Abstract:
Agrani Bank PLC is one of the leading state-owned commercial banks in Bangladesh, playing a crucial role in the country’s financial sector. It offers a wide range of banking services to individuals, businesses and institutions, contributing to economic growth and development. During my internship, I was fortunate to be placed in General Banking Department .This department is responsible for handling day to day banking operations ,including customer service, account management and transaction processing . My internship aimed to gain practical experience in general banking operations, understand banking products and services and learn the regulatory framework. I sought to enhance customer service and analytical skills, bridging the gap between theory and practice to contribute to the bank’s efficiency. My research involved observing daily banking operations, actively participating in tasks, and conducting informal interviews with bank officers and customers to gain insights into general banking practices and identify areas for improvement. Through my internship in the General Banking Department, I gained several key insights. I observed that effective customer service is crucial for maintaining customer satisfaction and loyalty. Additionally, I noticed the importance of efficient process management and technological advancements in streamlining banking operations. I also identified a need for continuous employee training to enhance their skills and knowledge. While analyzing customer interactions, I noticed a trend towards digital banking services, indicating a shift in customer preferences. Based on my findings, effective customer service, efficient process management, and technological advancements are crucial for Agrani Bank PLC's success. The increasing trend towards digital banking services highlights the need for the bank to adapt to changing customer preferences.
