STANDARED CHARTERED BANK LTD.

PERFORMANCE EVALUATION OF

American International University-Bangladesh

Dhaka, Bangladesh.

Group: Beacon

Name
Tushar Md. Abrar Hossain Mehedi Md. Arman

ID
08-11521-2 08-11519-2 08-11424-2

Paul Sorav Kumar

Alam Md. Didarul

Submitted to:
DR. PRIYA BRATA PAUL
Department Of Arts and Social Science American International University- Bangladesh

Acknowledgement
We would like to give cordial thanks to them who helped us a lot in preparing this research report on Performance Evaluation of Standard Chartered Bank Ltd. We are very much grateful to our course instructor DR. PRIYA BRATA PAUL for her valuable instructions, helpful attitudes and guidance in making this report. We also want to give thanks to those officials who helped us giving their bank. Our sincerely thanks go to our friends and class mates for their support and help without which this report was not possible in such a short time.

Thank You.

Table of Contents

Topic Introduction Mission

Page No. 05 06 07-15 16 17-25 26-30 31 32-33 34-35 36

Data Analysis:
Personal Banking Priority Banking SME Banking Statement Limitations Major Findings Recommendation Conclusion

Introduction

The Standard Chartered Bank (SCB) is an international banking group, which is incorporated in the U. K., with its headquarters in London. The group focuses its activities in Asia, Africa and the Middle East and its operation is segmented under six regions; UK & Europe, Middle East & South Asia, Africa, South East Asia, and The Americas Standard Chartered Bank opened its branches in Nairobi in January 1911, with 2 branches; one at Treasury Square in Mombasa and the other on Kenyatta Avenue in Nairobi. Today, 97 years later, the Bank has an excellent franchise, with a network of 32 branches strategically located across the country, 84 Automated Teller Machines (ATMs) and 1,040 employees. With 25% local shareholdings, Standard Chartered Bank has remained a public quoted company on the Nairobi Stock Exchange since 1989. As the oldest foreign bank in Bangladesh, we enjoy a market share of approximately 27%. The Bank has two core business divisions: Wholesale Banking and Personal Banking. These two businesses are supported by the functions of Operations & Technology, Finance, Human Resources and Corporate Affairs. The corporate and institutional business is mainly handled out of the four major cities in Bangladesh: Nairobi, Mombasa, Kisumu and in Eldoret Town. Standard Chartered is an active member of the communities in which we operate. The Bank supports projects that focus on the socio-economic development of the youth with a heavy emphasis on health and education.

Mission and Objectives

Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term that is trusted worldwide for uploading high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs over 70,000 people, nearly half of whom are women; The Group's employees are of 125 nationalities, of which 68 are represented among senior management.

SCB stands for:

To be the world's best international bank and Leading the way in Asia, Africa and the Middle East .Their brand promise is leading by example to be the right partner. Their also have some important values these are Courageous Responsive, International, Creative and Trustworthy.

Data Analysis
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a)

Personal Banking
Super Savers Account
You want a Savings Account that understands your need better! The Standard Chartered Super Savers brings you the ultimate trust, security and convenience in Savings Account. Any Bangladeshi national with an age of 18 years or above can open this account.

Special Features:

NO Interest Forfeiture Rules - Interest will be accrued on monthly average balance and applied at each quarter-end. NO Counter Transaction FEE is needed. They take care of your bills through monthly auto-debit. NO other bank offers an Add-on Debit Card for your loved ones. 24-hour Contact Center, Internet Banking, e-Statements, ATMs, Bills pay Centers & SMS banking is available. Anybody can get Debit Card for free with only 18 retail transactions in a year and can Request Pay-orders over the phone.

Additional Features completely FREE!

25-leaves regular chequebook, SMS Banking 24 hour Phone Banking (TIN for IVR), Internet Banking e-Statements Utility Bill Payment through Auto Billspay and other channels, these are totally free for their client. Their Initial account opening amount is BDT 50,000 and Interest Rate up to 6% per annum.

eSavers Account
eSavers Account is the Savings Account with Remote Banking solutions bundled with exclusive Customer Value Propositions. Here the accountholders will be primarily using our world-class alternate channels for their transactions and other regular banking needs. Any Bangladeshi national with an age of 18 years or above can open this account.

Special Features
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NO Interest Forfeiture Rules - Interest will be accrued on monthly average balance and applied at each quarter-end, NO other bank offers an Add-on Debit Card for your loved ones, 24-hour Contact Center, Internet Banking, e-Statements, ATMs, Bills pay Centers & SMS Banking is available, Get your Debit Card for free with only 18 retail transactions in a year, Request your Pay-orders over the phone.

Additional Features completely FREE!

25-leaves regular chequebook (Account-payee only),SMS Banking ,24 hour Phone Banking (TIN for IVR) Internet Banking, e-Statements Utility Bill Payment through Auto Billspay and other channels Initial opening amount is BDT and20,000 and the interest Rate is up to 7% per annum.

Services
Auto Billspay Standard Chartered Bank offers you an exclusive service of paying utility bills directly from your Account or Credit Card without waiting in long queues. Enroll into auto Billspay services for FREE, and the Bank will setup a Standing Instruction, and will arrange the payment of the following bills from your Account or Credit Card each month:Mobile Phone: Aktel, Banglalink, Citycell, Grameenphone, Warid Electricity: DPDC, DESCO Internet: Accesstel, Agni, BOL, ZipInsurance premium: ALICO insurance premium Tuition Fee: Scholastica, South Breeze Club: Dhaka Club, Chittagong Club.

Dial-a-Draft Dial-a-Draft is a unique solution whereby a Savings or a Current

Accountholder can request for a Pay-Order simply by calling our 24-hour Contact Centre and take delivery from any of the Standard Chartered Branches.

Locker Services Our safe deposit locker service offered from select branches gives you a completely secured facility for safekeeping of precious items, confidential documents and other valuables. 9

Special Features

Personalized service from a dedicated locker officer and Facilities to access outside scheduled time, parcel handling, safe custody of goods and bonds/shares

Student Files
Standard Chartered Banks student file is widely recognized and preferred among the academic institutions worldwide. Student File is a complete fund transfer solution for you that covers both educational and living expensed. We offer a variety of fund transfer alternatives like Demand Draft, SWIFT transfer, Travellers Cheuqe etc.

Fixed Deposit
Our Fixed Deposits make your money work for you. With the advantage of Standard Chartered's expertise, resources and experience, you can assure of maximizing the growth potential of your savings safely.

Perfect combination of liquidity and returns

Our wide range of fixed deposit products are the perfect combination of liquidity and returns. You have the freedom to choose from the desired period from one month to Five years. If you need cash before the end of your fixed deposit term, Overdraft/Loan facilities are available against security of the deposit without losing the interest earning.

Affordable Opening Balance

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The minimum opening balance and to earn interest on Fixed Deposit account is only BDT 50,000.

NFCD Account
It is an Interest bearing Foreign Currency (FCY) Term Deposit account.

Special Features
No fees and charges, Dual-Nationals can open this account, Funds along with interest in these accounts can be freely repatriated abroad, No tax on interest, FCY can also be converted into Taka and the fund must be present in the account for at least 1 month to earn interest Those who can open this account.

Non Resident Bangladeshis ,Local Companies register in Bangladesh but operation in abroad and Foreign nationals, companies, firms, banks, financial institutions and EPZ units

Some funds can be used to open this account.

Funds transferred from Wage Earners FCY A/C, Remittances in other convertible account in other convertible currencies can be converted into USD, GBP and other currencies.

Minimum opening amount.

Minimum USD 1000 or GBP 500 (for individual Bangladeshis) ,Minimum of USD 25,000 or equivalent GBP (for others)

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Interest structure available in this account:

Tenor: Fund has to be present for Minimum 1 month ,Rate: Rates are based on international market rates and Bangladesh Bank guidelines ,Interest Forfeiture: As NFCD is a type of term deposit, hence Interest forfeited if deposit withdrawn

Monthly Savings Schemes

We offer Monthly Saving Schemes to any Standard Chartered accountholder who is a Bangladeshi national, where the accountholders minimum age must be 18 years and maximum age at the end of the scheme is 60 years.

Features

This is non-transactional account where interest accrues on a daily basis and is credited on a monthly basis ,Tax applicable under the scheme, will be deducted from the amount payable to the account holder ,Nominee will receive the Target Savings Amount in the event of untimely death of the primary account holder, i.e. death before maturity of the selected Monthly Savings Scheme

Calculation of one unit of Monthly Savings Scheme: TenorInitial DepositMonthly DepositTotal paymentMaturity ValueProfit 36 10,000 1,000 46,000 53,018 7,018 1. These are indicative figures only ,Tax is payable as per government rules and Terms and conditions apply

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Loans
Auto Loan
With Standard Chartered Auto Loan, it is easier than ever to buy the car of your dreams. Our Auto Loan Scheme offers you a flexible and affordable loan with easy repayment options, all wrapped in a very convenient package. You can purchase new, reconditioned, or second-hand cars with Standard Chartered Auto Loan.

Features:

Loan amount up to 90% of vehicle value ,Maximum loan amount up to BDT 2 million ,Longest loan tenor up to 60 months ,Competitive interest rates and absolutely transparent fees & charges ,Fast Loan approval process ,Options for early settlement and partial prepayment of the loan ,Loan available for reconditioned / second-hand vehicles up to 6 years old from the year of manufacture ,Maximum allowable age of the vehicle at the end of the loan tenor is 10 years in case of Toyota-manufactured vehicles, and 8 years in case of other brands ,Who can apply?: Salaried professionals / Businesspersons / Landlord or landlady / Self-employed Individuals ,Minimum age of applicant: 23 years ,Maximum age of applicant: 65 years ,Work Experience: Minimum 1-year service experience for salaried executives & 3 years experience for businesspersons or self-employed individuals ,Nationality: Bangladeshi ,Minimum net income: BDT 32,500 per month

Convenient
At Standard Chartered, we believe in delivering our services to customers doorsteps. Just call us at the 24-hour Contact Centre and our trained sales representatives will visit you at your convenience to brief you on Auto Loan. They will help you understand the loan features and the detailed application process, and can even help you choose your dream car from some of the most reputed car dealers in the city. You can also visit any of our branches for more information.

Personal Loan & Flexi Loan

We all need a helping hand to be able to live our life to the fullest. And in this regard, we believe that we can be your right partner by providing you with our Personal Loan products that will help you meet your needs so that you never have to compromise with all that life has to offer! Personal Loan: Personal Loans are fully unsecured loan facility offered to individuals, with the amount ranges from BDT 60,000 to BDT 1,000,000. Flexi Loan: These loans are partially secured upto BDT 1,000,000, and fully secured for loan amounts in excess of BDT 1 million and up to BDT 1 crore. ,Saadiq Personal Finance: This is our offering to those customers who would like to avail consumer

13

financing in a completely Shariah Compliant way. Finance limits here range from BDT 50,000 to BDT 1,000,000. The interest rates (including profit rate for Saadiq Personal Finance) offered for all our products are competitive, and we believe that together with our high level of overall customer service, whatever your needs may be, we can help you get the most out of life! To find out which product is right for you, please contact us at our 24-hour Contact Centre. Those who can avail these loans: These loans may be availed by both businessmen and salaried individuals, regardless of whether they are an existing Standard Chartered bank customer or not. For a more detailed analysis of your eligibility, please contact us at our call center, or fill out our referral form.

Mortgage Loan
Standard Chartered Home Loan provides attractive financing for a new house or an apartment. You can also avail our Home Loan for renovation, facelift, extension and furnishing work in your existing house or apartment.

Special benefits

Lowest interest rate in the market ,No personal guarantee or cash security required ,No prior account relationship required with Standard Chartered ,Fast loan approval process, Early settlement and partial prepayment options, Loans against land value if building plan is approved by Rajuk or similar authorities ,Option to avail home loan in installments, based on the amount of down payment arranged at every step ,Option to pay only interest during construction period

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Exclusive features

Step by Step Financing: You can avail the home loan in steps, depending on how much down-payment you can arrange at every step. This greatly reduces the burden of having to pay the whole down payment at once ,Plinth Level financing: You can avail home loan for purchasing an apartment that is still in the construction stage, provided that the foundation and the basic structure of the building have been completed. To avail our Home Loan, you will no longer have to wait till the construction is over. This will help you choose your preferred apartment before others do.

Eligibility

Professional Experience: At least three years of service/ professional/ business track Records, Income: Minimum monthly income of BDT 25,000, Minimum Age: 25 Years, Maximum Age: 65 years at the end of the loan tenure or retirement age for service holders (whichever is earlier). For fully cash secured home loans, maximum allowable age of the applicant at the time of financing is 60 years ,Proposed Property: Any property on leasehold / freehold / private land in Dhaka & Chittagong metropolitan areas

Flexible Loan features

Loan tenure of up to 20 years ,Loan amount up to BDT 7,500,000 ,Financing available for up to 80% of property value and Refinancing / loan takeover facility available

Repayment

Repayment by Equated Monthly Installments (EMI) and Interest calculated on monthly reducing-balance basis

Security

Registered mortgage of the property or any other equivalent property in favor of Standard Chartered Bank

Interest rates
15

Standard Chartered now offers the best interest rates in the market for home loans. The interest rates are variable, and will be reviewed on a 6 monthly basis (after loan disbursement), based on 182-Day Government Treasury Bill rates. The interest rates will depend on the loan amount as follows: Loan Amount Up to BDT 15 Lacs Above BDT 15 Lacs & up to BDT 20 Lacs Above BDT 20 Lacs Interest Rate (p.a.) 12.50% 13.75% 14.25%

Above interest rates are as on 31st March 2009; interest rates are subject to change without prior notice.

Processing Fees
Loan Processing Fee: 1.5% of the loan amount + 15% VAT on processing fee

Takeover Loan
You can transfer your existing home loan at other banks or financial institutions to Standard Chartered Bank at attractive interest rates and make significant savings. Just visit any of our branches or call our call centre to know how much you can save. No processing fee is charged for Takeover Loans.

Accessible
At Standard Chartered, we believe in delivering our services to our customers doorsteps. Just call our 24-hour call centre at (02) 8961151 or 01819-399999 anytime, any day, and our trained sales representatives will visit you at your convenience to brief you on our Home Loan. They will help you understand the loan features and the detailed application process, and can even help you choose your dream home from among the most reputed real estate developers in the country. You can also visit any of our branches for more information.

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b)

Priority Banking

Priority Privileges
A universe of exclusive banking services Welcome to the world of Priority Banking - a world of preferential treatment for the chosen few like yourself. Priority banking Membership comes with a whole range of benefits specially designed to make your banking relationship more rewarding, both locally and throughout our Global Priority Network

Banking privileges...

Platinum card benefits ,Preferential pricing on deposits ,Preferential rates on Foreign Exchange and Loans ,Free use of Call Centre services ,24 Hour access to cash at any time carrying the Visa sign ,Free over the counter cash withdrawals ,Personal Financial Planning: Dedicated Relationship Managers and Customer Service Managers. ,A private environment: access our Priority Banking Centre located at Moi Avenue and Yaya Centre ,Flexible banking hours from 8.30am to 4.00pm on weekdays and up to 12.00pm on Saturdays. ,Free purchase of Travelers Cheques and Preferential rates and higher returns as your deposit balance grows

To become a Standard Chartered Priority Banking customer, please call 329 3900 or visit one of the Priority Banking branches.

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ME Banking
The constant economic growth in Bangladesh means ample opportunities for you to grow your dream business. However, countless obstacles, intense business environment and steep competition require you to have the very best banking partner. This is where Standard Chartered Bank's SME Banking comes into play with its wide range of business responsive products, services and superior customer service.

Business Installment Loan

Do not let fund shortage hold back your business expansion. Fight back all fund related constrains with Standard Chartered Banks Business Installment Loan. Inject up to BDT 7 Million to truly make your business fly!

Features
This loan will help you meet your financial needs for your business expansion. You can make long term investments with this business loan and build up your equity by repaying the loan in convenient equated monthly installments (EMI). You can avail this loan through some simple documentation and against competitive cash securities.

Maximum Loan can be BDT 7,000,000 (Seventy Lacs) only and minimum loan can be BDT 1,000,000 (Ten Lacs) only. The interest rate is 19.5% per annum, Tenor: 3 Years 5 Years (i.e. 36 to 60 EMI payments) and Cash Security: 30% to 50% of the loan amount Following table indicates the monthly repayment amount or EMIs against different loan amounts and tenors:

Loan Amount 1,000,000 2,000,000 3,000,000 4,000,000 5,000,000 6,000,000 7,000,000

36 months 36,750 73,500 110,250 147,000 183,750 220,500 257,250

48 months 30,000 60,000 90,000 120,000 150,000 180,000 210,000

60 months 26,050 52,100 78,150 104,200 130,250 156,300 182,350

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Please note that the above figures are only indicative and subject to change at the sole discretion of Standard Chartered Bank without any prior notice.

Eligibility
Any Business fulfilling the following criteria can apply for this loan:
o

At least 3 years or more experience in the same business ,Minimum annual turnover of BDT 12,000,000 (One crore twenty lacs) only

Documents
The following denotes the documents required for any business to apply for this loan: Documents 1 Valid Trade License 2 3 Year Old Trade License 3 Latest 12 Month Bank Statement 4 National ID of Business Owners 5 Utility Bill of Business 6 TIN Certificate 7 Photograph of the Owners 8 Registered Partnership Deed 9 Memorandum & Article of Incorporation, Form X and XII 10 Certificate of Incorporation 11 Board/ Partnership Resolution 12 All Facility Related Offer Letters Proprietorship Partnershi Private Concern p Firm Limited Company N/A N/A N/A N/A N/A N/A N/A

Please note that the above requirements are not exhaustive and the bank may require further documentation for credit assessment on a case to case basis.

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Charges
o

Loan Processing Fee: 1% of the approved loan amount ,Early Settlement Charge: 5% on outstanding amount if repaid at any given time before maturity of the loan and VAT and Stamp Charge: All charges and fees are subject to 15% VAT, to be paid by the customer. Stamp charge will be at actual to be paid by the customer.

Orjon
In Bangladesh the number of women-owned company continues to grow, and Standard Chartered Bank is dedicated in helping the women entrepreneurs to grow their business by offering competitive Business Loans specially designed for women. Standard Chartereds Orjon provides the liquidity you need to grow your business or meet your cash flow requirements. The loan enables you to obtain financing without any requirement of land or property collateral.

Features:
Orjon has been crafted to perfection to support the business needs of women entrepreneurs. The following features depict the very reasons as to why Orjon can be instrumental in your business success:

Maximum Loan: BDT 7,000,000 (Seventy Lacs) only ,Minimum Loan: BDT 1,000,000 (Ten Lacs) only ,Interest Rate: 18.5% per annum ,Tenor: 3 Years - 5 Years (i.e. 36 to 60 EMI payments) and Cash Security: 30% to 50% of the loan amount

Following table indicates the monthly repayment amount or EMIs against different loan amounts and tenors: Loan Amount 1,000,000 2,000,000 3,000,000 4,000,000 5,000,000 6,000,000 36 months 36,260 72,520 108,780 145,040 181,300 217,560 20 48 months 29,490 58,980 88,470 117,960 147,450 176,940 60 months 25,520 51,040 76,560 102,080 127,600 153,120

7,000,000

253,820

206,430

178,640

Please note that the above figures are only indicative and subject to change at the sole discretion of Standard Chartered Bank without any prior notice.

Eligibility
Any Business fulfilling the following criteria can apply for this loan:

At least 3 years or more experience in the same business and Minimum annual turnover of BDT 12,000,000 (One crore twenty lacs) only

Documents The following denotes the documents required for any business to apply for this loan: Documents 1 2 3 4 5 6 7 8 9 Valid Trade License 3 Year Old Trade License Latest 12 Month Bank Statement National ID of Business Owners Utility Bill of Business TIN Certificate Photograph of the Owners Registered Partnership Deed Memorandum & Article of Incorporation, Form X and XII 10 Certificate of Incorporation 11 Board/ Partnership Resolution 12 All Facility Related Offer Letters Proprietorship Concern N/A N/A N/A N/A Partnership Firm N/A N/A Private Limited Company N/A

Please note that the above requirements are not exhaustive and the bank may require further documentation for credit assessment on a case to case basis.

Charges
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Loan Processing Fee: 1% of the approved loan amount ,Early Settlement Charge: 5% on outstanding amount if repaid at any given time before maturity of the loan and VAT and Stamp Charge: All charges and fees are subject to 15% VAT, to be paid by the customer. Stamp charge will be at actual to be paid by the customer.

Loan Against Property

At Standard Chartered we strive to meet your needs in a competitive and dynamic business environment. We understand that, as an SME, you require quick access to cash, and the flexibility to leverage your assets to fuel your business growth. Standard Chartereds Loan Against Property provides the liquidity you need to grow your business or meet cash flow requirements. The loan enables you to leverage your property to obtain financing.

Features
Loan against property is very flexible and is designed to meet the different financial needs of your business. Want to expand your business leveraging on your existing property? With Loan Against Property you can undertake long term investments for expansion. In the process Loan Against Property also enables you to build up business equity by repaying the loan in monthly installments.

Maximum Loan: BDT 28,000,000 (taka two crore eighty lac) only ,Minimum Loan: BDT 1,400,000 (taka fourteen lac) only ,Interest Rate: 16% per annum ,Maximum % of loan amount against market value of the property: For Commercial Property 60% of propertys current market value For Residential Property 70% of propertys current market value

Following table indicates the monthly repayment amount or the equal monthly installments (EMI) is given below: Loan Amount 2,500,000 7,500,000 12,500,00 0 17,500,00 0 22,500,00 0 25,000,00 60 months 60,800 182,400 304,000 72 months 54,250 162,750 271,250 84 months 49,675 149,025 248,375 96 months 46,325 138,975 231,625 108 months 43,825 131,475 219,125 120 months 41,900 125,700 209,500 293,300 377,100 419,000

425,600 379,750 347,725 324,275 306,775 547,200 488,250 447,075 416,925 394,425 608,000 542,500 496,750 463,250 438,250 22

0 28,000,00 680,960 607,600 556,360 518,840 490,840 0

469,280

Please note that the above figures are only indicative and subject to change at the sole discretion of Standard Chartered Bank without any prior notice.

Eligibility
To be eligible to apply for this loan, the applicant must fulfill the following criteria:

At least 3 years of experience in same business and A minimum annual turnover of BDT 7,000,000 (Taka Seventy Lac) only

Documents
The following denotes the documents required for any business to apply for this loan: Proprietorshi Partnershi Private p Concern p Firm Limited Company 1 Valid Trade License 2 3 Year Old Trade License 3 Latest 12 Month Bank Statement 4 National ID of Business Owners 5 Utility Bill of Business 6 TIN Certificate 7 Photograph of the Owners 8 Registered Partnership N/A N/A Deed 9 Memorandum & Article of N/A N/A Incorporation, Form X and XII 10 Certificate of N/A N/A Incorporation 11 Board/ Partnership N/A Resolution 23 Documents

12 All Facility Related Offer Letters

Property Documentation Requirement: 1. For Government/Leasehold Land: 1. Lease Deed/ Ownership Deed (photocopy) ,Baya Deed for at least 25 years, if any (photocopy) ,Development Agreement/ Joint Venture Agreement with the land owner/ developer ,Power of Attorney (if any) ,Power of Attorney Acceptance Letter from lessor of the property ,Mutation (any one)

2. For Private/Freehold Land: 1. Ownership Deed (photocopy) ,Baya Deed for atleast 25 years, if any (photocopy) ,Development Agreement/ Joint Venture Agreement with the land owner/ developer ,Power of attorney (if any) ,Recent Survey Report (i.e. Math Parcha Duly attested) ,CS, SA, RS Parcha (PS, BS, RS Parcha- only applicable for Chittagong) and Mutation Parcha and Mutation Proposal Sheet Please note that the above requirements are not exhaustive and the bank may require further documentation for credit assessment on a case to case basis.

Charges

Loan Processing Fee: 1.5% of the approved amount ,Valuation Fee: BDT 5000 per property ,Legal fee: BDT 7000 property ,Early Settlement Fee: 5% on outstanding amount if repaid at any given time before maturity of the loan and VAT and Stamp Charges: All charges and fees are subject to 15% VAT, to be paid by the customer. Stamp charge will be at actual to be paid by the customer. Please note both valuation and legal fees are non-refundable and inclusive of processing fee of 1.5%+VAT of the loan. Both fees will be discounted from the said processing fee at the time of loan disbursement if the loan.

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Trade and Working Capital Financing

Here at Standard Chartered Bank your needs and our offers go hand in hand. If your business requires various combinations of banking facilities then our Trade and Working Capital Financing is here to provide you the perfect blend. The lists of benefits that Standard Chartered Bank offers to face your needs are:

Letter of Credit ,Loan Against Trust Receipt (LATR) ,Revolving Loan (RL) ,Local Bill Discounting (LBD) ,Term Loans ,Bank Guarantee ,Shipping Guarantee ,Foreign Exchange Forward and Overdraft Facilities

Features
The beneficial features of Standard Chartereds Trade and Working Capital are:

Facilities of up to BDT 120,000,000 (taka twelve crore) only for single customers and up to BDT 150,000,000 (taka fifteen crore) only for groups ,Fast access to trade lines and transactions ,Dedicated experts to support with all your banking needs ,Easy access to operational accounts ,Competitive rates for foreign exchange services and Wide options of instruments to serve as security or collateral

Eligibility
To avail these benefits a business must fulfill the following criteria:

Minimum Annual turnover of BDT 200,000,000 (Taka twenty crore) only and 3 years of business experience

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OTHER FACILITIES OFFERED FOR CUSTOMER OF SCB

Phone Banking Service: Standard Chartered Bank is the first bank in the country to offer automated 24-hour Phone banking service. SCB phone banking services include balance inquiry, fund transfer, change of TIN, chequebook request, statement request, foreign currency exchange rate etc. Phone link service is offered to all customers free of charge.

Money link Card: Standard Chartered Bank launched Money link ATM in 1994, the first bank to offer this service in Bangladesh. Money link ATM service is free of charge, offering the following features:

Cash Withdrawal & deposit ,Cheque deposit ,Cheque book request ,Change of PIN ,Printing of mini-statement and Payment of utility bills.

Safe deposit locker: Safe deposit locker offers the following facilities:

Personalized service from a dedicated locker officer ,Available to any customers (for an annual fee which depends on locker size) ,Accessibility anytime during the banking hours and No additional charge for locker visit

Bank can lend money to the customer when they have enough deposit in their banks. So its necessary to please customer and give good service and let people know about their deposit and the interest that the customer will get, by which they get delighted.

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Limitations
Human resource is limited to accomplish their expected services. Thats why they cant provide services properly. The numbers of ATM booths are very limited of SCBs. Thats why; their client cant get their money wherever they want. Another main problem is the limited number of branches. They have only 52 branches and all of them around the big cities. Management Information System MIS department is not well organized. Public cant access their information or data if they want. Online banking is not available on the holyday which is not good for the bank. Their customers remain unsatisfied for this problem. Because if any necessary they cant do anything via online banking in holyday. CSGs are not well trained which is another problem in their sales sector. CSGs are unable to give the proper information about the product or solution about customers problems. Sometimes it seems that CSGs making their personal conversation with other on the official time period. In case of taking load, customer use to fulfill banks requirement. They have to submit lots of papers as well there are many conditions, which makes the customer not to take loan from SCB. SCB has a higher rate of cash security and interest rate in case of SME banking. Its also requires 3 years experience, which is not better for their customers. In case of some loan and accounts opening SCB charges processing fee and settlement fee. Have to has 3 years experience, this condition may discourage their client to take loan

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Major Findings
Our overall observation about SCB is based on this report. Now our observation about SEB is given bellow(a) Personal Banking: In personal banking sector SCB has different of accounts and loans with different features. They have super savers account esavers account and its interest rate is up to 6% to 7%. Its additional services are totally free. SEB has different types of service like auto bills pay, dial-a draft, locker services, student files etc. Their fixed deposit account has an affordable opening balance and the minimum balance is 50000 BDT, which is batter for the general people. It has a FCD (Foreign Currency Deposit Account) which has some special feature like no extra fee is required. It is easy to convert FCD into Taka. There is no tax on interest etc. SCB use to give auto loan which is up to 90% of vehicle value. It is maximum 2 million. It has another four types of loan. These are Personal loan, Flexi load, Mortgage loan and Takeover loan. In case of personal and flexi loan, the rang is BDT 60000- 1 million up to 1 crore. Low interest rate, no personal security, fast loan approval process, option to pay- are some of the special feature about Mortgage loan. This features helps people to take loan from SCB. Though individual has to have maintained some requirement but it is mostly available for all. Its interest rate is 12.50% to 14.25% based on load amount. SCB offers to their customers to transfer their existing home loan to another bank or financial institution and there is no extra charge is needed. (b) Priority Banking: Under priority banking customers get more and better services. It is a membership of some special benefits like platinum card benefits, 24 hours access to cash by VISA sign, flexible banking hour (8.30am to 4.00pm and up to 12.00 pm at Saturday). Members get 24 hours call center service. So priority banking is a special part of SCB. (c) SME Banking: This term SME is applicable only for small and medium enterprise. SCB has some very special feature for SME banking. Business Installment loan, Orjon, Loan against Property and Trade and Working Capital Finance are the main part. In case BIL, SCB use to give loan up to 7 million BDT which have very easy condition like minimum loan is only a million BDT, Cash security is 30% -50%. For womens enterprise, SCB has a loan named Orjon. It offers maximum 7,000,000 BDT 28

and the interest rate is lower than the others, about 18.5%. But the cash security is not appropriate for this feature. LAPs feature is as same as BIL. But Trade and Working Capital Financing is really a special type of loan for business. It offers various combinations of loans at a time like LC, LATR, RL, Term Loan etc. People easily access this loan and the amount is 120 million BDT to 150 million BDT. But to get this applier has to has a minimum amount of turnover and experience of business. (d) Other Facilities: SCB offers some other facilities like safe deposit locker service which is better than any other bank. Money link card like ATM, which is confirm your moneys mobility. It has excellent Phone Banking services which offers to their 24 hours banking like chequebook request, foreign currency exchange rate etc.

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Recommendation
Considering the customer queries the following recommendations are made, which will benefit both SCB and its customers.

As we have seen that 3pm to 5pm are the main rush hours, so necessary CSAs should be allocated in that time. Again, the holiday rush hour is slightly different from working days. So proper allocation of manpower can improve the service quality. As the authorization is the most frequent problem, so the CSAs should be trained in such a way so that they can solve all sorts of authorization related problem quickly. It is a noticeable problem that the online remains down especially in holidays. So, necessary steps should be taken for smooth service. The frequency of personal calls that falls under others category has a remarkable figure. Now if service remains busy with the personal affairs the proper service cannot be given. Lost card report is a very irregular problem that can occur anytime. So the C/H should be informed about the problem and its solution. Due to the wrong information provided by the direct sales executives, many unnecessary calls come in the online service. So proper product information can be a better solution in this situation. In case of SME banking, cash security could be lower which will be better for the customers. Another very important thing from my personal observation is that one person calls for several times for the same problem, which increases the call frequency. Proper assurance and solution over phone can a better alternative to reduce extra calls. Among all the CSAs some could very expert in some area, so in taking the consideration of the calling variation and frequency some adjustments could be made to improve the service and reduce calls. Maintaining MIS and a tabulation work can be maintained for better call handling.

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Proper division of call variation can reduce the load of one CSA to handle different queries. Proper monitoring the activities of the call center could be better solution for handling queries. In some cases, interest rate is higher or lower, it should adjust with that. Minimum experience requirement condition in case of SME should exclude. Priority banking should be expended to get better feedback from customers. It is necessary to elaborate SCBs activities in more places, so they should open some more branches in different places.

So, if this recommended part is maintained by the SCBs there service will be the best in the country as well as internationally.

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Conclusion
SCB is still regarded as a reliable bank and the growing number of its customers indicates its acceptance among clients. It is very common statistical saying that it is 5 times costly to get a new customer than retaining the customer. It is also noted that getting a credit card and closing it is expensive. In both cases, a number of time consuming steps have to be taken from the bank and the customer. Since SCB has been able to increase the number of cardholders, it now should take care the matter of customer satisfaction and quality of service.

It is very true that the most of the customers do not hesitate to term SCB as a better than other bank. But it should be considered that the customers have very few choices of banks with which they can actually compare the online service of SCB. The nationalized banks of Bangladesh already have earned a bad reputation in serving customers. Again among the foreign private banks like HSBC, AMEX are the banks that have widened operation like SCB. Other private banks have limited operation in limited locations. The local banks have recently focused their attention to customer service, satisfaction and also credit card service. Moreover there are a good number of private banks that are coming into the competition soon. Therefore it is better for SCB not to let the situation be worst and should emphasize on serving customers effectively and efficiently to ensure better service.

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