CHAPTER I

INTRODUCTION

1.1 Background of the Report

Bachelor of Business Administration (BBA) is the semester wise academic full time program for
management under the affiliation of Faculty of Management (FoM), Tribhuvan University (TU),
with eight semesters (120 credit hours) provision covering international standard of four years. It
is designed to provide practical knowledge to students.

Internship is a practical section of the BBA course which is mainly targeted at giving the
practical exposure to the students and is aimed to provide an opportunity to learn how to translate
the knowledge into wise actions through exposure to a real organizational environment. It helps
to become competent, confident and skilled professionals in the near future and helps in broad
understanding of professionalism.) The mission of Bachelor of Business Administration (BBA)
Program is to develop socially responsible, creative, and result oriented management
professionals to fill up the middle-level managerial positions in the rapidly growing business
sector in Nepal and abroad. For this, FoM has prescribed courses such as Financial
management, Accounting practice, Human Resource Management, Business law, Marketing,
Economic analysis of business world, Psychology, Sociology, Decision-making and sufficient
IT based computer courses. In order to provide the practical knowledge regarding the
implication of the theoretical courses, FoM has prescribed internship as a practical course.

This type of internship for credit motivates students to apply their theoretical knowledge into
practice, as students have fresh academic knowledge and can easily relate the organizational
activities with the theoretical knowledge they have gained throughout the four years of study.
This internship can also be regarded as a revision about what BBA students have learnt in
classroom. Hence, internship is all about gaining organizational exposure, practical
knowledge and revision about what a student has learnt for four years.
1.2 Objectives of the Report

The main objective of the internship report is to develop practical knowledge by application of
the theoretical knowledge as previously learned in practical field. As an intern, the focused to
achieve following objectives during the internship are:

To apply theoretical knowledge in practical situation

To work in real business environment
To build interpersonal skills and communication skills
To develop problem solving skills

1.3 METHODOLOGY

For the preparation of this internship report, selection of the organization was the most important
decision. As there are a wide variety of industrial options, the decision to choose a particular
industry was very important one. Among the various options such as Hydropower, Agriculture,
Tourism, Tea state, Hospitals, Hotels, and Financial institutions, the Intern selected the Banking
sector.

1.3.1 ORGANIZATION SELECTION

The Intern had made a mindset to be involved in banking sector. The Intern selected Prime
Commercial Bank Limited (PCBL) for the internship program as PCBL had recently won an
International Business Award from Europe Business Assembly (EBA) as Best Enterprise
Award. The intern preferred to spend two months of internship at Head Office of PCBL located
at the heart of Kathmandu, NewRoad.

1.3.2 PLACEMENT
The Intern was placed at Operations Department (OD) of PCBL, NewRoad. In OD the Intern
was assigned to work in Card Department and Customer Service Department (CSD).
1.3.3 DURATION
The duration of the internship was of eight weeks. The internship period of the Intern started
from 10/02/2073 to 07/04/2073.

Table 1.1: Placement and Duration

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

As shown in Table No. 1.1, the intern was placed at Customer Service Department (CSD) for 6
weeks and then the last weeks at Card Department.

1.3.4 SOURCES OF DATA

The data in the report has been collected through Primary as well as Secondary sources of data.
Primary Sources
They are the first hand data. The primary sources of data for the preparation of this internship
report include:

Interview :
Intern interviewed the staffs in Operations & HR Department regarding various queries. The
interviewing process was mostly informal. The intern utilized the lunch time and other free time
for interviewing the staffs regarding various queries and questions of the Intern.

Observation:
This is the main source of information provided in the report. The Intern observed the employees
working in their respective departments and learnt many things from it. As the bank staffs were
busy most of the time on their work (because, one single mistake in entry of data may arise huge
problem to bank as well as employees personal life); the Intern preferred to learn as much as
possible through observation without disturbing the employees .
 Secondary sources:
The report is also based on some secondary sources of data and they include:
Annual Report of Prime Commercial Bank Limited for the fiscal year 2070/71 and 2071/72
Official website of PCBL (www.primebank.com.np)
Prospectus of PCBL

1.3.4 Activities Performed in the Organization

Intern was placed at CSD and Card Department and was given various task to perform. CSD is
the first department where customer comes in contact with the bank .The activities related to
CSD department were of non-routine types and were handled and were analyzed by the
employees. In the period of the internship, they helped the intern to understand the working
procedures and various problems related to the department. The intern was assigned with
different activities to perform in CSD as presented below:-

i) Helping customers to fill up the forms like account opening forms, checklist, SMS
banking forms, E-banking forms, KYC forms, ATM visa card request forms, right share
forms etc
ii) Preparing Cheque books
iii) Providing ATM cards and Cheque books to customer
iv) Filling the forms of the statement request, cheque request, account opening, account
closing, right share issue, E-banking, Mobile banking, loose cheque, ATM card issued etc
v) Keeping the record of KYC form, right share form and store details.
vi) Attending the phone calls and transferring to respective departments
vii) Scanning of some important documents
viii) Providing the information to the customer about product and services of the bank
ix) Distributing ATM Cards and their respective PIN to the customers.
x) Maintaining Registers
xi) Photocopying important documents and collecting printed documents
1.4 Limitations of the Report

The limitations of the internship are as follows:

The report is limited to the requirement of the TU course.

The limitation imposes on the specific texts only.
Confidentiality of bank has imposed a huge restriction.
Due to security reasons interns were not allowed to use banking software

1.5 Organization of the Report

The report writing has been primarily divided into five chapters. The brief organization of the
study includes the following:

a. Chapter One: This section has focused on the background of the study with the
objectives of the study, its methodology with sub-divided study of the organization
selection, placement in organization, duration of the internship, and the activities
performed in the organization. In addition to this, the significance of the study, the
limitations imposed on writing report, and finally the organization of the study has given
the finishing touch to this chapter.

b. Chapter Two: Chapter two of this report has defined the meaning of the bank along with
the history and development of bank in Nepal. Furthermore, it has described the present
situation of banking sectors in Nepal with elaborated points on opportunities and threats
to banking sectors.

c. Chapter Three: It has organized the introduction of the bank wherein the intern has
performed the internship. The vision, mission, and objectives of the bank, its capital
structure, management team, the board of directors, organization structure, branch
network, departments, various services of bank, and the ultimate general and competitive
environment analysis.

d. Chapter Four: This study here includes the introduction of the Department where the
intern has worked for Two months. It defines the departmental chart, its major functions,
 the work flow, and the parties to the loan realization. It has also defined the introduction
of the activities performed in the Department, the roles and responsibilities of the intern,
experiences during the internship period, problems incurred with solution addressed with
the major gap analysis.
e. Chapter Five: Chapter five of the report has included conclusion, lessons learnt, and the
recommendations to the bank.
 CHAPTER TWO

INTRODUCTION TO BANKING INDUSTRY

2.1 MEANING OF THE BANK

Bank is a financial institution which deals with money. It collects the money from surplus unit
(savers) and lend to the deficit unit (users). Bank raises the funds by accepting deposits,
borrowing funds and issuing equity. These funds are used by them to buy securities and to make
loans. Bank accepts deposits by paying lower interest to depositors and grant loans at higher rate
and the spread is the profit to bank.
Bank is a financial institution which help people in carrying out the activities related to every
sector of economy e.g. - trade, industry, commerce etc. Without bank, it would be quite
impossible for the industrialists and entrepreneurs to collect savings directly from general for
investments.

According to Kent, A bank is an organization whose principle operations are concerned

with the accumulation for the temporarily idle money for the general public for the
purpose of advancing to other for expenditure.
According to Crowther, "The banker's business is to take the debts of other people to
offer his own in exchange, and thereby create money."
According to Dr. Hart, "A banker of bank as a person or company carrying on the
business of receiving moneys and collecting drafts, for customers subject to the
obligation of honouring cheques drawn upon them from time to time by the customers to
the extent of the amounts available on their current accounts.

2.3 HISTORY OF BANKING

In the east, it is believed that banking was practiced at the time of Manu as it is referred in
Manusmriti. There is an opinion that it was practiced during Chanakyas too, as banking has
been mentioned in Kautilyas Arthasastra, which is the first book on economics.
In the west, the history of banking begins in ancient Greece, Rome and Mesopotamia. The
Lombardas, who were originally from the plains of Lombardy of Northern Italy, introduced
banking practice to England. These Lombards brought this business to the city of London and
their home, the Lombard Street, is still the Center of British Banking. The Lombards, after a
century or so of business in London, were eventually bankrupted because they lent money to
kings who did not repay them.
After the Lombards, the Goldsmiths practiced banking as a sideline to their normal activities in
the bullion and jewelry fields. The early goldsmiths used to have large vaults, which were
soundly built and heavily guarded. The person who deposited his surplus funds with the
Goldsmith became as a Depositor and naturally paid for the privilege of having his money
defended this way. These payments were called Bank Charges. The depositors who needed
funds to pay wages, or debts, could call at the bank and collect such sums as required.
Modern banks history begins from Bank of Venice established in 1157 AD, Bank of Barcelona
established in 1401, Bank of Genoa established in 1407, Bank of Amsterdam established in 1609
and Bank of England, which was established in 1694.

2.3 DEVELOPMENT OF BANKING SECTORS IN NEPAL

Nepal Bank Ltd. is the first modern bank of Nepal which was established in 1937 A.D. It is
taken as the milestone of modern banking of the country. Nepal bank marks the beginning of a
new era in the history of the modern banking in Nepal. It has been inaugurated by King
Tribhuvan Bir Bikram Shah Dev on 30th Kartik 1994 B.S. It remained the only financial
institution of the country until the foundation of Nepal Rastra Bank in 1956 A.D. Due to the
absence of the central bank, Nepal Bank has to play the role of central bank and operate the
function of central bank. Hence, the Nepal Rastra Bank Act 1955 was formulated, which was
approved by Nepal Government accordingly, the Nepal Rastra Bank was established in 1956
A.D. as the central bank of Nepal. Nepal Rastra Bank makes various guidelines for the banking
sector of the country.

A sound banking system is important for smooth development of banking system. It can play a
key role in the economy. It gathers savings from all over the country and provides liquidity
for industry and trade. In 1957 A.D. Industrial Development Bank was established to promote
the industrialization in Nepal, which was later converted into Nepal Industrial Development
Corporation (NIDC) in 1959 A.D. Rastriya Banijya Bank was established in 1965 A.D. as the
second commercial bank of Nepal.

As the agriculture is the basic occupation of major Nepalese, the development of this sector plays
in the prime role in the economy. So, separate Agricultural Development Bank was established
in 1968 A.D. This is the first institution in agricultural financing.

For more than two decades, no more banks have been established in the country. After declaring
free economy and privatization policy, the government of Nepal encouraged the foreign
banks for joint venture in Nepal. For the development of banking system in Nepal, NRB changed
the financial sector policies, regulations and institutional developments in 1980 A.D.
Government emphasized the role of the private sector for the investment in the financial sector.
These policies opened the doors for foreigners to enter into banking sector in Nepal under joint
venture.

2.4 PRESENT SITUATION OF BANKING SECTORS IN NEPAL

Nepal has a reasonably diversified financial sector as evidenced by the number and variety of
institutions that play an active role in the society, relative to Nepals small and underdeveloped
economic base over past 20 yrs. Nepals financial sector has grown rapidly within this period.
The Nepalese financial sector has grown significantly both in terms of business volume and size
of assets and market capitalization. Besides commercial bank, micro credit institution,
cooperatives and NGOs , there are other institution that performs near bank services like postal
saving, employee provident fund, mutual fund and citizen investment trust, insurance companies
and Nepal stock exchange etc, similarly brokers, security dealers, market makers and money
exchangers are other players of financial market. However, NRBs regulatory and supervisory
regime is limited to the commercial bank, development banks, finance companies, micro credit
development banks, saving and credit cooperatives and non government organizations of which
license for operation is provided by NRB which is classified into A,B,C and D according to
capital size. The higher the capital required to register the financial institution, is ranked A and
lowers B, C, D and none classified respectively.
The financial system of Nepal comprises of bank & financial institutions and other financial
institutions: commercial banks, development banks, finance companies and micro finance
development banks, saving and credit co-operatives (with limited banking activities)
(The list of 28 commercial banks in Nepal: Appendix I)
 CHAPTER III
INTRODUCTION OF THE ORGANIZATION

3.1 INTRODUCTION OF PRIME COMMERCIAL BANK LIMITED

The Prime Commercial Bank Limited, the 21st commercial bank registered in the Office of
Company Registrar Kathmandu under the Ministry of Industry, Commerce and Supply, on
2064/04/01 B.S. in accordance with the Company Act 2063 of Nepal. The bank got its certificate
of commencement as financial institution of Class A on 2064/05/30 B.S. under the Nepal
Rastra Bank Act 2058, Banking and Financial Institution Act 2063 and other applicable Acts of
government of Nepal. The bank commenced its operations as financial institution on 2064/06/07
B.S. corresponding English date September 24, 2007.

The Bank has been established by prominent business personnel and professionals from
diversified areas with a prime objective of providing 'Banking Services to Everyone' in the
country where still large number of population are deprived of Banking Services. The head
office of the PCBL is situated in New Road Kathmandu

The shares of PCBL are listed and actively traded under NEPSE.
There are currently 14 branches of PCBL inside the valley including the head office and 18
branches and extension counter outside the valley.
Slogan: Sharing Dreams Sharing Lives

BANK VISIONS
To position itself as a leading and well- established banking institution in its kind and establish it
as 'Bank with Difference'.

MISSION
a. To make a qualitative lending in the Nepalese market to support all kinds of businesses
including personal needs of the Nepalese citizens.
b. To render quick and prompt banking services to the customers.

c. To involve in aggressive marketing and business promotions to promote the banking

products and awareness among the citizens where the country has large number of citizen
who are still deprived from the banking services

d. To introduce new banking services and products.

e. To run the institution with an efficient and professional management;

f. To develop a good corporate governance and ensure adherence to the Central Bank
Directives as well as prevailing rules and regulations;

g. To develop an effective internal control system, Management Information System (MIS) and
compliance.

OBJECTIVE OF THE BANK

The main objectives of the bank in accordance with the Nepal Rastra Bank Act 2058, Banking
and Financial Institution Act 2063 and Company Act 2063 of Nepal are as follows: -

a. To provide world class and reliable banking services provided safeguarding the interest of
the shareholder and the depositors are taken care off.

b. To uplift the Nepalese Economy by investing in the agricultural, industrial, service, and other
commercial sectors and providing the required financial assistance both from the internal and
external sources.

c. Maximum utilization of available skills, labors and capital by setting up commercial

activities both in rural and urban Nepal and assisting the government to manage these
industries for poverty alleviation.
d. Acting as a financial intermediary and collecting the scattered funds around the economy and
bring it into use for institutional investment purposes.

e. The bank will endeavor to establish itself as technology savvy, customer friendly and try to
maintain good relationship with its customers.

VALUES
a. The bank focuses on customer service and extends personalized service to gain
confidence of the customers;

b. The professional management team of the bank upholds a strong belief on team work to
deliver extraordinary result to the organization;

3.2 LATEST ACHIEVEMENTS:

The Bizz 2016 Business Excellence Award from World Confederation of Businesses

Manager of the Year, 2016 from Europe Business Assembly, to the CEO.

3.3 BOARD OF DIRECTORS

There are currently 9 members as BOD of PCB. The current Chairman of PCBL is Mr. Umesh
Shrestha
Table 3.1: BOD of PCBL
Name Designation
Mr. Umesh Shrestha Chairman
Mr. Rajendra Das Shrestha Director
Mr. Narendra Bajracharya Director
Mr. Shyam Bahadur Shrestha Director
Mr. Uttam Narayan Shrestha Director (common)
Mr. Dinesh Shrestha Director (common)
Mr. Uday Mohan Shrestha Director (common)
Mr. Basudev Rijal
Mr. Santosh Baral
3.4 MANAGEMENT TEAM
The management team of PCBL is lead by CEO, Mr. Narayan Das Manandhar
Table 3.2: Management Team of PCBL
Name
Mr. Narayan Das Manandhar
Mr. Sanjeev Manandhar
Mr. Moti Kaji Tuladhar
Mr. Bhai Raja Tuladhar
Mr. Nepal Bhusan Shrestha
Mr. Suresh Man Singh
Mr. Ananta K Chapagain
Mr. Prashant Raj Dangol
Mr. Narayan Pd. Shrestha
Mr. Milan C. Maharjan
Mr. Sunil Maharjan
Mr. Mahesh Debb Pande
Mr. Aanand Subedi
Mrs. Bandana Manandhar
Mr. Ramesh Bhandary
Ms. Arpana Lacoul
Mrs. Sweachha Karki
Director (common)
Company Secretariat
(Source: - Annual report of PCBL 2071/72)
Designation
Chief Executive Officer
General Manager
Deputy General Manager
Deputy General Manager
Head, Corporate Credit Department
Head, Credit Risk Management Department
Head, Consumer Loan Department
Head, Compliance Department
Head, Credit Administration Department
Head, Internal Audit Department
Head, Information Technology Department
Head, Treasury Department
Head, Operation Department
Head, Human Resource Department
Head, General Administration Department
Trade Finance
Acting Head, Finance Department
(Source: Annual Report of FY 2071/72)
3.5 ORGANIZATIONAL HIERARCHY
Figure 3.1:- Organizational Hierarchy of PCBL

Shareholders

Board of Directors

Chief Executive Officer

General Manager

Deputy General Deputy General Manager

Manager

Corporate Compliance Credit Operation

Credit Department Administration Department
Departmen Department
t

Internal Audit Finance Treasury Consumer Loan

Department Department Department Department

Human Resource Information General Credit Risk

Department Technology Administration Management
Department Department Department
As seen in the figure 3.2, the BOD are voted and determined by the shareholders. BOD then
hires CEO of the bank. The figure depicts the overall organizational structure of Prime
Commercial Bank Limited.

3.5. CAPITAL STRUCTURE OF PCBL

As per the fiscal year 2071/2072 B.S. Paid-up capital of the bank is Rs. 3,140,052,767 in the
fiscal year 2071/72 which is 119% increase in comparison with the last FYs paid-up capital.
However, since NRB has fixed the minimum paid-up capital of Rs. 8000000000 to A class
financial institution, PCBL has decided to merge with Birat Laxmi Development Bank Limited
and Country Development Bank Limited. In addition to this, PCBL has also decided to issue 3:1
(3 share equal 1 right share and has submitted this to Nepal Securities Board for approval.
At 2073/02/24 B.S. PCBL signed mutual agreement for acquisition of Birat Laxmi Development
Bank Limited (BLDBL) and Country Development Bank Limited (CDBL)
Figure 3.2: Acquisition of BLDBL and CDBL by PCBL

PRIME COMMERCIAL BANK LIMITED

Birat Laxmi Development Country Development Bank

Bank Limited Limited

(Source: www.primebank.com.np)

As shown in Figure 2.2, the PCBL went for horizontal acquisition of BLDBL and CSBL. The
Paid-up capital of BLDBL for the FY 2071/72 is Rs. 340,286,290 and the Paid-up capital of
CDB for the FY 2071/72 is Rs. 35, 69, 28,000.
PCBL has planned to increase its Paid-up capital to Rs 832.87 Crore at the end of the FY
2073/74. The expected increase in Paid-up capital is about 120 Crore.
PCBL has not raised its fund issuing long term bond. It has also not taken credit facilities from
Nepal Government, NRB, or Re Purchase Agreement.
Figure 3.3: Capital Structure of PCBL

Common Share and promoter share holding of PCBL

Promoter shares Common Shares Others

2%

49%
49%

(Source: Annual Report for the FY 2071/72)

As seen in the figure 3.3 the Common Share and Promoter Share are apparently equally
disbursed. The Paid-up capital from Promoter Shareholders amount to Rs. 1,544,123,700 and
that from Common Shareholders amount to Rs. 1,538,625,867 and that from other source
amount to Rs. 57,303,200. Previously, the Promoter Share constituted the major portion of the
bank share which stands up to 70% of the total capital structure and remaining 30% held by
general public and others.

3.6 FUNCTIONS OF PCBL

The bank aims on being chosen as the first bank, to satisfy all the banking needs of the
customers. The bank ensures its clients with the positive attitude towards the clients needs and
strong mutual relationship, the bank will be able to nurture the clients business and dedicate itself
towards the clients. It provides various products. The functions of PCBL are as follows:

Accepting Deposits

PCBL earns profit by managing depositors fund. PCBL accepts deposits from individuals as
well as from organizations in different accounts. The different types of accounts offered by the
bank includes following:
 Fixed Deposit:
The current interest rate provided for fixed deposit (FD) varies from 4% to 5.50% in
accordance with the fixed deposit period. The amount deposited in these types of account
cant be withdrawn for a fixed period of time so these accounts are known as FD

Saving Account :
Various types of saving accounts are available to customers. The minimum balance for
saving accounts varies in accordance with type of customer and hence their interest rates too
vary. For example if customer is a student, she can open student account with zero minimum
balance and 4% interest rate on it. Similarly Prime

Current Account:
Current Accounts (CA) are generally opened by institutional customers for the purpose of
making prompt transactions in huge amount. There is no interest rate provided in such
accounts. However, PCBL may request their CA customers for Call Account where customer
has to maintain fixed amount of rupees in their CA and for this PCBL provides certain amount
as interest.

Granting Loans
PCBL, as a business firm, acquire funds from surplus economic units at lower rates, repackage
these funds and provide them to the deficit units at a higher rate to earn profit. Like deposit
accounts, PCBL also provide loan account for her customers. There are also various types of
loan accounts as per the requirement of the customers.
PCBL provides following two types of bank loans:
Corporate Loan
Corporate Loan is provides large-scale loan to the companies for commercial purposes. By
providing such loans, PCBL is being contributing in the economic development of the nation.
Consumer Loan
PCBL also provides loan to individual consumers. PCBL facilitates its customer to open
Overdraft Account.

Carrying Out Currency Exchange

PCBL also provide currency exchange function to its customers. For this the bank charges
minimum service fee.

Providing Bank Guarantee

PCBL issues various bank guarantees to meet customers different requirements for
various purposes like bidding for tenders, issuing performance bonds, advance payment
guarantees and custom guarantees.
PCBL can also issue local guarantees against counter guarantees of acceptable foreign
banks.

Other Services
Along with the above mentioned products the bank also provides some other complimentary
services such as VISA Debit Cards, E-Banking services, M-Banking Services and also Provide
Travel Cards to the customers at certain charges. PCBL used to provide free SMS service for her
customers but now unfortunately customers dont have this facility with the introduction of M-
Banking service. The M- Banking service can be used by customers by downloading PCBLs
Application from play store for android phones and from app store of I phone users. The
customers can open Prime Bidyut Saving Account for the payment of Nepal Electricity
Authoritys Bill Payment. Also the customers can enjoy 2% interest rate on this account.
 CHAPTER IV
ANALYSIS OF ACTIVITIES DONE AND PROBLEMS SOLVED

4.1 ACTIVITIES DONE

During the eight weeks of internship in PCBL head office, Newroad, the Intern got the
opportunity to get involved in two major parts of Operations Department:
Inquiry/ Card Department
Customer Service Department
The Intern was first placed in CSD then finally at Card Department. Since the Intern had an
immense desire for self-development through the opportunity of internship, he preferred not to
stay idle. Hence whenever there was no job in the assigned department, the Intern immediately
switched to the department where there was a work overload.
4.1.1 Customer Service Department
The Customer Service department is responsible for handling, order processing, product and
service questions, pricing information, system transfers, and other general inquiries. Like every
organization, PCBL is also highly concerned regarding customer satisfaction, where increase
customer satisfaction relates to increase in the productivity of the PCBL

Responsibilities at Customer Service Department

Attending Customers
At the PCBL, 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 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.

Explaining Products and Services to Clients

There are various functions about CSD; Selling function is one of the core functions of CSD,
where any tangible products arent sold but banks intangible products that are the banks deposit
accounts are explained to the customer. PCBL has various products and service; each and every
product is explained in general to the customer. If the Customer is convinced, and if they are able
to align the product attributes with their requirement then they likely to open a bank account.

Fill up of Customer Due Diligence form

CDD forms are filled up in order to stop money laundering and terrorism. KYC form deals with
the three generations of the customer and other close relatives of the customer. However, CDD
form keeps record of the customers expected annual transactions &the source of money. It is
also useful in checking whether proper residential address has been disclosed by the customer. If
IT department finds any customer suspicious, they look into the expected annual transaction of
the customer and if the transaction is far higher than the expected transaction then they inform
CSD for the further inquiry of the customer.

Checklist Fill up
The Intern had to fill up checklist form for new accounts. For filling up checklist form the Intern
had to check and verify if all the required and necessary documents were present.
For companies and business accounts the Intern had to check the firm registration form,
PAN/VAT registration form, AOA, MOA, Minute, A/C opening request, details of BOD,
Citizenship Card identification documents, two passport size photographs of account operators,
Specimen Signature Cards (duly signed by Authorized Parties), verified signature of
Introducers, A/C opening form (properly signed by the staffs) and most importantly check if the
KYC form of company as well as the individual KYC form of BOD is filled up properly.
However, in case of Sole Proprietorship Account, AOA, MOA & list of BOD are not required
and for partnership account, the partnership resolution is required.
In case of individual account, two photographs of the account holder, one photograph of nominee
(if available), and two photographs of Power of Attorney (POA) (if given to someone) are
required. In case of Individual account, the POA form should also be filled. If any required
document is missing, the account opening form is kept pending. The required document also
varies according to the type of the individual account. For instance, if the account is student
account, the customer should present a valid ID card which proves her to be a genuine student
from a recognized institution.

Assistance to customers

Since the Intern had worked in Operations Department, he often had to deal with customers.
Every customer had their own problem. It was the prime duty of the Intern to help those
customers in solving their problems. The Intern assisted customers in various matters such as
distributing forms to open new A/C (individual, corporate as well as joint A/C), issuing cheque
books, closing accounts, reactivating accounts, changing signatures, e-banking and m-banking.
The Intern also assisted those customers who had problems while filling up their forms.

Maintenance of Register
During the internship period spent in CSD, the Intern had to maintain the registers of issued
cheque books while delivering the cheque books to the customers. The details of the cheque
books are updated in the register at the end of the day when the cheque books are issued. When
those customers come for receiving their cheque books, the Intern had to locate the details of the
cheque book in the register and request the customers for their signatures and then ask the
respective staff to verify the signature.
The Intern had to maintain the ATM pins register too. The new ATM pins register contained
date, account name, account number, signature of the account holder and signature of the staff
verifying the signature. The ATM pins can only be delivered to the account holder, so the Intern
had to inform this to the customers and fill the details in the register and then only ask the
customers for their valid signature. The Intern then had to ask respective staff for verification of
the signature.

Preparation of forms
Due to the rush in CSD every day, the Intern had to prepare various forms in order to give it to
the customers. The Intern had to prepare the account opening forms such as individual account
opening form, joint account opening form & company and business account opening form. For
making these forms ready to be hand over to the customers, the Intern had to attach KYC form,
CDD form, Signature specimen, and Cheque requisition slip with the main account opening
form. The CDD form and KYC forms for individual and company account are different.
During the internship period in PCBL the bank had just introduced the m-banking facility. This
facility was initially just delivered to the internal customers i.e. the staff. The Intern had to
prepare the m-banking form by attaching the m-banking prospectus with the form. Later, the m-
banking facility was launched to the general customers too.

Maintaining Customer Files

As operational duty, I had to work for CSD, where I was also assigned to manage the files and
Documents relating to customer accounts, for further smooth and efficient functioning, which
would benefit overall corresponding departments, for example Cash and gold loan department.
After the clients information are kept into the information system of bank, the hard copy data
such as signature specimen card and application forms should be efficiently managed, for future
reference. At CSD I had to maintain hard copy documents including account application form,
check requisition, check inventory, ATM issued registers, and statement registers. These
documents where correctly managed with the objective to provide reference in future.

Providing Checks and Receiving Checks Requisition

At CSD Check requisition form received, which are basically attached to the customer in the
account opening form, and after opening an account, and check requisition form is processed to
develop customers checks. After processing the check requisition, we provided them checks
them within two days of receiving check requisition.

Attending telephone calls

Attending phone calls of customer and transferring the, call to the respective department was
another responsibilities carried out at Customer Service department. So in order words, we had
opportunity to learn some receptionist experience too.

4.1.2 CARD DEPARTMENT

Card Department of PCBL is also known as Inquiry Department. The Intern performed all the
daily operational activities in this department.

Responsibilities Performed in Card Department

Respond to customer inquiries and resolve.

Inquiry is the first desk to receive customers. Some customers have very little knowledge about
banking system. So they come to this department with their inquiry. In order to resolve their
inquiry, the Intern played active role. Mostly the customers came up for balance inquiry. Some
customers also had confusions about the location of various departments in the bank. these
confusions were illuminated by the Intern.

Generation of Account Statement

Generating account statement and printing it is the most frequently done job in this department.
The Intern was assigned responsibility to print the account statements of customers in the
absence of the designated staff for the verification of signatures. Due to the end of fiscal year the
customers demand for account statement increased the overload in this department.

Maintenance of Registers
One of the most common activities done in all the departments of bank is to maintain respective
registers. In Card department, the registers of Account Statement, and ATM VISA DEBIT
CARDS were maintained by the Intern. Date, account name, account number and signature of
the recipient are vital requirements in the registers.
 Management of VISA DEBIT CARDS
As the name suggests, management of VISA DEBIT CARDs is the major activity done in the
Card Department. The Intern had responsibility of Arranging, Verifying, Searching, and
Distributing the ATM Cards. As the first lot of issued ATM cards was expiring at July, the
workload increased in this department due to customers confusion.

Distribution of forms
Distributing forms related with issuance of new Visa Debit Cards, Reissuance of PIN, and
Renewal of expired Visa Debit Cards are the forms to be distributed from the Card Department.
Other forms such as Non-Dispense of Cash but Account Debited, Request for issuing
Account Statement, Customer Request Form were distributed by the Intern to the customers.

Informing Customers and Staffs

Card department/Inquiry Department is also responsible for informing important notices to the
customers as well as staffs of the bank. Intern also had responsibilities to inform customers and
staffs about various notices.
One of the regularly done tasks in this department was to telephone the customers about the
availability of their ATM Cards and their PIN slips in the office and request them to receive it
within office hour.

MISCELLANEOUS ACTIVITIES
Other activities performed in the card department includes searching for the ATM PIN of
customers, searching for Visa Debit cards of the customers, filling the forms, delivering the
charge slips to remittance counter & delivering important documents to other departments
(mostly to CSD, Treasury and Cash department). Photocopy of important documents, scanning
of documents, sending important emails were also done by the Internee.
The Internee had to deliver various documents regarding payment stop, payment activation and
various other charge slips to the respective counter.
4.2 PROBLEMS SOLVED

Inability of Customers for form fill up

Some elderly customers were not able to fill up the required forms due to their poor eyesight and
lack of proper knowledge. The Internee helped those of customers by providing appropriate
assistance for them.

Inability to receive ATM pin

Customer couldnt receive their automatically re-issued PIN from their respective branch as it is
not possible for them to go out of the valley. The Internee requested them to fill up re-pin request
form so that they can receive their ATM PIN from head office without having to go to the
respective braches outside the valley.

Insufficient Documents
Some customers came to bank without having all the required documents for opening their
account. This problem was solved by the Intern by counseling them regarding the essential
documents for opening their account

Confused Customers
Some customers had confusions regarding the locations of the departments they are searching
for. The intern was always ready guide those customers where they want to reach to.

ATM Malfunction
Sometimes there were cases where the customers came up complaining regarding their inability
to withdraw cash through ATM. The intern was ready to help them by asking them if they
entered right PIN, if they have already collected the automatically changed ATM PIN, and many
other probable questions. If it was necessary, the Intern went to the ATM booth and checking for
any error in the machine.
 CHAPTER V
CONCLUSION AND LESSONS LEARNT

5.1 CONCLUSION

An internship is an educational plan which integrates classroom knowledge and practical work
experience in industrial, business, or government work situations. It allows students to have
opportunity to imply academic theories and principles to action, to test out career interests and to
develop skills and abilities through carefully planned and supervised programs related to the
career of their choice.

Through the internship experience at PCBL, the Intern was successful enough to achieve
internship objective that was targeted and planned. The major objective of the Intern was to build
and polish the communication and problem solving skill. For this the Internee selected the Head
office, Newroad as this could help the Internee to increase the exposure level to deal with
customers.

5.2 Lessons Learnt

The internship program helps to learn the work culture and professionalism of the business
world. Most of the things learnt during this period are related to the practical implications and
knowledge exposures. The major lessons learnt from this program are cited below:

Time Management

One of the most evident things the intern has learned so far is the importance of time
management. Ruling out the time management methods that dont work for the intern in
the business environment and leveraging the intern's time accordingly in a way that is
efficient for the intern is a substantial lesson learned.

.
 Enhanced Generalization on Banking Functioning:

The package of internship is for letting students know the active and proactive banking
(or corporate, if any) functioning and out letting their generalized concept of banking to a
more in depth level of understanding. The intern got to know that, a bank, is not only a
safe custodian of its depositors' money and a lender for the funds, but is a complex whole
within itself.

Socialized with Work Environment:

Internship helped the intern, to a great extent, to generalize the actual workplace for
tomorrow. The corporate culture and the behavioral science really matter when are on the
place for work. It got to familiarize the intern with the norms, rules, regulations, and the
guidelines of SCB during this period. Thus, this internship guided the intern to develop
the interpersonal skills and the dealing abilities.

Polished Confidence Level:

Getting a chance to perform internship on the international stage of SCB assisted the
intern to cope up with the intern's weaknesses and concentrate on the strengths and
opportunities, where the intern polished the self-confidence to the extent that the intern
could. The internship here let the intern focus on the Project and go with the flow
observing good in everything and everywhere.

Realized the Signification of Documents:

The alertness on each and every document by the staffs has given a lesson to the intern to
remain active for any files, documents and the security packets, as they are the integral
legal papers on the basis of which the entire work of the bank is valid. A careless mess of
these may lead the Bank to pay a huge cost in the form of legal actions.
 Familiarized with Office Equipment:

Being an intern, it is very necessary to familiarize oneself with the common automated
machines of the Bank. Thus, even though the intern was given a Project to work on, the
supervisor taught the intern to work on photocopying machine, scanning machine, and
the printing machine. Now, the intern knows how to handle these equipments.

Understood Some Similarities Between Bank and College Culture:

Whether it's a bank or a college, the place of people with similar group always follows
certain rules and regulations, discipline, the regularity, the sincerity, the behavior, and the
like. Thus, the intern came to know that, along with the work and performance, the moral
values are also equally important for any successful accomplishment of the work.