CUSTOMER SERVICE DEPARTMENT AT MACHHAPUCHCHRE BANK LIMITED Machhapuchchhre Bank Limited “=| CHANDIGARH Huge ees cy UNIVERSITYFLOW OF PRESENTATION e INDUSTRY PROFILE @ COMPANY PROFILE @ sworanavysis @ RESEARCH METHODOLOGY @ crevit Risk MANAGEMENT PROCESS @ FINDINGS AND SUGGESTIONSINDUSTRY PROFILE * The history of banking in Nepal is believed to be started from the time of Prime Minister Ranoddip Singh in 1877 A.D + Nepal bank limited was established in 1937 A.D which was founded by Judda Samsher. It was the first bank of Nepal. ¢ Nepal Rastra Bank was established as a central bank in 1956 under Nepal Rastra Bank Act, 1955. The bank was completely government ownership bank. * In 1966, another commercial bank fully owned by the government named “Rastriya Banijya Bank” was established. * “Agricultural Development Bank” was established under Agricultural Development Bank act. 1967.» Machhapuchchhre Bank limited registered in 1998 as the first regional commercial bank from the western region of Nepal by Mr. Roshan K.C. It commenced operations from year 2000 AD. » It is the first bank to introduce centralized banking software, GLOBUS BANKING SYSTEM of Temenos NV,Switzerland. >The Bank with a staff complement of 663 employees had paid up capital of Rs. 386.45 CRORE and total assets of Rs. 5945.55 CRORE, with more than 7, 50,000 banking customers. »Machhapuchchhre bank Itd has 56 Branch offices 1 extension counter and 72 ATMs Spread all across the countryVISION AND MISSION Vision To become one of the most respectable Banks in Nepal based on Honorable conduct and Long term Financial Performance A Mission “To become a leading Bank in Nepal by providing —_ Complete financial solution to our customers superior value to our shareholders and promising growth opportunities to our employees”MODERN BANKING FACILITIES > Any Branch banking > Internet banking > Mobile banking >Safe Deposit locker facilities > Utility bill payment(Telephone and Mobile) > ATM (Visa debit card) > Evening counter services to the customerCUSTOMER SERVICE DEPARTMENT * Customer service Department is the face of bank. * Customer service Department is the place where the customer initially interacts with the bank. Customer service expands client focus to include everything that happens within and around the bank, from the way staff greet clients, to the atmosphere in the waiting room, to the matter in which clients complains are handled.FUNCTION OF CUSTOMER SERVICE DEPARTMENT Account Opening Closing account Complain handling Dealing with different customer Queries and Problems Phone Communication Handling Filling the Documents Remit serviceSWOT ANALYSISRESEARCH CTIVES * To make bridge between Theories and Practical Procedure in Real life situation. * To gain knowledge of banking sectors. * To analyze the commercial, financial & technical viability of the project proposed & its funding pattern. * To understand the pattern for primary & collateral security cover available for recovery of such funds.Research Design: Descriptive Research Loic Interview AUST Ca lg Data bP ELE NO AVE) eas lous antes> Banks are always faced with different types of risks that may have a potentially negative effect on their business. >Credit Risk Management is done to check the commercial, financial & technical viability of the project proposed & further checks the security covered. »Bank’s main function is to lend funds/ provide finance and Credit is the core activity of the banks and important source of their earnings. >It has not entered indirect sectors of agriculture. Risk reporting and measurement system is done through regular customer interactions, site inspections and annual reviews. Further review of the bank’s performance is conducted every quarter and findings are reported to the BOD. > Interest rate on loan is comparatively high and loan process is lengthy.SUGGESTIONS Bank has to grant the loans for the establishment of business at a moderate rate of interest. Because of this, the people can repay the loan amount to bank regularly and promptly. The Bank should target good quality loan customers. It should develop good industrial relations. The management should provide better arrangement for the employees. Tt has to entertain indirect sectors of agriculture so that it can have more number of borrowers for the Bank. New talent /professionals should be hired to coupe with the competitive demand in the industry.Q.1 Willingness to listen and respond to customer needs by Bank. a 30 2s 20 ast 10 5 Q.2 Staff members of bank are friendly and courteous. Fy at 20 “6 20 satsfiea sated Newral Dissateied Dissatstied6 ue 2 20 Q.3 Services of money via Machhapuchchhre Bank Ltd Remit. Satisfied Q.4 How much time is taken during your Telephone enquiry? 2» | 20 ws) “<2 minites Neutral 25 minutes Ovsatsied >5 minutes series sSeriestCONTD Q.5 How much time is being taken to deposit your cash? Q.6 How much time is being taken to encash your cheque? 16 au 2 10 8 6 4 2 ° sens 25 minutes wSeriest 60 minutes Sameday Next day sserest seSeriestTHANK YOU KAC] ~ {SBBAG 308 BBA 5B