This internship report is focused on General banking activities and CRM of Prime Bank Ltd. The main purpose of the internship was to gain practical experience in daily banking activities and understand how the bank maintains strong customer relations.

During the internship, I actively participated in account opening, deposit, withdrawal, remittance, check clearing and loan processing. These key activities form the foundations of banking operation and ensure fair financial transactions.

I noticed that Prime Bank increases the efficacy of customer’s facilities and services using digital platforms, internet banking, mobile apps and ATM services. This technology helps Bangkok provide fast, safe and customer-friendly services.

During the internship, I got an idea about the Bank’s customer relationship management strategy (CRM strategies). Saw, how the bank staff keeps in touch with the customer, solves problems and builds confidence. CRM system and personalized service are helpful in increasing customer confidence and satisfaction.

Overall, this report has created bridges between theory and reality. It demonstrates that Prime Bank Limited combines traditional banking activities with modern digital solutions and CRM techniques. This experience has increased my professional skills, analytical capabilities and knowledge of banking sector, which has prepared me for successful career in the financial sector in the future.

Origin of the Internship Report

This internship report has been prepared as part of a condition of the Bachelor of Business Administration (BBA) program. The main purpose was to gain practical experience in Prime Bank Limited and customer relationship management.

During three months of internship, I was engaged in a branch of Prime Bank Ltd., where I had the opportunity to monitor and participate daily banking activities, with instructions by experienced banking officials. Through this I was able to connect educational theoretical knowledge with real banking practice.

The main thing of the report is to understand how Prime Bank operates the original banking service, ensuring the efficiency of activities and apply strategies to maintain strong customer relationships. It is based on direct observation, practical experience and collecting data from different departments, so that clear ideas about bank activities and service aspects can be provided.

Scope of the Internship Report

The range of this internship report is focused on General Banking activities and Customer Relations Management (CRM) in Prime Bank Limited. It shows how the bank operates daily activities and ensures quality service for the customer.

The report includes main banking activities, such as opening account, deposit, withdrawal, remittance, check clearing and loan processing. Also it analyzes how the bank uses digital platform, mobile banking and ATMs to increase functionality and customer benefits.

Additionally, the report also presented the Customer Relations Management (CRM) activities, which shows how Prime Bank builds strong customer relationships, solves customer problems and maintains customer confidence and loyalty through personalized service.

Through monitoring, practical experience and data collection, this report provides valuable insights about bank activities, service standards and customer satisfaction and business growth strategies.

Objectives of the Internship Report

The main purpose of this internship report is to gain practical knowledge about general banking activities and customer relationship management (CRM) at Prime Bank Limited. It helps educational theory connect with real banking practice.

Specific Purposes

• Understand the overall structure and management of Prime Bank’s banking activities.
• Monitoring of main banking activities, such as opening account, deposit, withdrawal, remittance and loan processing.
• Evaluating how the bank operates customer relationships and ensures client satisfaction.
• Digital banking tools for enhancing functionality, such as Internet banking, mobile apps and ATM use analysis.
• CRM strategies are analyzing how customer loyalty and trust are helpful to create.
• Gain practical experience and professional skills for future career in the banking sector.

These objectives provide a structure to understand Prime Bank’s functional efficiency, strong customer service and digital innovation.

Methodology of the Internship Report

This report is prepared using a combination of primary and secondary research, to ensure accuracy and credibility of information. During three months of internship at Prime Bank Limited, I have directly monitored daily banking activities and collected relevant information.

Primary Sources

• Direct monitoring: General banking, account management, loan processing and daily activities of customer service department.
• Functional Experience: Performing tasks such as account opening, deposit, withdrawal, remittance and check processing.
• Interviews and discussions: Interacting with bank officials to achieve ideas about process and customer relationship strategies.

Secondary Sources

• Official Publishing: Prime Bank Annual Report, Brochure and Circular.
• Online Source: Bank’s official website and trusted financial journal.
• Educational Reference: Banking activities, risk management and CRM related books, articles and research articles.

After collecting data, I analyzed the banking activities and customer relationship management techniques using qualitative and quantitative methods. This method has created bridges between theoretical knowledge and practical experience, which has provided complete idea about Prime Bank’s activities and the process of maintaining strong customer relationships.

Limitations of the Internship Report

I have faced some limitations when preparing this internship report, which has influenced the depth and range of research:

• Time Limitation: Detailed monitoring of all departments was not possible due to the three-month internship period.
• Limited access: Bank sensitive documents and secret financial information were not found.
• Employee’s engagement: Detailed discussions were limited due to lack of sufficient time for bank officials to have long interviews.
• Incomplete historical data: The previous year’s update was not always available, resulting in the limited trend analysis.
• Complex Process: Some advanced banking activities were required to fully understand.

Despite these challenges, I’ve collected, verified and analyzed the available information, so that the report can provide clear and practical concepts of Prime Bank’s general banking activities and customer relationship management (CRM).

Overview of Prime Bank Limited

Prime Bank Limited was established on April 17, 1995 as a private commercial bank in Dhaka, Bangladesh. The bank was established with efficient banking services and vision for increasing financial inclusion at the country’s regional and national levels.

Over the years, Prime Bank has expanded its activities and currently operates over 100 branches and 153 ATMs across the country. Bank provides wide range of services including corporate, consumer, MSME and sustainable banking solutions.

Leadership

Chairman: Tanjil Chowdhury

Tanzil Chowdhury served as Chairman of Prime Bank Limited from June 1, 2020, succeeding former chairman Azam J Chowdhury. At the age of 36, he took office as the youngest chairman of a private commercial bank in Bangladesh.

Mainaging Director and CEO: Hassan O. Rashid

Hassan. Rashid was appointed as the Managing Director and Chief Executive Officer of Prime Bank Limited on March 14, 2021. Before joining Prime Bank, he worked as an additional management director at Eastern Bank Limited, where he played an important role in increasing balance sheet and transition process of the bank.

Chairman Tanjil Chowdhury and Managing Director and CEO Hassan O. Under the leadership of the Rashid, Prime Bank has focused on increasing functional efficiency, expanding digital banking services and strengthening customer relations, which is helping Bangkok maintain competitive position in the Bangladeshi financial sector.

Vision of Prime Bank Ltd

Being the best private commercial bank in Bangladesh, which will lead to functionality, capital adequacy, asset quality, orderly management and profitability.

Mission of Prime Bank Ltd

Provide comprehensive financial services, maintain high quality corporate governance and contribute to the economic development of Bangladesh through sustainable and innovative banking solutions.

Goals of Prime Bank Ltd

• Achieve excellence and financial stability in the activities.
• Increase customer satisfaction through personalized service.
• Promote durable banking practices.
• Increase availability for customer by expanding digital banking service.

Strategy of Prime Bank Ltd

• Digital Transformation: To facilitate activities by investing in technology and provide innovative banking solutions.
• Customer-centric Approach: Provide service according to customer’s diverse needs.
• Sustainable Practices: Coordination of environmental, social and governance in business activities.
• Strategic Partnerships: Cooperation with various stakeholders for economic development and growth.

General Banking Activities of Prime Bank Ltd

Prime Bank’s general banking activities include:

• Opening Account: Managing Savings, Current and Fixed Deposit Account.
• Deposit & Lifting: Cash deposit and withdrawal, as well as handling various types of term and recording deposit.
• Remittance & Fund Transfer: To complete domestic and international transactions safe and fast.
• Czech Clearing & Cash Management: Protecting transaction purification and fluidity of the bank.
• Loan & Credit Support: Monitoring customers’ loan application, delivery and payment.

Customer Relationship Management

Prime Bank’s CRM strategy mainly helps maintain customer satisfaction, loyalty and trust. This includes:

• Provide Personalized Service: Customized service according to customer’s requirement.
• Using Digital Platform: Make transactions easier and faster through Internet Banking, Mobile App and ATM services.
• Problem Solving: Customer complaints quickly solve and help in the process of problem solving.
• Customer teaching & Instruction: Teaching new services and the use of digital systems.

Overall, Prime Bank Limited combines conventional banking activities and modern digital solutions, so that customers get fast, convenient and safe banking services. The bank’s CRM strategy strengthens customer relationship and ensures long-term loyalty.

Prime Bank Limited Products & Services

Prime Bank Limited provides various kinds of personal, business, corporate and specialized customer service to its customers. The bank combines conventional banking solutions and modern digital services, so that benefits, functionality and customer satisfaction increase.

Deposit Products

• Savings Accounts: Opportunities to store regularly and attractive interest rates.
• Current Accounts: Suitable for business and personal transactions.
• Fixed & Term Deposits: More returns for long term investment.
• Special Deposit Schemes: Account designed for young, women and special customer groups.

Loan & Credit Products

• Personal Loans: Non-secured loans for education, travel or medical expenses.
• Car & Home Loans: Installment facilities for car or home purchase.
• SME & Commercial Loans: Business Loans, Working Capital and Trade Finance.
• Corporate & Structured Finance: Project Finance, Syndication and Marger/Aquisition Funding for large projects.

Digital & Modern Banking Services

• Internet & Mobile Banking: Online transactions, bill payments and account management.
• Corporate Internet Banking: Easy to manage business transactions and accounts.
• Instant Card Activation & PIN Management: Digital Card Activation & PIN Management: Digital Card Activation & PIN Control.
• Customer Self-Service (CSS) Portal: Loan application, updating information or submitting complaints online.

Specialized & Thematic Products

• Women-Centric Banking: Savings, Loan and Perole services for women.
• SME Products: Loan, Supply Chain Finance and Special Account for Small and Medium Business.

Other Services

• Foreign Exchange & Trade Finance: Import and International Transactions.
• Treasury Services: Fund management, investment and money market operation.
• Card Services: Digital payment through debit and credit card.

Prime Bank Ltd. provides these services with digital technology, which ensures fast, safe and reliable banking, and increases customer satisfaction and loyalty.

Prime Bank Limited – Financial Performance (2022–2025)

Year	Net Income (Million BDT)	Total Assets (Million BDT)	Customer Deposits (Million BDT)	Loans & Advances (Million BDT)	Advances-to-Deposits Ratio (%)	Capital Adequacy Ratio (%)
2022	6,295.98	460,000	350,000	300,000	85.71%	17.37%
2023	7,445.76	548,118.45	420,000	350,000	83.33%	17.00%
2024	8,000.00 (estimated)	600,000 (estimated)	460,000 (estimated)	380,000 (estimated)	82.61%	17.55%
2025	8,500.00 (estimated)	650,000 (estimated)	500,000 (estimated)	400,000 (estimated)	80.00%	17.55%

Profitability Highlights

Year	Net Profit After Tax (NPAT)	Earnings Per Share (EPS)	Key Drivers
2022	Tk 481 crore	Tk 4.25	Growth in interest income and fee-based services
2023	Tk 732 crore	Tk 6.47	Increased income from interest, investments, and commissions
2024	Data not available	Data not available	Data not available
2025	Tk 410 crore (H1)	Tk 3.53	Higher interest, investment, and deferred tax income

Key Insights

Activities of 2023: Prime Bank reported a 52% increase in the combined net profit in 2024, which was 732 crore compared to Tk 481 crore the previous year. This growth has been mentioned as the increase in income from interest, investment, commission income and forex and brokerage activities. The income of each share (EPS) was 6.47 in 2024, which is higher than the Tk 4.25 in 2023.

Forecast for 2025: Prime Bank tax next half of 2025 has increased 32% in the Net Profit (NPAT), which has been 410 crore compared to Tk 311 crore in the same period last year. The income of each share (EPS) has been Rs.53, which increased compared to Tk 2.68 in the same period of 2024.

For recent information of Prime Bank Ltd. Click Here…

Return on Equity (ROE)

In short, Prime Bank ROE (Return on Equity) has increased by 20.56% in 2024, indicating a significant increase in management skills and profits. This performance put Bangkok among the top companies in the industry.

Conclusion

Prime Bank Ltd. Internship has given me valuable opportunities to understand the practical aspects of banking activities and customer relationship management. I actively monitor and participated in general banking activities such as opening, deposit, withdrawal, remittance and loan processing.

Moreover, I have gained practical experience in dealing with customer questions, maintaining service quality and ensuring transparency in transactions. I have got the idea of modern banking practice by monitoring how the bank uses digital tools and improving customer satisfaction.

Overall, this internship has closed the gap between academic knowledge and real banking activities. It has strengthened my professional skills, analytical capabilities and the ability to understand customer-centric strategy. This experience has prepared me for successful career in the banking and financial sector, where the importance of activities skills, innovation and strong customer relationships is reflected.

Frequently Asked Questions

• Question 1: What was the main purpose of the internship?
• Answer: To achieve practical experience in general banking activities and customer relationship management.

• Question 2: What categories were monitored?
• Answer: General Banking, Accounts, Loan Processing, and Customer Service.

• Question 3: What skills have been achieved?
• Answer: Introduction with practical banking skills, customer handling, analytical capacity, and digital banking.

• Question 4: How does Prime Bank increase customer satisfaction?
• Answer: Through effective banking activities, digital services, and personalized customer support.

• Question 5: What was the main education result?
• Answer: Increase professional skills, gain practical knowledge, and deep understanding of banking activities and customer management.