INDUSTRIAL TRAINING

FINAL REPORT

ORGANIZATION:

MAYBANK BANKING BERHAD (Taman Melaka Raya Branch)

225-227,
Jalan Melaka Raya 1,
Taman Melaka Raya 75000,
Bandar Hilir, Melaka.

DECEMBER SESSION 2019

PREPARED BY:

NAME : SITI AFIFAH BINTI SHAHIMI

MATRIC NUMBER : 11DAT17F1066

PROGRAM : DIPLOMA IN ACCOUNTANCY

DEPARTMENT : COMMERCE DEPARTMENT

MARKS
 INDUSTRIAL TRAINING FINAL REPORT

By:

SITI AFIFAH BINTI SHAHIMI

(11DAT17F1066)

At

MAYBANK BANKING BERHAD (Taman Melaka Raya Branch)

225-227, Jalan Melaka Raya 1,
Taman Melaka Raya 75000,
Bandar Hilir, Melaka.

This industrial training final report is submitted to

Commerce Department
To meet some of the requirements for
Assessment of Industrial Training and to be awarded
Diploma in Accountancy
POLITEKNIK MELAKA
8 December 2019 to 24th April 2020
th

i
 STUDENT CONFIRMATION

“I hereby admit that the final report on this industrial training is the result of my own ideas except for the
citation which I have explained the souce”

SIGNATURE : .........................................................

NAME : SITI AFIFAH BINTI SHAHIMI

MATRIC NUMBER : 11DAT17F1066

DATE : 31st March 2020

VERIFIED BY :

SIGNATURE : .............................................
REPORTING : JEFRY BIN MOHAMAD
MANAGER
COMPANY NAME : MAYBANK BANKING BERHAD (TAMAN
MELAKA RAYA BRANCH)
DATE : 31st March 2020
COMPANY STAMP :

ii
 ACKNOWLEDGEMENT

The internship opportunity that I had with Maybank Taman Melaka Raya Branch was a great chance
for learning and professional development. Therefore, I consider myself as a very lucky individual as I was
provided with this precious opportunity to be part of their “T.I.G.E.R” family. Besides, I am so grateful for
those people and the professionals whom led me throughout my internship period.

Before I go in deep, I would like to express my deepest gratitude and special thanks to the Branch
Manager of Maybank Taman Melaka Raya, Mr Jefry Bin Mohamad who in spite of being extraordinary
busy with his duties, took his time out to hear, guide and keep me on the correct path and allowing me to
undergo my Industrial Training at their esteemed organization. Besides, I would also thank him for all his
decision made, necessary advices and all the arrangement of the facilities in order to ease my internship
journey for the duration of five months with their organization.

It is my radiant statement to place on record my best regards, deepest sense of gratitude to Mr Mohd
Hasnan (Operation Officer); Ms Yong Mei Choo (Operation Officer); Ms Ruby, CEA (SGC) and Ms Nur
Farahiyah, CEA (SGC) for their careful and precious guidance which were extremely valuable for my study
both theoretically and practically. Moreover, I apologize to those the name is not mentioned above who
helped me in various ways to have a good training in Maybank Taman Melaka Raya.

I perceive as this opportunity as a big milestone in my career development. I will strive to use gained
skills and knowledges in the best possible way. In order to attain desired career objective, I will continue
to work for the improvement. Hope to continue cooperation with all of you in the future.

Knowledge is power, unity is strength.

iii
 Table of Contents

Content Pages
Cover Page -
Student’s Details i
Student’s Confirmation ii
Acknowledgement iii
Table of content iv
Chapter 1 Introduction to Industrial Training
1.1 Definition 1
1.2 Introduction 2
1.3 The Objectives of Industrial Training 2-3
1.4 Objectives of Final Report Industrial Training 4-5
1.5 Importance of Industrial Training 6-7
Chapter 2 Company Background
2.1 Introduction 8-12
2..2 Company Structure 13-14
2.3 Company Activities 15
2.4 SWOT Analysis 16
Chapter 3 Weekly Summary
3.1 Introductions 17
3.2 Wekly Summarization 18-27
Chapter 4 Technical Report
4.1 Introduction 28
4.2 Tasks Executed 28-72
Chapter 5 Findings & Recommendations 73-75
Chapter 6 Conclusion 76
Appendices
References

iv
 Chapter One
Introduction to Industrial Training

1.1 Definition

Industrial Training is a specialized program implemented by most public and private institutions of
higher education. This approach is taken to provide the real working life exposure to prospective graduates.
Industrial Training is also a compulsory syllabus for all students in Polytechnic to qualify them to be
awarded Diploma in their respective fields.

There are many organizations from various sectors that students can choose to undergo their
Industrial Training in their related field that had been offered by their employer. Either the private sector
or the public sector, both will provide a great opportunity for Polytechnic students to venture into the real
working life.

The period of Industrial Training varies from each semester according to the institutions itself. For
Polytechnic students, they will undergo their Industrial Training for the duration of 20 weeks. Students are
required to report themselves at the selected company or company designated by the Industrial Training
Department (UPLI). Failure to do so will subject to disciplinary action that may leads to the failure of their
Industrial Training and they might need to repeat the semester in order to enable them to be awarded a
Diploma.

Students must adhere to the rules set by the Polytechnic under the supervision of UPLI as well as
the rules set by the company or organization in which they undergo their Industrial Training.

In the presence of this syllabus, students get an opportunity to apply the skills and knowledge they
have acquired throughout their studies in Polytechnic.

1
1.2 Introduction

Industrial Training is one of the efforts done by the government in order to produce more skilful
and semi-skilled labour in line with the market and industry demand for those students whom taking
Certificate or Diploma courses. Besides, students will gain new skills and experiences through this
Industrial Training. In addition, they can apply and implement the theory and soft skills that they have
learned during study. This is because, the culture of study is totally differed from the real working life
culture.

Students turns to be gaining plenty of new knowledge and skills during their Industrial Training.
Thus, it will enable them to enhance their thinking skills by solving the problem faced and increase their
expertise in conducting their daily task. The real working life is more challenging and it might require a
person with maturity to perform the task given. Industrial Training is not only testing on the application of
the knowledge learnt but it is also act as the preparation for the students in facing the real working life
challenges before entering the real working industry in future. The students will discover more on the real
working life challenges and the difficulties they might face as they work.

Therefore, this Industrial Training final report is an overview of my industrial training in Malayan
Banking Berhad (Maybank) as a whole. In addition, I also include descriptions of a topic related to the
tasks that have been performed during my Industrial Training for the duration of five months.

1.3 Objectives of Industrial Training

The objectives of this Industrial Training are to expose students to the real challenges of the
real working life. With this exposure, students will able to adapt with the environment of real working life.
For instance, the students are crystal clear about the work culture and can adapt quickly with its
environment and can face all the challenges confidently when they work later.

Besides, Industrial Training allows students to relate the theories learnt with the tasks
assigned. With that all the knowledges learnt can be applied and student will be able to enhance the usage
of the knowledges in real life. The ability of the students to relate their acquired knowledge to the real life
will result to a quality and efficient outcome.

2
 Meanwhile, it can cultivate team spirit, build good relationships among employees in the
workplace and boost self-confidence to communicate with third party. Consequently, students can improve
their communication skills and the way they generate ideas in giving opinion from different perspective.

Furthermore, students will be more integrity and responsible in performing the assigned
tasks. Thus, the students will try to complete the tasks given within the specific time period. These attitudes
will help to increase the quality of the work done and it will also contribute to the growth of the organization
all at once. This is because, all the assigned tasks are done meticulously and the results are certainly not
disappointing. As a result, students will not only get compliment from their employer but also from the
customers.

Moreover, the students will be trained to follow the instructions given by the top line
management during this internship. For instance, students are advice to practice the rules and follow the
standard operation procedures set by the organization. Thus, the tasks assigned will be done accordance to
the procedures and follow the compliance set by the organization.

Summary of The Objectives of Industrial Training:

I. Expose students to the real challenges of the real working life.

II. Allows students to relate the theories learnt with the tasks assigned to them.
III. Cultivate team spirit, build good relationships among employees in the workplace.
IV. Boost self-confidence to communicate with third party.
V. Increase the objectivity, integrity and responsibility towards the tasks given.
VI. To train an individual to follow instruction given by the top line management.

3
1.4 Objectives of Final Report Industrial Training

The aim of this Industrial Training final report is to be reviewed and evaluated by lecturers as one
of the requirements to pass it. Besides, the purpose of this report is to provide an explanation in more
details of the activities that has been done and all the events that has taken place during the Industrial
Training period.

By preparing this report, students can measure their capability in performing the assigned tasks
throughout the training period. Thus, students can provide a quality final report that meet the requirements
set by Polytechnic. This report prepared will reflect the performance of the students in completing this
Industrial Training either the result is excellent or otherwise. Furthermore, the aim of preparing this report
is to train the students in preparing an official report that students can make as a reference in the future.

This final report plays a vital role to those students who undergo their Industrial Training at
respective organization as it includes the background of the organization, summary of the activities that
had been carried out weekly, detailed descriptions on the tasks performed and the strengths and the
weaknesses of the organization include the competitors as well. However, the appendix is related to
documents or letters relating to departmental activities. The lecturer that will evaluate this final report will
discover the eager of the student in exploring and participating in all tasks and activities carried out during
the Industrial Training period.

Finally, this final report is not only can reflect the performance of the students but it also acts as an
evidence that the students had done the tasks accordingly as required by the organization. Besides, this
final report is not all about the content but it is all about the messages that the students want to deliver, the
knowledges gained from the tasks performed and the creativity of the students in explaining in details on
the work done.

4
Summary of The Objectives of Industrial Training Final Report:

1. Measure capability in performing assigned tasks

This final report reflects the performance of the students in completing this Industrial Training. It shows
how the students use their creativity in carrying out given tasks by the organization. Besides, it also
measures the capability of the students in performing tasks. This shows the capability of a students on
handling their tasks under various situation that will leads to a excellent outcome or otherwise.

2. Act as an evidence that the tasks had been done accordingly

This final report shows all the daily record of the activities that had been conducted and all the important
events that had taken place during the training period. The lecturer may identify how the students get
involved and participated in all the activity either they participate actively or otherwise. If the work is done
repeatedly, thus, the lecturer whom evaluate the report may enquire the students on the activities done in
the organization.

3. Summarize all the activities done during the training period

The existence of the final report helps the students to simplify and summarize all the activities done for the
period of 20 weeks of their Industrial Training. Consequently, it will ease the evaluation process by the
lecturer. Further explanation might be needed to deeply explain on the tasks performed.

4. Learn on the preparation of an official report

Students will be trained on how to prepare an official report. Literally students will learn on the content
should be included when writing a report and the format for preparing an official report.

5. Act as a useful reference in the future

Students may need this final report for applying job in future. This is because, this report included the
experience of the students working with an organization, the work done and it also included the background
of the organization. Nowadays, fresh graduate with working experience has a high demand in our market.
As an employer, they may prefer an individual with working experience to work with them. This is because,
they may think that a person with working experience can be accountable and will be more independent
when they have been hired to be one of the organization staff.

5
1.5 Importance of Industrial Training

As we know Industrial Training is part of the syllabus for all Polytechnic students in
Malaysia. In fact, it is one of the compulsory subjects for all students as a condition for obtaining
Certificate or Diploma. The main importance of Industrial Training is to expose students to the
working environment in industry. Thus, it will enable students to understand the theories studied
with more detailed and hands on practice within a real job situation. All students will be given fully
exposure within the real job situation through this Industrial Training.

In addition, it can help students to gain their self-confidence and discover their own ability. With
this, the students will master their communication skills. They will look more confident when their name
was called up to do a morning briefing. This communication skill is not only applicable among employees
but it is also applicable to customers. Although that may be the first meet between the students and the
customers, but they may not feel nervous to start the conversation. Communication is important because it
reflect our personality and it is important to have a good first impression of ourselves.

Industrial Training can also be a preparation or a preview to a working environment later in future.
It gives students a clear figure out about the real working life when they are working in the future.
Moreover, it enables students to prepare themselves to face the challenges within this real job situation. For
instance, the consequences from the decision made and the action should be taken to overcome problems
faced. Thus, students will be able to solve the problems that they might face with the experiences gained
from this Industrial Training.

Furthermore, students also participate in team work from different level of ages in which we need
more mature and open-minded person when we are working. Students will be able to see things or problems
from a different angle since they have been working with a person that is way older than them. Besides,
this will also enhance their high order thinking skills by thinking ideas that is out of their box or in other
words are upgrading the way they are thinking and giving opinion. Thus, it will enable the students to build
a good relationship and strengthen their bond among employees when the students are able to upgrade
themselves to the level same as those professionals in their working surrounding.

6
 Moreover, students will also be able to familiarize themselves to receive advices and comply with
all directions given by employers. As a result, students will be more disciplined to follow rules and
regulations set by the organization. This is because they would be trained for proper schedule of planning
and time management when they undergo their Industrial Training. This will lead to a quality outcome
from the students besides being responsible and dedicated employees.

Meanwhile, Industrial Training can also nurture a student’s responsibility to perform or execute the
given task. Thus, the students will try to submit the task given within the due date. However, the students
must ensure the quality of the work performed before submitting it. Results from that, the students will get
less supervision as they can work independently in an organization.

It can be concluded that Industrial Training is a great and precious experience for the students.
Besides, it is a good starter pack for the career development.

Summary on the importance of the Industrial Training:

i. Expose students in working environment in industry

ii. Relates the theories learnt and master their skills
iii. To gain self-confidence and discover own ability
iv. Act as a preparation or a preview to a working environment
v. Get to participate in team work from different level of ages
vi. To familiarize in receiving advices and comply with all directions given
vii. Nurture student’s responsibility to perform or execute the given task

7
 Chapter Two
Company Background

2.1 Introduction

Figure 2.1: Company Logo

Head Office Address : Malayan Banking Berhad, Level 14 Menara Maybank, 100 Jalan Tun

Perak, 50050 Kuala Lumpur Malaysia

Branch Address : MAYBANK BANKING BERHAD (Taman Melaka Raya Branch)

225-227, Jalan Melaka Raya 1, Taman Melaka Raya 75000,

Bandar Hilir, Melaka.

No. Phone (Office) : 06-2810713

Office Fax : 06-2811166

Customer Care Hotline : 1-300 88 6688 (Malaysia)

+603-7844 3696 (Overseas)

Facebook : https://www.facebook.com/Maybank

Twitter : https://twitter.com/MyMaybank

8
2.1.1 MAYBANK SDN BHD

Maybank was established in 1960 by Malaysian business tycoon, Khoo Teck Puat with a few
partners in Kuala Lumpur. The first ever branch of Maybank is at Jalan Tun H. S. Lee. Kuala Lumpur and
it was known as Malayan Banking Ltd.

Through the years and decades Maybank keep on growing bigger and today is the largest company
by market capitalisation on the Malaysian Bourse (Bursa Malaysia). It is ranked first among listed
Malaysian companies and among the top 500 companies in the Forbes Global 2000 leading companies of
the world. M

The Maybank Group offers a comprehensive range of products and services that includes
commercial banking, investment banking, Islamic banking, offshore banking, leasing and hire purchase,
insurance, factoring, trustee services, asset management, stock broking, nominee services, venture capital
and Internet banking.

Maybank’s mission is to humanise financial services across Asia, by providing access to financial
services to the people at fair terms and pricing, and to be always at the heart of them.

Maybank has an international network of over 2,400 branches and offices in 20 countries, employing
45,000 employees.

In Malaysia, Maybank operates consumer, business and corporate banking as well as private banking
services, through a network of 393 branch offices and more than 2,500 automated teller machines around
the country. The company operates 22 branches in Singapore providing a full range of banking and financial
products and services. Maybank, through Maybank Philippines Incorporated, has 79 branches in the
Philippines.

Maybank also has a banking presence in all of the other Southeast Asian markets. It also operates
branches major global financial centres like New York, London, Hong Kong and Bahrain.

9
2.1.2 Location of Maybank Tower and Maybank Taman Melaka Raya Branch

The Maybank Tower is located at Maybank Tower, Malayan Banking Berhad, Level 14 Menara
Maybank, 100 Jalan Tun Perak, 50050 Kuala Lumpur Malaysia. The picture below shows the location on
map of Maybank Tower.

Figure 2.1.2.1 : Maybank Tower

Figure 2.1.2.2 : Maybank Taman Melaka Raya

10
2.1.3 Vision and Mission

VISION

➢ Advancing Asia's Ambition with You.

MISSION

➢ We want to humanise financial services by

• Providing the people with convenient access to financing

• Having fair terms and pricing
• Advising customers based and on their needs
• Being at the heart of community

2.1.4 Core Values

Core values are the foundation that supports our aspirations. They are also behavioural
characteristics that form the basis on which we perform and conduct ourselves.

Maybank Group’s Core Values’ acronym is “T.I.G.E.R” which entails the following:

1. Teamwork – We work together as a team based on mutual respect and dignity.

2. Integrity – We are honest, professional and ethical in all our dealings.
3. Growth – We are passionate about constant improvement and motivation.
4. Excellence & Efficiency – We are committed to deliver outstanding performance and
superior service.
5. Relationship Building – We continuously build long-term and mutually beneficial
partnerships.

11
2.1.5 Code of Ethics

Maybank, as a custodian of public funds, has a responsibility to safeguard its integrity and
credibility. It is on this understanding that the organisation sets out clearly the code of ethics and conduct
for its staff. The code stipulates the sound of the principle that will guide all Maybank staff in discharging
their duties. It sets out the standards of good banking practice.

The purpose of code is to:

 Uphold the good name of the Maybank Group and to maintain public confidence in the Maybank
Group.
 Maintain public confidence in the security and integrity of the banking system.
 Maintain an impartial and unbiased relationships between the Maybank Group and its customers.
 Uphold the high standards, personal integrity and professionalism of the Maybank Group staff.

The code stipulates the staff should not:

o Engage directly or indirectly in any business activity that competes or is in conflict with the Bank’s
interest.
o Misuse or abuse their positions in the Bank for their personal benefit or for the benefit of other
person.
o Misuse information. Staff should not copy, remove or make use of any information obtained in the
course if business for direct or indirect benefit of themselves or of any other persons.

2.1.6 Company Work Schedule

Table below shows the working hour for Maybank Taman Melaka Raya. The working time for the
students who undergo the Industrial Training in this company is the same as others.

Time
Time Time
Day
(IN) (OUT)

Monday – Thursday 8.45 a.m 5.45 p.m

Friday 8.45 a.m 4.45 p.m

Table 2.1.6.1 : Company Working Hour

12
2.2 Company Structure

Maybank Taman Melaka Raya is located at Bandar Hilir. The location is very strategic and
convenient because it is accessible by the community. This is because, it is located in the middle of the
Malacca town and surrounded by many bussinesses such as hotel, pharmacy and restaurants.

Mr Jefry Bin Mohamad is the Branch Manager of Maybank Taman Melaka Raya. He has been assists
by Assistant Branch Manager, Madam Nurussaadah Binti Mohd Salleh. There are 26 staff including BM
and ABM all together that are working in the branch.

Maybank Taman Melaka Raya Branch consists of 2 departments which is Operation Department
and Sales Department. Operation Department has been assigned to oversee the operations of the bank and
is supervised by Assistant Branch Manager, Madam Nurussaadah Binti Mohd Salleh. However, Sales
Department consists of Consumer Sales Executive (CSE) and Personal Financial Advisor (PFA) which they
had been assigned to promote all products offered by Maybank to either existing to bank or new to bank
customers and it is under supervision of Branch Manager, Mr Jefry Bin Mohamad.

Figure below show the organizational chart of Maybank Taman Melaka Raya Branch.

Figure 2.2.1 : Company Organizational Chart

13
 Manager of Maybank Taman Melaka Raya

Jefry Bin Mohamad

Mr Jefry Bin Mohamad, a 44 year-old humble and generous manager. He possessed a Diploma in
Business. He used to work as a lab assisstant in a factory before he joined Maybank. His interest towards
sport that has contribute to his career development today. He started his career with Maybank in 1995 as a
footballer. This year has marks the 25 years he had joined Maybank.

Maybank Jalan Raja Laut, Kuala Lumpur was the first branch that he served for the period of two
years which was in 1995-1997. At this moment, he was one of the clerical staff in the branch. In 1997, he
was transferred back to Malacca for good. He was loacted in Maybank Munshi Abdullah for four years.

He is very determined, optimist and have a strong desire about his future development. These attitude
has driven him to the level where he is today. He tried to sit for a test organised by headquarters to get
promoted to be an officer after passing the test. Unfortunately, he failed to get the offer on his first trial.
However, he did not give up easily and make a second trial on the next year. His second try was a success
where he pass the test with flying colours.

He was promoted to be an officer and he was located at the Forex booth in Mahkota Parade. He was
located at Forex for seven years before he was transferred back to Taman Melaka Raya Branch. However,
this was the logest service period he had since the first year he joined Maybank. After that, he was transferred
back to the branch to assist in achieving the branch waiting time. Due to his good performance, he was then
transferred to Merlimau Branch as an Assistant Branch Manager (ABM) for four years.

In 2014, he held the post as the Branch Manager (BM) in Maybank MITC for two years. He faced a
lot of challeges on his first year being BM sinced the branch is newly established. Meanwhile, he is a risk
taker and willing to confront with every challenges that might come. He manage to drive the branch well.
In 2016, he was transferred back to Maybank Taman Melaka Raya Branch where he is located today.

14
2.3 Company Activities

Malayan Banking Bhd. Operates as a holding company, which provides:

i. Investment
ii. Commercial banking
iii. Financial services.

It operates through the following business segments:

i. Community Financial Services
ii. Global Wholesale Banking
iii. Insurance
iv. Takaful and Asset Management
v. International Banking.

The Community Financial Services segment operates through three divisions:

i. Consumer Banking
ii. Small Medium Enterprise Banking
iii. Business Banking

SEGMENTS PRODUCTS/SERVICES
Consumer Banking ➢ Savings and fixed deposits
➢ Remittance services
➢ Current accounts
➢ Consumer loans (mortgage, personal loan, hire purchases, unit
trusts, bancassurance and credit card)
Small Medium ➢ Long-term loans (Project financing)
Enterprise Banking ➢ Short -term credits ( overdrafts, trade-financing)
➢ Fee based services (cash management, custodian services)
Business Banking ➢ Long-term loans (Project financing)
➢ Short -term credits ( overdrafts, trade-financing)
➢ Fee based services (cash management, custodian services)

Table 2.3.1 : Company activities according segmentation

15
2.4 SWOT Analysis

SWOT analysis of Maybank analyses the company with its strengths, weaknesses, opportunities
and threats. In Maybank SWOT Analysis, the strengths and weaknesses are analysed through internal
factors whereas opportunities and threats are analysed through the external factors. The table below lists
the SWOT analysis of Maybank.

The SWOT Analysis of Maybank

Strengths 1. Largest bank in Malaysia in terms of number of branches.
2. Has a customer base of more than 21 million.
3. Has presence in 20 countries across the globe.
4. Dividend yield is high when compared to industry and sector
averages.
5. Return on Assets (ROA) and Return of Equity (ROE) are
substantially higher than the industry and sector averages.
Weaknesses 1. Much of the banking operations are focused in and around
Malaysia and Singapore hence limited global penetration.
2. Much of the revenue comes from retail banking and Islamic
banking, less revenue comes from other offerings.
Opportunities 1. High opportunity to expand into countries like Laos, once the bank
gets the license to operate.
2. High opportunity to grow in investment banking in Hong Kong.
3. Growth in internet banking will increase the customer base.
Threats 1. Changes in economic policies in South East Asian countries will
affect the bank significantly.
2. Current macroeconomic scenario across the globe affecting the
bank.

Table 2.4.1: SWOT Analysis of Maybank

16
 Chapter 3
Weekly Summary

3.1 Introductions

This chapter is an overview of the weekly activities that has been executed during Industrial
Training. The activities will be explained accordance to the written reflective journal. Before the activities
is summarized into this final report, it is recorded daily in the students’ reflective journal.

Therefore, all the activities that have been executed and the events that have taken place during the
training period will be explained briefly in this section. All daily activities will be summarized into weekly
report in order to simplify the evaluation process by respective lecturer.

The working days may be varies by weeks as there will be a public holidays or the holidays
announced by the organization itself. During my Industrial Training, I discover a lot of new things instead
of mastering the existing skill and knowledges. For instance, I have been exposed to the code ethics, rules
and regulation of the company and the compliances in executing daily task. Thus, I have to practice the
rules and regulation set by the organization in order to ensure that the task assigned is conducted accordance
to the regulation and meet the compliances set by the organizations.

During my internship, I have been placed in various department which is operation department
during operating hours and the sales department after the operating hours. My daily tasks have been
structured by the manager and is under the supervisions of the operation officers and sales officers.
Sometimes, I need to participate in the sales meeting and officers meeting held in the evening. Thus, I may
need to stay back to make myself available to attend the meeting. Followings are the summarize of the
activities that had been executed for the period of 20 weeks of my Industrial Training.

17
3.2 Weekly Summarization

Week Activities
1. Ice breaking session was held and the trainees are divided into group of
five person. (En Syahmi)
- Task have been assigned
- A logo and core values have been created by each group to be presented
- 30 minutes were given to complete the assigned task
- Each group were called up to present
2. Credit Card Knowledge (En Fazly Abu Hassan)
- Process flow for card application & pin on (attachment in appendix)
Week 1 (8th - BNM Guideline & Compliances
December 2019 - Income documentation required for credit card application
– 13th 3. BANCA Product Knowledge (En. Anas Abd Rashid)
December - Differentiate between takaful & insurance
2019) - Exposed to the 5 types of BANCA Products
- The benefits offered for each subscription of BANCA products
(Maybank 4. Smart Selling Skills (En Sazali Abd Aziz) & ASB Product (Ms Nadia
Academy, Syakirah)
Bangi) (Smart Selling Skills)
- Learnt on the 3 Dimensions of feelings
- Rules in selling
- Customer Ranking
(ASB Product)
- Eligibilty to redraw
- The minimum amount to make an ASB investment
- Differentiate the difference between the ASB cash savings & ASB
financing.

18
 5. Customer Experience Competency Training ( Mr Koh Kwai On) &
Maybank Islamic Banking
( Customer Experience Competency Training)
- Practice to serve with H.E.A.R.T.Ways to build relationship with clients
- Differentiate between Financing & Conventional
Week 1 (8th
- Pillars & Form of AQAD
December 2019
6. Money Laundering (Mr Rafi) & Key Principle of Maybank Group
– 13th
AB&C Policy ( Pn. Munyati)
December
(Money Laundering)
2019)
- Define Money Laundering
- 3 types of money laundering
(Maybank
- Group discussion on how to do money laundering in a safe way ( I
Academy
attached the figure in Appendix)
Bangi)
(Key Principle of Maybank Group AB&C Policy)
- Define bribery, corruption, facilitations payments, staff misconduct,
whistle blowing
- Differentiate between nepotism & cronyism
- Example of how bribes are paid via agents ( I attached the picture in
Appendix)
Week 2 (16th 1. Engagement by Branch Manager (Jefry Bin Mohamad)
December 2019 - Trainee has been introduced to the team members in the organization.
– 20th - Self-introduced in the morning huddle.
December - BM showed trainee around
2019) i. Get to know the staff in the branch, name, designation and
expertise area
(Maybank ii. Branch layout (ie: SST, transaction counter, i-counter)
Taman Melaka - Had an engagement with Branch Manager and Assistant Branch
Raya) Manager on the company operation and the organizational chart of the
company.

19
 - Familiarisation of the branch process flow
i. Operations department
ii. Credit Department
iii. Backroom office
iv. I-counter
- Trainee studied on the Maybank Group Core Values and Maybank’s
Mission and Vision.
- Explanation by the ABM on branch roles and responsibilities
i. Business growth
ii. Housekeeping
iii. Service quality Resources Management
iv. Asset Quality
Week 2 (16th
2. Briefing on the business growth
December 2019
- Had an explanation on current investments and our market condition.
– 20th
- Exposure on the local bond knowledge.
December
- Relates on the market situation and its effect towards our business
2019)
growth.
3. Service Quality
(Maybank
- Studied on the transaction made on every counter.
Taman Melaka
- Differentiate the transaction made on the ground floor and on the first
Raya)
floor.
- Queue numbers were given through the Queue Management System
(QMS) according to the transaction made.
- Always to ensure customers goes to the correct floor with the correct
queue numbers given.
- Participated in a teleconference on QR Pay after the operating hours.
4. Opening, closing of savings & current account, reactivate account
- The eligibility and the documents needed to open a current account and
savings account for age under and above 18.
- Form to reactivated account is filled up and the reason for deactivation
of account is discovered.
5. Learn about the useful code in RBS system and familiarisation of the
documents

20
 1. Exposure to CEA roles
rd
Week 3 (23 2. Guideline on the usage of My ASNB & Steps for Western Union
December 2019 Transfer (Explanation in Chapter 4)
– 27th
3. Steps to register Maybank2u & M2u password reset
December - Explanation in Chapter 4
2019) 4. Rejection code
- Rejection codes that appeared for M2u transactions has been identified
(Maybank and the solution to the problems is discovered:
Taman Melaka i. 00AQ- Log in attempt exceeded
Raya) ii. 00AV- Phone number used for more than Maybank accounts
iii. 0089 & 0081- Interbank transfer to RHB, Public & CIMB bank
cannot be done under instant transfer but need to transfer under
1. Changing Limit on ATM
Interbank & M2u (Explanation in Chapter 4)
Giro (IBG)
2. Information
iv. Update
Tag BlockForm & Changing
Flag On- Phoneexceeded
Log in attempt number through ATM
(Information Update Form)
- Used to update any personal information such as residential address, e-
mail address, phone number, military IC number, passport number and
to request for bank statement.
(Changing Phone number through ATM)
Week 4 (30th - Further explanation in Chapter 4
December 2019 3. Maybank Secure Online Shopping (MSOS) & Purchase Limit
– 3rd January - MSOS is registered once in a life time before Maybank card holder can
2020) perform their online purchase.
- Customer can call our call centre for MSOS registration (1300 666 88
(Maybank 66)
Taman Melaka - The purchasing limit may be varies according to the card that has been
Raya) issued.
4. Account number recognition
- Account number start from number “1” indicate savings account while
account number start from number “5” indicate current account.
- For savings account:
i. Account number start from “15” indicate Islamic account
ii. Account number start from “10” indicate Conventional account
- Account number starts from “7” indicate gold investment account
- Account number starts from “4” indicate payment for housing/ASB loan
21
 1. Cash of cheque & Application of cheque book
2. M2u Bizz Application
(Sole Proprietor)
- The owner must come and bring along his/her identity card & company
stamp.
(SDN. BHD.)
- Need to prepare a resolution, sign by director and certified by the
company secretary.
(Partnership/Professional)
- Need to fill up mandate form and need to be signed by all partners
without any exclusion.
(Duty of Checker, Maker & Viewer)
- Checker is to approve the transactions made through company account
th
Week 5 (6 - Maker is to key in the transaction through the company account
January 2020 – - Viewer is appointed among the company director or the company’s clerk
10th January itself and this only applicable to SDN. BHD. . The Viewer is only to
2020) view the account balance and the bank statement but not to perform any
transaction.
(Maybank 3. Yippie Account
Taman Melaka - Minimum deposit by RM 1
Raya) - The eligibility to apply for this Yippie Account and the benefits
customer will get for opening this account.
- Besides the interest that will be earned, this Yippie Account offers an
Academic Cash Award for excellent grades in PT3, SPM, STPM/A-
Levels and Degree Level.
4. Discover New Rejection Code
i. 1202
- Answer security question wrongly
- Change the security question (Further explanation in Chapter 4)
ii. OC07
- This rejection code indicate customer has an adverse record with
Maybank
- In other words, customer has a payment in arrears that have to pay off
before can proceed for any application of loan and opening an account.
5. Participated in Sales Meeting
22
Week 6 (13th 1. Extracting Credit Card Leads from “Host”
January 2020 – 2. Activation of ATM Plus
17th January 3. MAE Knowledge Product (Part 1)
2020) - Eligibilities to apply for MAE account
- The differences between MAE account & other accounts
(Maybank - Benefits from applying this MAE
Taman Melaka - Transactions that can be done through MAE account.
Raya)
1. Transaction Rejection Code & Secure2u
2. Customers’ Segmentation
- There are 4 types customers in Maybank.
- It is classified based on their investable asset (IA) and total financial
asset (TFA).
- Every customer is assigned to different officers to entertain.
- Customer with IA >RM 50,000 and TFA >RM250,000 were advised to
Week 7 (20th
open a Premier 1 or PMA-i account to enjoy the privilege services.
January 2020 –
3. MAE Knowledge product (Part 2)
17th January
- The usage of the virtual card get upon the MAE account registration.
2020)
- Ways to top up MAE account.
- Closure of MAE account.
(Maybank
- The consequences to an inactive MAE account.
Taman Melaka
- Benefits of step up.
Raya)
- Availability of cinemas that can buy movie tickets through MAE.
- Validity period of split bill, request money and send money.
- Sending money is not limit to only individual with MAE account.
- Split bill limit.
- Using virtual card to purchase at non-3D site.
4. Converting Conventional account to an Islamic account
5. Bond VS Fixed Deposit (FD)
- The difference between the benefits and features of bond and fixed
deposits.

23
 1. Dormant account
- Indicate an inactive to the account due to no withdrawals within one
year period.
- If there is a balance in the account, bank will keep the money up to 7
years and there will be a charge of RM10 per annum.
- If the account has no balance and it is inactive, the account will
automatically close if no withdrawals done within one year.
2. Methods of credit card payment
- Maybank2u
- Auto Teller Machine (ATM)
- Cash Deposit Machine (CDM)
Week 8 (24th - Over The Counter transaction (OTC)
January 2020 – 3. M2u Savers (Part 1)
31th January - Speciality of this account compared to others.
2020) - Eligibility to apply M2u Saver.
- Guideline to apply M2u Saver
(Maybank - Way to “delete hold” on an individual account if they have been
Taman Melaka released from bankruptcy.
Raya) - To whom the account is applicable.
4. ATM Card Replacement & It Charges
- Problem leads to replacement of ATM card.
- The charges charged and exception of charged during replacement of
card.
- Changes of ATM card will not effect on the individual’s account
number.
- A document needed from “Jabatan Pendaftaran Negara (JPN” if both
thumb of the individual cannot be verified during the replacement.
- Procedure to replace a card.
5. Maybank QR Pay (Part 1)
- Guideline for QR Pay registration.
- Methods in performing transaction via QR Pay.

24
 1. Master Foreign Currency Account
- The purpose of opening this account and how it benefits the account
holder.
- The service availability of this account the transaction limit of this
account.
Week 9 (3rd
2. Ways to place a phone call for credit cards
February 2020 –
3. M2u Savers (Part 2)
7th February
- Meaning of “RM250 capping”.
2020)
- Way to place first deposit in M2u Savers.
- Does this M2u Savers tied to any physical branch?
(Maybank
- Can withdrawal from this account performed at any branch?
Taman Melaka
- How to apply for Maybank2u Savers ATM card?
Raya)
4. Maybank QR Pay (Part 2)
- Methods merchant receive money on QR Pay.
- Types of QR Pay presented.
5. ASB Plus
- One of the way to overcome surrender in ASB Financing due to the
decrease in the dividends declared.
Week 10 (10th 1. Wills writing VS Wasiat (Part 1)- Importance of Wills writing
February 2020 – 2. Participated in Officers Meeting
14th February 3. M2u Savers (Part 3)
2020) - Step for closure of M2u.
- Way to “hold”/ close an account for the deceased
(Maybank 4. Maybank Corporate MyDebit Card (Part 1)
Taman Melaka - To whom it is available and the limits to perform transaction
Raya) 5. Basic Saving Account Requirements & Benefits
Week 11 (17th 1. Wills writing VS Wasiat (Part 2)- Importance of Wasiat
February 2020 – 2. Maybank Privilege (Part 1)- Premier 1 Account
21st February - Features & benefits of Premier 1 Account.
2020) 3. Maybank Corporate MyDebit Card (Part 2)
- Explanation on the product functionality & identify the merchant
(Maybank category code.
Taman Melaka 4. Familiarized with Basic Daily Code Tagging
Raya) - 00AT (GCIF)
- 9988 (Browser problem)
25
Week 12 (24th 1. Maybank Privilege (Part 2)- PMA-I Account
February 2020 – - Features & benefits of PMA-I Account
28th February 2. Exposure to the Maybank Gold Investment Account
2020) 3. Maybank Ezy Cash
- General terms & conditions for Ezy Cash.
(Maybank - Ezy cash crediting method & the repayment rate.
Taman Melaka 4. Performance evaluation with Manager
Raya) 5. Credit card application form fill in
Week 13 (2nd
March 2020 –
1. Familiarize with the functions of Self-Service Terminal (SST)
6th March 2020)
2. The purposes of Foreign Account Tax Compliance Act 2010 (FATCA)
3. Attachments with Financial Sales Executive (FSEs)
(Maybank
4. The usage of Introducer Form
Taman Melaka
5. Accompanied Customer Appointments.
Raya & L.V.C
Restaurant)
Week 14 (9th
March 2020 – 1. The usage of “Borang Kiriman Wang”
13th March 2. Quarterly Manager Meeting Slide Presentation
2020) 3. Joined Market Brief Teleconference
- Explain on the current market situation and the forecast that has been
(Maybank made if the issues is ongoing in the future.
Taman Melaka 4. Dispute Form & Credit Card Pin Application Form Usage
Raya)
Week 15 (16th 1. Preparation for audit is made by doing housekeeping.
March 2020 – - File coding
20th March - Payment voucher is arranged according to the date, month and year
2020) - Shredded away all the unnecessary files and documents
2. ASB file updating
(Maybank 3. Customers’ information amendment is made following the system
Taman Melaka 4. Covid-19 Duty Roaster Briefing
Raya) 5. Branch arrangement is made for Covid-19 Prevention.

26
Week 16 (23th
1. Entertain customer through phone call
March 2020 –
- Enquiries on Maybank operation hour during MCO
27th March
- Application on Moratorium
2020)
- Eligibility for moratorium application
2. Moratorium Application
(Maybank
i. Through Maybank2u
Taman Melaka
ii. By filling up form
Raya)
Week 17 (30th
March 2020 –
24th April 2020)
Work From Home (WFH) due to the temporary closure of branch.

(Maybank
Taman Melaka
Raya)

27
 Chapter 4
Technical Report
4.1 Introduction

Technical reports consist of the tasks that has been executed or assigned during the training period.
This chapter describes the process flow of the task assigned in details or in other words it provides a further
explanation on the work done by the trainees.

4.2 Tasks Executed

4.2.1 Customer Experience Assistant (CEA) Roles & Responsibilities

CEA play a vital role in branch management where the results of the services provided to
the customers reflect the branch performance. It is important that the staff located at the i-
Counter is skilful, multitasker, high capability to handle customers with different behaviour and
enable to solve problems faced by customers. Besides, it also a platform for trainee to be creative
in providing more leads to the organization.

Before operating hours

- All documents needed during operation hours are prepared and ensured it is sufficient for the daily
usage. For instance, opening account form, bank in slip, withdrawal slip, ASB redemption &
investment slip and etc.
- i-Counter is cleaned and tidied up and ensured that only necessary things and documents are display
on it.
- CEA daily tracking form is filled up to record for the either new to bank or existing to bank
customers that register for online banking.
- Stamp date is updated to the current date.
- Ensure that Ipad is ready with full battery charged for Maybank2u sign up.
- Ensure the QMS is ready and the ticket slips are sufficient for giving out queue numbers to
customers.
- Ensure the credit card roll are ready beneath the counter to be given out upon request.

28
 Figure 4.2.1.1: Replacing QMS ticket slips

Figure 4.2.1.2: Display of the i-Counter arrangement

Figure 4.2.1.3: Opening Account form is stapled and arrange accordingly

During operating hours

- Giving out QMS numbers to walk in customers accordance to the transaction made.
- Assisting customers in filling up forms.
- Migrate customers to Self-Service Terminal (SST)
- Directing customers to the departments they wanted to deal with such as Auto Finance Department
(AFC), Small-Medium Enterprise (SME), Mortgage and etc.
- Referring customers to the correct officers in solving customers problems.
- Serving customers with a quality customer services to all walk in customers regardless their age, race
and religion.
29
 Figure 4.2.1.4: Queue Management System (QMS)

Steps to use QMS:

i. Tap on the screen to see the menu on QMS.
ii. A- Privilege number for priority customers
B- All transaction made that relates to ASB
C- For payments made, contra transaction and cash & cheques withdrawal
D- Bank draft, remittances, Telegraphic transfer and issuance of bankers cheque
E- Enquiries that relates to the operation department such as replacement of ATM card, bank
statements print out, opening of savings & currents accounts and etc.
F- Cash bank in only.

Figure 4.2.1.5: Enquiries Options

30
 Figure 4.2.1.6: Serving walk in customers

Figure 4.2.1.7: Assisting customers to fill up form

31
 After operating hours
- Make sure all the slips display at the SST are all collected.
- Ipad is returned for battery charging.
- Make a balancing on the account opening and Maybank2u registration.
- Send a daily summarize report to Assistant Branch Manager (ABM).

Figure 4.2.1.6: Make a balancing on account opening and Maybank2u registration

Figure 4.2.1.7: Example of daily summary report

32
4.2.2 Documents Familiarization

Different transactions performed required different forms to be filled up. This will help to lesser the
congestion at the tellers counter and officers counter when performing transaction. Filling up the correct
forms accordance to the transaction made not only save the customers’ time but will also help the officers
to achieve their waiting time at once.

a) ASB information update form

This form is used to update customers’ information for ASB account holder. Customers are
required to update their personal information once a year and usually it will be done in the beginning
of the year which is after the declaration of the dividend. Failure to do so will result in the rejection
to perform transaction that relates to ASB over the counter (OTC).

Figure 4.2.2.1: ASB information update form

33
b) Opening of Account Form

This usually will be filled up for account opening purposes. This form consists of 4 pages
all together. All pages exclude page 3 (for office use) must be filled up before queue number is
given.

Figure 4.2.2.2: Customers’ information & Employers’ details section

Figure 4.2.2.3: FATCA section

34
Figure 4.2.2.4: Office Use section (exclusion for customer to fill in)

Figure 4.2.2.5: Purposes to open a Savings Account

35
c) Information Update Form

The form is used to update customers’ information for their Saving Account & Current Account:
i. Phone Number
ii. Mailing address
iii. Residential address
iv. Passport Number
v. Military Number
vi. Identity card number

Besides, this form is also required to be filled up for requesting bank statements. Only the
owner is allowed to request for the bank statement and the owner himself/herself need to turn up to
the respective branch to request for it. For Current Account, company stamp is needed while Saving
Account only needed the account holder’s Identity Card. Customers will be charged RM 5 upon
request and every pages printed out will be charged RM 2.

Figure 4.2.2.6: Update Information Form

36
d) LHDN Form

This form is used to make payment of taxation for the respective year of assessment. Cash
is not accepted for this transaction. However, the payment will be debited from the individual
account.

Figure 4.2.2.7: LHDN Form

e) Pension Scheme B Form

The retirees must make a claim at the nearest bank counter before the pension is credited to
the their bank account. The bank account used must be an individual either Savings or Current,
GIRO, Islamic Account. Joint accounts are only allowed to retirees who is under age and senior
citizens.

Figure 4.2.2.8: Pension Scheme B Form

37
f) Dormant / Inactive Account Form

Account that inactive due to no withdrawals transactions performed within one can still be
reactivated if the account still in our system’s record. To reactivate the account, this form is required
to be filled up.

Figure 4.2.2.9: Dormant / Inactive Account Form

g) Credit Card Pin Application Form

Customers that has forgotten their credit card pin and wanted to reset it might need to fill in
this credit card application form to set a new pin for the credit card.

Figure 4.2.2.10: Credit Card Pin Application Form

38
h) “Borang Kiriman Wang” , Money Gram Send & Money Gram Receive

- Usage of “Borang Kiriman Wang” are as follows:

i. Issuance of Bankers Cheque
ii. Telegraphic transfer
iii. Bank Draft
iv. Remittances
- Money Gram Send is for the sending of money to others country while Money Gram Receive
is for receiving money from others country.
- Usually Money Gram Send or Money Gram Receive will be filled up together with “Borang
Kiriman Wang” to perform the transaction over the counter.

Figure 4.2.2.11: “Borang Kiriman Wang”

39
Figure 4.2.2.12: Money Gram Receive

Figure 4.2.2.13: Money Gram Send

40
i) Closure of Account Form

Others than Saving Account and Personal Account, the account holder might need to fill in
this form before they could proceed with the closure of account.

Figure 4.2.2.14: Closure of Account Form

41
j) Standing Instruction Form

i. To have a standing instruction for any loan payment with Maybank

Figure 4.2.2.15: Standing Instruction Application Form

ii. To make the cancellation on the standing instruction made on any loan payment

Figure 4.2.2.16: Cancellation of Standing Instruction

42
k) Dispute Form

Complaint or report were made through Dispute Form fill in when there is an unauthorised
transaction perform on any individual account. Besides, if there is any problem due to ATM
machine that does not allow the customers to get cash from withdrawal or the money banked in is
not credited to the account, Dispute Form can be used to make claim on the customers’ money. In
other words, it is called either “cash retract” or “cash time out”.

Figure 4.2.2.17: Dispute Form

Figure 4.2.2.18: Example of “cash retract”

43
l) Introducer Form

An introducer is needed for Current Account opening. The characteristics of introducer are
as follows:
i. Have a Current Account with Maybank
ii. Account is active for one year
iii. No return cheque record

Figure 4.2.2.20: Introducer Form

44
4.2.3 Self-Service Terminal (SST)
The aim to master the functions of self-service terminal are to encourage customers to
reduce over the counter’s (OTC) transaction. Besides, to assist those who are not familiar with the
usage of the machine and senior citizens to perform transaction at the SST in order to avoid
congestion in the branch.

a) Cash Deposit Machine (CDM)

5. A self-service terminal that lets you make cash deposits and payment transactions to Maybank
accounts.
6. Services available
i. Cash deposit
ii. Balance enquiry
iii. Cash payments to credit card and term loan accounts
iv. Cash deposit to third party accounts

*No card required for these transactions

*Note:
- All successful transactions will be credited immediately. You will be issued an advice slip
confirming the transaction.

Figure 4.2.3.1: Example of CDM Machine

45
Steps using a CDM machine:
1. Choose either deposit or payment.
2. If deposit is chosen, account number of the beneficiary is required to key in and amount should be
entered to proceed.
3. However, if payment is chose other than Maybank loan payment, a referral code is required. For
example, payment made to “AEON Credit” ande the referral code should be key in is “003”.
4. After the referral code is entered, an amount and payer contact number is required.

Figure 4.2.3.2: Payment Selection

b) “Automated Teller Machine” (ATM) machine

An automated teller machine (ATM) is an electronic telecommunications device that enables

customers of financial institutions to perform financial transactions, such as cash withdrawals,
deposits, funds transfers, or account information inquiries, at any time and without the need for
direct interaction with bank staff.

Figure 4.2.3.3: ATM Machine Menu

46
i. “Tabung Haji” / ASNB account linkage
- Choose “Tabung Haji”/ASNB
- Select register “TabungHaji” account to ATM card

Figure 4.2.3.4: “Tabung Haji” Registration Selection

- Account number is required and “Tabung Haji” serial book is required

Figure 4.2.3.5: “Tabung Haji” acoount number & serial number entry

47
ii. Limit Changing
- Select others transactions that appeared at the bottom on your right hand side in
the menu.
- Select the “Changes of Limit” that appeared at the top on your left hand side.

Figure 4.2.3.6: Limit Changes

- A screen with limit changes options will appeared.

Figure 4.2.3.7: Limit Changes Options

- Customer may select which limit that they wanted to make changes on it.

48
iii. Maybank2u TAC number update
- Select Maybank2u option on the menu screen.
- Select “update M2u TAC Mobile” that appear on your left hand side.

Figure 4.2.3.8: M2u TAC mobile update selection

- Key in your new phone number to update.

Figure 4.2.3.9: New mobile number entry

*M2u TAC mobile update is only applicable for existing M2u users instead of first time Log In
customers.

iv. ATM Plus Activation

- Select other transaction at the bottom on your right hand side on menu.
- Select other services that appeared at the bottom on your left hand side.
- Select ATM plus/Oversea Flag that appeared on the screen.
- Key in the beginning date (DD/MM/YYYY) and the ending date.

49
c) Cheque Deposit Machine (CQM)

A self-service terminal used todeposit cheque for individual that possessed a Maybank
account. The cheque is deposited into this CQM and it will be credited into the account within three
working days.

Customers need to make sure:

i) The name issued is the same as the name stated at the back of the cheque.
ii) No different in the colour pen used.
iii) The account number, name and phone number must filled up as required.

Steps to use CQM:

- Select customer preference language and choose cheque deposit.

Figure 4.2.3.10: Display of CQM Menu

- Entered the account number the same as in the cheque followed by its amount.

Figure 4.2.3.11: Account Number entry Figure 4.2.3.12: Amount Entry

50
4.2.4 Digital Product Enhancement
To encourage the use of the technology in performing transaction among our community
such as transfer, balance enquiry, payment of loan. As a result, management can have more focus
on the transactions that cannot be done online such as ATM card replacement, opening of Saving
and Current account and etc. Consequently, the waiting time of the branch can be achieved and
service quality can be increased at once. Besides, this one of the best way for organization to keep
in touch with the customers where they can find out the latest promotion or announcement about
Maybank and its product.

a) Maybank2u
Steps to register M2u
i. Click on the “Register Now” button

Figure 4.2.4.1: Maybank2u Main Menu

ii. Enter the ATM card access number & Pin number then click agree to continue

Figure 4.2.4.2: Access number & Pin entry

iii. After continue, you may require to fill in:
- Username (6-12 characters)
- Password (8-12 characters)
- E-mail address
- Referral code (Indicate the branch code i.e. 04085)
- Key in the TAC that has been sent to the phone
iv. Choose a picture and a theme for your M2u.
v. Customer will require to fill in a security phrase. This security phrase will appear on the
screen when you log in to indicate you log in to the correct account.
vi. Select three different security questions and answer it. Customers must remember every
answers entered for each question.
51
Steps to reset M2u password
i. Click on the forgot log in details under the log in space

Figure 4.2.4.3: Forgot Log in detail button

ii. Key in ATM card access number and pin number

Figure 4.2.4.4: ATM card access number & Pin entry

iii. Click on the reset password button

Figure 4.2.4.5: Reset password Option

iv. New password and OTP sent are entered

Figure 4.2.4.6: New password & OTP entry

52
M2u Limit Change
i. Click on the setting at the top on your right hand side

Figure 4.2.4.7: M2u Log in preview

ii. Go under “Pay & Transfer”

Figure 4.2.4.8: Setting Option

iii. Go under “Transfer Limit” and you can change the limit accordance to the amount wanted

Figure 4.2.4.9: Limit selection

Changing Security Questions
i. Go under setting and choose “security”

Figure 4.2.4.10: Security Preview

ii. Select Security Question to change the security questions

Figure 4.2.4.11: Security Questions entry

53
Western Union Transfer
i. Go under setting -> pay & transfer -> transfer -> Transfer to (Oversea)

Figure 4.2.4.12: Transfer Option

ii. Choose a country & key in amount to transfer

Figure 4.2.4.13: Country selection & amount entry

iii. A screen with transfer options will appear after converting the amount

Figure 4.2.4.14: Transfer Option

iv. Western Union is selected and sender have to fill in the details as requested

Figure 4.2.4.15: Details Entry

54
Conversion of Conventional Account to Islamic Account
i. Click on the three dots on the top of your Savings Account / Current Account

Figure 4.2.4.16: Showed the three dots on the account

ii. Select “Switch to Islamic Account”

Figure 4.2.4.17: Switch to Islamic Account selection

iii. Follow the next steps to complete the migration

Secure2u

Secure2u is a safer and convenient way to authorise transactions using Secure Verification
(one-tap approval) and Secure TAC (6-digit TAC number generated on the mobile app). This feature
is an alternative to SMS TAC and available via the Maybank app. Authorisation using Secure2u is
required for everyone when making transactions on the Maybank app.

In the absence of Secure2u, transaction made will be rejected and cannot be proceeded.

Figure 4.2.4.18: Transaction Rejected

55
Steps to register Secure2u:
i. Click on the three line on top of your left hand side in the Maybank2u main menu and click
“SECURE2U”.

Figure 4.2.4.19: Main menu of Maybank2u

ii. Click Register and confirm your mobile number to receive TAC number

Figure 4.2.4.20: Confirm the phone number for sending of TAC number
iii. Key in IC/ Passport number and you will be notify if the process is successful

Figure 4.2.4.21: IC/Passport number entry & message to notify successful application

56
Moratorium Application

Moratorium is a legally authorized period of delay in the performance of a legal obligation

or the payment of a debt.

i. Go to the M2u website and click on the two line that appears on top of your right hand side

Figure 4.2.4.21: M2u website

ii. Select announcement and search for Covid-19 outbreak

Figure 4.2.4.22: Menu option & List of announcements

iii. Click “Apply Now” and fill up the information as required

Figure 4.2.4.22: Moratorium Application Online Form

57
Figure 4.2.4.23: Trainee assist customer for online transactions

Figure 4.2.4.24: Customer is assisted for M2u registration

58
4.2.5 System Usage in Daily Operation

During my internship period, trainees has been exposed to the system used by the
organization for both sales and operation purposes. The usage of systems helps in fasten the key in
customers details process. Moreover, trainees get to know on how to amend customers’ detail, status
of an account either active or inactive, loan that an individual have with Maybank, get to know
whether the account holder have register for online banking or not and more through the usage of
the systems. Since all the systems used contained customers’ details and it is not allow to be
disclosed to the third party and even the systems used is part of the organization internal control
where sharing of any photos related is not allowed. As a result, there are no any picture attach as
evidence in this section instead of the further explanation on the system used.

i. Regional Branch Solution System (RBS System)

- This system is used by the officers and all the tellers for OTC transaction.
- Contains useful code for performing each transaction:
a) 807- thumbprint reading (GMPC)
b) 804- updating passbook
c) 806- FD update
d) 702- enquiries on customer’s information
- This system captured the signature used by the customers during their opening account,
any amendment of signature can be done using this system.
- This system helps trainee to trace the status of the account either active or inactive by key
in the account number.
- This system may need to do a balancing at the end of the operation hours once it is log in
using respective ID number.

ii. CRM Leads

- Trainees can get the list of potential customers for certain products such as BANCA, Uni
Trust (UT) and privileged.
- Headquarters (HQ) will pump in the leads can trainees can get the list of the customers
through CRM system.

59
iii. Host (E & A9)
- Use to extract the credit card leads.
- This system can trace customers from all over the country instead of customer from only
Malacca.
- We can have the list of the quarterly statement of the customers and from there we will
acquired their account number to be keyed in into the “E” for further enquiries on the
customers.
- The system is used to amend the customers’ information to the latest one:
a) Mod bio 2- office address & employer name update
b) Mod Bio- occupation, education level, company sector, employment type and income
range update
c) Mod cust- mailing address & title updated
d) Mod addr 1- residential address update

iv. System CARE

- Usually used by the Personal Financial Advisor (PFA) to key in sales for Personal
Accident (PA), LIFE Insurance and MOTOR Insurance
- It is also available for credit card application such transfer and cancellation of the credit
card.

v. MIAS
- This system is solely used for Unit Trust (UT) product.
- Sales person make use of this system to key in sales of UT and make a redemption of UT.
- This system also enable the trainees to check the customer value.

vi. WOLOC System

- Usually used by Consumer Sales Executive (CSE) to key in sales related to mortgage and
ASB Financing.
- All the information key in into this system must be the same as in the application form.
- Application will be processed upon complete documents submission.

vii. Activated Host

- This system enable the trainees to trace the pre-approved credit card application from the
past few years.
- It also help to check the status for the customer’s credit card application
60
4.2.6 Assisting Credit Department

To familiarized with the documents used for mortgage application and issuance of letter to
the customers. Trainee will get to know the format of the issuance of letter for different business
purposes and the documents needed to be included in the mortgage / ASB file in order to achieve
zero audit short coming. Since the documents contain customer’s information, the picture provided
in this section may not be an original copy of the document.

a) ASB File Checking

- The files need to be updated at least once a year due to changes of information of customer
from time to time.
- Documents should include in the ASB File are as follows:
i. FATCA
ii. INQCUST 6 ( Make sure it is updated to the latest one)
iii. INQSTATUS
iv. DCHEQS
v. INQCNPTY (connected party)
vi. INQOCSISS (by name, IC number and by ID number (optional))
vii. INQCUSAP
- The details of the customer include in INQCUST 6 must tally to the application form and
the WOLOC system printed out by the CSE. The list of information to be checked are as
follows:
i. Phone number
ii. Consent Marketing
iii. Employer
iv. Mailing Address
v. Title
vi. Range of salary
vii. Employment type
viii. Residential Address
- INQOCSISS by name must be written without “bin” or “binti” and INQOCSISS by ID
number is required for applicants with old IC number only and it is optional.

61
 Figure 4.2.6.1: ASB File Checking

b) Payment Voucher Arrangement and File Tagging

- Payment voucher is arranged accordingly as the evidence that transaction has been
performed on the respective date.
- It is arranged by date, month and year. The latest transaction will place at the top following
by the rest of it.

Figure 4.2.6.2: Payment voucher arrangement

- File tagging has been made to differentiate between the Islamic account and Conventional
account.
- The arrangement of the documents is the same as the payment voucher where the latest
documents will be placed on the top.
- Then the file will arranged by the numbering to ease the finding process whenever the
documents are requested.

62
 Figure 4.2.6.3: File tagging & numbering

c) Stamping “Received” on the documents received and issuance of Reminder Notice to the
customers
- Every documents received must be stamped with “Received” to verified.
- It is to ease the next process whereby the first documents to receive to be processed first.
- Example of the document is Cheque book requisition form.
- For company who send the representative to submit the form, they might need to sign at
the front and back of the documents to indicate the person is performing it on behalf of the
company.
- If the owner were to come, signature on the front page is essential.
- The code to indicate our branch issuance cheque are as follows:
i. 504085- Conventional
ii. 554080- Islamic
- The cheque book application is within three working days. However, if the code is not
belong to our branch code, it may take up to two weeks’ time for one application of cheque
book.
- Customers were advised to go back to it home branch if it is accessible to fasten the
process.

Figure 4.2.6.4: Example of Cheque book Requisition Form

63
 Figure 4.2.6.5: Example of authorization letter for the representative of the company

- Usually a letter will be issued to remind customer to perform a withdrawal 30 days from
the date of issuance before the account turn into inactive account.
- An account with balance in it will be charged for RM10 per annum for the service charge
due to its inactivity.
- However, if there is no balance in the account, the account will automatically closed and
the information will be deleted from the system.
-

Figure 4.2.6.6: Example of Issuance of letter

64
4.2.7 Assisting Sales Department
This is the best opportunities for the trainees to implement all the knowledges learnt during
the attachment with the Financial Sales Executive (FSE) on customer engagement, sales coaching
and product knowledge enhancement. Getting the trainees to joined the sales activities conducted
in the branch is actually giving an exposure to the trainees on the outside world and also gives an
enhancement on their soft skills to talk with the third party. Besides, the organization wants to
make sure that the trainees is always well-prepared with the products knowledge and ready to
promote and explain when customers enquire on it.

a) Place a phone call & Answering phone call

- There is an ethics on how to place and answer phone call to or from a customer:
i. Make sure you answer with smiling tone.
ii. Do not forget to greet and introduce yourself.
iii. Saying that you are from which organization to confirm that the customers make
the call to correct organization.
iv. Ask the customer on how you may assist them.
v. Do not forget to ask with who you are speaking to so that you may address
customer with their name. This is because customers will feel appreciated when we
called them by name.
vi. Speak the customers preference languages.
- Answering a phone call is actually a business because you may not know who is making a
call to your organization. So try to answer the call as much as possible or try to free your
time to entertain customer through the phone calling because it is part of the organization
customer services and will be evaluated by our HQ.
- Customers will feel happy when they find out the willingness of the staff in answering the
phone calls despite there were a lot of incoming call per day.
- Besides, business can also be done through a phone call. For instance, credit card
application can be done through call. Make sure trainee has already printed out customer
details and place the call by referring to the sales script provided.
- Information to be confirmed for credit card application through call are:
i. Residential address
ii. Mailing address
iii. Work place
iv. Mother’s name
65
 Figure 4.2.7.1: Showed trainee is placing & answering phone call

b) Credit Card Form Fill In

- After placing a phone call, trainee may need to fill up form according to the card applied:
i. Appendix A for conventional
ii. Appendix B for Islamic
- Trainee has to fill up all the details that has been confirmed during phone call before pass it
to the Sales Officers for the next processing.

Figure 4.2.7.2: Example of Appendix Form

Figure 4.2.7.3: Appendix Form fill in process

66
c) Scanning and photo copy of documents
- The credit card application form has to be scanned after it is completed with the Sales
person and Manager’s signature.
- Trainee has to choose a destination before performing scanning process so that the files
will be sent to the respective Sales Officers desktop.
- Besides, trainee is required to make a photo copy of ASB flyers to distributed to the
customers.
- It is one of the best way to promote the products and make the customers aware of the
promotion that we are offering now.

Figure 4.2.7.4: Example of ASB flyers

Figure 4.2.7.5: Scanning of documents and performing photo copy process

67
d) Accompanied Customer Appointment
- Trainee will have to prepare the required documents to bring along for the appointment
such as PA form, Opening Account form, PA flyers, ASB Flyers and any documents that is
related.
- Ensure all the documents are sufficient and other equipment is ready to be used too.
- Trainee is team up with the Sales Officers to cross sales. Consequently, it can strengthen
the relationship among the employees in the organization.
- At the first stage, trainee was asked to observe how the senior done the cross sell process.
- At the second stage, trainee themselves to do cross sell under the Officers supervision.

Figure 4.2.7.6: Documents Preparation

Figure 4.2.7.7: Observing senior do cross sell

68
 Figure 4.2.7.8: Cross sell by trainee

e) Participated in Officers & Sales Meeting

- Get involving in the meeting enable trainee to know the branch performances and issues
highlighted by our Internal Auditor (ROSE).
- Updated with the activities and events that will be carried out to ensure the branch
operation and business is on track.
- Get the opportunities to learn more on the business growth of the branch and gives opinion
on the strategy that can be executed to drives to the organizational goal.
- Enhance the trainee thinking skills to the level equal to the professionals in the
organization in solving problem faced.

Figure 4.2.7.9: Plan out strategy to be executed

69
 Figure 4.2.7.10: Sales & Officers meeting involvement

f) Preparing Presentation slide for Managers’ Quarterly Meeting

*Photos are not allowed in this section as it contain privacy of the company. The content
is private & confidential.

Steps to prepare the presentation slide:

a) Information gathering from all the officers:
➢ Visitation list
➢ Outcome obtained from the visitation
➢ Future action planning
➢ Target (SPD) as at current date
➢ Strategy that has been planned out
- Spreadsheet is used to import the table from Microsoft Excel into Microsoft Power Point

Figure 4.2.7.11: Example on how a table is inserted using spreadsheet

70
g) Involved in Manager’s Discussion & Teleconference
- Trainee will involved in the Manager’s discussion once a month for the performance
evaluation.
- Manager will analyse which has been achieved and otherwise.
- They will try to plan out and structure the task given for the future performance.
- Trainee may also need to plan out the action plan to support the management.
- Besides, trainee will be invited to joined the teleconference when it is informed by top line
management. The topics covered on current issues, promotion offered on Maybank product
and launching of new products if any.

Figure 4.2.7.12: Manager’s Discussion Involvement

4.2.8 Management Activity Involvement

In order to prevent the organization and its staff from the Covid-19 outbreak, management
team had agreed to make some arrangement due to this current issues arise. This arrangement is to
reduce and limit the transaction perform during Movement Control Order (MCO) at the branch.
Management has taken this as a serious matter since it has a big impact to not only Malaysia but to
the whole world. As a result, number of staff has been reduce to only five person per day. There will
be a rotation for on duty staff during this MCO. However, there will be only five customers allow
to perform OTC transaction at once. The transaction made must not more than five minutes per
transaction. Consequently, opening of account is not advisable to perform during this MCO period
as it may took up 30 minutes to complete the process.

Figure 4.2.8.1: Temperature screening before entering branch

71
Figure 4.2.8.2: Implemented social distancing in daily branch operation

Figure 4.2.8.3: Limiting numbers of walk in customers

Figure 4.2.8.4: Staff are fully equipped with face mask and hand gloves

72
 Chapter 5
Findings & Recommendations

5.1 Introduction
Industry training held by the Polytechnics is a smart move to foster and train the students in their
respective fields. The advantages have overcome the disadvantages of Industrial Training. This means
that Industrial Training is a good preview of real working life to the students.

Base on my observations during this training period, I have listed down some findings from my
internship and recommendations about the organization, institution and also the students that will
undergo their Industrial Training later. This opinion is not intended to offend any parties but is just for
the best and improvement of each party mentioned above.

Findings:
i. Objectivity
Always being honest and straight forward in conducting our daily routine. Should not done
any action that is against the company policy. Trainee must not break the confidentiality of
the organization by sharing it to the third party.

ii. Teamwork
Teamwork plays an important value in improving task in our working life. As the proverb
goes, many hands are better than one. To ensure that the tasks given are completed in
effective way, we should be a good team player. People once said, if you want to be a
successful person, you should go together. Without teamwork, jobs cannot be done smoothly
because the team is not working together as one which will hinder them from their fullest
potential. Besides, we can also strengthen our bonds with the staffs at our working place.

iii. Communication skills

This Industrial Training helps in developing good communication skills and boost y self-
confidence to talk in front of people from different level of ages. However, we still need to
know the limit and the boundaries that we have among employees. We still need to respect
each other in whatever situation we are in.

73
 iv. Computer and Technology skills
During my internship, I have been exposed to the usage of the systems to key in sales, to
extract leads and to check the status of customers’ applications. The purpose of the exposure
is to let the trainee knows which system is for which business transaction or in other words
to master the usage of the system. By then, trainee is able to differentiate the usage of it
system used.

v. Learn to Adapt with Stress Environment.

Trainee have to deal with difficult working environment where we have to meet different
customers with different behaviour every day. As the result, trainee may need to work around
their weaknesses and know their preferences and try to adapt with the challenges. However,
Mr Jefry is very supportive and positive person and always gives advice to motivate every
of his staff.

vi. Standard of Procedure

Standard of procedure (SOP) is the instruction that is compiled by the organization as the
guideline for the employees to execute the assigned tasks. Employees must ensure that every
task executed is accordance to the SOP set and comply with the company policy.
Consequently, the result from the task executed is quality and reliable. This may also help
the organization to achieved zero audit short coming in the future.

Recommendations:
i. Firm
➢ The company should increase the supervision on task assigned to the trainee as they are
still new in the working industry and may make a lot of mistake. Besides, supervisor is
enable to correct them when there were mistakes made in the task given before they
proceed further.
➢ The company should avoid giving different directions to students. This is because
students will feel confused when getting different instructions from different staff. The
mistakes in the assignment can be avoided if the company provides correct and accurate
instructions.
➢ Company must always welcome internship students to undergo their Industrial Training
with your esteemed organization as you can build a diplomatic relation with the
institution in future.

74
 ii. Polytechnic
➢ Lecturers should provide more frequent monitoring and support to students who are
undergoing industrial training because there may be problems faced by students as
students are still unavailable in the workplace.
➢ The polytechnics should always be in touch with the organization or firm to keep up
with the current developments of students undergoing industrial training. With this,
it can establish a closer relationship between Polytechnic and Organizations.
Organizations are easier to take students from Polytechnic to undergo Industrial
Training in its place. This avoids confusion or misunderstanding between
organizations and polytechnics.
➢ The polytechnics should keep a record on the potential company that provide a good
learning platform and exposure to your students as you can suggest to the others to
undergo their internship with those selected company in future.

iii. Student
➢ Students should be more competent and timely in doing the task given so the
company gives the trust to do something.
➢ Students should not be too dependent on the supervisors or project officers for the
guidance but students should be knowledgeable and be independent in executed
given tasks.
➢ Students should be prepared to deal with various situations that often occur in the
management of an organization such as criticism, objection or reprimand from the
supervisor.

75
 Chapter 6
Conclusions

It was a complete useful working experience in Maybank Taman Melaka Raya Branch. The
friendly, welcoming staff and the work station they have created for a trainee allowed me with full
opportunities to learn know my responsibilities and roles as the organization employee. This experience
brought out my strength and the areas that I need to touch up or done some improvement. It added more
in my Professional approach by building a strong positive attitude and taught me how to be a good team
player by conducting task as order and always lend a hand to help each other.

The main objective of an internship is to have a preview on a real working life situation
where we implemented all the knowledge learnt in daily practise. I am very lucky to be part of this
family and surrounded by many positive and courage person. I have developed a lot of new skills,
knowledges and confidence throughout my 20 weeks of training period.

My internship experience with Maybank Taman Melaka Raya branch was precious and
could not gained from everywhere. I was located in a different departments to explore more on the
branch operation and to understand well on the usage of the systems used. Furthermore, I felt very
lucky to be invited to joined the Officers and Sales Meeting that enables me to know the strategy
implemented to drive the branch and branch performance evaluation. Although, I was just an intern to
the company but I was treated equally like others. There was no bias in the company. Everyone is
working as a team in every task doing.

It has been the nature of the mankind to face the challenges in life. It is the same as working industry,
there were a lot of challenges we have to face every day. Choices are at your hand, either face it and
find a solution for the problems or just ignore it and run away from it. However, with the endless support
and courage from the team and manager itself. I managed to my training well and there is still a lot of
things to learn for future development. Thank you to everyone that turns me from nothing to be
something today.

76
 Appendices

Figure 1: Building of Maybank Taman Melaka Raya Branch

Figure 2: Trainee work station with full equipped

Figure 3: Meeting Area

77
 Figure 4: Filing Room

Figure 5: Shredding Corner

Figure 6: Maybank Internship Candidates

78
 Figure 7: Group Discussion during training

Figure 8: Valley Ball Match between MYBIP & Sales Internship Programme

Figure 9: Water POLO activity

79
Figure 10: Customers’ Compliment

Figure 11: Customers’ Compliment

80
 References

➢ https://www.google.com/search?q=maybank+received+document&tbm=isch&ved=2ahUKEwiP4ejjp_
PoAhUfJbcAHQPFCp0Q2-cCegQIABAA&oq=maybank+received+document&gs_lcp=CgNpbWcQA1C-
DliDmDNEWgAcAB4AIABAIgBAJIBAJgBAKABAaoBC2d3cy13aXotaW1n&sclient=img&ei=qKWbXo_tDZ_
K3LUPg4qr6Ak&bih=576&biw=1349&hl=ms#imgrc=xpq6ZMlftRIBsM&imgdii=mxlk9ifDjvhX1M
➢ https://www.maybank2u.com.my/maybank2u/malaysia/en/personal/services/digital_banking/s
ecure2u.page
➢ https://www.maybank2u.com.my/home/m2u/common/login.do
➢ https://www.google.com/search?q=cash+retract&sxsrf=ALeKk03b2rh1rV9bZgS96EHDL5IkrAauWA:15
87176521172&source=lnms&tbm=isch&sa=X&ved=2ahUKEwjg3PWl9fDoAhXAzjgGHaKFDqwQ_AUoAX
oECAsQAw&biw=1366&bih=625#imgrc=RD7rj2UFybsCDM
➢ https://www.maybank.com/en/about-us/who-we-are/overview.page?

81