CHAPTER I

1 Introduction
1.1 Background of Internship
The banking sector is largely responsible for collecting household saving in terms of
different types of deposit and regulating them in the society by lending different sectors
of economy. The different sector has now reached to the most remote areas and has
experienced a good deal in the growth of the economy. By lending their resources in the
small-scale industries under intensive banking program has enabled the banks to share in
the economic growth of the economy. Banking concept existed even in the ancient period
when goldsmiths and the rich people used to issue the common people against the
promised of safe keeping of their valuable items on the presentation of the receipt; the
depositors would get bank their gold and valuables of the paying a small amount for safe
keeping and saving.
Bachelor of Business Management (BBM) as the name suggests is a bachelor degree in
business management. BBM program is designed with the objective of producing middle-
level managers. It is a four-year program divided into eight semesters.
The internship report entitled “Activities Performed at Customer Service Department of
Nabil Bank Limited, Thali Branch” is undertaken as per partial fulfillment requirement of
BBM program. The report is based on internship experience of working as an intern in
Nabil Bank Limited, Thali Branch. The report furnishes details of work done as an intern
in Customer Service Department (CSD). A company’s customer service department is
often the first (and sometimes the only) personal contact a customer will have with a
business. This point of contact establishes your business image in the mind of your
consumer. Thus, properly setting up your customer service department can be a critical
step that will affect many other aspects of your business operation.
CSD is the core department of any bank. It is responsible for all the primary work
ranging from enquiry for service, account opening, and issuance of cheque and ATM
cards, balance enquiry, counseling for the services available till the settlement of account.
The CSD provides its customer all the services they require with tender. The CSD at
Nabil Bank was aimed towards understanding the need of customer, designing the
customer service program to reflected the company’s value and culture and it also aimed

1
at regularly updating the information regarding their customers thoroughly customer
profile update namely, Know Your Customer where the detail description of customer is
to be filled which contains the personal description, Family description and financial
details.
To meet the requirements of the internship program, I chose to work at Nabil Bank
Limited, the first joint venture bank in Nepal. I picked Nabil Bank because I am
interested in the service industry. This report shares my experiences while working in the
Customer Service Department (CSD) at the Thali Branch of Nabil Bank from January 15,
2025, to March 19, 2025. During my internship, I got the chance to take part in many
tasks handled by the CSD team. After spending over two months at the bank, I have
learned a lot and gained many new experiences, which I have included in this report. I
also feel that this internship will turn out to be more than just about completing
documents and attending meetings — it will be a meaningful learning journey for me.

1.2 Objectives of the Study

The internship report is undertaken for the partial fulfillment of the requirements for the
degree of Bachelors in Business Management. The general objective of this field report is
to explore the applicability of theoretical knowledge in practical workplace and develop
the managerial and communication skills to tackle the real-life situations by observing
and understanding the culture and ethics of the corporate world. The specific objectives
of the report are:
i. To assist customers in account opening procedure of the bank.
ii. To handle with other documents such as issuing check book of the customers.
iii. To handle the telephone calls to provide the information about banking services.
iv. To identify the various products and services offered by the bank.

1.3 Methodology
The report encompasses a wide range of data that has been collected from various
sources. Both primary and secondary sources of data have been used. The internship
report has been designed to give clear picture of the activities performed in Nabil Bank
Limited. This study is mainly descriptive in nature where the facts and finding are
prescribed in systematic manner.

2
Primary sources include:
i. Observing daily work activities
ii. Talking with customers and staff members
iii. Gaining hands-on experience by taking part in daily operations
Secondary sources include:
i. Nabil Bank Limited’s annual and financial reports
ii. Various books, journals, and publications
iii. The official website of Nabil Bank, as well as NRB (Nepal Rastra Bank)
directives and related laws.

1.3.1 Organization Selection

As per the requirement of BBM program, the internship program is compulsory
requirement for the completion of BBM degree. Being a student of Bachelor of Business
Management concentrating in finance, I choose to get myself involved in renowned
banks in Nepal. In course of making a choice, I decided to accomplish my internship in
Nabil Bank Limited, which is one of the reputed banks to stand as the competition to
become leading commercial bank. As bank is also an organization which needs
marketing, it matches the area of specialization. Therefore, the approach was made to the
bank by providing necessary documents such as CV, mark sheets, etc. and sooner got the
opportunity to work as an intern and get the amazing experience of working in wonderful
environment and exploring the knowledge. Choosing the right organization for an
internship is very important. Interns should select a place where they can learn about how
a business works, grow their confidence, and improve their communication and social
skills. It’s important that the organization matches the intern’s interest and goals. My
college gave me a recommendation letter, which I submitted along with my CV to the
Human Resources Department (HRD) at Nabil Bank’s Thali office in Kathmandu. After
checking my documents the main office at Thali Branch sent me an appointment letter. I
was then placed at the Thali Branch for an eight week internship starting from 15th
January, 2025 to 19th March 2025.

1.3.2 Placement
For eight weeks, from January 15, 2025 to March 19, 2025, the intern working the
Customer Service Department (CSD) at Nabil Bank Limited, Thali Kathmandu. After

3
meeting with the Operation In Charge (OI) on the first day, the intern was assigned to the
CSD under the supervision of Mr. Sanjeev Wagley, the department head. The intern
worked in the customer service department for the duration of the internship and
participated in a variety of daily tasks. The intern gained practical experience handling a
variety of duties and responsibilities. The intern had a seamless and worthwhile learning
experience thanks to the staff member’s encouragement and improved understanding of
the work procedures.

1.3.3 Duration
According to FOM, TU, the internship last eight weeks, or six credit hours, of work at the
company. In order to fulfill this requirement, an internship was completed for eight
weeks at the Thali Branch of Nabil Bank Limited from January 15th to March 19th,
2025. The office hours was from 9:30 Aam to 5PM on all working days other than
Friday. According to the bank’s schedule, the office hours on Friday was from 9:30 AM
50:3PM. The internee spent the whole internship in the Customer Service Department
and the bank kept an eye on their performance and activities.

Table 1 1Overview of Placement and Duration of Internship

Name of the organization Nabil Bank

Branch Thali,Ktm
Position Intern
Internship Department CSD
Supervisor Sanjeev Wagley
Designation of Supervisor CSD Head
Internship Duration 8 weeks
Working Hours 9:30 AM to 5PM
Working Days 6 days a week
Joined Date 15th January,2025
Completion Date 19th March,2025

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Table 1 2 Duration of Internship

1st
2nd 3rd 4th 5th 6th 7th 8th
Week wee
week week week week week week week
k
Orientation and
Department Overview
Observing Customer
Interaction
Front Desk Assistance
Document Handling
and Filing
Learning Customer
Queries
Assisting in Form
/Guiding Customers
Weekly Supervisor
Feedback
Final Report
Preparation

1.3.4 Activities Performed in Organization

During the eight week internship, the intern was placed in the Customer Service
Department (CSD) according to the rules and policies of the bank. Throughout the
internship, the intern had the chance to be involved in various activities and learn about
the different banking processes and functions. Although the intern did not have full
access to their bank’s system, valuable knowledge and experience were gained by
interacting with customers and staff members.
Below are the main tasks performed during the internship at Nabil Bank, Thali Branch:
i. Welcoming and assisting customers
ii. Handling phone calls and answering customer questions
iii. Helping with balance inquiries and providing bank statements
iv. Scanning important documents
v. Distributing cheque books and debit cards, and recording them in the register
vi. Assisting customers in filling out application and other banking forms
vii. Helping with DEMAT account opening and C-ASBA registration forms

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viii. Filling out different types of forms such as KYC, DEMAT,Time Deposit/Fixed
Deposit, IPS, and RTGS forms
ix. Filing and organizing documents
x. Clearing cheques through the NCHL system

1.4 Limitation of the Study

Even though the internship was a valuable learning experience, there were a few
challenges and limitations during the eight-week period. Some of the main ones are listed
below:
i. Eight weeks was a short time to fully understand all the tasks and responsibilities
of the department.
ii. Since the staff members were often busy, it was sometimes hard for the intern to
get full guidance or detailed explanations.
iii. This report only talks about the departments where the intern was placed. It does
not explain the work of other departments in the bank.
iv. The intern was not allowed to use the banking software, which made it difficult to
understand how real transactions and data entries are done.
v. All the information and learning in this report are based only on the experience at
the Thali ,Branch of Nabil Bank.

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 CHAPTER II
BRIEF INTRODUCTION OF BANKING INDUSTRY
2.1 Introduction
Bank is a financial institution that deals with monetary transactions. It serves as a
financial intermediary. The main function of bank is accepting deposits and advancing
loan. Bank collects scattered money from public in the form of deposit by providing them
certain percent of interest and distributes the accumulated fund to others, who are in need
of money by charging certain percent of interest which is higher than interest given to the
depositors. Nowadays, bank provides financial as well as non -financial services to its
customers. Bank plays vital role in money mobilization to enhance total economy of a
country. The monetary policies of governments are also executed through the banks
(BAFIA, 2006).
Banking sector plays a vital role as a financial intermediary in the economic development
of the country. The word "Bank" is derived from Italian word "Banco" which means the
place for keeping, lending, and exchanging money. The bank is the financial institution
which deals with money transaction. It is a financial intermediary, takes place for
keeping, lending, and exchanging money.
The Bank is the institution which deals with money transaction. It is a financial
intermediary, where intermediation takes place between the surplus holders of fund. The
banks accept deposits from general public, corporate bodies and private organization and
deploy those deposits for profitable purpose in the form of loans and advances. In others
words, it performs the task of inter linkage between the lender and the borrower of funds.
Bank is a financial institution which accepts deposits from the public in different amounts
and grants loan to individual and corporations against their securities. In these days, it
performs a wide variety of functions. It does lot more than deposit and credit, remittance
of money, letter of credit, bank guarantee, collects incomes commissions and pay
expenses for the service. Banks and financial institutions perform many important
functions that help individuals, businesses, and the overall economy. One of their main
functions is to accept deposits from people and keep their money safe. They also provide
loans to those who need money to buy a house, start a business, or invest in education.

7
Another key role is facilitating payments, such as helping people send or receive money
through cheques, cards, or online services.

2.2 Origin of Bank and Financial Institution

The word “bank” is derived from the Italian word "banco", Latin word "bancus" and the
French word "banquet” which means bench on which the bankers would keep money and
its records. In most simple form, banking is an old as authentic history. The early
bankers, the Jews in Lombardy, transacted third business at benches in the marketplace.
When they were unable to meet their liabilities, the depositors used to break their benches
and the term bankrupted was derived.
The bank of Venice, established in 1157 A.D is supposed to be the ancient bank.
Originally, it was not a bank in the real sense being simply an office for the transfer of
public debt. Subsequently, Bank of Barcelona (1401) and Bank of Geneva (1407) were
established. The ‘Bank of England’, first English Bank was established in 1694
A.D. Banking institutions have then changed in character and contents to the further
extent. They have developed from a few simple operations involving satisfactions of a
few individuals wants to the complicated mechanism of modern banking involving the
satisfaction of the whole community by serving speedy application of capital, slowly
seeking employment and thus providing the very lifeblood of commerce. The history of
banking is closely related to the history of money. As a society become more civilized,
the need for more efficient methods for barter was developed organically. Most origins of
money can be traced back to the building of large structures such as temples, or large
undertaking by leaders, such as wars. (World Bank, 2024)
The first bank was probably the religious temples of the ancient world and were probably
established sometime during the 3rd millennium B.C. Banks probably predated the
invention of money. Ancient Greece holds further evidence of banking. During Late
Antiquity and Middle Ages, medieval trade fairs, such as the one in Hamburg,
contributed to the growth of banking in a curious way: money changers issued documents
redeemable at other fairs, in exchange for hard currency. The Bank of Venice and the
Bank of Genoa continued to operate successfully until the end of the 18th century. The
'Bank of England' the first English bank, was established in 1694 A.D, marking a pivotal
point in modern a pivotal point in modern banking. Napolean founded the 'Bank of

8
France' in 1800 AD. The 19th century comes with vast scope of development of
commercial banking. According to the World Bank (2024), the 20th century saw the rise
of diverse and highly specialized banking institutions, especially in advanced countries
such as the United States and the United Kingdom.

2.3 Banking Evolution in Nepal

The history of banking in Nepal may be described as a component of gradual and
ordinary evolution in the financial and economic sphere in the Nepalese life. Even now
the financial system is still in the evolutionary phase. The establishment of "Kausi Toshi
Khana" as a banking agency during the time of King Prithvi Narayan Shah and the
"Tejarath Adda" can be regarded as the initial steps in the direction of start of banking
development in Nepal. In the context of Nepal, the development of banks can be
summarized in three phases:
i. Phase I:
The establishment of Tejarath Adda during the tenure of Prime Minister Rannodip
Singh in1993 B.S. was the first step towards the institutional development of
banking in Nepal. It was fully subscribed by the government in Kathmandu.
Tejarath provided credit loans to the general public at 5% interest rate on
securities i.e., gold, silver and the other ornaments. Its objectives were to provide
loans and credit to the general public but it failed to accept deposits from them.
Phase I: Initial Banking Efforts
 Establishment of Kausi Toshi Khana during the reign of King Prithvi
Narayan Shah.
 Establishment of Tejarath Adda in 1993 B.S. during Prime Minister
Rannodip Singh's tenure.
ii. Phase II:
During the time of Chandra Shamsher, credit facilities of Tejarath were extended
by opening its branches. Later, Tejarath was replaced by the first commercial
bank, Nepal Bank Limited established on 30th Kartik 1994 B.S. is the first
commercial bank in Nepal with authorized capital of 10 million rupees. Then
Nepal Rastra Bank was established on B.S,2013.01.14 as the central bank under
the Nepal Rastra Bank Act 2012 B.S. (NRB Act, 2058). Its function was to

9
 supervise commercial banks and to guide the basic monetary policy of the nation.
In 2013 B.S, Industrial Development Centre was established and later it was
converted into Nepal Industrial Development Corporation (NIDC) in 2016 B.S.
As the monetary transaction got more complicated on 2022.10.10, Rastriya
Banijya Bank was established as a fully government owned commercial bank.
Phase II: Expansion and Formalization
 Expansion of Tejarath Adda under Prime Minister Chandra Shamsher
 Establishment of Nepal Bank Limited on 30th Kartik 1994 B.S.
 Establishment of Nepal Rastra Bank on 14th Baisakh 2013 B.S.
 Establishment of Industrial Development Centre in 2013 B.S.
 Conversion of Industrial Development Centre to Nepal Industrial
Development Corporation (NIDC) in 2016 B.S.
 Establishment of Rastriya Banijya Bank on 10th Ashwin 2022 B.S.
 Agricultural development bank was the established on 2024.10.07 to help
the agricultural side of the country.
iii. Phase III:
To operate all commercial bank uniformly under single act, “Commercial Bank
Act 2031” was enacted. According to the Nepal Commercial Bank Act of 2031
BS “Commercial Banks are banks that deal with the money exchange, accepting
deposits, advancing loans and the other commercial transactions except some
special function done by specified cooperative, agriculture and industrial bank”.
In 2041 B.S. Nepal Government established five rural development banks under
the control and supervision of Nepal Rastra Bank. The establishment of these
banks helped in spreading the banking services to both urban and rural areas but
banking services to the customer satisfaction was still far.
After the establishment of democracy, the government has taken liberal policy in
banking sectors so different private banks are getting permission to establish with
the joint venture of other countries. Nabil is the first joint venture bank as Nepal
Arab Bank. Similarly, two foreign commercial banks Nepal Indosuez Bank Ltd
and Nepal Grindlays Bank Ltd. Entered in Nepal in the form of joint venture and
the trend is continuing till today as many Nepalese owned banks are also running.

10
 Phase III: Modern Day Banking
 2031 BS: Commercial Bank Act was enacted to regulate all commercial
banks under one law.
 2041 BS: Government established five Rural Development Banks under
Nepal Rastra Bank.
 Post-democracy: Government adopted a liberal banking policy.
 First joint venture bank: Nabil Bank (formerly Nepal Arab Bank) was
established.
 Nepal Indosuez Bank Ltd. and Nepal Grindlays Bank Ltd. entered as joint
venture banks.
 Trend continues with the growth of both foreign joint venture and
Nepalese-owned banks.

2.4 Categorization of Licensed Banks and Financial Institution in Nepal

In Nepal, licensed banks and financial institutions have been categorized into Class A,
Class B, Class C and Class D on the basis of paid-up capital required to issue license.
Class A represents commercial banks, and there are 20 commercial banks in Nepal,
similarly, class B represents development banks and there are 17 development banks;
class C represents finance companies and there are 20 finance companies in Nepal, and
lastly class D represents micro-finance development banks and there are 52 microfinance
development banks in Nepal. (BAFIA, 2073)

2.4.1 Classification of Banks and Financial Institutions

Banks and financial institutions in Nepal are classified into four categories based on their
functions, capital requirements, and services, as per BAFIA, 2073 and NRB Act, 2058:
Table 2. 1 Types of BFIS in Nepal

Class List of Bank in Nepal Min Capital Req. Total No

A Commercial Banks 8 billion 20

B Development Banks 500 million - 2.5 billion 17

C Finance Companies 400 million - 800 million 17

D Micro Finance Institutions 10 million -100 million 52

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2.4.2 Central Bank Of Nepal
The Nepal Rastra Bank (NRB) is the central bank of Nepal, established on 14th Baisakh
2013 B.S. Under the Nepal Rastra Bank Act, 2012 B.S. It was founded with the aim of
regulating the issuance of currency, maintaining monetary stability, and supervising the
financial sector of the country. As the apex monetary authority, the NRB plays a crucial
role in shaping Nepal’s financial infrastructure and guiding the national economy. (NRB,
1955)
The core objectives of NRB include maintaining price stability, promoting a sound
financial system, managing foreign exchange, and supporting economic development
through effective monetary policy. It is responsible for the issuance of Nepalese currency
and serves as a banker to the Government of Nepal. Furthermore, NRB regulates and
supervises banks and financial institutions to ensure they operate within a stable and
secure framework, as mandated by the Bank and Financial Institutions Act (BAFIA).
In addition to its regulatory role, the NRB plays a significant part in foreign exchange
management, holding and managing the country’s foreign reserves and ensuring
exchange rate stability. It also oversees the payment systems, aiming to develop secure,
efficient, and modern financial infrastructure. Over the years, NRB has taken on a more
active developmental role by supporting initiatives that improve financial access and
literacy across the country.
The legal framework governing the central bank was strengthened by the enactment of
the Nepal Rastra Bank Act, 2058 B.S., which replaced the earlier 2012 B.S. version. This
act expanded the bank’s autonomy and clarified its responsibilities in maintaining
financial system stability and supporting economic growth. The bank is headed by a
Governor and supported by Deputy Governors, departments, and regional offices, which
together implement and monitor policies nationwide.
NRB performs several vital functions in the Nepalese financial system. It formulates and
implements monetary policy to maintain price and financial stability. It also issues
Nepalese currency and ensures a stable supply of money in the
economy(Shrestha.M ,2008). The bank regulates and supervises banks and financial
institutions to maintain trust and transparency in the financial sector. In its role as a fiscal
agent of the government, NRB manages public debt and government accounts.

12
Additionally, it manages the country’s foreign exchange reserves, regulates the foreign
exchange market, and promotes a safe and efficient payment system. Through these
functions, NRB ensures the soundness of the banking system and contributes to economic
development.
Here are the main functions of the Central Bank of Nepal (Nepal Rastra Bank) :
i. Issues money – Prints and supplies Nepali currency.
ii. Controls inflation – Keeps prices stable by managing money supply.
iii. Manages interest rates – Sets rates to influence loans and savings.
iv. Keeps foreign reserves – Manages Nepal’s foreign currencies like dollars.
v. Controls banks – Monitors and regulates other banks in Nepal.
vi. Supports the government – Helps manage the country’s money and debt.
vii. Manages foreign exchange – Helps set exchange rates and controls currency
trading.

2.4.3 Commercial Banks

A commercial bank is an institution that provides services such as accepting deposits,
provides business loans, and offering basic investment products. Commercial bank can
also refer to a bank, or a division of a large bank, which more specifically deals with
deposit and loan services provided to corporations or large/middle-sized business as
opposed to individual members of the public/small business (wikipedia, 2017).
Commercial banks accept various types of deposits from public especially from its
clients, including saving account deposits, recurring account deposits, and fixed deposits.
Commercial banks provide loans and advances of various forms, including an overdraft
facility, cash credit, bill discounting, money at call etc. Commercial banks introduce
different investment programs for people of all income levels.
There are 20 commercial banks in Nepal along with 17 development banks and 20
finance companies having paid up capital of not less than Rs. 8 billion, Rs.2.5 billion and
Rs. 800 million, respectively. The total core capital of commercial banks is 288 billion
rupees. Total deposits and loans of all commercial banks of Nepal is 2,093 billion rupees
and 1,736 billion rupees, respectively (as of mid- July 2017). Out of the total loan of
1,736 billion rupees, local currency loan is 1,710 billion rupees.

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Nepal bank limited is the first commercial bank of Nepal which was established in 1994
B.S. It is a semi-government bank. The second commercial bank of Nepal is Rastriya
Banijya Bank. It was established in 2002 B.S. After reinstatement of multiparty
democracy in the country, several joint venture banks were established, such as Standard
Chartered bank, Nabil Bank, Nepal Investment Bank, Himalayan Bank, Everest Bank,
Nepal State Bank of India, Nepal Industrial and Commercial Bank, Kumari Bank,
Machhapuchhre Bank, Bank of Kathmandu and so on. With the increasing in a number of
commercial banks competition among them have also become more complex.
Commercial banks perform several core and secondary functions. The secondary
functions of commercial banks can be divided into agency functions and utility functions.
Here are the main functions of a Commercial Bank:
i. Takes deposits – Collects money from people and businesses (like savings and
fixed deposits).
ii. Gives loans – Lends money to individuals and businesses.
iii. Transfers money – Helps send and receive money locally and internationally.
iv. Provides ATM and cards – Gives ATM, debit, and credit card services.
v. Helps in business transactions – Offers services like issuing cheques, drafts, and
letters of credit.
vi. Online/mobile banking – Lets people do banking from phones and computers.
vii. Foreign exchange – Buys and sells foreign currencies.

2.4.4 Development Banks

Development Banks in Nepal are financial institutions that support economic
development by providing banking services, especially in rural and semi-urban areas.
They focus on sectors like agriculture, small industries, tourism, housing, and
infrastructure. These banks help promote inclusive growth by giving loans and financial
services to people and businesses who might not easily get support from commercial
banks. They are licensed and regulated by the Nepal Rastra Bank (NRB) under the Bank
and Financial Institutions Act (BAFIA).
Here are some of the functions of development bank:
i. Provide loans for development - Give loans for farming, industries, infrastructure,
and tourism.

14
 ii. Support small and medium enterprises (SMEs)- Help small businesses grow by
offering easy loans.
iii. Encourage rural development- Focus on financial services in rural and remote
areas.
iv. Accept deposits- Take savings and fixed deposits from the public.
v. Create employment- Support businesses that generate local jobs.
vi. Promote entrepreneurship- Help new business ideas through financial and
technical support.
vii. Offer banking services- Provide normal banking services like withdrawals,
deposits, and remittances.
viii. Work with government programs- Support government schemes aimed at
economic and social development.
ix. Help reduce poverty- Offer financial services to low-income people to improve
their livelihood.

2.5 Present Scenario of Nepalese Banking Sector

After the restoration of democracy in Nepal, there has been tremendous development in
the banking sector. The economic and financial reforms have been undertaken by the
government which increase both number of banks and the types of services offered.
Banks are gradually shifting towards IT based solution to enhance service delivery in
order to address customer concerns. Banks have launched various products like E-
banking, ATM, and Mobile banking which facilitates several account queries tools,
including account balances, thereby minimizing the need for customers to visit banks.
Banks are gradually starting to realize that, in today’s competitive banking environment,
exemplary customer service is one of the distinguishing characteristics that bank can
exploit to establish a competitive edge. Since many banks offer comparable products and
services, they should continually search for competitive advantage that will attract new
customers and help retain existing ones. Banks are, therefore, looking to develop
innovative products and services to maintain superior customer service levels while at the
same time remaining profitable. With the number of market players in the rise, the
competition has been obviously growing in the banking industry. The most obvious effect

15
of the rising competition can be seen in the interest rate offered by the bank. (NRB Bank
Supervision Report, 2023)
As number of banks increases, its regulation also become tough. For the purpose of
regulation and control, NRB divided the financial institutions into four classes on the
basis of minimum paid up capital requirement for the issue of license and functions. This
classification is the unique feature of Nepalese banking industry only and there is no such
classification globally.

2.6 Opportunities and Challenges of Banking Industry

Opportunities and challenges are the uncontrollable factors that affects the functioning of
bank. Increasing investment, potential Rural Banking, Advanced technology, Robust
Demand, Concept of Universal Banking, Changing Taste and Demand, Low Operating
Cost, Low Deposit rate, High Foreign Remittance, Corporate Governance, Establishment
and development of different Sector, low cost of HRM etc. are the major opportunities
for the banking in Nepal.
The major problem seen in the banking industry are Political instability, Consumer
expectation, Competition, Regulatory pressure, Changing business models, Low
Economic growth, Lack of investment friendly environment, High spread rate, Problem
of liquidity management, Problem in Credit management, Increasing unemployment rate,
Bad intention of client, Limited Investment Opportunities etc. are the major challenges
for the Banking in Nepal.
Opportunities for Banking in Nepal
i. Increasing investment
ii. Potential for rural banking
iii. Advanced technology adoption
iv. Robust demand for banking services
v. Changing taste and demand of customers
vi. Low operating cost
vii. High foreign remittance inflow
viii. Better corporate governance practices
ix. Low cost of Human Resource Management (HRM)
Challenges for Banking in Nepal

16
i. Political instability
ii. Rising consumer expectations
iii. Intense competition among banks
iv. Regulatory pressure and compliance burden
v. Changing business models
vi. Low economic growth
vii. Lack of investment-friendly environment

17
 CHAPTER III
INTRODUCTION OF THE NABIL BANK LIMITED
3.1 Introduction
Nabil Bank Limited, established in 4th Jestha 2041 B.S, holds the distinction of being
Nepal’s first private commercial bank. It has been licensed as an A class financial
institution by Nepal Rastra Bank, the central bank of Nepal. Nabil has played a pivotal
role in introducing modern banking services to the country. Nabil Bank commenced
operations as a joint venture with Dubai Bank Ltd, marking the inception of modern
banking in Nepal. (Nabil Bank, 2024) This collaboration set new benchmarks in the
banking sector, introducing international standard banking practices and services to the
Nepalese market.
As of 2024, the bank operates an extensive network of 268 branches and 317 ATMs
across Nepal, ensuring accessibility to its services nationwide. In December 2022, Nabil
Bank launched ‘n bank’ a neo- banking service functioning as a virtual branch, reflecting
the bank’s commitment to embracing digital transformation. On December 29, 2021,
Nabil Bank merged with Nepal Bangladesh Bank, further strengthening its presence and
customer base.

3.2 Vision, Mission, Value and Objectives of Nabil Bank Limited

Nabil Bank's vision, mission, core values and objectives are as follows:

3.2.1 Vision Statement

As the nation's first joint venture bank, Nabil is committed to constant evolution, aiming
to enhance its offerings and better serve its stakeholders, ensuring sustained growth and
excellence in all aspects of its operations. (Nabil Bank, 2024)

3.2.2 Mission Statement

Nabil Bank has a mission to be the "Bank of 1st Choice" of all its stakeholders i.e.
Customers, Shareholders, regulators, Communities, and Staffs.

3.2.3 Value Statement

Nabil Bank is dedicated to achieving its mission and consistently progressing towards its
vision by upholding a strong set of core values. Each member of team Nabil is committed

18
to being C.R.I.S.P Customer-focused, Result-oriented, Innovation, Synergistic, and
Professional- in every action and decision.

3.2.4 Objectives
The objectives of Nabil Bank Limited are as follow:
i. to ensure optimum development of their human resources
ii. to generate employment opportunity and facilitate career development plans for
employees
iii. to provide high quality services to its customers
iv. to provide efficient and innovative services to customers
v. to generate adequate resources for expansion and growth
vi. to promote the national economy, society and individual.

3.3 Organization Design and Structure

Organization structure defines how job tasks are formally divided, grouped and
coordinated. Organization structure aims to proper coordination among the various
resource and technologies for the effective functioning of the organization. As banking
sector or the financial market is very delicate and sensible market which needs to be
monitored and accessed periodically. These types of organization is narrow type. The
organization structure of Nabil Bank, The BOD is stated below.

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 Figure 3. 1 Organization Design and Structure

3.3.1 Board of Directors

The Board of Directors is the apex body of the bank. It formulates policies as well as
strategies and provides guidance to the management. The Board comprises as total of
seven members; three members representing Government of Nepal and three members
representing individual shareholders.
Besides one member is nominated by the board as per BAFIA. The Board is supported by
Audit Committee and Governance Sub- Committee in the area of internal control and
good governance respectively. The day- to-day operation of the bank is executed by the
Chief Executive. Moreover, Chief Executive Officer is supported by Assets and
Liabilities Management Sub-Committee for various activities related to risk management.
CA Manoj Kumar Gyawali is the acting CEO, Mr. Upendra Poudyal, , Mr. Sashin Joshi,
Mr. Anil Shah, Mr. Diwas Karki, Mr. Digendra Chand, Mr. Bhuvan Dahal, Mr.

20
Parmeshwor Shrestha and Mr. Krishna Subedhi as a Director of BOD of Nabil Bank
Limited.
Figure 3. 2 List of BOD members of Nabil Bank
S.N Name of Directors Represents Position

1 Upendra Prasad Poudyal Promoter Director Chairman

2 Nirvana Chaudhary Promoter Director Member

3 Malay Mukherjee Promoter Director Member

4 Sarita Bhatta Adhikari Independent Director Member

5 Ananta Poudyal Public Director Member

6 Pravin Tiberwala Public Director Member

7 Syed Mansur Mustafa Promoter Director Member

The bank is run by professionals having sound experience and exposure in commercial
banking in Nepal as well as in international markets. The “Management Committee” of
the bank comprises of the senior staff members.

3.4 Products and Services offered by Nabil Bank Limited

Nabil Bank Limited provides a range of services and banking products to it's customers.
The product and services offered by Nabil Bank Limited are briefly discussed below.
Product of the organization refers to the goods and services that organization is
facilitating to the customers. The main function of the bank is to provide superior
banking products and financial service to its customer as per their requirement in an
efficient and effective manner. Nabil Bank is providing several products and services to
be a leading organization in the today’s overheated market.
These products are the main sources of revenue in the organization and major cost is also
incurred due to these services. Nabil Bank provides various products to their valuable
customer and the two major products of the Nabil are as below:

3.4.1 Deposit Products

Nabil Bank also accepts the deposits from both individual and customers.

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Basically, three categories of accounts are available in Nabil Bank on which customer
can deposit their money i.e. current account, saving account and fixed account. The
Interest rate on saving account is 3% and interest charges on fixed deposit is 5%. The
interest rate is different according to the nature of account. And, Banks offer different
deposit schemes to attract the new customers and retain the existing customers.
Saving Accounts are suitable for inculcating the habit of saving among customers. The
interest is calculated in daily basis and compounded in quarterly basis. Customers get
cheque books and Visa card for maintaining saving account in Nabil Bank. Saving
accounts can be opened in the name of Individuals (single or jointly), Minors (children
aged below 18 years) and other non-profit organizations.
In a fixed term deposit, a money deposit at a banking institution cannot be withdrawn for
a present fixed 'term' or period of time. Fixed deposit refers to a saving account or
certificate of deposit that pays a fixed rate of interest until a given maturity date.
Current account saves the hassle of carrying around cash every month. The account is
non-interest bearing and comes with a cheque book, which facilities writing a cheque
whenever and wherever is convenient. Deposit products of Nabil bank are :
i. Nabil Dhukka Bachat Khata
ii. Nabil Premium Remittance Savings Account
iii. Nabil Gold Payroll Savings
iv. Nabil Premium Payroll Savings
v. Nabil Jestha Bachat Khata
vi. Nabil Bal Bachat Khata
vii. Nabil NRN Saving Account
viii. Nabil General Saving
ix. Nabil Gold Saving Account

3.4.2 Loan Products

Loan is a funding given to customers by a bank to be repaid by a certain rate with a
certain amount of interest, The amounts of loan, the amount of interest, the repayment
date, qualification of loan recipient to merit the loan, the credit analysis are all variable.
Loans and advances include direct finance provided to the customers. Personal loan, Gold
loan, Business loan, Home loan, Auto loan, Education loan, Loan against mortgaged,

22
property Loan against share etc. are the different types of loan provided by the Nabil
Bank Limited.
i. Personal Loan
A Personal Loan is money borrowed from the bank to meet personal needs such
as travel, home renovation, wedding expenses, or medical emergencies. You don’t
need to pledge any asset (like property or gold) as collateral. The bank checks
your income, credit history, and ability to repay before approving the loan. You
pay it back in fixed monthly installments over a set period.
ii. Gold Loan
Gold Loan allows you to borrow money by pledging your gold jewelry or
ornaments as security. The amount you can borrow depends on the weight and
purity of the gold. It is usually processed quickly and is ideal for short-term
financial needs. The bank keeps the gold safe until you repay the loan.
iii. Business Loan
A Business Loan is provided to entrepreneurs and business owners who need
funds to start, expand, or run their businesses. It can be used to buy machinery,
manage inventory, or meet other business expenses. The bank will review your
business plan, income statements, and repayment ability before approving the
loan.
iv. Home Loan
A Home Loan helps individuals buy a house, build a new one, or renovate an
existing one. The bank provides a large amount of money that you repay in
monthly installments over a long period usually up to 25 years. The house or land
is used as collateral until the loan is fully paid off.
v. Auto Loan
An Auto Loan is given to customers who want to purchase a vehicle, such as a
car, motorcycle, or commercial vehicle. The vehicle being bought is used as
collateral for the loan. You repay the loan in monthly installments, and the
ownership of the vehicle remains with you, although it is hypothecated to the
bank until full repayment.
vi. Education Loan

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 An Education Loan is designed to support students who want to pursue higher
education, either in Nepal or abroad. It covers tuition fees, living expenses, travel
costs, and other academic needs. Usually, the repayment of the loan starts after
the student completes the course. Parents or guardians often co-sign the loan.
vii. Loan Against Mortgaged Property
A Loan Against Mortgaged Property allows you to borrow money by pledging
your immovable property (like a house, land, or building) as security. This loan is
suitable for people who need a large amount of money for business, medical, or
personal use. The property stays in your name, but the bank has the right to sell it
if you fail to repay.
viii. Loan Against Shares
A Loan Against Shares allows you to get a loan by pledging your stock market
shares as collateral. The amount you can borrow depends on the current market
value of your shares. It’s a good option if you need cash but don’t want to sell
your investments. You still earn dividends while your shares are with the bank.

3.4.3 Remittance Services

Nabil Remit, a remittance product of Nabil Bank Limited is a premium, online, customer
focused Money Transfer Service designed to meet the need of customers to send/receive
remittance from various countries as well as to facilitate domestic fund transfer within
the country. Nabil Bank helps people send and receive money from other countries. This
is called a remittance service.
Nabil Bank works with many international money transfer companies like Western
Union, IME, Prabhu, and others. This makes sending and receiving money fast, safe, and
easy .User don’t need a bank account to receive money. One just need to show their ID
and the reference number (sent by the sender) at the bank or agent.
Main Features:
i. Send or receive money from many countries.
ii. Fast and safe service.
iii. Easy to collect money from Nabil branches or partner agents.

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 iv. No bank account needed to receive money.
v. Available all over Nepal.
Nabil Bank’s remittance service makes it easy to send or receive money from many
countries around the world. The service is fast and safe, ensuring that money reaches
quickly and securely. People can easily collect the money from any Nabil Bank branch or
partner agent, even in remote areas, making it very convenient. One of the best parts is
that you don’t need a bank account to receive money—just a valid ID and the transaction
reference number are enough. This service is available all over Nepal, helping families
everywhere receive support from abroad without any hassle. It is a web-based money
transfer system which can be accessed from all the branches of the bank, Extension
Counters, Branchless Banking Units and more than 10,000 active payout locations
covering every prime and rural areas of the country. The bank has dedicated Remittance
Business Unit, which comprises of experienced and energetic team of competent staff to
provide exceptional customer services during remittance payments. Currently, Nabil
Remit has its presence in various countries including the US, UK, Australia, Japan, South
Korea, India, Canada, UAE and Malaysia. The bank plans to further expand its
remittance services to the Nepalese Migrants residing in various other countries like
Qatar, Saudi Arabia, Oman, Kuwait, Bahrain and others.

3.4.4 Mobile Banking Service

Mobile banking is a platform provided to the customers enabling them to access their
accounts through mobile phones in a secured manner. The mobile banking service gives
customer account information and real time transaction capabilities from mobile phone
sat a true “anywhere, anytime, anyhow” convenience. It also allows sending
informational messages about the bank’s products and services to customers. Mobile
Banking service of Nabil Bank shall allow customers to carry out various informational
and financial transactions through their mobile phones such as Enquire account
information, Mini statement view, Funds transfer between registered accounts of the
customers, Funds transfer to any customer’s account within the bank, Foreign Exchange
Rate inquiry, Bills payment, Top up payment, Merchant payments, Load wallet and many
more.

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3.4.5 ATM Services
Every A class bank are installing their ATM machines to support the 24×7 banking
system. Nabil Bank has established around 317 ATM machines and outlets across the
country to facilitate the amount withdrawal from account. The card is valid in Nepal as
well as in India. Nabil Bank offers ATM (Automated Teller Machine) services to make
banking easier and more convenient for its customers. With an ATM card, you can
withdraw cash anytime, 24 hours a day, without having to visit a bank counter. Nabil
Bank has a wide network of ATMs across Nepal, so customers can find one easily, even
outside regular banking hours.
Through Nabil Bank ATMs, customers can do more than just withdraw money. They can
check their account balance, view mini statements, change their PIN, and even transfer
money between Nabil accounts. The ATMs are user-friendly and provide instructions in
both English and Nepali, making them easy to use for everyone.
Nabil Bank also provides debit and prepaid cards linked to your account, which can be
used not only at Nabil ATMs but also at other banks’ ATMs that are part of the SCT or
Visa network in Nepal and abroad. The bank regularly maintains and updates its ATMs
to ensure they are secure and working properly.

3.4.6 Foreign Currency Exchange

In order to facilitate foreigners as well as Nepalese customers Nabil Bank also offers the
exchange service. The bank publishes daily exchange rates and provides the exchange
services through its branch based on these rates. The foreign customers are required to
submit a copy of passport or valid VISA to exchange the currency while citizenship
certificate tickets confirmation and valid VISA or passport are required for Nepalese
citizens to exchange currency. The bank does not charge any commissions on this
service.

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 CHAPTER IV
ANALYSIS OF ACTIVITIES DONE/PROBLEM SOLVED
4.1 Background
An internship is a great way for students to get real work experience before finishing
school. My time as an intern helped me understand how a bank actually works. At first, it
was a bit hard because everything was new and confusing. But as time went on, I started
enjoying the tasks I was given and felt like I was learning a lot. I also saw personal
growth and got a better idea of how the banking world works.
During my 8-week internship, I got to work in different departments of the bank. This
gave me a chance to see how different services are provided and how the bank deals with
its customers. From this experience, I can say that Nabil Bank is one of the best places to
do an internship. The staff were very supportive, and they gave me the opportunity to
learn from different areas of the bank.
Information such as interest on deposits, interest on loans, e-banking, SMS banking,
account opening, account closing, ATM, banking statement and so on. Most of
employees in this department are women. In Nabil Bank, this department is responsible
for account opening, account closing, and printing out bank statement, making and
issuing cheque, providing necessary information about banks products and services, and
clarifying any queries of the potential account holder before opening their accounts.

4.2 Activities Performed in Customer Service Department (CSD)

Intern are assigned to perform different activities in customer service department such as
cheque issuing, record keeping of account holders, photocopying the documents, a/c
opening and a/c closing registration, separating cheque leaves, making cheque,
distributing different types of forms, recording the number of cheques printed and issued
by the customers, updating all the files, checking all files of customer for updating KYC,
filing all the documentation, searching files, issuing debit card, and informing the
applicants of arrival of their card. The activities carried out in CSD are explained as
follows:

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4.2.1 Assisting in Account Opening and Closing
Customer fills a form for opening accounts in the bank. In order to open account
customer needs to fill the A/C opening form and other forms according to the service
required like ATM form, e-banking form, SMS banking form, mandate form and so on.
Customer also has to present both the original and a copy of the original documents like
passport size photo, citizenship of the A/C holder or National Identity card and
citizenship of nominee if included only, secondary id - electricity bill /water bill/license.
The name of the A/C holder should match with the name that is in the citizenship of the
A/C holder. At first after customer fills the form it is verified to know whether it is filled
properly and correctly or not. After that the entry is made in a/c opening register and a/c
number is written in the a/c opening form. Then the a/c opening is entered to the banks
system and the customer will be able to make the transaction after making the deposit of
minimum balance. The main thing that the bank should be concerned about is the a/c
holder’s signature. The facilities that are provided to the customer after opening account
are a cheque book provided with five leave, ATM, e-banking and SMS banking. The
internee is given the responsibility to distribute different types of forms and to guide the
customer to fill the forms.
Customer fills a form for closing accounts. In the form the customer has to clearly
mention the a/c holder’s name, account number, reason to close the account in the bank,
and the most importantly the signature. During the account closure, customer must
submit cheque book and ATM card with the account closing form in CSD. Then CSD
staff closes the account.

4.2.2 Making and Issuing Cheque

Cheques are just like paper cash. A customer who has finished cheque books can ask for
another by filling up the cheque requisition slip which is inside the cheque book on their
respective branches. The cheques are printed after the customer opens the account in the
bank. It is the common service provided to the account holder free of cost by all the
banks. Cheque is an easy and simple way to withdraw or deposit the money in the
account. It is efficient and effective for both personal and business transactions purposes.
In Nabil Bank, the cheques are printed and made only if the customer presents all the
documents in the bank while opening account. Many customers visit the bank office

28
frequently for making the new cheque after they finished the first cheques pad which is
provided to them while opening account. At first the bank just prints nine leaves for the
customer and after that in next requisition the number of leaves is increased according to
the need or requirement. If it is an organization,30 leaves are printed. The cheques are
printed and the cheque leaves are separated then it is kept sequentially according to the
cheque number and they are stapled after covering with the cheque cover. The cheque
also has the requisition form in it at the last before 2 or 3 leaves so that the account
holders will be able to request for a new cheque afterwards.
The cheque is only provided to the a/c holder at first but from the next time the other
person can also come to receive the cheque with id, citizenship or driving license. Then
the staff verifies the signature and print the cheques.
The intern is responsible for separating cheque leaves and keeping it sequentially before
stapling it with the cheque cover. The signature of the a/c holder should be verified
before issuing the cheques. Customers have to sign in requisition slip and in the cheque
issuing register while issuing cheque. The bank will keep the requisition slip and provide
the new cheque pad to the customer. The cheque is made and issued on the day it is
requested by the customer or a/c holder as the bank does not keep the cheque pending to
avoid the miss place and give fast service to the customers. In Nabil Bank, the cheques
are made and issued by the branch offices or extension counters. The intern is also
responsible for photocopying the citizenship or driving license of the customer or account
holder.

4.2.3 Handling and Transferring Phone Calls

The bank receives many calls from its customers, from other branch offices, from other
banks and so on. All the calls should be received properly to maintain good image and
prestige of the bank by providing required information or by transferring the calls to the
respective person or department. One of the roles of intern is to act as call operator.
Listening to customer’s enquiries and transferring the calls to respective departments are
the main roles as a call operator. Intern is allowed to solve callers’ queries wherever
possible. For instance, if caller enquires whether their card was made or not, his/her call
would be transferred to customer service department. However, if caller asks general

29
questions like timing of evening counter, intern could easily reply that it is open till
3P.M. In order to transfer calls, assigned extension numbers are used.

4.2.4 Business Visit for Account Opening and Product Promotion

During my internship, I made several visits to local business firms on behalf of the bank
as a marketing initiative. The primary motive behind the visits was to make opening
business accounts easier while promoting the bank's deposit and loan products. I
introduced the businesses to some of the financial services offered by the bank, such as
current and savings accounts, fixed deposit schemes, and business loan schemes. The
visits allowed me to observe client outreach programs, understand the banking needs of
different firms, and gain practical experience in promoting financial services in a
corporate setting.

4.2.5 Assisting the Clients for ATM Utilization

Aside from my front desk function, I also assisted clients in how to operate ATM
machines inside the bank offices. This included how to help them with straightforward
transactions such as cash withdrawal, check balance, and print mini statement. I guided
first-time users—especially elderly customers—through a step-by-step procedure and
even ensured they knew their way around the machine safely, for example, PIN
confidentiality. This task gave me a greater understanding of customer service and online
banking awareness.

4.2.6 Issuing and Informing the Applicants of Arrival of their Card

The CSD is also responsible for issuing the debit card to its customer. Using these cards,
the customer can buy different goods and services and also withdraw money from ATM.
If the cards are used from others bank’s ATM, then certain amount will be charged by the
respective bank. VISA Debit Card and Master Card has the validity of 4 years and Rs.
500 will be charged annually.
One of the roles assigned to interns was to inform the applicants about the arrival of their
cards. When the customer was informed, intern had to write in the forms as ‘informed’ or
‘no contact/received’ if applicants could not be informed. All these files are then arranged
alphabetically in files. After the number of cards are verified, the processed files are
taken out of the drawers. When customer arrives to collect the card, his/her card is picked

30
out on basis of name. The intern would fill in the remaining items in the
acknowledgement receipt and request the customer to sign on it. On regular working day,
card distribution is stopped at 3 P.M while on Friday; it is stopped at 1 P.M. After card
distribution is stopped, the intern would give the acknowledgement receipt to CSD
personnel for signing in the space of “card issued by”. The files are stored in the
respective file after the activation of cards.
The new cards activate almost after 24 hours they have been processed. The cards come
in separate packages. Intern is assigned the responsibility to make sure that number of
PINs equal to number of cards. The supervisor would also ask the intern to verify the
number of cards written on package is equal to number of actual cards. The card center is
informed in case of mismatches. Finally, all the cards are stored alphabetically in the box.

4.2.7 Producing Balance Statement

Balance Statement shows complete transaction of customer of deposits, withdrawal and
final balance. These are confidential information so statement is provided to the account
holders only, in case of any organization letter mentioning about providing balance
statement along with the company’s stamp are must. Customers can produce their
balance statements from branch offices. Intern is allowed to produce balance statement
under the supervision of the staff.

4.2.8 Checking Balance, Scanning and Photocopying of Document

An intern is also allowed to check that balance asked by the customer under the
supervisor’s authority. Balance inquiry can only be done by the account holder. Any
information regarding the accounts is not exposed to third person. Intern also learns to
scan the forms before keeping the records of new account holder or filling them along
with some other important documents. Similarly, Photocopy was to be done frequently in
the department, to provide ease to the customer.

4.2.9 Signature Change

There is a form called “SIGNATURE SPECIMEN CARD” if any customer is willing to
change the signature for any genuine reasons. A passport size photo and citizenship
certificate are required to fill up the form then intern verifies the form along with the
document.

31
4.2.10 Filling and Documentation
Filling and documentation are very important task in CSD. At the end of the office day,
the intern is responsible to file the document that has been approved the whole day. The
document includes account opening and closing forms, dormant form, acknowledgement
letter, ATM and SMS banking forms, ATM related problem forms and other.

4.2.11 Providing Information to Customer

Customer requires various information before opening account or before taking any other
services from the bank. This helps customers understand the services offered by the bank,
such as savings accounts, loans, fixed deposits, credit facilities, and digital banking
options. By providing information in a simple and understandable language, banks help
customers make better financial decisions. Banks also inform customers about their
account activities through statements, SMS alerts, and mobile banking apps. They ensure
transparency by explaining interest rates, service charges, terms and conditions, and any
changes in policies. Additionally, banks offer support through customer service desks,
call centers, websites, and mobile apps to answer queries and provide guidance. This
function of providing information builds trust, promotes financial awareness, and ensures
that customers can use banking services safely and confidently.

4.2.12 Miscellaneous Activities

One positive aspect of the global corona transition is that it has increased digital business
and digital literacy. The transformation of the banking business to digital is a vivid
example of this. As can be seen in the business of Nabil Bank. According to the bank, 70
percent of the total transactions are going digital now. The number of customers who
switch to digital during lockdown is huge. The interns are asked to assist in token system
as per requirement of the customers.
Services available on I serve
i. Mobile Banking Services
ii. Card Services
iii. Teller Services
iv. Customer Services

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4.3 Problem Identified and Solved

4.3.1 Correspondence with Customers

Staff should deal with the numerous customers daily. Customers are of different nature.
Interns should deal with those customers and clarify about the products, procedure and
deal with them. Communicating with customers through different methods like talking in
person, phone calls, emails, or written letters. It involves answering their questions,
giving them information about bank services, helping them with problems, and keeping
them updated about their accounts or any changes in the bank’s policies.
Correspondence with customers means how the bank communicates with its customers to
share information, provide updates, solve problems, and offer services. Nabil Bank stays
in touch with its customers through emails, phone calls, text messages (SMS), letters, and
online banking platforms. These communications may include transaction alerts, account
updates, loan or card information, or reminders about payments and deadlines.
Good customer correspondence helps build trust and transparency. For example, when a
customer applies for a loan or opens a new account, the bank sends regular updates about
the process. If there are any issues or missing documents, the bank contacts the customer
politely and professionally to resolve them.
Nabil Bank also welcomes customer queries, feedback, and complaints. Customers can
contact the bank through its call center, website, or by visiting a branch. The bank aims to
respond clearly and quickly, making sure every customer feels supported and valued
Overall, effective correspondence ensures that the relationship between the bank and the
customer remains smooth, clear, and professional, helping the customer feel informed
and secure at all times.

4.3.2 Communication Problem

Not only the literate and educated customers, bank also had the customers who are
illiterate. So, making them aware about the bank activities in simple language was
difficult as most of the forms, vouchers are in English language. So as an intern, they
were made clearly understood about the terminologies used by translating in simple and
understandable language, which could help them in filling up the form correctly and in a
short period of time.

33
4.3.3.File Management
Most serious problem in the bank was file management. The bank had misplaced more
than dozens of files. Arrangement of files was the key achievement in the bank. Interns
supported the bank in arranging the files.

4.3.4 Work Load Problem

The account opening customers for societal construction, fixed deposit account, saving
account were all present at the same time. And sometimes handling all the customers at
the same time was difficult. Adjust with the new environment being new to the
organization because of which intern was not able to answer the queries of the customer.
Being new intern was unaware about the right and accurate information on the subject
matter. So, intern consulted with their senior staff to give the required information to
customers. Similarly, KYC forms, account statements and cheque printing had also to be
provided at the CSD department. So, carrying out all the tasks at once would be difficult.
But the problem was solved by staying calm and carrying out all the tasks timely on first
come first basis. Problems also aroused due to the unsystematic handling of the files and
documents. So, finding the missing documents and files was also performed.
Sometimes, problems also occurred while printing the cheque. The cheque of other
branches was sent to our branch and it led to the wastage of cheques. So, being aware and
remembering the number to be copied while issuing the cheque was done to solve the
problem.
In some situations, the customers do not know about the procedures to be followed in the
bank and they need to be constantly guided. Although with all the guidance they prefer to
not follow the procedures and pressurize to get their work done immediately and may use
harsh words. So, it gets difficult to convince and cope up with their behavior. Intern had
to deal with many types of customers. Even though customers were wrong the intern
talked politely and with smiling face with the customer in order to settle the problem.

4.4 Interns Key Observation

Before joining for internship, the intern only had theoretical knowledge of banking
activities. The intern had low self confidence in dealing to people. Intern had little
knowledge regarding the banking procedure, products and services. Intern was curious

34
about what actually happen in the bank, what staffs actually do, do they only take the
money and give the money or other activities are done.
Well, after completing the internship, the intern knew about practical knowledge of
banking activities. The intern felt easy to deal with variety of people confidently. Intern
was able to confidently explain the banking procedure, products and services. Intern
could understand the structure of bank, and various activities performed by officer level
staff.
The extent to which the job of a banker seems prestigious in the society, to the very same
extent, the job of a banker is too heavy. The work load is very high within the banking
hours and after the banking hours too. Thus, being an intern in the bank and observing the
work of the employees, the intern realized how tough it is to fulfill the responsibility of a
banker.
Another significant thing that the intern came to know was that, a bank is a service-
oriented organization; thus, its main focus is on its reputation and to maintain and
enhance its image. It focuses on the quality of its services unlike the other organizations,
trying to catch up more and more customers with the sole focus on profit.
There is a frequent technical problem in the ATM machines which has led to multiple
ATM complaints.

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 CHAPTER V
CONCLUSION
5.1 Conclusion
During whole period of internship and the preparation of this report, intern learnt a lot
about the banking sector and banking operation, about Nabil Bank in particular. The
internship has been fruitful in many ways. Intern had little knowledge about the banking
earlier, but internship has helped to know about the banks and its operation. This report in
particular has made intern know about the general activities carried out in customer
service department of the bank.
Intern learnt a lot of other aspects other than the banking such as socialize with the
people, dealing with the senior staffs, dealing with the intern colleagues, to make the
working environment easier and friendlier. Intern also learnt that the behavioral issues are
most important inside the organization. Customer feel satisfied when they are behaved
properly. Their queries are needed to be answered in a friendly way so as to retain them
in the organization.
Nabil Bank Limited is excellent in term of their services, Nabil is one of the most
promising banks today and have an opportunity to increase their market share by
improving their customer satisfaction by overcoming their weakness and doing best to
retain quality services. The 8-week internship duration of Nabil Bank Limited, Thali
Branch was a valuable and enriching experience for the internee. The internship duration
provided a unique opportunity to observe and participate in the day-to-day affairs of a
renowned commercial bank in Nepal. The internship experience filled the gap between
the theoretical concepts and practical application, allowing the internee to have a
complete understanding of the banking sector.
During the internship, the internee was exposed to some of the functional areas of the
bank, like customer service, account handling, deposits, withdrawals, and loan-related
activities. These real-life exposures gave additional exposures to the delivery and
management of financial services within a working environment. Concepts that were
learned before in classrooms became much more clearer and meaningful when
experienced in actual action. The internee also got to experience the importance of

36
following banking rules and regulations, which are required for maintaining fiscal
stability and client trust.

One of the most significant areas of learning during the internship was customer
relationship management. The internee saw how bank staff engage with customers in a
polite, patient, and efficient manner. Such experiences greatly contributed to developing
communication skills and professionalism. Handling queries, meeting customers'
demands, and maintaining a positive attitude despite heavy workloads were some of the
best lessons gained from the internship.
The working environment at the Thali Branch was professional and welcoming. The staff
at the branch were welcoming and more than happy to help, even when they were at their
peak periods. From their directions, the internee was assigned varied tasks that helped
develop soft skills such as teamwork, time management, punctuality, and problem-
solving. Constructive feedback and ongoing positive encouragement from the branch
staff greatly improved the confidence and adaptability of the internee in a working
environment.
Last but not least, the internship at Nabil Bank Limited, Thali Branch has been an
excellent experience throughout the academic and professional life of the internee. The
internee feels honored to have the opportunity to learn from such an experienced team
and be associated with a well-reputed financial institution, even if for some time only.
The knowledge, skills, and values gained from this period will definitely be used for a
long time to come, and this experience will be a worthwhile and unforgettable chapter in
the internee's road to a successful career.

5.2 Lesson Learnt

Knowledge is of no use if it can’t be applied in practice. The internship program of eight
weeks helped to put all the theoretical knowledge obtained through the books of
organizational relation, critical thinking, sales management, financial management, etc.in
an actual working environment which helped to enhance practical knowledge. Through
the internship, the intern gathered a handful of new experiences and new ideas too, which
will be useful in career development and in many ways.

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Being an intern in Nabil Bank limited, lots of knowledge has been gained regarding
professional environment and also got opportunity to match theoretical knowledge with
practical experiences.
The intern has also learned different aspects of banking environment in the Nepalese
context. Overall, the internship program helps to develop the interpersonal, managerial,
and entrepreneurial skills that are essential in every professional and employee career
development. Working in Nabil Bank was a wonderful experience. The bank was very
concerned with the professional development of all of their staff, including interns.
The major lessons as an intern learnt during the internship period are listed below:

5.2.1 Bank Procedure and System

Bank is engaged in the business of cash so it is more prone to vulnerabilities than other
organization. Prior to internship, intern was unknown about the complexity in bank
procedure and system. As internship, the intern was made familiar with bank procedure
and system by the bank staffs. Moreover, frequent confrontation with same procedure and
system developed familiarity towards the procedure.

5.2.2 File Management System

A bank has to deal with number of customers daily and managing their records
systematically and scientifically is vital for future. Before internship, intern was unknown
about the filing system and its arrangement. After entering into the bank as intern, bank
staff provided guidance in placing files in line and locating the required files.

5.2.3 Knowledge Based Learning

The intern learnt the process of opening and closing account, issuing cheque, issuing
bank statement, dealing with customers at CSD, balance inquiry, etc. while using
FINACLE. Most importantly the intern learnt about the importance of CSD in the bank
and its various activities i.e., cheque printing and distribution, transferring amount,
dealing with customers, etc.

5.2.4 Computer and Technical Skills

During internship, various computer software and other devices were handled thus
enhancing practical skills. This internship provide opportunity to use photocopy, printing
and scanning machine. These skills involve knowing how to use computers and software

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programs well. This includes typing, using the internet, email, spreadsheets, or
specialized software. Having good technical skills helps you work faster and more
accurately, especially in offices or jobs that use technology.

5.2.5 Communication Skills

Daily interaction with staffs of the bank and new customers had increased the
communication skills. Before internship, only few interns were only aware with this
knowledge. After entering into bank as intern, bank staff provided guidance to deal with
customers and help ed intern develop communication skill by making intern deal with
different types of customers. These skills involve knowing how to use computers and
software programs well. This includes typing, using the internet, email, spreadsheets, or
specialized software. Having good technical skills helps you work faster and more
accurately, especially in offices or jobs that use technology.

5.2.6 Team Work Skills

Internship helped intern to work in a team. During the internship period, almost all
activities performed were based on team-work which has developed an efficient team
work skills that helped to solve assigned task properly. Teamwork skills are about
working well with other people to achieve a common goal. It means cooperating, sharing
ideas, helping each other, and sometimes compromising. Good teamwork creates a
positive work environment and leads to better results.

5.2.7 Interpersonal Skills

Intern was able to develop good relationship with employee and various customers.
Intern has been able to maintain good relationship with others. This helped to develop
interpersonal skill of the intern. Interpersonal skills are how well you interact with other
people. This includes being friendly, respectful, patient, and understanding. These skills
help build good relationships with coworkers, customers, and managers.

5.2.8 Problem Solving Skill

Many challenges and problems were faced during the internship which were solve under
the guidance of the supervisor. It helps to identify the problems, understand its reason and
its accurate mitigation solution in right time. Interpersonal skills are how well you
interact with other people. This includes being friendly, respectful, patient, and

39
understanding. These skills help build good relationships with coworkers, customers, and
managers.

5.2.9 Self Confidence

Self-confidence is most to be successful in career. This skill of asking questions without
any hesitation and good communication with staff and customers helps to build self
confidence among the intern.

5.3 Recommendation
During the 8-week internship at Nabil Bank Limited, Thali Branch, time was spent
mainly within the Customer Service Department. The purpose of the following
suggestions is not to criticize the branch, but rather to share thoughtful feedback based on
firsthand observation and experience. It is also important to note that these insights are
limited to the areas the internee was exposed to during the internship period.
i. Expand Locker Facilities
There appears to be a noticeable demand for locker services at the Thali Branch,
but the current availability seems limited. Expanding the size or number of locker
units could help meet customer expectations more effectively and enhance overall
satisfaction.
ii. Increase Staff in the Customer Service Department
The Customer Service Desk often experienced busy periods where the existing
team had to manage a high volume of customers. Adding one more staff member
during peak hours could help reduce waiting times, improve service delivery, and
ease the workload on the current team.
iii. Improve System Support and Maintenance
Delays were occasionally observed due to issues with banking software, ATM
machines, and other equipment. Regular maintenance and prompt technical
support could help minimize downtime and ensure smoother operations,
especially during high-traffic periods.
iv. Provide Interns with Multi-Department Exposure
Interns benefit greatly when they are exposed to various departments instead of
being limited to just one. A rotation system that allows interns to spend time in

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 departments such as loans, operations, remittance, and accounts could offer a
broader understanding of the bank’s overall functioning.
v. Focus on Staff Training and Motivation
Ongoing training and motivational programs for employees can lead to better skill
development, increased confidence, and higher job satisfaction. Motivated and
well-trained staff members contribute significantly to a more efficient and
positive working environment.
These suggestions are shared with the intention of contributing positively to the
continued success of Nabil Bank, based on the internet's learning experience.

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