PARAGRAPH

1. Agent Banking

Agent Banking means providing limited scale banking and financial services to the underserved population
through engaged agents under a valid agency agreement. Agent Bank also conduct banking transactions on
behalf of the bank.
These agents, who are usually the owners of outlets, are increasingly becoming an important distribution
channel in reaching to the unbanked segment of the society. Agent Bank performs services in some capacity on
behalf of an entity. In addition to the existing customer with a wide array of financial services especially to
geographically dispersed locations.

Agent Banking Services & Benefits are:

 Collection of small value cash deposits and cash withdrawals;
 Inward foreign remittance disbursement;
 Facilitating small value loan disbursement and recovery of loans
 Utility bill payment, Cash payment under social safety net programme of the Government;
 Facilitating fund transfer, Balance inquiry;
 Collection and processing of forms/documents in relation to account opening, loan application, credit
and debit card application from public;
 Receiving of clearing cheque. Other functions like collection of insurance premium including micro
insurance etc.

Over the years, Agent Banking has proved to be very effective for developing countries which lack access to
formal financial services. Understandably, in some cases, it may not be financially feasible for a bank to open a
full-fledged branch. In such cases, the agent outlets can act as mirror bank branches.

There are also some challenges in Agent Banking which are:

 Properly Selection and monitoring of agents,
 Cheque book issue and clearing cheque,
 Limited transaction time
 Power failure,
 Cash carrying or management risk,
 Physical and cyber security, and Settlement of complaints.

Sub-Branch (Banking Booth)

Bangladesh Bank, as per BRPD circular letter no. 28 dated 27 December 2018, allowing banks to operate
‘banking booth’ with a view to bringing unbanked and underserved population under the banking network.
But, the word ‘booth’ confused many customers as they related its functions with the function of ‘ATM booth’.
So, the central bank had renamed the ‘banking booth’ as ‘sub-branch’ of the banks as per BRPD circular letter
no. 28 dated 03 December 2019 to eliminate such confusion.
As per the BB’s instructions sub-branch will be running under the following conditions:
 Sub-branch will be regulated under the central bank’s rules and regulations for providing limited scale
services.
 Treated as business development centers of the banks.
 Operated within limited expenditure under the supervision of a nearby full-fledged branch of a bank.
 At least two officers will be deployed at such sub-branches
 Floor space of sub-branch will be not more than 1,000 square feet.
 Fees, charges and commission of banking services will be less at such sub-branches compared with
branches.
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  List of available services to be displayed to the customer.
 Money laundering risk must be protected as per existing rules.
 Transactions at the sub-branches will be carried out on a real time basis and customers will get instant
SMS and printed slip against their transactions.
 The sub-branches, however, will not be allowed to carry out any sort of foreign transaction.
 Opening hour of the sub-branch will be same as the bank but it may provide services to the customers
as and when required by obtaining prior approval from BB and maintaining adequate security.
 Sub-branch must have Business Continuity Plan to protect unwanted situation.
 To set up such sub-branch, the banks must submit application to the central bank along with decision
of its board of directors.
 The central bank, however, preserves the rights to close any such sub-branch without giving prior
notice.

2. RTGS (2)

To facilitate safe, secured and efficient interbank payment system, Bangladesh Bank introduced Real Time
Gross Settlement (RTGS) system on 29th October 2015 as part of its inclusive digitalization initiative. It opened
a new horizon in the arena of large value time critical payment and settlement in the country. It was
implemented with the financial assistance from Asian Development Bank and technical support from the
World Bank. The central RTGS system was developed by the Swedish company CMA Small Systems AB.

RTGS is an electronic settlement system where transfer of funds takes place from one account of a bank to
that of another bank on a real-time and on gross basis. Real-time refers transactions that do not need any
waiting period. Transactions are settled as soon as they are executed. System is designed to settle high value
(more than or equal to 1,00,000 BDT) local currency transactions as well as domestic foreign currency
transactions. It is worthwhile to mention that more than 75% online branches of all scheduled banks are
currently connected to this system. The system is currently allowed to handle only local currency, however
domestic foreign currency transactions are expected to be launched soon.
Acceptable Currencies
RTGS processes payments in the following currencies:
1. Bangladesh Taka (BDT);
2. British Pound (GBP);
3. Canadian Dollar (CAD);
4. Euro (EUR);
5. Japanese Yen (JPY) and
6. United States Dollar (USD).
Each Participant has a single Settlement Account for each currency in BD-RTGS System. Each Participant will
also have a ILF account for BDT only.

Facilities/benefits
 Instant settlement of large value interbank transactions
 Safe, secure and instant online payment settlement of the call money market transactions
 Safe, secure and instant online payment settlement for Government Securities and Secondary Bond
market transactions
 Instant payment settlement of the interbank domestic foreign currency transactions;
 Inward remittances flow will be enhanced

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3. NPSB (2)

The elaboration of NPSB is National Payment Switch Bangladesh. The Bangladesh Bank has introduced NPSB in
order to facilitate interbank electronic payments originating from different channels like Automated Teller
Machines (ATM), Point of Sales (POS), Internet, Mobile Devices etc. The main objective of NPSB is to create a
common electronic platform for the switches in Bangladesh. NPSB is a mother switch of all other switches in
the country. It will facilitate the expansion of the card-based payment networks substantially and promote e-
commerce throughout the country. Online payment of Government dues, using cards and account number
information through Internet will greatly be enhanced using NPSB. NPSB was launched as "go-live" on
December 27, 2012 to route ATM transactions.
Followings are the channels from where different payment are originating to NPSB:
 Automated Teller Machines (ATM): Cardholders are getting banking services like cash withdrawal, mini
statement and balance inquiry for 24/7 from almost all ATMs in the country. As a result, Long queues
at cash counter of banks are decreasing. A cardholder has to pay 15 taka per transaction (including
VAT) for Cash Withdrawal and 5 taka (including VAT) for each Mini Statement or Balance Inquiry using
other Bank's ATM.
 Point of Sales (POS): Cardholders of all NPSB member banks can use POS in different merchant outlets
for their retail purchases. The necessity for holding cash is reducing very fast due to large acceptance
of cards at POS of NPSB member banks. Cardholders need not to pay any extra charges for their retail
purchases using other bank's POS under NPSB.
 Internet Banking Fund Transfer (IBFT): NPSB is also processing Internet Banking Fund Transfer (IBFT)
transactions between banks. An account/card holder of an IBFT member banks can transfer funds
(account to account/card and card to card/account) to other Banks through internet banking. Banks
can provide services like utility bill payment, credit card bill payment, installments payment of loan,
insurance premium payment etc. to their customers through internet banking from home or office.

The Central Bank is ensuring continuous effort to tighten the security of NPSB adapting International Standards
and Best Practices of card-based payment. A safe, secure and efficient retail payment system always involves
active participation from all stakeholders (Banks, customers, government). Therefore, the Central Bank is in the
pledge to step forward with altogether.

4. Internet Banking

Internet Banking is an electronic payment system that enables customers of a bank or other financial
institution to conduct a range of financial transactions through the financial institution's website. The online
banking system will typically connect to or be part of the core banking system operated by a bank and is in
contrast to branch banking which was the traditional way customers accessed banking services. Some banks
operate as a "direct bank" (or “virtual bank”), where they rely completely on internet banking. Internet
banking software provides personal and corporate banking services offering features such as viewing account
balances, obtaining statements, checking recent transactions, transferring money between accounts and
making payments. Features of Internet Banking are as follows:
EXIM eWallet
EXIM Prepaid Card Fund Load
DESCO Bill Payment
WASA Bill Payment
DPDC Bill Payment
Real-time Balance EnquiryReal-time Term & Scheme Deposits Balance sInformation
Real-time Transaction Search & Statement Download from the creation of the account
Real-time Fund Transfer Between Own (Personal) Accounts of EXIM Bank
Real-time Fund Transfer To Other Beneficiary Accounts of EXIM Bank
Inter Bank(Other than EXIM Bank) Fund Transfer through BEFTN (Any Bank, Any Branch)
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 Credit Card Bill Payment (Including Other Banks)
Investment Summary
Positive Pay Instruction (Real Time Integration with BACH System)
Mobile Recharge, Any Time, Any Operator(Within Bangladesh)

5. EXIM Abalambon

EXIM Abalambon is an investment scheme facilitating project aimed to provide fixed and working capital in the
field of small & medium level general business and workshop & light engineering etc. all over Bangladesh
through the branches & CMSME service center of EXIM Bank. The product offers investment facilities for the
purpose of working capital finance and/or fixed assets purchase. The investment risk of the product is to be
covered by a strict evaluation and assessment of customer's credit history and track record with any
bank/financial institution in Bangladesh.

Feature of investment:
 To extend investment facilities for operating and extending small and medium level business &
industries.
 To provide investment facility very promptly and easiest way.
 Disbursement of investment single or multiple phases according to the nature & requirement of
business.
 Facility of repayment at a time or through installments according to the nature of return of the
business.
 In case of working capital/ trading, opportunity of renewal of the limit on expiry.
 Opportunity of enhanced investment on the basis of satisfactory business transaction and business
requirement.

Field of investment:
 General business-Working capital investment
 Workshop & light engineering Fixed & working capital investment.
 Rice mill (Chatal)- Fixed & working capital investment.

Equity investment ratio:

 For small entrepreneur: 50:50
 For medium entrepreneur: 60:40

Mode of investment:
 For fixed capital: IzaraBil Bia (IBB)
 For working capital: Bai- Muajjal (BAIM)/ Bai-Murabaha

6. Exim Shefa

EXIM Shefa is a monthly savings scheme. To get a handsome amount at a time at the time of medical
treatment. To develop the savings awareness among the overall people for their better benefit in future. To
grow up savings habit among the people to involve them in banking transaction.

Savings Period and Monthly Installment Rate:

 The savings period is for 3, 5 & 8 years.
 Monthly installment is Tk. 200.00 and multiple of Tk. 500.00.

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  At least 65% of investment income shall be distributed among the Mudaraba Depositors as per
weightage. The Deposit will bear weightage 1.30,1.32 and 1.29 respectively.
 Bank reserves the right to change the weightage of deposit and percentage of distribution of
Investment Income.

Monthly Installment Deposit:

 The savings amount is to be deposited within the 10th of every month. In case of holidays the deposit
amount is to be made on the following day.
 The deposits may also be made in advance.
 The Depositor will have a Mudaraba Savings Deposit account and will give standing instruction to the
bank to transfer regular installment from his/her account maintained with the branch.
 If the depositor fails to make the monthly installment in time, then 5% on overdue installment amount
will be charged. The charged amount to be added with the following month(s) installment and the
lowest charge will be Tk. 10/- (Taka Ten).

Withdrawal: Normally, deposited amount of Mudaraba Shefa Monthly Deposit Scheme is not encashable
before maturity. If any depositor intends to encash his/her account before maturity due to certain unavoidable
circumstances, the following terms & conditions will come into force:
 No profit shall be allowed for premature encashment within 01 (one) year.
 Profit shall be allowed at the existing provisional profit rate of Mudaraba Savings Deposit Account if it
is encashed after 01 (one) year but before 03 (three) years.
 If the account is encashed after completion of any tenure (as prescribed by the bank) but before
maturity, depositor(s) will be entitled to receive full benefit for the completed tenure at the existing
provisional rate of profit prescribed there-against. For remaining period, depositor(s) will receive
benefit at the existing provisional rate of profit prescribed for Mudaraba Savings Deposit.
7. CSR (2)

Corporate social responsibility (CSR) is a self-regulating business model that helps a company be socially
account able to itself, its stakeholders, and the public. By practicing corporate social responsibility, companies
can be conscious of the kind of impact they are having on all aspects of society, including economic, social, and
environmental. As a leading corporate body of the county, EXIM Bank believes that a strong CSR program is an
essential element in achieving good business practices and effective leadership. Since inception in 1999, the
term "social responsibility" is much more emphasized than the term 'profit maximizing' to EXIM Bank. In this
connection, EXIM Bank has established EXIM Bank Foundation in the year 2006 to carry out CSR activities in
the most planned and orderly manner. As least 2% of the bank’s annual profit of every year is put aside for the
foundation to conduct CSR activities. The mainstream CSR activities that are carried out through this
foundation are:
 Education-the inheritance of humanity: EXIM Bank resolutely believes that education is the inheritance
of humanity. The aim of EXIM Bank to patronize education to the underprivileged sector. Most
successful endeavors of bank are-
o EXIM Bank Scholarship Program: a stipend package for poor and meritorious students that
takes care of the beneficiaries throughout their student life
o Education Promotion Scheme: a profit free investment "Quard-al–hasanah" scheme for
insolvent and meritorious students.
o EXIM Bank Agricultural University, Bangladesh (EBAUB):Setting-up of "EXIM Bank Agricultural
University, Bangladesh(EBAUB)", a private agricultural university at Chapainawabgang,
Rajshahi, to be the first of its kind in Northern Bangladesh, to create greater opportunity of
diversified and demand-driven education for the prospective medium income group
candidates at their doorsteps, as well as to create an opportunity for conducting agricultural
research to solve local problems.
 Health Sector: Considering the situation of the country, EXIM Bank has treated healthcare sector as the
most significant sector to deal with. The programs those have been taking care of are:

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 o EXIM Bank Hospital: EXIM Bank Hospital has started providing medical services from 8th May,
2010. It is a reflection of the commitment of the Bank towards the nation specially to create
comfortable accessibility of poor patients into modern health care facilities.
o Renovating Burn Unit ICU, DMCH: It is an inestimable gratification of EXIM Bank to become a
part to the renovation works of 12 bedded Intensive Care Unit of Burn Unit, Dhaka Medical
College Hospital.
o Supporting Formalin Free Campaign: EXIM Bank has donated one formalin de-hydrate machine
to Gulshan-2 Kancha Bazar which is facilitating the traders to sale formalin-free fruits,
vegetables, fishes, meat and other food items to the customers.
 Side-by-side with the distressed: A vital area we are dealing with is helping people survive natural
calamities. Under this welfare program, EXIM Bank provides relief in cash and kind for flood, fire or
cyclone victims, fire victims and cold -stricken people.
 Beautiful City-Safe City: In response to the call of the Dhaka City Corporation, EXIM Bank has been
sharing a good portion of the mammoth task of beautifying the capital since 2005. EXIM Bank has
donated to build a foot over bridge at Paribagh near Shahbagh crossing named "Tanzila Sarah Foot-
over Bridge".
 Miscellaneous Activities: EXIM Bank is always prompt to stand beside the helpless. The Dhaka Pilkhana
carnage in 2009 rendered a good number of families helpless in absence of their sole guardians. EXIM
Bank immediately took over the living cost of eight of the families and will continue to bear their living
and other expenses at a decent standard primarily for ten long years at a stretch. EXIM Bank has
donated to "Muktijuddho Jadughar Nirman "& "Jatir Janak Bangga Bandhu SMR Memorial Trust "fund.

EXIM Bank believes concerted efforts by the corporate bodies to promote education, generate self-
employment, alleviate poverty, develop infra-structure, patronize research work, etc. from charity
consideration will have a nation-building effect.

8. BACH (2)

Bangladesh Automated Clearing House (BACH), the first ever electronic clearing house of Bangladesh, has two
components such as:
 Automated Cheque Processing System (ACPS) and
 Electronic Funds Transfer (EFT)

Both the systems operate in batch processing mode- transactions received from the banks during the day are
processed at a pre-fixed time and settled through a single multilateral netting figure on each individual bank's
respective books maintained with the Bangladesh Bank. A state-of-the-art Data Center (DC) and a Disaster
Recovery Site (DRS) have been established comprising of most modern software and hardware for dealing with
the operations of BACH. A Virtual Private Network (VPN) has been created between the participating
commercial banks and Data Center (DC) & Disaster Recovery Site (DRS) for communicating necessary
information related to BACH. Digital Certificate has been formulated for the first time in Bangladesh for
secured data communication.

Bangladesh Bank has recently upgraded the Bangladesh Automated Clearing House (BACH) in a bid to help
businesspeople settle their local export and import related transactions in a day instead of existing 7-10 days.
The upgraded version is called BACH II. BACH II will make international trade more dynamic and transparency
will be ensured in the banking sector. By using the new features of the BACH II transactions in five foreign
countries' currencies will settle such as:
 US dollar
 Pound sterling
 Japanese yen
 Canadian dollar and
 Euro

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9. Guideline for Customer service & customer complaint management (3)

Banks/Financial Institutions (FIs), now-a-days, are not only profit-making institutions, rather these are the
organizations for providing financial services to the people. The banking system in Bangladesh is still the most
important conduit for delivery of financial services. And that’s why the matter of customer services is the
prime factor in banking industry. With the rapid expansion of banking net-work within the country the
demands and expectations for service of the customers are increasing rapidly and therefore the quality and
content of dispensation of customer service has come under tremendous pressure mainly owing to the failure
to handle the soaring demands and expectations of the customers. For that reason, Bangladesh Bank puts
guidelines to all bank companies and financial institutions on customer services and complaint management
systems that are expected to be in place.

These Guidelines are formulated with some specific objectives like attaining and retaining customers'
satisfaction & interest protection, banks/financial institutions’ goodwill, reputation and above all financial
stability such as:
 To provide proper and uniform guidance to all Banks/FIs to set up and follow up their institutional
ethical standards, individual code of conduct and customer charter.
 To promote fair, equitable and effective service-practices by setting up minimum customer service
standard in banking/financial sector.
 To increase transparency in financial services.
 To foster confidence in the financial service sector.
 To provide a formal framework of complaint cell in each bank.
 To provide operational and managerial guidance uniformly to all bank officials to handle and manage
the customers’ complaints satisfactorily, quickly, effectively and efficiently.
 To develop consumer activism through a structured consumer awareness and education program.
The ways & means for better customer service:
 Access
 Sound Communication
 Good environment
 Courtesy, Smartness
 Motivation
 Quick service
 Trustworthy
 Latest Information technology
 Reliability
 Customers get together
 Recognition
Overcome Customer’s dissatisfaction/Complaint Management:
 Listen carefully to what the customer to say and let them finish
 Ask questions in a kind and concerned manner
 Put yourself in their shoes
 Apologize without blaming
 Ask the customer “What would be an acceptable solution to you” Solve the problem – quickly

10. Green banking

Green banking is defined as the operation of banking activities while giving special attention to social,
ecological and environmental factors with the aim of the conservation of nature and natural resources.
Without changing its main banking functions, a green bank can grow through applying environmentally friendly
policies throughout every sector of its activities. One way they can do this, for example, is through the
elimination or reduction of the carbon foot print of its premises. Such green initiatives can be implemented by
facilitating the support and cooperation of its clients, human capital and stakeholders. It can also increase the
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good will of the organization and promote a 'green and social consciousness image' in the community.
Although this theme has been implemented in several developed countries promoting the slogan 'Be green, Go
green', it is a very useful starting point for developing countries like Bangladesh to follow. Bangladesh Bank
formulated policies, strategies and allocated budgets to commercial banks with respect to green initiatives.
Moreover, the utilization of such budgets by different commercial banks within different projects is growing
but at a slow rate. Special packages for green projects can remove the present problems and accelerate green
banking activities.
EXIM Bank
Export Import Bank of Bangladesh Limited was established in the year 1999 under the leadership of Late Mr.
Shahjahan Kabir, Founder Chairman who had a long dream of floating a commercial bank which would
contribute to the socio-economic development of our country. He had a long experience as a good banker. A
group of highly qualified and successful entrepreneurs joined their hands with the founder chairman to
materialize his dream. Indeed, all of them proved themselves in their respective business as most successful
star with their endeavor, intelligence, hard working and talent entrepreneurship. Among them, Mr. Nazrul
Islam Mazumder who is an illuminated business tycon in the Garments business in Bangladesh became the
Honorable Chairman after the demise of the honorable founder chairman. He is also the chairman of
Bangladesh Association of Banks (BAB). Under his leadership, BAB has emerged as an effective forum for
exchanging views on problems being faced by the banking sector of Bangladesh and for formulating common
policy guidelines in addressing such problems.

The Bank starts functioning from 3rd August, 1999 with its name as Bengal Export Import Bank Limited. On
16th November 1999, it was renamed as Export Import Bank of Bangladesh Limited with Mr. Alamgir Kabir as
the Founder Advisor and Mr. Mohammad Lakiotullah as the Founder Managing Director respectively. Both of
them have long experience in the financial sector of our country. By their pragmatic decision and management
directives in the operational activities, this bank has earned a secured and distinctive position in the banking
industry in terms of performance, growth, and excellent management. Under the leadership of Mr. Lakiotullah,
the Bank has migrated all of its conventional banking operation into Shariah Based Islami Banking in the year
July 2004.

In the year 2006, Mr. Kazi Masihur Rahman became the Managing Director of the bank when Mr. Lakiotullah
left the bank after completion of his successful 7 years as MD. Mr. Kazi served in the bank for next five years.
Under his leadership, the bank has been placed on a state of the art centralized IT platform with two modern
data centers where world renowned core banking software TEMENOS T24 is running along with some
alternate delivery channels like ATMs and SMS banking.

On 25th August, 2011, Mr. Md. Fariduddin Ahmed has joined in the bank as Managing Director. With his long
banking experience, EXIM Bank become fully compliant Bank with adequate capital and good asset quality.
After retirement from Managing Director, he has been continuing his service for EXIM Bank as Advisor since
27th July 2012.

Dr. Mohammed Haider Ali Miah succeeded Mr. Fariduddin Ahmed on July 25, 2012 and has created a new
dimension in EXIM history becoming the first ever in-house Managing director and CEO of the Bank. Under his
far-sighted leadership, EXIM Bank has not only achieved uppermost level of performance in almost each arena
of its activities but also gained confidence to place itself as one of the dynamic banks through delivering
transparent and standard banking services to the customers in a compliant manner.