Chapter- IV

Analysis on Intern Department Activities and Problem Solved

4.1 Customer Service Department

This department is responsible for providing genuine and delightful services to the
customers who come into the bank. It also consists of a help desk to help the customers in
any way it can. It is also a primary level department which deals the customers directly
and regularly. It usually provides information to the customers about the banking system,
its services, interest rates, cheques book, balance certificate, bank statement, signature
change and many more.

Customer Service Department is the face of the bank, also known as front desk or help
desk. Whenever the customer are confused or wants to get any information about the
bank can contact here. Customer service expands client focus to include everything from
greeting the staffs & customers, receiving calls, handles problems and complains of the
clients, answer questions& solve problems, help establish new accounts & account
actives.

Customers seek in organization the prompt service and the person on the customer
service desk must handle them properly. The person at the customer service desk must be
ready to sort out every problem at any moment. A customer is the most important visitor
on the business premises. The very first thing that the people seek in the organization is
the prompt service and the person at the customer service desk properly handles them.
The people at the customer services desk must be ready to sort out every problem at any
moment. The customer service division can answer questions, resolve problems, and help
to establish new account and services and providing information on products, forms, and
publications.
The human resources at this department must be polite, kind, helpful and must be ready
to help the customers at any moment. The increasing competition in the banking sectors
demands more service proliferation, which would satisfy the demand of the customers.
Banks are introducing more and more advance services such as ATM, debit card, internet
banking etc.

4.2 Department and their Major Functions

1. Account Opening

2. Statement Printing

3. Scanning Documents

4. Handling phone calls & queries

5. Cheques Book Issue

6. Balance and Signature checking

7. Mobile and SMS banking Forms

8. Signature Change Forms

9. Account Active

10. KYC Update

11. Balance Certificate

12. Swift Code Forms

13. Handling Complaints

4.3 Activities Performed in the Organization

The following are the major activities performed in the organzation

i) Account Opening

Any interested customer who wish to open an account in ABC Bank is inquired about
the type of account he/she wants open, then customer is provided with account
opening from and are requested to fill up account opening from and attached all
required documents. After the form us filled up by the customer service department
staff verifies the form and pass on to the customer service department head for final
verification. after the approval from customer service department head, customer
service department staff opens an account in bank on the name of respective
customers. Then the customer is provided with an account number and requested to
deposit at least minimum amount according to their account type.

During account opening time customer is also asked whether they need other services
offered by bank like the ATM card service, internet banking service, SMS banking
service etc. and if customer are interested to get those service then customers are
asked to fill up respective forms to get those service.

Requirements:-

 Personal Account:

a) Identification Card in the form of Citizenship

b) Certificate/ Passport/ Other ID/ PAN Card

c) Electricity/ Water/ Telephone Bill (if house owner)

 Minors: Guardianship to verified with related document

 Nominees Form:

a) Photograph of the nominee

b) Signature of the nominee

  Clubs/Societies and Association:

a) Copy of Registration Certificate

b) Copy of Bye-Laws

c) Copy of resolution to open and Operate the Account

d) List of Members

 Corporate Body:

a) Certificate of Incorporation

b) Memorandum and Article of Association of the Company

c) Resolution of Board of Directors to open and operate the Account

d) Sample of Company Seal

e) Name of Directors of the Board

f) Tax cleared certificate

g) PAN Card

 Partnership Account:

a) Certificate of Partnership Registration

b) Copy of Partnership deed, if any

ii) Statement Printing

Any customer who wants to have bank account statement print is requested to fill up
bank account statement request form and submit then CUSTOMER SERVICE
DEPARTMENT staff verify account numbers, account name, identifies account
holder’s signature and then provides respective bank account statement print to
respective customer. If the account type is Company account then company’s stamp
is necessary along with account holder signature for bank account statement print.
iii) Scanning and Photocopy of Documents

Various documents like specimen signature cards, photographs, citizenship, passports

etc. should be properly scanned and photocopy and entered into bank system so that it
could be accessed easily when it is needed.

iv) Handling Customer Queries

As we come across with different individuals, they certainly have different queries
related to bank services, schemes and its products. Different queries of different
customers should be handling in a very effective way so that customer gets
satisfactory solution of their queries. While dealing with customers first we need to
listen to the customer patiently and understand their queries or problems only after
that we should provide the appropriate information or the solution as per customer’s
need in very polite manner. If we do not have the appropriate information about the
customer’s queries then we should ask to other staff and provide appropriate
information to customer as quickly as possible.

v) ATM card Issue

While opening a bank account, customer is inquired about the need of ATM card. If
customer is willing to take ATM card service then “SCT CARD ATM FORM” is be
given to customer to fill. Once the form is filled up CUSTOMER SERVICE
DEPARTMENT staff will verify it and send it for the further processing. Customer is
requested to come and collect their ATM card in two weeks.

After two weeks bank receives the ATM card of the respective customer. When the
customer comes to collect the ATM card, CUSTOMER SERVICE DEPARTMENT
staff verifies the signature of the customer and issue the ATM card to the respective
customer along with ATM Pin number.

Only the account holder can collect the ATM card, if incase account holder is unable
to collect card then application specifying the person to whom bank can provide card
along with account holder signature should be provided to bank and person who
comes to collect card should how their identity.
vi) Cheque Book Issue

When account holder used the entire cheque leaves bank issue cheque book to the
customer. When customer fill up the cheque requisition slip that is attached along
with cheque book. Customer cheque requisition slip submitted by the customer
should be filled properly date wise and preserved in the department. Cheque books
are usually made in a date and are arranged in a chronological order. Cheques can be
issued to anyone other than the account holder but with the valid authority from the
account holder.

vii) Allotment of Account Number

This department will maintain separate register for keeping record of account number
already opened for each type of account i.e. for current account, saving, foreign
currency account. For new account they allot account number by verifying the details
of the customers in the system by two staff.

viii) Complain Handling

Most of the account related complains or any other problems regarding banking
products and services should be handled by customer information to the account
holder and handles their questions appropriately. Complains should be seriously taken
and handled carefully in order to avoid such mistake in the future.

ix) Phone Communication Handling

The department is responsible for handling phone calls coming from outside. They
are responsible to answer questions of the customers and provide account related
information via telephone.

x) Signature Change

If any customer is willing to change his/her signature for any genuine reason, a form
called “SPECIMENS SIGNATURE CARD” is given to fill it. Customer is also
required to submit the photo along with the documents such as Identity card,
citizenship for the authentications. CSD staff will verify the form along with the
documents. The specimen signature form will be scanned and entered into the bank
system. Hence the customer can use his new signature for doing the transactions.

xi)Receiving the Visitors

The primary role of this department is receiving the visitors by the staff at the most
frontier location of the office. The staff bears the responsibility of receiving the client
soothingly and impressively. The visitors are the existing account, making inquiries
relating to debit card, ABBS system and many more. These all are dealt by the staff
sincerely with all the respect and modesty. The staff need to be clam and should
posse’s good communication skill to motivate the customer to use the service
provided by the bank customer service department personnel should not be rude
because as far as customer is concerned if the personnel is rude, the bank itself is
rude.

xii) Filling and Documentation

Filing and documentation are very important task that the customer service
department staffs do. The entire paper work has to be done simultaneously to the
computer work. There are different files for filing different documents. The account
holders’ form, their signature cards, and their request slip all are field in separate
files. The void cheques are also filed. The request for debit card issuance is mailed to
the card center daily. Such request is printed out and filed in a separate file. Similarly
the account statement issued and cheque issued are printed and filed. The authorized
letter received by the customer service department is also filed.

4.3 Problem Solved

In Banks we have to interact with large number of people and satisfy them by
providing service. Different customers have different problems; they show
different behavior at workplace which may create conflict between employees
and customer. As a trainee, my responsibility is to deal with them, understand
their problem, provide desired services and must convince them on the behalf of
organization and that is the tough work for a trainee. Providing services in time is
necessary for managing the flow of customer. I have worked in CSD; CSD has a
large flow of customers. During my internship period I believe that my presence
helps to add contribution as an employee in ADBL. During this period, I believe
that my contribution reduces the burden of staff of CSD. The customers get service
in quick time which increases effectiveness and efficiency of the organization.

4.4 Intern’s Key Observation

In any organization we have to work in a group of people who are different from
each other in terms of culture, language, attitudes, beliefs, ethics and their thinking
pattern. Due to those differences they have different behavior at the work place.
The most important things observed, understands others are main things at the
workplace which create a good team work for achieving goals of any organization
and remain competitive in the market.