,
whose reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals."
3.3. MARKET
A market is one of many varieties of systems, institutions, procedures, social relations and
infrastructures whereby parties engage in exchange. While parties may exchange goods and
services by barter, most markets rely on sellers offering their goods or services (including labor)
in exchange for money from buyers. It can be said that a market is the process by which the
prices of goods and services are established.
3.4. MARKETING
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Jamuna Bank Ltd
Marketing is the process of communicating the value of a product or service to customers.
Marketing can sometimes be interpreted as the art of selling products, but selling is only a small
fraction of marketing.
3.5. MARKETING MANAGEMENT
Marketing management is a business discipline which is focused on the practical application of
marketing techniques and the management of a firm's marketing resources and activities.
3.6. TARGET MARKET
A target market is a group of customers that the business has decided to aim its marketing efforts
and ultimately its merchandise towards. A well-defined target market is the first element to a
marketing strategy. The target market and the marketing mix variables of product,
place(distribution), promotion and price are the four elements of a marketing mix strategy that
determine the success of a product in the marketplace.
3.7. 8(EIGHT) PS DETAILS
Traditionally, local business falls into the school of thought of the 8Ps of Service Marketing:
 Product
 People
 Process
 Place & Time
 Physical Environment
 Price
 Promotion
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Jamuna Bank Ltd
 Productivity & Quality
 Product
A good, idea, method, information, object, or service that is the end result of a process and serves
as a need or want satisfier. It is usually a bundle of tangible and intangible attributes (benefits,
features, functions, uses) that a seller offers to a buyer for purchase.
1 Varity
2 Quality
3 Design
4 Features
5 Brand name
6 Packaging
7 Size
6 Warranties
 Price
Price is the quantity of payment or compensation given by one party to another in return for
goods or services.
1. Pricing strategy
2 .Retail price
3. Wholesale price
4 .Discount
5. Seasonal pricing
6. Price flexibility
 Place
The place is where you can expect to find your customer and consequently, where the sale is
relized.
1 . Distribution channel
2 . Market coverage
3 . Specific channel member
4 . Inventory management
5 . Distribution Centers
6 . Order processing
7 . Transaction
8 . Reverse logistics
 Promotion
A promotional mix specifies how much attention to pay to each of the five subcategories, and
how much money to budget for each. Promotion is one of the market mix elements. The
specification of five promotional mix or promotional plan. These elements are
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Jamuna Bank Ltd
1 . Personal selling
2 . Advertising
3 . Sales promotion
4 . Direct marketing and
5 . Publicity
 People
All human action that plays a part in reference and information service delivery namely the
librating personnel.
 Process
Process means, the procedure mechanisms and flow of the activity by which the service is
delivered.
 Physical Evidence
Physical environment means the environment in which the service is delivered & firm customer
interact and any tangible components that facilitate performance or communication of service.
 Productivity & Quality
Productivity is a measure of the efficiency of production. Productivity is a ratio of production
output to what is required to produce it (inputs). The measure of productivity is defined as a total
output per one unit of a total input.
The standard of something as measured against other things of a similar kind; the degree of
excellence of something.
3.8. BANK
Banks are the financial depository institution which are allowed or licensed by the central banks
to accept deposit for doing lending business
 Banker
Banker is one who in the ordinary course of his business honors cheques drawn upon him by
persons from and for whom he received money or currents accounts.
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Jamuna Bank Ltd

Banking
Generally all the activities of a bank is called banking. In a broader sense, banking is the summation of
financial service like collection of deposits from people, collect cheques, grants loan, transfer money,
invest fund, safeguards money for its customers etc.
 Central Bank
The central bank is the organ of government that under takes the major financial operations of the
government and by its conduct of these operations and by other means influences the behavior of
financial institutions so as to support the economic policy of the government."
 Commercial Bank
Commercial bank is one which collects small savings from the public by offering them affixed rate of
interest and advancing the loan able funds out of the deposited money to enterprising clients charging
relatively higher rate of interest.
3.9: 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
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Jamuna Bank Ltd
bank drafts and pay orders etc. since bank in confined to provide the service everyday general
banking is also known as retail banking.
3.9.1: General Banking consists of the many sections in the branch.
These are
 Customer Service
 Account Opening/Closing
 Payment Order Issue
 Demand Draft Issue/Collection
 T.T. Issue/Collection
 Account Transfer
 IBC/OBC Collection
 Deposit Department
 Clearing Department
 Cash Department etc.
3.10: 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.
3.11: Account Opening
Opening account with a bank is the way of creating a banker customer relationship. In other
words, it is a contract between banker and customer. With this contract, bankers enter into
certain obligations and responsibilities.
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Jamuna Bank Ltd
Procedures of Accounting Opening
Proper introduction serves as a precaution against fraud and forgeries and safeguard against
inadvertent overdraft to bank. Obtaining proper introduction may absolve the banker from the
charges of negligence for conversion. So, while opening a new account, emphasis would be
given without exception to introductory reference and inquiry. The following instruction to be
followed while opening account:
1. Introduction of Account to be obtained from a respectable client acceptable to bank.
2. The introduction shall be obtained in writing in the respective column of Account
opening form.
3. For opening savings bank account of individual either singly or jointly, passports
and identity cards may be accepted for introduction, but subsequently proper
introduction may be obtained.
4. Introduction of Current Account by members of the staff may be allowed but shall
be discouraged as far as possible.
5. Current Account shall preferably be introduced by another Current Account holder
acceptable to bank.
6. Introduction of Account holder of other branch may be accepted with caution. In
that case the introducer’s signature must be verified by authorized officer of that
branch and authenticated by a forwarding letter.
7. Photographs of account holder must be attested by the introducer.
8. Letter of thanks be issued to introducer in Bank’s standard specimen.
3.12: Current Account
 A Current Account may be opened by individual, firm, company and club,
association, body corporate etc.
 Funds in the Current Account is payable on demand.
 No interest is payable on balances of Current Accounts.
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Jamuna Bank Ltd
 Current Deposit Account may be opened with a minimum initial balance of
Tk.5,000/‐
 Minimum balance to be maintained in the account is Tk.1, 000/‐
 Customer willing to open Current Account shall fill up the Account Opening
Form (AOF) applicable to him/ her and Specimen Signature Card (SS Card). The
customer will sign in the space provided under “Yours faithfully” and on the
specimen signature cards.
 In case of proprietorship and partnership firms the relevant account opening form
is to be filled in and signed by the proprietor/ partner in their individual capacity
in the space provided under “Yours faithfully” and on the specimen signature
card in their official capacity.
 In all other cases including companies etc. the persons opening the account shall
fill in the relevant Account Opening Form and sign the Form in the space
provided under “Yours faithfully” and in the specimen Signature Card in their
official capacity.
 Introduction of acceptable clients to be obtained as per guidelines.
 The Manager’s approval for opening account shall be obtained by the concerned
staff member.
 Signatures of the account holder shall be admitted by affixing the stamp
“Signature admitted” and signing by the authorized officer. The introducer’s
signature shall be verified by affixing the stamp “Signature verified” near the
signature by authorized officer.
 Blank space of the Specimen Signature Card should be closed by drawing
parallel lines.
 The particulars of the Account Opening Form shall be entered in the Account
Opened and Closed Register as per sequence provided by the computer system.
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Jamuna Bank Ltd
 The customer shall be provided with Deposit Slip incorporating the Account
Number and be advised to make the initial deposit in the account. The amount of
initial deposit shall be entered in the Account Opening Form.
 Cheque Book shall be issued on request on completion of all formalities
including initial deposit. Cheque series to be entered in the Account Opening
Form at the bottom right and authenticated by authorized officer.
 After posting of all particulars of the account including cheque series, one
authorized officer shall check/ verify the same in the computer screen and record
it in the form with signature.
 Manager/ Authorized Officer shall apply sufficient intelligence and common
sense to ascertain genuineness of the account holder. No account shall be opened
without approval of the Manager.
 Clear instruction regarding operation of the account shall be noted on the
Account Opening Form and Specimen Signature Card especially in respect of
death of inability of the account holders, or the person operating the account. The
account holder shall confirm the instructions under specimen signature.
 An indemnity shall be obtained from the customer if he/ she signs in language
other than English/ Bengali.
 Illiterate persons shall be discouraged to open Current Account. If opened
withdrawal shall be allowed on personal appearance of the account holder.
 The account opening form shall be sent to the respective computer terminal for
posting and S.S. Card shall be retained serially in the S.S. Card Box under
custody of Cheque Passing Officer.
 One of the photographs of the Account Holder is to be pasted with AOF and
another one with S.S. Card. AOF to be retained in serial order in Pasting File.
 A letter of thanks to be sent to the account holder as well as to the introducer.
 All new accounts opened during the day shall be personally checked by the
Manager at the close of business of each day.
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Jamuna Bank Ltd
 Checking officer shall particularly see the introduction, initial deposit in cash or
cheque,
nature of business of the account holder, Trade License, Partnership
Deed/ Memorandum of Articles of Association, Resolution etc.
 Similar Accounts should be noted in the AOF and care should be taken while
making posting of transactions in such accounts.
 The Computer Program used by bank shall provide reference of clients. Branch
Manager must ensure that their computer system provides reference of client.
 Classified Deposit Ownership Program to be maintained in the Computer System
for facilitating periodical returns to Bangladesh Bank.
 Bank shall provide monthly statement of account to clients as per computer
system of the branch.
 If minimum balance of the account falls below Tk.2,000/‐ once during the
half‐year, incidental charge will be recovered as per Head Office Circular.
 Bank at its discretion may close any account with prior notice to the account
holder.
 In case of closure of account by the account holder, branch shall recover closing
charges as per schedule of charges.
3.13: Savings Bank Deposit Account

 Savings Bank Account may be opened in the name of adult individual who are
mentally sound and also jointly in the names of two or more persons payable
to either or both or all of them or to the survivor or survivors.
 Savings Bank Account may be opened in the name of a minor also.
 Saving Bank Account may be opened in the names of clubs, societies,
association and similar institutions and even by government and
semi‐government offices.
 Account shall be opened with at‐least a minimum initial deposit of Tk.1,000/‐.
 Interest at the rates fixed by Head Office from time to time is applied
half‐yearly on the balances held on daily product basis.
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Jamuna Bank Ltd
 Not more than one account is allowed to be opened in the same name. But this
will not be applicable to parents willing to open more than one account in his/
her name in respect of each minor child.
 Savings Bank Account shall not be allowed to be overdrawn under any
circumstances.
 Account opening formalities like Current Account should be followed.
 Savings Bank Account should not be allowed to be operated like Current
Account
 Not more than 25% of the balance can be withdrawn without 7 days notice.
Withdrawals in the account shall be allowed twice in a week.
 No interest shall be paid to such accounts in the month for violation of the
above rules.
 Bank shall provide monthly‐computerized statement of accounts to account
holders instead of passbook.
 Bank may at its discretion close any account with prior notice for repeated
return of cheques due to insufficient balance.
Bank may recover charges up to a maximum of Tk.100/‐ per instances of cheque return.
3.14: Short Term Deposit Account
Deposits held in this account are payable on short notice. Normally corporate bodies, bank and
financial organizations invest their funds temporarily. Now‐a‐days, private individuals having
sound financial means also open this type of deposit accounts. The following rules shall apply‐
 Deposits held in STD Account are payable in 7 (Seven) days notice.
 Cheque books may be issued to account holders for withdrawal of funds.
 Repeated withdrawal without notice shall be discouraged.
 Interest is payable on balance held on daily product basis as per computer program used
by bank.
 For opening STD Account, AOF used for Current Deposit Account shall be used.
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Jamuna Bank Ltd
 Other formalities are similar to Current Deposit Accounts.
 Minimum balance requirement for accruing interest is Tk.100,000 (Taka one lac) only
3.15: Fixed Deposit Account

 Fixed Deposit is neither transferable nor negotiable.
 Fixed Deposit Account may be opened by individuals, firms, companies, corporate body
etc.
 Fixed Deposit Account shall be opened for a fixed period ranging from 3 months to 36
months or above as determined by Head Office from time to time.
 Rate of interest payable to Fixed Deposit Accounts shall be approved/ advised by Head
Office from time to time.
 Interest on deposits shall normally be payable on maturity along with principal.
 Customers may however, have the option of withdrawing interest accrued after every six
months provided that the account is for more than 24 months period.
 Interest ceases to accrue on overdue Fixed Deposit Account. Branch may, however, allow
interest to exceptionally valued clients on deserving cases with concurrence of Head
Office.
 FDR may be encased before maturity on written request of the depositor. For payment of
interest, branch shall follow Head Office instruction in this regard from time to time.
 In case of FDR in joint names, written consent of all holders shall be obtained before
premature encashment, irrespective of instruction provided for operation of the account.
 Duplicate FDR may be issued in case of loss of FDR reported by the holder. An
indemnity bond executed by the depositor(s) shall be obtained on Bank’s standard form.
A remark “DUPLICATE ISSUED IN LIEU OF ORIGINAL REPORTED LOST” is to be
typed on top of the duplicate FDR. The original number should be used and comments to
this effect be recorded in AOF, S.S. Card and FD Issue Register.
 Extra care shall be taken in case duplicate FDR is proposed for lien to any bank.
 Each FDR of the same depositor will be treated as separate contract.
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Jamuna Bank Ltd
 Account Opening Form for Fixed Deposit Account contains relevant columns for
mentioning all terms including rate and term of deposit and operational instruction. The
bottom part of the form shall be used as credit voucher for the deposit. Specimen
Signature Card duly signed by the depositor to be obtained with clear instruction for
operation of the account.
 Nominee form may be obtained if the depositor desires to nominate anybody to receive
the proceeds of his account in case of his death. Nominee’s Signature and one copy of
photograph duly attested by the depositor to be obtained.
 The signature of the depositor is to be admitted by authorized officer both in AOF and
S.S. Card.
 Particulars of the account shall be entered in the FD Account Opening Register and a
control number be allotted in computer sequence order with oblique against the printed
number of FDR. The complete number shall be quoted/ mentioned in all references.
 On completion of all formalities, including deposit of fund, FDR shall be issued and
signed by two authorized officers. The FDR shall be delivered to depositor against
acknowledgement on the reverse of the counter foil.
 The AOF will be retained in file and the S.S. Card shall be kept in S.S. Card Box under
custody of the concerned authorized officer.
 The particulars of the account shall be posted in the computer system on completion of
all formalities including receipt of deposit. One authorized officer shall check/ verify the
particulars in the computer screen and record his comments on the AOF to this effect
with signature.
 Renewal of Fixed Deposit Account shall be allowed on written request of the depositor, if
no intimation is received, the account shall be deemed to have renewed under the existing
terms and conditions automatically.
 FDR can be accepted as security against credit facility.
 Offer of special interest rate on deposits is subject to Head Office approval.
3.16: Papers and Documents Required for Account Opening
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Jamuna Bank Ltd
The following documents duly completed shall be obtained from the customer at the time of opening
different types of accounts as applicable:
1. Individual/ joint
 Account opening form as applicable duly filled in.
 Specimen Signature Card.
 Two photographs duly attested by introducer.
 Nominee Form (if nomination given by the account holder).
 Mandate or Authority Form (if a third person is authorized to operate the
account).
2. Proprietorship Firm
 Account Opening Form.
 Specimen Signature Card.
 Copy of Trade License
 Two photographs duly attested by introducer.
 Proprietorship Rubber Stamp against all signatures of the proprietor.
3. Partnership Concern
 Account Opening Form.
 Specimen Signature Card.
 Copy of Trade License
 Partnerships Deed
 Two photographs of each partner duly attested by introducer.
 Partnership Rubber Stamp against all signatures of partners operating the
accounts.
 Partnership letter.
4. Private Limited Company
 Account Opening Form.
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Jamuna Bank Ltd
 Specimen Signature Card.
 Copy of Trade License.
 Copy of Memorandum and Articles of Association duly attested by the Managing
Director/ Chairman of the Co.
 Certificate of Incorporation.
 List of Director as per return of Joint Stock Company with signature.
 Resolution of the Board for opening account with the bank.
 Photographs of each of the authorized signatories
5. Public Limited Company
 Account Opening Form.
 Specimen Signature Card.
 Copy of Trade License.
 Photograph of Directors and account operators other than Director.
 Certified copy of Memorandum and Articles of Association.
 Certificate of commencement of business.
 List of Directors as per returns of Joint Stock Company with their signature.
 Resolution of the Board for opening account with the Bank.
 Certification of incorporation.
6. Clubs/ Association/ Society etc. (Non-Trading Concerns)
 Account opening Form for current account or SB accounts.
 Specimen Signature Card.
 Certified copy of Bye laws/ constitution of the organization.
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Jamuna Bank Ltd
 List of the Executives of Managing Committee with their signature and present
and permanent address.
 Resolution of the Committee for opening account with the bank.
 2 Photographs of each operator of the account.
7. Corporation/ Autonomous Bodies/ Govt. Organization
 Account Opening Form as applicable.
 Specimen Signature Card.
 Copy of the Act or Ordinance Showing authority to open account.
 Letter from the authorized persons in absence of the Board.
8. Account Of Constituted Attorney
 Account Opening Form (As applicable)
 Specimen Signature Card
 Power of Attorney
A copy of Power of Attorney shall be taken and entered in the Power of Attorney Register in
serial order. The serial number is to be noted along with Banks name on the Power of Attorney.
Original may be returned and the copy to be attached with Account Opening Form.
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Jamuna Bank Ltd
3.16: Issuance of Cheque Books
General Service Division of Head Office will supply required Cheque Books to branches against
their requisition from time to time. On receipt of these cheque books/ other security stationery,
the branch shall record the stock in the Security Stationery Stock Register. While recording the
stock, the Prefix number shall invariably be mentioned.
 A few Cheque Books required for current consumption of the Deposit Department shall
be taken out from the main stock under control of an authorized officer. The concerned
issuing officer will keep these cheque books in a box under lock and key and issue the
same to the clients during the day. The Cheque Books will be entered in the Cheque
Book Issue Register and be issued to clients against their acknowledgement in the
register.
 Separate folios will be opened in the Cheque Book issue Register for CD/ SB/ STD
account cheque books.
 When a cheque book is required by a new customer, the cheque requisition slip pasted on
top of each cheque book is to be got signed by him. The officer responsible for issuing
cheque book shall get the signature of the account holder verified from the officer
in‐charge of the Deposit Department and issue the cheque book to the customer after
putting his initial in the cage of cheque series subject to the condition that account
opening form is complete in all respects and otherwise in‐order.
 The requisition slip shall be sent to the respective Computer Terminal for posting in the
respective account.
 All subsequent Cheque Books shall be issued against Cheque Requisition Slips extracted
from the previous cheque books issued to the customer; however, the requisition slip
pasted with subsequent cheque book on its first page shall be destroyed.
 The cheque requisition slip duly filled in by the customer shall be forwarded to cheque
posting Terminal to ascertain:

The average balance maintained by the customer.

Whether previous cheque leaves are properly consumed.

Cheques are not frequently returned for insufficient funds in the account.
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Jamuna Bank Ltd

Payment of Cheque is not frequently stopped.

The manner in which the account is operated.

The account is not dormant.
 If any of the defects is noticed by posting officer, he/ she shall make remark on the
requisition slip and forward it to Cancellation Officer who will decide whether cheque
book should be issued to the customer.
 In cases, where the account is found in order and the party is known, the cancellation
officer shall verify the signature on the slip and send it back to cheque book issuing
officer for issuance of the same.
 In case of slightest difference in signature or suspicion aroused about the bonafides of
the person presenting the cheque requisition slip, proper inquiries shall be made by
contacting the account holder. The officer must be satisfied before finally issuing the
cheque book.
 In case where requisition slip extracted from a previous cheque book is not presented,
every possible care shall be exercised to establish the bonafides of the case, particularly
when address of a constituent has been recently changed and/ or a simultaneous request
to change the address is made.
 If the cheque book/ cheque requisition slip is reported lost, the branch shall take extra
care in issuing fresh cheque book and take the following extra steps :

An Indemnity on bank’s standard form shall be obtained from the client
counter signed by another customer of the branch having reasonable balance
in the account.

Stop payment shall be made for the unutilized cheque leaves (Detailed
procedure in relevant chapter).

On completion of the formalities, fresh cheque book shall be issued to the
client. The client shall personally receive the cheque book against
acknowledgement.
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Jamuna Bank Ltd
 If the cheque book is issued through bearer, his signature must be attested by the account
holder on the request letter. The requisition will however be filled in/ signed by the
account holder. The bearer will receive the cheque book against his acknowledgement on
the reverse of requisition slip and Cheque Book Issued Register. The party’s
acknowledgement may be obtained by sending him a letter through bearer.
 The issuance of the cheque book will be processed as under:

It should be ensured that all the leaves and blank requisition slip are intact
and the printed serial numbers are in‐order.

The name and account number of the customer shall be written in the cheque
books cover and the cheque requisition slip.

The account number shall be affixed on all the leaves of the cheque book
including the cheque requisition slip under the signature of the issuing officer,
whose signature should be recorded in the deposit department.
 Cheque Books shall be delivered to the customer over the counter after obtaining his
acknowledgement in the cheque requisition slip as well as cheque book issue register.
 In special circumstances, cheque book may be delivered through bank messenger. But in
that case similar acknowledgement or subsequent confirmation shall be obtained from the
client.
 Cheque Book sent by post shall be dispatched to client under cover of a latter in a sealed
envelope under Registered A/D. The client shall be asked to confirm receipt of the
cheque book. The A/D on return together with the confirmation be tagged with the
requisition slip.
 The cheque requisition slips against which cheque books have been issued shall be
stitched together with vouchers of the day.
 At the close of the day, the Security Box containing the cheque books shall be placed in
safe or inside the Strong Room under the supervision of the authorized officers.
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Jamuna Bank Ltd
3.17: Payment of Instrument
 Scrutiny of cheques/ voucher

Before posting in the computer system, the cheque/ vouchers are to be
checked by the concerned officer with reference to the following:
 Cash Cheques
 The cheque is drawn on the bank and branch where it is presented for
payment.

The cheque is an open cheque i.e. uncrossed.

In case it is an order cheque (Payable in cash) the payee is identified to
satisfaction.

It is not post‐dated, undated or stale.

The words and figures tally.

The cheque is duly signed by the drawers.

Cuttings and alteration have been authenticated under full signature of the
drawer.

There is no over writing whatsoever.

Any material part of the cheque is not mutilated.

The cheque is not unusually of huge amount and also with‐drawl is not rare
and sudden. In such cases the matter should be brought to the notice of the
Manager by the posting officer.

The cheque leave bears the initial of cheque book issuing officer.
 Cash Debit Voucher
In case of cash debit voucher, the following points should be checked:

It is signed by the authorized officer along with the Manager.

It is signed by the payee on the reverse and payee’s signature is verified.

It bears the Stamp “Pay Cash”.
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Jamuna Bank Ltd
 Clearing Cheques
In case of clearing cheque, it is checked that: ‐

Collecting Bank’s Clearing Stamp bearing correct date is affixed on the face
st
nd
of the cheque and the cheque is presented in the 1 or 2 clearing as stamped.

The collecting bank’s discharge is correct.

Other points similar to those as explained above are followed.
 Transfer Delivery
The following points to be checked:‐

The Transfer Delivery Stamp is affixed on the face of the cheque and bears
correct date.

The collecting bank’s discharge is correct.

Other points similar to those explained above are followed.
 Cash Transfer
It shall be checked that: ‐

The Cash Transfer Stamp is affixed on the face of the cheque.

Branch discharge is correct.

Branch crossing seal is applied.

Other points similar to explain above are followed.
 Voucher
It shall be checked that: ‐

It is correctly written and dated.

Two attorney holders sign it jointly.

Amount in words and figures tallies.

Appropriate head of account is given together with computer number.
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Jamuna Bank Ltd
 Cancellation of Cheques

The cancellation officer should be an authorized officer of the bank/ branch.

He/ She shall keep all Specimen Signature Card under his effective control
during transaction hours.

The cancellation officer shall retain only the signature cards admitted by the
authorized officer in serial order.

Before passing any cheque, the signature of the drawer must be verified. In
case, signature of the drawer differs, cheques shall not be passed unless the
drawer’s confirmation is obtained or a reference is made to Manager for his
instruction.

The cancellation officer shall not pass any cheque unless cheque is posted in
the computer system.

He/ she should check the irregularities of the cheque if any.

The cheque series number with Prefix should be checked to safeguard fraud
and forgeries.

The cancellation shall be done by drawing redline across the signature of the
drawer of the cheque. He/ She shall sign in full in red ink near the drawer’s
signature.

Cheques over Tk.50,000/‐ shall be cancelled by two authorized officers
jointly. Branch must issue office order regarding cheque passing schedule
according to its size and volume of work load. The cancellation officer shall
follow the schedule in variably.

In case of cash payment cheque a “Pay Cash” stamp shall be affixed on the
cheque and signed by the cancellation officer.
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Jamuna Bank Ltd
3.18: Dishonor of Cheques/ Instruments
Bankers are under legal obligation to honor customer’s cheque if funds permit. If they honor a
cheque through oversight when there are no funds. To the credit of the drawer’s account Bank
may loss the money. On the other hand, if they dishonor it through inadvertence they may pay
damage for wrongful dishonors.
Therefore, it is incumbent upon the bankers to proceed with caution in the matter of dishonoring
cheque drawn on them. A banker is not under statutory obligation to give a written answer on a
dishonored cheque. But as per practice, as well as agreement of Banker’s Clearing House a
banker should return it with Return Memo giving the appropriate reason for the dishonor While
giving such reasons, due care should be taken to see that the credit of the customer is not
damaged by an unwarranted/ exaggerated answer. It should also be ensured that such reason does
not mislead the payee.
In the event of dishonoring a cheque it must be entered in the Cheque Returned Register and the
authorized officer must sign in the register and the Cheque Return Memo.
 The following reasons are generally used for returning cheques/ instruments
 Effects not cleared, please present again.
 Not arranged for
 Payee’s endorsement required.
 Payee’s endorsement irregular.
 Payee’s endorsement illegible.
 Drawer’s signature differs from specimen recorded in the office.
 Endorsement requires bank’s confirmation.
 Alteration requires drawer’s signature in full.
 Cheque is post dated.
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Jamuna Bank Ltd
 Cheque is out of date.
 Exceeds arrangement.
 Amount in words and figures differ.
 Crossed cheque must be presented through bank.
 Payment stopped by the drawer.
 Full cover not received.
 Vernacular endorsement requires confirmation
 Instrument Mutilated/ Requires confirmation.
 Banks discharge irregular/ required.
 Not drawn on us.
 Funds insufficient.
 Cheque incomplete.
 Clearing stamp required.
 Clearing date irregular.
3.19: Closing of Accounts
For different reasons, the account holder(s) may request for closure of his/ their account with the
bank. On receipt of such letter of request for closure of account, the Manager should ascertain
the reasons to satisfy himself that the constituent is not severing his relations for grievance from
the bank which may possibly be redressed. If for genuine reason the account holder(s) approach
for closure of his/their account, the following steps shall be taken:
 The application shall be received together with unused cheque leaves.
 The signature of the account holder shall be verified
 The number of unutilized cheque leaves shall be noted on the letter.
 The Manager shall approve closure of the account and ascertain liability position (if
any) and closing charges at prescribed rate to be recovered.
 The account holder may be requested to withdraw the balance on deduction of the
charges. Otherwise the balance payable may be paid by way of pay Slip / Pay Order
in favor of the account holder
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Jamuna Bank Ltd
 After closure of the account, "Account Closed" Stamp shall be affixed on the
account opening form, S.S. Card and in the Account Opened and Closed Register
with date under signature of an authorized officer.
 The Account opening form together with S.S.Card and the request letter shall be
retained in Account closed file to be maintained in branches for Current and Savings
Accounts separately.
 If the balance is paid by way of Pay Slip/Pay order, the debit advice may be
delivered to the account holder either by hand or by mail.
 The unused cheque leaves shall be destroyed by authorized officer and shall be
recorded on the application for reference under joint signature.
 The unused cheque leaves shall be entered in the A/C Opening Register and the
running number of the account shall be drawn reducing the closed account on each
day.
3.20: Clearing
Clearing Department plays a vital role in General Banking. This department receives cheques,
DD, P.O. etc from depositors attached with a deposit slip. Then these instruments are posted in
the ‘NIKAS’ Computer. After posting those instruments, are segmented bank wise. Eleven
separate branches of JBL with in Dhaka sent instruments to the local branch (Ring Road Branch)
for collection along with the floppy disk in which particulars of the instruments are described.
Then the authorized officer of the local branch accumulates all information in a floppy and the
instruments of twelve branches (including the local branch) are segmented bank wise. All
st
instruments are now ready for collection at the 1 clearing house. There are two types of House:
st
 1 Clearing House and
 Same‐day clearing House
Condition for same day clearing
 The Instrument’s value must be over Tk.5 lac
 The respective branch of the bank must be within 2 K.M of Bangladesh Bank.
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Jamuna Bank Ltd
3.20.1: Outward clearing
All cheques, demand drafts and other credit instruments tendered for the credit of customers
account will be delivered by the depositor at the clearing counter. Any deposits received by
post will also be sent over to the clearing counter. The counter officer shall at the time of
receipt examine such deposits carefully to ensure that ‐
 The name of the account is very clearly written on the Deposit slips.
 The particulars of deposits such as cheque numbers, names of bank etc. are properly
entered on the deposit slip.
 The depositor has signed the Deposit Slip.
 On item deposited payees discharge and the chain of endorsement, are in order.

All cheques and other instruments will be crossed immediately on receipt
with the banks special crossing stamp. Items intended/selected for the next
day’s clearinghouse will be branded with the bank's clearing stamp with date.
If the deposits are made at a time when it is too late for these to be presented
to drawee banks the same days the stamp "Too late for today’s clearing" will
be affixed on the counter foil.

All branches of Jamuna Bank Limited are computerized and operate in
Clearing House with computer Floppy. All clearing items will first be sorted
out bank‐wise and then entered in a computer printed slip prescribed for the
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Jamuna Bank Ltd
purpose. These Schedules/Slips are in fact list of cheques etc. delivered by
Jamuna Bank Limited to other banks through the clearing House.

All these slips are summarized in a bigger computer printout which reflects
in details the instruments etc. presented by the bank to Clearing House and
contains the names and account number to which the credits will be posted.
These sheets serve the purpose of a Clearing House Register.

Bank also prepare, another summery sheet (Validation Sheet) from computer
which contain the total a number of cheques etc. delivered to different banks
in the Clearing House and cheques received from different banks with correct
total of amount.

The Credit vouchers should then be released for posting in the computer. It
will be the responsibility of Deposit Department, however, not to allow any
drawings against such items before the fate is definitely known. Reversal
entries for any clearing item returned unpaid should invariably be made by a
separate debit voucher.

All clearing item will be passed through the bank's Local Office/Main
Branch's Account with Bangladesh Bank.

Entries to be passed by Local office/ Main Branch.

Other branches routing their Clearing Instruments shall send a Clearing
House Floppy to Local Office/Main Branch supported by IBDA for the total
amount.

Local Office/ Main Branch shall respond the IBDA to the debit of their
account with Bangladesh Bank in a consolidated manner.

In case of return of cheques unpaid in the Clearing House, Local Office /Main
Branch shall issue IBDA on the branch which lodged the cheques in clearing
to reconcile the accounts.

All IBDAs originated in connection with Clearing House shall invariably be
responded on the same day and under no circumstances shall be kept pending.
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Jamuna Bank Ltd
3. 20.2: Inward Clearing
 Local Office/Main Branch shall receive cheques etc drawn on Jamuna Bank Limited
branches from the Clearing House. On receipt of the cheque etc. they shall segregate
the same branch‐wise and issue IBDA on branches against total amount of cheque
etc. and shall arrange delivery of the IBDA together with the cheques etc. within
Clearing House time schedule.
 Branches shall send the cheques dishonored by them supported by IBDA issued on
Local Office/Main Branch, within Clearing House time schedule for enabling Local
nd
Office/ Main Branch to return these instruments in the 2 Clearing House (Return
House).
3.20.3: Outward Bills for Collection (OBC)
Customers deposit cheque, draft etc for collection attaching with their deposit receipt. Instrument
within the range of clearing are collected through local clearing house but the other which are
outside the clearing range are collected through OBC mechanism. A customer of JBL principal
branch local office Dhaka is depositing a check of Sonali Bank Cox's-Bazar. New as a collecting
bank JBL principal branch will perform the following tasks.
 Received seal on deposit slip.
 JBL local office principal branch crossing indicating them as collecting bank.
 Endorsement give payees A/C will be credited on realization.
 Entry on register from where a controlling number is given.
Collecting bank can collect it either by its branches of by the drawer's bank they will forward the
bill then to that articulate branch. OBC number will be given on the forwarding letter.
3.20.4: Inward Bills for Collection (IBC)
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Jamuna Bank Ltd
In this case bank will work as an agent of the collection bank branch receives a forwarding letter
and the bill. Next steps are:
 Entry in the IBC register, IBC number given.
 Endorsement given- "our branch endorsement confirmed".
 The instrument is sent to clearing for collection.
 Miscellaneous creditor A/C.
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Jamuna Bank Ltd
3.21: Cash
3.21.1: Receipt of Cash
Cash may be deposited either by deposit Slips for SB/ CD/ CC accounts or by other credit
voucher like single credit voucher, pay order/ Draft/ T.T. application forms. Branches shall
ensure the following:
 Cash receiving officer shall check the deposit slip/ credit voucher/ application form as to
its title of account, number and amount in words and figures.
 The cash currency notes shall be counted physically /by cash counting machine as per
denominations of the currency notes on the back of the voucher /deposit slip. The officer
will enter the particulars in the cash Receiving Register and sign on the related deposit
slip/voucher and affix "Cash Received" Stamp with date. He/she shall write the amount
in words and figures in red ink across the deposit slip/voucher/ application form in token
of receipt of the money. He /She shall send the register along with the deposit
slip/voucher for signing on the same and authenticating the receipt in the register by the
in‐charge of the department.
 The officer in‐charge shall retain the original of deposit Slip and other vouchers and send
them to respective desk for postings/actions. The duplicate voucher (counter foil) shall be
handed over to the depositor/client.
 At the close of business the cash receiving officer shall add all the entries in the register
and if agreed with the actual cash received by him, shall hand over the register for
checking by officer‐in‐charge.
 Receiving Cash officer will hand over the cash to the entire cash in‐charge duly checked
by him.
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Jamuna Bank Ltd
3.21.2: Payment of Cash
Cheques, Cash Debit Vouchers, Fixed Deposit Receipts, Monthly Term Deposit Receipts, Bearer
Certificates of Deposit, Demand Drafts, may be placed for payment at the counter by clients,
beneficiaries and various departments for encashment. Branches shall ensure the following:
 The instrument is checked for any apparent discrepancy and evidence of posting and
cancellation.
 Specimen Signature of cancellation officer shall be available with cash paying officer for
convenience of payment.
 On being satisfied, the cash paying officer shall count cash for payment and the
denominations of notes are written on the reverse of the instrument invariably.
 Signature of the bearer is obtained on the reverse of the instrument and compared with
the signature already obtained from the bearer while presenting the instrument.
 If the presenter is found to be the same person, cash is handed over to the
bearer/presenter.
 "Cash Paid" Stamp is affixed on the face of the instrument and signed by the cash paying
officer.
 Particulars of the instrument are entered in the cash payment register.
 Paid instruments are preserved with the cash paying officer.
 At the close of bank hour, the amount entered in the cash payment register is totaled. The
total must agree with the totals of cash paid.
 The total is written in the cash payment register in words and figures.
 The officer‐in‐charge of cash department shall check the entries and instruments to
ascertain that the payment has been made correctly and shall release the instruments from
cash payment register by his initials against each entry in the cash payment register.
 The officer‐in‐charge also checks and signs the entries.
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Jamuna Bank Ltd
3.22: Remittance
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
Remittance is Taka currency and in foreign currency from abroad.
Any Bangladesh national residing, working and earning abroad can remit their earnings in
Bangladeshi Taka as well as in foreign currency through the banks/Exchange companies having
drawing arrangement with Jamuna Bank Limited. Such remittances are delivered to the
beneficiaries expeditiously through its close/wide network of 207 branches all over the country.
It also ensures delivery of remittance to the beneficiary within 24 hours. Any person can take the
service of the 600 correspondents of UBL worldwide for remitting any foreign currency to his
beneficiary in the country.
3.23.1 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.
3.23.2 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.
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Jamuna Bank Ltd
3.23.3 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.
3.23.4 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.
3.24: Accounts
3.24.1: Accounting System
The branches of the bank operate as independent accounting unit. They submit statement of
affairs and other prescribed returns direct to Head Office where these are consolidated in the
form of a statement showing assets and liabilities of whole Bank as at the close of business on
Thursday and at the last working day of each month.
The system of transactions of the bank is essentially double entry system of book keeping. But
for quick and accurate recording as well as for arriving at daily financial position specialized
form of double entry system book keeping, named slip system under self‐balancing method is
followed by the bank. The golden principle of debiting or crediting is the same as those of double
entry system. In the bank, instead of recording transactions in a journal initially, these are
directly recorded and posted in the ledger (computer) separating the debits and credits by slips or
voucher system.
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Jamuna Bank Ltd
3.24.2: Half Yearly and Annually Closing of Accounts
Half – Yearly Closing
th
For ascertaining the financial position of the Bank, accounts are closed as on 30 June every
year. For Half‐Yearly closing many important accounting jobs are to be done about which a
detailed circular is issued by Head Office from time to time. Branches will do the needful as
required by the circular.
Annual Closing
st
Annual closing of accounts is done as on 31 December every year about which Head Office
issues a detailed circular from time to time. Branches will perform annual closing works as per
the circular.
3.24.3: Accounting Ratios for Management Use
Our Bank prepares a Budget every year and each branch is given business goals/targets at the
beginning of the year. These goals and targets include business goals in the areas like deposit,
advance, foreign exchange business, non-funded business, ancillary business, profit etc. The
performances of the branches in these areas are reflected in their income, expenses, cost of fund,
profit etc. Top management, while appraising the performance of the branches, frequently needs
much information which may help in judging and rating the performance of the branches and the
Bank in the business areas as mentioned above. For helping top management in this exercise,
many accounting ratios are to be calculated and analyzed for arriving at decisions for
effectiveness and profitability. Not only top management, Branch-in-charge or concerned
department(s) can also use these ratios for analyzing performance and improving efficiency of
the branches or departments and the Bank.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
5.1. SWOT ANALYSIS:Both manufacturing and service oriented business organizations start to possess some weakness as time
elapse. The weaknesses of an organization can be turned into opportunities if recognized on time.
Moreover, overlooking any threat may result in loosing valuable business opportunities. For this reason,
an assessment of every business organization is required to judge the performance from the aspects of its
Strength, Weaknesses, Opportunities and Threat (SWOT).
SWOT Analysis of Jamuna Bank Ltd. is stated below:5.1.1. STRENGTH
1. SUPERIOR SERVICE QUALITY
JBL provides excellent and consistent quality service in each and every sector of its operations to
the customers. It makes the customers satisfied.
2. TOP MANAGEMENT
The top management of JBL is very experienced and well-known in the Banking sector of
Bangladesh. They are contributing heavily towards the growth and development of the Bank.
Experienced bankers and corporate personnel have formed the management.
3. COMPANY REPUTATION
JBL has already created a good reputation in the Banking Industry of Bangladesh. Credit Rating
and Information Services Limited (CRISL) rated JBL as “A” in the long term and ST-2 rating in
the short term.
4. MODERN FACILITIES AND COMPUTER
From the very beginning, JBL tries to furnish its work surrounding with modern equipment and
furnitures. For speedy service to the customer, JBL already installed money-counting machine in
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Jamuna Bank Ltd
the teller counter. The bank has computerized banking operation under software called ‘PC
Bank’. Moreover, computer printed statements are available to internal use and occasionally for
the customers.
5. INTERACTIVE CORPORATE CULTURE
The Corporate Culture of JBL is much more interactive compare to other local organizations.
This interactive environment encourages the employee to work attentively.
6. CUSTOMER SATISFACTION
Customer Satisfaction level of JBL is quite good. Informal conversation with customers about the
service quality helps the management to provide services according to their choice which makes
customers satisfied.
7. GOOD NUMBER OF BRANCHES
JBL already has 55 branches all over Bangladesh to provide quality service to every level of
customer.
8. ATM SERVICE
Some services of the bank are automated which attract large number of clients. For instance, the
bank provides Automated Teller Machine (ATM) services in several locations.
9. ONLINE BANKING
The bank recently introduced online banking which enabled it to automate all of its operations. At
present, several banking functions are performed by computers. The bank is also a member of
SWIFT (Society for Worldwide Interbank Financial Telecommunication) alliance access which
enables the bank to exchange critical financial messages swiftly and cost effectively.
5.1.2. WEAKNESSES
1. LIMITED WORKFORCE:
JBL, Main Branch has limited workforce. There is shortage of people. As a result, many of the
employees are burdened with extra workloads and work late hours without any overtime
facilities. This might cause high employee turnover which is not good for the organization.
2. LENGTHY LOAN GRANTING PROCESS:
The credit sanction and disbursement procedure is quite lengthy, because the loan granting
process of the Main Branch of JBL is very strict that sometimes effects negatively on customer’s
mind.
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Jamuna Bank Ltd
3. CENTRALIZED AUTHORITY:
Delegation of authority is centralized which makes the employee to realize less responsibility.
Thus, the employee morale is deteriorated.
4. LENGTHY EVALUATION PROCESS:
The credit proposal evaluation process is lengthy. Therefore, sometimes valuable clients are lost
and the bank becomes unable to meet targets.
5. LESS USE OF ANNUAL CONFIDENTIAL REPORT:
No substantive use of Annual Confidential Report (performance evaluation form of the
employee) to reward or to punish the employee. Hence the employee becomes ineffective.
6. LESS PROMOTIONAL INITIATIVE:
The bank lacks aggressive advertising and promotional activities to get a broad geographical
coverage.
7. FEW ATM BOOTHS:
The bank has only a few ATM booths and not in proper places. So, the scope of using ATM card
is limited.
8. FEW COMPUTER FACILITIES:
Computer facility for all the officers is not available.
9. NO R&D:
The bank hasn’t any research and development division.
5.1.3. OPPORTUNITIES
1. SUPPORT FROM BANGLADESH BANK:
Bangladesh Bank has rendered its full support to the Banking sector for a sound financial status
of the country as a representative of Government, as it has become one of the vital sources of
employment in the country now. Such government concern will facilitate and support the longterm vision of JBL.
2. DIVERSIFIED INVESTMENT OPPORTUNITY:
There is a great opportunity to take new dimension of Banking such as Specialized Banking and
also there are many sectors where JBL can give special privileges.
3. EVOLUTION OF E-BANKING:
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Jamuna Bank Ltd
Emergence of E-Banking will open more scope for JBL to reach the clients not only in
Bangladesh but also in the Global Banking Arena. Although the Bank has already entered the
world of E-Banking but yet to provide full electronic Banking facilities to its customer.
4. INNOVATIVE PRODUCTS:
The bank can introduce more innovative and modern products and services for their customers.
5. MICRO CREDIT:
The bank can offer micro credit business for individuals and small businesses.
6. DIVERSIFIED PORTFOLIO:
It can diversity its portfolio by taking new sector.
7. NEW BRANCHES IN REMOTE AREAS:
Many branches can be opened to reach the bank’s services to the remote areas.
8. EFFICIENT RECRUITMENT:
It can recruit more efficient and experienced persons to give fast and efficient service to the
customers.
5.1.4. THREATS
1. CONTEMPORARY BANKS:
The Contemporary Banks like, Dhaka Bank, Dutch Bangla Bank, Mutual Trust Bank are its
major rivals. They are carrying out aggressive campaign to attract lucrative clients as well as
big time depositors. The JBL should remain vigilant about the steps taken by these Banks, as
these will in turn affect the Bank strategies.
2. MULTINATIONAL BANKS:
Due to the booming energy sector, more foreign Banks are expected to operate in Bangladesh.
Multinational as well as the fast growing local banks with modern products and services are
capturing huge market within short period a resulting to switch over the existing customers of
the bank.
3. RESTRICTION FROM BANGLADESH BANK:
Bangladesh Bank exercises strict control over all Banking activities. Sometimes the restrictions
imposed by Bangladesh Bank, can create barrier in the normal operations and policies of the
Bank.
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Jamuna Bank Ltd
5.2.QUSTIONNAIRE ANALYSIS
In the survey, it is essential to analyze the survey result and follow the findings as a guideline of
development of the project. The survey report is shown bellow with graphical representation in
percentage basis.
Personal ontormation aection:
Percentage of Respondents:
45%
55%
Male
Female
From the graph it is seen, 55% of the respondents are male and 45% of the respondents are female. So it
can be said that, in banking sector female are participating almost equal as male.
Age Criteria:
15%
5%
25%
Less than 25
25-30
36-50
More than 50
55%
From the graph it is seen, 5% of the respondents are age of less than 25, 25% of the respondents are
between the age of 25-30, 55% of the respondents are between the age of 36-50 and 15% of the
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Jamuna Bank Ltd
respondents are at the age of more than 50. So the researcher can say that most of the respondents are of
36-50 age. The people of this age use bank account most. On the other hand the people of less than 25 age
group use bank account rarely. So happend to the age group of more than 50.
Occupation Criteria:
80%
60%
70%
40%
20%
2%
23%
0%
Student
Business
Service
5%
Housewife
From the graph it is seen, 2% of the respondents are students where 70% of the respondents are
businessman, 23% are service holders and 5% of the respondents are housewives.
Income level analysis:
More than 50,000
20,000 to 50,000
10,000 to 20,000
Less than 10,000
0%
20%
40%
60%
80%
From the graph it is seen, 2% of the respondents’ income is less than 10,000, 8% of the respondents’
income is between 10,000-20,000, 25% of the respondents’ income is between 20,000-50,000, 65% of the
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Jamuna Bank Ltd
respondents’ income is more than 50,000. So it can be said that the people who have more income got
more bank accounts than those whom income level is comparatively low.
1. What types of account you maintain with the Bank?
Types of Account
35%
Percentage (%)
30%
25%
20%
15%
10%
5%
0%
Types of Account
Savings
Current
FDR
Loan
Other
20%
30%
20%
15%
15%
From the graph it is seen, 30% of the respondents are are current account holder, 20% of the respondents
have savings, 20% of the respondents have FDR, 15% of the respondents have loan account & 15% are
other account holder. So the researcher can say that most of the respondents are current account holder
Percentage (%)
2. Do you think the ATM booths are available?
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Response:
Highly
Dissatisfi
ed
Dissatisfi
ed
Neutral
Satisfied
Strongly
satisfied
10%
40%
5%
5%
5%
From the graph it is seen, 35 % of the respondents are satisfied and 5% of the respondents are highly
satisfied with the ATM booth service of JBL. Where 40% respondents are dissatisfied & 10% of the
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Jamuna Bank Ltd
respondents are highly dissatisfied. So the researcher can say that most of the respondents are dissatisfied
with the ATM booth Service of JBL.
Percentage (%)
3. What is your opinion about the banking environment of JBL?
60%
50%
40%
30%
20%
10%
0%
Response:
Highly
Dissatisfi
ed
Dissatisfi
ed
Neutral
Satisfied
Highly
satisfied
5%
20%
5%
55%
15%
From the graph it is seen, 55% of the respondents are satisfied and 20% of the respondents are highly
satisfied with the Banking environment of JBL. Where 10% respondents are dissatisfied & 10% of the
respondents are highly dissatisfied. So the researcher can say that most of the respondents are satisfied
with the Banking Environment of JBL.
Percentage (%)
4. Employees are always ready to help/Co-operate the customers?
60%
50%
40%
30%
20%
10%
0%
Response:
Highly
Dissatisfi
ed
Dissatisfi
ed
Neutral
Satisfied
Highly
satisfied
5%
30%
5%
55%
5%
From the graph it is seen, 55% of the respondents are satisfied and 5% of the respondents are highly
satisfied with the account opening procedure of JBL. Where 30% respondents are dissatisfied & 5% of
the respondents are highly dissatisfied. So the researcher can say that most of the respondents are
satisfied with the account opening procedure of JBL
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Jamuna Bank Ltd
5. Do you think customers are getting more facilities here in comparison with other banks?
Percentage (%)
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly DissatisfiedDissatisfied
Response:
10%
40%
Neutral
10%
Satisfied Highly satisfied
25%
15%
From the graph it is seen, 15% of the respondents are satisfied and 5% of the respondents are highly
satisfied with the Promotional campaign of JBL. Where 60% respondents are dissatisfied & 10% of the
respondents are highly dissatisfied. So the researcher can say that most of the respondents are dissatisfied
about the promotional campaign of JBL
Percentage (%)
6. How do the employees behave with the customers?
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly
Dissatisfi
ed
Dissatisfi
ed
Neutral
Satisfied
Highly
Satisfied
10%
15%
20%
40%
15%
Response:
From the graph it is seen, 10% of the respondents are satisfied and15% of the respondents are highly
satisfied with behave of employee of JBL. Where 40% respondents are dissatisfied & 10% of the
respondents are highly dissatisfied. So the researcher can say that most of the respondents are dissatisfied
about the employee behave of JBL.
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Jamuna Bank Ltd
7. Are you satisfied with the services offered by JBL?
Percentage (%)
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly
Dissatisfi
ed
Dissatisfi
ed
Neutral
Satisfied
Highly
Satisfied
10%
15%
20%
35%
20%
Promotional campaign
From the graph it is seen, 35% of the respondents are satisfied and 20% of the respondents are highly
satisfied with Service offered by JBL. Where 15% respondents are dissatisfied & 10% of the respondents
are highly dissatisfied. So the researcher can say that most of the respondents are satisfied about the
employee behave of JBL.
Percentage (%)
8. The employees of JBL are highly efficient.
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
20%
25%
0%
40%
15%
From the graph it is seen, 40% of the respondents are agreed and 15% of the respondents are strongly
agreed that the employee of JBL is efficient. 20% of the respondents strongly disagreed and 25% of the
respondents are disagreed that the employee of JBL are not efficient. So the researcher can say that most
of the respondents are agreed that the employees of JBL are highly efficient.
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Jamuna Bank Ltd
9. JBL provides a safe deposit service?
60%
Percentage (%)
50%
40%
30%
20%
10%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
5%
25%
5%
50%
15%
From the graph it is seen, 50% of the respondents are agreed and 15% of the respondents are strongly
agreed that JBL provides safe deposit services. 25% of the respondents strongly disagreed and 5% of the
respondents are disagreed that JBL provide a safe deposit service. So the researcher can say that most of
the respondents are agreed that JBL provides a safe deposit service.
10. Do you thing JBL general banking section service is best from other bank?
35%
Percentage (%)
30%
25%
20%
15%
10%
5%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
20%
25%
30%
25%
0%
From the graph it is seen, 15% of the respondents are agreed that the after sales service is good in ATM
sector. 30% of the respondents strongly disagreed and 45% of the respondents are disagreed that JBL
after sales service is good in ATM sector. So the researcher can say that most of the respondents are
disagreed that JBL provives a very good after sales service in ATM sector.
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Jamuna Bank Ltd
Percentage (%)
11. Do you think the process of loan taking is very easy?
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
5%
40%
25%
25%
15%
From the graph it is seen, 25% of the respondents are agreed and 5% of the respondents are strongly
agreed that LC opening system of JBL is very easy. 5% of the respondents strongly disagreed and 40% of
the respondents are disagreed that LC opening system of JBL is very easy. So the researcher can say that
most of the respondents are disagreed that JBL takes longer time to open LC.
12. Various service charge of JBL are reasonable for clients?
60%
Percentage (%)
50%
40%
30%
20%
10%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
5%
25%
15%
50%
5%
From the graph it is seen, 50% of the respondents are agreed and 5% of the respondents are strongly
agreed that loan taking process of JBL is very easy. 5% of the respondents strongly disagreed and 25% of
the respondents are disagreed that loan taking process of JBL is very easy. So the researcher can say that
most of the respondents are agreed that the loan taking process of JBL is very easy.
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Jamuna Bank Ltd
Percentage (%)
13. JBL online service system is the best?
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
20%
25%
0%
40%
15%
From the graph it is seen, 20% of the respondents are agreed and 5% of the respondents are strongly
agreed that online service system of JBL is very good. 20% of the respondents strongly disagreed and
50% of the respondents are disagreed that online service system of JBL is very good. So the researcher
can say that most of the respondents are disagreed that JBL online service system is the best.
14. How do your comments of the overall performance of JBL Bank Limited?
35%
Percentage (%)
30%
25%
20%
15%
10%
5%
0%
Response:
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
10%
30%
15%
30%
15%
From the graph it is seen, 20% of the respondents are agreed and 5% of the respondents are strongly
agreed that Overall performance of JBL is very good. 20% of the respondents strongly disagreed and 50%
of the respondents are disagreed that Overall performance of JBL is very good.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
Major Findings:
Most of the respondents choose this bank because of interest rate, appropriate branch location &
service of the Bank.

Most of the respondents are current account holder

Most of the respondents think that the number of ATM booths are not sufficient.

Most of the respondents are satisfied about the services offered by JBL.

Most of the respondents are satisfied with the branch interior design.

Most of the respondents are satisfied with the account opening procedure of JBL.

Most of the respondents are dissatisfied about the promotional campaign of JBL.

Most of the respondents are agreed that the employees of JBL are highly efficient.

Most of the respondents are agreed that JBL provides a safe deposit service.

Most of the respondents are disagreed that JBL provives a very good after sales service.

Most of the respondents are disagreed that JBL takes longer time to open LC.

Most of the respondents are agreed that the loan taking process of JBL is very easy.

Most of the respondents are agreed that the services charge of JBL are reasonable.

Most of the respondents are disagreed that JBL online service system is the best.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
Recommendation:JBL has an efficient and excellent management term and performing with a great expertise and care. The
limitation can overcome by some measure to makes the performance outstanding. I have some suggestion
for the JBL according to my survey on 50 customer. Those are given below:

The bank should offer more facilities on other account to attract more customer.

Bank should build a strong brand image on the market through converting new area.

Employees should be more dedicated to their client.

JBL should provide an effective training program for the junior level officers, so that they can
perform their task efficiently.

JBL should use modern banking system, so that they can improve their customer satisfaction.

ATM booths are not enough for the client, so bank should increased the number of their ATM
booths.

They have no better promotional campaign then other. So bank should improve their promotional
activity.

JBL take longer time to open LC, they should minimize the time to open LC as much as possible.

Customer are satisfied with JBL charges, so the bank should attract large number of customers
through using this low cost strategy.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
Conclusion:-
From the practical implementation of customer dealing procedure during the whole period of my practical
orientation in Jamuna Bank Limited, Main Branch, I have achieved a firm and concrete conclusion in a
very confident way. I believe that my realization will be in harmony with most of the banking thinkers. It
is quite evident that to build up an effective and efficient banking system to the highest desire level,
computerized transaction is must.
The JBL has been trying to operate its business successfully in Bangladesh from 1999. JBL has already
developed an image of goodwill among its clients by offering its excellent services. This success has
resulted from dedication, commitment and dynamic leadership of its management over the period.
Despite the fact that, during the short span of time of its operation, the bank could successfully occupy a
position as a progressive and dynamic financial institution in the country, it suffers from some
weaknesses. It is expected that in the near future, JBL may become one of the top performers in the
banking sector.
Day-by-day, JBL’s area of service is increasing all over the country through setting up new branches at
new places. The reliability of the customers is also increasing as well. But they may improve online and
ATM services comparing with other commercial banks to make efficient and easy customer services. So
in my Report, I have tried my best to give more importance in these areas. I think that, it will help me a
lot in my future life and I believe that JBL will become the leader in the Banking Sector of Bangladesh
within a very short period of time and will expand its business outside Bangladesh.
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Jamuna Bank Ltd
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Jamuna Bank Ltd
eesearch seestionnaire
,tear respondent
I am a student of BBA program in Bangladesh
niversity of Business& Technology(B BT) and
currently enloll of my intership report. I am conducting this survey to prepare my internship report
our participation in this ”Cestomer attitedes togards Beneral Bankingo
case stedy on sBC“on
l help me to conduct this survey sucessfullysurvey is really appreciated and wil. It is assured that the
information you will provide will be strictly confidential and use for educational purpose only.
Thank you for your time and co-operation.
Sincerely ours,
NUSRAT NUERI ISLAM
ontormation aection Personal:
eame:...............................................................................................................................
Cell:................................................................................ render: A) Male B)Female
Age: A) Less then25
B) 25-
30C )36-50
Occupation: A) Student B ) Business
C)
D) More then50
Service D) eousewife
Income: A) Less then10,000B .) 10,to 20 000, .000
C) 20,to 50 000, .000 D) More then50,00 .0
Customer Attitude Analysis Section:
Please put tick(√)on appropriate place :
1.What types of account you maintain with the Bank ?
A) Current.
B) FDR.
C) Loan.
D) Savings.
E) .Other
2. Opening individual account in JBL is comfortable to you.
Strongly Agree
Agree
Neutral
Disagree
Strongly
Disagree
1
2
3
4
5
3. Frequently update about the new service offering of JBL.
Strongly
Agree
Agree
Neutral
Disagree
Strongly
Disagree
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Jamuna Bank Ltd
1
2
3
4
5
Disagree
Strongly
4. Facilities for money deposit in JBL is helpful for you.
Strongly
Agree
Neutral
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
5. Process of loan taking is very easy.
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
6. in JBL is effective Complain desk.
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
7. Cheque book issuance procedure of JBL is easy.
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
8. JBL providesa safe deposit service .
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Disagree
Strongly
9. JBL’s general banking section service is best from other bank.
Strongly
Agree
Neutral
Agree
1
Disagree
2
3
4
5
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Jamuna Bank Ltd
. 10The process of loan taking is very easy.
Strongly
Agree
Neutral
Disagree
Agree
1
Strongly
Disagree
2
3
4
5
Disagree
Strongly
11. The fees& charges of service in JBL are reasonable.
Strongly
Agree
Neutral
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
12.JBL online service system isthe best .
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
13. JBL has the willingness to help the clients.
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Neutral
Disagree
Strongly
14. JBL treats the customer as individual.
Strongly
Agree
Agree
1
Disagree
2
3
4
5
Disagree
Strongly
15. The overall performance of JBL Bank Limited is satisfactory.
Strongly
Agree
Neutral
Agree
1
Disagree
2
3
4
5
Thank You
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