5/10/2010

CLIENTDELIVERYSERVICEINCITIBANKN.A
EXPERIENCEFROMSAMBAQUERIES

Internship Report
On
Client delivery service in Citibank N.A
Experience from SAMBA Queries




Submitted to:
Afsana Akhtar
Senior Lecturer
BRAC Business School

&
Anup Chowdhury
Lecturer
BRAC Business School



Submitted by:
Mohammad Emdad Hossain
Id# 06204027


Submission date: 10
th
May 2010

BRAC University


10
th
March, 2010

To
Afsana Akhtar
Senior Lecturer
BRAC Business School
BRAC University

Sub: Submission of Internship final project draft

Dear Sir,

This is my great pleasure to submit the Internship report of my three months long Internship
program in the world largest financial institution Citibank N.A in Global transaction service
(GTS) department- Citiservice. The title of the draft report is Client delivery service in Citibank
N.A experience from SAMBA Queries. This report has been prepared to fulfill the requirement of
my internship program at my assigned organization in the Citibank N.A

I have put my best effort to make this report a successful one. It has been joyful & enlightening
experience for me to work in the organization & prepare this report. However this has been
obviously a great source of learning for me to conduct similar types of studies in the future.

I would like to express my sincere gratitude to you for your kind guidance & suggestions in
preparing the report. It would my immense pleasure if you find this report useful & informative
to have an apparent perspective on the issue. I shall be happy to provide any further explanation
regarding this report if required & please do not hesitate to call me if you have any query on this
report or any other relevant matters.


Sincerely Yours,



Mohammad Emdad Hossain
ID #06204027

Acknowledgement

To prepare this internship report considerable thinking & information input from various sources
were involved. But at the beginning I would like to convey my sincere appreciation to the
almighty Allah for giving me the strength & the ability to finish the task within the planned time.
Than I like to express my sincere gratitude to everyone who contributed towards preparing &
making this study successfully. Major contribution was received from the officers of the Citibank
N.A in Chittagong branch.

First of all I would like to express my Sincere & immense gratitude to my internship supervisor
Mrs Afsana Akthar, Senior Lecturer of BRAC Business School, BRAC University. I am deeply
indebted to her whole hearted supervision to me during the Internship Period. Her valuable
suggestion & guideline helped me a lot to prepare the report in a well organized manner.

I would like to give specially thanks to Mr J abedul Amin Khan, senior service manager of the
citiservice, Mr shahidul, Relationship manager ,Citibank N.A Chittagong branch for their close
supervision.

I would also like to thank the authority of The Citibank N.A for giving me the opportunity to do
my internship in World Largest financial institution Citibank N.A. The experience & knowledge
gained in The Citibank N.A helped me to understand different elements related to my study.

I am also grateful to the other officials & my friends who helped my while preparing the study
by giving their suggestions, assistance & supply of information, which were valuable to me.
Their helping hand support me to complete my report successfully. Finally, I want to keep my
thanks to my parent who gave special attention to, me from the very beginning and during the
preparation of report & the internship program.

Table of Contents


CHAPTER :
I
PAGE

*
1.1
Executive Summary
Origin of the report
01
02
1.2 Objective of The Report 02
1.3 Methodology of the Report 02
1.4
1.5

Scope of the Study
Limitation of the Study

02
03



CHAPTER :
II

2.0 Organizations Profiles
2.1 Overview of Citigroup 04
2.2 Bangladesh as Part of Citibanks Global Market 04
2.3 Corporate History 05-10
2.4 Citibank, N.A, Bangladesh 11
2.5 Structure of Citibank, N.A, Bangladesh 12-13
2.6
2.7
2.8
2.9
Citibank N.A, Chittagong
Product and service
Mission of the Citibank N.A
SWOT Analysis
14-17
18-22
22
23

CHAPTER :
III

3.0 JOB 24
3.1 Description/ nature of the job 25
Organogram of GTS Department
Client delivery service (Citiservice)
Citiservice Scope
Benefits of Citiservice
27
28
29
30
3.2 Specific responsibility of the job
Citiservice coverage area
31
31
SAMBA remittance Queries
Account Services
Loans and Advances
31-32
33
33
3.3 Critical Observation 34
3.4 Recommendations 35


CHAPTER: IV
4.0 Projects 37
4.1 Description of the projects :
4.1.1 Objective of the Project
4.1.2 Scope of the Study
4.1.3 Limitations of the Study
4.1.4 Methodology
38
38
38
39
4.2
4.3


4.4



4.5
4.6
4.7

About Saudi American Bank (Samba)
Remittance Payment system
4.3.1 Correspondent banks
4.3.2 Courier
Collection
4.4.1 Collection- Banking Infrastructures
4.4.2 Collection Products
4.4.3 Collection s --- A brief Idea
Citi Remittance management System (CRMS)
Analysis
Result & discussion
40
41
42-43
44
45
45-47
48-50
51
51
55-58
59



CHAPTER : V
5.0 Conclusion 60

CHAPTER :
VI

6.0 Appendixes 61

Executive summary


The Citi groups financial organization (Citibank, N.A.) is one of the largest banking
groups in the world which have vast network all around the world. Citibank, N.A also
made a significant impact in our banking sector. Because it posses a lot of diversified,
modern, technology oriented and most customer friendly product. It can be said that
Citibank, N.A is the pioneer in modern technology based banking service in Bangladesh.
It was established in Chittagong in the year 2000. Being one of the most renowned in the
banking industry, Citibank, N.A believes in creating a good image in the minds of its
customer by providing high quality services, through its global network. There are
280000 employees managing 200 million customer accounts across six continents
covering 104 countries. Citibank, N.A providing a lot of facilities and fast service in trade
sector around the world through its large network and 136 years experience. Through its
global expertise and local knowledge Citibank, N.A gaining market shares in Bangladesh
faster. Though Citibank, N.A facing significant competition from its multinational
peers. It is necessary for Citibank, N.A to find out the room to explore themes eliminating
all its drawbacks and weak points. Because Citibank, N.A raising their target in every
year to gain the highest market share in trade sector of Bangladesh beating their
multinational peer. In my report I will try find process of foreign remittance and its
collection method. Focus on different kinds of services that citiservice is doing
frequently. More concentrated on Samba queries which related to foreign remittance
where citiservice update the status of draft. In this report I try to measure best alternative
to provide best services to the customer.








Page | 2

1.1 Origin of the Report
This report is prepared to fulfill the partial requirement of my Internship of BBA Program
of BRAC University supervised by Mrs. Afsana Akhtar, Senior Lecturer of BRAC
Business School. I did my internship in Citibank N.A, Bangladesh and I have prepared
this report in align with my assigned job responsibility.


1.2 Objective
The objective of this internship report means the purpose of the internship program & the
learning & finding through the period. The prime objectives behind this report are
pointed bellow:
To know the foreign remittance operation in a world class commercial bank.
To know the process of coming foreign remittance
To understand the documentation procedure of a foreign bank
To get some knowledge about correspondent banking.
To get some knowledge about beneficiary banking.


1.3 Scope
This report basically deals with a brief description about Citibank N.A and its product &
services as well as mainly focus on its clients delivery system using concrete
information. Here no industry analysis is done. But the readers will get a concise picture
of the companys basic operations from its mission, objective, corporate focus as well as
the information systems, its dealing process with clients & a comprehensive picture of its
unique services & outcome.





Page | 3


1.4 Limitations
It was needed to add more information but due to information security (Infosec) of
Citibank N.A I can not collect so much information. At the same time, I have limitations
of time to write the report. Most adequate and exact data was not available due to the
secrecy of the company. I have seen that it is hard to do the office job and prepare the
report at a same time. I used to work in the office from 9.45 AM to 8:30PM. Therefore, it
was very tough to arrange the time for report writing and data collection.















Page | 4

2.1 Overview of Citigroup
Citigroup is the first financial services company to bring together banking, insurance and
investments under the same name. It has 200 million customer accounts in 104 countries
across six continents. It provides consumers, corporations, governments and institutions
with a broad range of financial products and services, including consumer banking and
credit, corporate and investment banking, insurance, securities brokerage and asset
management.

2.2 Bangladesh as Part of Citibanks Global Market
The global coverage of Citibank is divided into 4 geographic groups consisting of Latin
America, J apan-Europe-North America (JENA), Eastern Europe-Middle East-Africa
(EMEA) and Asia Pacific (ASPAC). Countries under EMEA and ASPAC region form
the emerging market group of Citibank. Bangladesh is a part of the ASPAC region with
17 other countries and constitutes the highest growth region for the group as a whole.

City Bank of New York (1812) National City Bank (1865) Citicorp (1974)
Citibank N.A. (1976)
Travelers (1864),
Smith, Barney
Travelers Group (1993)
Citigroup (1998)

Citibank N.A Bangladesh
(1987)
1902 Open in Asia
History of Citi/Citibank in Bangladesh









Page | 5

2.3 Corporate History

For almost two centuries, Citibank has been at the heart of the United States and the
worlds financial system. Citibank is one of the few private institutions that have survived
since 1812, through wars, panics, depressions, good times and bad. One of the keys to
this long success has been its ability to develop innovative strategies to respond
creatively and effectively to opportunities anywhere in the world.

Citibank Corporate history can be divided into five eras:
The First Era (18121891)

In the 19th century, City Bank served as a common treasury for a group of merchants
with diverse business interests. By the early 1890s, however, City Bank was about to
become the largest bank in the world.

1812 Authorized capital of $2 million and paid-in capital of $800,000
1813 Paid City Bank first dividend
1865 Joined the U.S. national banking system

The Second Era (18921929)

City Bank ride an entrepreneurial burst into the front ranks of world finance and became
an all-purpose financial institution offering a diverse set of services to a large group of
domestic and international customers.

1893 Became the largest bank in the City of New York
1894 Became the largest bank in the U.S.
1897 First major U.S. bank to establish a foreign department; began foreign
exchange trading.
1914 First U.S. national bank to open an overseas branch


Page | 6

1915 Largest overseas branch network of any U.S. bank
1919 First U.S. bank with $1 billion in assets
1928 First major American bank to offer unsecured personal loans to consumers
1929 Became the largest commercial bank in the world
Source: www.mycitistory.com


The Third Era (19301960)

City Bank weathered the Depression and the age of regulation that followed.

1936 First bank offer consumers checking accounts with no minimum balance
1941 Over 1,800 City Bankers served in World War II; 55 lost their lives
1945 Handled more than $5.6 billion in U.S. Treasury securities in a series of
War Loan and Victory Loan drives.
1956 Installed first computera Burroughs EIOIin commercial loan operations
Source: www.mycitistory.com

The Fourth Era (19611990)

The mid-century era began when Citibank introduced the negotiable certificate of deposit
(CD). The CD changed Citibank and the entire banking industry.
.
1961 Invented the negotiable certificate of deposit (CD)
1965 Entered the leasing business and the credit card business
1968 First National City Corp. become parent of First National City Bank
1974 Citicorp became the name of the First National City Corporation
1976 Citibank became the name of First National City Bank
1977 Introduced ATMs for the first time used for more than emergency cash


Page | 7

1979 worlds leading foreign exchange dealera position maintained today
1982-84 S&L acquisitions in California, Florida, Illinois and Washington, D.C
1985 Introduced Direct Access, linking personal computers in homes & offices
1987 Introduced unique touch-screen automated teller machines in N.Y & HK
1989 Became the leading issuer of securitized credit card receivables
Source: www.mycitistory.com

The Fifth Era (1991Today)

While the early 1990s were years of deteriorating financial conditions, by the mid 1990s
earnings had been restored, dividends reinstated and increased above the previous high,
capital rebuilt, and ratings revived.
Source: www.mycitistory.com
1992 Completed Five Point Plan to rebuild capital, reserves, and earnings
1993 Launched Windows on Risk to assess Citicorps aggregate risk profile
1994 Opened first fully foreign-owned commercial bank in Russia
Celebrated 20th anniversary of the Consumer Banking Group 1995
Opened first full service branch in Beijing, Vietnam and in South Africa
1996

Had largest number of credit cards in Asia
Citi Microfinance Group, Citi in Bangladesh, and other partners, closed on
local currency microcredit securitization for BRAC.
1998 All Citicorp and Travelers Group divisions merge to become Citigroup
2007 Citi losing $8-11billion several days after Merrill Lynch announced bankruptcy
2007 Charles Prince quit as the chairman and chief executive of Citigroup
2008 Citigroup was forced to seek federal financing to avoid collapse. The US govt
provided $25 b & guarantees to risky assets to Citigroup in exchange for stock.
2009 Citigroup announced that it was splitting into two companies, the idea behind is
Citigroup can dump "the dead weight" on Citi Holdings, allowing the prime assets
of Citicorp to operate away from that of the toxic assets.


Page | 8

The Units operating under the Red Umbrella
Signifying the unity under the same parent group include;
Citi bank
Before the merger took place in1998, Citicorp had a number of organizations under Citi
of which Citibank constituted of 90% for the business. Owing to a banking rule that not
more than 10% of deposits can be invested in equity, Citibank was restricted in such
ventures. Citibank investment limited was there for equity investments other than these
the group also included some other organizations: Citibank overseas software limited,
files that served other than Citibank units, Citi Banking Corporation etc. The travelers
group likewise had Salomon Smith Barney, prime Rica etc. that dealt with insurance,
investment services etc.
Citi bank has presence in more than 104 countries world wide. It delivers a wide array of
banking lending and investment services to individual consumers, as well as to small
businesses with up to $10 million in annual sales. Citibank offers a full range of financial
services products to serve the needs of small and large corporations, governments, and
institutional and individual investors. The financial center network of Citibank is wide
and comprises of local Offices complemented by electronic delivery systems, including
ATMs and the World Wide Web.
Specific products and services include basic banking accounts, investment services
through Citicorp investment services, citi term life insurance, citi phone banking, and
citigold accounts, which integrate banking, borrowing and investing services. Client
financial analysts are available in Citis financial centers.
At the time of merger, it was not legally allowed that a bank and insurance company
came especially through on of the most outstanding mergers of the decade-between
Citicorp and Travelers group that created the Citigroup



Page | 9

Travelers
Travelers is a leading provider of a full range of insurance products and services.
Through travelers, citi group has become the principal source of homeowners and auto
insurance for consumers with more than 5.3 million police in force. Travelers
commercial lines offer a broad range of insurance for commercial markets, including
workers compensation integrated disability, property, liability, specially lines, surety
bonds, inland/ocean marine, and boiler and machinery.

Salmon Smith Barney
Salomon Smith Barney counts among its client base affluent individual investors, small-
to-mid-sized businesses, as well as large corporations, non-profit organizations and
family foundations. Through its team of more than 12000 financial consultants in more
than 500 offices, the firm services more than7.1 million client accounts representing
nearly $1 trillion in client assets It is also one of the nations leading providers of defined
benefit and defined contribution plans, as well as corporate stock plan services and
administration.

Primerica
With more than 100000 full and part-time representatives, primerica is the largest
financial services marketing organization in North America. Primerica offers consumers
an array of financial services and products, Including term life insurance underwritten by
Primerica life. The company also markets other Citigroup products, including Smith
Barney mutual funds, Travelers Insurance company annuities, and Citi financial loans
and mortgages.



Page | 10

The Citibank N.A Groups three shared responsibilities:

Responsibility to clients
Clients first, provide superior advice, products and services and always act with the
highest level of integrity.

Responsibility to each other
Treat its teammates with respect, champion of its remarkable diversity, share the
responsibility for Citis successes, and accept accountability for its failures
.
Responsibility to franchise
Put Citigroup long-term interests ahead of short term gains provide superior results for its
shareholders respect the local culture and take an active role in the communities.

Key Business Values of Citibank N A

The highest personal standards of integrity at all values
Commitment to truth and fair dealing
Hand-on management at all levels
Openly esteemed commitment to quality and competence
A minimum of bureaucracy
Fast decisions and implementation
Putting the Groups interests ahead of the individuals
The appropriate delegation of authority with accountability
Fair and objective employer
A merit approach to recruitment/selection/promotion.
A commitment to complying with the spirit and letter of all laws and regulations
The promotion of good environment to the welfare and development of each
local community.


Page | 11

2.4 Citibank, N.A, Bangladesh
Citibank, N.A. started its operation in Bangladesh in 1987 with a small representative
office. Then the bank performed limited correspondent banking, L/C confirmation and
credit appraisal for Citibank offices in Hong Kong, Singapore and India.
Bangladesh Franchise Growth
1987 1995 2009
Headcounts 1 6 179
Infrastructure:
Branches Service Outlet OBU Outlet (EPZ)
Dhaka- Gulshan Uttara Chittagong EPZ
Dhaka- Motijheel Dhaka EPZ
Dhaka- Dhanmondi Adamjee EPZ
Chittagong
Milestone in Bangladesh:
1987 Commencement of representative office
1995 Commencement of full fledge bank Branch
2000 Opening of second Branch in Agrabad, Chittagong
2003 Opening of third Branch in Gulshan, Dhaka
2006 Opening of fourth Branch in Dhanmondi, Dhaka
2006 Opening of booth in Dhaka Export processing Zone(DEPZ)
2007 Opening of booth in Chittagong Export processing Zone(CEPZ)
2008 Opening of booth in Adamjee Export processing Zone(AEPZ)
2009 Opening of Uttara Service outlet



Page | 12

2.5 Structure of Citibank, N.A, Bangladesh
Citibanks operations encompass Corporate Banking, Global Transaction Services,
Financial Institutions and Sales and Trading (Treasury) under the Global Corporate and
Investment Banking (CIB) umbrella. Other departments, which can be termed as support,
are Operations and Technology, Credit Administration, Financial Control, Human
Resource and Compliance.

Following is a small description of the departments,
2.5.1 Corporate Bank

The corporate banking unit offers one-stop solution combining lending and advisory
services, treasury, cash management, trade services and structures finance to meet the
specialized requirements of the customers. The three units within the corporate banking
group are Top Tier Local Corporate (TTLC), Global relationship Banking (GRB) and
Structured Finance. GRB managers deal with the multinational companies in Bangladesh
with whom Citibank has global relationship. TTLC managers bank with Bangladeshi
incorporated companies considered to have sound business proposition with a proven
track record of growth. The industries of focus in this segment are pharmaceuticals,
electronics, distribution, textiles and apparels, consumer goods, steel and high value
commodities. Structured Finance offers Export and Agency Financing (EAF),
Infrastructure and Energy Financing (IEF) and Syndication facilities.
2.5.2 Global Transaction Services (GTS)
This department is responsible for Citibanks global products and their sales in the
Bangladeshi market. Its construct is as follows,
a. Cash Management services
b. CitiDirect Online Banking
c. Trade
d. Agency and Trust


Page | 13

The trade services offered by the bank has an advantage of large global correspondence
network, but its restriction of US trade laws limit its market by every new US trade
sanction issued by the US Government which is in most cases not in line with
Bangladeshi trade scenario. But the other three services are really unique features of
Citibank, N.A. Bangladesh. The Cash Management service it offers. This bank claims to
be the pioneer in this service in Bangladesh as well as the world. Cash management
services basically offer clients with sales collection and payment management solution.
This provides businesses with structured liquidity and in essence cost savings generated
from less interest payment on credit line.

The electronic banking platform of Citibank is very unique because, in all the online
banking services offered by both local and foreign banks in Bangladesh; this is the most
integrated system. This platform can practically eliminate the need for manual client
instructions related to fund transfer, payment initiation and balance enquiry. But, this
application could not be utilized to the full because of Bangladesh Bank regulations.
Bangladesh bank rules still does not recognize any form of digital approval or signature
as valid for banking transaction in the Bangladeshi judiciary system.

Agency and Trust is another exclusive client service of Citibank N.A. that facilitates
various types of complex financing solutions. This platform is sued to facilitate large
cross-border investment deals. With this product solution Citibank has financed or
organized syndication for the set-up of all major telecommunication deals of Bangladesh
which include names like GrameenPhone and Telekom Malaysia International.

2.5.3 Financial Institutions
The Financial Institutions (FI) department caters to the needs of various banks and non-
bank financial institutions. The target market of this department also includes NGOs,
Not-for-profit organizations and diplomatic missions. The core product is the
correspondent banking services. It also offers various electronic banking services


Page | 14

enabling FI clients to perform large domestic and international transactions with proper
efficiency and security.
2.5.4 Treasury Sales and Trading
Citibank, N.A. Sales and trading desk offers treasury products to the customers. These
include:
1. Foreign Exchange Rate
Ready and spot rate
Forward rates
Currency swaps
2. Money Market and Fixed Income Rate
Overnight deposits
Term deposits
Discounted securities
Repo/Reverse repo
Purchase/sale of Government Treasury Bills and bonds

2.5.5 Other Departments
Other support departments are not front end operation of the bank but they provide the
real backbone of offering the unique service that the bank claims to be its signature trait.
Within the support team most important is the operations department of the bank where
the total service level promised to customers are determined.
Another unique feature of this bank is its compliance department because it has to follow
the following job every day,
a. Abide by all applicable US laws in terms of trade services, banking relationship
and money laundering.
b. Abide by all Bangladesh bank rules because law of the land of operation is
surpassing.
Compliance department strives to comply with all these applicable regulatory must dos
through its vigilance because any violation of any of the governing may result in banking
license cancellation.


Page | 15




,








Figure: Organizational Hierarchy Chart of CITI NA, Bangladesh







Page | 16

2.6 Citibank N.A, Chittagong
Citibank, N.A., Bangladesh has opened its second branch in Chittagong on May 11, 2000
Agrabad C/A, Chittagong with only six (6) employees. Subsequently the branch become
an active member of Chittagong clearing house and obtained AD license to deal in
Foreign Exchange. The branch is equipped with modern computer facility and is 24 hours
online through a 128K VSAT link to Singapore. This makes the branch capable of
processing all sorts of transactions i.e. L/C, Funds Transfer on the same day basis and
transmitting them almost instantaneously. Although appears very small, the branch is
offered the following products and services to its customers through leveraging its
regional processing centers, state of the art computer systems and experienced human
resources:
1. Cash & Teller Services
2. Savings, Current and STD Accounts
3. Clearing
4. Travelers Check
5. Funds Transfer
6. DD / Pay order
7. Letter of Credit
8. Guarantee
9. Import Loan
10. Working Capital Loan
11. Export Bills Discounting
12. Corresponding Banking Services
Strategically the branches mainly provide services to top tier corporate clients and bank
branches for corresponding banking services. The bank recently has embarked on rolling
out consumer banking and aiming to launch the same by 1
st
quarter 2003.

Presently the branch has extended credit facility to few clients in ready made garments
(RMG) sector, trading houses and industrial conglomerates. The bank is fully geared to
expand its business in Chittagong in the near future.


Page | 17
















Organogram of ctg















Page | 18

2.7 Product and service
Overdraft and short- term loan product
Short- term funding through;
Overdraft ( credit facility that enables clients to meet any temporary deficit)
Short-term Loan( a loan granted for an agreed period of time )
These funding methods can be used to finance business specific needs such as working
capital.

Trade services
Citi Bank N.A covers the entire spectrum of trade services for the both imports and
exports.
Imports
Letter of Credit
Issuance of shipping Guarantees
Customer Liabilities Acceptance
Endorsing Of Copy Documents
Exports
Bill Negotiation
Bill Discounting
Export Collections
Export Financing



Page | 19

Ready- made Garments Exporters Finance
The vendor marketing program (VMP) offers trade services and financing to qualified
vendor who export to reputed international buyers. Main Product offerings are short-term
trade related facilities for pre-export and post- export financing required by vendors for
achieving efficiencies in their trade flow cycle. In order to qualify for participation,
vendors must be an exporter of garments to reputed international buyers in USA, Europe
and Asian regions subject to citi bank Bangladeshs acceptance criteria.
Structured Finance
Structured Finance deals specific area like Export & Agency Finance (EAF),
Infrastructure & Energy Finance (IEF), Syndication etc. by combining world class
investment banking and commercial banking services. Drawing on its global expertise,
Citibank offers to its customers a full range of customized financial solutions.
Credit structures enhanced by export credit agencies
Commercial paper or fixed income securities
Syndicated loans
Project finance
Agency & Trust
Agency & Trust is an exclusive client service of Citibank N.A that facilitates various
types of complex financing solution. This service takes of cross border or large size deals
and provides you with,
Controlled counterpart risk
Experience , superior service and flexibility
One-stop transaction support for merger and acquisition
Local presence and global debt raising capability
Flawless execution resultant of wide experience


Page | 20

The facilities provided in Bangladesh are




Trustee, paying agent, calculation agent, bond
analytics, investor reporting , tax reporting.
Project Finance
Merger &
acquisition
Global loans
Security trustee, collateral agent, trustee, escrow
agent, depositary, accounts bank.
Collateral agent, account bank
Custodian, tender agent, escrow agent, registrar,
exchange agent
Structured Finance


Cash management
Citigroup brings cash management solutions unrivalled among banks. No one else has the
global capabilities and nor provide tailored to meet clients specific requirement. Citi is
highly attuned to clients needs and responsive in its actions. To stay ahead of the
competition, clients choice clear make the change to citi group and start reaping the
benefits right away. No one is better positioned than Citigroup to develop effective cash
management solutions in Bangladesh.
Speedcollection- receivable management solution
Citigroups receivable management solutions use various collection channels to collect its
clients receivables quickly and at reduced cost, delivering customer information through
variety of reports using secure online banking platform. Citigroups speedcollect helps
clients collect and manage local receivables across Bangladesh in simple and efficient
way for better control and cash flows.




Page | 21

Paylink-payable management solution
Citigroups payable management solutions improve productivity, security and control
across client entire payments processing. Citigroup has the strength and vision to address
its clients payments requirements both now and into the future. Paylink offer a secure,
efficient and flexible solution for managing domestic local currency payments. With
ContiGroups comprehensive payable management solutions, customer can outsource all
non-core payments processes and free up skilled to focus on business development.
Citibank leverages its global network and world class technology to bring in
remittances by non- resident Bangladeshis from overseas in a fast and reliable way and
delivering the drafts in Bangladesh through dedicated courier network. Citibank has
dedicated remittance professionals and customer service lines to answer queries of
customer.
Accounts services
Citibank N.A brings to a simple and convenient way to mange clients everyday banking
needs. The bank offers its clients superior MIS facility along with various investment
option for clients idle balances taking care of entire daily banking requirement. For
Example now they are introduce below facilities for its clients;
SMS Alerts ( balance inquiries )
Automated daily email statement
Automated fund transfer among the accounts
E-Solutions
Customer can carry out all his/her banking operations from anywhere around the world
with your connectivity to CitiDirect online banking of Citibank. It has award winning,
web based delivery platform which is recognized worldwide in over 100 countries. The
operation in this platform is flexible, secure, and cost effective with a capability to take
care of all customers needs.


Page | 22

CitiDirect online banking is a complete package for clients managing cash collection and
payment related transaction. It covers the process of payment from beginning to end as
creation of payment instruction and authorization of the instruction which reaches
Citibanks end instantly for processing. In todays world of decentralized operations, this
web platform offers the facility of remote authorization from any location. CitiDirect
helps for account reconciliation where clients get the real time account statement.
The trade service facility offer to track clients trade documentation and letter of credit
status in different transaction stages. It brings to customer the unique features of ;
Customized reporting formats at clients request
Availability of saved reports both in the internet and in clients e-mail
account
Consolidate real-time transaction capabilities
Remote authorization and alert function
Wide range of import and export related trade services
Dedicated and experienced implementation managers assistance

Issuance of guarantees

2.8 Mission of the Citibank N.A

The mission of Citicorp is to be the most competent, profitable, and innovative
global financial services institution in the world. Our actions, behavior, and services
must always be compatible with:
The highest standards of integrity, and
Its obligations to customers, employees, stockholders, and the public




Page | 23

2.9 SWOT Analysis

From the SWOT analysis we can find out the scenario of the Citibank, A. The strength,
weakness, opportunity and threats of Citibank, A. will help us to make conclusion of this
report. The strength, weakness, opportunities and threats are mention below:

INTERNAL FACTORS EXTERNAL FACTORS

Strength
Good reputation in banking sector
Sufficient assets and liquidity
Existence of strict and standard procedure
Harmonious lender (bank) and borrower
(client) relationship
Experience manpower in foreign exchange
department
Online banking facilities
Clients reliability on Citibank is growing
day by day
Low rate of bank Charge



Weakness
Lack of Employee
Lack of young, energetic and talented
officers
Lack of Proper advertisement of the
products and service


Opportunities
Can introduce more new and attractive
scheme
Can set a competitive interest rate or
bank charge
Has global market reputation

Threats
Changes of foreign exchange rate
Changes of Govt. policy for Foreign
Exchange Business
Intense competition in banking sector
Competitors offer more attractive
services to the customer
High tax and vat on import and export
transaction




Page | 24












Job Part








Page | 25

3.1 Description/ nature of the job:
Global Transaction Services (GTS)
This department is responsible for Citibanks global products and their sales in the
Bangladeshi market. Its construct is as follows,

e. Cash Management services
f. CitiDirect Online Banking
g. Trade
h. Agency and Trust
i. Client delivery system

The trade services offered by the bank has an advantage of large global correspondence
network, but its restriction of US trade laws limit its market by every new US trade
sanction issued by the US Government which is in most cases not in line with
Bangladeshi trade scenario. But the other three services are really unique features of
Citibank, N.A. Bangladesh. The Cash Management service it offers. This bank claims to
be the pioneer in this service in Bangladesh as well as the world. Cash management
services basically offer clients with sales collection and payment management solution.
This provides businesses with structured liquidity and in essence cost savings generated
from less interest payment on credit line.
The electronic banking platform of Citibank is very unique because, in all the online
banking services offered by both local and foreign banks in Bangladesh; this is the most
integrated system. This platform can practically eliminate the need for manual client
instructions related to fund transfer, payment initiation and balance enquiry. But, this
application could not be utilized to the full because of Bangladesh Bank regulations.
Bangladesh bank rules still does not recognize any form of digital approval or signature
as valid for banking transaction in the Bangladeshi judiciary system.




Page | 26




Source: Citibank N.A Bangladesh
Global Transaction Services








Page | 27

Organogram of GTS Department


GTS









Sales
Product
Client
Delivery
Cash Trade TTLC PSG GSG
Electronics
Banking
Implementation FI
Service
Remittance
service
Corporate
Service










Page | 28

Client delivery service (Citiservice)
Citi service is an integrated customer inquiry unit dedicated to providing customer easy
access to accurate answers in the shortest possible time. Presently client delivery service
is responsible for all after sales queries received from Citis FI, corporate, trade & cash
management, service management and relentless service-delivery.
At Citiservice it has been a constant endeavor value added service for its esteemed
clients. GTS team of service oriented personnel is providing with speedy and accurate
query resolution. Here every officer is conscious of the importance of timely delivery of
information to clients. Since Citibank N.A inauguration in Bangladesh in 2002
Citiservice has covered wide range of areas and has become a single point of contact for
FI/corporate clients. Citiservice uses Citis web based query tracking system and all
client queries are promptly answered and escalated if needed for resolution. Outstanding
ageing items are regularly monitored. Citiservice professionals conduct regular service
reviews with premium clients to anticipate service issues and ensure full client
satisfaction.
The citiservice model is a strategic project which improves the marketability and service
of Citis product portfolio. Among its features are:
Citiservice covers all Citibank products.
Citiservice representatives resolve enquiries in 1 day.
Powerful technological infrastructure supporting Citiservice including multi-
tasked environment, access to bank applications, internal messaging system
and fax gateway, automatic call distribution system and automated query
handling systems.
Structured service reviews with customers.
Structured and formal relationship with its internal suppliers assuring 100% of
standards accomplishment.



Page | 29

Citiservice - Scope


Citiservice is equipped with adequate number of telephone, facsimile lines and have
employed dedicated staff trained with complete knowledge of all products & services.
Citiservice officer represents a team of experts brought together expressly to offer clients
centralized service. These Citibank specialists have all made a commitment to handle
clients investigations or solve the problems with optimum speed and maximum
efficiency.

Citiservice representative has been carefully trained to handle a comprehensive range of
inquiries. Cutting-edge systems enable the Citiservice officer to access on-line customer
information as and when necessary .Citiservice Representatives (CSR) have always been
in the forefront to respond to all kinds of regulatory updates, changes in interest rates and
to provide information on new products being launched by Citibank N.A.

Citiservice has a customer call program whereby CSR's make frequent visits to get
feedback and offer solution for recurring customer requests, give a solution and a
delivery date to complaints made by customers, analyze the products the customer is
using and give advise on how to optimize their use and detect new products the customer
may be interested in contracting. Ongoing research is conducted by means of surveys and
feed backs to understand and anticipate the changing needs and expectations of customers
in order to provide prime and quality service. Citi provide dedicated after sales service,
only for corporate accounts (Current, SND, Margin Account, ERQ, IENC Account)




Page | 30

Benefits of Citiservice


Quick and accurate response to client inquiries
Regular updates on the status of client inquiries
Easy access to Citibank experts
Readily available product knowledge and technical support
One phone number for fast efficient service

Corporate enquires handles by citiservice are including:
General product information
Balance and statement inquiries
Transaction investigations
Requests for technical support
Information on banking practices
Arrange for cheque leaf









Page | 31


3.2. Specific responsibility of the job
Citiservice coverage area
Citi service coverage all of its customer service inquiries for the following products:
Account Services
Delivery the Loans and Advances report
SAMBA Remittance queries inquiry
Provide daily transaction statement
CitiDirect Online services
Cash Management Products & Services
Fill Up the GMTA & CSE Form so that client can easily transaction big
amount of money
As service assistance I need to work for all above services, which are briefly discuses
below:

SAMBA remittance Queries
Citibank N.A is using citi remittance management system (CSRM) software to maintain
the whole activities of foreign remittance, where they get those remittances only from
Saudi American bank (SAMBA), Saudi Arab. This remittance comes in Bangladesh by
the name of speed cash. Citibank sent those funds directly to beneficiary account. Most of
the case they are bound to transfer the fund within 3 (three) days. But due to poor
communication of our country as well as poor facilities of bank some times it takes too
much time to credit the fund beneficiary account. Whenever these processes take times
the tension for fund grew to remitter & beneficiary. Remitters claim to SAMBA not to
credit the fund. Accordingly SAMBA giving queries to Citibank N.A Bangladesh and ask


Page | 32

for instant reply. These queries come in Bangladesh Citibank N.A through Citi remittance
management system (CMRS) where they sent daily tracer with some queries, moreover
in case of emergency they sent e-mail or phone to Citibank Bangladesh. One thing is
mention that all the SAMBA queries are solved by the Citibank N.A Chittagong branch.
Here everyday citiservice need to download the tracer request and communicate with
relevant parties to solve the problems. Moreover update the draft status in CRMS or reply
the draft status to remitter, beneficiary and SAMBA by phone or e-mail.
Most of the case fund credited in due time. But some times fund is not credited due to
beneficiary bank lost the draft, or holds the draft at their end or sent the draft for
collection. However if the beneficiary bank situated in the clearing zone than it takes
maximum 2-3 days , band outside the clearing zone it takes 10-12 days depends on
communication system .
To fast this system Citibank N.A open so many accounts in outside the clearing zone
bank which known as correspondent bank. Now Citibank N.A using Four banks as a
correspondent bank. They are Sonali bank, Agrani Bank, Islami bank Bangladesh ltd.,
and AB Bank ltd.
All the draft sent to beneficiary bank through Citibank N.A courier- One Express Ltd,
Where courier delivery the draft with in 3 days or 72 hours. But some times it takes more
time because of poor communication of our country.
If beneficiary bank deny to receipt after delivery draft then citiservice sent them Proof of
delivery (POD-sample copy given appendix) copy, Where as beneficiary bank officer
gave signature and date. Accordingly beneficiary bank (drawee bank) credit the fund to
beneficiary account.
Query Response time
In Citi remittance management system (CRMS) service manager need to lock whole
queries with in a day. But whenever any call came to me, usually I took 1 hour to reply


Page | 33

the query, any kinds of e-mail queries also solved by one day. If number of queries
increases than it took time to solve the problems but it is not more than two days.
Account Services
Citi bank N.A maintains 4 types of account for its clients. However Citibank only focus
on corporate account rather than personal account. They have no fixed amount of interest
rate, charges, they fixed it by negotiating with the customer that we called the customer
focus based pricing. Every year they update the status of account, through doing e-cadd.
Moreover they introduce SMS alert, e-banking, online services, e-mail facilities for
customer benefits. In a word they want to offer best service to its customer. If customer
found any problem in balance sheet, citiservice solve the problems by taking correction,
reconciliation, or give proper reason. Moreover sometimes customer needs bank
certificate, solvency certificate, this time citiservice provide these types of services for its
customer.

Query Response time
Straightforward requests for information, such as balance or statement inquiries, will be
answered immediately. More complex requests, such as transactions & requests for
action or investigations will be answered within standardized time frames (As per the
nature of the enquiry).

Loans and Advances
Citiservice provide the loan and advice statement to its all customers. Whenever
customer needs it they send a mail or phone to citiservice, Citiservice response the
queries with authorized person through email, fax or phone as early as possible.


Page | 34

3.3Critical Observation
Dealing with customer especially foreign people is not an easy work. Citiservice officer
always deal with different clients like:
1. Corporate people
2. SAMBA
3. Remitter,
4. Beneficiary
5. Beneficiary bank
6. Correspondent bank,
7. Courier
9. Citi remittance department,
In the remitter part citiservice face problems vigorously. Where remitter always phone
and told where is my fund. Most of the remitters are not well educated so it was so tough
for citiservice to understand the problems. Moreover remitters even dont know what
draft is. When we reply them that draft send to beneficiary bank, they actually thought
that money sent to their bank. But there is a step of collection or correspondent bank
which they dont want to understand.
The main problems of this job are repetition of the queries, and reporting it different end
for example: reports to SAMBA, Remitter, Beneficiary as well as update the CRMS
System which is so complicated.
Whole works are done by the only one person. So it is hazardous for a person to solve
lots of queries as well as provide corporate services alone.


Page | 35

3.4 Recommendations

It is one of the objectives of the reports to point out the problems of Citibank especially
in citiservice and recommend possible solutions for those problems. Discussing the
problems with local bank officials as well as Citibank officials develops these
recommendations. However, the effectiveness and acceptability of these
recommendations depend on the approach of Citibank. It means whether Citibank wants
to be the major shareholder in correspondent banking market of Chittagong by adopting
an aggressive approach or whether it wants to be moderate shareholders by adopting a
conservative approach. Whatever be the approach Citibank should rethink about
customer satisfaction. The following recommendations will be effective if wants to be the
market leader like what SCB is at present in corporate service.

Restructuring Promotional Policy
We have seen that Citibanks competitive advantages are prompt service, technological
advancement and a very good international network. . Despite that it has failed to capture
major portion of market share. At present SCB is the major shareholder in Corporate
Banking market and its competitive advantages are flexible service, better
communication flow, ability of representatives, better training programs etc. The
comparison of competitive advantages between SCB and Citibank indicates that has
occupied major shares for its ineffective competitive advantages in correspondent
banking. Citibank should restructure its competitive advantages by focusing more into
what the clients prefer most for a Corporate Banking. According to our survey, flexibility
of service is the mostly preferred factor.

Ensuring Flexibility of Services
The arrangement of services should be more flexible .Now question is to what extent it
should be flexible. There are certain rules and regulations regarding Corporate Banking
services, which are strictly maintained in Citibank. For example, no Advance
confirmation is given if the L/C exceeds the credit limit. There are many other cases
where Citibank is inflexible. This inflexibility affects customer preferences. When
Citibank refuses a local bank for an Ad confirmation due to inadequate credit limit, it


Page | 36

goes to another Corporate Bank such as Standard Chartered Bank. If SCB accepts that
offer, naturally a sense of privilege develops in favor of SCB by the local bank. After that
if the local bank have to do any further Ad confirmation its first preference will be SCB
although it does not cross the credit line of Citibank. It is just because of flexible service
of SCB. Thus Citibank should redesign their operating policies in such a way that can
ensure customer satisfaction.

Ensuring Better Internal Communication
As well known Citiservice is based on a broad network over various countries. In the
processing of a Correspondent Banking service there are two parts of Citibank involved
here. One is the Bangladesh part from where it is processed and the other is that countrys
part to which it is processed. It can be New York, London, Hong Kong, and Tokyo etc. It
depends on where the L/C is being advised. So the other side is not cooperative it would
be difficult to provide information about query and investigation of the customers. As the
Citibank Chittagong branch covers a very small portion of whole Citibank business, it is
given less attention. For this reason, any query and investigation of customers takes
longer time to be replied from the other side. So, a clear and uniform regulation should be
made for FI operation throughout all branches, which will ensure proper communication
flow.

Restructure the delivery system
Presently Citibank N.A using only one courier to delivery its all kinds of speed cash
instruments. It would be better to appoint different courier for different area. So that
whole process will be more flexible.











Page | 37















Project Part





Page | 38


4.1.1 Objective of the Project
Internship topic mainly focuses on the citiservice of the Citibank N.A. The major
objective of this study is to earn practical knowledge and experience on foreign
remittance dealings, i.e. on SAMBA Bank remitter draft status.
To know the foreign remittance operation in a world class commercial bank.
To understand the hazards of international money transfer.
To know the process of coming foreign remittance
To understand the documentation procedure of a foreign bank
To get some knowledge about correspondent banking.
To get some knowledge about beneficiary banking.
To know about resend draft.

4.1.2 Scope of the Study
Citibank N.A introduced gradually development in banking system particularly,
commercial banks and private banks. Main emphasis of the report is Client delivery
service in Citibank N.A experience from SAMBA Queries. This study covers the
following aspects of foreign remittance of a commercial-foreign bank.
The hazards of international money transfer
The methods of sending remittance
Financial & Commercial documents
Method of collection process
Method of payment process
Correspondent banking
Client delivery service
Process of reissue draft


Page | 39

Update the draft status in CRMS as well as over the phone or by e-mail
4.1.3 Limitations of the Study
To prepare this project I had to gather different relevant books, brochures, journals and annual
reports of the concerned banks. To prepare this paper I had to face the following constraints:
They are very strict regarding their flow of information to the external
environment. If sufficient data could have been availed, then the study would
have been more informative and useful.
The study was done only for the Chittagong branch. But in some cases they are
more dependent on Dhaka branch. As a result of this the implication of the
findings of the project will be applicable only within Chittagong.

4.1.4 Methodology
The study is conducted only on Citibank NA, Chittagong Branch as considering a sample bank.
For the purpose of analysis all the information in the study has been incorporated and collected
from both the primary, and the secondary sources. To finalize the study along with other methods
observation method is also used.
1. Primary Data
Most of the primary data have been collected through direct interview and discussion with all the
departmental in-charge.
2. Secondary Data
Duration of the internship program introduced me with various persons; most of the
bankers give me various financial papers, annual report, published bank document and
articles related with the Citibank N.A, foreign remittance draft, courier pod copy. I have
also collected national and international journal related with foreign remittance. I also
gathered information from internet sources. These secondary materials helped me a lot.


Page | 40


4.2 About Saudi American Bank (Samba)

Saudi American bank was establishing on 1980 by the Royal Decree, to take over the existing
branches of Citibank, N.A. in J eddah and Riyadh. Samba was formed in accordance with a
program adopted by the Kingdom in the mid-1970s, under which all foreign banks were required
to sell majority equity interests to Saudi nationals. Citibank acquired 40% of the equity in
exchange for assets of its Riyadh and J eddah branches. Citibank entered into a Technical
Management Agreement under which it agreed to manage the new bank. This agreement
provided that Citibank would second staff to the new bank and provide technical support and that
it would not receive compensation for these services other than as a shareholder.

End of 1991, Citibank sold part of its equity ownership in Samba to two Saudi national agencies
for social welfare. As a result, 70% of the share capital of Samba was held by Saudi nationals and
institutions while Citibank retained 30% ownership of the share capital of Samba. On J uly 3,
1999, Samba merged with the United Saudi Bank. The merged bank retained Samba name and
there was no change in the composition of the Board of Directors. The merger did not affect the
Technical Management Agreement with Citibank. This resulted in Citibank holding 22.83% of
the merged bank shares. However end of 2002, Citibank sold 2.83% of its shareholding to a Saudi
agency. As a result citi bank held 20% of the share capital of Samba. On May 26, 2004, Citibank
sold its 20% share capital to a Saudi agency.

Samba was the first Bank to offer Priority Banking, Phone Banking, Credit Shield, Saving Linked
Insurance, and Cash Deposit through ATMs, Speed Cash Remittance Service and Automated
Signature Verification. It was also the first bank to establish a dedicated Investment Department,
introduced the first local equity fund and the first fund, (SAIF), open to overseas investors and
listed on the London Security Exchange.

Samba sent their remittance to Bangladesh Citibank N.A through 33 branches. The sender of the
remittance is Bangladeshi worker .To sent remittance they need to open an account in Samba
bank, and bank give them remitter account number (RAN). Whenever they send remittance
samba give them a 17 digit remitter reference which help to identify the relevant information on


Page | 41

foreign remittance. As per SAMBA instruction Citibank N.A Dhaka issue the draft in favor of
beneficiary account.
4.3 Remittance Payment system

Money
transfer

Remitter
Send
remitt
ance

SAMBA

Citi bank N.A

Issu
e the
draft

Beneficiar
y
Bene/ corr
Bank
Account
Collection
fund

Below briefly discus about this payment system and its parties:

Page | 42

4.3.1 Correspondent banks

Sonali bank
Sonali Bank is a state-owned commercial bank in Bangladesh. It is the largest bank of the
country. Sonali Bank has a total of 1297 branches. Out of them, 488 are located in urban
areas, 696 in rural areas, and 2 are located overseas. It also operates the Sonali Exchange
Company Inc. in USA and Sonali Bank (UK) Ltd., United Kingdom, to facilitate foreign


Page | 43

exchange remittances. Citibank N.A using more than 500 branches as a correspondent
banking unit or maintain nostro account.
Agrani bank
Agrani Bank is a state-owned commercial bank of Bangladesh established in 1972.
Agrani Bank Limited is a leading commercial bank with 867 outlets strategically located
in almost all the commercial areas throughout Bangladesh, overseas Exchange Houses
and hundreds of overseas Correspondents. Citibank N.A maintains more than 250 nostro
account in Agrani Bank different branches all over the Bangladesh.

Arab Bangladesh Bank Limited (AB Bank)
AB Bank Limited, the first private sector bank was incorporated in Bangladesh on 31st
December 1981 as Arab Bangladesh Bank Limited and started its operation with effect
from April 12, 1982. AB Bank Limited has opened 77 Branches in different Business
Centers of the country, one foreign Branch in Mumbai, India and also established a
wholly owned Subsidiary Finance Company in Hong Kong in the name of AB
International Finance Limited. Citibank N.A maintains app 35 nostro accounts in AB
bank in different branches especially in Comilla, Hobigonj, and Narayanganj.

Islami bank Bangladesh ltd (IBBL)
Islami Bank Bangladesh Limited introduced unconventional way of banking business in
Bangladesh. The establishment of Islami Bank Bangladesh Limited is on March 13, 1983. Most
of the branches have online facility so that they can easily credit the fund quickly. It has more
than 500 branches in Bangladesh. Citibank N.A maintains app 60 nostro accounts in Islami
Bank Bangladesh ltd (IBBL) in different branches.




Page | 44

4.3.2 Courier
Citibank N.A use various communication media to faster its services. Basically they use
below five postal media to send their document. Most of the times they prefer private and
more secure postal system to send documents. Based on different purpose they use
different media. For example: For foreign remittance purpose they use Express One Ltd.
And other purpose like to send LC documents, different kinds of cheque book, statement,
and other foreign document they send through DHL.

Express One Ltd. is bound to deliver all kinds of foreign draft to beneficiary address or
beneficiary bank with in three days (being late some areas are considerable due to poor
communication like: Barisal, sandwip, Hobigonj, etc). Most of the foreign drafts send to
beneficiary bank. Sometimes draft send to beneficiary address, in this case beneficiary
deposit it in his/her account. Later beneficiary bank collection the fund and credit the
fund to beneficiary account accordingly.

Page | 45

4.4 Collection
Collection is a way of helping customers obtain their customer payments in the most time
efficient manner so that they can improve their liquidity and accelerate their cash flows.

4.4.1 Collection- Banking Infrastructures
(A) Banking system
In Bangladesh banking system consist of public, foreign, private, and specialized bank.


State-owned Commercial Banks
Banking sector of Bangladesh is dominated by the four public commercial banks, those
are: Sonali, janata, Agrani, and Rupali. About 54% of our total deposits are collected by
these banks. Total branches of these four banks are more than 4000.




Page | 46

Private Commercial Banks
Private sector banks are now doing better than state owned banks, because they are
providing diversified products and services. In Bangladesh there are 38 private
commercial banks operating there banking activities. Compare to state owned
commercial bank, private commercial banks collection process is faster and more
reliable.

Foreign Banks
In Bangladesh there are 10 foreign bank which mainly work for corporate and export and
import business and provide international standard quality products & services.

(B) Clearing system
In Banking clearing is the periodic settling of bankers' claims against each other in Bangladesh
Clearing system are shown
below:




Page | 47

In Bangladesh all sort of clearing like: cheques, drafts etc are clear by the Bangladesh bank . the
clearing zone basically divided into two separate parts ( 1) clearing zone , (2) non- clearing
Zone . With in the clearing zone it takes maximum 3 days to clear the financial documents under
the Bangladesh bank surveillance. In the clearing zone every day bankers meet twice a day.
Outside the clearing zone usually Sonali bank did the clearing process on the behalf of
Bangladesh bank.
(c) Constraints
SAMBA remittance inflows constraints are:


Above four factors are significantly effects on Citibank N.A remittance cycle systems. All the
constraints are discussed below:

Low level of banking automation
In our country all the state owned banks are not automated. So its collection process as
well as keeping accounts system still in note book systems. Moreover the overall
infrastructures of the banks are not satisfactory to its customer. If the banking system is in
online then fund transfer easily can be possible.


Page | 48

Poor Postal system
Government Postal system in our country is not efficient. GPO delay to deliver the postal
documents so that day by day it losses its image as well as trust. Only some private
courier service deliver their postal with in due time. Citi bank N.A always provides their
document by express one ltd. and DHL.

Poor communication
Our transportation system as well as communication system is not well developed. So it
takes time to deliver the document to other end.

(D) Issues in clearing:
Delays in receving credits
Uncertainty of payments
Reconcillation issues
High Fraud Potential
Administrative burden

4.4.2 Collection Products

Citiclear : when check payable in Citibank branch location and picked up in that
location is called as Citiclear collection

Citispeed: when check payable in a non Citibank branch location but picked up in
that location through correspondent banks is called Citispeed collection.



Page | 49



1. Paylink draft: violet color
2. Safe draft : Pink color
3. Speed cash draft : yellow color

Citicheck : when check payable in a location other than the center where it is
processed through Citibank N.A correspondent bank

Citicash: when Cash deposit at correspondent bank branches is known as citicash.


Citianywhere: when check payable in a location other than the centre where it is
payable and sent on collection directly to drawee banks is known as Citianywhere
collection system.














Page | 50

Process Flow diagram of Citispeed cash







Page | 51

4.4.3 Collection s --- A brief Idea:

Customers instruments are either picked by the appointed couriers/ coordinators or
Deposited by customer representatives to the correspondent banks or
Customer courier to Citibank directly along with the duly filled up deposit slips in all
cases
In case of citicash, the customer/ customer representative deposits cash directly at the
counters of the correspondent bank
Correspondent banks transfer the cleared funds to Citibank, Dhaka
Customer accounts get credited as per agreements

4.5 Citi Remittance management System (CRMS)
Citi remittance management system (CSRM) software is used to maintain the whole
activities related to foreign remittance. Through CSRM Samba send all its foreign
remittance. Samba sends 2 kinds of remittance like: 1.speed cash 2.Safe draft
All related draft which is come from samba is issued by Citibank N.A Dhaka Motijheel
Branch. Speed cash draft issued in favor of beneficiary bank and safe draft directly sent
to beneficiary address.
After issuing draft if any problems are found by the remitter, beneficiary, beneficiary
bank, or correspondent bank then they call or mail to citiservice. Everyday I need
download the tracer request (form given in appendix), where samba provide us some
queries with request code. Accordingly I opened speed cash remittance acknowledge
page to see the draft status.
One thing is mention that all the SAMBA queries are solved by the Citibank N.A
Chittagong branch. As a service assistant I need to communicate with relevant parties to
solve the problems. Here two cases, related to foreign remittance are given below which
were solved by the citiservice.



Page | 52

Case #1
Mr. x sent remittance from Samba on April 05, 2010 to Mr Y. Mr X sent a query to
citiservice Bangladesh on 15
th
of April using code 401(fund yet to credit). The amount of
the draft was 5 lac and beneficiary bank address was SCB Dhanmondi-2 branch. This
bank is under the clearing zone and need to credit the fund with in April 8, because draft
received by SCB on April 6 but 10 days passed fund yet to credit beneficiary account.
Then I was called to SCB foreign remittance and told them draft particulars but
remittance department of SCB did not respond properly. They told if Citibank sent draft
and we (SCB) received that draft than SCB must credit the fund accordingly. But he did
not check Mr. Y account.
After that I was phoned to encashment department to check whether the fund Ancash or
not, Where I found fund yet to Ancash. Again I called to SCB clearing branch which is
Motijheel branch, they told that they did not found such draft from Dhanmondi -2 SCB
branch. After confirming all issues, I sent POD (proof of delivery) copy by FAX. While
they found the draft they search the draft but did not found. And later they called to us
and told they lost the draft. I told them to send a GD copy to reissue the draft. After
getting the GD copy, Citibank N.A reissues the draft and fund was credited accordingly
on 25
th
of April.
By this time beneficiary called to us and confirmed the draft status. He also complains
against the officer who lost the draft.







Page | 53

Case#2
Mr. x sent remittance to Mrs. y on 10
th
February from samba bank, accordingly
Dhaka Citibank N.A issued the draft on 11
th
February to beneficiary bank (BRAC Bank,
Rangunia branch- Chittagong). BRAC Bank rangunia found name and account number
differ that means no account holder such name in their bank. In the advice copy
beneficiary phone number was mentioned so BRAC bank called to beneficiary and
handover the draft to them. Beneficiary bought the draft to Chittagong branch to cash the
draft, but this draft only payable to the account. However she sent it to Saudi Arab Mr.
X(remitter). Then a query came from Samba bank to confirm them that draft status. I
was replied them beneficiary name and account number differ & sent us correct
beneficiary information. By this time we instructed Brac bank rangunia to get back the
draft. But this time beneficiary denied to give that draft. She thought Brac bank officer
withdrawn the money and they wont get it. After I assured the beneficiary, they gave it
to Brac bank & accordingly Brac bank sent the draft to Citibank Motijheel branch.
Actually beneficiary has no account in BRAC Bank. She has an account in BRAC
(NGO). By this time the validity of the draft was over, so the fund back to Samba bank
15
th
of April 2010. Every draft valid for 60 days , if the fund remain uncollected by this
time then fund automatically return to samba bank.
Again 20
th
April beneficiary called to me and asked for her fund. I told her the fate of
draft and instructed the remitter to withdraw the fund from samba bank.

Most of the case fund already credited or draft yet to delivery, or in the collection
process. There are so many errors in account number, so draft hold at Bangladesh
Citibank N.A end. Sometimes error is found in advice copy, where beneficiary bank
address wrong or not clarified. There are also errors in spelling in beneficiary name or
one digit of account number missing that case draft back to Citibank end from beneficiary
bank. Citi bank N.A holds those drafts until correction message come from samba.


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Verbal instruction is not allowed in this process, everything must be written and
documented.

In the samba queries some parties play important role like: express one ltd. they deliver
the draft as well as give the draft delivery status in the CRMS. Express one ltd also sends
pod copy to citiservice, when beneficiary bank deny receipt draft. In case of emergency
they take care of send (deliver) draft on emergency.

Another party is beneficiary bank, if it is out of clearing zone then it need to collect the
money from correspondent bank. This time if drawee bank sent those draft by GPO, it
takes too much time to collect the fund. However Citibank instruct them to take phone
advice and credit the fund as early as possible.

Another important party is correspondent bank, where they need encashment slip which
citiservice arrange for sending it. Sometimes before encashment correspondent bank
phone to citiservice and confirmed the draft status.










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4.6 Analysis
4.6.1NumberofDraft

NumberofDraft

Instrument January February March April
SafeDraft 289 260 241 231
SpeedCash 3761 3281 3716 3525
Total 4050 3541 3957 3756

Findings
Citibank N.A receives remittance only from the KSA. In 2010 J anuary to April on average 3800
drafts sent to Bangladesh by Samba bank. Among the four months, Citibank N.A received highest
number of draft in J anuary. But after that number of draft decrease slowly. In the month of
February total amount of drafts decrease by 500 from J anuary. Above all number of draft is
satisfactory compare to other years.



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4.6.2Amount of the remittance:

Amount (tk)

Instrument January February March April
SafeDraft 17432772 17860764 17645358 17384111
SpeedCash 197239536 173046702 200388578 189334853
Total 214672308 190907466 218033936 206718964

Finding
In 2010 J anuary to April Citibank N.A received on an average Tk 200,000,000
remittance. It received highest amount of remittance in the month of March where they
receive Tk 218,033936. According to Bangladesh bank the inflow of remittance is
slightly decrease in the month of April, but its trend is not decrease. However among the
four months lowest amount of remittance was received by Citibank N.A in February.

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4.6.3Number of Query solve by citiservice
Numberofquerysolvebycitiservice
Instrument January February March April
SafeDraft 5 20 12 18
SpeedCash 284 262 561 370
Total 289 282 573 388

Finding
In 2010 first two months number of queries solved by citiservice on an avg. 290, but after
that number of queries sharply double from March to April are solved by citiservice.
This is happen because shortage of employee. If we compare with draft no then in march
after ever 8 drafts one query came from the remitter, which denotes fund is not credited
in due time .

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4.6.4Percentage of Query

% of query

Instrument January February March April
SafeDraft 1.730103806 7.692307692 4.979253112 7.7922078
SpeedCash 7.551183196 7.985370314 15.09687836 10.496454
Total 9.281287002 15.67767801 20.07613148 18.288662

Finding
Percentage of SAMBA queries are increase day by day. Where it was 9.28% in the
beginning of the month but at the end of the month of April it is 18.28%, which is
increase by 9%. Among the four month highest queries came in March. In March the
amount and number of draft is compare to higher than other months, so higher number of
queries came this month.

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4.7 Result & discussion
Foreign remittance is now leading income source of our country. But this process is not
being efficient until our communication system is developed, and banking system is
online. Overall our banking infrastructure is not well equipped both physical and human
resource. From the analysis part we can see that most of the queries come to Citibank
N.A due to not deliver the draft on time. If the delivery system as well as banking
collection process is not efficient then the actual benefit from the foreign remittance can
not be achieved. For that reason Remitter looks for the illegal way (hondi) to send their
money.
SWIFT (The Society for Worldwide Interbank Financial Telecommunication) makes it
quick and easy to send money to any country in the world, in any currency. So if samba
will use SWIFT to send money, then beneficiary can get it with in one day but this time
beneficiary bank also need internet facility. For SWIFT just need below three processes:
J ust provide SWIFT code receiving account details
Enjoy competitive fees and same-day transfers
Transfer any amount no maximum or minimum
In speed cash maximum 10 lac BD taka can be send, to send more than 10 lac then
Samba need to mail confirmation.
Overall people who are using samba speed cash, day by day they are losing their interest
due to not credit the fund on time. So Citibank N.A should focus on delivery system as
well as open more correspondent accounts (nostro account).







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5 Conclusions

Citibank N.A brings to a simple and convenient way to mange clients everyday banking
needs. Citiservice is among them a unique service department where they always try to
provide customer desire services. They provide both corporate, FI, foreign remittance,
internet banking, implementation etc services. Sometimes citiservice officer go to
corporate client office to negotiate and to know their expected services. Its modern
technologies and international network help to take competitive advantage over the
competitors.





















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6. Appendix

References

Book References:
1. Basudevan, S.V theories of commercial banking, Reading Materials on theory &
practices of banking (B-101) Bangladesh institute of Bank Management (BIBM)
2000.



Web Link:
http://www.transactionservices.citigroup.com/transactionservices/home/trade_svc
s/index.jsp
http://www.infodriveindia.com/Exim/Guides/Export
http://wikieducator.org/International_Finance/Payment_Methods
http://www.unzco.com/basicguide/c12.html
http://www.crfonline.org/orc/cro/cro-9-1.html
http://www.indianindustry.com/trade-information/popular-payment-methods.html
http://www.forexrealm.com/forex-for-beginners/forex-participants-01.html
http://www.forexrealm.com/forex-articles/forex-is-a-risky-business.html
http://www.finweb.com/banking-credit/foreign-exchange-office-vs-bank.html
http://www.frbsf.org/econrsrch/wklyltr/el96-27.html
http://www.thefinancialexpress-bd.com/2009/08/30/77560.html
http://knows.jongo.com/res/article/15128
http://www.bangladesh-bank.org