An Internship Report on

“Customer service Department on

Agricultural Development Bank Limited”

Gujananagar, Chitwan

Prepared By

Nabin khanal

Roll Number: 28044/20

T.U. Registration Number: 7-2-240-81-2020

Level: BBA 8th Semester

An Internship Report Submitted to

“Saptagandaki multiple campus”

Bharatpur , Chitwan

Submitted for the degree of

Bachelor of Business Administration (BBA)

February 3, 2022
 RECOMMENDATION

This is to certify that the Internship Report

Submitted by:

Nabin Khanal
Exam Roll No.: 28044/209

TU Registration No.: 7-2-240-81-2020

Entitled Customer Service Department on Agricultural Development Bank

""

has been prepared as approved by this campus. This Internship Report is forwarded for examination.

--------------------------------------
Mr. Kapil Dev Subedi
Deputy Director, BBA Program
Saptagandaki Multiple Campus
 DECLARATION

I hereby declare that the internship report entitled “An Internship Report on
Agricultural Development Bank Limited” submitted to Saptagandaki Multiple
Campus, Faculty of Management, and Tribhuvan University is my original work done
based on learning during internship program for the partial fulfillment of the
requirements for degree of Bachelor of Business Administration (BBA) under the
supervision of Mr. Kapil Dev Subedi.

Signature…………………….

Nabin Khanal

September-04, 2021
BONAFIDE CERTIFICATED
 ACKNOWLEDGEMENT

It was a wonderful experience to work in Agricultural Development Bank Limited,

Gujnanagar branch as an intern, indeed it was great opportunity for me to experience
internship program, as the basic purpose of fulfilling the partial requirement for the
Degrees of Bachelors in Business Administration-Banking & Insurance (BBA) under the
course designed by the faculty of management of Tribhuvan University.
First of all, I would like to thank Tribhuvan University for including internship program
in our course of BBA 8th semester. This gives us chance for gaining practical knowledge
to boost our interpersonal skills.

I express my sincere honor and special sense of gratitude to the Internship Coordinator of
Saptagandaki Multipul Campus ; Mr. Kapil Dev Subedi for his generous guidance,
thoughtful encouragement and brilliant insight throughout completing this internship
report.

I owe great intellectual debt for support and immense contribution to administrative of
Agricultural Development Bank Limited and thankful for accepting my presence and
gave me space. I would like to express sincere gratitude to all the staffs of Agricultural
Development Bank Limited for their helpful co-operation. I would also like to express
my gratitude to Branch Manager Mr. Jagdis Aryal for supporting me throughout my
internship period.

Lastly, I am sincerely thankful to my supervisors and other office assistant in the

respective department for teaching me to deal with customers and to value
compliance, while making every day memorable.

Nabin Khanal

BBA 8th Semester

 ABBREVIATIONS
BBA: Bachelor of Business Administration

Ltd: Limited

TU: Tribhuvan University

ADBL: Agricultural Development Bank Limited

ATM: Automated Teller Machine

BOD: Board of Director

FY: Fiscal Year

CSD: Customer Care Department

ECC: Electronic Cheque Clearing

FD: Fixed Deposit

C-ASBA: Centralized Application Supported by Blocked Amount DEMAT:

Dematerialized Account

CCTV: Closed-Circuit Television

%: Percentage

KYC: Know Your

Customer NRP: Nepalese

Rupee

4th: Fourth

7th: Seventh

CIB: Credit Information Buerau

PPMO: Public Procurement Monitoring Office
 EXECUTIVE SUMMARY

This internship report presents an overview of the knowledge, skills, and practical experiences
gained during my internship at Agricultural Development Bank Limited (ADBL). The
internship was conducted as a part of my academic requirement, with the objective of
understanding real-world banking operations, customer service practices, and the role of ADBL
in promoting agricultural and rural development in Nepal.

ADBL, a key player in the country's financial sector, primarily focuses on supporting
agricultural activities, rural enterprises, and development projects. During the internship, I was
assigned to the Customer Department, where I had the opportunity to observe and participate
in daily banking operations, interact with clients, assist in documentation, and gain hands-on
experience in service delivery processes.

The Customer Department plays a crucial role in maintaining strong client relationships,
managing transactions, providing financial information, and facilitating loan services.
Throughout the internship, I observed the bank’s commitment to financial inclusion, especially
in rural and underserved areas. I also learned about the procedures related to agricultural loans,
saving schemes, remittance services, and customer grievance handling.

This internship provided valuable insights into the challenges faced by both customers and
banking staff, including issues such as limited digital literacy, procedural delays, and
infrastructure limitations in rural branches. However, I also witnessed ADBL's ongoing efforts
to modernize services through digital platforms and capacity-building initiatives.

Overall, the internship was a highly rewarding experience that enhanced my understanding of
Nepal’s banking sector, improved my communication and technical skills, and strengthened my
ability to work in a professional environment. The experience has significantly contributed to
my academic and career development.
 Tables Of Contents
Contents
Pages

Contents
An Internship Report on..........................................................1
“Customer service Department on.............................................1
Agricultural Development Bank Limited”...................................1
Gujananagar, Chitwan............................................................1
Prepared By......................................................................................... 1
Nabin khanal........................................................................................ 1
Bachelor of Business Administration (BBA)...............................................1

DECLARATION........................................................3

BONAFIDE CERTIFICATED....................................4

ACKNOWLEDGEMENT............................................5

ABBREVIATIONS....................................................6

EXECUTIVE SUMMARY..........................................7

Tables Of Contents.....................................................8
Figure.................................................................................11
CHAPTER-1........................................................................12

ORGANIZATION PROFILE....................................12
1.1 Description of the Organization........................................12
1.2 Organization Mission and Objectives................................13
1.2.1 Mission...............................................................................13
1.2.2 Objectives of the Bank...........................................................13

1.3 Major Markets and Customers........................................13

1.3.1 Major Markets.....................................................................13
1.3.2 Major Customers..................................................................14
Individual Customer.............................................................................14
Institutional/Corporate Customers..........................................................14

1.4 Products and Services.....................................................15

1.4.1 Major Products....................................................................15
Deposits..............................................................................................15
Saving Accounts.................................................................................. 16
Current Accounts................................................................................. 16
Fixed Deposits......................................................................................16
Loan products......................................................................................17
Retail Loan:........................................................................................ 17
Corporate Loan:...................................................................................17
1.4.2 Major Services......................................................................18
Remittance...........................................................................................18
Cards & ATMs.................................................................................... 18
Table 1.1: Issuance Charges...................................................................19
E-banking............................................................................................20
Available Services.................................................................................20
Fee & Charges.................................................................................... 21
Clean Bills........................................................................................... 21
Others.................................................................................................21

1.5 Organization Design and Structure...................................21

1.5.1 Organization Design..............................................................22
Table 1.3: List of Board of Directors........................................................22
1.5.2 Organizational Structure........................................................22
Figure 1: Organizational Structure of ADBL............................................23

1.6 Financial Structure..........................................................24

Table: 1.4: Financial Structure of ADBL...................................................24

1.7 Organization Performance................................................24

1.7.1 Financial Performance...........................................................24
Table 1.5: Financial Performance of ADBL...............................................25
1.7.2 HR Performance...................................................................25
1.7.3 Resource Utilization..............................................................26
1.7.4 Social Responsibility..............................................................27

CHAPTER – 2.....................................................................28

JOB PROFILE AND ACTIVITIES PERFORMED........28

2.1 Job Profile.....................................................................28
2.2 Activities Performed.......................................................30
2.2.1 Customer Service Department.................................................30
2.2.2 Fixed Deposit........................................................................32
2.2.3 Mobile Banking and Internet Banking....................................32

2.3 Problem Faced and solved...............................................33

2.4 Intern’s Key Observations...............................................34
CHAPTER – 3.....................................................................37

LESSONS LEARNT AND FEEDBACK.....................37

3.1 Key Skills Learnt...........................................................37
3.2 Attitudes Learnt............................................................38
3.3 Feedback to the Bank......................................................40
3.4 Feedback to the College/University....................................41

REFERENCES........................................................43
APPENDIX-1...................................................................................... 44

All Branches of Agricultural Development Bank........................44

APPENDIX-2.......................................................................50
Interest Rates of Agricultural Development Bank Limited............50

APPENDIX-3...........................................................52
Financial Report of Agricultural Development Bank...................52
 Figure
FIGURE 1: ORGANIZATIONAL STRUCTURE OF ADBL
 CHAPTER-1

ORGANIZATION PROFILE
1.1 Description of the Organization
The word bank was derived from the latin word “bancus”, Italian word “banco”
or “banca” and French word “banque”meaning “bench” on which the bankers
facilitate monetary transactions. Bank is a financial institution that deals with
monetary transaction. The history of modern banking can be traced back to the
19th century. The first institutionalized credit house called “Tejarath Adda” was
established by Rana prime minister Ranodip singh in 1877 AD which was
fully subscribed by the government of Kathmandu valley. This led the initial
step toward origin and the establishment of banking in Nepal. This house
used to disburse credit at a very low rate of 5 percent to the people on the
collateral of gold and silver, but this institution was not accepting any deposit
from the public. The pioneer foundation of banking flows for a long period of
time. Apart from these there was no new development in banking sector despite
of its acute need.

In 1934 AD, the establishment of Nepal bank limited (NBL), with the imperial
Bank of India came into existence under “Nepal Bank Act. 1937” a first
Nepalese commercial bank. Initially, government owned 51 percent of the
shares in the bank and controlled its operations to large extent. Later Nepal
Rastra Bank (NRB) was established as a central bank in 2013 BS. A decade
after the establishment of NRB, Rastriya Banijya Bank, the second
commercial bank under the ownership of his majesty’s government of Nepal
was established.

Agricultural Development Bank is the largest commercial bank in Nepal with

the main objective of providing institutional credit for enhancing the
production and productivity of the agricultural sector in the
 country. It was established on Magh7, 2024 B.S. running under the ADBN
act 2067 as successor to the cooperative bank. ADBL is a commercial bank
which is service oriented and of philanthropic nature. Subsequent amendments
to the act empowered the bank to extend credit to small farmers under group
liability and expand the scope of financing to promote cottage industry. ADBL
is ‘A’ grade commercial bank providing customer friendly services through its
branch network.

1.2 Organization Mission and Objectives

1.2.1 Mission
“Our Mission is to deliver comprehensive banking solution strengthening its
extensive network, enhancing our shareholders’ value, contributing to the
economic prosperity of the country and creating excellent opportunity for our
employees.”

1.2.2 Objectives of the Bank

Objective of ADBL are given below
➢ To provide quality banking service
➢ To adopt market driven strategy
➢ Dedicated customer service
➢ Competitive human resource
➢ To obtain sustained and competitive return on investment

1.3 Major Markets and Customers

1.3.1 Major Markets
The bank is committed to building and maintaining strong ties with large
community. The bank has a network of 278 Branches, 5 Training Center and
86 ATMs across the country. The head office of Agricultural Development
Bank Ltd is located at Ramshahpath, Kathmandu. The name of all branches
of ADBL are listed in (Appendix-I)
1.3.2 Major Customers
Agricultural Development Bank Ltd always stands for giving customer
service. They have collected as many customers as possible to provide
service. They classify their customer into two groups they are:
➢ Individual Customers
➢ Institutional/Corporate Customers

Individual Customer
When an account is opened in individual name, it is called as individual
account. The person or account holder who handles that account is the
individual customer for the bank. Agricultural Development Bank Ltd includes
various types of individual customer and some of them are:
➢ Students
➢ General Public
➢ Senior citizens
➢ Salaried persons

Requirements of Individual Customer are:

➢ Completed Account Opening Form (AOF)
➢ Copy of identification document
➢ Copy of document confirming verification of Residential Address
➢ Birth Certificate (in case of minor accounts) along with identification of the adult
operating account
➢ Recent Photographs
➢ National Identity Card

Institutional/Corporate Customers
Institutional customers are a term used in the financial services industry to
differentiate retail customers and corporate customers from other financial
institutions such as bank. There are various
institutional/corporate customer in Agricultural Development Bank Ltd
too. Institutional/Corporate Customers are listed in (Appendix-II) Requirement
of Institutional/Corporate Customers are:
➢ Completed Account Opening Form (AOF)
➢ Copy of Registration Certificate or Certification of Incorporation
➢ Copy of Tax Registration Certificate or Pan as application
➢ Copy of Memorandum and Article of Association
➢ Copy of Board Resolution and Power of Attorney as applicable
➢ Copy of Document verifying Registered and Trading /Operating address
➢ Original ID phots and Documents of all the persons who will handle the account
and all signatories with a significant level of authority in the line with the
requirement for personal customers

1.4 Products and Services

Agricultural Development Bank Limited was started with a vision to
support individuals, families and businesses to attain financial independence
and improve their financial wellbeing. Based on a set of superior values and
moral principles of maintaining highest standards in all relationships with
customers, suppliers, environment and community, fostering climate which
encourages innovation and diligence amongst staff and reward accordingly and
functioning with the principle of ‘Thinking Forward Moving Forward’, the
bank aims to succeed and reach higher grounds by maintaining and adhering
to its corporate values. To maintain its aim, it provides various product and
services.

1.4.1 Major Products

ADBL provides various products which make customers easy to work with
a bank and some of the products are:
Deposits
ADBL offers a wide range of deposit product that creates the requirement.
They are:
Saving Accounts
The Savings account is meant for those individuals who have a habit of saving
money from their earnings so that they can use it when they require. It is a
transactional interest-bearing account wherein a deposit is placed with the Bank
for an unspecified period.
Agricultural Development Bank offers wide range of Savings Accounts as
below:
➢ Sambridhi Bachat Khata
➢ Ba-Ama Bachat Khata
➢ Krishak Bachat Khata
➢ Shareholder Saving Account
➢ Akshya Kosh Khata
➢ Chetanshil Nari Bachat khata
➢ ADBL Saving Account
➢ Remit Account
➢ Karmachari Nribitivaran Khata
Current Accounts
A Current Account is ideal for carrying out day-to-day business transactions. It
is a transactional non-interest bearing account wherein a deposit is placed with
the Bank for an unspecified period, which can be withdrawn whenever required
through different means. Agricultural Development Bank offers the following
Current Accounts
➢ Individual Current Accounts
➢ Institutional Current Accounts
Fixed Deposits
A Fixed Deposit Account is meant for those individuals and corporate
houses, who would like to earn higher interest on the fund, where a fixed
amount is held at fixed interest rate and is repayable (principal/interest) at a
fixed future date as agreed at the time of
 placement of the Deposits.
Agricultural Development Bank
offers the following Fixed Deposit
Accounts:
➢ Individual Fixed Deposit Accounts
➢ Institutional Fixed Deposit Accounts
Loan products
Loan is the lending of money from one individual, organization or entity to
another individual, organization or entity. Agricultural Development Bank
Ltd provides loans to both an individual as well as business loan in order to
meet their requirements may be on the basis of collateral or not, at its customer
services, provides different types of loan such as:

Retail Loan:
➢ Agricultural Product Loan
➢ Business Loan
➢ Home Loan
➢ Hire Purchase Loan
➢ Auto Loan
➢ Gold Loan
➢ Educational Loan

Corporate Loan:

➢ Working Capital Loan

➢ Fixed Capital Loan
➢ Project Finance
➢ Trade Finance
➢ Consortium Loan
Interest rate of major products are listed in (Appendix-III)
1.4.2 Major Services
The major services of ADBL are as follows.
Remittance
Remittance is the process of transferring fund from one place to any corner of
the world. In regard of providing this service, bank offers the following modes
of remittance which are:
1) Domestic Remittance
2) International Remittance
➢ Western Union
➢ Himal
➢ Money Gram
➢ IME
➢ Prabhu
➢ City
➢ Axis Bank

3) Agencies
4) Payout Locations
Cards & ATMs
To serve its customer with new technology, bank has developed different plastic
cards that reduce the need to move to bank for withdrawing cash or checking
balance which are mentioned below:
➢ Master card Local
➢ Master card International
➢ International visa card
➢ SCT card
➢ For Travel (Against Passport Facility)
➢ Visa card/ ATM Card
➢ Prepaid Card
Table 1.1: Issuance Charges

Card Issuance PIN

Card Issue NPR 250/- PIN Change at 100|-

(valid for 4 ADBL ATM
years)

Card Renew NPR 250/- PIN Reset 100|-

Charge

Card NPR 250/- PIN NPR 100/-

Replacement/ Regeneration/
Re-issue Re-issue
Card Link to NPR Stop Card NPR
Different 50/- 100/-
Account

Table 1.2: Transaction Charges

Within Nepal

Other Bank
(Including SCT VISA
ADB Member Bank) Network
Description L ATMs ATMs
ATM
s

Cash Free NPR 15/- only NPR 225/-

Withdrawal

Balance Inquiry Free Free Free

Mini Free Free Free

Free Free Free

Statement
Source :([Link])

E-banking
Agricultural development e-Banking Services is an internet based Service
offered by the Bank to its valued customers. E-Banking, being and Internet-
based service is available anytime at your fingertip, with the flexibility to take
care of many financial transactions. Agricultural e Banking provides secure
communications using 128-bit encryption security that assures you of secure
transactions made with the Bank.
Agricultural e-banking has dual factor authentication with the features of One
Time Password (OTP) for fund transfer.
Available Services

1. Enquiry Services:
➢ Account Statement
➢ Interest Statement
➢ Tax Statement

2. Requests:
➢ Cheque Book
➢ Good For Payment
➢ Stop Cheque
3. Messages:
➢ Messages to Bank
➢ Message from Bank
4. Transaction Services:
➢ Balance Transfer
➢ Third Party Transfer
5. Utility Payments:
➢ E-Sewa Account Recharge
 ➢ NT Postpaid Bill Payment
➢ NT PSTN Bill Payment
➢ NT ADSL Bill Payment
➢ NCELL Top-Up payment
➢ ADBL Bank Credit Card Payment

Fee & Charges

➢ E-Banking Registration charge NPR 200.00 per account.
➢ E-Banking Renewal charge NPR 150.00 per account per year.
➢ E-Banking Pin Mailer destroy charge NPR 10.00 per Pin- Mailer if not
collected by the customer for more than 3 months.
➢ E-Banking Pin Re-generation NPR 20 per pin regeneration.
➢ DMAT Renewal charge is NPR 100.00 per Account per year
➢ Mero-Share Renewal charge is NPR 50.00 per year.

Clean Bills
It is the service provided by in case of checks presented of other bank either
for deposit or payment purpose.
➢ Clearing
➢ Bill Purchases
➢ Bill Collection
Others
This includes services or facilities provide by the bank which are not
mentioned in above points:
➢ Safe Deposit Locker
➢ Balance Certificate
➢ Advance Payment Certificate

1.5 Organization Design and Structure

Organizational structure and design help banks to understand themselves
and ideally to work together to accomplish all the tasks
and achieve all goals of a banks. They are the pillars of any banks. The organization
design and structure of the ADBL is discussed below.

1.5.1 Organization Design

Organization Design is a step by step methodology which identifies
dysfunctional aspects of workflow, structures, and systems, realigns them to fit
current business realities/ goals and develops plans to implement the new
changes. It formulates policies as well as strategies and provides guidance to
the management. It contains 7 board members in the bank.
Table 1.3: List of Board of Directors
S.N Name Designation
1. Mr Ram Sharan pudasaini Chairman
2. [Link] Mainali Joint Secretary
3. Dr. Hari Bahadur K.C. Representative from
Ministry of Agriculture
& Livestock
Development
4. Mr. Govinda Prasad Bhattarai
Member

5. Mr. Rita Subedi Independent

Member
6. Mr. Hari Prasad Parajuli Member

7. Mr. Binod Kumar Guragain Member

8. Mr. Himlal Poudel Company
Secretary
Source :([Link])

1.5.2 Organizational Structure

Organization Structure is a system used to define a hierarchy within an
organization. It identifies each job, its function and where it reports to within
the organizations. Organizational structure provides the guidelines for the
system of reporting that drives an organization, dividing it into areas or
departments that are responsible for certain aspects of the organization's
purpose; it shows the relationships
 between areas and individuals needed to achieve more efficient operations
while attaining the goals of the organization.
This structure is developed to establish how an organization operates and
assist an organization in obtaining its goals to allow for future growth. It
designs process, organization act to improve the probability that the collective
efforts of members will be successful. It is used to match the form of the
organization as closely as possible to the purposes the organization seeks to
achieve. The organization structure of ADBL is presented in the following
diagram.

Figure 1: Organizational Structure of ADBL

Board of Directors

Chief Executive Officer

Chief Business Chief Credit Officer Chief Operating

Officer Officer

Market Cre Credi Recov Human Audi

i d t e Resourc t
e

Intern
al
Audit

Branch
Manag
er

Departm
e
nt Head
 1.6 Financial Structure
Framework of various types of financing employed by a firm to acquire and
support resources is necessary for its operations. Commonly, it comprises of
stockholders’ investment, long – term loans, short- term loans, and short- term
liabilities as reflected on the right-hand side of the firm’s balance sheet. Capital
structure, in comparison, does not include short-term liabilities

Table: 1.4: Financial Structure of ADBL

Particular Amount (in NRs)
Authorized capital NRs.25,000,000,000.00
Issued capital NRs.18,880,000,000.00
Paid-up capital NRs.18,880,000,000.00
Source
[Link]

1.7 Organization Performance

An organizational performance is an analysis of a company’s performance as
compared to goals and objectives. In other words, organizational performance
comprises real results or outputs compared with intended outputs. The
performance of organization can be discussed below.

1.7.1 Financial Performance

The recent fiscal year was yet another challenging year for Agricultural
Development Bank Ltd and the banking industry as a whole. However,
this bank shows that in spite of these challenges; the bank was able to post
satisfactory results. The comparative financial indicators of the bank are
presented below:
Table 1.5: Financial Performance of ADBL
S. Particulars FY FY 2023/2024 FY
N 2022/23 2024/2025
1 Net Profit (Percent) 3.94 10.31 -568.0
2 Earnings per share 7.32 18.54 -2.07
(NPR)
3 Total Credit/Deposit 84.37 87.18
(Percent)
4 Net Worth (NPR’000’) 33,990,000 36,370,000

5 Market Value Per Share 293 366.10 293

(NPR)
6 Spread Rate 4.13 3.29
7 P/E Ratio 18.85 22.46 9.86
8 Non-Performing Credit 2.5
(Ratio)
9 Net Liquid Asset Ratio 86.11 35
(Ratio)
Source :([Link])
From the above table we can say that the financial performance of EBL is in
fluctuating trend due to different reason.

1.7.2 HR Performance
HR performance of Agricultural Development Bank Ltd is satisfactory.
They performed their work honestly and sincerely. There are frequent interns
in the organization throughout the year and every branch has allocated
adequate no of employees. The bank provides several development trainings
to its employees to improve their skills and performance. There is good chain
of command and coordination among employees. They are devoted to
customers for providing the required facilities like foreign currency issuance
like dollars, cheque clearing.
➢ Favoritism and Nepotism should be completely removed at work
➢ Hire applicants having digital skills
 ➢ Bring the IT and other departments closer
➢ Re-design career paths
➢ Encourage innovation in training
➢ Skill of working in work pressure
1.7.3 Resource Utilization
Resource utilization is the efficient and effective use of an organization's
resources when they are required. An enterprises resource can include
such things as financial resources, human resources and physical
resource.
➢ HR Resource Utilization
HR resource utilization means the fully utilization of human resources in the
Bank. ADBL has fully utilized its HR resources. The Bank is neither under
employed nor over employed. The HR resource is fully managed and utilized
properly.
➢ Financial Resource Utilization
Financial resource utilization is the utilization of money available for spending
in the form of cash, liquid securities and credit lines. ADBL has also
invested in different hydro sectors but because of political instability it is not
completely possible. So, banking sector cannot grab the resources available in
our surroundings. ADBL has to invest their finance in different sectors (such
as; health and education sector, developmental sectors and so on) in a
manner that minimizes banks cost arising from wastage and lost opportunities
due to delays in operations and idle or non-productive resources.
➢ Physical Resource Utilization
Physical resource utilization refers to the utilization of equipment and tools,
inventories, storage, production and distribution facilities provided by bank.
ADBL has sufficient number of branch offices, buildings, automobiles, office
equipment and so on. The bank has enough physical infrastructures needed to
run an operation. There’s neither unnecessary equipment available nor less
than needed. The
physical resource of the bank is properly managed and utilized. There are
overall 4 computers and 5 telephone lines available in ECC department of
ADBL only.
Thus, the finance resources, Physical resource and HR resource are utilized
by the bank where it’s needed.

1.7.4 Social Responsibility

Agricultural Development Bank Ltd has conducted a various activity
for the welfare of the community. Some of the social Responsibility
conducted by ADBL are
➢ Computer Handover (march-27th-2016)
➢ Working with Bagmati Safai Abhiyan (July-11th2017)
➢ Provided Rs.3 lakhs as financial assistance to Child Development Society
(August-16th-2017)
➢ Helping 3 orphan children for their study (Novenber-18th -2017)
➢ Distributed benches and desk to Maha Laxmi Basic School in the occasion of the
bank's Damak branch opening. (May-28th-2018)
➢ Done various cleaning in Bagmati and other provinces (2019)
➢ contributing for building a clean and healthy society by connecting infrastructures
such as dustbins, drinking water, hand washing tanks etc. in different places
through various programs. (2015 Onwards)
 CHAPTER – 2

JOB PROFILE AND ACTIVITIES PERFORMED

During two months of my internship period in ADBL, I was placed in various
departments where I performed lots of activities and solved various problems. This report
also focuses on the activities performed by the interns in the department of the bank.

2.1 Job Profile

As an intern I got to know many operations of Agricultural Development Bank Ltd but
in ledger and cash departments many things were still left untouched. I was not allowed
to know everything in the bank as there were confidential information and that could be
leaked so there was a restriction for interns which didn’t allowed me to learn to my
capacity. But still I have learnt many things and all thanks to ADBL.
➢ Customer Service Department (CSD)
Customer service department is the front desk of the bank where the customers first
interact with the bank as soon as they enter the bank’s premises. A bank’s customer
service department is often the first (and sometimes the only) personal contact to a
customer. The customer service department plays an important role in the survival and
continued functioning of any bank. The service provided by CSD gives an overall
impression about the bank so it is one of the major departments in bank. Major functions
of the department that affect an entire bank include public relations, positive company
culture, and customer retention. Its main objectives are to serve the customer and
provide the maximum satisfaction by their full support band effort. The problems faced
by the customers are also taken care in this department.
➢ Cash Department
Cash department refers to management a broad area of finance involving the managing,
collection, handling, and usage of cash that import and export in bank. It is the important
part of General Banking. It is the most important department of the bank where there
should be direct interaction with customers. Cash department should be placed in a
branch from where manager can watch everything from his table either clients or the
vault. Usually, cash department receives and pays cash directly which work as a media to
communicate with the clients. Some register books use in the cash department are
receiving cashier’s book, payment cashier’s book, cash balance book, vault register or
safe–in and safe-out register, key register, remittance registers.
➢ Loan Department
Loan department is concerned with measuring the extent of credit availability. The
function of this department is to examine the eligibility of the concerned party to
determine whether to provide the loan or not. The process involved in it are pre-sanction
(it includes reporting, follow up, performance evaluation of industry, branch monitoring
in item of credit, consortium finance). When one bank cannot provide the loan as
required by the borrower it make joint agreement with another bank to meet the amount
required called as consortium finance. ADBL has developed new credit product like
housing loan, education loan, auto loan, term loan, mortgage personal loan, personal loan,
loan against fixed deposit, loan against share etc. It prepares a legal document format to
lend a loan recovery by the process of follow up. It prepares any kind of documents as
required by the credit departments from time to time.
➢ Electronic Cheque Clearing (ECC)
ECC department in Nepal is operated by Nepal Clearing House Ltd. The presenting bank
sends an electronic image of the cheque along with the relevant information like the
MICR code line data, date of presentation, presenting bank, etc., to the clearing house.
The clearing house forwards the images along with data files to the drawee/ paying bank.
The paying bank branch takes the ‘Pay’ or ‘No-Pay’ decision based on the image of the
cheque.
➢ Remittance Department
Remittance is the foreign earnings sent by the Nepalese people from abroad to their
families and friends. It is the fastest way to transfer money from one place to another.
Everest Bank Limited, operating under the guidelines set by The Government of Nepal
and Nepal Rastra Bank, offers one of the safest and the most secured means of money
transfer to Nepal. Remitters can send money to Agricultural bank from any part of the
globe through our correspondent banks, exchange houses and banks in the Middle East
and using Himal Remit and Western Union, our in-house remittance software.
➢ Fixed Deposit
 A fixed deposit is a financial instrument provided by banks which provides investors a
higher rate of interest than a regular savings account, until the given maturity date. It
doesn’t not require the creation of a separate account if you have general account of the
bank. Fixed deposit can be used as a collateral for a loan purpose. ADBL provides
interest rate prescribed by NRB.

2.2 Activities Performed

During internship period of two months in ADBL Gunajangar branch, it helped to gain
the knowledge on how the employees work under hierarchy and about the organization’s
design and structure also about the flow of chain of command in a real organization.
Thus, the departments of ADBL observe the overall statistics, its function and vision of
the internal banking and its ability to work to get developed in banking industries in
Nepal. Some of the departments where I worked as intern in ADBL are discussed
below:
➢ Customer Service Department
➢ Fixed Deposit
➢ Mobile and Internet Banking
➢ Loan Department
2.2.1 Customer Service Department
The main purpose of this department is to provide various services to the customers who
visit the bank. It is the important department of an organization. It basically details with
the issue of cheque book, the opening and closing of various types of account as per the
customer requirement, the maintenance of bank statement, provides various cards such as
ATM, Credit card, SMS banking, Debit card, etc. Main task I performed during my
internship are
➢ Account Opening
At ADBL Gunajangar, branch office, I got to learn about account opening, where I was
given a task to help customer for filling the form to both individual and corporate
customer and check if the required documents are complete or not. After checking the
documents and the form if it is filled up properly or not, I had performed a software
scanning called AML check and only then an account for individual and corporate are
opened only if the AML screening is clear.
➢ Balance Inquiry
As CSD is front desk of the bank, customer directly comes to interacting in this
department. I got to learn about the process of balance checking because the first thing
that any customer would want to know was the balance they have on their account. I was
taught to tell the balance only if the account holder is asking which can be identified
through their signature card and other were allow to know the balance
➢ Providing Bank Statement
A bank statement shows the entire banking transaction of the account. I was trained how
to print bank statement for individual customers, and corporate customer. For individual
customer they need to fill up the bank statement request form with their account number,
name, date from when they want the statement and most importantly, their authorized
signature. But for the corporate customers, if they sent a third party to receive a bank
statement, they need to write an application with their account number, authorized stamp,
proprietor’s authorized signature and receiver’s name, mobile number and identity card.
After verifying the authorized signature only then I was allowed to provide bank
statement.
➢ Printing and Providing Cheque
A Cheque is the most needed thing for account holder. I was trained how to print cheque.
If the customer is issuing a cheque, requisition slip should be filled up including their
account number, account name and authorized signature. The customer who issue a
cheque for a first time can get only 10 leaf of cheque and for second and more than that
customer can get more than 10 leaf. If third party receives the cheque bank need to record
receiver name, mobile number and identity card before providing a cheque to them.
➢ Mobile Banking and Internet Banking
Mobile banking and internet banking are software that allows customer to enquire the
balance, fund transfer, getting statement and so on. ADBL has taught me about the
process of activation and deactivation the customer mobile banking and internet banking
as per their request. The customer needs to fill up the mobile banking form with their
name, mobile number and their authorized signature. The customer need to fill up
internet banking form with another additional terms and condition, including account
holder name, e-mail address and authorized signature And the mobile banking system
and internet banking system are activated through intranet software only after the
verification of the provided signature.
➢ Account Closing
At ADBL Singhadurbar head office, I got to learn about account closing as well
which is performed if the customer does not want to operate their account for
certain reasons, they need to bring some documents like; original citizenship for
individual customer and all the original certificates with members agreements for
corporate customers. To close an account, an account holder need to bring all the
products and services provided by the bank such as, cheque book, ATM Cards
and so on and their account should be KYC updated.
2.2.2 Fixed Deposit

As fixed deposit is very beneficial as income source for both customers as well as
banks prospective. So, I had to be very careful and humble towards the customers
in order to add new ones or to retain old ones. Firstly, I had to provide them fixed
deposit form to fill their required details. After then I had to carefully check
amount, time period for fixed deposit, provided details and verification of
signature. After all I had to pass filled form to my supervisor had to do all the
entry work. Furthermore, all the transaction must be recorded in separate file.

2.2.3 Mobile Banking and Internet Banking

Mobile banking and internet banking are software that allows customer to enquire
the balance, fund transfer, getting statement and so on. ADBL has taught me
about the process of activation and deactivation the customer mobile banking and
internet banking as per their request. The customer needs to fill up the mobile
banking form with their name, mobile number and their authorized signature. The
customer needed to fill up internet banking form with another additional terms
and condition, including account holder name, e-mail address and authorized
signature and the mobile banking system and internet banking system are
activated through intranet software only after the verification of the provided
signature.

2.2.4 Loan Department

➢ CIB Report
At ADBL Gunjanagar, branch office, I got to learn about CIC. CIC provides the
credit history and credit information of the individual and corporate customer
through CIB .CIC report is downloaded and viewed whenever a new and existing
customer comes to take a loan or for the renewal of loan at the bank to know their
 credit history in all the banks to know either a customer has been blacklisted or
not.

➢ PPMO:
PPMO has vision to establish a centralized e-Government Procurement system for
nationwide public procurement management .Whenever a customer apply for a
guarantee like Bid Bond, Advance payment guarantee, Performance Bond
Guarantee. I have verified PPMO through online and if error is seen reporting to
manager and accumulation of Bid Fee of Clients. Scanning Verified Bid Bond
and mailing detail to the trade finance. Submission and mailing guarantee form to
trade finance. Preparation and record of official document of individual and
company.

2.3 Problem Faced and solved

During the internship period, I faced various problems and solved them either by self or
by connecting the problem to the concerned staff.
➢ Problem 1: Once a customer tried to enter the bank after the bank was closed
,they were tensed and were trying to enter so, at that time I was leaving and they
told me that the lost their ATM Card and Pin was in the same purse with Atm.

Solution: I took their Account No. and I told all their problem to the staff who is in
charge of ATM card and she blocked their ATM card. Luckily, there was no withdrawal
from that ATM card.

➢ Problem 2: One customer who had an account in ADBL came to complain that he used
his ATM card in ATM booth of Nabil bank, his account was deducted by Rs 15000 but
he didn’t receive cash
 Solution: I consulted this problem with the concerned staff and the staff checked his
statement whether the amount is deducted or not. Then internee advised the customer to
write a request letter to Nabil bank and helped him. Then the concerned staff sent e-mail
to Nabil Bank.
➢ Problem 3: Once the customer informed through phone for KYC update visited KYC
section when it was too busy, and the customer was 67 years old. He was unable to fill
the form.

Solution: I prioritized the customer for his comfort and filled up his KYC update forms,
convincing other customers to wait for few minutes and asking for apologies with him for
being few minutes late.
➢ Problem 4: Once the customer came and complained that she never gets the
messages from the bank when she does transactions in her account (depositing
and withdrawal). So, there was the problem in mobile banking.

Solution: I consulted this problem with the concerned staff and the staff checked
whether the customer is activated on the mobile banking services of the bank and
found that the customer’s account was not registered for SMS alert service. Then
internee advised the customer to write a request letter and helped her. Then the
concerned staff adds SMS alert service to the customer’s account.

2.4 Intern’s Key Observations

Through internship, I developed communication, interpersonal skills and built the
knowledge base about a specific field. I practice a higher level of responsibility and
confidence, understood the gap between theoretical knowledge and practical field got
familiarized with office equipment and understood the similarities between bank and
college culture.

➢ Organization Culture
Organizational culture is a system of shared assumptions, values, and beliefs which
governs how people behave in organizations. Organizational culture at ADBL is quite
impressive and maintained. The staffs of the ADBL are punctual about their working
time and they have their proper dress code of the bank which makes them smart.
➢ Working Environment
The working environment of ADBL is very friendly. The staffs of ADBL make the
intern feel free to ask about the job and moreover they also provide information if it is
required for intern. Similarly, there is an advance working process and the modern
technology used for functioning. While working in the bank as an intern I observed
many things but main things that are only observed are the key to understand the bank
and its operating process.
➢ Co-operation by Co-workers
Cooperation in the workplace with co-workers is integral to the ability of all workers to
complete projects and assignments successfully. An effective workplace requires
employees who know how to work together to get the job done. The co-workers at
ADBL Gunajangar were really very cooperative. I feel very much comfortable to work
with them. When I do something extraordinary, the in-charge head appreciate the job.
Thus, I got to know how the work is done and how the staffs interact among themselves
and with the customers.
➢ Behavior of Supervisor
Supervisor is a person in the first-line management who monitors and regulates
employees in their performance of assigned or delegated tasks. At ADBL Gunajangar ,
branch office, Mr. Ramesh Mishra (Department head of ADBL Gunajangar branch
office) supervises the employees and so to the internee. However, the respective
department in- charge plays the immediate supervisor of interne.
➢ Working Process and Technology
Technology is one of the major factors that minimize the operational cost and increase
the efficiency. ADBL has all the latest technologies and modern working process for
functioning. ADBL is well equipped and had recently updated the banking software
Temenos t24. The bank has computers and printer in each department, CCTV cameras to
supervise, cash counting machine and so on for the effective work processing. During my
internship period, I observed that CCTV cameras are very helpful for the supervision of
workers and to get detailed footage of every activity to reduce conflict and robbery in
near future at bank.
 CHAPTER – 3

LESSONS LEARNT AND FEEDBACK

While working at ADBL as an intern, I had one of the great experiences, which will be
very helpful in my future life. I am now more visualized about the bank. Bank should
have potential and skilled manpower. No matter what is their qualification, they must
give 100 percent in their work. It is the idea and innovation of staffs that leads the bank to
the success. Through internship, the internee has developed communication,
interpersonal skills, somewhere leadership skills and built the knowledge base about a
specific field.

The internee practices a higher level of responsibility and confidence, understood the gap
between theoretical knowledge and practical field got familiarized with office equipment
and understood the similarities between bank and college culture. There is advance
working process and modern technology used for functioning.

3.1 Key Skills Learnt

Gap between theoretical knowledge and practical knowledge can be observed during
internship period. Internship provides an opportunity to work and get knowledge and
skills required at that workplace. Some skills that I learned at Agricultural Development
Bank Ltd are as follows:
➢ Operation Skills
I learnt to make different entries while recording the ledger and opening the account of
the customers. I learnt to post the transactions in the computer and also, I learnt to open
and close different types of account, learnt about the withdrawal and deposit process. I
learnt the process of transferring and E-deposit. I learnt the process involving in primary
market. I learnt to identify different type’s legal documents.
➢ Communication Skills
The regular interaction with the customers helped me a lot to develop communicating
skills. I came to know about, how to present oneself in front of the customers in such a
way so that customers feel satisfied in every aspect about their queries that had been
presented. Convincing power to the customers increases while dealing with them. Learnt
to deal various commercial as well as others levels bank staffs.
➢ Interpersonal Skills
As working in the Agricultural Development Bank Ltd I developed interpersonal skills
to communicate with others easily in the bank. I had to talk and understand every
employee and their demands and queries. I developed mass facing ability, facing various
types of customers.
➢ Technical Skills
Before internship I was unable to use any of the technical instruments like printers,
computers, scanner and different software of the bank. Hence, I learnt the basic necessary
skills for operating, printing, using computers, scanner and software after internship and
it was only possible because bank placed me in customer care department and electronic
cheque clearing department and taught to perform activities related to it.

3.2 Attitudes Learnt

As the intern in the ADBL, I learned few other things apart from the skills and that is
attitudes toward the organization and co-workers. I used to feel uncomfortable, nervous
while interacting with anyone but after completing my internship I am boosted up with
confidence as I learnt attitudes like, to boost confidence level to communicate and co-
ordinate with strangers who lacked before working in this organization. Some other
attitudes that I learned during my internship are follows:
➢ Positive Attitude
The positive attitudes that were developed are as follows.
 I found most of the staffs in the organization were helpful and co-
operative which helped me to gain working knowledge and perform
different tasks.
 I was punctual and obedient towards my work and organizations
management that help me to drive positive attitude towards management.
 I learnt that behavioral issues are the most important inside the
organization. Customers feel satisfied when they are behaved properly.
 The working environment of ADBL Gaushala, Kathmandu branch office
was very friendly, comfortable and satisfying which gave me energy to
work more actively.
 ➢ Negative Attitude
Some of the pleasing work at ADBL Gunjanagar, branch office gave me positive attitude
but there are some negative approaches as well that I suffered during my internship
period are as follow.
• Many customers are not satisfied with ECC, remit, share and machines provided
by the bank.
• Loafing of by some team members could lead to huge negative impacts on the
overall team performance.
• I perceived that employee showed different assertiveness towards different
customers.
• Many customer are not satisfied with changing bank policies and Kyc updates.
Specifically, there are various attitudes toward different people and environment and
some of them are as follow
➢ Attitude Learnt Towards Customers
I learnt both positive and negative attitude towards customer. Some customers behave so
well and behavior of some customers was not so good. Sometime it was difficult for me
to handle all customers at a time and they have to wait for a minute.
➢ Attitude Learnt Towards Supervisor
My attitude towards supervisors was positive. Supervisors use to visit my department in
the bank and help or advise me if I got any trouble while working. Supervisors helped on
making banking environment familiar to intern in their internship period in ADBL
➢ Attitudes Learnt Towards Co-worker
As working as intern in the bank, I came to know that some co-workers were polite and
some were not. Most of the co-workers in the bank were helpful and co-operative, they
helped me in learning process and gave me an idea about how to perform various
activities which help me to build positive attitude toward them. They encourage me to
work in team and create good working environment in bank.
➢ Attitude Learnt Towards Working Environment
On my eight weeks of internship period, I was familiar towards the working environment
of ADBL. I found working environment of the bank was good for all intern and
employee because of which I perform my work without any disturbance. Working
environment of bank was friendly, comfortable and satisfying for intern and employee.
➢ Attitude Learnt Towards Overall Perception
Before starting intern, I used to be uncomfortable and nervous while interacting with
anyone. But, during internship period I deal with different customers and agents which
help me to build my confidence level. I was introduced as a team member and was
assigned various activities that had to be performed in a team, which help me to increase
my team work skill while working at ADBL. So, my attitude towards overall perception
of the bank was positive.

3.3 Feedback to the Bank

During the internship period, it was discovered that the bank has been performing its
functions very effectively through the coordination and efforts of the bank employees and
the administration. ADBL also accepts deposits and lending loans, which seemed to be
passiveness of the bank. But now the bank has analyzed the current growing scenario of
the banking scope and thus increased its pace of banking transactions and strategies. The
financial position of ADBL is concluded to be in strong position. The bank has provided
loan on unproductive sectors for short, medium, and long term. Besides these, ADBL
seems to be not satisfying its customer needs properly. Customers are unsatisfied due to
its slow working procedures and low interest rates on its products and services. Still the
bank needs to review the management and adopt the better technologies. The working
method is too slow. Every transaction is posted manually into register and then into
computer, which makes work lengthy and complicated too. More training must be
provided to the staff in short interval of time so that they become familiar with the new
modern technology. Moreover, staffs are not familiarized with the lasted skills and
technologies. Traditional procedures are still adopted, which certainly delays service
delivery and leads to customer dissatisfaction. This must be stopped by upgrading the
technology used in the bank and its branches. However, there are few things to be
checked upon, within the bank and they are as follows:
 • Photocopy machines should be in a condition and it should be quite
enough to facilitate all the staffs.
• The organization should improve its departmental overload which is now
for few staff only.
• The operations should be systematized in proper flow of the work.
• The bank should provide adequate resource plan and policies for career
development, reward, and facilities on the basis of performance.
• The bank should initiate the systematic record –keeping. The scientific
system should be used while filing. The indexing should be encouraged.

3.4 Feedback to the College/University

The internship program is to be conducted by the students as per the requirement of the
university. It is also a responsibility of the college to provide good and practical
opportunities to the students to impart the real-world situations. The experience from the
workplace can help interns to gain necessary skills and knowledge that can improve their
career. Therefore, here are some proposals for the college/university.
• The time period for the intern should be extend more so that they can develop
their skill, knowledge and the job experienced and also can learn the
organizational culture.
• Regular monitoring should be done by the supervisor regarding the involvement
of the students.
• University should do negotiation with some big industrial houses, and financial
institutions so that there won’t be any hurdles for students while searching
internship.
• The college should conduct different types of educational programs and invite the
organizations so that they will be aware about the talent of the students.
• The internship program would be effective if it was in the eighth semester. It
would be easier for the student to join the organization if an offer will be made.
In spite of all I would like to thank to Tribhuwan University and Saptagandaki
Multiple Campus, for giving such mind-blowing course structure, extremely ace
designating
teachers, and better environment and giving such passage level position undertakings to
get the learning of organization under studies.
REFERENCES

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APPENDICES

APPENDIX-1

All Branches of Agricultural Development Bank

APPENDIX-2
Interest Rates of Agricultural Development Bank
Limited
APPENDIX-3

Financial Report of Agricultural Development Bank