A Study on the Operational Challenges of Agent Banking at BRAC Bank

Abstract

The internship report is based on my three months internship period at BRAC Bank’s SME division (Business Transformation & Product) team which started at May 17, 2022 as an obligation to complete my bachelor degree. This report contains part of my internship period, my workings, my learning & my findings for the proposed topic. In chapter 1, I stated my internship information which includes Company name, internship period, my duties/responsibilities, Internship supervisor’s information, job scope, my contribution to the company and lastly the difficulties. In chapter 2, I discussed about the overview of BRAC Bank Ltd., Their management, marketing practices, financial performances, explained BRAC bank's history and all the divisions that works every-day to serve the best to their consumers. Furthermore, I highlighted the SME divisions and other divisions in addition. In the last and concluding chapter, I discussed a number of interviews and an evaluation of the pending account opening files completed by agents. It became clear from these discussions that there is a knowledge gap and a lack of financial literacy on the agent's end, which hampers the seamless integration of agent banking with the banking system. From studying how the bank operates, it was discovered that the basic organizational structure is still in place and that teamwork is preferred to a strong organogram approach. The conclusion section includes some suggestions for resolving the current issue. To make the process run more smoothly, more studies needs to be carried out altogether.