Kathmandu University School of Management

Kathmandu College of Management

Internship Report
As part of the requirement for BBA/BBIS Program
Course Code: RES 450

Internship Employer
Nepal Investment Bank Limited
Work Supervisor
SanketDhungel

Intern
Rubina Aryal, KU Regd. No. A013313-11
JUNE, 2015

Declaration
I, Rubina Aryal hereby declare that the internship report entitled Internship report of
Nepal Investment Bank Limited (Lagankhel branch) submitted to Kathmandu College of
Management is a record of an original work done by me in the form of partial fulfillment
of the requirement of Bachelors in Business Administration (BBA) program. This report
has not been submitted to any university earlier.

Signature

....
Rubina Aryal
BBA 8th Semester
K.U. Reg. No: A013313-11
Kathmandu College of Management

Recommendation Letter from Work Supervisor

ii

Recommendation Letter from College Supervisor

iii

Acknowledgement
The internship opportunity I had with Nepal Investment Bank Limited (Lagankhel Branch)
was a great chance for learning and professional development. I am also thankful for having
a chance to meet so many delightful people and professionals who led me through this
internship period.
I express my deepest gratitude and special thanks to my work supervisor Mr. Sanket
Dhungel who in spite of being extremely busy with his responsibilities, took time out to
guide and support me on my internship period which helped me to know about the real
banking sector. I also cannot forget thanking the Customer Service Department and
Marketing Department without whom my work would be next to impossible.
From the bottom of my heart I would like to thank Nepal Investment Bank Limited for
allowing me to carry out my internship at their highly esteemed organization. I would also
like to thank Kathmandu University and Kathmandu College of Management for providing
me internship opportunity in the banking sector.
Last but not the least I would also like to thank all the concerned people, my supervisors,
family members and colleagues for their precious time, valuable suggestion and their
countless during my internship period. I perceive this opportunity as a big milestone in my
career development. I will strive to use skills and knowledge in the best possible way which
I gained by working in this bank.

iv

Executive Summary
Formerly known as Nepal Indosuez Bank Ltd., the bank was established in 1986 as a joint
venture between Nepalese and Credit Agricole Indosuez. NIBL has 44 branches dispersed
all over the country. The head office of the bank is located at Durbar marga, Kathmandu.
The objectives of the NIBL is to provide complete banking solution to its customers and it
tries to satisfy its customers since establishment. NIBL provides different services to its
costumers out of which most popular are remittances, loans and advances, tele-banking
services, ATM with any branch banking, NTC's mobile bill payment, deposits, bank
guarantee, clearing/ collection, locker facilities, any branch banking.
An internship report entitle Internship report of Nepal Investment Bank Limited
(Lagankhel branch) has been prepared to fulfill the partial requirement of the program of
BBA 8th Semester.It was a pleasure for me to work in Nepal Investment Bank Limited.
This experience gave me a countless opportunity to gain practical knowledge about
banking functions and utilize conceptual knowledge in specific area of operation.
As an intern at Lagankhel branch, I assisted employees of Customer Service Department,
Marketing Department as well as in Branchless Services. I could sense the actual difference
between the concept learned theoretically and its real world implications. While working
in CSD I learned the ways to deal with customers while continuing their faith towards bank.
While working in Marketing Department I worked with RM and learned to maintain good
and friendly relationship with customers and to promote the new schemes launched by
NIBL. I went to VDCs to distribute Social Grants to old, disable and widows as the part of
branchless services provided by NIBL.

TABLE OF CONENTS
Declaration ........................................................................................................................................ i
Recommendation Letter from Work Supervisor .............................................................................. ii
Recommendation Letter from College Supervisor ......................................................................... iii
Acknowledgement .......................................................................................................................... iv
Executive Summary ......................................................................................................................... v
TABLE OF CONENTS .................................................................................................................. vi
List of Figures ................................................................................................................................ vii
List of Acronyms .......................................................................................................................... viii
Part One ........................................................................................................................................... 1
INTRODUCTION ....................................................................................................................... 1
Background .................................................................................................................................. 1
Goals/objectives of Internship ................................................................................................. 1
Roles/Jobs performed in the internship ........................................................................................ 2
Roles/Jobs of departmental head/Interns supervisors ................................................................. 3
Part Two........................................................................................................................................... 5
INTRODUCTION OF INDUSTRY & COMPANY ....................................................................... 5
Introduction of Company ............................................................................................................. 5
Mission/Purpose of the company ............................................................................................. 6
Objectives/Goals of NIBL ........................................................................................................... 6
Organizational strategies .............................................................................................................. 7
Major products of the company ............................................................................................... 7
Organizational structure of the company ................................................................................. 8
Organizations general and competitive environment ................................................................. 8
Part Three ....................................................................................................................................... 11
REPORTING ON MAJOR ASSIGNMENTS UNDERTAKEN ................................................... 11
Fig 3.1: Chart showing major function of CSD ............................. Error! Bookmark not defined.
3.3.1 Customer counseling and handling ....................................................................................... 12
Part Four ........................................................................................................................................ 24
REFLECTION OF INTERNSHIP ................................................................................................. 24
References ...................................................................................................................................... 26
Appendix 1 ..................................................................................................................................... 27

vi

List of Figures
Figure 1 : NIBL's shareholding structure ......................................................................................... 6
Figure 2: Chart showing major functions of CSD ........................................................................ 12
Figure 3: Diagrammatic representation of account opening process at NIBL ............................... 15
Figure 5: Organizational structure of NIBL ................................................................................... 27

vii

List of Acronyms
A/c

Account

ATM

Automated Teller Machine

E-Banking

Electronic Banking

NRS

Nepalese Rupees

L/C

Letter of Credit

NIBL

Nepal Investment Bank Limited

NRB

Nepal Rastra Bank

NTC

Nepal Telecom Corporation

P.a.

Per annum

RM

Relationship Manager

CSD

Customer Service Department

R&D

Research and Development

S.No.

Serial Number

viii

Part One
INTRODUCTION
Background
This report is prepared in the partial fulfillment for the requirement of degree in Bachelor
in Business Administration (BBA) Program of Kathmandu College of Management under
Kathmandu University. Undergraduate program under Kathmandu University requires
student to complete internship program on any organization for four- to six weeks. Internship
gives the students a valuable experience and a chance to get exposed to the business environment.
As per the same requirement I had undertaken six weeks of internship at Nepal Investment
Bank Limiteds Lagankhel branch. This report is totally based on exploratory work at
Nepal Investment Bank Limited, Lagankhel Branch.
Nepal Investment Bank Limited, formerly known as Nepal Indosuez Bank Ltd., was
established in 1986 as a joint venture between Nepalese and Credit Agricole Indosuez. The
report is totally based on knowledge gained during internship period. Theoretical
knowledge and academic concepts are referred for the preparation of this report. The
duration of internship lasted for six weeks and during the course of internship I was able
to learn how the actual corporate world works. This internship was a great opportunity for
me to face real-life work scenarios. It is the highly significant course among the other
courses studied during these four years of BBA program. This report has been prepared
after the completion of the internship report. Report has been prepared by collecting the
data and information from the NIBLs website, employees and observation during the
internship period.
Goals/objectives of Internship
It is noteworthy to have commercial banks in developing countries as lending financial
institution to guide the economy. This report is basically focused to analyze the present
situation of NIBL and its contributions in the economic development of our country. Before
starting my internship I had set certain objectives which are as follows:
1. .To understand the practical implication of academic knowledge.

2. To try out own abilities and heighten our skills.

3. To recognize the services being offered and new schemes to be launchedby bank.
4. To get exposure to professional career.
5. To inspect the overall activities of CSD and marketing department.
6. To know the customers problems and queries regarding the banking activities.
7. To understand banking culture and how banking organization operates.
8. To understand customers perspective, competitive environment and organization
standing in the banking scenario.

Roles/Jobs performed in the internship

During the internship period of six weeks I have done various jobs in each department
personally. I was engaged in the works like account opening, account closing, issuing
cheque books ATM cards, and others in CSD. While working in Marketing Department I
worked with RM and learned to maintain good and friendly relationship with customers
and went to different stores to promote the new schemes launched by NIBL. I went to
VDCs to distribute Social Grants to old, disable and widows as the part of branchless
services provided by NIBL.

1) Customer Service Department:

The major task done in this department includes the opening and closing of the accounts,
issuing of the bank statements, balance certificate, issuing of debit and credit cards (ATM
and Travelers cards) and so on. Most of the tasks are done with the software used in the
bank i.e. finnacle. During my stay in the department I was involved in the following
activities:
1) Opening of the accounts: Individuals or the businesses can open their account under various
deposit schemes.

2) Issuing account statements: While issuing the account statement and balance certificate
due care should be taken .The signature of the concerned person needs to be verified and it
should be allotted to the authorized personnel only.
3)

Issuing of the debit and credit cards: The debit and credit cards should be issued to

the owner of the card only. The signature of the concerned person should be verified while
assigning the card to him / her.

2)

Marketing Department

Customer satisfaction is the fundamental success factor for all commercial banks. Speed,
convenience and competitive price are the driving forces, which demand existing banks to
be much more innovative and equipped with sophisticated technology and changed mindsets to recognize customer as the king. While working in Marketing Department I worked
with RM and learned to maintain good and friendly relationship with customers. I went to
different stores like Mesmerize, UFO etc. of Kumaripati area to promote the new schemes
launched by NIBL. The major responsibility of this department is discovering ways to
improve its products and services in order to attract new customers as well equally retain
the existing ones. Hence, employees of this department make every attempt to satisfy the
changing needs and demands of customers.

Roles/Jobs of departmental head/Interns supervisors

It is the duty of each department head to take the responsibility of their department. The
major works performed by the department heads are as follows:
1.

Investigation customers problems and finding the solutions.

2.

Communicating with customers via telephone, email etc.

3.

Make reports on overall customer satisfaction.

4.

Training interns on the work and motivating them to complete the task in time.

5.

Directing sub-ordinates in their work.

6.

Encouraging employees to reduce absenteeism and increase their turnover.

7.

Hire and train the new workforces of ones department.

8.

The major job of departmental head is the succession planning of his/her

department.
9.

Keep up-to-date information of new company product and services.

10.

Isolate and identify areas of improvement of the company products.

Part Two
INTRODUCTION OF INDUSTRY & COMPANY
Introduction of Company
NIBL started its banking services from Magh 6, 2042 after registration in the company act,
2021 and Nepal Banijya bank act 2031. The French partner (holding 50% of the capital of
NIBL) was Credit Agricole Indosuez, a subsidiary of one the largest banking group in the
world. With the decision of Credit Agricole Indosuez to divest, a group of companies
comprising of bankers, professionals, industrialists and businessmen, had acquired on
April 2002 the 50% shareholding of Credit Agricole Indosuez in Nepal Indosuez Bank Ltd.
Concepts such as all branch banking, 24-hour banking and transactions through ATMS
have revolutionized the banking practices in Nepal. Professionalism is reflected by the fact
that the Banker of London-based Financial Times Group has awarded NIBL with THE
BANK OF THE YEAR 2003. Besides, NIBL won the same award in the year 2005 and
2008 as well. NIBL was selected for this honor amongst the Nepali banks for meeting the
benchmark criteria set by The Banker. The prestigious award is the first occasion that a
100% Nepali managed bank has won.
The reliability of the bank is mirrored by its operation in the banking field. NIBL provides
the banking service in different parts of the country. Presently, NIBL is a Company listed
on the Nepal Stock Exchange.A group of companies holding 50% of the Capital
1.

Rastriya Banijya Bank holding 15% of the Capital.

2.

Rastriya Beema Sansthan holding 15% of the Capital.

3.

The general public holding 20% of the Capital.

The shareholdings of the bank at present are as follows:

Commercial Banks
15%

20%

Financial Institutions
15%

Organized Institutions
General Public

50%

Figure 1 : NIBL's shareholding structure

Source: (www.nibl.com.np)

Mission/Purpose of the company

The mission of NIBL is to be the leading Nepali bank, conveying world class service
through the blending of state-of-the-art technology and visionary management in
partnership with capable and devoted staff, to achieve sound financial health with
sustainable value addition to all the stakeholders. They are dedicated to do this mission
while ensuring the highest levels of ethical standards, specialized integrity, corporate
governance and regulatory compliance.
The vision is Our Vision is to be the most preferred provider of Financial Services in
Nepal.
Source: NIBL

Objectives/Goals of NIBL
1.

The most important objective of NIBL is to have high standards of corporation

governance.
2.

To develop a customer oriented service culture with superior importance on

customer care and convenience.

3.

Well diversified portfolio is the objective of NIBL like all other commercial banks.

4.

To explore new avenues for growth and profitability.

5.

To have refreshed workforce, content stakeholders and quality assets.

6.

To develop innovative products and services that attracts targeted customers and

market segments.

Organizational strategies
1.

To develop a customer oriented service culture with special emphasis on customer

care and convenience with the help of highly motivated group of employees.
2.

To fulfill the objective of achieving business success in the long term and short

term.
3.

To increase market share by following a disciplined growth strategy.

4.

To continue to develop products and services that reduces the cost of funds.

5.

To maintain an excellent asset portfolio to achieve strong and sustainable returns

and to continuously build shareholders value.

Major products of the company

NIBL is never backward in providing the best products and services to its customers
whether its existing customer potential or potential ones. NIBL is undeniably successful
to provide these entire products through the analysis of the customer feedback. The
recognition from the market is encouragement for NIBL to enhance their service to the
customers. Customers satisfaction is the paramount driver at NIBL. So, NIBL provides
365 days banking ensuring 15 minutes baking. The different types of products and services
offered by NIBL are as follows:

Deposits
E-zee saving

SMS banking

Housing Investment Scheme

E-banking

365 Days Banking

Trade Finance

Premier Banking

Any Branch Banking

ATM Service

Remittance

NTC Mobile Bill Payment

Funds Transfer

Loan and Advances

Export Credit

Vehicle Loan/Finance

Bank Guarantees

Credit Card

Tele Banking Services

Debit Card

Loan against Gold and Silver

Safe Deposit Locker

Organizational structure of the company

Organizational structure is the specified path through which the formal command of
authority and responsibility flows. It determines how the roles, power and accountabilities
are assigned, controlled, and coordinated, and how information flows between the different
levels of management. A structure is determined bythe organization's objectives and
strategy. NIBL, at present has chain of command for its functioning. The organizational
structure chart is shown at the Appendix 1.

Organizations general and competitive environment

The banking environment is the most renowned financial scenario in Nepal. It has brought
economic liberalization. A lot of financial institutions including joint venture banks and
merger banks were established during the favorable scenario posed by banking and real
estate booms. As a result a lot of banking institutions are now struggling to stand strong
and sound in this intense competitive environment. Hence, SWOT analysis of NIBL has
been undertaken.

2.2.1 SWOT Analysis

The word SWOT stands for Strength, Weakness, Opportunity and Threats. It is done to
understand the external and internal environment of an organization. The forces in the
external environment provide opportunity and threats whereas the forces in the internal
environment provide strength and weaknesses. The major discoveries of SWOT analysis
of NIBL (Lagankhel Branch) are as follows:
1.

Strength

Strength is an inherent capacity which organization can use to gain strategic advantage
over its competitors.
1.

It is an A class commercial bank.

2.

The banks ATM/Debit Card can be used in many ATMS throughout the country.

ATM Card of NIBL has also stretchedto India.

3.

Superior quality services to customers and working atmosphere is also nice.

4.

The bank has wide range of services that suits need of customer.For example: Bill

Payment, locker facility etc.

5.

The management teams are highly qualified and well experienced in their work.

2.

Weakness

Weakness is an intrinsic limitation which produces a strategic disadvantage for a business

organization in relation to its opponents.
1.

Delay in banking services as perceived by customers.

2.

Problems in System Software and Information Technologies.

3.

There is huge queue in bank; less number of staff in CSD Department.

4.

High charges while issuing ATM cards as compared to similar commercial banks.

3.

Opportunity

Opportunity enables a business organization to consolidate and strengthen its position.

1.

It can pierce customers through loan service and locker service.

2.

It has larger access to customers.

3.

People are more interested in banking activities.

4.

NIBL is an A class commercial bank so it can gain trust of people easily.

4.

Threats

Threat is an unfavorable condition which generates risk and causes damage to business
organization.
1.

Increasing number of financial institutions.

2.

Employees are easily taken away by the competitors.

3.

Unstable political circumstance.

4.

Rapid development of technology.

5.

Fluctuation in interest

10

Part Three
REPORTING ON MAJOR ASSIGNMENTS UNDERTAKEN
As an organization has numerous departments, NIBL also has various departments and the
activities are performed respectively according to their nature and function. During
internship period interns will get an opportunity to work on various departments of NIBL,
but this report basically focuses on the CSD and marketing department of NIBL,
(Lagankhel Branch).

3.1 Customer Service Department:

Customer service is the front desk of any organization. It is the place where customer makes
first interaction with the bank. The image and prestige of the bank depends upon the
effective functioning of this department. Customer service is the procedure by which an
organization carries its products and services to the customers. The staff placed in CSD
should have rational knowledge of banking so that they may be able to respond any
question raised by customers. Staffs in the CSD require to have good communication and
interpersonal skills to maintain a good public relation. Attracting the potential customers
and retaining the existing customers are intended by CSD. Hence, all the activities of CSD
are focused to customer satisfaction.

3.2 Major functions to be performed in CSD:

1.

Disseminating information related to various banking products and services that

are available to satisfy needs of customers.

2.

Distribution of ATM Cards and calling customers to update their KYC (Know

Your Customer) forms.

3.

Handling telephone calls and documentation of files.

4.

Photocopying all the necessary documents as per their requirement and verifying

them with the original one.

5.

Maintaining the record of total number of the cheque requisition issued by the

customers and preparing the cheque book.

11

6.

Manage the various forms and vouchers such as different new account opening

forms, closing forms, scheme change forms etc.

7.

Providing bank statements to customers as per their requirement and helping them

to know their current balance.

8.

Helping customers to fill the forms properly such as a/c opening form, e-banking

form, ATM renew forms etc.

3.3 Major activities performed by intern in CSD

The major activities performed in CSD are shown below:
Figure 2: Chart showing major functions of CSD
Deposit

Product
Counseling

Customer
Counseling

Major
Functions

Credit
Services
Counseling
Account
Opening

Account
Operations

Account
Closing
Account
Statement

Distribution
Activities

Cheque Book
Distribution
ATM
Distribution

3.3.1 Customer counseling and handling

This is one of the most important functions of CSD. This department is concerned with
counseling with the customers that can be both new or regular clients concerning their
queries and confusions about the product or services provided by the banks to the
customers. Basically Intern is placed at CSD for customer counseling and handling at
Kathmandu Branch.

12

3.3.1. A Product counseling

This department is responsible for providing the detailed information to its customers
regarding the prevailing products as well as informs about products going to be launched
in a days to come. Intern is actively involved in product counseling during the internship.
The products that are provided in the Lagankhelbranch are divided into two main headings.
1.

Deposits

Providing information regarding deposits is one of the ways of counseling the customers.
Furthermore, handling the customers with care is also equally important. Various kinds of
deposit facilities provided by NIBL are:
1.

Current Account

2.

Saving A/C

Types of saving accounts are Normal savings, Social Deposit a/c, E-zee saving a/c,
Afnaibachatkhata, Ketaketibachatkhata, Lotus savings, E-zee students, NIBL Saving
bonanza, SurakshyaBachatKhata.
3.

Fixed deposit A/C

4.

Call Deposits

2.

Credit

A contractual agreement which a borrower receives something of value now and agrees to
repay the lenders at some later date. Any time when an individual finances something with
a loan (such as an automobile or a house), they are using credit in that situation. Also credit
refers to the borrowing capacity of an individual of company. The various loan provided
by the bank are:
1.

Home Loan

2.

Educational Loan

3.

Vehicle Loan

4.

Loan against Gold and Silver

3.3.1.b Service counselling

13

Various forms of services provided by NIBL are locker, e-banking, ATM, credit card, debit
card, loans, deposits, NTC Mobile Bill Payment, Premier Banking.CSD is responsible in
providing information about various services provided by the bank to the customer. Interns
help employees in this work.
3.3.2

Accounts operation

Account operation is one of the major task of CSD. Two major functions of accounts
operation are account opening and account closing. They are explained below.
3.3.2.a Account opening
Account opening simply refers to open account by any individual, or by any company.
Usually 5 to 12 accounts are opened per day in Lagankhel branch. The range may be
increased as per duration of schemes provided. Intern is mainly busy in opening a/c of a
customer whether it is individual a/c or a joint a/c.
The process followed by NIBL to open a new account is listed below:
1.

The customer is provided an account opening form and KYC to fill up.

2.

The customer must bring the copy of their citizenship, photos and should have an

introducer.
3.

After the form is filled, it is given to the employee.

4.

The staff of NIBL make the entry of the account holder in the system used i.e.

Finacle.
5.

After entering it is verified by the head of CSD department, the account is assign

to the account holder.

6.

Then the account holder is asked to deposit the minimum balance as per the type of

account s/he has opened. After that s/he is the customer of the bank.

New Customer

Fill

14

Application
Form

Provid
es to
Reject
Staffs of CSD
department

No
Makes
Head of CSD
department
Verifie
d by

System (Finacle)

Yes

Accep
t
Open a new account
Figure 3: Diagrammatic representation of account opening process at NIBL

15

Types of account maintained in NIBL:

As we know there are different types of account provided to customers by NIBL. So as per
the type of account, the document is needed.
A.

Individual A/C

1.

Personal NPR Account (For Nepalese Citizen)

2.

Joint NPR Account (For Nepalese Citizen)

3.

Personal NPR Account (For Indian Citizen)

4.

Personal NPR and FC Account (For Foreign National)

5.

Joint NPR Account (For Foreign National)

Major documents required while opening individual account are as follows:

1.

Certified True copy of Identification Document viz Citizenship, Passport, Driving

License, NG/N Official IDs.

2.

Two Photographs of Account Holder.

3.

Discharge relating to instruction by fax.

4.

Introduction by existing account holder.

5.

Utility bill payment receipt.

B.

Business A/C

1.

NPR Account of Company (Registered in Nepal)

2.

Account of Clubs, Societies and Associations (NPR)

3.

Proprietorship Account (NPR)

4.

Account of Partnership (NPR)

Major documents required while opening business account are as follows:

1.

Certified true copy of renewed Company Registration Certificate.

2.

Certified true copy of renewed Income Tax or VAT Registration Certificate.

16

3.

Certified true copy of Memorandum and Articles.

4.

Certified true copy of board resolution for opening and operation of account.

5.

Certified list of present Board of Directors.

6.

Certified True copy of Identification Document viz Citizenship, Passport, Driving

License, NG/N Official IDs of Account Operators.

7.

Copy of Certificate of Commencement of Business, in case of Public Ltd.

Company.
8.

Request Letter to open the A/C.

9.

Two Photographs each, of Account Operators.

10.

Discharge relating to instruction by fax.

11.

Introduction by existing account holder.

3.3.2.b Account Closing:

Account closing is the important task to be done under account operation. As the account
is opened, it is being closed also due to various reasons. There is no charge for closing the
account. Interns fill up the form of a/c close asking reason of closing the a/c.
Procedure to close the account:
1.

The customer is asked the reasons for closing the account and tries to convince not

to close by explaining the benefits of the account.

2.

If the customer is willing to close the account s/he must fill up the account closing

form specifying the reason.

3.

After submission of the form to CSD it is confirmed from various department that

the customer is not enjoying any sort of facility from the bank at present.
4.

The client is then asked to return all his account related belonging like ATM card

and the cheque book.

17

5.

Then finally the account of the applicant is closed and entry is made in the register.

Points to ensure while closing the account:

1.

Account closing request has been signed by the authorized signatory.

2.

Any due to/from the customer has been set off.

3.

Unused cheque leaves and ATM card are received from the customers and tattered.

4.

Reason for account closing is received.

5.

To the extent possible, authorized signatory should be asked to visit the bank in

personal.
Instead of closing the account, a customer can also shift his/her account. NIBL has
provision of shifting between different types of saving account. The customers can change
the scheme from lower minimum balance to higher minimum balance account and change
the scheme from higher minimum balance to lower minimum balance account.

3.3.3 Distribution activities:

Most over there is staffs over the bank to distribute the cards or any other to the customers.
But if there is intern then the internwill do that work. Intern distributes the various
requested documents and services to the clients. It reflects the genuine operational
efficiency of the CSD. Various documents that can get from this department on request
are:
3.3.3. a) Account statement
Account statement refers to checking the status of customers account. Everyday numerous
customers come for the request for account statement to know the status of their account.
The bank provides the statement only to the account holder after they fill up the information
in the register provided by the CSD.
3.3.3. b) Cheque book distribution
Clients, holding the minimum balance of Rs.5000 can only issue the cheque book in the
Lagankhel branch, however the minimum balance amount varies according to the branches.

18

Customer requesting for the cheque book has to fill up the cheque request slip available in
CSD if he/ she is requesting for the first time otherwise the cheque request slip attached in
the previous cheque book should be fill up. If cheque request slip is lost then client has to
pay certain charges for taking cheque book. The collection period of the cheque book from
CSD is 90 days. If client does not collect the cheque book within 90 days then certain
amount is charged by the bank. Every day the concerned information regarding the
distribution of cheque book is recorded in the cheque issue book which is done by intern.
3.3.3.c) ATM card distribution
Customers are provided with an ATM card with the charge of Rs.250. They can use this
card in various ATM counters all over the country to withdraw cash and even for other
activities like balance inquiry, pin change, NTC prepaid recharge etc. While issuing ATM
card the concerned person must come to receive it and his/her signature is verified by the
CSD staff. After issuing card intern record it in ATM issue book.

3.4 Other activities done by intern in CSD of NIBL (Lagankhel branch)

3.4.1 Handling Telephone Calls
CSD department is one of the busy departments of the bank. Telephone calls never stop
ringing, as the responsible staff those calls has to be received and dealt according to its
necessity. But when staff is busy intern receives the call and important calls are passed to
other department and rest should be handled by self by answering those calls and answering
their queries.

19

3.4.2 Providing balance statement

Balance statement shows complete transaction of a customer of deposits, withdrawals and
final balance. These are confidential information so statements are provided only to the
account holders, in case of any organizations letter mentioning about providing balance
statement along with companys stamp are must. Intern helps in providing balance
statement to the customer in the supervision of seniors. Customers can receive their balance
statements from any branches of NIBL.
3.4.3 Recording Cheque book issue, debit card issue
There are various books maintained in bank which may be related to cheque book issue,
debit card issue, etc. These books are filled up by intern for future reference of the
activities. It is the duty of the intern to record the cheque book issued and debit card issued
every day.
3.4.4 Handling Photocopy machine
To open different a/c photocopy of citizenship are required and sometime to issue cheque
book also ids photocopy may be needed. So, for that intern is taught to make photocopy
of necessary documents.
3.4.5 Preparation of Cheque
Cheques are just like paper cash. Customers who have finished their cheque book can ask
for another by filling up the cheque request slip. Then new cheque book is prepared by
intern which may contain 10, 25, 50, 100 cheque leaves according to the requirement.
There should be authorized signature of CSD head in cheque issue register after the cheque
book is issued. After that customer has to sign in cheque issue book then the signature is
verified. Lastly intern providescheque book to the customer taking permission of staff.

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3.4.6 Providing Information to the Customers

CSD aims to help the customer in every possible way, by listening to their complaints,
providing information on account balances, issuing ATM cards, feature of account etc.
Intern provides information about various products and services to the customers. Thus in
a sense, Customer Service, is an information desk which provides information to the
customers.
3.4.7 Fill up the cash/cheque deposit voucher
It is not necessary that all customers of the bank are educated. Many uneducated people
are also the customer of bank who doesnt know how to fill up the cash/cheque voucher.
So to fill up that voucher they search for interns assistance.
3.4.8 Issue of Debit card
For getting new debit card customer has to fill up a form and has to pay Rs 250. Customers
receive call from bank after their card has been arrived from the card department of NIBL.
CSD issue it to the concern customer after verifying properly.
3.4.8.1 Responsibilities Assigned and Discharged in Card Processing:
Creating a card and making it available to customers consisted of a stepwise process. The
intern gets an opportunity to observe each step thoroughly and take active participation in
those steps. The different responsibilities that the intern had undertaken during the
internship related to card issue are as follows:
1.

Receiving, Recording and filing Application forms of debit card

The account holders who want to have the debit card fill up the application form in CSD.
For the recording of these forms Finacle is used by the staff. After that the data entered in
the Finacle are verified by concern authority. Intern helps the customer to fill up the form
of debit card.

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2. Providing cards to customers

Intern searches the card in the boxes as per the alphabetical order and serial number given
to the card. Then intern records issue of card in card issue book and provides card to the
customer.
3.4.9 Calling existing customer to update KYC:
KYC form of existing customers have to be updated as directed by NRBs latest directive.
So I called many customers to visit bank with necessary documents like copy of citizenship,
utility bill payment receipt and one passport size photo to update their KYC.

3.5 Major activities performed by intern in Marketing Department:

Customer satisfaction is the important success factor for all commercial banks. Speed,
convenience and competitive price are the driving forces, which demand existing banks to
be much more innovative and equipped with sophisticated technology and changed mindsets to recognize customer as the king. While working in Marketing Department I worked
with RM and learned to maintain good and friendly relationship with customers. I went to
different stores like Mesmerize, UFO etc. of Kumaripati area to promote the new schemes
launched by NIBL. Themajor responsibility of this department is discovering ways to
improve its products and services in order to attract new customers as well equally retain
the existing ones. Hence, employees of this department make every attempt to satisfy the
changing needs and demands of customers.

3.6 Major activities performed by intern in branchless services:

The Branchless Banking Service can be availed by New Customers by enrolling to this
system and opening account with NIBL or availed by existing customers by simply
enrolling to this system. Branchless Banking Services will be provided only in VDCs.
I went to VDCs to distribute Social Grants to old, disable and widows as the part of
branchless services provided by NIBL. Those people need to show their necessary
documents like original citizenship certificate, a book provided by VDC where the staff or

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agent of NIBL records the amount of money given to the person and takes their finger print
on their book provided by VDC. Copy of citizenship should be provided to staff. The
amount provide by government varies from person to person i.e. Rs.500 to old people and
widow, Rs.800 to under privileged children and Rs1200 to handicapped people per month.
This branchless service is provided quarterly.

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Part Four
REFLECTION OF INTERNSHIP
Since Nepal is one of the least developed countries in the world, the banking sector in our
country is not as good as compared to developed countries. Banking sector has played a
vital role in origination and growth of industry in our country. Consequently there is
growing need for the development of the financial institutions in the country which may
be fulfilled by commercial banks. Banks are the highly innovative service providing
sector in Nepal.
NIBL has customized its services according to the needs and wants of the customers.
However, NIBLs service charges are more as compared to other commercial
banks.Majority of the customers are satisfied with the services provided by NIBL. The
major reason behind it was cooperative and responsive staff.
There are few recommendation to the bank which will help them to further increase their
service and get desired position in the market. Bank should be competent enough to
compete with other commercial banks. Bank should be able to make people aware of its
services. The limited number of employees is also the problem in the bank even though
they are handling the task.in this modern age bank should be quick enough to adopt new
technology in comparison to its rivals. Interns should be fully guided by staffs in
performing the routine activities of bank.
The duration of internship lasted for six weeks and during the course of the internship
there were various lessons that I was able to learn. This internship was a great
opportunity for intern to face real-life work scenarios after three years in the classroom
and I must say that it was a great learning experience for me. I learn overall activities and
operations of CSD and marketing department as well as their role in overall functioning
of a bank. Knowledge gained from the academic courses seemed to be totally different in
practical world.
I learned the significance of time management and communication skills and
implemented them in routine work. I learned to use various office equipment like

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photocopy machine, printer etc. I got to know about the importance of inter-personal
communication skills in professional life.Working in marketing department taught me to
deal with various type of customers and maintain good and friendly relationship with
them.Interns perform their task under the supervision of staffs and act accordingly. So
sometimes the simple work is also time consuming. This may irritate the customer and
the gap between customer and bank may extend.Thus I believe this internship will be
helpful to me in my future banking career by providing me lots of banking knowledge
and skills.

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References
CONCEPTS IN STRATEGIC MANAGEMENT AND BUSINESS POLICY Towards Global
Sustainability . (n.d.).
Hunger, T. L. (n.d.).
Hunger, T. L. (n.d.). CONCEPTS IN STRATEGIC MANAGEMENT AND BUSINESS
POLICY Towards Global Sustainability . PEARSON.
Thomas L. Wheelen, J. D. (n.d.). CONCEPTS IN STRATEGIC MANAGEMENT AND
BUSINESS POLICY Towards Global Sustainability. PEARSON.
www.nibl.com.np. (n.d.). Retrieved from NIBL.

CONCEPTS IN STRATEGIC MANAGEMENT AND BUSINESS POLICY Towards

Global Sustainability . (n.d.).

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Appendix 1
Board of Directors

Chairman/
Chief Executive Officer

Management Team
Deputy General Manager
(Retail Banking)

General Manger
(Department
Head)

Asst.
General
Manager
(Corporate
Banking)

Asst. General Manager

(Putalisadak BM)
(Information
Technology)

Credit
Administ
ration

Human
Resource

Cash &
Transfer

Internal
Audit&
Complian
ce

Cards &
Remittanc
e

Research
Development

Bank
Operations
Coordinati
on Cell

Trad
e
Fina
nce

Reconciliation
Legal

Accounts
Branches (44)
Figure 4: Organizational structure of NIBL

ORGANIZATIONAL STRUCTURE OF NEPAL INVESTMENT BANK LIMITED

Source: - www.nibl.com.np

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