AN INTERNSHIP REPORT ON OPERATIONS

DEPARMENT OF CIVIL BANK LIMITED

Submitted By:

Sagar Adhikari

Exam Roll No:1########

T.U. Registration No:**********

Submitted To:

Office of the Dean

Faculty of Management

Tribhuvan University

In the partial fulfilment of the requirement for degree of

BACHELOR IN BUSINESS ADMINISTRATION (BBA)

Kathmandu, Nepal

August, 2018
RECOMMENDATION OF COLLEGE

i
RECOMMENDATION OF THE ORGANIZATION

ii
 DECLARATION

I hereby declare that the internship report entitled “An Internship Report on
Operations Department of Civil Bank Limited” submitted to Office of the Dean,
Faculty of Management, Tribhuvan University, is my original work accomplished
under the supervision of Mr. Bashu Dev Dhungel, lecturer of College of Applied
Business (CAB) in the partial fulfillment of the requirement for the degree of
Bachelor in Business Administration (BBA) and it has not been previously
submitted to any other University or any other examinations.

………………..

Sagar Adhikari

iii
 ACKNOWLEDGEMENT

I express my gratitude to those people and institutions that have throughout extended
their help in various ways in order to complete this project.

Hence, I am grateful to the Tribhuvan University that has provided me an opportunity

to gain real life working experience at Civil Bank Limited through an internship
program. Tribhuvan University has designed twelve week internship program to the
students of eighth semester as a partial fulfillment of the degree of Bachelor of
Business Administration (BBA). The basic purpose is to make the graduates
competent and skilled professional middle level managers in business and other
organizations.

Also I would like to express my sincere appreciation to Mr. Suresh Gimire, Branch
manager of Civil Bank Limited (Branch), Gongabu, Kathmandu for giving me the
privilege to work as an intern in such recognized institution. I further would like to
name Mrs. Anju Shrestha, Head of Operations Department (Gongabu Branch) and the
other staff of the Civil Bank Ltd, Gongabu Branch for providing the necessary
information, guidance and cooperation for the report preparation.

Finally, I would like to thank our college Principal Mr. Ramesh Pandey, for providing
me an opportunity to gather such practical knowledge and the management team of
my college. I am grateful to Sir, Bashu Dev Dhungel my report supervisor and my
friends who helped me in accomplishing my internship report by suggesting and
guiding for preparing this report.

Sincerely,

Sagar Adhikari

iv
 TABLE OF CONTENT

RECOMMENDATION OF COLLEGE.....................................................................i
RECOMMENDATION OF THE ORGANIZATION...............................................ii
DECLARATION......................................................................................................iii
ACKNOWLEDGEMENT........................................................................................iv
TABLE OF CONTENT.............................................................................................v
LIST OF TABLES..................................................................................................viii
LIST OF FIGURES..................................................................................................ix
LIST OF ABBREVIATION......................................................................................x
Chapter One...............................................................................................................1
INTRODUCTION......................................................................................................1
1.1 Background of the Study..................................................................................1
1.2 Importance of Internship..................................................................................2
1.3 Objectives of the Study....................................................................................2
1.4 Methodology....................................................................................................3
1.4.1 Organization Selection..............................................................................3
1.4.2 Placement..................................................................................................3
1.4.3 Duration.....................................................................................................4
1.5 Activities Done.................................................................................................4
1.5.1 Operations Department.............................................................................4
1.5.3 Loan...........................................................................................................5
1.6 Limitations of the Study...................................................................................5
1.7 Organization of the Study................................................................................5
Chapter Two...............................................................................................................7
INTRODUCTION TO THE INDUSTRY.................................................................7
2.1 Meaning and Definition of Bank......................................................................7
2.2 History of Banking...........................................................................................8
2.3 Evolution of Banking Sector in Nepal.............................................................8
2.4 Classifications of Banks.................................................................................10
2.5 Commercial Banks in Nepal..........................................................................11
2.5.1 Functions of commercial banks..............................................................11
2.6 Present Scenario of Nepalese Banking Sector...............................................12

v
 2.7 Opportunities of the Banking Industry...........................................................12
2.8 Threats/Challenges of the Banking Industry..................................................13
Chapter Three...........................................................................................................14
INTRODUCTION TO THE ORGANIZATION.....................................................14
3.1 Introduction....................................................................................................14
3.1.1 Vision of CBL.........................................................................................14
3.1.2 Mission of CBL.......................................................................................14
3.1.3 Goal of CBL............................................................................................14
3.1.4 Objectives of CBL...................................................................................15
3.7 Product and Services......................................................................................15
3.7.1 Deposits...................................................................................................15
3.7.2 Loans.......................................................................................................19
Chapter Four.............................................................................................................23
ANALYSIS OF ACTIVITIES DONE.....................................................................23
4.1 Background....................................................................................................23
4.2 Operations Department..................................................................................23
4.3 Responsibilities at Operations Department....................................................23
4.3.1 Attending Customers...............................................................................23
4.3.2 Explaining Products and Services to Clients..........................................24
4.3.3 Account Opening....................................................................................24
4.3.3.1 Personal Account.................................................................................24
4.3.2.2 Corporate Account...............................................................................25
4.3.3 Account Closing......................................................................................26
4.3.4 Cheque Book Issue..................................................................................27
4.3.5 Managing Clients Information System...................................................28
4.3.6 Account Statement Printing....................................................................28
4.3.7 Filing and Record Keeping.....................................................................28
4.3.8 Compliance Handling..............................................................................28
4.3.9 Bills and Clearing Department................................................................29
4.4 Problem Identification................................................................................29
4.5 Solution Alternatives..................................................................................29
Chapter Five.............................................................................................................31
CONCLUSION AND LESSON LEARNT.............................................................31

vi
 5.1 Conclusion......................................................................................................31
5.2 Lessons Learnt.............................................................................................32
5.2.1 Lesson Learnt Related to Knowledge.....................................................32
5.2.2 Lesson Learnt Related to Skills...............................................................32
5.2.3 Lesson Learnt Related to Abilities..........................................................33
REFERENCES
APPENDIX

LIST OF TABLE

vii
Table 1. 1. Placement of Internship

Table 2. 1. Classification of Banks..............................................................................10

LIST OF FIGURE

viii
Figure 3.1. SWOT analysis of CBL.............................................................................22

ix
 LIST OF ABBREVIATION

AD Anno Domini

ATM Automatic Teller Machine

BAFIA Bank and Financial Institution Act

BBA Bachelor in Business Administration

BC Before Christ

BOD Board of Directors

BS Bikram Sambat

CBL Civil Bank Limited

CEO Chief Executive Officer

CIC Credit Information Center

CSD Customer Service Department

E- Banking Electronic Banking

ECC Electronic Cheque Clearing

FD Fixed Deposit

KYC Know Your Customer

MICR Magnetic Ink Character Recognition

NPR Nepalese Rupee

NRN Non-Resident Nepalese

PAN Permanent Account Number

SSA Social Security Allowance

SWIFT Society for World Inter Bank Financial Telecommunication

TU Tribhuvan University

x
 Chapter One
INTRODUCTION

1.1 Background of the Study

Bachelor in Business Administration (BBA) is the semester wise academic program

for management students designed to provide comprehensive and practical education.
BBA Program in College of Applied Business is under the affiliation of Faculty of
Management (FOM), Tribhuvan University (TU). It is a full-fledged learning program
of 8 semesters (120 Credit hours) meeting the international standards of 4 years and
constituting general business courses and advanced courses for specific
concentrations.
The internship is one of the essential parts required for the completion of BBA
Program and allows students to imply their theoretical knowledge in the real
workplace. It is the form of applied knowledge that enhances the individual’s ability
and confidence level to compete in the dynamic and global business world. The
exposure to the actual workplace provides the practical skills and acquaintance that
cannot be acquired by mere classroom education

One of the major advantages of internship being placed in the final semester is that
the student can use the knowledge acquired in the previous semester to own
advantage and perform efficiently in the completion of the tasks intern is assigned in
the workplace. The internship gives the insight to the organization and introduces to
the corporate culture within the organization. Internship assists in improving the
interpersonal and communication skills required to sustain in the competitive business
environment. It provides a platform for gaining the essential managerial and public
relationship skills and is an excellent means for gaining work experience.

Thus, the internship is the totally practical based program that boosts up the problem-
solving ability by utilizing the conceptual knowledge of an individual in the
organizational setting. It is the career enhancing program and is aimed at developing
the level of understanding and competence required to be a professional manager.

In the recent years, people are becoming more practical and knowledge oriented. BBA
course has been extensively developed in order to reach the high expectations of the

1
core based companies that are involved in both, management of the business as well
as within the human resource department. This, itself shows the significance of this
course. This includes the detailed study of the various aspects of Business and
management of business operations. BBA course specializes students in various
important sectors such as Accounting, Entrepreneurship, Finance, Human Resource
Management, International Business, Marketing etc.

1.2 Importance of Internship

In the final semester of BBA program, every student should go through the twelve
weeks long internship in any industry according to their choice. Since, it provides the
perfect platform for students to utilize theoretical knowledge in real life situations.
The internship program provides opportunities to observe study and explore new facts
and understand realities about how the organization functions.  It not only helps
students to learn the organizational environment and work culture but also helps to
develop interpersonal communication as well as report writing skills. Along with this;
it helps to boost self-confidence and helps to explore new career opportunities.

1.3 Objectives of the Study

The primary objective of the internship program is to enable the students to transform
the academic knowledge learnt through the years into the practical real world
environment where the organizations are facing tough competition with the effects of
globalization. The practical approach of internship enables the students to learn what
the organizations face in terms of employee diversity, the pressures that every
organization face, the regulatory environments intern have to work in and other
variables that are prominent in the real working environment. The specific objectives
of internship are:

 To know the real business environment of banking sector.

 To understand the whole working procedure of the banking industry.
 To gain the knowledge regarding different departments of a bank.
 To develop the personal relation skills and communication skills.

2
1.4 Methodology

Methodology refers to the various sequential steps adopted in the study. This report is
basically prepared as per the experience of work while doing the internship. This
report contains both primary as well as secondary data collected from different
resources. After specifying the goals and objectives of the internship, it can be
achieved by:

i. Taking observation of the daily operations of the company.

ii. Interacting with the customer.
iii. Interacting with the staffs and employees of the organization.
iv. Observation of various files and record that intern can go thorough
v. Observation of financial audit report published by company and websites
of the company

Selection, placement and duration of the internship are mentioned here under.

1.4.1 Organization Selection

As commercial banks are the appropriate organization where one could tally his/her
theoretical knowledge into practical implications. While selecting the banks one will
look for the bank where he/she can learn a lot about banking as well as financing
activities so I happen to select the Civil Bank Limited. Intern approached the bank
and after few days the bank called to sign the contract letter and was asked to join the
bank from 19 April, to 12, July 2018.

1.4.2 Placement

Regarding the placement, the intern was appointed to conduct internship in different
department of Civil Bank Ltd. One will learn different new and important as well as
valuable things while working as an intern in CBL. All the staffs of CBL were
cooperative. Civil Bank gave me an opportunity to know ourselves and be
independent in future. It helps us to learn about the bank culture, work environment
and working procedure of Civil Bank Ltd, Gongabu, and Branch. This twelve weeks
period has now become very fruitful for me.

3
Table 1. 1.
Placement of Internship

Departments/ Weeks 1 2 3 4 5 6 7 8 9 10 11 12
Operations Department
Loan Department

1.4.3 Duration

As internship period was of 12 weeks, fulfilling the criteria of Tribhuvan University

of 12 weeks. The bank kept intern in different department during the 12 week course
of internship. In internship tenure, the bank placed intern in many departments and its
list is specified below with the time spend in the department. The period of internship
was from April to July 2018

1.5 Activities Done

Various activities were performed in Operations department under the guidance of the
supervisors of the respective area during the internship. Major activities that were
performed in the bank on respective departments can be summarized as below:

1.5.1 Operations Department

During the internship in the Civil Bank Limited intern had performed various
activities in different departments especially Customer service Department. The
activities performed are as follows:
 Providing the statement
 Scanning the cheques
 Account opening
 Making cheque books
 Scanning the signature Specimen document of new account
 Providing vouchers for deposit of cheques and withdraw
 Salary deposit of the company
 Dealing with customer
 Provide knowledge about different product of Civil Bank ltd and its
benefits.

4
  KYC update
 Preparing ATM request report
 Preparing Mobile Banking request report\
 Arrangement of Daily Transitional List(TL)
 Calculation of Daily TL
 Arrangement of files related to Social Security Allowance(SSA)
 Helping old people to make thumb print
 Visiting different location to distribute SSA
 Social security Distribution

1.5.3 Loan

 Preparation of CIC Report (to know risk factor)

 Scanning different loan documents

1.6 Limitations of the Study

The working place is really great place but everyone has its limitations. Intern too was
not far away from the following limitations:

 Busy work schedule makes the employee less interactive which limits the
information.
 The internship period was of twelve weeks which was too short to know the
overall functioning of banking operation in depth.
 The study may not be applicable to other organization of similar nature as the
companies have their own policies and procedures.

1.7 Organization of the Study

The report was prepared after twelve weeks of internship program and was instructed
and revised by the college supervisor. The study has been organized into five
chapters. The contents of this study are briefly explained below:

Chapter one deals with introduction that includes background of the study, objective
of the study, limitation of the study, objectives, methodology, limitations, and
activities performed and organization of the study.Chapter two deals with the
introduction of a bank, origin of banking, historical development of bank in Nepal,

5
meaning of commercial bank, functions of commercial bank and growth number of
commercial banks in Nepal.
Chapter three deal with the introduction of bank where the internship was carried out.
It shows the mission, vision, and objectives, products offered by Civil Bank Limited
(CBL) and SWOT Analysis of CBL.

Chapter four deal with the analysis of activities performed by intern during twelve
weeks internship periods. It includes the brief introduction to the CSD, activities
performed, problems identified.

Chapter five incorporates the overall wrapping up of the internship program and the
report. It includes the summary of entire report, lesson learnt, and conclusions of the
report.

6
 Chapter Two
INTRODUCTION TO THE INDUSTRY

2.1 Meaning and Definition of Bank

A Bank is a financial institution for collecting deposit, loans exchange or issue of

money and for the transmission of funds. It is essentially an intermediary of short
term funds. It can carry out extensive sending operation only when it can effectively
mobilize the saving community. Banking is the lifeblood of the modern business for
the economy.

A bank simply carries out the work of exchanging of money, providing loan,
accepting deposit and transferring the money.

Banks are the most important pillars of an economy or economic system. They
actually do not create money but they mobilize money – which might be termed as
capitalization of money. The ultimate source that creates money cannot be other than
employment. Banks derive profit mostly from the differential between the level of
interest it pays for deposits and other sources of funds, and the level of interest it
charges in its lending activities. This difference in referred to as the spread between
the cost of funds and the loan interest rate[ CITATION Raw15 \l 1033 ].

“A bank is manufacturer of credit and machine so facilitating exchanges”

- Horace.

“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.”

- C.R.Crowther

As pillars of economic system, there are entities such as Central Bank, Commercial
Banks, Development Banks, Financial Institutions and Co-operatives.

Commercial Banks are financial intermediaries who raise funds primarily by issuing
checkable deposits (deposits on which checks can be written), savings deposits
(deposits that are payable on demand but do not allow their owner to write checks),
and time deposits (deposits with fixed terms to maturity).They then use these funds to

7
make commercial, consumer, and mortgage loans and to buy government securities
and municipal bonds. Though the main function of commercial bank is to collect
deposits from the depositors and to invest on profitable sectors by avoiding risks,
these days, the commercial banks are moving towards the micro financing sectors
like; Auto loan, Education loan, Professional loan, and Housing loan etc, because of
low risk and lack of proper and secured investing sectors[CITATION Tha17 \t \l
1033 ].

2.2 History of Banking

There is no unanimity among the economists about the origin of the word “banking”.
The term bank derives from the Latin word ‘Bancus’, which refers to the bench on
which the banker would keep its money and his records. Some persons trace its origin
to the French word ‘Banque’ and the Italian word ‘Banco’ which means a bench for
keeping, lending and exchanging of money or coins in the market place by money
lenders and money changers.

It is believed that, the ancestors of modern banking system were merchants,

goldsmiths and moneylenders. Money banking sowed its seed in the medieval Italy
despite strong Christian prohibitions against charging interest.

The bank called the ‘Bank of Venice’ was established in Venice, Italy, in 1157, was
regarded as the first modern bank. Subsequently, following its establishment various
banks such as Bank of Barcelona (1401), Bank of Geneva (1407), Bank of
Amsterdam (1609), and Bank of Hindustan (1770) were established.

2.3 Evolution of Banking Sector in Nepal

Banking service is the oldest service industry in Nepal. It has gone through the
various stages of evolution and development since the Vedic times (2000 to 1400
BC). Though the modern banking institution has a very recent origin in Nepal, some
crude bank operations were in practice even in the ancient time in the Nepalese
Chronicle, it was recorded that the new era known as Nepal Sambath was introduced
by Shankhadhar, a sudra merchant of Kantipur in 879 or 880 A.D; after having paid
all the outstanding debts in the country. This shows the basis of money lending
practice in ancient Nepal. Towards the end of 8 the century, GunkamDev had

8
borrowed money to rebuild the Kathmandu valley. In 11th century, during Malla
regime there was an evidence of professional moneylender and bankers. It is further
believed that money lending business, particularly for financing the foreign trade with
Tibet, became quite popular during the regime of Mallas. However, in the absence of
any regulatory measures, the unscrupulous moneylenders were known to have
charged exorbitant rates of interest and other extra dues on loans advanced.

These inconvenience led the then prime minister Ranodip Singh (1877-1855) to
establish Tejarath Adda with the introduction of a number of economic and financial
reforms in Kathmandu, which was a government financial institution supplying credit
to the people at 5 % rate of interest against security of gold, silver and ornaments.
During the time of Chandra Shamsher (1907-1929), credit facilities of Tejarath were
extended to some parts of the country by opening its branches. However, the
establishment of “Kausi Tosha Khana” as a banking agency during the regime of
King Prithvi Narayan Shah could also lay claims to be regarded as the first step
towards initiating banking development in Nepal.

Later, with the growing necessity of the commercial banks in the world, Nepal Bank
Limited (NBL), the first commercial bank of Nepal, was established in 1973 AD
replacing the older system or banking, under the special Banking Act.1936 having
elementary function of commercial bank as a semi government organization, without
existence of a central bank in the country. The inception of Nepal Bank Limited was a
landmark in the field of banking and financial sector in Nepal.

The first central bank named as the Nepal Rastra Bank (NRB) was established in 26 th
April 1955 with as objective of supervising, protecting and directing the functions of
commercial banking activities.

Another commercial bank fully owned by the government named as Rastriya Banijya
Bank (RBB) got established in 1965 under Banijya Bank act 1965 AD. In the present
scenario different types of banks are being practiced in Nepal, but among them
commercial banks play a vital role in the economic development of the
country[CITATION Tha17 \t \l 1033 ].

During the mid-1980s three foreign commercial banks opened branches in Nepal. The
Nepal Arab Bank was co-owned by the Emirates Bank International Limited (Dubai),

9
the Nepalese government and the Nepalese public. The Nepal Indosuez Bank was
jointly owned by the French partners, Rastriya Banijya bank, Rastriya Beema Sanstha
(National Insurance Corporation), and the Nepalese public.

In 1993 A.D. Himalayan Bank Ltd was established under a joint venture with Habib
Bank Ltd- Pakistan and Nepal SBI under a joint venture between employee’s
provident fund and SBI. In 1994 A.D. Nepal Bangladesh Bank Ltd. was established
under a joint venture with IFIC Bank Ltd. of Bangladesh.

After 1995 A.D. Bank of Kathmandu, Nepal Credit and Commerce Bank Ltd., NIC
Bank, Lumbini Bank, Machhapuchhre Bank Ltd., Kumari Bank Ltd., Laxmi Bank
Ltd., Siddhartha Bank Ltd., Civil Bank Ltd., etc were established. Currently there are
altogether 30 commercial banks operating in Nepal.

2.4 Classifications of Banks

A modern banking system demands different types of banking services. So to fulfill

all the functions demanded by the customers, different types of banks emerged in the
banking industry specializing in different functional areas and with different purposes.
The highest authority on the pyramid is the central bank of Nepal, Nepal Rastra Bank.
NRB decides and formulates various guidelines for the banking sector in the country.

NRB has classified different banking and financial institutions broadly into four
classes as Class A, Class B, Class C and Class D. Different classes are classified on
the basis of capital requirement for their establishment.

Table 2. 1.
Classification of Banks

Class Type of bank No. of banks in Nepal(as of 2014)

Central bank 1
Class A Commercial bank 28
Class B Development bank 57
Class C Finance companies 36
Class D Micro finance development bank 48
Source:www.nrb.org.np

10
2.5 Commercial Banks in Nepal

The commercial banks are those banks which are established to accept deposits and
grant loan to the industries, individuals and traders with a view to earn profit. Apart
from financing, they also render services like collection of bills and cheques,
safekeeping of valuables, financial advising etc. to their customers. In Nepal, after the
liberalization policy adopted, the commercial banks started to bloom. The bloom was
seen not only in terms of their number and branches but also in the number and
variety of services provided by them. In the mid-1980s three joint venture commercial
banks were established in Nepal – The Nepal Arab Bank, The Nepal Indosuez Bank
and Nepal Grindlays Bank. The number grew to ten commercial banks by 1990 which
grew to twenty by end of 2007. Currently the number of banks, development banks,
finance companies and microfinance counts to 30 commercial banks, 75 development
banks, 48 finance companies and 36 microfinance institutions in the country.

2.5.1 Functions of commercial banks

The functions of commercial bank can be classified into three categories. They are:

Primary Functions

 To accept various types of deposits like saving account deposit, current

account deposit and fixed deposit.
 To provide loans and advances in different forms like cash credit, money at
call, overdraft, discounting bills of exchange, term loans, etc.

Agency Functions

 To collect and clear cheque, dividends and interest warrant.

 To make payments of rent, insurance premium, etc.
 To deal in foreign exchange transactions.
 To purchase and sell securities.
 To act as trustee, attorney, correspondent and executor.
 To accept tax proceeds and tax returns.

General Utility Functions

 To provide safety locker facility to customers.

 To provide money transfer facility.

11
  To issue travelers cheque.
 To accept various bills for payments like phone bills, water bills, etc.
 To provide merchant banking facility.
 To provide credit cards, debit cards, smart cards, etc.

2.6 Present Scenario of Nepalese Banking Sector

In the context of present situation there is tough competition for banking industry. The
overall competitions have been increased over the gap of time. As, we know the
economy of Nepal is very small but number of service provider high. Due to this
reason many banking industry is facing lots of problem. Some are in the position of
insolvent and some are in the process of merger .The political instability is creating
lots of problem in their operation. Few banks are making their presence in market by
providing security and confidence to customer. Banking industry is failing to achieve
their respected target. The NRB has classified the financial institutions into “A” “B”
“C” “D” categories on the basis of the minimum paid-up capital and provide the
suitable license to the bank of financial institution. Group “A” is for Commercial
Bank. “B” is for Development Bank, “C” is for the Financial Institutions and “D” is
for the Micro Finance Development Banks. There are 31 commercial banks, 87
development banks, 79 financial companies, 21 micro credit development banks and
16 saving and credit co-operation (licensed by NRB) established so far in
Nepal[CITATION Tha18 \t \l 1033 ].

These days, modernized banking services such as the banking software, ATM, E-
banking, Mobile Banking, Debit Card, Credit Card, Prepaid Card etc. are available in
the banking system in Nepal.

2.7 Opportunities of the Banking Industry

The main opportunities of the banking industry are highlighted below:

 Given the demographic shifts resulting from changes in age profile and
household income, consumers will increasingly demand enhanced institutional
capabilities and service levels from banks.

12
  The deregulation has widened the scope of banking industry thus providing
investment opportunities in various sectors like hydropower, tourism,
agriculture, housing etc.
 Banks today are provided with the opportunities of mergers, acquisition and
joint venture which if carried out properly can have significant impact in the
industry as well as to the economy as a whole.
 Likewise, advancement in technology has developed new ways and tools of
performing the banking activities that has led to the customer convenience.
 There are also opportunities to explore into the rural markets via innovative
products such as microfinance, mobile banking etc.

2.8 Threats/Challenges of the Banking Industry

The main challenges of the banking industry are highlighted below:

 There has been rise in inflation rate which is a challenge for the banking
industry because it definitely raises the interest rates too.
 There has been threat of stability of the system. It is because failure of some
weak banks has often threatened the stability of the system.
 To survive in a country where there is frequent change in government and its
policies about the banking industry is really a big challenge for this industry.
 Burning global issues of money laundering and terrorist financing are
constantly posing threats to the banks and thus most of the banks are following
the KYC (Know Your Customer) guidelines.
 Globalization and increasing mergers and acquisition are also causing the
collapse of many banks. Political instability is also the major threat Nepalese
banking industry is facing currently.

13
 Chapter Three
INTRODUCTION TO THE ORGANIZATION

3.1 Introduction

Civil Bank Limited (CBL) is a commercial bank in Nepal. Founded in 2010, the bank
is an ‘A’ class commercial bank licensed by Nepal Rastra Bank and has branches all
across the nation with its head office in Kathmandu which provides entire commercial
banking services. It was founded by promoters form different professional
backgrounds such as manufacturing, trading, financial industry and real estate.

The Bank firmly believes in contributing to the nation's economic growth by

rendering services and empowerment to all classes and sectors of the society.
Recently this bank has been running with its 13 branches located at different parts of
Nepal and has targeted to reach 20 with the end of this fiscal year.

The Bank has been using T24 software to provide fast and efficient services to its
customers. Similarly, the bank is providing its ATM card facilities through Smart
Choice Technology (SCT)/ National Payment Network (NPN).It also provide
overdraft card facilities to its customer. Customers are provided Cheques, Mobile
Banking, Internet Baking and ATM card free with zero charges. Recently, the bank
has introduced Tab banking to make its services more easy and convenient (Civil
Bank Limited, 2018).

3.1.1 Vision of CBL

To become the most trusted bank by providing dedicated service and support to
customers through thick or thin.

3.1.2 Mission of CBL

To become every Nepali's banking partner by extending all types of banking services.

3.1.3 Goal of CBL

To contribute directly/indirectly in the economic growth of the country by being a

prominent player associated with all classes and sectors of society.

14
3.1.4 Objectives of CBL

•    Prudent expansion

•    Innovation
•    Dedicated customer service
•    Competitive human resource
•    Vigilance

3.7 Product and Services

Civil Bank delivers various products and services through its ABBS services. The
major of them are as follows:

3.7.1 Deposits

The major deposit schemes offered by CBL are listed below:

1. Mero Bachat Khata

Civil Bank Mero Bachat Khata is an interest bearing normal savings account. This
account intends to develop a saving habit for the future in order to facilitate the
accumulation of funds over a period of time.

Criteria:
Minimum Balance: No minimum balance required
Rate of Interest: 6.50% per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted

2. Aama Buwa Bachat Khata

Civil Bank Ama Buwa Bachat Khata is a special savings product designed for senior
citizens. This product not just yields high returns on the hard-earned income but also
provides them with convenience and easy accessibility to their savings account.

Criteria:
Minimum Balance: NPR 10,000
Rate of Interest: 7.75% per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted
Interest Posting: Monthly
Qualifying Age: 58 and above

15
3. Kishore Bachat Khata

Civil Bank Kishor Bachat Khata is designed to install a savings habit amongst parents
so that can save and amass the significant amount of funds to build a secure future for
their children.

Criteria:
Minimum Balance: NPR 1,000
Rate of Interest: 7% per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted
Qualifying Age: 16 and below

4. Nari Bachat Khata

Civil Bank Nari Bachat Khata is a product especially for the ladies (housewives,
professionals, and others). This product is tailor-made to suit the requirements of its
target audience. This savings account offers exclusive value-added services.
Criteria:
Minimum Balance: NPR 1,000
Rate of Interest: 7% per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted
Qualifying Gender: Females

5. Gold Savings Account

Civil Bank Gold Savings Account is savings scheme which offers an attractive rate of
interest and is for those individuals who are self-employed or professionals working
in various organizations. This scheme also gives the account holder the added
flexibility of unrestricted withdrawal.

Criteria:
Minimum Balance: NPR 50,000
Rate of Interest: 8.50% per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted
6. Silver Savings Account

Civil Bank Silver Savings Account is savings scheme which offers a competitive rate
of interest to the account holder and is for those individuals who are self-employed or

16
professionals working in various organizations. Besides offering an attractive interest
rate, the product is also flexible in that the customer can withdraw and deposit funds
as per their convenience while retaining the required minimum balance in the account.

Criteria:

Minimum Balance: NPR 10,000

Rate of Interest: 7.50% per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted

7. Civil Bank Remit Savings Account

Civil Bank Remit Savings Account’ is a customized deposit product designed to

attract remittance customers in order to keep their earnings in the form of deposits in
the Bank while offering an array of services to the customer. The Civil Bank Remit
Savings Account’ has been tailored to facilitate both remitters working abroad and
beneficiaries living in the home country. The product aims to help satisfy the needs of
remittance customers as it can be opened by the family members of remitters residing
in Nepal or remitters working abroad. Moreover, the Bank has tied-up with
international agents such as Mawarid Exchange LLC in Dubai, UAE for remittance
services and is developing plans for expansion to other Gulf countries for a more
effective execution of international remittance services. At present the Bank has
numerous payout agents for carrying out its remittance services. Increasing this
network of agents is an ongoing activity of the Bank.

Criteria:
Minimum Balance: NPR 1,000
Rate of Interest: 7 % per annum (On Daily Balance)
Withdrawals and Deposits: Unrestricted

8. Civil Bank Loyalty Call Account

Civil Bank Loyalty Call Account is meant for individuals and corporate houses who
seek to earn interest on their deposits on a daily balance as well as experience the
flexibility which the market today demands. Account holders are paid interest on the
daily balance in their call account.

17
Criteria:
Minimum Balance: NPR 1,000,000
Withdrawals and Deposits: Unrestricted
Account Type: - Loyalty Current Account
                 Loyalty Call Account
Interest Rate Calculation: Daily Basis

9. Platinum Savings Account

“Civil Bank Platinum Savings Account” is an exclusive interest bearing account

primarily designed for high income earning professionals and high net worth
individuals. There is no limitation for deposits and the depositors can withdraw their
deposits at any time during the banking operation period as per their convenience.
Criteria:
Minimum Balance: NPR 50,000
Rate of Interest: 7% per annum (On Daily Balance)
Interest Rate posting: Quarterly Basis
Withdrawals and Deposits: Unrestricted

10. Nepali Bachat Khata

Civil Bank Nepali Bachat Khata” is a savings account that can be opened by
individual depositors. The target market of this savings account includes individuals
from all walks of life who require a decent return on their deposits requires the
flexibility to deposit or withdraw funds and enjoy the salient features associated with
the product. The target market includes all types of depositors, specifically the
unbanked population of the country and other types of securities. This product aims to
create a healthy savings habit of the customer while offering an attractive rate of
interest and compete in the marketplace. This would increase the overall deposit
figures of the bank to remain competitive and maintain the regulatory requirement of
the retail-institutions deposit ratio.
Criteria:
Minimum Balance: Zero
Rate of Interest: 7% per annum (On Daily Balance)
Interest Rate posting: Quarterly Basis
Deposit and Withdraw: Unlimited

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11. Mero Bachat Khata
“Civil Bank Mero Bachat Khata” is an interest bearing Normal Savings Account that
is primarily designed for individuals to inculcate a savings habit for the future in order
to facilitate accumulation of funds over a period of time. There is no restriction on
withdrawal, and the accountholder may deposit or withdraw their funds at any time.
The product was launched in the year December 9, 2010. The target of this product
was for general customer who don’t wish to hold high minimum balance. The product
has the highest number of customer base and it has been reviewed that it shall be
continued to be offered to new customers as well.
Criteria:
Minimum Balance: 500
Rate of Interest: 7% per annum (On Daily Balance)
Interest Rate posting: Quarterly Basis
Deposit and Withdraw: Unlimited

12. Normal Fixed Deposit

“Civil Bank Normal Fixed Deposit” is a deposit account that is purposively opened
locking the withdrawal of fund for specific period to earn the interest higher than the
saving accounts. The secondary purpose to open fixed deposit account is to self-
restrict the fund utilization for the secutiry of the future uncertainities or to use for
specific certain needs.

Criteria:
Customer holding balance: NPR 10000
Rate of Interest: AS per the Bank Schedule of Interest Rates
Interest Rate posting: Quarterly Basis
Deposit and Withdraw: Unlimited

3.7.2 Loans

The different loan schemes offered by CBL are listed below:

1. Personal Mortgage Loan

Civil Bank Personal Mortgage Loan is one such product to cater to the various
financing requirement of individuals. The minimum limit of CiPML is NPR. 100,000
and the maximum limit of CiPML are NPR. 50,000,000.The applicant for the loan

19
must provide unencumbered fixed assets collateral (land and building) fully covering
the requested loan exposure.

2. Home Loan

Civil Bank Home Loan is established as a retail lending product to cater to the
prevailing market demands. CBL 'Home Loan' limit shall be fixed for minimum and
maximum range of NPR 100,000 and NPR 50,000,000 respectively for all types of
schemes. Any Nepalese individual of at least 18 years of age is eligible for Home
Loan facility subject to stable, reliable source of income. Furthermore, the disposable
income should be sufficient to serve the loan installment and due interest. Civil Bank
'Home Loan' limit shall be fixed for minimum and maximum range of NPR 100,000
and NPR 50,000,000 respectively for all types of schemes.

3. Hire Purchase Loan

Civil Bank Hire Purchase Loan (CiHPL) as a retail lending product to cater to the
prevailing market demands. Hire Purchase Loan will be applicable to private
automobiles (cars, jeeps), commercial vehicles (trucks, buses), heavy equipment
(excavators, cranes, dozers) and other equipment (hospital equipment, heavy kitchen
types of equipment). CBL ‘Hire Purchase Loan' limit will be fixed for a minimum and
maximum range of NPR 500,000 and 50,000,000 respectively for all types of
schemes.

4. Loan Against Fixed Deposit Receipt

The Loan against Fixed Deposit is an added feature in the Fixed Deposit product and
enables the depositor/account holder to withdraw a certain percentage of the deposit
amount as a loan to cater to his/her various immediate needs.
Normally, the Bank will finance up to 90% of the value of the FD, if the same is
issued by itself. In the case of loan against FDR issued by other Banks/financial
institutions, the Bank may not finance more than 80% of the face value.

5. Loan Against Government Bond/ Securities

Loan against Government Bond/Securities enables an individual or firm to avail a

loan against the value of the securities and bonds in their possession.

20
Generally, Credit against Govt. / NRB Instrument will be extended up to 90% of the
value of the instrument. However, in exceptional cases, the credit may be extended up
to the face value of the instrument upon approval from a competent authority.

3.7.3 Remittance

Remittance means sending income in terms of money or goods in a home by the

migrants or workers who have their earnings outside their home country.
Civil Bank Ltd is providing the remittance services through the Western Union,
International Money Express (IME), Money gram, reliable remit, NET fox and
Prabhu Money Transfer.

3.7.4 Letter of Credit (LC)

Letter of credit is an undertaking issued by a bank in favor of a beneficiary by which

the bank substitutes its own creditworthiness for that of the applicant by promising to
honor (pay) if the documents specified in the letter of credit are timely presented.
CBL is delivering this service to its customers through Trade Finance Department.

3.7.5 Others

The other services provided by CBL include the “Bank Assurance” which is the
recent product of the bank. The bank is providing insurance facilities to its customers
through the collaboration of Prime Life Insurance Company.

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3.8 SWOT Analysis

Strength Weakness
 High interest in Saving Account  Low percentage of market share
 Low interest in loan  Less number of ATMs
 Bank open till 4pm for Customer  Less number of branch
services
 Promoter has strong economic
background

Opportunities Threats
 Due to developing economy of  Poor and changing Rules of NRB
the nation it creates lot of  Unstable economic policy
opportunities for bank to invest in  Unstable political condition
profitable project  Threat from existing firm
 According to NRB it is compulsory
for citizen to perform transaction
of more than 10 lakhs through
banking sectors
Figure 3.1. SWOT analysis of CBL

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 Chapter Four
ANALYSIS OF ACTIVITIES DONE

4.1 Background

The internship was conducted in the Customer Service Department which is the
important department under Operations department of the Civil Bank. Internship was
conducted under the guidance of operation in-charge. Placement in Operation
departments provided the exposure and understanding of the various service and
procedures of the bank and its relationship with its customers. All the experience and
knowledge gained in the 12 weeks of the internship is explained in this chapter.

4.2 Operations Department

Operations department in banking is established to carry out all the day to day
transactions of the bank. Operations department is responsible all the activities of
banking transaction other than credit. Operations department is responsible for
account opening, handling, order processing, product and service questions, bank
information, system transfers, and other general inquiries. Operations Department
(OD) consists of department like Customer service department, Cash Department,
Social Security Department, etc. Customer service is a series of activities designed to
enhance the level of customer satisfaction that is, the feeling that a product or service
has met the customer expectation. The Customer Service department is responsible
for handling, order processing, product and service questions, bank information,
system transfers, and other general inquiries.

4.3 Responsibilities at Operations Department

This department is responsible for carrying various activities starting from the
opening of an account to the value additional process as a part of after sales service.
The different activities done in OD throughout the internship period are:

4.3.1 Attending Customers

When clients pay visit into the bank, they are first greeted by the front line staff
positioned at Customer Service Department and they are asked about their purpose of

23
visit. Then Customer are guided or followed by the staff as per their requirement, after
understanding their purpose. For example if they want to open an account, they will
be systematically guided by the staff through the selling process.

4.3.2 Explaining Products and Services to Clients

There are various functions about CSD; account opening function is one of the core
functions of CSD, where any tangible products aren’t sold but bank’s intangible
products that are the banks deposit accounts are explained to the customer. CBL has
various products and service; each and every product is explained in general to the
customer. During this period intern got an opportunity to learn about organizational
behavior such as perception about the people towards the organization and how to
attract towards the products and services of the organization.

4.3.3 Account Opening

Account opening is the initial step in deposit collection. It is one of the crucial
functions of the commercial bank. The account opening form contains the
accountholder’s name, permanent and temporary address, occupation, contact number
and signature of the account holder and the type of account preferred to open. Along
with an account opening form account holder should present two passport size recent
photo of own, one copy of citizenship certificate. That should be verified with original
documents. The customers should also include the name and details of the nominee.
After the form is filled, the account number is given as per register sequence. After
this, the customer’s data are stored in the computer system after verification by
operation in-charge. The account opening form along with other necessary documents
is kept in a file in a serial order as per account number for future reference.
The bank opens new account two different ways:

4.3.3.1 Personal Account

Any individual who is capable of entering into the contract can open an account in the
bank. Customer can open the account in all convertible currencies directed by NRB.
Two or more individuals can also open a joint account in their names.
The basic requirement of opening a personal account:

 The account holder must be present in business desk in the time of opening an
account.
24
  Fill up the prescribed application form.
 Original copy of identification document i.e. citizenship or passport and
photocopy to be attached with the application form.
 Two passports size photograph of the account holder.
 Nominee form and citizenship of the nominee.

4.3.2.2 Corporate Account

Any registered firms, organizations and corporations can open the corporate account
in the bank for smooth business transactions. The corporate account can be opened in
all the convertible currencies directed by NRB. The firms can open the account by
providing the prescribed documents. All the original documents should be presented
for verification. The basic requirements of opening a corporate account are:
For Proprietorship Firm
 Declaration of Sole Proprietorship.
 A copy of Firm Registration Certificate.
 A copy of Income Tax Registration Certificate.
 A copy of identification paper of promoter/ account operators Two copies of
the recent photograph of proprietor should also be obtained.
For Partnership Firm
 Letter of Partnership duly signed by all partners.
 A copy of Partnership Deed duly attested.
 Certified copy of Partnership Registration.
 Identification papers of all partners and account operators.
 Income tax registration/renewed certificate.
For Corporate Bodies
 Certified copies of Memorandum and Articles of Association of the company.
 List of existing directors.
 Resolution of Board of Directors to open and operate the account.
 Company registration and Income Tax registration certificate.
 Identification papers of directors and account operators.
 Notification of appointment of office bearers as authorized account operators
in case of Corporations.

25
Process of Opening Saving and Current Account
 Provide new account opening form to the customers (individual or corporate).
 After the form has been filled up by the customer, review the form so that all
the required information is provided.
 Check all the essential documents and verify them with the original one.
 The customer is requested to fill the deposit slip to deposit the minimum
balance of concerned scheme and charges the necessary charge for ATM card
and other services if applicable.
 The details of the customer are entered into the bank software (i.e. T24) to get
customer id and account number.
 The signatures and stamps are scanned and loaded in the bank software
 The Operation in-charge verify and approve the account
 The account opening form along with other necessary documents is kept in a
file in a serial order as per account number for future reference
Process for Opening Fixed Account (Time Deposit)
 The customer is requested to fill the application for time deposit specifying
account holder’s name, amount, maturity period and other details.
 If the customer does not have any account in the bank, then he/she should
open saving account initially in order to credit the interest of time deposit.
 Time deposit application is verified by operation in-charge.
 The customer is requested to deposit either cash or cheque in his/her saving
account.
 Fixed Deposit Receipt (FDR) or time deposit certificate is issued to the
customer as the proof of fixed account after accepting the deposit.

4.3.3 Account Closing

The entire request for the closure of accounts must be made in writing form and duly
signed by the account holder. All unused cheques leaves, ATM card, locker key must
be submitted to the bank. The bank charges a certain amount for the process.

Procedure of Account Closing

 The customer willing to close the account should fill up the account closing
form.

26
  For the closure of accounts unused cheques and ATM should be returned to
the bank.
 Before closing any accounts, the bank's staff verifies the signature, checks all
the liabilities of the customer in the bank.
 For the closure of the individual account and sole proprietorship account, the
account holder should visit bank himself / herself. Similarly, in the case of
joint account all the account holders should be present.
 Settlement of the balance after deducting all the required charges. Ensure that
no balance is left in the customer’s account.
 Close the account in the banking system.
 The account closing form with all the documents is to be filed.
 The returned ATM card should be destroyed and blocked.

4.3.4 Cheque Book Issue

Cheque book is issued for the new account and for the existing account holder on the
request by submitting their cheque requisition.
Process for cheque book issue
 For new account, customer should fill the request for the cheque-book in the
account opening form.
 For existing account, customer needs to fill up the slip which is inside the
chequebook.
 In case of loss of cheque book or demand slips customer has to pay Rs.200
to issue new bundle of cheque book.
 For new account holder, only 5 leaves of cheques are issued and after the
first issuance, a number of leafs are provided as per the customers demand.
 The account holder or agent (whose name is in requisition slip) should be
present while receiving cheque book.
 Once cheque book becomes ready need to make entry in the cheque book
register which includes details such as (date, a/c number, a/c name,
receiver’s name, and receiver’s signature, initial of staff)
 Cheque book needs to be finally rechecked at the time of handing over to the
recipient.
 The old requisition slip (presented for the demand of cheque) should be filed.

27
4.3.5 Managing Clients Information System

Another important functions carried out at CSD, is managing customer data base,
from clients first account entry to clients account termination. Here at CSD, intern had
an opportunity to use T24 Banking Software, where intern was assigned to process
information of account application form into information system, that generate, clients
information, including other crucial information such as customer’s account number
to their funds deposited at the banks.

4.3.6 Account Statement Printing

Account statement is a printed document issued by the Bank to the demanded account
holder and contains the total available balance in the particular account till the date
along with the amount of interest earned. The statement is provided to the account
holder or agent who come with the letter mentioning about providing statement along
with the signature of account holder only. In the case of any organizations letter
mentioning about providing balance statement along with company’s stamp is the
must. Account statement is provided without any charge to the customer.

4.3.7 Filing and Record Keeping

All the documents created for various purposes relating to the individual account,
corporate accounts, requisition of cheques, various forms, charges payment slips etc.
must be well documented, indexed and filled in their proper places for future
reference. They should be placed in a fire proof cabinet under lock and key. Where
possible separate cabinets should be maintained for the different type of account with
clear identification on the locker indicating the starting and ending numbers of the
files stored in particular lockers/cabinets.

4.3.8 Compliance Handling

Sometimes intern had to face customer rage relating certain issues. During such
critical issues, intern tried to understand the cause. Intern provided the information
which could solve the problem. However, in case of higher complication intern
escorted the customer to the specific department manager.

28
4.3.9 Bills and Clearing Department

In the bills department intern was deployed for a one week and there intern learnt
about clearing checks and also reconciled the vouchers which were made by deposit
department and recorded in the specific register. The clearing department is
responsible for the clearing of all cheques that the bank receives daily and the
different types of clearing cheques that come in the bank are:

 Inward Clearing
 Outward Clearing
 Outward Bills for Collection
In this department when customer comes to deposit the cheque then stamp and
number is given for that cheque. Now a new system for scanning cheque have already
come i.e. ECC through which the work load of the department will be easy and faster
also. The bank which has not been the member of ECC, their cheques are to be
registered manually in computer as well as in a register. The commission is also taken
according to the place and nature of the concerned bank and cheque.

4.4 Problem Identification

During intern period many customers were satisfied with the Civil Bank service. But
being a service organization some issues also hampers the overall image of the
organization.As per the analysis, following problem were identified:

i. Problem with ATM machines: No ATM slip was the major problem.
ii. Customers’ complaint about waiting time. They need wait for long time for a
single transaction.
iii. Customers’ complaint about having least number of ATM machines of Civil
Bank Ltd.

4.5 Solution Alternatives

No matter if the problem is minor or serious it always retards the effort of the
organization by resulting lower efficiency. But it is always necessary to take problem
as opportunity of growth with right solution. The solutions to the problems identified
by intern are discussed below:

i. ATM machines should be regularly checked and maintained on time. Statement

slips should be installed and should be maintained every day.

29
 ii. Gongabu Branch should increase their efficiency by adding new employee to
provide fast service to its customer.
iii. There are less number of ATM machines of Civil Bank, Consumer are facing
problems due to least ATM booths. So, the top level management should
identify the area where the need of ATM machine is most and should establish
branches on those areas in order to retain the customers.

30
 Chapter Five
CONCLUSION AND LESSON LEARNT

5.1 Conclusion

Internship is a short period training for educational fulfillment which is usually

performed by college or university students as per the demand of the course. At the
end of the internship, it helps the student to develop their area if interest in a related
field. It gives the practical knowledge and experience on the related field.

The twelve weeks Internship period at Civil Bank Limited has been very much
valuable and fruitful to gain the practical knowledge of the banking sector. Although
this is a short span of time to learn about any sector of the organization, the
experienced gained during the period in one of the most important departments in the
bank, i.e. CSD has provided with depth knowledge of the sector and the techniques of
the job. The study based on internship period and various tasks performed during the
stay in the bank are the basis for the report. The CSD seems to be quite progressive,
successful and smoothly functioning, handled by the competent staffs. The bank
follows all the procedures to make a good impression to customers as well as to make
healthy relationship with them.

CBL does not only provides product and services but even aims at total customer
satisfaction by rendering efficient and diversified financial services through improved
technology. As a result, CBL today is found to be one of the leading commercial bank
of Nepal providing the full range of commercial banking services through its establish
69 branches across Nepal and numerous of ATM terminals and even with branchless
banking facilities in remote areas which lacks its branches and ATM terminals. The
reason behind its success can also be predicted as a result of new technologies higly
efficient staff and public confidence towards this organization.

As a conclusion, it can be said that CBL is marching on the path of success by

running in profits as well as providing different services and features to its clients and
even seems successful in creating a goodwill and image in the minds of its customers
through the services provided.

31
Intern wants to conclude that CBL is excellent in terms of their services despite with
some pros and cons with the issue related to customer satisfaction. It can perform
better in future by updating its working style and strategy and also by regulating its
drawbacks, overcoming their weakness and doing their best to retain quality services.

Lastly, to become the leading bank of Nepal, Civil Bank Limited has to benchmark its
services to its major competitors in the industry or the market leader in the industry
and provide a continuous mean of improvement in its existing products and services,
while introducing new ones to the industry.

5.2 Lessons Learnt

The twelve weeks internship period at CBL was productive and the working
environment was so friendly that many technical as well as human aspects of the work
were learned, which in fact was beyond expectations. The lesson learnt during
internship by an intern in terms of KSA is

5.2.1 Lesson Learnt Related to Knowledge

 Acquired knowledge about the different types of services provided by the

Customer Service Department like account opening procedures, statement
printing, account closing, issuing cheques.
 The intern gets to learn the work environment and the professionalism within
the period and get to solve the problems of the customers.
 The intern got an exposure to the work culture which is the mix of practices
and ideologies arising from the interactions of people with their work
environment

5.2.2 Lesson Learnt Related to Skills

 Since the customer service is the front desk of the organization, it has to deal
with different kinds of customers. Every customer has their own problems and
grievances and queries and important lessons were learnt in due process.
 Handling the different types of customers with a smile, builds up the
confidence and interpersonal communication skills.
 One gets to know to present self in front of the customers which develop the
inter-personal communication skills.

32
5.2.3 Lesson Learnt Related to Abilities.

 The Customer Service has to listen carefully to the customers in order to reach
the root of the problem. The problem solving ability of the intern is developed
and this requires patience, understanding skills, coordination and commitment.
 The initial nervousness and the hesitation while talking to strangers was
replaced with confidence and warmth due to the interaction with the different
types of customers during the internship period.
 The regular interaction with the customers had helped a lot in answering the
customer queries, handling of grievances and solving their problems in an
effective manner and the cooperation with other members of the organization
enhance the interaction skills.

33
 REFERENCES

Civil Bank Limited (2018). Introduction. Retrieved from: www.civilbank.com.np

Nepal Rastra Bank (2018). List of banks and financial institutions. Retrieved from:
www.nrb.org.np

Rawal, D., & Bhattarai, B. (2015). Principle and practice of Nepalese banking.
Kathmandu: Buddha Publications.

Thapa, K. (2017). Commercial bank operation. Kathamndu: Asmita Books

Publication and Distribution(P) Ltd.

Thapa, K., Acharya, R., & Kandel, M. (2018). Financial instistuions and markets.
Kathmandu: Khanal Publication Pvt.Ltd.

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 APPENDIX

List of Commercial Banks in Nepal

S.No Name Head office Estd. (in B.S.)
1 Agriculture Development Bank Ramshah Path 1968-01-23
2 Limited
Bank of Kathmandu Limited Kamal Pokhari 1995-03-12
3 Century Commercial Bank Limited Putalisadak 2011-01-23
4 Citizens Bank International Limited Kamaladi 2007-06-21
5 Civil Bank Ltd. Kamaladi 2010-11-26
6 Everest Bank Limited Lazimpat 1994-10-18
7 Global IME Bank Limited Panipokhari 2007-01-02
8 Himalayan Bank Limited Thamel 1993-01-18
9 Janata Bank Nepal Limited Sankhamul 2010-04-05
10 Prabhu Bank Barbarmahal 2014-09-15
11 Kumari Bank Limited Putalisadak 2001-04-03
12 Laxmi Bank Limited Hattisar 2002-04-03
13 Machhapuchhre Bank Limited Naya Bazar 2010-10-03
14 Mega Bank Nepal Limited Kantipath 2010-07-23
15 Nabil Bank Limited Kamaladi 1984-07-16
16 Nepal Bangladesh Bank Limited New Baneshwor 1993-06-05
17 Nepal Bank Limited Dharmapath 1937-11-15
18 Nepal Credit and Commerce Bank Bagbazar 1996-10-14
19 Limited
Nepal Investment Bank Limited Durbar Marg 1986-02-07
20 NIC Asia Bank Limited Thapathali 2013-06-30
21 NMB Bank Limited Babarmahal 1996-11-26
22 Nepal SBI Bank Limited Hattisar 1993-07-07
23 Prime Commercial Bank Ltd New Road 2007-09-24
24 Rastriya Banijya Bank Limited Singhadurbar 1996-01-23
25 Sanima Bank Limited Nagpokhari 2012-02-13
26 Siddhartha Bank Limited Hattisar 2002-12-24
27 Standard Chartered Bank Nepal New Baneshwor 1987-01-30
28 Limited Bank Limited
Sunrise Gairidhara 2007-10-12
Source:www.nrb.org.np

35