Vision
Building a profitable and socially responsible financial institution focused on market and business with growth potential, thereby assisting BRAC and its stakeholders to build a just, enlightened, healthy democratic and poverty free Bangladesh.
Mission
- Sustained growth in ‘Small & Medium Enterprise’ sector.
- Continuous low-cost deposit growth with controlled growth in retained assets
- Corporate assets to be funded through self-liability mobilization. Growth in assets through syndications and investment in faster growing sectors.
- Continuous endeavor to increase fee-based income
- Keep our Debt Charges at 2% to maintain a steady profitable growth
- Achieve efficient synergies between the bank’s branches, SME Sales and Service Centers and SME Unit Offices and BRAC field officers for delivery of remittance and bank’s other products and services
- Manage various lines of business in a fully controlled environment with no compromise on service quality
- Keep a diverse, far-flung team fully motivated and driven towards materializing the bank’s vision into reality.
Values
‘3ICE’
Integrity – Manifesting the quality of being honest, exhibiting consistent behavioral traits guided by principles of morals and ethical code of conduct, defined by the Bank.
Innovation – It is an act of process of introducing new ideas, methods, devices or technologies aimed to get better results with less output.
Inclusiveness – ‘Inclusiveness’ means diverse mix of feelings, ideas and people from all sections or society.
Customer Centricity – To engage with customers to provide any service and enhance the customer experience all the time.
Effectiveness – Ensure all activities produce results and generate output as expected by the stakeholders that create positive impact for the business.
Services
| SL | Offerings | Process of services | Required documents and Place of delivery | Value of services and payment process | Total Time Limit (Duration) | Responsible person (name, designation, Phone number & email) |
| 1 | Savings Account/Current Account/Employee Banking service account/SME Accounts | Online | From Branches/ SME service center /self-service point | Debited from Accounts/ online payment from ASTHA apps | CASA account 4 working days SME & non individual account 5-7 working days | Branch Managers/center manager |
| 2 | Loan/Advance/Credit Card Facilities | File received from branches/SME service center/online | From Branches/ SME service center /self-service point | Credited to accounts | Unsecured loan: 3-7 working days secured loan: 7-15 working days | Branch Managers/center manager |
| 3 |
Credit Card Products & Services |
File received from branches/SME service center | From Branches/ SME service center /self-service point | Processed from head office | 5 - 10 working days | Branch Managers/center manager |
Corporate banking
|
SL |
Offerings | Process of services | Required documents and Place of delivery | Value of services and payment process | Total Time Limit (Duration) | Responsible person (name, designation, Phone number& email) |
| Current Account | Branches, Corporate Head Office | Account Services, Head Office | Branches, Corporate Head Office | Debited from Accounts/ online payment from CORPNet apps | Within 1 working day | Branch Managers/Corporate RM’S |
| Savings Account | Branches, Corporate Head Office | Account Services, Head Office | Branches, Corporate Head Office | Debited from Accounts/ online payment from CORPNet apps | Within 1 working day | Branch Managers/Corporate RM’S |
| SND Account | Branches, Corporate Head Office | Account Services, Head Office | Branches, Corporate Head Office | Debited from Accounts/ online payment from CORPNet apps | Within 1 working day | Branch Managers/Corporate RM’S |
| Term Deposit | Branches, Corporate Head Office | Account Services, Head Office | Branches, Corporate Head Office | Debited from Accounts/ online payment from CORPNet apps | Within 1 working day | Branch Managers/Corporate RM’S |
| FCY Account | Branches, Corporate Head Office | Account Services, Head Office | Branches, Corporate Head Office | Debited from Accounts/ online payment from CORPNet apps | Within 1 working day | Branch Managers/Corporate RM’S |
Internal service offerings
| SL | Offerings | Process of services | Required documents and Place of delivery | Value of services and payment process | Total Time Limit (Duration) | Responsible person (name, designation, Phone number& email) |
| 1 | Pool car services by GSS | Head Office | Head Office through internal apps | Fully subsidized by bank | Daily | Head of General Services |
| 2 | Medical facilities provided by HR | Head Office | Head Office through internal apps | Fully subsidized by bank | Daily | Head of Human resources Division |
| 3 | Insurance facilities managed by HR | Head Office | Head Office through internal apps | As per agreement with insurance company | Apply within 60 days | Head of Human resources Division |
| 4 | Cafeteria facilities controlled by GSS | Head Office | Head Office through internal apps | Fully subsidized by bank | Daily on working days | Head of General Support & Services |
| 5 | Training facilities arranged by HR to improve human resources | Head Office | Head Office through internal apps | Fully subsidized by bank | Arranged by HR time to time as per requirement | Head of Human resources Division |
Expectations of service receivers
| SL | Promises to be made with a view to obtaining services |
| 1 | Customers shall follow the banking norms, practices, functional rules etc. |
| 2 | Customers shall abide by the terms and conditions prescribed for each banking product and services. |
| 3 | Customers shall maintain disciplinary arrangement at the customer service points. |
| 4 | Customers shall convey their grievance or query to the bank in proper way or in prescribed form |
| 5 | Customers shall convey the bank any changes in their address, contact numbers, KYC & TP. |
| 6 | Customers shall not try to show unreasonable persistence, demand, argument & behavior. |
| 7 | Customers generally shall ask any query at prescribed desk such as Customer Service Desk, Call center, Enquiry email at first instance. |
| 8 | Customer should avoid misunderstanding as far as possible by placing queries for clarification regarding any products and services. |
| 9 | Customers should not disclose their Security Items Pin/Password. Like debit card PIN Code, ASTHA username & Password. |
Actions to be taken by the service aspirants if they do not receive the promised service
| SL |
When to Communicate |
To whom to communicate |
Communication Address |
Time of Solutions |
| 1 |
if responsible person failed to give solutions |
Complaint will be handled by M Mahbubur Rahman, FCS |
M Mahbubur Rahman, FCS Company Secretary BRAC Bank Limited Head Office, Anik Tower 220/B Gulshan-Tejgaon Industrial Area Dhaka 1208, Bangladesh Phone: +88 02 8801301-32; 09677551001-31; Ext. 52038 e-mail: [email protected] Fax: +88 02 222298910
|
7 working days |
| 2 |
If the Grievance Redressal Officer fails to resolve within the specified time |
Appellate Officer |
M. Sarwar Ahmed Head of Internal Control and Compliance BRAC Bank Limited Head Office, Anik Tower 220/B, Tejgaon-Gulshan Link Road Dhaka-1208, Bangladesh. email: [email protected] |
7 working days |
| 3 |
If the Appellate Officer fails to provide solution within the stipulated time |
Bank Complaint management cell |
Head of Branch Governance
Head of Customer Centricity
Manager, Enquiry, Customer Experience
|
7 working days |
Citizen Charter of BRAC Bank Limited
|
|
Citizen Charter Service Level Agreement
| Savings Account/Current Account/Employee Banking service account/SME Accounts | Within Dhaka 4 Working days, Outside Dhaka 7 Working days |
| Retail Loan products (personal loan/Auto loan/Secured loan | Within Dhaka 5 Working days Outside Dhaka 10 Working days |
| Credit Card | 5 to 10 working days |
| Remittance Services | Within branch service hour |
| Pay Order/Bond Purchase | Within branch service hour |
Customers’ Rights & Obligations
| Customers’ Rights | Customers’ Obligations/Bankers’ Rights |
|
Customers of both deposits and loans have rights to obtain following information from the bank: 1.The term of the fixed deposit or loan 2. The charges, if any, and consequences of premature termination of a fixed deposit or loan 3. Whether the interest rate is fixed or variable 4. The basis and frequency on which interest payments or deductions are to be made 5. The method used to calculate interest of each product 6. Total amount of income that the customers shall receive on the fixed deposits 7. The total cost of credit with break up if any 8. A schedule of charges, fees, commissions payable for the products or services that the customers have chosen. To know about all charges, fees, and commissions, click on the link: https://www.bracbank.com/SoC. 9. Any additional charges or expenses that the customers have to pay to obtain additional service 10. Any changes to the terms and conditions, fees or charges, discontinuation of services or relocation of premises of the bank 11. Any changes in interest rates regarding the product or service 12. To read the Letter of Guarantee carefully prior signing it 13. To seek independent legal advice before acting as a personal guarantor 14. Buying and selling rates of foreign currencies. 15. Financial statement financial performance indicators etc. 16. Banking hours and holiday notices |
Bankers have the following expectation from Customers: 1. Customers shall follow the banking norms, practices, functional rules etc. 2. Customers shall abide by the terms and conditions prescribed for each banking product and services. 3. Customers shall maintain disciplinary arrangement at the customer service points. 4. Customers shall convey their grievance or query to the bank in proper way or in prescribed form. 5. Customers shall convey the bank any changes in their address, contact numbers, KYC & TP. 6. Customers shall not try to show unreasonable persistence, demand, argument & behavior. 7. Customers generally shall ask any query at prescribed desk such as Customer Service Desk, Call center, Enquiry email at first instance. 8. Customer should avoid misunderstanding as far as possible by placing queries for clarification regarding any products and services. 9.Customers should not disclose their Security Items Pin/Password. Like debit card PIN Code, ASTHA Username & Password. |
Sun, Jun 4, 2023 10:30 AM
| Currency | Buying | Selling |
|---|---|---|
| USD | 107.00 | 108.60 |
| EUR | 114.5435 | 118.3497 |
| GBP | 133.1936 | 137.2396 |