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This internship report is about “Mercantile Bank Limited (MBL) general banking activities”, which the bank conducts its original banking activities and provides effective services to the customers. This study is based on the practical experiences obtained during the internship at Mercantile Bank Limited, which is a credible private commercial bank established in Bangladesh.
Firstly, the report focuses on the main areas of the general banking-such as opening accounts, cash transactions, remittances, check clearing and customer services. These activities are the basis of every banking program. Second, it explains how MBL provides fast, reliable and customer-friendly banking services using modern technology and skilled workers.
During the internship, the internship saw how MBL maintains accuracy, transparency and customer satisfaction in the daily activities. Also, the report has identified some developmental fields, such as digital transactions and communication between departmental.
On the total, Mercantile Bank Limited shows strong performance through its expanded branch network and modern banking services. The internship has given the student the opportunity to gain practical knowledge, communication skills and real banking experience.
In conclusion, the General Banking Department of Mercantile Bank Limited plays an important role in achieving customer trust and proper management of activities. This report reflects on how MBL is maintaining a pioneer in the banking sector in Bangladesh by connecting conventional banking values with digital innovation.
About Mercantile Bank PLC
Mercantile Bank Limited (MBL) is a well-known third-generation private commercial bank in Bangladesh. It was established on May 20, 1999 and started operations on June 2 1999. The bank’s headquarters is located at Dilkusha Commercial Area, Dhaka. It was founded by a group of influential entrepreneurs, modern and customer-centered banking.
Currently, MBL is operating more than 150 branches, 47 sub-branches and more than 180 agents in banking outlets in the country. The bank provides extensive banking services including retail and corporate banking, SME finance, remittance, Islamic banking and digital banking, which is operated through the modern Temenos T24 core banking platform.
With more than Tk 40,000 crore wealth, MBL is constantly strengthening its presence in digital and SME banking services of Bangladesh.
Mission
- Providing skilled, innovative and technology -based financial services.
- To maintain transparency and responsibility in all activities.
Vision
- To be a major and credible financial institution provider providing sustainable banking solution.
Goals
- Extension of digital banking platforms and increasing customer facilities.
- Provide support to SMEs, Agriculture and Retail sectors for integrated growth.
Achievements
- Over 150 branches nationwide with strong customer trust.
- Maintained healthy asset growth and low NPL ratio.
- Recognized for sustainability, innovation and customer satisfaction.
- Launched digital services, such as MBL Rainbow app for smart banking.
Objective of the Internship Report
The objective of the report may be viewed as: General objective and Specific objective
General objective
The General Objective of the report is to prepare and submit a report on the topic of General Banking Activities of Mercantile Bank Limited (MBL)” Manikgonj Branch, Manikgonj.
Specific Objectives
Specific objectives of this report are
- To know the general banking functions, its procedures rules and regulations especially on accounts opening and deposit section
- To develop practical knowledge about General Banking.
- Organizational structure of MBL
- Give the necessary suggestions for the improvement of the quality of services
Methodology of the Internship Report
Methodology refers to the essential part of the study and the process of collecting information.
Primary Source
- Practical work exposure in Mercantile Bank Ltd
Secondary Source
- Annual Report of Mercantile Bank Ltd.
- Various books, articles, compilations etc.
- Bank records
- Official website of the Bank
Limitations of the Internship Report
There are few limitations are given below
- Time Limitations: As an internship, there is a time limitations. The three month internship left much to know about the bank’s work.
- Data Collection: Data collection is another big issue because the bank does not want to provide some information and plans.
- Secrecy of Information: Every institution maintains certain privacy .Likewise ,some information of the bank is kept secret.
- Seniors Busy schedule: Bank officers are very busy in banking activities. Because of their busyness, I could not afford enough time.
- Area of General Banking: GB area is very big. And there are lots of customers here. For that reason all the information is not possible to collect.
Services and Products of Mercantile Bank Limited (MBL)
Mercantile Bank Limited (MBL) provides extensive banking services and products to meet personal, business and institutional needs. The bank ensures a quick, safe and customer-friendly financial solution by connecting the conventional banking values to modern technology. MBL is constantly improving its digital system, so that banking services are more accessible and effective across Bangladesh.
Key Services and Products
- Deposit Accounts: Savings Account, Current Account, Fixed Deposit, Monthly Savings Scheme, and Student Savings Account.
- Loan & Credit Services: Personal Loan, Home Loan, Car Loan, SME Loan, Agricultural Loan, and Corporate Financing.
- Foreign Exchange & Trade Services: Export and Import Finance, LC (Letter of Credit), and Remittance Services.
- Islamic Banking: Shariah-based deposit and investment schemes under MBL Islami Banking.
- Digital Banking: Internet Banking, MBL Rainbow App, Mobile Banking, and ATM/Agent Banking Services.
- Card Services: Visa Debit, Credit, and Prepaid Cards with global payment facilities.
- Other Services: Locker facilities, utility bill payment, school fee collection, and fund transfer.
Through these various services, Mercantile Bank Limited continues to ensure customer satisfaction and contributes to the digital transformation of the banking sector of Bangladesh.
General Banking Activities of Mercantile Bank Limited (MBL)
General Banking is the main basis of Mercantile Bank Limited (MBL), which conducts daily customer transactions and original banking activities. This department serves as the first communication center with the customers and ensures proper activities of the bank’s main services.
Key activities include
- Account Services: Open and maintenance of savings, current and permanent deposits; Update KYC information; Issuing account statement.
- Cash Management: Deposits for personal and corporate customers, withdrawing, lifting, cash collection and teller activities.
- Remittance Services: Transfer of domestic and international funds, including telephone transfer (TT), demand draft (DD), and online remittance.
- Clearing & Cheque Processing: Managing local and outstations cheques, checking, clearing and disposed of checks.
- Loans & Advances Support: Personal loan, SME loan and corporate credit facilities processing and preparing documents.
- Customer Service: Provide support to the customer’s question, account maintenance, issue of banking machinery (checkbook, draft), and digital banking platform.
- Regulatory Compliance: Provide the rules of Bangladesh Bank, Money Laundering Prevention (AML) guidelines and internal audit.
The general banking department of MBL is designed to provide skilled, transparent and customer-friendly services, which serve as the basis for all other banking activities.
Financial Performance Overview of Mercantile Bank Limited (MBL)
Mercantile Bank Limited (MBL) has shown mixed financial results in the last three years. The bank’s activities were stable in 2023 and the profits and dividends were sufficient, but the profit against the NPL (NPL) against the NPL (NPL) in 2024 was significantly reduced and no dividend was declared. EPS and Shares Net Asset Value (NAV) has been noticed in early 2025, though the NPL ratio is still high. The bank is still focusing on SMEs and retail finance, digital banking and resource development.
The rest of the financial information is given in the table below.
| Particulars | 2023 | 2024 | First Half / Partial 2025 / Remarks |
| Profit After Tax / Net Profit | Tk 2.05 billion (net profit dropped ~12%) (The Financial Express) | Tk 64.95 crore (huge drop) | — |
| EPS (Earnings Per Share) | Tk 1.86 per share (The Financial Express) | Tk 0.58 per share (New Age) | Tk 1.82 for H1 2025 (Jan-Jun) |
| NAV per Share | Tk 23.30 (The Financial Express) | Tk 23.75 (New Age) | Tk 25.11 as at end-June 2025 |
| Total Assets | — | Tk 444,690.30 million (MBLBD) | — |
| Loans & Advances | — | Tk 300,025.11 million (MBLBD) | — |
| Deposits | — | Tk 342,724.25 million (MBLBD) | — |
| Investments | — | Tk 89,098.25 million (MBLBD) | — |
| Non-Performing Loans (NPL) Ratio | — | ~ 17.25% of total loans (classified investments) | — |
| Dividend | 10% cash dividend declared for 2023 (The Financial Express) | No dividend declared for 2024 due to provision shortfall | — |
Findings of the Internship Report
During the internship period in Mercantile Bank Limited at Manikgonj Branch following problems are identified
- Technological Problem: There is the shortage of computer in General banking section. Sometimes the shortage of computer makes some unfortunate event in that section.
- Strict rules and regulations: This branch is very popular to many customers for MSS. But now the customer is disappointed for various formalities. For example, their current bill, water bill, and gas bill copy is to be given at the time of saving account. As a result, the customer goes to another bank where rules and restrictions are easy for them.
- Staff Loan Facilities: MBLs do not offer loan for their own staff at AVP level. Where another bank has it promptly. In order to take an MBL staff loan, it takes five years to get the job done in this bank.
- MBL Card Service: MBLs card department is not very impressive. They have launched a number of cards but their service is not in satisfactory level. Typically a twenty four hour takes time to activate the card, but sometimes it takes time to fourth eight hour.
- Mobile Banking Services: MBL mobile banking services are popular as ‘MY CASH’. This service is very poor. Customers are not satisfied with this service.
- Lack of Machineries: Manikgonj Branch is supposed to be very well equipped by advance and available machineries. But there are shortages of photocopy and printing machine.
Recommendations
It’s not easy to find out solution to these problems within 3 months period. But I think the suggestions that I give will be helpful for increasing the efficiency of MBL.
- More flexible of rules and regulations: The rules and regulation of opening a customer account or an organization account or joint account are very strict than other banks .Mercantile Bank Limited should make it more flexible.
- Cost reduction and restructuring the lengthy process: The recruitment process of the bank is very lengthy and expensive. The bank should reduce the cost and select the employee by restructuring the lengthy process.
- Open more ATM Booth: As soon as possible the bank should open more ATM booth in all over the country.
- Make short process of account opening from: The process of fill-up from is a very long process. For that reason the customer felt annoying because they do not want to fulfill 5/6 pages. So the authority should do something for this problem .They can make it 2/3 pages so that the customers feel easy to fulfill it.
- Introduce more promotional programs: A successful business depends on how they can promote their services and products. In this case, to improve the business term bank should introduce more promotional programs.
Conclusion
The Mercantile Bank Limited has started successfully in Bangladesh in 1999. In the short period of banking business, MBL has shown better performance in every aspect .The Bank is expanding its business through all over the Bangladesh. At present the Bank has 138 Branches all over Bangladesh. In this modern world banks are very important for the economic development of a country. Banks contribute to SME loan which is very much helpful for the economic development of a country. It helps to reduce the unemployment rate of a country. MBL has already taken a significant position in the private sector banking. Banking Department of MBL is also doing well in terms of collecting deposits’.
Frequently Asked Questions
- Question 01: What is the main focus of general banking at MBL?
Answer: General banking at MBL focuses on core banking activities, including account management, cash handling, remittance, cheque clearing, loan support, and customer service.
- Question 02: What types of accounts does MBL offer?
Answer: MBL offers savings accounts, current accounts, fixed deposits, and specialized accounts for students, SMEs, and corporate clients.
- Question 03: How does MBL handle cash transactions?
Answer: Cash deposits, withdrawals, and teller operations are carried out efficiently with proper verification and security measures to ensure accuracy and safety.
- Question 04: Does MBL provide remittance services?
Answer: Yes, MBL offers both domestic and international fund transfers, including TT, DD, and online remittance services.
- Question 05: How does MBL process cheques?
Answer: The bank handles local and outstation cheque clearing, including verification, settlement, and recording, with accuracy and adherence to banking regulations.
