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1.1 Background

Internship is the period in which interns get the opportunity to expose their talents, skills
and knowledge to solve the practical problems. It is the medium through which interns
can convert the theoretical knowledge into the practical ones. Practical based knowledge
is very necessary to cope up with the external environment. Internship not only gives the
ability to think and makes able to give the decision at real time and situation but also
gives the way how an office environment is like, how it functions and what motivates the
employee to perform well.

Hence this report has been prepared with a specific objectives of presenting eighth week
internship period’s experience in KBL It was a great opportunity to work as an intern in
KBL As an intern, Internee have gathered wide range of experience and knowledge about
banking sectors especially in CSD..Internee also got an opportunity to know the banking
services offered by the bank to general public. Such internship program are required to
train and prepare students for managerial functions, develop inter personnel relationship
and communication skills by putting them in “real life situations”.

1.2 Objectives of the Study

The major objective of the internship program is to explore the practical knowledge and
gain practical experience about the functioning of organization where I choose to work in
Kist Bank Limited. The other aspects of benefit are to develop the intern’s skill on
communication, decision making, confidence build-up etc .Basically the specific
objectives of internship have been proposed as follows:

 To know about the different types of product and services provided by KBL.
 To learn the procedures of preparing, recording and issuing cheques.

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 To know how to deal with customers.
 To understand the proper way of filling and record keeping.
 To know the procedure of opening and closing different type of account.
 To know the condition required for issuing ATM card, cheque books, internet
banking and SMS banking.

1.3 Methodology

Methodology refers to the various sequential step adopted in study. A systematic method
is required to pick out an actual result for any type of study. Likewise, in this report also,
there is certain method used.

Collection of Data

Both primary and secondary information have been gathered through the various sources
for the preparation of report.

i. Primary Data

The data in this report is provided through the personal observation of intern and as well
as from the interview of KBL staffs.

ii. Secondary Data

Most of the information has been collected through brouchers, websites of banks,
document and articles published in newspaper and personal observation. Besides that, the
required data are being collected from the past issues of annual reports of KIST,
newsletter published by KIST, and other publications.

1.4 Organization Selection

For the partial fulfillment of BBA program, internship program is considered as very
essential part in academic. The internship program helps to apply theoretical knowledge
to practical knowledge where business students can explore the business sector. KBL is
one of the renowned commercial bank for providing better services to the customers so I
was recommended to KIST bank by the college. I went to the head office, Anamnagar
along with the recommendation letter and CV. After regular follow up with HRM of the

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organization he appointed me as intern to Main branch with effective from 27 th march to
26th may.

1.4.1 Placement

During the period of internship, Internee was placed in KBL’s Branch office at
Babarmahal as an intern for two months. At the time of internship, Internee worked in
CSD under the supervision of the department head. The placement in CSD helps me in
finding various knowledge about the banking sector, customers of the bank and how to
keep good relationship with customer’s for making an organization successful.

1.4.2 Duration of Internship

According to the Faculty of Management of Pokhara University, the internship duration

must be of 8 weeks. I successfully completed my internship started from 8th september to
9th november. The bank has closely monitored my attendance, performance, learning
skills, interactions and co-operation at the work place.

1.4.3 Activities performed in the organization

During entire internship period, internee was mainly placed at CSD. While placed at CSD
the main job is to deal with the customers who come in this department. The major tasks
that internee learns related to customer services under the supervision of KBL staffs are:

 Account opening and closing

 Issuing of cheques books
 Checking the bank balance of the customers
 Making the cheque books
 Registered entry of the cheque books and ATM cards
 Distribution of ATM cards, cheque books, pin number etc
 Filing the documents
 Filling the KYC of customer.
1.4.4 Limitations of the Study

While doing the internship in the bank there are certain limitation by which I can’t be
able to get what our course want. The limitations have been made of the study briefly
explained below:

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i. Time Inadequacy
Internship is only limited to two months period. Due to time inadequacy only
limited information could be achieved.
ii. Limited activities
Only limited activities are assigned while doing intern. The internship is
basically focused to deal with customers only.
iii. Limited information
Due to the busy schedule of other staff, only the information from junior
assistant is accessible which was very limited.
iv. Access to software
As the overall financial transactions are performed through banking software
with unique security code, interns were not allowed to operate them. Interns
are only permission to do manual work.
v. Corporate Policy
Corporate policy is very important in an organization. KBL being a reputed
commercial bank was not ready to leak important information even to the
interns for any kind of publication. Thus, corporate policy was one of the
limitation resources.

1.5 Introduction of Bank

Bank is a financial institution that deals with financial transactions. It is the financial
service institutions which receive deposits from savers and lends to those who are in need
of money. In other words it collects money from surplus units as a form of deposits by
providing certain percent interest and finances it to the deficit units for those who are
intending to use it in productive purpose by charging interest. Besides this, a bank
provides a range of agency services like remitting and collecting cash on behalf of its
clients, opening bank drafts and letter of credit facilities, underwriting shares of newly
established companies etc.

Banking institution plays an important role in flourishing an economy in the country. It

would be quite impossible for the industrialists and entrepreneurs for making investment
in huge sectors without bank. Thus it is important for every sector of an economy i.e.

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trade, industry, commerce, agriculture etc. and can be taken as a powerful tool in
exchanging the growth of an economy.

Therefore, bank is a financial institution intermediary especially concentrating on credit,

savings and payment services and performing a widest range of financial functions than
any other business firm in an economy. Its major function is to formulate capital by
collecting from small diversified savings scattered all over the nation.

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

with the accumulation of the temporarily idle money of the general public for the purpose
of advancing to other for expenditure.”

1.6 Evolution of Bank Worldwide

The term ‘bank’ is derived from the Latin word ‘bancus’, Italian word ‘banca’ French
word ‘banque’ which means ‘a bench’ and German word ‘bank’ which means joint stock
company. The evolution of banking sectors had started a long time back, during ancient
times. The early bankers, the Jews in Lombardy, transacted third business at benches in
the market place. When they are unable to meet their liabilities, the depositors used to
break their benches and the term bankrupted was derived. Bank provides the public with
checkable deposits, such as demand deposits as well as time deposits and uses their
depositor’s fund mainly to make loans and buy securities. Bank operates as financial
intermediaries standing between the ultimate lenders and the ultimate borrowers.

The bank of Venice, established in 1157 A.D. is supposed to be the ancient bank.
Originally, it wasn’t a bank in real sense being simply an office for the transfer of the
public debt. Subsequently, bank of Barcelona (1401) and Bank of Geneva (1407) were
established. The ‘bank of England’ was in 1694 A.D. In England, banking and its origin
can be started with goldsmith who adept the valuable thing of the public for the safe
keeping at certain commission and to be returned to those, the depositor wished.
According to Crowther, modern Banking has three ancestors-The Merchant, The
Goldsmith and The Money Lender. The modern banking system is leading the world

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countries in the 19th century. However the modern banking started agreed the introduction
of banking act 1883 A.D. at United States of America. Therefore, this trend of banking
slowly began to increase and spread initially all over the world.

Table 1.5 Origin of Modern Bank

Established Year Name of the bank

1157 AD Bank of Venice
1401 AD Bank of Barcelona
1407 AD Bank of Genoa
1603 AD Bank of Amsterdam
1619 AD Bank of Hamburg
1694 AD Bank of England
1770 AD The Bank of Hindustan
1937 AD Nepal Bank Ltd.
1957 AD Nepal Rastra Bank
1966 AD Rastriya Banijya Bank

1.7 History of Bank in Nepal

In Nepal, the banking industries came into existence since eighteenth century. According
to Nepalese History-“Gunakama Dev, the king of Kathmandu had burrowed money to
rebuild and rule Kathmandu in 1723 B.S.”

The establishment of ‘KausiToshaKhana’ during the regime of Great Prithivi Narayan

Shah and ‘TejnathAdda’ during the Prime Ministership of Rannodip Shah around 1877-
1933 B.S .were the banking agencies of those time. These agencies lead the initial step
toward the origin and the establishment of banking in Nepal.

Later ‘tejnath’ was replaced by the first commercial bank, Nepal Bank Limited during the
time of Juddha Shumsher in 1937 A.D. The need to regulate financial and monetary
system increased immensely resulting in the establishment of central bank. Nepal bank

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was established in 1956 A.D. In order to cater the demand of banking system, Rastriya
Banijya Bank was establishment in 1966 A.D under 100% government ownership.

With the establishment of Nepal Bank limited in 1994 B.S. the banking system came into
practice in Nepal. After the establishment of Nepal Bank Limited, Nepal Rastra Bank
came into existence in 2013 B.S. which is considered as the Central Bank of Nepal. It is
the bank of all banks which formulate the laws and policies for other banks in order to
make the banking system more systematic and organized.

In order to provide service to the agriculture sector, Agriculture Development Bank was
established in 1968.Two commercial banks i.e. Nepal Bank Limited and Rastriya Banijya
Bank both are owned by the government and two development banks in the form of
agriculture corporation were serving industrial and agriculture sector under the separate
acts of these institutions.

It was only in 1984 A.D. that Nepal Arab Bank, the first joint venture bank in private
sector, was established. It is the pioneer of joint venture banks in Nepal. Thus, there have
been tremendous changes in the history of banking industry in Nepal.

1.8 Commercial Bank

Commercial Bank is the eldest financial institutions in the history of banking.

Commercial Bank are one of the major financial intermediaries whose primary function
is transfer of monetary resources from saver to borrowers. Commercial bank is so named
because they specialize in loan to commercial and industrial business. They are owned by
private investors, called stockholders or by companies called bank holding companies.

The major objectives of commercial bank are to earn profit. Though the commercial
banks were established with the concept of supplying short time credit and working
capital needs of industries, they started to provide medium and long term loans for up to
10 years by the provision made in Commercial Bank Act 1974.Modern commercial banks
collects deposits in current, saving and fixed accounts from general public as well as

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from the institutions. It then distributes these collected deposits in the form of loans to
agriculture, industry, and service sectors as well as to individuals. Nepal Bank Limited is
the first commercial bank of Nepal established in 1994 A.D.

Commercial bank can play a vital role in giving a direction to economy’s development
over time by financing the requirement of trade and industry in the country. They draw
the community saving into organized sector that can allocated among the different
economy activities according to priorities laid down by the planning authorities in the

The commercial banks are those banks that pull together the saving of community and
arrange for their productive use. They activate the ideal money to the different productive
area. They supply the financial need of modern business by various means.

According to the American institute of banking defines “Commercial bank is one which
accepts demand deposit to check and makes short term loan to business enterprise
regarding of the scope of its other services”.

According to Nepal commercial bank act, 2031 B.S define “Commercial bank is one
which exchanges money and deposit money, accepts deposit, grants loan and performs
commercial banking function”.

In this way, various writers on banking have defined the bank in different ways since a
modern bank performs number of functions. So, it has become difficult to give a precious
definition of bank.

The lists of commercial banks are shown in the appendix 1.

1.9 Functions of commercial Bank

The primary function of commercial bank is to lending and borrowing of money from
and to people. Banks act as an intermediary between the surplus party and deficit party.
The basic functions of commercial bank are listed below:

Acceptance of deposits:

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 Demand deposit
 Saving deposit
 Time deposit

Advancing loans:

 Cash and credit

 Loan and advances
 Bank overdraft
 Discounting loan


 Purchase securities
 Investing shares
 Purchase government securities

1.10 Financial Sector in Nepal

With the growth in commercial banks, other different types of financial institutions
performing banking and non-banking activities came into the existence in order to meet
the various demands of the market and to ease the financial market activities .Currently
the Nepalese Financial Sector can be viewed as:

Table1.6 Classification of Bank in Nepal

S. No Organization No. of Institutions

1 Commercial Banks 32
2 Development Banks 89
3 Development Banks 77
4 Savings and Credit Cooperative 16
5 Micro Credit Development Banks 22
6 Non-Government Organizations 36
Total 272

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1.11.1 Background

KIST incorporated as Merchant Banking And Finance Limited in 2059 as 55 th Finance

Company under the Finance Company Act, 2042 and the Company Act, 2053. The
Company has been licensed by the Nepal Rastra Bank (Central Bank of Nepal) to
undertake financial services in the country. The Company has started its operation from
9thfalgun, 2059. The registered office of the company is situated at Kathmandu Metro
politician City Ward No.32 Anamnagar near Hanuman Sthan. The share of Bank is listed
at Nepal Stock Exchange Limited (NEPSE), the only Stock Exchange in the country, as
‘A’ category shares.

With the shared vision of ‘Power To Succeed ’KBL team is committed to providing the
quality products and services to its valued customers with upmost courtesy and care. Kist
Bank stands for customers’ convenience and support. The Bank is driven by values of
efficiency in operations, integrity and a strong focus on fulfilling the needs of every
customer by offering high quality and cost effective products and services. The
professional management team along with hard working and dedicated employees is
always looking forward to serve the customers, understand their needs and design
customer oriented services. The Bank has 365 days banking and provides evening
banking services from all branches .Deposit and withdrawal services are available from
all branches at free of cost. The Bank operates in highly automated environment in terms
of information technologies and communication systems, thus enabling delivery of
prompt and quality services.

The company believes in building long lasting relationships and making people apart of
the company. Company is committed to provide financial services to its customer in a
today’s competitive environment. The company is designing its various loan and deposits
schemes as per the customer’s need and the most productive financial plan.

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Hence, in-depth knowledge of the management team about the financial sector and
customer friendly environment are the strength of the company. Hard work, loyalty,
dedication to the customers is the attributing factors to the success of company.

1.11.2 Vision, Mission and Objectives of KBL

KBL has the following vision, mission and objectives: Vision

To become the best and leading bank based on operational excellence and superior
financial performance.

1.11.2 Mission

 To contribute in the economic prosperity of the country

 To provide the best financial products and quality services to its customers
 To enhance shareholders value
 To create excellent growth opportunity for the employees

1.12 Objectives

The objectives of KBL are:

 Providing national economy, society and individuals

 Providing international quality banking services to the corporate
 Enhancing the market share
 Not only providing employment opportunities but also career development plan
for the employees of the bank
 Identifying the business prospect
 Introduce modern banking technology to facilitates transaction
 Mobilizing capital on important areas
 Entrepreneurship development
 Maximizing the market value of share and ensuring internal stability along with
internal strength
 Participation in social causes

1.13 Share capital

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The Authorized Capital of the Bank is Rupees 5 Billion and the Issued and Paid-Up
Capital is Rupees 2 Billion. 60 Percent of the Paid-Up Capital is held by the promoter
and remaining 40% is held by the general public.

1.13.1 Authorized capital

The Authorized capital of Kist bank is NRP 500000000 (5 billion) divided into 50 million
equity shares of NRP 100 each.

1.13.2 Issued capital The issued capital of Kist bank is NRP 2000000000 (2 billion)
divided into 20 million equity shares of NRP 100 each.

1.13.3 Paid up capital

The paid up capital of Kist bank is NRP 2000000000 (2 billion) divided into 20 million
equity shares of NRP 100 each.

Table: 1.11 Ownership Structure of KBL

Group Shareholders No. of Share capital Paid up Payment

Shares in % capital in %
A Promoters 12000000 60% 12000000000 100

B General 8000000 40% 800000000 100


Fig: 1.11 Ownership Structure of KBL

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1.14 Board of Directors of KBL

To run each and every organization it needs a well experienced and qualified team of
professionals. Likewise, the Kist bank has a seven member Board of Directors (BOD) out
of which three represents the promoter’s group, two represents the general public and one
represents the Professional Director.

Table: 1.12 B.O.D of KBL

Mr. Ram Prasad Dahal Chairman

Mr. Bal Narsingh Gharti Acting Chief Executive Officer
Mr. Pragun Shrestha Chief Credit Officer
Mr. Bal Kumar Pandey Chief Legal & Compliance Officer
Mr.Bam Dev Dahal Chief HR & Adminstrtion Officer
Mr. Bhesh Raj Khatiwada Chief Operating Officer

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1.15 Products and Services of KBL

KBL provides various types of deposits including savings, fixed and call deposits at an
attractive rate. KBL has also designed easy, convenient and safe services to its valued
customers. KBL

Table: 1.15 Product and Services of KBL

Product Deposits Product Credit Services

1.Savings Accounts 1.Consumer Banking  Unlimited

 Kist Normal Saving  Housing Loan withdraw/deposits
 Kist Khutruke Saving  Hire purchase Loan  Extended
 Kist Student Saving  Education loan
 Kist GauleBachhat  Chelibeti Home
 Kist Super Saving Hours
Loan  Free bank
 Kist Senior Saving
 Kist Taxfree Saving Statement on
 Kist Bonus Saving 2. Corporate Loan
 Project finance  SSB Debit Card
 Trade Finance
2. Kist Fixed Deposit  24 Hour Banking
 Working Capital  Clearing House
Loan Facilities
3. Kist NaranariNikshep  Bank Guarantee  Free ABBS
 Kist Udyamshil
Loan  SMS Banking
4. Kist Udyamshil Deposit
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 Kist Microfinance  Internet Banking
5.Kist SahakariKhata  Remittance
Wholesale Loan
 Payment of
Telephone Bills
6.Kist Call Deposit Account

7.Kist Current Account


1. Savings Accounts

KBL encourages the saving habit of both individuals and institutions through introducing
different attractive saving schemes. They are described below:

i. Kist Normal Saving:

This account can be opened by any people. Most of the customer of Kist opened this
account. The features of this account are listed below:

 Minimum balance Rs 1000 is required to open this account

 Offers interest rate of 5% on daily basis.
 Free cheques books and free ATM card for one year.
 Unlimited cash deposit and withdrawal from any branch of KBL
 ABBS,SMS and Internet banking facility also available

ii. Kist Student Saving:

This account is targeted towards college level students by offering them higher interest
rate than normal saving in same minimum balance. To open this account photocopy of
valid student id is must. This account offers the interest rate of 5.25% on daily basis. It
has following features:

 Minimum balance Rs 100 is required to open this account

 Offers interest rate of 5.25% on daily basis.
 Free ATM card for one year.
 Unlimited cash deposit and withdrawal from any branch of KBL
 ABBS,SMS and Internet banking facility also available

iii. Khutruke Savings Scheme

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Kist Khutruke Savings is a form of Savings Account which aims to cultivate savings
habit amongst the children and encourages the parents for the best utilization of money
for their children. It has following features.

 Account can be opened by Children & Housewives

 Attractive interest rate i.e. 5.25% p.a., calculated on daily balance and credited
 Minimum Balance is only NPR 100/-
 Unlimited Withdrawals/Deposits.
 Extended Transaction Hours.
 Free Bank Statement on demand

iv. Kist Gaule Bachat

Gaule Bachat is a saving account targeted to the individuals staying in villages. This
account aims to increase the banking habit of the villagers. It has following features.
 Account can be opened by citizens having permanent address at Village
Development Committees
 Attractive interest rate i.e. 5.25% p.a., calculated on daily balance and credited
 Minimum Balance is only NPR 1000/-
 Unlimited Withdrawals/Deposits.
 Extended Transaction Hours.
 Free Bank Statement on demand.
 Personalized cheque book facility.

iii. Kist Senior Citizen Saving:

This account is targeted towards senior citizen of age above 58. This account offers the
interest rate of 5.50% on daily basis. Other features are similar to normal saving.

iv. Kist Tax Free Saving:

In this account, the account holders don’t have to pay tax. The bank itself pays the tax of
3% charged by the government. Account holders enjoy the interest of 6% in this account.

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2. Kist Fixed Deposit Account

Kist has introduced several schemes of Fixed Deposits in order to cater the needs of its
valued depositors. KBL offers attractive rates of varied maturities ranging from three
months to above five years. Customers can get interest payment on a quarterly basis or at
maturity depend upon the option of customers. It has following features.

 One of the highest interest rates in the market.

 Flexible tenures up to above 5 years.
 Flexible interest payment mode.
 Free Bank Statement on demands.

The interest rates are shown in table below.

Table: 1.16 Interest rates of fixed deposit account

Tenure Interest Rates Interest Rates

(Individual) (Institutional)
1 Month - 3.00%
3 Months - 4.00%
6 Months - 5.50%
1 Year 8.75% 7.00%
Above 1 Year 9.00% 7.50%


3. Kist Naranari Nikshep:

This is the special product offered by KBL to its customers. Some of the features of this
account are as follows:

 Minimum balance required to open this account is Rs.5000

 Offers 6% interest rate on daily basis.
 Other facility similar to normal saving.

4. Kist Udyamshil Deposit:

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This account is targeted to business organization. This account also provides 4% interest
rate and can also be used for transaction purpose.

 It requires the minimum balance of Rs.10, 000

 Other facility similar to other saving account

5. Kist Sahakari Khata

With the vision of encouraging the role of cooperative organizations in the economic
development of and prosperity of the country, Kist Bank has introduced Sahakari Khata.
I’s features are as follows:

 Minimum balance of NPR 25,000.00

 Account can be opened only by cooperatives.
 4 % p.a. interest on daily balance.
 Unlimited withdrawals and deposits.
 Discount of 25% in Locker Facility.
 Discount of 50% in Outward Remittance Service.
 Free statement on demand.

6. Kist Call Deposit Accounts

Call deposit account is like current account but with nominal interests. This type of
account is good for business houses and is provided only to regular customers. Its
features are:

 Account can be opened only by companies, firms or other organized Institutions.

 Negotiable interest on daily balance.
 Unlimited withdrawals and deposits.
 Free statement on demand.
 Standing Instructions etc

7. Kist Current Account

A current account is ideal for carrying out day-to-day business transactions. Kist Current
Account offers the flexibility of accessing account anytime, anywhere; pay using payable
at par cheques or deposit cheques at any Kist Branches. It has following features:

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 Minimum balance of NPR 1,0000.00.
 Account can be opened only by companies, firms or other organized Institutions.
 Unlimited withdrawals and deposits.
 Free statement on demand.
 Standing Instructions etc

Similarly, various forms of services provided by the KBL are as follows:

i. Remittance:

KBL has designed easy, convenient and safe money transfer anywhere in the world in an
attractive exchange rate.

ii. Kist ATM Card Services:

Kist has provided its ATM card services to all its customers through 84 different places of
Nepal. Recently Kist has also introduced VISA card for facilitating its customers.

iii. Locker Facility:

Kist has provided safe locker facility to its valued customers. The charge is very nominal
as compare to other Financial Institutions. At the time of hiring a locker, bank had obtains
security deposits of Rs.5000 in respect of rentals and other dues on locker services like
breaking open/replacement of lock in case of loss of keys etc. This amount is refundable
at the time closing this facility. Annual charge of Rs.1000 is deducted from customers’

iv. Cheque Clearing Facility:

With the help of ECC, the cheque deposited by the customers can be cleared in the same
day. But these cheques should be of those Financial Institutions’ that are the member of
the clearing house of NRB.

v. SMS Banking:

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With the SMS banking service, customer can check about their present account position,
receive notification of different transactions and do other banking activities through their

vi. Internet Banking:

KBL provides the secure banking transactions to its valued customers through the
internet. Customer can request for the cheque book as well as stop cheques, view account
statements, transfer the money from own KBL account to other KBL account, message
the bank and many more. To access their account customer need to open KBL websites
and to log in a user account.

vii. Any Branch Banking Service

This is the facility through which the customer can perform their transactions like
deposits and withdrawals from any branch without taking any charge. From the 51 branch
offices of KIST, customers can take this facility.

1.16 Information Technology

To be able to be competitive in the current market of Nepal, Kist Bank has been using
best technologies to maintain quality of services offered to its valued customers. It has
used latest banking software “PUMORI” to provide its best services to its valuable
customers. In order to facilitate the customers, the bank has been offering SMS Banking,
internet banking, mobile recharge, utility bill payment, and many more facilities.

1.17 Branches of KBL

At present, Kist Bank provides banking facilities and services to rural and urban areas of
Nepal through its 52 branches. Its branch network covers all 5 development regions. It is
in the market with the 84 ATM network to make its service reachable everywhere to meet
the customer requirement. The Branches of KBL are shown in the appendix II.

1.18 MAIN Branch of KBL

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This branch of KBL is situated in the commercial area ofBabarmahal, Kathmandu . The
bank started its operation from 2009.This is the 1st branch of KBL Currently it constitutes
of 35 to 40staffs.Since it is located in the commercial area ,the branch has to face tough
competition with many other established bank of this area. Standard Chartered, Everest
Bank, Nabil Bank, HBL etc are the main competitors of this branch. These branches have
started its operation so many before Kist have operated its branch in Khichhapokhari. So
it is very tough work to divert minds of local people towards new bank and break the
loyalty of customers. Since it is located in prime commercial area i.e. Peoples Plaza bank
has lots of scope to improve in the days to come

1.18.1 Department in MAIN Branch

Main branch is one of the profitable branch of the KBL .Since it is located in business
area of Kathmandu; it has to perform its operation in a very competitive way. This branch
has various departments: cash department, credit department, operating department,
account department, card department and customer service department.

i. Cash Department

This department mainly deals with the cash transactions. The teller runs under the
direction of account head and Operational in-charge. The tellers are restricted to pay
amount above 5 lakhs until the verification of Operational in-charge.

ii. Credit Department

This department is concerned with dealing the customers who want loan from the bank.
This department verifies the creditability of the customer by field visits and credit rating.
After this, only this department grant loan to customers under the direction and
supervision of Branch Manager. There are various types of loan by which it facilitates the

iii. Operating Department

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This department is responsible to look and managed the overall operation of the bank.
Operational in-charge handles the withdrawal management, deposit management and
maintain the proper cash in ATM.

iv. Account Department

This department looks after the remittance as well. It works as the agent of transferring
the money of one person to other parties by charging nominal commission. Hence, in a
very nominal exchange rate it has provide the easy, convenient and safe money transfer
anywhere in the world.

v. Card Department

Main branch print the card of customers under the request from different other branch
office of KIST. This department handles applications of the card which are requested
from different regions of Nepal. The issue of primary card, reissue of ATM card,
changing the pin number and other activities related with the ATM card are handled by
this department. Other activities like distributing the ATM card to each branch office,
listening customer complaints, solving problem of card handling, cancellation of lost and
uncollected card, E-banking password and other are sort out by this department.

vi. Customer Service Department

Since this department is the front–desk of an organization it links between an

organization and the customer. This department deals with providing information related
to the product and services offered by the bank. It performs the task like opening account,
account closing, informing to customer, mailing to customer, receiving cheque request,
cheque printing along with providing statement, receiving customer complain, and many

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2.1 Activities Performed in Customer Service Department

CSD is the very first place where the customer first gets the service. In today’s
competitive business environment, customers should be treated with the upmost respect
and dedication. The image and reputation of the bank depends upon effective functioning
of this department. It is important to know that a highly satisfied customer stays longer,
buys more as the organization introduces new product, pay less attention to competing
brands and even do word-of-mouth advertising. Hence, through the effective functioning
of CSD only such satisfied customers are possible in large extent.

2.1.1 Responsibility Given and Activities Carried Out by Internee

Most of the time of internship was spent on CSD. The various activities performed while
working in CSD under the supervision of department head are given below:

i. Receiving the Visitors:

One of the most important functions of the CSD is to receive the visitors. The staff at the
reception should be very polite and helpful. The visitors are there for various purposes
such as meeting a particular person, to open a new account, close an existing account,
inquiring related to ATM card, loans, services provided by the bank, ABBS system and
many more. For that particular purpose the intern helped the visitors by providing the
prompt and relevant services.

ii. Filling and Documentation

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Filling and documentation are very important task that the CSD staffs do. The entire
paper work has to be done simultaneously to the computer work. There are different files
for filling different documents. The account holders’ form, their signature cards, and their
request slip all are filed in separate files. Hence the intern has to know the process of
filling the document as per their nature and their use.

iii. Receiving the Telephone Calls:

Another important function of the CSD is to receive calls. All calls are important. The
caller must not be made to wait for too long to get answered. In CSD, the intern learnt to
respond to the every calls receive politely and courteously.

iv. Opening of Accounts

It is the job of the staff working in CSD to instruct anyone who may have problems in
filling the forms. For that particular purpose, intern helped the customers by filling up the
form, verifying it whether the forms are filled up properly or not and check whether the
required documents are attached or not. The documents to be submitted while opening
accounts are different according to customer they may be Individual customer, Sole
proprietorship firms, Partnership Firms and Limited Company.

The customer need to fill up their concerned account form and deposit the minimum
balance as per the requirement of the account type they have chosen like savings account,
call account, current account and so on.

The internee checked whether all the necessary details had been filled or not. Some of
them are:

 Account Type
 Date and name of branch of bank to open account
 Name of the account holder/s.
 Nationality of customer
 Mode of operation(single or jointly)
 Nomination if required (if yes, then his/her name, father’s name, address and relation
to the account holder

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 Name and account no. of any existing customer as reference
 The signature of account holder/s
 Name and address of guardians and relation if the account holder is minor

Account Opening Procedures

After fulfilling the requirement of the issued account opening form and all the required
documents, it is received by the CSD. Through
Customer checking and verification of original
enquiry about
documents, a stamp stating “VERIFIEDtheWITH
ORIGINAL” is affixed on the photocopy
of all the supporting documents. Then the intern handed it over to the CSD head. Finally
all these details are taken to the operating head account for further verification and
approval. Intern tries to solve the
Filling KYC Form

As per the direction of NRB, separate KYC form must be filled to store the detailed
information of the customer. This is done to get the full information about the customer.
This further help the bank while granting loans as well because it helps to find whether
the customer is blacklisted or not. custome

Open Account with 2 Doesn’t open the

photos and original Account

Intern gives the form

Figure 2.1: Flowchart showing the procedures of Account opening

Checks the filled form
and hand over the form
to the CSD staffs

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Account opened, intern
fills the deposit
vouchers and gives to


Satisfied customer

v. Account Closing

In CSD, after filling the closing form along with specifying the reasons for closing, the
customer can closed their bank account and terminate all transactions with the bank. For
that particular purpose, intern informed them to return all cards and cheques taken from

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bank. These cards and cheques should be attached with the form filled and submitted to
the CSD head, Operational in-charge and Branch Manager.

Requirement for Closing Individuals’ Account

The account holder must be present to close the accounts along with the cheque book and
ATM card issued by the bank. Name, account number, and the reason for closing the
existing account should be mentioned in the account closing form.

Procedure of Closing Individuals’ Account

After the account closing request is received from customer, this form is taken by CSD
for the ‘no objection’ in all departments (credit and operation). If the account is of large
deposit or transaction it is taken to the manager for the approval. If customer closes
account after three months of account opened date, Rs 300 is deducted from customer’s
account as closing charge. If customer closes before three months, Rs.500 is charged.

vi. Issuing Cheque Books:

The cheque books are issued immediately to the customers after opening an account. The
cheque book of ten leaves is only given to new customers. Old customers can request for
the cheque book with maximum fifty leaves by filling the cheque request slip. Account
holders can also send others in their behalf for receiving the cheque book with request
slip including verified sign. For this, intern made cheque book from printed cheque slips
along with recording the details manually The A/C holder’s name, A/C number, cheque
number; date etc should be recorded in the register book as well.

Table 2.1: Preparing and Issuing Cheque Book for New Account holder

The Account holder’s sign is taken in requisition

slip(kind of document for the bank)
Step 1

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The requisition slip of whole day is collected and on
back of new requisition slip the name of Account holder
Step 2
and their Account number are written

Date, Account holder’s name and Account number is

written on the cheque book. Also the serial number of
Step 3
cheque book is written

Then the detail is entered in Pumori system and cheque

is printed
Step 4

Then cheques are made by placing the new requisition

slip written on back prior to three cheques at the end
Step 5

When the Account holder comes to collect their cheque

if the sign matches with the previous sign done on
Step 6
requisition slip then they made to sign on cheque book
and finally cheque book is given to them.

vii. Distribution of ATM Card

The ATM cards are made generally during 3-4 days of opening account. Once the cards
arrive to CSD then the intern should informed the card holder through telephone. Intern
should also arrange the cards in chronological order. These are then distributed to the
account holders recording the necessary information.

viii. Print statement and distribute to the concern customer

An internee had followed the following steps to print statement and distribute to concern

Figure 2.2: Flow Chart of Issuing Statement

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Customer request for the

Ask the statement

Account number
and name

Enter in system

Click on, on demand


Ask the date from which

the statement is to be

Type date and click on


Put statement paper on


Click on print and give the

printed statement.

2.2 Felt/ Observed Gap

Theories are developed from the testing phenomenon several times. This phenomenon
consists of fact and truths that have been collected from the universe. It is quite obvious
that the facts are not understood in the same way as they were learnt. The intern also

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faced this complexity while trying to implement the theoretical knowledge into practice.
Following were the discrepancies or mismatch between theory and practiced as

 Customers were not treated as gods as we normally talk about their importance in
 The etiquettes of good governance and corporate culture were observed in a
different fashion from those read in the text books of management.
 Most of the banking functions were not understood without the help of some trainings;
only theoretical knowledge was not sufficient.
 The intern was only allowed to perform the clerical task despite the fact that BBA
aims to develop mid level managerial abilities.



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3.1 Conclusion

Due to the growing number of commercial banks and other financial institutions throat-
cut competition among these institutions are also increasing. To remove the unhealthy
competition among these institutions NRB has been introducing new phase of banking
policy and regulation time to time.

During whole period of internship and the preparation of this report the intern learnt a lot
about the banking sector and banking operation. The internship has been fruitful to me in
many ways. This internship program provides me the opportunity to understand the
practical aspects of running the organization and dealing with the forthcoming challenge,
weakness and threats. This programmed has helped me to learn about the KBL and its
operation more significantly.KBL is one of the growing commercial bank in Nepal due to
it efficient staffs as well as well trained and professional management team. The bank has
focused in improvements of the information technology, venturing into new area of
banking activities and has laid greater stress in improving the quality of manpower.

KIST bank visions is to be the leading bank by providing excellent service and increasing
the significant number of satisfied customers. It worships the customer as god and
believes that customer is always right It always put the needs of customer first than
others. . KIST is committed to meet the financial needs of the customers and exceed their
expectations through innovative solutions. It promises to deliver customer centered
products and services with the customer care and full satisfaction.

Hence, being an intern at KIST bank has fostered the degree of passion, punctuality and
taught to work in actual organization setting as its part. This will definitely help the intern
in future where s/he works in any financial institutions. Similarly, dealing with numerous
customers with varied expectations, handling their complaints at the spur of moment
without losing temper etc will undoubtedly help the intern in the long run of their
professional career. Besides this, the intern concluded the following things:

 Kist is excellent in term of their services despite with some pros and cons.
 KBL is able to increase its profitability with the good management skills and
professional management teams.
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 The intern got the chance to know the general banking in the present context of
 The intern got an experience to deal with varied customers

3.2 Lesson Learnt

Working as an intern in KIST Bank for two months, I was able to use myself in the world
of business where I could apply my theoretical knowledge into practice. This internship
also provided me with greatest opportunity to learn the general overview of banking
operation. Further, it provided me the practical exposure and helped me to understand
corporate social responsibility and develop corporate attitude.

 Learn the importance of time management

 Learn and understand the need of communication skills in organization.
 Learn to know how is the work performed in bank and what is the work culture of
 Learn lot of other aspects other than banking as to socialize with the people, to deal
with the senior staffs, and to deal with the intern colleague so as to make the working
environment easier and friendlier.
 Learned that behavioral issues are most important inside the organization. Customer
feel satisfied when they are behaved properly. Their queries and problem need to be
answered in a friendly way so as to retain them in an organization.
 Learn to work under pressure and to handle the work at rush hour effectively and
 Learn that any work perform in the organization should be team effort rather than
single one.
 Learn that each and every staffs in the organization should be hardworking, efficient
and cooperative.
 Learn the working procedures of CSD.
 Learn to know that customer service must be always patient, careful and talk to
customer in ethically and responsibly.
 Learn the proper way of filling and record keeping.

During internship the placement was in CSD so I was able to learn all the activities that
are carried out by this department mostly. Through intern, I was able to develop some
qualities in me which will be helpful for me throughout my life. Internship at financial

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institutions not only gives us an insight to learn the banking operation in Nepal, but also
boosts our future prospects in banking sectors.

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