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CHAPTER I
INTRODUCTION

1.1 Background

As per the partial fulfillment of the course of study and requirement of Faculty of
Management (FOM) of Tribhuvan University (TU), students of Bachelors in Business
Administration need to perform internship in any organization for eight weeks and
prepare an individual report based on their internship achievements. BBA truly deals
with all management subjects as well as information technology background that
meets the basic idea of management and its link to information technology in the real
work situation. It is the root for the development of internship in any organization for
minimum of eight weeks, for partial fulfillment of Bachelors in Business
Administration (BBA) program.

Internship is the way of learning career, which aids the creativity and novelty within
its periphery. Internship permits students to be familiarize with the work place
culture, know the working pattern, working environment and show their skill they
acquired during their study period. Through, the provision of the internship, each
student’s interpersonal skills and communication skills are highly developed to
sustain freely in this competitive era. To cope with the changing environment
internship is a platform for gaining greater knowledge to perform effectively with
working experience. It also builds our confidence level to deal with people of different
nature and to work in different working environment.

An internship provides students with an opportunity to gain real-life experience by


working in a business organization for a period of eight weeks. Internship helps to
recognize the real scenario of an organization and industry of one's choosing by
working as a member of the organization for a predetermined period. With the help
of internship students understand bank’s culture and environment and develop their
own insights towards the banking industry which leads them to develop various
professional qualities and skills.
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Tribhuvan University has its ultimate objective of educating students for professional
pursuits in business, industry and government for building up their carrier for the
same. The program stimulates creative and critical thinking and helps in developing
interpersonal communication skills among the students in terms of business and public
administration.

Internship duration has been a wonderful experience and a medium through which
theoretical concepts can be boosted up into practical form by mixing with the real
working environment about how it functions, operates and what motivates employee
to perform well. Likewise, the internship report even allows students in obtaining
insights into various career opportunities through interaction, observation and work
experience in the organization. It also helps in developing competent, confident and
skilled professionalism in students which will strengthen student’s managerial,
entrepreneurial and leadership capabilities in today’s competitive globalized business
world and help in broad understanding of professionalism, integrity and business
responsiveness.

The general purpose of internship program is to fulfill requirement of the BBA


program designed by the Tribhuwan University. Likewise the internship report even
allows students in obtaining insights into various career opportunities through
interaction, observation and work experience in the organization. It also helps in
developing competent, confident and skilled professionalism in students which will
strengthen student’s managerial, entrepreneurial and leadership capabilities in today’s
competitive globalized business world and help in broad understanding of
professionalism, integrity and business responsiveness. It also provides the platform
to apply the theoretical knowledge that was learnt in the college by exposing own self
in real working environments.

Thus it has become a platform to develop basic research and decision-making skills
and to undertake independent analysis and appraisal of different business situation. In
today global era of competition, every business has to face the competition and need
wide expertise to blend up their resources with the market opportunities, waving out
their challenges. And such internship program has really helped fresher to enter into
the global business network for their effective operation and issue management.
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And for fulfilling the partial requirements for the degree of BBA, Internee have
selected “Nabil Bank Limited” (Balaju Branch) as a host organization for internship
purpose, which is the first private joint venture Commercial Bank of Nepal.
This internship report is mainly focused on the customer services provided by Nabil
Bank Limited, Balaju. Since internee had completed internship from the Balaju
Branch, all the details related to the Customer Service Department are based on that
particular branch.

1.2 Objectives of the Study

An internship links the student with the real working environment situation and offers
opportunities to apply theoretical knowledge and gain practical knowledge. The
objective of the internship is to learn the corporate culture of the banking industry.
The specific objectives of this study are:

1. To understand the functions of the customer service department (CSD).


2. To know the behavior of different kind of customers that bank deals.
3. To assess the various process that CSD go through to overcome customer’s
queries.
4. To know how to deal with different customers at different situations.
5. To incorporate theoretical knowledge into practice and achieve the
professional experience.

1.3 Methodology

This study for making this report is mostly descriptive in nature where the facts and
findings are prescribed in a systematic manner. The information required for the
preparation of report has been collected from observation of the activities that are
performed in the bank and the personal interview and consultation with the staffs
involved in different departments of the bank. The secondary data are used in the
report are obtained from websites, brochures, annual report, and books.

1.3.1 Organizational Selection

As my selection of BBA course for the 8th semester was Finance so the selection of
the good organization was very important for my internship. Commercial banks are
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the appropriate organization where internee could tally theoretical knowledge into
practical implications. Thus, for selecting the organization, internee curriculum vitae,
citizenship and recommendation letter from college are dropped in the various Banks.
In this process, Nabil Bank Limited, Balaju branch has accepted internee application
for the internship and give the opportunity to get familiar with the bank.

1.3.2 Placement

Regarding the placement during the internship period, internee was placed in
Customer Service Department of Nabil Bank Ltd, Balaju Branch, banking Office. So
with the reasonable guidance of the employees of Nabil Bank Ltd internee started
internship in Customer Service Department. This eight weeks internship really helped
internee to develop managerial and interpersonal skills. Internee was able to learn the
bank culture, work environment and working procedure of Nabil Bank Ltd, Balaju
Branch.

1.3.3 Duration of internship

As prescribed by Tribhuvan University (TU), the duration of internship period has


been defined for eight weeks. So, the intern as completed by eight weeks in Nabil
Bank Ltd, Balaju branch which started from 15 June 2017 to 10 August 2017, working
hours of 10:00am to 5:00pm.

1.3.4 Activities Performed in the organization

The activities performed in the organization during the internship period are:
Customer Service Department

1. Opening of different types of account


2. Closing of account
3. Providing balance information to customers
4. To fill up deposit slips
5. Customer counseling in various matters
6. Delivery of ATMs
7. Providing the information of banking service
8. Delivery of cheques
9. Providing information about bank’s interest rates, bank charge, etc
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10. Scanning of documents


11. Loading account related documents of customer in WDMS
12. Fulfilling KYC
13. Filing
14. Printing out balance certificates
15. Accepting request of M-banking and N-net of the customers
16. Delivery of Nabil- Net to the customers
17. Printing out the statements
18. Destruction of cheques, ATMs, N-net etc

1.4 Limitations of the Study

During this period of internship, due to the limited time duration of study by T.U, it
was difficult to gather information from all the departments of bank.
Here I have listed some of the limitations that have restricted the internship for broad
studies:

1. Due to limited time, it was not been possible to study all departments of bank
properly. Therefore, only one department have been selected as a sample for
the study that results in some kind of incomplete information and details on
the operation of the bank.
2. The report is prepared for an academic purpose only.
3. The report is confined only to customer service department.
4. The report is prepared based on the functions of only one branch, the working
process may differ in other branches.
5. During the preparation of the report no sophisticated method has been used.
6. The deep analysis and study could not be done due to time constraints, limited
data and knowledge to make the report.
7. To maintain the privacy of the bank, bankers do not provide detailed and
correct information on relevant topic.
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CHAPTER II
INTRODUCTION OF THE BANKING INDUSTRY

2.1 Meaning of Bank


The term bank is derived from the Latin word ‘bank’s’, Italian word ‘banca’ and
French word ‘banque’ all of which mean ‘a bench’. At ancient times there used to be
some moneylenders who sat in the bench for keeping, lending and exchanging of
money in the market place. That was the origin of commercial bank.
Bank is a commercial institution that provides financial services; including issuing
money in various forms, receiving deposits of money, lending money and processing
transaction and the creating of credit. Banks are the financial institution established
with objectives to collect and safeguard people’s money and, then generate profit by
lending same collected fund to people who want to invest. A bank provides an easy
way to pay bills through the maintained account. Bank provide many services such as
accepting various deposits, safeguarding deposits, making loan, providing means of
payment, electronic banking and other services such as traveler’s cheque and money
orders. Banks invest by lending the funds to various investors and business
companies. Regardless of all these things banking industry plays vital role in the
financial system of a country by mobilizing fund from micro level savers to macro
level investors which help in building the backbone of any financial system with
maximum utility.
A bank collects money from those who have it to spare or who are saving it out of
their incomes, and lends this money to those who require it. In general, a bank is an
institution with the following features:
1. It deals with money; it accepts deposits and advances loans.
2. It deals with credit; it has the ability to create credit.
3. It is a commercial institution; it aims at earning profit.
4. It generates profit from the difference between the level of interest it pays for
deposits and other source of funds and level of interest it receives from lending
and investment sectors.
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Definition of Bank
Bank is a financial intermediary accepting deposits and granting loans. In fact, a
modern bank performs variety of function that is difficult to precise and general
definition of a bank.
According to Prof. Kinly, “A bank is an establishment which makes to individuals
such advance of money as may be required and safely made, and to which individuals
entrust money when not required by them for use”.
According to C.R. Crowther, “A bank collects money from those who have it to spare
or who are saving it out of their incomes, and it lends this money to those who require
it”.

2.2 Development of World Banking Sector


There was a long history in the development of banking system from the barter system
to the prevalent sophisticated banking sector. But the proper concept and the
development of bank took place when the World War-2 was inching towards its end
major countries started thinking of the future world. There were valued concern about
reconstruction of devastated areas and rebuilding and developing the war-hit
economies. In 1994, they gathered at Breton woods in New Hampshire State of the
USA. They made remarkable decision to boost international trade and economic
growth and to achieve monitor stability in the global economy. The following
organizations are the outcomes of historical greater woods conference of July 1944:
IBRD (World Bank), IMF (International Monetary Fund), and ITO (International
Trade Organization).

2.3 Evolution of Banking Industry in Nepal


According to the history, it is found that people of our country have been involved in
business and trade since long time ago. Through the production of copper utensils had
been started during the 7th century, business relationship could not be established with
India since India was involved in the production of copper utensil. However, the craft
concerned with copper, wood and metal in our country did attract the Chinese and the
Tibetan a lot, thus resulting in the establishment of business relationship with China
and Tibet.
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In 12th century there was silver coin called ‘Dam’. Later on in 14 th century
‘TANKADHARI’ one is that dealt with the lending money to the public. Its main
objective was to earn profit, so they used to charge high interest rate. To control
interest rate ‘TEJARATH ADDA’ was established in 19 th century. It provides loans
to the people working in government offices on the basis of the security and to public
on the basis of collateral they deposit. It charges only 5% interest rate per annum. It
only provides loans but does not accept deposit.

In 1980 B.S. Nepal could establish business with countries beyond India as well and
first modern bank Nepal Bank Limited was established in 1994 B.S. kartik 30th
according to the Nepal Bank Act 1993. Nepal Bank Limited was established with 51%
ownership of Nepal government and 49% of equity participation from private sector.
Later on in 2012 B.S. Nepal Rastra Bank was established with the objectives to
maintain the internal external stability. In 1996 A.D. government established another
bank named Rastriya Banijya Bank to make money transaction easy. Besides that,
establishment of Nepal Industrial and Development Corporation in 1959 A.D. and
Agriculture Bank in 1967 A.D. as well as other cooperative societies also started
contributing to the economy and banking tradition in Nepal grind lays Bank limited
established in 1986 A.D. There are other several commercial banks and in Nepal
commercial banks should be registered under Company Act or Commercial Bank Act
under section 12(a) to (w).

2.4 Need of Banking


Banks today gained paramount trust to the public. At present the functions of banks
are not only confined just to accept deposits and give loans; they are specialized in
large number of services and render a wide range of financial services covering
different part of society. Need of bank includes the following in more perspectives but
does not limit to:
1. Financial intermediation
2. Boost up trade and economic development
3. Organized institution which helps in capital formation
4. Fund transfer and safety of valuables
5. Underwriting services and agency services
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6. Employment

2.5 Roles of Banks


The various roles played by the banks are as follows:

Intermediation Role: It transforms saving received primarily from households into


credit (loans) for business firms and others in order to make investments in new
building, equipments, and other goods.

Payment Role: It carries out payments for goods and services on behalf of their
customers such as issuing checks, wiring funds, providing a conduit for electronic
payment and dispensing currency and coins.

Guarantor Role: Bank Stands behind their customer to pay off costumers debts when
those customers are unable to pay such an issuing letter of credit.

Agency Role: Bank acts as an agency on behalf of the customer to manage and protect
their property or issue and redeem their securities usually providing through the bank
trust department

Policy Role: It also serves as a conduit for the government policy in attempting to
regulate the growth of the economy and pursue social goals.

2.6 Nature and Scope of Banking Industry in Nepal


The nature of the bank revolves upon the intensity of the services, roles and functions
it performs or undertakes. The banks having wider range in these criteria generally do
lead the market and have good image in the market as well. Nepal has reasonably
diversified financial sector relative to its small and under developed economic base.
With the need of financial activities, the financial sector of our country has boosted in
the past 10 years.
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Table 2.1 Classification of Banks and Financial Institutions


Class Financial Paid up capital in Number of
Institutions Rs. (Crore) Institutions

A Commercial Banks 800 28

B Development Banks 250 57

C Finance Companies 80 36

D Micro Finance 25 48

Source (www.nrb.org.np)

2.7 Development of Commercial Banks in Nepal


The history of commercial bank in Nepal start forms the establishment of Nepal Bank
Limited on 1994 BS. It is the first bank in Nepal and prior to this, there was no such
organized banking system in the country.
In 2041 B.S, Government under the environment of inviting the foreign banks started
to operate banking business in joint venture, which invited foreign investment. The
first joint venture bank was Nabil Bank Ltd. At present there are many banks that
provide different services to the people throughout the nation and people are getting
better services through competition. Under the Company ACT 2021 B.S, these banks
were established in Nepal. At present there are 28 commercial banks operating in
Nepal. The commercial banks in Nepal can be shown in Annexe-1.

2.8 Present Scenario of Commercial Banks in Nepal


Currently bank does not concentrate in their acceptance of deposit and its
disbursement. Banks are gradually starting to realize that, in today’s competitive
banking environment, exemplary customer service is one of the distinguishing
characteristics that banks can exploit to establish a competitive edge. The financial
services offered by the financial institutions are comparable there is no much
distinction between them. So now the bank should put it in such a way that they could
stand out right.
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Banks are therefore, looking to develop innovative products and services to maintain
superior customer services levels while at same time remaining profitable. With the
number of market players in the rise, the competition has been obviously growing in
the banking industry. The most obvious effect of the rising competition can be seen
in the interest rates offered by the banks.

Banks are gradually shifting towards IT based solution to enhance service delivery in
order to address customer concerns. Most banks are embracing E banking and
provision of ATMs to reduce long queue in banking hall. In addition, some banks
have launched mobile phone banking services while facilities several account query
tools, including account balances, thereby minimizing the need for customers to visit
banks. This drive towards IT based solution will continue to gather momentum in the
future as banks will find it very difficult to survive in the ever growing competition
without some form of competitive advantages.
There are various current trends in banking that have made the competition intense
are:
1. Technological Advancement
2. Increasing Globalization
3. Regulatory Influences
4. Variety of services proliferation
5. Globalization Impact
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CHAPTER III
INTRODUCTION OF NABIL BANK LTD

3.1 INTRODUCTION
Nabil Bank Limited, the first joint venture bank of Nepal, was established on 12th
July 1984 and has since pursued its objective of catering world class banking
services to all sectors of Nepalese economy. It has its head office located at Nabil
center, Beena marg, Teendhara, Durbarmarg which is also a premium location of the
capital. Nabil provides a full range of commercial banking services through its 52
points of representation across country and all over 170 correspondent banks across
the globe. Out of 52 branches, 21 branches are situated inside Kathmandu valley
and 31 are outside the valley.

The bank’s customer base, business portfolio, geographic outreach and its efficiency
and profitability ratios amply reflect its successful operation over the last 33 years.
Bank is fully equipped with modern technology which includes ATMs, credit cards,
Internet banking system and Telebanking system. It operates on a world renowned
core banking software ‘Finacle’. Nabil has a large domestic network of 93 ATMs in
the Kathmandu and outside the valley. They issue EMV chip based card which
enhances the security of the card and card transactions of the customers by
manifolds. It is the only bank which is the principal agent of Western Union
international in Nepal. Western Union, Nabil Bank Ltd. and eSewa Pvt Ltd. have
launched mobile money transfer service to WU customers in Nepal.

Nabil, as a pioneer in introducing many innovative products and marketing concepts


in the domestic banking sector, represents a milestone in the banking history of
Nepal as it started an era of modern banking with customer satisfaction measured as
a focal objective while doing business. Operations of the bank including day to day
operations and risk management are managed by highly qualified and experienced
management team. Bank is fully equipped with modern technology which includes
international standard banking software that supports the E-channels and E-
transactions.
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Nabil Bank Ltd is moving forward with a mission to be “1st Choice Provider of
Complete Financial Solutions” for all its stakeholders, customers, shareholders,
regulators, communities and staff. Nabil Bank Ltd is determined in delivering
excellence to its stakeholders in an array of avenues, not just one parameter like
profitability or market share. Its Brand Promise was “Your Bank at your service”.
Recently, it has been changed to “Together Ahead” .The major activity of banks is
focused on the customer oriented. The major target of banks is to make customer
delighted and satisfied.
3.1.1 Products, Services and Facilities
Though Nabil Bank Limited is first joint venture bank of Nepal it has been the
innovator in introducing many new products. To illustrate, the bank has implemented
till the following products now:

1. Different credit facilities


2. ATM, ABBS, CHEQUE BOOK, STATEMENT and SMS
3. Letter of credit and guarantee transaction
4. Remittance facilities from different countries
5. Internal remittance facilities
6. Locker facilities
7. Foreign currencies exchange
8. Internal banking service
9. Bills and clearing facilities
10. Accidental death insurance
11. Internet banking and Mobile banking facilities

Deposits
Like any other bank, Nabil Bank accepts deposit from individuals, business
organizations and other institutions. It offers the following product and services to its
customers.

Current Account
Current deposit is a type of non-interest bearing deposit in which customer can make
any number of deposits and withdrawals of demand to suit every business need. Nabil
Bank Ltd has tailor made current account which rightly meets the needs of today’s
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fast growing business enterprises. With advanced technological features all banking
needs are being taken care of. The customer can access to their account all branch of
Nabil Bank Ltd. The minimum balance required to open the current account in the
Nabil Bank Ltd is “Zero”. This account does not provide any interest to its customer.

Saving Account
Nabil Bank Ltd offers Normal Saving account facility to cater to the saving habits of
individuals and households. Initial deposit ranges depend upon the branch and its
level. The minimum amount needed for opening saving account in Nabil Bank Ltd is
Rs. “Zero”. In this type of account a depositor withdraws the deposit without any prior
information.
Types of Saving Account
• Normal Saving Account
• Women Saving Account
• Minor Account
• Jestha Nagarik Saving Account

Fixed Account
Fixed Deposit can be opened with a minimum balance. Interest is payable Quarterly.
Penal interest is levied on withdrawal of FD prior to maturity. Tax is deducted at
source from the interest on saving deposit as per the Income Tax Act, 2058(2001).
Nomination facility is available on FD. Strict confidentiality is assured on the
operation of FD. The tenure of FD is 3 months, 6 months, 9 months, 1 year, 2 years
and above 2 years. The parties eligible to open FD account are Individuals, Minors,
Trusts, Associations, Clubs, and Societies.

Loan and Advances


There are various types of loan/advances products provided by Nabil Bank Ltd
through its extensive branches around the country.

Personal Loans
Personal loans are provided to fulfill the personal needs of an individual. It is basically
provided against the land and building and other fixed properties of an individual.
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There are mainly two types of personal loans i.e. Personal Term Loan and Personal
Overdraft Loan.

Auto Loans
This loan is provided for purchase of new vehicles. Auto loans are provided for both
private and commercial use. The criterion for taking auto-loans is as follows.
• The loan is provided to Nepalese Citizens only.
• This is provided to any salaried and self-employed individuals and companies.
• The loan is provided to any salaried and self-employed individuals and
companies having regular and stable source of income.
• All borrowers and guarantors should not be enlisted in “Black List” of NRB.
• In case of individuals, the borrower must be at least 21years and should not
exceed 60 years at the time of maturity. The retirement age must be more than
the tenure of the loan.
• Years of work experience is needed for salaried individuals.
• The company / firm should be in operation since last three years.
• The person taking loan for the company / firm is to be authorized by the
company / firm as appropriate.

Home Loans
This loan is provided for purchase a plot of Land, purchase a plot of land and construct
a building on it, purchase of already built house, purchase of Bungalow constructed
by builders, developers, renovation, modification, extension of existing building and
construction of building on land already owned. The loan is provided to any
individuals who have regular and stable source of income. This loan can be given to
any salaried and self-employed individuals. The loan will be provided to Nepalese
Citizens only.

Business Loan
Loan and advance demanded & usages for the business purpose. Business it selves
are made from the cash flows of the concern business. Business loan are: Term loan,
working capital loan, Bridge gap loan, Infrastructure loan etc.
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Margin-Lending:
This loan is provided against the shares of the companies, which are listed in Nepal
Stock Exchange (NEPSE) and acceptable to the bank. Any individual, companies, and
firms can take this loan. But, all the borrowers should be Nepalese citizen. This loan
can be taken against the shares owned by any person or company.

Nabil Remit
Nabil Bank Ltd introduced 'Nabil Remit' - an online/internet based Remittance
Service for the purpose of facilitating to transfer the earnings of Nepalese and
Nepalese Expatriates in foreign countries with the help of available Nabil Bank Ltd
agents. Along with inward remittance from foreign countries, Nabil-remit is powered
by domestic money transfer facility through all of the bank's branches throughout the
country with very minimal charge.

Safe Deposit Vaults


The Safe Deposit Vaults facilities provided by Nabil Bank Ltd helps customers to best
protect their valuable commodities and documents. Customer’s valuables are safely
stored in another location other than their home or business, which provides safest
protection for their commodities and documents from fire and theft. Safe deposit vault
provides protection for valuable commodities like jewels, medals, rare stamps and
negatives for important photos and valuable documents like insurance policies, birth
certificates, deeds, leases, contracts, bonds, certificates of deposit, etc. in case of fire
or theft.

Nabil Bank Ltd ATM/Debit Card


ATM/Debit Card of Nabil Bank Ltd allows its customers to access a vast network of
ATMs located in various points in Kathmandu and other major cities within Nepal
and India as well. The ATM card allows the cardholder to withdraw cash, inquire
account balances and to pay for purchases through POS transactions. Nabil Bank Ltd
ATM outlets support cards from the banks associated with SCT as well as Visa and
Master Cards. Nabil bank also provides credit card facilities to the customers and
made it easy to them to withdraw cash. Nabil bank also issues prepaid Visa and Master
Cards to the customer who are travelling outside a country.
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SMS Banking Services


Nabil Bank Limited provides SMS (Short Message Service) Banking service to it's
valuable Customers. Nabil Bank Ltd provides the service from all computerized
branches. In SMS Banking service, customer can get account information easily by
accessing to Nabil Smart App. Nabil Bank Ltd SMS banking service also provides the
extra services to its valuable customers such as New Product information of bank,
Loan alert messages and cash withdrawal notification on customer's request.

Any Branch Banking Services (ABBS)


Nabil Bank Ltd is now having largest ABBS network with 52 branches throughout
the country. In this banking service, customer having account with Nabil Bank Ltd
can access their account from any branches which are online or within the network
with central node. In ABBS facility customer can deposit, withdraw and remit money
from any one branch, which are connected with central node

E-Banking
Now Nabil Bank Ltd is just a click away. Customers can access their account in Nabil
Bank Limited on their desktop, from any place. Nabil Bank Ltd Internet Banking
provides wide coverage of services in order to facilitate valuable customers. Balance
check, cheque stop, cheque issue, statement print etc are some of the facilities under
this service.

3.1.2 Mission, Vision and Objectives


The mission, vision and objective of the Nabil Bank Ltd are listed as below:

Vision Statement
Nabil Bank Ltd holds of a vision “to become the bank of first choice” and to be a bank
for all across all geopolitical zones and socioeconomics strata of the nation that can
provide myriads of financial solutions and create values for all their stakeholder, to
stand in the community with their economic and civic role. Nabil Bank Ltd is based
on the respect, service, reward, opportunity, cooperation, support and safety for the
customers.
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Mission Statement
Nabil Bank Limited seeks to prove that Nabil Bank Ltd is driven by the spirit for
realizing those visionary aspirations. With that end in view, Nabil Bank Ltd work in
partnership with the stakeholders and the community at large. Nabil Bank Ltd
approaches to differentiate their products by reengineering them with the best
technologies and management philosophy in keeping in focus their customer’s
satisfaction over and above everything else at all times.

Values Statement

At Nabil Bank Limited, they surge to turn their services and products into economic
values for their treasured customers, taking care of their financial needs. Nabil Bank
Ltd fosters corporate governance, realizing the values their regulators always cherish
through financial disciplines. Besides, Bank has set C.R.I.S.P. (Customer Focused,
Result Oriented, Innovative, Synergistic and Professional) as its values, which it lives
by in day to day operation of the bank’s business.

Objectives

Nabil Bank Limited has the following objectives:

1. Continue to maintain leading share of banking sector with a significant


presence in all major geographical areas in the country.
2. Provide competitive and customer oriented banking services to all customers
through competent and professional staff.
3. Maintain leadership within the national financial community.
4. Developing a fruitful bond with the society through continuous socially
responsible activities.
5. Introduce modern banking technologies to facilitate transaction.
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3.2 Ownership Structure of Nabil Bank Ltd


The share distribution pattern of Nabil Bank Ltd are shown in table below:
Table3.1 Share Distribution Pattern (Ownership Structure)
S. N. OWNERSHIP PERCENT

1 N.B (International), Ltd., Ireland 50%

2 Nepalese Public 30%

3 NIDC 10%

4 Rastriya Beema Sansthan 9.67%

5 Nepal Stock Exchange Ltd. 0.33%

Total 100%
Source (www.nabilbank.com.np)

The above table shows the ownership structure of Nabil Bank Ltd which is shown on
the pie chart given below:

PERCENTAGE
N.B (International),Ltd,Ireland Nepalese public
NIDC Rastriya Beema Sansthan
Nepal Stock Exchange

0.33%
9.67%

10%

50%

30%

Fig: Share Distribution Pie Chart View


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1.3 Nabil Bank Ltd Network Overview

Table 3.2 Nabil Bank Ltd Network Overview


Region Wise Branches No of Branches

Inside Kathmandu Valley 21

Outside Kathmandu Valley 31

Total 52

Source (www.nabilbank.com.np)
Nabil Bank Ltd currently has most number of branches among all the commercial
banks. The total count of branches is 52 and Nabil Bank Ltd is also considering to
open other 16 branches across a country.

3.5 Board of Directors:


There are 7 BOD’s in Nabil Bank Ltd and their names are:
• Mr. Satyendra Pyara Shrestha : Chairman
• Mr. Shambhu Prasad Poudyal : Director
• Mr. Dayaram Gopal Agrawal : Director
• Mr. Achyut Prasad Bazgain : Professional Director
• Mr. Mohiuddin Ahmed : Director
• Tabith Awaal : Director
• Mr. Shyamalendu Chatterjee : Director

3.6 Future Plans of Nabil Bank Ltd:


Nabil bank has plans to extend more of its branches to give banking facilities to all of
their customers residing in different places.
• The quality of information technology that it is using is going to be revised.
• More ATM locations will be extended.
• Bank is going to open new branches in both inside and outside Kathmandu
valley.
• Bank is coming up with new more products and services for their customer
such as payment gateway system and to become the first to lunch in Nepal.
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CHAPTER IV
ANALYSIS OF THE ACTIVITIES DONE AND
PROBLEM SOLVED

4.1 Introduction of Customer Service Department of Nabil Bank


Ltd
Customer Service Department is the primary level service, which deals with the
customers directly. Nabil Bank Ltd has designed a separate Help Desk Department in
its branches for providing help desk service to its customers. It is one of the most
important departments of any bank as it is the place of first contact for most of the
customers of the bank. The most part of convincing to get related with the bank is done
in the Help Desk Department, as it is the first place where the customers head as soon
as they land their first step in the bank. Only the critical and most sensitive cases are
put forward in the desk of the seniors.
Customer Service Department is the desk where customers are provided the required
information. It is often called as information desk as customer first contacts in this
department for their queries and the department being responsible for providing the
surface level assistance to the customers. Help Desk acts as an interface between the
customers and other departments of the bank. It is the first and the most important place
for the organization because it is the place where the customer is convinced to invest
their savings in the organization.
The help desk hence should be clean, efficient and friendly handled with the
sophisticated and technically sound employees of the bank. This is the most sensitive
department that is oriented towards customer and basically handles all the queries of
the customers. The knowledge gained regarding the major activities in this department
are:
1. Customer counseling
2. Account opening
3. Account closing
4. Issuance of account statement
5. Delivery of cheque book
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6. Balance inquiry
7. Delivery of Nabil-Net
8. Issuance of balance certificate
9. KYC update of customer
It is very important to know that a highly satisfied customer stays loyal longer, buys
more as the organization introduces new product, pays less attention to competing
brands and is less sensitive to price. Having a significant number of this kind of
customers is only possible through the efficient functioning of help desk department of
any organization. It would then not be inappropriate to say that this department is the
key to success of any organization.

4.2 Functions and Responsibilities of CSD of Nabil Bank Ltd


Following are the functions and responsibilities of CSD of Nabil Bank Ltd:
1. Disseminating information related to various banking products and services that
are available to satisfy needs of customers.
2. Manage the various forms and vouchers such as different new account opening
forms, closing forms, etc.
3. Helping the customers to open the new accounts and the forms are filled up
precisely as per the needs.
4. Converting the hard information of the customer into the soft copy by entering
the same information from the account opening form in the banking software –
WDMS.
5. Entering the personal information.
6. Maintaining the record of locker visitation of a customers.
7. Scanning the account opening form and KYC of a customer and uploading these
documents in banking software WDMS.
8. Maintaining the record of total number of the cheque requisition given by the
customers.
9. Making the photocopy of all necessary identification, documents as per the type
of the account being open and verify with the original one.
10. Providing the bank statement to the customers to see their transactions being
taken place.
11. Preparing exhibits at the end of each month.
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12. Making regular contacts with customers to flow important messages such as:
• Pending information yet to be provided
• Issue of the services such as ATM card
• Maintaining good communication and coordination with the customers.

4.3 Activities Done in CSD


4.3.1 Customer Counseling
The success of the bank depends upon success of help desk department. Customer
counseling is the most important function of help desk department. The efficiency of
the help desk department or an organization is the outcome of the quality of the
customer counseling that it provides. Help desk department is concerned with
counseling the new as well as the existing clients regarding the products and the services
provided in this branch.
4.3.2 Account Opening
It is the most frequent activity done in help desk department. Most of the customers
visit banks for opening an account. They open account for depositing money in the bank
for their safety by taking some percent as interest rate. Customers can open their
account as per their wish in various types of accounts, which are mentioned below:
➢ Current-Account
According to Commercial Bank Act (2031), “Current Account is the deposit accounts
maintained with the bank and financial institutions having the facility for withdrawal
on demand.” The account under which the customers can withdraw money at any time
according to their requirement is called current account. It is the account in which there
is no restriction in respect of the amount and number of withdrawals. No interest is
allowed to the customers under this account.
Features of Nabil Bank Ltd's Current Account
• No interest rate
• Minimum Balance Rs. 0
• Unlimited withdrawal
• Any branch banking
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➢ Saving-Account
According to Commercial Bank Act (2031), “Saving Account is the deposit accounts
maintained with the bank and financial institutions with an objective of saving.” The
account, which has some features of current account as well as fixed deposit account,
is known as saving account. It is the account, which is usually opened by individuals in
which there is restriction in respect of the amount and number of withdrawals. A
moderate rate of interest is allowed to the accountholder, which is less than the fixed
deposit account.
Features of Nabil Bank Ltd’s Saving Account:

• Minimum Balance Rs. 0


• Interest Rate is 3.00%
➢ Fixed-Account
According to Commercial Bank Act (2031), “Fixed Deposit is the deposit accounts
maintained with the bank and financial institutions for the stipulated period of time.”
The amount deposited in a bank for fixed period is known as fixed deposit. The amount
deposited under this account cannot be withdrawn before the expiry of the time period.
The Bank allows higher rate of interest in fixed deposit in comparison to other accounts.
The rate of interest differs according to the period of maturity.
Features of Nabil Bank Ltd fixed account
• 1 Month Interest Rate is 2.5%
• 3 Month Interest Rate is 4.00%
• 6 Month Interest Rate is 7.00%
• 1 Year Interest Rate is 8.50%
• 1 Year to 2 Years Interest Rate is 9.00%
• 2 Years to 5 years Interest Rate is 8.00%
Requirement to open new account
Customers are required to fulfill some basic requirement before they open their account.
Those requirements are mentioned below:
➢ For Personal Account:
1. Copy of citizenship or Passport
2. Two photograph
3. Electricity or water bill
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4. Copy of citizenship of family members


5. Signature of the account holder (Thump impression is not allowed)
6. Two photographs of nominee
7. Copy of citizenship or passport of nominee
➢ For Minors:
1. Birth certificate of minor
2. Two Photographs of the minor
3. Copy of citizenship or passport of nominee
4. Two Photographs of nominee
5. Signature of the nominee
6. Electricity or water bill
➢ For Clubs/Societies and Association:
1. Copy of Registration Certificate
2. Copy of Bye-Laws
3. Copy of Resolution to Open and Operate the account
4. List of members
5. Copy of citizenship or passport of signature holders
➢ For Corporate body:
1. Certificate of Incorporation
2. Memorandum and Article of Association of the Company
3. Resolution of Board of Directors to Open and Operate the account
4. Sample of Company Seal
5. Audit Report
6. Name of the Directors of the Board
7. Copy of citizenship or passport of signature holders
➢ For Partnership Account:
1. Certificate of Partnership Registration
2. Audit Report
3. Copy of Partnership deed, if any
4. Copy of citizenship or passport of partners
➢ For Proprietorship Account:
1. Registration Certificate
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2. Identification of Proprietors
3. Audit Report
4. Copy of citizenship or passport of proprietors
Procedure for account opening in Nabil Bank Ltd

1. Received duly completed account opening form along with signature card. The
signature card should be signed by the customer in front of the bank officials.
2. Check the application form being filled by the customer and see whether all the
required information are being properly filled up or not.
3. Verify photocopies of documents with original one and attest it with the form.
4. The hard copy information is being converted into soft copy by entering all the
information in the banking software WDMS.
5. Higher-level staffs approve the accounts opened.
6. Scanning the account opening form and other documents of customer and
uploading these scanned file in WDMS.
7. Customers are then provided with the cash / cheque deposit slip for depositing
cash in their newly opened account.
8. After all the necessary entries are made, checklist as per the type of account
opened is attached with the form.
9. At last the form is forwarded to the back office kamladi branch.

4.3.3 Account Closing


Customers also need to close their accounts because of different reasons. While closing
an account, customers need to fill up the account closing form. After filling up the form,
the last balance that is to be refunded should be calculated referring the account opening
form that is preserved in the file. After that, an account should be closed and refund the
remaining balance to the customer. The presence of the account holder is a must while
closing the account. The chequebook and ATM card, if received must be returned to
the bank while closing an account.
Procedure for closing account in Nabil Bank Ltd
Request related to closure of accounts should be made on the preprinted application
form available in the bank.
1. The customer should fill up the account closing form being provided by the
bank.
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2. On receipt of request, the staff in help desk department verifies the signature
over the request.
3. The staff should inform the supervisor about the closing of an account.
4. For the closure of individual account and sole proprietorship account, the
account holder should visit bank himself / herself. Similarly, in case of joint
account all the account holders should be present.
5. For the closure of accounts following documents should be returned to the bank:
• All the unused cheques should be returned
• The ATM card should also be returned (if received)
1. Settlement of the balance after deducting all the required charges. Ensure that
no balance is left in the customer’s account.
2. Close the account in the banking system.
3. The account closing form with all the documents are to be filed in the account-
closing file.
4. The returned cheques should be punched making them void.
5. The returned ATM card should be destroyed and blocked.
6. The account closing form is forwarded to the back office kamladi branch.

4.3.4 Bank Statement Issuance


Bank statement contains the financial transaction of the customer’s account. All the
debit and credit balances, tax charges, interest are shown in the bank statement. On the
demand of the customers, the bank statement for required period of time is provided. It
is provided to the account holder.
Procedure for issuing Bank Statement in Nabil Bank Ltd
1. The account holder him/herself must be present to collect the bank statement;
for account holder’s inability to present, the agent must come with an
application featuring detail information of account holder and name of an agent
with his/her valid ID.
2. The receiver must provide information to the help desk staff regarding account
title, account number, time period with account holder’s signature/reference.
3. If the customer is requesting for the statement of a firm, then he/she must bring
the letter.
4. At last the statement is provided.
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4.3.5 Cheque Book Issuance


Cheques are defined as a written order to someone's bank to pay money from his or her
account to the person to whom the cheque is made out. The person who draws the
cheques is called drawer, the bank on which the cheques is drawn in called drawee and
the person to whom payment is to be made is called payee. There are different types of
cheques.
Procedure for issuance of Cheque Book in Nabil Bank Ltd
1. Authorized signature must be obtained on the account opening form to issue
cheque book for new account.
2. For old account, cheque book can be issued against cheque requisition form.
3. Number of leafs for new account is provided as per the type of account and for
old account number of leafs are provided as per the customers demand.
4. The account holder should be present while receiving cheque book.
5. Once cheque book becomes ready for delivery, make entry in the cheque book
issue register all the particulars related to that cheque book, the signature of
cheque book recipient to be obtained in the register as a proof of delivery of
cheque book.
6. Cheque book needs to be finally rechecked at the moment of handing over to
the recipient.

4.3.6 Balance Inquiry


For balance inquiry purpose, the account holder must be present him/herself in the bank
with some identification e.g. citizenship certificate, passport, license, etc. The help desk
staff, on fulfillment of the requirement of bank, searches in the Newton and provides
the information regarding account balance.
4.3.7 Balance Certificate Issuance
Balance certificate contains total available balance of an account. Balance certificate
can be issued converting the Nepalese currency into different currency as requested by
the account holder. On the demand of customer, bank certificate is provided by charging
certain amount to the customer.
Procedure of issuing balance certificate in Nabil Bank Ltd
1. Customer must present himself/herself to the bank in order to receive balance
certificate and must fill up the form of balance certificate.
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2. If account holder is unable to present in a bank then agent must have the
signature of an account holder in the balance certificate form.
3. Agent must come up with his/her valid ID to collect balance certificate
4. Approval of supervisors and their signature is required in the balance certificate
printed on the bank’s letter head.
5. Copy of balance certificate is made and attach it with the requisition form of
balance certificate along with the copy of ID of an agent.
6. At last Balance certificate is hand over to the customer after doing their
signature in the register.

4.4 Problem Solved


During the time of internee in Nabil Bank Ltd, internee was placed only in customer
service department. As by being in CSD, the main job of the internee was to deal with
the different nature of customers. Most of the difficulties faced by internee was kind of
routine problem, where internee has to deal with the same problem daily. However, an
internee was assigned some specific task by the bank to complete in a limited time
frame. The head office has assigned each branch to complete KYC update in time as
noticed by the NRB. Bank has assigned internee and other staffs for completing that
task in time. Internee had to attach KYC form filled up by the customer and upload all
the account opening form and KYC in WDMS. However, an internee solved the
following routine problem during the time of internship.

• Problem related to the wrong information and the incomplete information:

Most of the problems of customers faced by the bank was due to the wrong information
provided by the other customer or due to the incomplete information. So, the main job
of the CSD officer is to handle those case either by providing right information on by
complete information.

• Problem related to the non-functioning of various services

One of the major problems that CSD officer has to deal with is the non-functioning of
various banking services. Sometimes the system that Nabil Bank Ltd operates its
banking operation doesn’t work, and it would take half an hour or more to run the
system normally. During that period, all the customer used to came and complain to
30

CSD department. And it was the responsibility of CSD officer to convince the customer
in a good way.

• Problems related to the service provided and mistakes done by the other employees

Sometimes, other employee commit mistakes and make the customer dissatisfied. In
that particular situation, it is the responsibility of the CSD officer to make the correction
rightly on time, and should able to create good image in the mind of customer.
31

CHAPTER V
CONCLUSION AND LESSON LEARNT

5.1 Conclusions
The internship program is very fruitful for the development of students. During whole
period of internship and the preparation of this report the internee learnt a lot about the
banking sector and banking operation. From internship, the students are exposed to real
world of commerce and able to gain broad knowledge and experience with different
departments as well as working principles of commercial Banks. The student working
in the respective organization and the respective department should not only sit and
watch but also perform the task by himself/herself.

With the increasing number of Nepalese people working outside the country, the
demand for remittance service has been increasing. Nabil Bank Ltd has been leading
bank in remittance service as it has a large network of branches around the country.
Apart from this, Nabil Bank Ltd has established correspondence and agency
relationship with various institutions in remittance sector. Nabil Bank Ltd has been
using modern technologies for providing remittance service to its valued customers like
SWIFT, Drafts, TT and Mail transfer, etc. The remittance service of Nabil Bank Ltd
has been assumed to be secure as it uses secret key for inward and outward remittances.

Help Desk Department is one of the most important departments of any bank as it is the
place of first contact for most of the customers of the bank. It is the desk where
customers are provided the required information. The main functions of this department
is account opening, account closing, cheque printing and issuing, providing bank
statement on request and providing customers with the required information on bank’s
products and services. All the necessary documents required during opening an account
can be known through this department.

Nabil Bank Ltd has focused in improvements of the information technology, venturing
into new areas of banking activities and has laid greater stress in improving the quality
of manpower. The bank has also emphasizes to remain competitive in fast changing
32

environment Nabil Bank Ltd promises to deliver customer centered products and
services par excellence with the customer care and full satisfaction.

5.2 Lesson Learnt


Working as an intern in Nabil Bank limited for eight weeks, I was able to use myself in
the world of business where I could apply my theoretical knowledge in practice. This
internship also provided me with greatest opportunity to acquaint myself with the
banking industry. Further, it provided me the practical exposure and helped me to
understand corporate social responsibility and develop corporate attitude.
Some of the lesson learnt during the internship program is stated below:
1. Learnt to open different types of account under different schemes with
necessary documents.
2. Learnt how to issue balance certificate of the customers which is only issued
after the approval by head of the department.
3. Learnt to develop positive attitudes and work under the rules, regulations and
culture of the organizations.
4. Learnt how to operate banking system, i.e. FINACLE, WDMS, MIS.
5. Learnt to print the statement of the customers from the date they want.

In an organization, personnel's despite being under work pressure, lots of responsibility


and under rules and regulation, there develop certain socialize environment which
attach one another beyond the hierarchy level creating the environment more friendly
and affectionate. The degree of socialize environment of any organization determines
the effectiveness and efficiency of any organizational culture. Hence, the efficient
management is the reason behind the success of any bank despite of the heavy work
load. This is the reason behind Nabil Bank Ltd's success in this competitive world.
33
TABLE OF CONTENTS
Title Page No.
Cover Page i
Approval Sheet ii
Recommendation Letter iii
Internship Completion Letter iv
Declaration v
Acknowledgement vi
Table of Contents vii
List of Tables ix
List of Figures x
Abbreviations xi
CHAPTER I................................................................................................................... 1-5
INTRODUCTION ............................................................................................................ 1
1.1 Background ............................................................................................................. 1
1.2 Objectives of the Study ........................................................................................... 3
1.3 Methodology ........................................................................................................... 3
1.3.1 Organizational Selection .................................................................................. 3
1.3.2 Placement ......................................................................................................... 4
1.3.3 Duration of internship ...................................................................................... 4
1.3.4 Activities Performed in the organization ......................................................... 4
1.4 Limitations of the Study ......................................................................................... 5
CHAPTER II ............................................................................................................... 6-11
INTRODUCTION OF THE BANKING INDUSTRY .................................................... 6
2.1 Meaning of Bank ................................................................................................... 6
2.2 Development of World Banking Sector ................................................................. 7
2.3 Evolution of Banking Industry in Nepal ................................................................ 7
2.4 Need of Banking .................................................................................................... 8
2.5 Roles of Banks ....................................................................................................... 9
2.6 Nature and Scope of Banking Industry in Nepal ................................................... 9
2.7 Development of Commercial Banks in Nepal ..................................................... 10
2.8 Present Scenario of Commercial Banks in Nepal ................................................ 10
CHAPTER III ............................................................................................................ 12-20
INTRODUCTION OF NABIL BANK LTD ................................................................. 12
3.1 INTRODUCTION ................................................................................................ 12
3.1.1 Products, Services and Facilities ................................................................... 13
3.1.2 Mission, Vision and Objectives .................................................................... 17
3.2 Ownership Structure of Nabil Bank Ltd ............................................................... 19
5.3 Nabil Bank Ltd Network Overview ...................................................................... 20
3.5 Board of Directors: ............................................................................................... 20
3.6 Future Plans of Nabil Bank Ltd: ........................................................................... 20
CHAPTER IV ............................................................................................................ 21-30
ANALYSIS OF THE ACTIVITIES DONE AND PROBLEM SOLVED .................... 21
4.1 Introduction of Customer Service Department of Nabil Bank Ltd ....................... 21
4.2 Functions and Responsibilities of CSD of Nabil Bank Ltd .................................. 22
4.3 Activities Done in CSD ........................................................................................ 23
4.3.1 Customer Counseling ..................................................................................... 23
4.3.2 Account Opening ........................................................................................... 23
4.3.3 Account Closing ............................................................................................. 26
4.3.4 Bank Statement Issuance................................................................................ 27
4.3.5 Chequebook Issuance ..................................................................................... 28
4.3.6 Balance Inquiry .............................................................................................. 28
4.3.7 Balance Certificate Issuance .......................................................................... 28
4.4 Problem Solved ..................................................................................................... 29
CHAPTER V ............................................................................................................. 31-32
CONCLUSION AND LESSON LEARNT .................................................................... 31
5.1 Conclusions ........................................................................................................... 31
5.2 Lesson Learnt ........................................................................................................ 32
BIBLIOGRAPHY
ANNEXTURE

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