CUSTOMER SERVICE ACTIVITIES OF NABIL BANK LIMITED

Dhapasi Branch, Kathmandu

By:

Pratiksha Shahi

PU Registration no: 119-2-2-01468-2017

Morgan Engineering and Management College

An internship report submitted to the

Purbanchal University, Faculty of Management
In partial fulfillment for the degree of
Bachelor of Business Administration (BBA)

August, 2021

Kathmandu

ACKNOWLEDGEMENTS
i
The internship opportunity I had with Nabil bank limited was great chance to learning and
professional development. Therefore, I consider myself as a very lucky as I was provided
with an opportunity to be part of it. I am also grateful having a chance to meet so many
wonderful people and professionals who led me through this internship period
Bearing in mind previous I am using this opportunity to express my deepestr gratitude and
special thanks to the branch manager of Nabil bank limited who inspite of being
extraordinary busy with his duties, took time out to hear, guide and keep me on the correct
path and allowing me to carry out their esteemed bank and extending during the internship.
I express my deepest thanks to Mr. Aakash Shrestha, branch manager for the taking part in
useful decision and giving necessary advices and guidelines and arrange all facilities to make
life easier. I choose this movement to acknowledgement his contribution grateful. I perceive
as this opportunity as a big milestone in my career development. I will continue to work on
their improvement, in order to attain desired career objectives. Hope to continue to work on
their improvement, in order to attain desired career objectives. Hope to continue cooperation
with all of you in the future.

Sincerely,
Pratiksha Shahi
BBA 7th semester.

TABLE OF CONTENTS
ii
ACKNOWLEDGEMENTS……………………………………………………………….. i

TABLE OF CONTENTS……………………………………………………………….. ii

LIST OF TABLES ………………………………………………………………………….v

LIST OF FIGURES……………………………………………………………………….. vi

ABBREVIATIONS………………………………………………………………………. vii

EXECUTIVE SUMMARY……………………………………………………………… viii

CHAPTER ONE……………………………………………...……………………………..1

INTRODUCTION…………………………………………………………………………..

1.1 Introduction………………………………………………………………………………

1.2An overview of Nabil Bank…………………………………………………………..

1.3 Brief history …………………………………………………………………………..

1.4 Nature of Organization……………………………………………………………….

1.4.1 Mission……………………………………………………………………………..

1.4.2 Values………………………………………………………………………………

1.4.3 Objectives…………………………………………………………………………

1.6 Business volume ……………………………………………………………………

1.6.1 Total deposits……………………………………………………………………..

1.6.2 Totals Assets ………………………………………………………………………

1.6.3 Net Profit…………………………………………………………………………….

1.6.4 Advances and Loans…………………………………………………………..

1.7 Product and services ……………………………………………………………

1.6.1 Deposits Current Scheme ………………………………………………………

A. Saving Deposit Scheme……………………………………………………………………

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B. Current Deposit………………………………………………………………………….

C. Fixed Deposit Scheme……………………………………………………………..

1.6.2 Business Lending……………………………………………………………….

1.6.3 Personal Lending………………………………………………………………

1.6.4 Remittance ……………………………………………………………………..

1.6.5 Bancussurance Unit………………………………………………………….

1.6.6 Trade Finance………………………………………………………………..

1.6.7 Safe Depositor Locker………………………………………………………

1.6.8 Balance Certificate……………………………………………………………

1.6.9 E-banking ……………………………………………………………………

1.7 Organization structure Nabil Bank….....………………………...………………

1.8 Objectives of study …………………………………………………………………

CHAPTER TWO………………………………………………………………………

METHODOLOGY..….…………………………………..…………...………………..

2.1 Selection of organization…………………………………………………………….

2.2 Placement……………………………………………………………………...…….

2.3 Duration ……………………………………………………………………………..

2.4 Sources of data……………………………………………………………………...

…………….….

2.5 LIMITATION OF REPORT

CHAPTER THREE……..………….…………………………………………………………

OBSERVATIONS …………………………………………………………………………

3.1 Functions of the concerned departments ………………………………………

3.1.1 Customer Service Department ……………………………………………………..

3.1.2 Activities performed in the customer service department…………...………………….

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3.1.3 Problem identified and solved…………………………………..………………………

3.2 Details of assigned work responsibilities………………………………………..

3.2.1 Customer Service Department ………………………………..

4.3 Problem encountered during fulfilling work responsibilities ……………

CHAPTER FOUR……………………………………………………………………………

ANALYSIS AND REVIEW ………………………………………………………..

4.1 Critical Analysis of the theoretical concept relating to practical experiences in the

department ……………………………………………………………………….

4.2 Knowledge gain from the work assigned…………………………………………..

CHAPTER FIVE………...………………………………………………………………….

CONCLUSION AND RECOMMENDATION……..……………………………..………

5.1 Contribution of internship in knowledge gain………………………………………….

5.2 General comments and suggestion for the company …………………………..……

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 List OF TABLE

Table 1.1: Total deposit……………………………………………………….

Table 1.2: Total assets…………………………………………………………

Table 1.3: Loan and advances……………………………………………….

Table 1.4: Total Net Profit……………………………………………………

Table 1.5: Placement Table…………………………………………………

Table 1.6: Detail of Internship at NBL ……………………………………

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 LIST OF FIGURES

Figure 1.1: Total Deposits…………………………………………….

Figure 1.2: Total Assets………………………………………………

Figure 1.3: Loans and Advances………………………………………

Figure 1.4: Net profit after tax……………………………………….

Figure 1.5: Organizational Structure (Dhapasi Branch)……………..

LIST OF ABBREVIATIONS

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A/C : Account

ABBS : Any Branch Banking Service

ATM : Automated Teller Machine

BM : Branch Manager

BOC : Balance of Certificate

CEO : Chief Executive Officer

CSD : Customer Service Department

FY : Fiscal Year

FD : Fixed Deposit

KYC : Know Your Customer

LC : Letter Of Credit

M-BANK : Mobile Banking

NRB : Nepal Rastra Bank

NPR : Nepali Rupees

OI : Operational Incharge

OD : Overdraft

P.A : Per Annum

SWIFT : Society For Worldwide Interbank Financial Telecommunication

SMS : Short Message Service

USD : United States Dollar

WU : Western Union

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 EXECUTIVE SUMMARY

Due to the partial fulfillment of achieving the academic requirement of the BBA course
(seventh semester), it’s a compulsion to go through 8 weeks long internship to any banks for
practically implying theoretical knowledge in the real work application. The internship
program helps the internee to know about the basic things of organization, organizational
system, and culture. Internee gets the opportunity to show his excellence towards the job and
his job career. It provides practical exposure and helps the students to understand corporate
social responsibility, develop a corporate attitude and venture entrepreneurship. This is a
great opportunity for internee to know about the banking industry that has worked as a
building block for career development in this financial service sector.

Nabil Bank Limited, the first foreign joint venture bank of Nepal, started operations in July
1984. Nabil was incorporated with the objective of extending international standard modern
banking services to various sectors of the society. 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 with customer
satisfaction measure as a focal objective while doing business.

Customer service representative interacts with a company’s customer to provide them with
information to address inquiries regarding product and services. The knowledge internee
gained and activities performed regarding the major activities in this department are;
customer counseling, handling customer call, filling the documents, cheque handling, provide
account statement, distributing of various form and vouchers, account opening, and to
provide information to the customer s about various types of products. In duration of the
internship various routine problems was faced such as communication problem, complaint
handling, customer hesitation problem. Such types of problems are solved very carefully by
making friendly environment by giving attention calmly.

The internship of two months has provided with an immense opportunity to explore the
practical knowledge that was confined with the bookish and theoretical knowledge. Through
the internship program various skills and lesson learnt like, deal with the corporate culture,
communication skills, interpersonal skills. The report basically focuses on the overall
banking activities especially highlighting the functional customer service department. The
general objectives of this study is to get the better understanding of the corporate
environment of NBL. In general it tries assess the contribution of NBL in the overall

ix
economic development with its huge involvement. The main reason for which the internee
had selected .The prime objectives is to obtain the professional experience by exposing to the
corporate culture and implementing the knowledge that has been learnt. In the course of the
internship, the internee visit departments like the customer service which mainly emphasizes
on maintaining a good relationship.

The main findings of the study relates to the effective handling of work assigned to the team,
working to achieve goals, despite of errors and faults which seem to be corrected with
knowledge and experiences. The internship period exposed the actual working environment
of an organization for the first time that too the employee perspective as the internee had a
viewed it from the customer perspective many times. The experience of the working and its
environment was completely and this exposure developed a skills and knowledge to handle
the working environment.

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 CHAPTER ONE

INTRODUCTION

1.1 Introduction

Banking sector plays an important role in the economic development of the country. The
word ‘Bank’ has been from the Italian word ‘Banco’ which means a place for keeping,
lending and exchanging money. The bank is financial institution, which deals with money. It
accepts deposits from individuals and organizations and grants loan to them. It allows interest
on the deposits and grant loans, it is regarded as the trader of money. Further, it creates credit
and supports for the formation capital.

The following are some of the main definitions given by different scholars and
institutions:
Bank is an institution which collects money from those who have it to spare and who are
saving it out of their income and lends this money out to those who require it. (Crowther)
Bank is an organization established for the purpose of exchange money deposit lending
money and participation in transactions. –Commercial Bank Act,2031

A bank is establishment for the custody of money, received from or on behalf of each
customer. Essential duty is to pay their draft on each profit area from its use of the money left
unemployed by them.–Oxford dictionary

By these definitions, the bank can easily be defined as the custodian of deposits. The
transaction in the financial market heavily depend upon the banking system of the country.
Without the bank, it would be quite impossible for the industrialist and entrepreneurs to go
directly to the general public for getting their savings or investments. So the simplest
definition is that bank takes the saving of public by providing them certain rates of interest
and loan it to needy customers charging them the certain rates of interest and earn some
profit. This is the broadest form of banking but in this age banking is such big term. It does a
lot more than deposits and credits, remitting of money, letter of credit etc.

1.2 An Overview of Nabil Bank

Nabil Bank Limited is the country’s first private sector bank established on July 1984. The
main objective of its establishment was to incorporate the extending international standard

xi
modern banking services in the country. Pursuing its objective, Nabil provides a full range of
commercial banking services through its 52 points of representation. In addition to this, Nabil
has presence through over 1300 Nabil Remit agents throughout the nation.

Nabil 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. And it is very near to its mission. The entire Nabil team embraces a set of Values
“C.R.I.S.P”, representing the fact that Nabil consistently strives to be Customers Focused,
Result Oriented, Innovative, Synergistic and Professional which is reflected in its Brand
Promise “Your Bank at your service”.

Bank is fully equipped with modern technology which includes international standard
banking software that supports the E-transactions and most important, it is managed by
highly qualified and experienced management team. NABIL bank, 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.

NABIL bank has expanded its size and volume of transaction and it gives Employment to
more than 900 staff member who are dedicated professionals working as team for the cause
of this organization. Today NABIL bank holds on the strongest networks in and outside
Nepal compared to other financial institutions located in Nepal.

1.3 Brief History.

Nabil Bank has rightfully established itself as a cornerstone in the development of financial
services industry in Nepal. Nabil Bank Limited in previously known as Nepal Arab Bank
Limited is a commercial bank in Nepal .It was founded in 1984, the bank has branches across
the nation and its head office in Kathmandu.0

It began as the first bank in Nepal incepted by multinational (primarily foreign) investors (as
Nepal Arab Bank Ltd) on 12 July 1984. The bank was incorporated with the objective of
providing modern, international-standard financial services to businesses. It is the nation’s
first private sector bank, commencing its business in Nepal.

It maintains its head office at its Nabil Center, Durbar Marg flanking the chief avenue of the
capital leading to its grand palace. It has the largest staff of private commercial banks in
Nepal. Nabil Bank operates through its wide network of 135 branch offices, 183 ATMs,

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numerous POS terminals, remittance agents spread across the nation. The Bank also has over
170 international correspondent banking relationships. Nabil Bank operates its investment
banking arm through its subsidiary Nabil Investment Banking Ltd. With a glaring focus on
customer service Nabil Bank marked an era of customer centric banking in Nepal. Nabil
Bank set forth a culture of service excellence with innovative products and services in an
otherwise basic financial intermediation constricted to limited products and services, virtually
non-existent technological intervention and limited public access to financial services.

Setting forth a paradigm shift in the way banking is delivered in the domestic market, Nabil
is righteously credited for its pioneer role in shaping up a banking culture that has its core
built around service excellence, is driven by technology and garnered through product
innovation Nabil continues to maintain its recognition as the brand of choice and the Bank to
go to across all strata of customers including retail, SME, corporate, state owned enterprises,
non-profit entities and multinational development agencies. The Bank continues its endeavors
towards enhancing customer experience, adapting to technological advancements and
enriching people’s lives. The Bank creates and maintains customer relationships based on
trust and fair pricing, which it believes will lead to setting the highest benchmark in domestic
banking scene.

1.4 Nature of the Organisation

A bank is generally understood as an institution which provides fundamental banking

services such as accepting deposits and providing loans. There are also nonbanking
institutions that provide certain banking services without meeting the legal definition of a
bank. Banks are a subset of the financial services industry expenditures and deposits. So, the
bank creates credit by providing loans to individual, traders and businessmen. The function of
the bank is changing day by day. Initially, the banks are considered as an institution that only
takes deposits and lends money to the needed persons. But the services have been innovated
to the whole new level. Nowadays, the banks provide an easy way to pay bills, through the
maintained accounts.
1.4.1 Mission:

Bank’s mission is to be the “First choice provider of complete financial solutions”. The
guiding philosophy of NABIL Bank ‘keeping our customer at the core of everything we do is
the cornerstone of our success’ has led them to forum mutually beneficial partnerships

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between their customers and themselves. NABIL Bank operates with marketing concept
where the customers are the main focus.

1.4.2 Values:

NABIL Bank operates on the core values of CRISP, that means:

 Customer focused(C)
 Result Oriented (R)
 Innovative (I)
 Synergistic (S)
 Professional (P)

1.4.3 Objective of Nabil

 To develop innovative products and services that attracts the targeted customers and
market segments.
 To increase the market share by following disciplined growth strategy
 To continue to develop products and services that reduces the costs of funds.
 To maintain a high quality assets portfolio to achieve strong and sustainable returns and
to continuously build shareholders value.
 To develop a customer oriented service culture with special emphasis on customer care
and convenience.

1.5 Business Volume.

1.5.1 Total Deposit Mobilization

Deposit mobilization of Nabil bank Limited has been presented of the past five years. Total
deposit mobilization seem to be in increasing trend for the past five years

TableNo.1: Total deposit

Fiscal Years Deposits (Nrs, In Arba)
2073/74 121.94
2074/75 135.98
2075/76 164.37
2076/77 193.04

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 2077/78 227.98
In above, the table last previous data of total deposits 2073/74, 2074/75, 2075/76, 2076/77,
2077/78 is increased according to the table data given.

Arba
250 227.98

193.04
200
164.37
135.98
Amount NRS

150
121.94

100

50

0
2073/74 2074/75 2075/76 2076/77 2077/78
Fiscal Years

Fig: 1.1 Total deposits

Inabove figure, the total deposit mobilization over five years are shown which are in
increasing trend of bank. Here, we can see that in year 2077/78 the deposit is comparatively
higher than that of the deposit of the year 2073/74, 2074/75, 2075/76, 2076/77.

1.5.2 Total Assets:

Table No: 1.2 Total Assets

Fiscal Years Total Assets(Nrs.In arba)

2073/74 144.02
2074/75 169.08
2075/76 201.14
2076/77 237.68
2077/78 291.07
In above table, given the total assets of Nabil bank is increasing ratio.

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 Arba
350

291.07
300

250 237.68
201.14
Amount in NRs

200
169.08
144.02
150

100

50

0
2073/74 2074/75 2075/76 2076/77 2077/78
Fiscal Years

Fig: 1.2 Total assets.

In figure; It shows that the total assets is increased

1.5.3 Loan and advances:

Nabil bank limited provides loan for various purposes. They can be entitles and credit
facility, yearly loan and advances study comparatively study shown.

Table No.3: Loan and advances

Fiscal Years Loan and advances

2073/74 14.04
2074/75 115.42
2075/76 135.75
2076/77 156.92
2077/78 205.52
In above table; The Loan and advances of Nabil bank is increasing in rate of growth

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 Arba
250
205.52
200
156.92
Amount in N'Rs

150 135.75
115.42
100

50
14.04
0
2073/74 2074/75 2075/76 2076/77 2077/78
Fiscal Year

Fig: 1.3 Loan and advances

In the above figure, the total loans and advances over five years are shown which are in
increasing trend of bank. Hence, we can see that in year 2077/78 the loan and advances is
comparatively higher than that of the year 2073/74, 2074/75, 2075/76, 2076/77.

1.5.4 Net Profit after Tax:

Net profit of Nabil bank limited has been presented of the past five years. Net profit seem
fluctuated every year.

Table No.4: Net Profit after Tax

Fiscal Years Net Profit After Tax

2073/74 3.7
2074/75 3.98
2075/76 4.24
2076/77 3.46
2077/78 4.53
In above table, the given data of last previous year it is show that in 2076/77 there is a
decline net profit in previous year and in 2077/78 there is a growth rate and it raise to 4.53
Arba.

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 5 Arba
4.5 4.53
4.24
4 3.98
3.7
3.5 3.46
3
2.5
2
1.5
1
0.5
0
2073/74 2074/75 2075/76 2076/77 2077/78

Fig: 1.4 Net Profit

In figure, the profit over five years is shown which are upward and downward as, here in
2076/77 fiscal year the Net Profit is downwards, and 2077/78 is raised upward.

1.6 Number of employees (Dhapasi Branch)

There are total 10 employees. As per the nature of work they can be shown as:
S.No Post Number

1. Branch Manager 1
2. Asst. Branch Manager 1
3. Senior Assistance 2
4. Assistance 2
5. Office Helper 1
6. Guard 3

Table: 1.5 Number of employee in NBL (Dhapasi Branch)

1.7 Products and Services of Nabil Bank ltd

Through a wider spread branch network in almost all major cities, towns and sub urban areas,
Nabil Bank Ltd aims to provide customers with a wide array of offering catering to all the

xviii
banking needs. The following are the major products and services offered by Nabil Bank Ltd
to its customer through its nationwide branches and various agents.

1.7.1 Deposit
Nabil offers a wide array of deposits schemes in both local and foreign currencies to help the
customer earn competitive interest rates in order to maximize returns on investment.
Some of the deposits schemes are as follows.
There are mainly four deposit schemes as below:
A. Current deposit scheme:
Current account deals largely with liquid deposits, this nature of account allows for
withdrawal of funds and cheques being written against the balance and does not limit the
number of transactions in a day. These type of account is generally open by corporates and
businesses. Current accounts do not carry any interest as the amount deposited in these
accounts is repayable on demand without any restriction.

B. Saving deposit scheme:

Savings deposit account is meant for individuals who wish to deposit small amounts out of
their current income. It helps in safe guarding their future and also earning interest on the
savings. A saving account can be opened with or without cheque book facility. The types of
saving account are: Nabil Gen-N Account, Shareholders Savings, Nabil Premium Nari
Bachat, Nabil Sahuliyat Khata, Nabil Premium Payroll Savings, Corporate Staff Savings, Lok
Bachat, Bal Bachat, Student Savings, Bichat Yojana, Jestha Bachat, Share Khata, Nari Bachat
and General Savings.

C. Fixed deposit scheme:

The term, fixed deposit‟ means deposit repayable after the expiry of specified period, which
is paid quarterly in today’s context. Since it is repayable only after a fixed period of time,
which is to be determined at the time of opening of the account, it is also known as “time
deposit”. Fixed deposits are most useful for a commercial bank. Since they are repayable only
after a fixed period, the bank may invest these funds more profitably by lending at higher
rates of interest and for relatively longer periods.

1.7.2 Business Lending

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As the name suggest, this product is designed to support the business weather to setup or to
expand. These products are not only one of the best in terms of service quality but also
equally competitive in pricing.

 Working Capital Loan

 Fixed Capital Loan
 Import Loan
 Bills discounting facility under Suppliers credit
 Export Loan
 Hire Purchase
 Project Finance
 Consortium/ Syndication Loan
 Mortgage Loan
 In the nutshell, we can find Nabil at the center of almost all business hubs of the
nation.

1.7.3 Personal Lending:

Through this particular product, bank is facilitating its customers on the personal level. Bank
has been providing the various lending facilities to their customer. The loan amount is also
separated by the loan department officer seeing the level of the customer and their
relationship towards bank and the duration of payment period is separated. It include
 Housing Finance
 Auto Finance
 Personal Finance
 Education Loan

1.7.4 Remittance
Bank has introduced its own remittance service to ease the fund transfer from one place of the
country to the other. They called it Nabil remit. It has more than 1300 locations across the
nation to render domestic remittance services to our valued customers. From the lowlands of
the terai to the high lands of the hills, it covers the diverse geography of Nepal to facilitate
money transfer in urban as well as the remote locations.
 SWIFT Transfer

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  Western Union
 Banks draft
 Nabil Remit

1.7.5 Bancassurance unit

International trend. Basically this unit sells insurance policy to its customers through various
distribution channels as it has made necessary arrangements with different insurance
providing companies. Bank has obtained required permit from Insurance Board.
1.7.6 Trade Finance
Bank has also introduced different products to facilitate trade of their customers. For this
they had following services:
 Import LC
 Export LC
 Forward contract

1.7.7 Safe depositor locker

Looking at the varying needs and wants of the customers, NABIL offers locker facilities of
various sizes as per customer’s preference. Customers availing of this facility enjoy not only
peace of mind in terms of security of their valuable belongingness but also one of the most
attractive rates and ease of location. Bank will charge some fees for providing the safe
deposit locker facility.

1.7.8 Balance Certificate

As per the customer’s request, bank issue balance certificate in any equivalent currency
chosen for travelling or study purposes. It cost 1000 rupee per one balance certificate which
includes the money conversion detail the places where the balance certificate is to be shown.
Balance certificate provides the information of the bank total saving. The University of
Australia have specify to take our balance statement from either SBI Bank or Nabil Bank.

1.7.9 E-banking, Mobile banking & SMS banking facilities

Nabil offers internet i.e. Nabil net, mobile banking i.e. Nabil Smart bank and SMS banking to
its customer. Customer can perform their transactions like balance enquiry, top-up , fund
transfer , reset password utility bills payments, account statements enquiry, offline request for

xxi
cheques, ATM and so on through internet system. As well as they get SMS on deposits ,
withdrawals , can inquire about balance, inquire cheque status, suspend internet banking,
send email to relationship manager and so on through mobile banking. Nabil offers E-
banking facilities. Through a computer connected to the Internet, customer can log on the
Nabil website and do various banking transactions from anywhere at any time.
Internet Banking, it is used for:
 Account summary/ Statements
 Balance Inquiry
 Fund Transfers
 Ordering for different types of payments.

1.8 Organizational structure

An organization structure assists in defining authority, and accountability, relationships,
activities and communication channel. It assists in deciding organizational relationships. It
helps the employee to get clear job of their job responsibilities and avoid overlapping of
works by different department.

xxii
 Illustration of organizational structure of NBL as;

Branch
Manager

Assistant
Operation
Relationshi
Incharge
p Officer

Customer Credit
Service Remittance Cash Clearing Accounts
Administrat
Department Department Counters Department Department
ion Support

Messenger

Fig:1.5 Organization structure (Dhapasi Branch)

1.9 Objectives of the study

The primary Objective of this internship is to gain valuable insights into the business sector,
more specifically the banking industry in addition to this another major purpose is also to
relate the theoretical knowledge with the practical experience and to enable us to be more
prolific in acquiring the real life techniques of achieving results through both individual effort
and team building along with the knowledge gained from the academic environment.

The other specific objectives of the study are:

 To understand the applicability of Theoretical knowledge at the real work place.

 To learn Account opening, Account closing, ATM handling, and other enquiry
procedures of CSD.

xxiii
 To be familiar with the filling forms for various types of document and keeping records in
concerned files of back office.

xxiv
 CHAPTER TWO

METHODOLOGY

The various method that are included in the internship period of time are as follows:

2.1 Selection of an organization

Selecting of an organization for Internship program is always a critical task.

As intern program provides an opportunity to learn about the organization and get better
understanding and a more balance view of organization. At the present scenario among
different fields related with financial sector one of the major fields ids the banking sector.
Being the student of BBA, the internee has selected the banking sector as destination, because
banks are the key players in the financial market. Since the specialization was done in
banking and finance, the sample chosen was Nabil Bank Limited. The internship period was
started after a regular follow up.

2.2 Placement

The internee was placed in Dhapasi branch throughout the course of internship. During the
internship period the internee was placed in Customer Service Department (CSD). The
supportive friendly environment in the organization helped the internee gain in-depth
knowledge regarding the functioning of customer service department of the bank. Through
their proper guidance, the intern was able to learn more about the organization culture, work
environment and work procedures.

Table 1.5: Placement Table

Department 1st 2nd 3rd 4th 5th 6th 7th 8th

/
Weeks
Customer
Service
Table: 1.5

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2.3 Duration of Internship

The duration of the internship period as declared by the Purbanchal University is six to
eight weeks for the partial fulfillment of the degree of the Bachelor in Business
Administration (BBA). I worked in NBL, Dhapasi, Kathmandu August 1st to 25 September
10:00am to 5:00 pm.

Table1.6: Detail of Internship at NBL

Address Dhapasi, Kathmandu

Working Hour 10:00 AM to 5:00 PM

Starting Week 1st August 2021
Ending Week 25th September 2021
Working Duration 8 Weeks
Working Department Customer service Department (8 Weeks)
Table: 1.6

2.4 Source of Data

Data for this report were gathered from both primary and secondary source of information
collected through the period of internship.

Primary Source of Data

 Observation of working environment.

 Direct interference with the walk-in customers.
 Formal and informal communications with the official persons.

Secondary Source of Data

 Observation of working environment.
 Internet surfing.
 Publications and journals.

xxvi
2.5 Limitation of report

Due to the, It is obvious that there also arises some limitations in everything with some
productive and beneficial outcomes and as limitations are the part of progressive system, here
are some limitations of the study:

 The time period that has been provided is not sufficient to learn all the activities held in
bank.
 The banks staffs were occupied by their own work so they had a little time to interact
with the intern.
 Safety and privacy standard of the bank, intern have presented only whatever can be
presented.
 It does not give detail view of overall functioning of the bank since most of the
information is collected through personal experience and observation.
 This report cannot be generalized to entire banking industry since data is only related to
NABIL, Dhapasi.
 This study is not applicable to other organization of similar nature.

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 CHAPTER FOUR
OBSERVATIONS

4.1 Functions of the concerned departments

The internship was conducted in the customer service department of the bank under the
guidance of operation in charge. Placement in theses department provides the exposure and
understanding of the various service and procedures of the bank and its relationship with its
customers. The contribution and learning while working at department is mentioned below:

4.1.1 Customer Service Department

This is such a primarily level department at bank that generally deals with customer directly
and regularly. Customer service department is basically directed towards providing the
surface level assistance to the customer to provide general information about banking system,
products and services provided by bank. The department is responsible for providing the
basic, material like cheque book, bank statement, balance certificate and request letter for
various purpose etc.

4.1.2 Activities Performed in Customer Service Department

A. Attending the Customers

As the customer service department is directly related with the interaction with the
customers. Customers come here to solve any queries. Internee welcomed those customer and
greeted them. Customers were made comfortable so that they can easily open up with the
query.

B. Provide General Information

Customer service department deals with providing information to its customers. Internee
provided information about account opening procedure, remittance, debit card, different
deposits etc and other information as asked by the customers.

C. Account Opening

Internee was also involved in opening various types of account such as current account,
saving account and fixed account. Firstly internee needed to know what type account the

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customer wants to open. Account may be opened by individuals, sole proprietorship firm as
well as partnership firms. For opening personal account, internee asked customers to fill the
specimen card, provide original citizenship card as well as photocopy of it, and two pp size
photo. Interest is different for different kinds of account.

D. Issued check on demand

Customers in CSD came along with their demand slip along with their finished
checkbook and internee issued the new check and entered it in the register.

E. Distribution of Various Forms and Vouchers

Different kinds of form were also distributed such as account opening forms, journal
vouchers, debit card form, deposit vouchers as asked by the customers.

F. Filling Forms and Vouchers

Internee also field different forms and vouchers to their respective register such as new
account opening vouchers, demand slips etc.

G. Provide Account Statement

Customers came to ask for their bank statement and internee were to provide the
statement of the customers as asked by them. The statement was provided only to concerned
account holder.

H. Record Keeping

Record keping is another important activity performed in customer service department.

Internee recorded different things. Internee made record about account opening form, account
closing form, applications subject to the new check, etc.

4.2 Details of assigned work responsibilities

As the part of internship program, Nabil Bank Limited was choosen as the organization for
the study. During the course of internship, the internee performed assigned task and duties in
the customer departments, under the guidance and supervision of department heads. Hence,
the interns was able to gain practical knowledge about functioning of the bank.

A. Customer Counseling

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 Customer counseling is the most important functions of customer service
department. The efficiency of the customer service department. The efficiency of the
customer service department or an organization is the outcome of the quality of the customer
counseling that it provides. There are various kinds of products and services available in the
organization. This department is also responsible for providing detail information regarding
this organization. This department is also responsible for providing detail information
regarding these different products and service. Staffs in CSD should have information about
the various products of the bank and should have good communicating skills as to answer the
queries of the customers, correctly, precisely and service.

B. Account Opening

One of the major tasks performed in CSD desk in account opening. NBL provides
various schemes to attract customer to open the account to collect deposits. To open a new
account, the form should be filled up and all the according to the nature of the account.
Applications are provide with free SMS banking along with the account opening form to
those who need it. The various requirement for various types of account opening are as
follows:

 Personal saving account

 Two password size photo
 Photocopy of citizenship
 Photocopy of citizenship of their parents or nominal House number or mobile number
 Electricity or water supply bill

 Joint saving account

 Passport size photo of all applicants
 Both applications should be present at the time of account opening
 Citizenship/ passport/license photocopy etc.

 Minor account
 Birth certificate
 Guardian’s citizenship and signature
 Photocopy etc.

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 For Indian Nationals
 Registration certificate as Indian nationals issued by embassy of India, Kathmandu,.
(EOI)card
 Passport size photograph as needed
 Introducer’s declaration
 Utility bill

 Procedure to open the account

 Ask the customer to fill up the account opening form KYC form with signature
specimen card and deposit slip, Provide help if necessary.
 Check if all the required documents are present, verify them with the original ones
and attest them.
 The customer is asked to fill the deposit vouchers and deposit in cash counter.
 Signature card with the signature and photograph are scanned for future verification.

C. Account Closing
Opening an account is a contract between the bank and the account holder while
closing the account is termination of the contract. The account holder with or without
assigning any reason, with prior notice by the bank with valid reason and the instruction
of legal authority.
 Procedure to close the account
 Ask the customer to fill up the account closing form.
 Verify the customer signature and check all the liabilities.
 Collect all the unused checks and ATM card.
 Close the account in the system.
 The returned ATM card and checks should be blocked and destroyed.

D. Preparing and Issuing check book.

In Nabil Bank Limited, all the checks are printed in head office. New check book is
issued only by verifying the signature of the account holder. The check book is provided
to the existing customer by verifying the signature in check requisition slip with the
signature in the check book register.

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E. Distribution of ATM card.
In NBL, the CSD keeps the records of new ATM and pin in in the register, file the
information slip and arrange ATM and pin no in the vault. ATM with pin number is only
provided to the account holder’s by verifying original signature of the applicant.
Customer are informed through phone calls to collect their ATM.

F. Distribution of E-Banking
Internet banking facility of NBL cost rupees hundred per annually to all the account
holder’s where they can enjoy checking our balances, transferring money to friend/family
view and print statement. It can be accessed from any corner of the globe where internet
facility is available.

G. Handling Incoming calls

Being the customer oriented department CSD handles numerous phone calls and solve
the queries of the customer.

4.2 Problem encountered during fulfilling work responsibilities:

During the internee period, different problems were arrive and it, identified and solved some
of the problems. Here are some of the problems that exists in the back office and CSD
department of the bank.

 There was immense flow of customers which was not easy to handle by the staffs of the
bank, interns were placed to handle the customer to provide information, form, required,
delivering cheque, ATM
 The bank was always filled with customers, customers would need to stay in queue, some
customers would get angry because of the long queue where the bank staff need to be
calm and serve the customers.
 There was frequent technical problems in ATM, which led to multiple complaints and
dissatisfactory.
 The photocopy machine was shared by all the departments of the bank, which would
delay the work sometimes.
 The bank still followed the hand written ledger to store information about the cheques,
ATM and internet banking.

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 There were lot of uncollected cheques and ATM, sometime the interns would call them
and request them to collect their cheque book and ATM during the banking hours.
 There was frequent technical problems in the ATM, which led to multiple complaints and
dissatisfactory sometime.
 Internee deal with the customer who were unsatisfied or didn’t understand the scheme
clearly. Internee communicated the scheme repeatedly until the customers understood it.

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 CHAPTER FIVE
ANALYSIS AND REVIEW

5.1 Critical Analysis of the theoretical concept relating to the practical experience in
the department:

The theoretical knowledge always comes before the practical experience. Without the
theoretical concept program no practical activity can be launched or succeed. Theoretical
concept program will put on track. Since theory teaches the ‘what’ and practical teaches the
‘how’, so what is learned in each type of program or subject is applied in different ways.

The critical analyses of the theoretical concepts relating to practical experiences are:

 The CSD department is responsible for creating and maintaining the relationship between
customer and bank.
 While doing a working at bank, internee can achieve a practical ideas and knowledge
about the workplace and how it is important to be in a system and how it enhances our
behavior in our daily life too.
 All new appointments and promotions are planned as part of the annual HR budget.
 It’s a privilege to work in bank as internee to understand the banking operation in the
practical perspective and it gives a wide knowledge than the theoretical knowledge.
 It’s a perfect workplace to implement our theoretical knowledge into the real environment
place with wide varities of duties and the responsibility which is granted to the internee
during the period of working.
 In business desk we found different people with varities of attitude and so we have to deal
with them with politely and calmly in the different situation and also to provide effective
information to the customer according to the schemes and procedure.

The internship period exposed most the students to the actual working environment of an
organization for the first time that too the employee perspective as the internee had a
viewed it from the customer perspective many times. The experience of working the and
its environment was completely and this exposure developed a skill and knowledge to
handle the working environment.

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5.2 Knowledge gained from the work assigned:

Customer service department:

Customer service is the front desk of any organization. So, it have to provide all necessary
information to the customers at the time quickly and as fastly. For any organization, it is the
main and most important department which needs to deal with customer more than any
department in the bank. It is an, one of the busiest department in the bank and it’s the very
place which makes an early impression to the clients.

The Image and reputation of the bank depends upon effective functioning of this department.
And, also it’s the first place where the customer get the service. As different activities such as
opening new accounts of the customers, closing existing account, issuing cheque book etc.

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 CHAPTER FIVE

CONCLUISON AND RECOMMENDATIONS

5.1 Contribution of internship and knowledge gain

The theoretical knowledge always come before the practical experience. Without the
theoretical concept program no practical activity can be succeed. Theoretical concept
program will put on track. Since theory teaches the ‘what’ and practical teaches the ‘how’, so
what is learned in each type of program or subject is applied in different ways. This period
internship at Nabil Bank is a fruitful experience. From this internship, the knowledge about
the working environment, the banking activities is gained and on-the-job experience of the
bank was realized which shall prove to be a great experience. Due to the interaction with the
different people, variety of skills gained would be very helpful for future career development.
It helps to provide an opportunities to get an insight into the core operation of the
organization in the complex business environment, working with a diverse mix of staff from
different backgrounds and different works of life with profound knowledge and provided an
experimental and holistic learning experience.

The internship is always great opportunity for the students to get the field experience and
bridge the gap between the theoretical and practical knowledge. It was a great exposure to
working as an internee at NBL. Which brought the practical knowledge the internee lacked
gained some experience on banking activities. The internship at NBL helped to gain in-depth
knowledge about the real working environment, interpersonal and communication skills,
organization culture and behavior, professional qualities and team building spirit as well as
working principles of commercial banks.

During that period, internee found that customer are the key focus and greatest assets of bank.
Thus, the bank always focused to maintain longterm relationship with the customer and retain
them by providing better services. Employees are directly linked with these customers so
employee must behave in the decent and peaceful way. Similarly, proper coordination and
cooperation among the entire department is needed for growth of an organization. Within the

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sport span of time, the internee got aquainted with the general knowledge of the bank’s
activities.

5.2 General Comments and suggestions for the company

Working at Nabil bank in Dhapasi is my first good experience in my life. While working as
an intern about eight weeks, I have learned more and more in short period of time, which get
an opportunity to involve in the real world situation.

Some feedback to the Nabil bank, Dhapasi branch are as bellows:

 Nabil bank, CSD staff should have to provide quick services and satisfy them. Nabil bank
should have to give the technical knowledge to their every department staff to effectively
use the new technology in this global competitive world.
 The customer have to wait longer period of time in the counter because of the limited
number of counter. So number of counter should have to make adequate to minimize the
waiting time of the customer.
 Many customers have the enquiry while using the ATM so that should be fixed. Nabil
bank has to increase the number of ATMs inside and outside the Kathmandu valley.
 Many customers are not able to use properly ATMs so bank staff had to give the well
information of using.
 There should be tight checking of every person while entering insides the bank premises.
 Bank should provide better loan facilities.
 Bank should provide the different types of scheme in loan.
 The bank should accept more deposits in foreign currencies, which increase the treasury
the business of the bank and also help the economy of the nation.

Mention general comments and suggestion for the branch and the person who are responsible
for managing the concerned branch.

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 REFERENCES

Websites

 www.nabilbank.com
 www.google.com
 www.wikipedia.com
Books and Reports

 Annual report of 2077/78 of Nabil Bank Ltd



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