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what internees do during the internship period, products and services of bank, working environment of bank, customer service department (CSD) of the bank, loan department of the bank, internship report on CSD.
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I hereby declare that the internship report entitled “CUSTOMER SERVICE PRACTICES AT NABIL BANK LTD” submitted to the Faculty of Management, Tribhuvan University, Kathmandu is an original piece of work under the supervision of Mrs. SUSHMA SHRESTHA, faculty member, PRIME COLLEGE, KHUSIBHU, KATHNANDU, and is submitted in partial fulfillment of the requirements for the award of the degree of Bachelor of Business Administration (BBA). This internship report has not been submitted to any other university or institution for the award of any degree or diploma.
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This is to certify that the internship report Submitted By: SUMI MALLA Entitled Customer Service Practices at Nabil Bank Ltd I/We certify that I/We have read this document and in my opinion it is satisfactory in scope and quality area as an internship report in partial fulfillment for the undergraduate course, Bachelor of Business Administration (BBA) held at Prime College, Tribhuvan University. Date of Approval: ……………… Signature: Signature: Mrs. Sushma Maharjan Mr. Narayan Prasad Sharma (SUPERVISOR) (PRINCIPAL) Signature: Signature: Mr. Rupendra Gopali Mrs. Rupa Sharma (COORDINATOR) CHAIRMAN RESEARCH CELL)
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Table 1: placement and duration of intership ..................................................................... 3 Table 2: Nabil Bank .......................................................................................................... 11 Table 3: List of Board Members ....................................................................................... 16
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ATM Automated Teller Machine BS Bikram Sambat BOD Board of Directors E-banking Electronic banking FY Fiscal Year Ltd Limited NRB Nepal Rastra Bank No. Number PIN Personal Identification Number TU Tribhuvan University
1.1 Background Customer service department handles the concern of customer. The department answers the questions of the customers and solves the problem of the customer. Customer can get information about the organization from the customer service department. CSD not only solves the problem it also takes the suggestion and feedback from the customer who have new ideas that may improve the service of the organization and attract more customers. The benefits of a customer service department are that the customers' voices are heard and that it allows businesses to get an assessment of what they're doing right as well as what improvements need to be made. Customer service department workers operate in different office environments depending on the company. Some workers operate in their own separate offices, while others may work at the front desk. The workers spend much of their time on the phone with customers and also perform other administrative duties. In some cases, the customer service department alerts customers about important information on certain products Customer service is a process, not a set of actions that might include greeting the customer, smiling, etc. Customer service is about how your organization delivers its products or services. The part that sales people play in the customer service process is taking the customer through the process in order for him/her to receive the product they walked in the door to acquire. Improving customer service involves making a commitment to learning what our customers' needs and wants are, and developing action plans that implement customer friendly processes. A Bank’s Back office is responsible for conducting the activities that is responsible for settlement and delivery. Although the operations of a back office are seldom prominent, they are a major contributor to a business. In banking, the back office includes a heavyweight IT processing system that handles position keeping, clearance, and settlement, but does not include the Compliance Department, which would be an external. The Back office must confirm the deals independently with the counter parties over the phone and verifies the authenticity of the confirmation Document. Instead, the division is a support function – operations professionals support people in the front office to make sure everything works smoothly and the bank gets paid. Loan department includes personal lending unit, credit unit, recovery unit and cash unit. It is committed in providing top notch services to their customers when it comes to financing their personal needs. Operational duties include making follow up duties to the borrower to pay their installment on time, going through credit facility request files and going for marketing. This department has great influence on the profit and loss of the bank. The money mobilized from ultimate surplus units are allocated through this department to the ultimate deficit unit (borrower).
1.4 Methodology Research methodology is a systematic investigation on a particular subject matter. It is a study of material and source in order to establish facts and reach a new conclusion. Completion of the internship is a combination of the different types of activities. It starts from the selection of the organization for the internship, performance of different kinds of activities and placement in different parts of the organization and at last collection of various primary and secondary data for the preparation of the report. In terms of data collection, both primary as well as the secondary source has been used. 1.4.1 Organization selection Selection of organization for internship program is always a crucial task. Being a student who has specialized in finance in seventh and eighth semester of our BBA, I had to select a financial institution that can help me broaden my spectrum of knowledge about banking, business and financial sector. So, I decided to choose Nabil Bank Limited for doing my internship. In order to approach the bank, the requirements were the recommendation letter from the college and curriculum vitae. After screening my CV by the authority of Human Resource Department (Head Office), I was duly selected as an intern for its Kalanki branch. So, I started working there from 1 st^ February 2021 to 1st^ April 2021. 1.4.2 Placement During the internship I was placed in Back Office, Customer Service Department and Loan Department at Kalanki Branch. I was required to handle the authorized activities of the mentioned department under the guidance of Prakriti Gautam and Umesh Khadka the supervisors of these department. The supportive and friendly environment in the organization helped us to complete the internship period through the proper guidance of the staffs of various departments. Through their proper guidance, the intern was able to learn more about the organization culture, work environment and work procedures. Table 1 : placement and duration of intership Department 1week 2week 3week 4week 5week 6week 7week 8week Back office Customer service Loan department
1.4.3 Work Procedure During the internship I got the opportunity to work at different departments. The first 2- 3 days I spent gaining information from the staffs of Kalanki, branch and after knowing that, I spent a week at back office providing information where I had to serve customers with the various information and perform due activities under the guidance of the staffs. As back office and customer service lied in proximity, I too had opportunity to spend some of my time at the customer service department. I had to help people filling up their account opening, account closing and many other forms like demand draft, speed remit form, deposit voucher of customer, making and handling telephone calls etc. I was placed in the Back Office Customer service department and loan department where following tasks are to be performed: 1.4.3.1 Back office The Back office of any organization is responsible for settlement and delivery activities. Back office also prepares the various treasury related reports. Besides, various kinds of activities performed at the back office of Nabil Bank are:
1.4.5 Limitations Despite most of the efforts undertaken to make the project more realistic, practicable in terms of Nepalese context. The major limitation which I faced during internship and while preparing the reports are as follows:
2.1 Introduction of industry Banking sector plays an important role in the economic development of the country. The word ‘Bank’ has been derived from the Italian word ‘Banco’ which means a place for keeping, lending and exchanging money. The bank is a financial institution, which deals with money. It accepts deposits from individuals and organizations and grants loans to them. It allows interest on the deposits made and charges interest on the loans granted. Since, it accepts deposits and grants loans, it is regarded as the trader of money. Further, it creates credit and supports for the formation of 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 an 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 transactions 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 with certain rates of interest and loan it to needy customers charging them the certain rate of interest and earns 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. 2.1.1 Origin of bank The word bank has been derived from Italian word banco. In the ancient time in the French language it is called the bank; in The English language it is called the bank. In Italian word, banco means bench. The evolution of banking industry had started a long time back in ancient times. There was the reference to the activity of money changers in the temple of Jerusalem in the New Testament. In ancient Greece, the famous temples Delphi and Olympia served as great depositories for people surplus funds and these were the centers of money lending transactions. Indeed, the traces of rudimentary banking were found in the Chaldean, Egyptian and Phoenician history. The development of banking in the ancient Rome roughly followed the Greek pattern. Banking suffered oblivion after the fall of the roman empire after the death of emperor Justinian in 565 AD and it was not until the revival of trade and commerce in the middle ages that the lesson of finance was learnt a new from
maintain exchange rate stability, there was an urgent need for the establishment of a Central Bank. In 1956, The Nepal Rastriya Bank Act was formulated and Nepal Rastra Bank was established as a central bank on April 26, 1956. It took over the functions of Mulukikhana Adda “Government Treasury” and contributed in the growth of financial sector. Rastriya Banijya Bank (National Commercial Bank), a state-owned commercial bank, was established in 1966. In the same year, The Land Reform Savings Corporation was established to deal with finances related to land reforms. Now there are many banks and financial companies in the country.
3.1 Introduction of organization Nabil bank is the nation’s first private sector bank. In July 1984, Nabil bank was established as the nation’s first joint venture bank with the objective of extending international standard modern banking services to various sector of society. Pursuing its objective, Nabil bank provides a full range of commercial banking services through its 118 points of representation. In addition to this, Nabil has presence through over 1500 Nabil Remit agents throughout the nation. Nabil, as a pioneer in introducing many innovative products and marketing concepts in the domestic banking sector, represents a milestone in the banking history of Nepal as it started an era of modern banking with customer satisfaction measured as a focal objective while doing business. Operations of the bank including day- to-day operations and risk management are managed by highly qualified and experienced management team. Bank is fully equipped with modern technology which includes international standard banking software that supports the E-channels and E-transactions. 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. Nabil is determined in delivering excellence to its stakeholders in an array of avenues, not just one parameter like profitability or market share. It is reflected in its Brand Promise “Together Ahead”. The entire Nabil Team embraces a set of Values “C.R.I.S.P”, representing the fact that Nabil consistently strives to be Customer Focused, Result Oriented, Innovative, Synergistic and Professional.
