Internship Report on Siddhartha Bank Limited (SBL), Nepal.

CHAPTER ONE

INTRODUCTION

1.1 Background
The development of any country depends upon the economic development of that country and
economic development is supported by the financial structure of that country. Banks comprise an
important segment and priority sector of financial infrastructure in any country. In the modern
economy, banks are considered not as dealers in money but as the lenders of development. As
per Nepalese financial sector, it is composed of the banking sector and non-banking sector.

Bachelors in Business Administration are the program degree program introduced by Tribhuvan
University (FOM) which has the academic duration of eight semesters covering international
standards of four years. This program is directly coordinated, monitored and controlled by TU
(FOM), Office of the dean which also functions syllabus design and holding the examinations.

The internship program has been designed by TU for the partial fulfillment of the degree of BBA
of the course Banking and Financial Management. According to the designed pattern of this
program, students need to undergo internship for the period of the minimum of 8 weeks and
prepare the report for the fulfillment of BBA program. With the help of internship program,
students can highly develop their interpersonal and communication skills to sustain the pressure
from today’s competent world. The internship is considered as a platform for gaining practical
knowledge to perform effectively in the dynamic and competitive environment with working
experiences.

In order to accomplish this course of internship Siddhartha Bank Limited, Tinkune Branch has
been selected. This project report is based on experience while working as an intern in the bank
and main focus is on Customer Service Department and Remittance Department.

It was a great opportunity to work as an intern at Siddhartha Bank. This experience gave me an
opportunity to cope up with the working environment in the bank and utilize conceptual
knowledge in the specific area of the study.

1.2 Objectives of the study

Internship plays the vital role to gain the practical knowledge and to develop our corporate skills.
The objective of our study is to gain sufficient knowledge about the working system of the
organization. Various objectives are fulfilled during internship periods such as understanding
organization practice and policies, gaining conceptual and analytical knowledge about the
banking industry.

The main objectives putting it all together are as follows:

1. To familiarize with the realistic environment inside the institution.
2. To cope up with the corporate culture.
3. To identify the status and trends of product available in Siddhartha Bank, Tinkune.
4. To gain the required strength to face the problems that come in the way.
5. To develop the confidentiality level, competitive level, performance level in order to face the
problem that comes in the way.
6. To practically apply the theoretical knowledge in the business field and to build up the
exposure facilities.

1.3 Methodology

1.3.1 Organization selection

Selection of organization for the internship program is always a crucial task. As internship
program provides an opportunity to learn about the organization and get better understanding and
a more balanced view of organization it must be selected in personal interest and related field of
specialization.

One of the major fields is the banking sector. Being the student of BBA specialization in at the
present scenario, among different fields related with the management and finance, the internee
has selected the commercial bank, more specifically SBL as the destination, because banks are
the most prominent user of management and finance. I was sure of getting the proper knowledge
about the banking knowledge, trends and modern banking practices in SBL.

1.3.2 Placements
During my internship period, I was placed in customer service department of the Tinkune Branch
for four weeks. For four weeks, I was in remittance department.

Table 1.1 Duration of internship in various departments

S.N Department Duration

1 Customer Service 4 weeks
2 Remittance 4 week

1.3.3 Duration of internship

Under the BBA program of TU, internship of 8 weeks is compulsory for BBA students, so I got
the golden opportunity to work for 8 weeks in Siddhartha Bank and got the chance to face the
real workload. I did my internship from 10th May 2012 to 1st August 2012 at Tinkune Branch of
Siddhartha Bank. During the internship period, I was placed in customer service and remittance
department to acquire adequate knowledge as far as possible in limited time.

1.4 Activities Performed in Organization

As I was placed in the Customer Service Department and Remittance Department, I performed
various activities related to CSD and Remittance Department. The activities I performed in the
organization, during my internship on the basis of the department are as follows:

1.4.1 Customer Service Department

• Dealing with different customers both regular as well as new to the organization
• Responding queries of the customer related to the products and services
• Providing different kinds of forms to the customer such as Account opening form, Account
closing form, debit card application form, Internet banking form, SMS banking form etc.
• Collecting necessary documents required for account opening procedures from the customers.
• Providing the balance statement and balance certificate to the demanding customers after
verifying the account holder signature.
• Recording the ATM cardholder information in the register after the arrival of ATM card and
providing them to the respective customer after verifying the signature.
• Preparation of cheque books, recording the information and providing it to the respective
customer after verifying the signature.
• Informing the customers who they do not collect their ATM cards and checkbook at the given
time.

1.4.2 Clearing Department

Clearing Department is one of the counters under the operation department where both the
inward and the outward cheques are handled. An individual might receive payments via cheques
of various banks, but it will be time-consuming for him to go in all the banks.NRB provides the
common platform for each and every bank to deal with the cheques of different banks. The basic
works performed are as follows:

• Receiving the cheque for clearing.

• Endorsing the cheque
• Making entry in the ECC system for clearing
• Informing the client in case of cheque return
• Returning the rejected cheque to the respective clients and maintain proper records
• Handling queries of the customer regarding their cheques sent for clearing.

1.4.3 Remittance Department

Remittance simply refers to the transfer of funds from one place to other and from one country to
another through various means. Remittance provides very effective services to its valued
customer. The works performed in this department are:
• Finding out from where the money was sent
• Receiving the confirmation
• Contacting helpdesk to solve problem

1.5 Limitations of the Study

Doing the internship was a great achievement in itself. However, there were still some
limitations. The main limitations of internship are listed below:
• Due to lack of time, the study of each and every activity of the bank in depth was not
possible.
• Due to secrecy to be maintained in an organization, unavailability of information created a
problem.
• Some portions of the data analysis are based on the verbal information provided by the
employees of the concerned department so there may be some degree of data inaccuracy of data
presented in this report.
• The bank staffs was very busy on their work and they have very little time for interns.

CHAPTER TWO

INTRODUCTION TO BANKING INDUSTRY

2.1 Meaning of Bank

A bank is a financial institution licensed by a Government. Its primary activities include
borrowing and lending money. Many other financial activities were allowed over time. For
example, banks are important players in financial markets and offer financial services such as
investment funds. In some countries such as Germany, banks have historically owned major
stakes in industrial corporations while in other countries such as the United States banks are
prohibited from owning non-financial companies. In Japan, banks are usually the nexus of the
cross-shareholding entity known as Zaibatsu. In France, bank assurance is prevalent, as most
banks offer insurance services (and now real estate services) to their clients.

The bank is a financial institution, which deals with money. It allows interest on the deposits
made and charges interest on the loans granted. The different in the interest rate on lending and
deposit, interest rate spread, is the major source of income for the bank. Interest on lending is
higher than the deposits. It is an agent of its clients, which remits money, collects incomes and
pays expenses on behalf of them. It performs the wide variety of functions, which provide utility
to the individual, corporation and general public.

The bank has been defined by different people and institutions in various ways. Some of the
definitions are as follows:

According to US Law, “Any institution offering deposit to withdrawal on demands and making
loans of commercials or business nature is the bank.”
According to Crowther, “The banker’s business is to offer his own exchange, and thereby
creating money.”

Thus the bank is a financial service institution especially concentrating on credit, saving and
payments services and performing the widest range of financial functions of any business firm in
the economy. So, the bank has become the essential part of modern society, which helps in the
development of the overall condition of a country.

2.2 History and Origin of Bank

The word ‘Bank’ has been derived from the Italian word ‘Banco’ which means a place for
keeping, lending and exchanging money. The origin of banks can be traced back to ancient
Greece and Roman civilization where the people used to store precious metals and coins at the
safe places. In England, banking originated with the goldsmith who started to accept the deposits
from the merchants. The banking sector started as the public enterprise in 1157 AD when the
“Bank of Venice” was founded.
According to Crowther, the modern banking has three ancestors who are the merchants, the
goldsmith, and the moneylenders. The merchant banker forms the earliest stage of the evolution
of the modern banking. Merchants in those days required the remittance of money from place to
place and while trading. This practice gave rise to the origin of ‘hundi’ in those days which are
carried out today in the form of drafts, cheques, traveler’s cheques and other means of
transferring the money. In England, the original representative of the private banks was the
goldsmith. They charged fees against the safekeeping of the gold and silver. Later on the
goldsmith started the banking function in 1800 AD.

The development of the commercial banks can be traced back to the 19th century. During this
time, the banks turned their attention away from money changing business to many important
jobs that come in the wake of industrial progress. The 20th century observed the development of
various banking institutions highly specialized and sophisticated, particularly in the USA and the
UK. Today organizations like IMF, ADB etc. are influencing the modern banking. Coming
nearer, the ‘Bank of Hindustan’ was the first commercial bank of India which was established in
the year 1770 by an English Agent in Calcutta.

The modern economic system cannot function without the bank. According to the modern
concept, banking is a business that not only deals with borrowings, lending and remittance of
funds, but it is also the important instrument for fostering economic growth. Presently there are
various types of banks are established, for instance, industrial bank, commercial bank,
agricultural bank, joint stock bank, co-operative bank, and development bank with the different
purpose.

2.3 Emergence of Banking in Nepal

The banking sector is one of the oldest service industries in Nepal, which has gone through
various stages of development since the time immemorial. Through the modern banking
institution has a relatively recent origin in Nepal, some crude bank operations were in practice
even in ancient times. In the 11th century, during Malla regime there was an evidence of
professional moneylenders and bankers. It is further believed that money lending business,
particularly for financing the foreign trade with Tibet, became quite a popular reign of Mallas.
But there were inconveniences caused by lack of specific rules and regulations.

This led the then prime Minister Ronoddip (1877-1885) to established Tijarath in Kathmandu,
which was a government financial institution supplying credit to the people at 5% rate of interest
against the security of gold, Silver and Ornaments. Later Tijarath was replaced by the first
Commercial bank, Nepal Bank limited, during the time of Juddha Shamsher which solved most
of the problems related to trade and commerce faced during the period.
His Majesty King Tribhuvan inaugurated Nepal Bank Limited on Kartik 30, 1994 B. S. This
marked the beginning of an era of formal banking in Nepal. Until then all monetary transactions
were carried out by private dealers and trading center.

Nepal has many governments owned as well as private banking ventures. The highest authority
on the pyramid is The Nepal Rastra Bank. This is the central bank of Nepal that decides and
makes various guidelines for the banking sector of the country. The bank with the largest
network in Nepal is The Nepal Bank Ltd. It is closely followed by Rastriya Banijya Bank.
Currently, the banking system of Nepal functions under the overall supervision and guidelines of
Nepal Rastra bank, which is the central bank in the country. The bank was established in 1956
B.S. under the Nepal Rastra Bank Act 1955. The new Nepal Rastra Bank Act was brought out in
2002 B.S. by replacing the erstwhile Act of 1955. The new Act has provided operational
autonomy and independence to the Bank. Banks can be classified into 7 different categories on
the basis of their nature. They are Central bank, Commercial banks, Development Bank,
Agricultural Bank, Industrial Bank, Rural bank and Exchange Bank. There are altogether 31
commercial banks.

To reflect this dynamic environment, the functions and objectives of the central Bank have been
recast by the new NRB Act of 2002, the preamble of which lays down the primary functions of
the Bank as:

• To formulate necessary monetary and foreign exchange policies to maintain the stability in
price and consolidate the balance of payments for sustainable development of the economy of
Nepal
• To develop a secure, healthy and efficient system of payments;
• To make appropriate supervision of the banking and financial system in order to maintain its
stability and foster its healthy development;
• To further enhance the public confidence in Nepal's entire banking and financial system.

2.4 Commercial Bank

A commercial Banks means the bank which deals in exchanging currency, accepting the deposit,
giving loans and doing commercial transactions The concept of bank evolved from the concept
of commerce and bank as the financial institution, which deals in accepting deposits of persons
and institutions and in giving loans against securities. Commercial bank supplies the financial
needs of modern business by various means. Commercial banks offer a wide range of corporate
financial services that address the specific needs of private enterprise. They provide the deposit,
loan, and trading facilities but will not service investment activities in financial markets.
Commercial banks play a number of roles in the financial stability and cash flow of countries
private sector. They process payments through a variety of means including telegraphic transfer,
internet banking, and electronic funds transfers. Commercial banks issue bank checks and drafts,
as well as accept money on term deposits. Commercial banks provide a number of import
financial and trading documents such as letters of credit, performance bonds, standby letters of
credit, security underwriting commitments and various other types of balance sheet guarantees.
They also take responsibility for safeguarding such documents and other valuables by providing
safe deposit boxes.
In the previous year’s banks were viewed as the acceptor of deposits only but this concept has
now changed, the modern commercial banks have now been performing for the overall
development of trade, commerce, industry, agricultural including priority and deprived sector.
The growing banking needs, habits of the people and competitive environment has made the
banking sector challenging.
The major activities of commercial banks are as follows:

1. Accepting Deposits
The major important functions of commercial banks are to accept deposits from customers.
Commercial Banks accept deposits from individuals, Partnership firms and colorations and from
center government and local governments. The various types of deposits accepted by
Commercial banks are as follows:

• Current or Demand deposit

• Time deposits
• Saving deposits

The amount deposited in the bank for fixed period is known as fixed time deposits. The amount
deposited under their account cannot be withdrawn before maturity of the time period. The
deposits in this account pay higher interest in comparison to other accounts under savings.
Similarly in the Current account, customers can draw money times in a day according to their
necessities in which the banks does not pay any interest to the amount deposited under this
account.

2. Providing Loans
The second important function of a bank is to provide different types of loans. It provides loans
in the field of trade, Commerce, and industry and even to agriculture sectors. The principal
business of commercial banks is to make loans to qualified borrowers. Bank loans may be
classified as loans and advances, Overdraft, cash credit and discounting of bills and so on.

3. Investments
Commercial banks also extend credit when they purchase securities. A very high percentage of
these securities represent obligations of governmental units. These are the primary functions of
the commercial banks and the secondary functions of commercial bank are as follows:
• Safety of valuable goods
• Issue credit instrument
• Dealing of foreign exchange
• Economic information and statistics
• Work as referee
• Issue of guarantee
• Government transaction
 CHAPTER THREE

INTRODUCTION TO SIDDHARTHA BANK

3.1 Company Profile

Siddhartha Bank is one of the rising commercial bank of Nepal. It was established in 2002. It is a
class “A” institution licensed by NRB in the Nepalese economy. It was founded by reputed
entrepreneurs and has strong and sizeable capital base. It is powered by professional and
experienced management team. The bank is completely geared up for all. It is not just an
ordinary bank, it is the bank that envisage in taking care of everyone’s aspiration. It understands
that banking is no longer a number game. Success for them is not just the profit margin; they
understand that we are looking for a financial friend. A friend, who understands, evaluates and
invests our dreams and aspirations. The friend who will safeguard our saving of friendship.

The Bank is promoted by a group of highly reputed Nepalese dignitaries having wide
commercial experience with the objective of providing excellence and professional banking
services. The promoters and public are holding 51% and 49% stake of the bank respectively.
With liberalization in financial markets and integration of domestic market with external
markets; bank operations have become more complex and dynamic. SBL established in order to
maintain its consistency, coping with the change and accepting the challenges coming from the
environment. Today it has 41 branches and 45 ATM network established at various location all
over Nepal in the relatively short period of commencing business. SBL has been following the
philosophy “Our Business is to understand your business" and with the various values as:

• Customer Focus
• Innovation
• Performance Driven
• Professionalism

Corporate Vision
Siddhartha Bank runs with a vision to be financially sound, operationally efficient and keep
abreast with technological developments. The Bank firmly believes in customer focus as its core
value; shareholder prosperity is a prime priority; employee growth is a commitment and
economic welfare is a sincere concern.

Corporate Mission
The Bank desires to be one of the leading banks of the industry by fulfilling the interest of the
stakeholders and also aims to provide total customer satisfaction by way of offering innovative
products and by developing and retaining highly motivated and committed staff. It directs all its
efforts to move ahead with increased profits. The following mission statement is a guide to meet
the Vision of the Bank:

• Be one of the leading banks of the industry in terms of profitability, productivity and
innovation
• Aim at total customer satisfaction by rendering efficient and diversified financial services
through improved technology.
• Build a highly motivated and committed team of staff by nurturing a good work culture to
achieve superior individual performances aiming to enhance organizational effectiveness.
• Be the place of pride to all its stakeholder

Corporate Objectives
Siddhartha Bank Limited has the following objectives-
• Reclaim leadership within the national financial community.
• Provide competitively and customer oriented banking services to all customers through
competent and professional staff.
• Assist the government in its operation.
• Help people to activate economic through loan circulation.
• Assist the industrial growth.

Capital Structure
The authorized capital, issued capital and paid up capital of SBL are listed below:

Table 3.1 Capital Structure of SBL

Authorized capital 3,000,000,000

Issued Capital 1,571,130,000
Paid Up Capital 1,571,130,000

Sources of Funds

Figure 3.1: Sources of Funds

Ownership Structure
The bank has paid up capital of Rs.1.57 Billion and the structure is given below:

Figure 3.2: Ownership Structure of SBL

3.2 Organizational Structure
Organization needs to be divided into various departments, branch, and sub- branches for
carrying out bank’s day-to-day operations in a smooth and efficient way. Every organization has
different staffs in the different section to perform tasks systematically way in order to get the
better result. A sound organization is essential for successful operation of an institution whether
economic or social. So, a planned and effective organization structure is required to a business
institution for systematic function, delegation authority and degree of responsibility for each
function.

Figure 3.3: Tree Structure of SBL

The board of directors and the management team of the SBL is as follows:

• Board of Directors
The board directors of SBL are listed as follows:

Table 3.2: Board of Directors

S.No NAME DESIGNATION

1 Chiranjilal Agrawal Chairman
2 Poonam Chand Agrawal Director
3 Mahesh Prasad Pokharel Director
4 Bhagat Bista Director
5 Subodh Todi Director
6 Ratan Lal Kedia Director
7 Hemant Gyawali Director
8 Manoj Kumar Kedia Director
9 Bishwonath Shah Director

• Management Team
SBL consists of the management team of all the managers and the department heads. These
teams is the ones who supervise their subordinates and guide them to accomplish their work
efficiently. The management team of SBL is shown in annex-3.

3.3 Branch Network

The Corporate office of SBL is located at Hattisar, Kathmandu, is also the head office of the
bank providing all the major functions including rules and policy making, issuance of securities,
treasury operations, payments, and settlement, and even international banking transactions are
done through this branch. Currently, SBL has extended its 41 branches all over the country
providing major operational functions and they are listed in annex-2.

3.4 Products and Services of SBL

The wide variety of products and services are being offered by SBL in the current market for its
wide spread customers. They can be as follows:

3.4.1 Deposits
There are different varieties of deposits. They are as follows:

1. Current Deposit
This account is meant to those institutions who would otherwise park their funds at their vaults
where deposit and withdrawal of money are easily through your cheque.

2. Call Deposit
This is a hybrid account of saving and current account which provides the return on excess
funds. If we have a relatively stable fund, then current call account at Siddhartha Bank is the
right account which not only safeguards your funds but also provides you interest. The interest
rate in this account depends on volume and stability of deposit and overall market conditions.

i. Super Salary Account

It is a staff’s salary account where we can safely deposit funds with us and are provide with
much-required banking service with added benefits.

Features
• Account can be opened with zero balance
• 6% per annum interest on daily balance
• Cheque book issuance at the minimum balance of Rs. 2,500
• No restrictions for withdrawals and deposits

3. Saving Deposit
A range of savings deposit accounts that can be opened with SBL to suit our requirements as:

i. Siddhartha Jestha Nagarik Bachat

Accounts with retirement plans and meant for 50-year olds and above and has been designed
with special privileges.

Features:
• Minimum balance of Rs 1,000
• Cheque book issuance at minimum balance of Rs 2,500
• 6% per annum interest on daily balance
• No restrictions for withdrawals and deposits

ii. Sarvottam Bachat

These accounts are for those who have liquid fund and are looking for saving with higher
returns.
Features:
• 6% per annum interest on daily balance
• No restrictions for withdrawals and deposits
• Issuance of cheque book, free of cost
• NTC PSTN Bill Payment Services, free of cost

iii. Siddhartha Nari Bachat

Accounts designed especially for women, this account boasts of a relatively higher interest rate
and is bundled with an insurance scheme.
Features:
• Minimum balance of Rs 1,000
• Cheque book issuance at minimum balance of Rs 2,500
• 5% per annum interest on daily balance
• Accidental death insurance coverage up to four times the account balance of the customer
(minimum balance of the month of accidental death) or maximum amount of Rs. 500,000,
whichever is lower.

iv. Siddhartha Bal Bachat

Bal Bachat has been designed to suit child’s future plans where account are opened in child’s
name that would inculcate a saving habit in an early age and help in making them understand
value for money.

Features:
• Account to be opened in the name of a minor, i.e. children up to 16 years old
• Parents/Guardians can operate the Account
• Minimum balance of Rs 1,000
• Cheque book issuance at minimum balance of Rs 2,500
• 5% per annum interest on daily balance
• No restrictions for withdrawals and deposits

v. Siddhartha Mega Savings

If we have funds but do not want to park it in fixed deposit we can have Siddhartha mega saving
account with these features.

Features:
• Interest rate stands at 4.5%p.a.
• Account can be opened with minimum balance of Rs.50, 000
• No minimum balance required once the account is opened
• Interest earning starts from balance of Rs.50, 000 and above
• FreeInward Remittance and ABBS Facility

vi. Siddhartha Investor’s Saving Account

Investor saving account is an account for the easy transaction when investing in share market.

Features:
• Account can be opened with zero balance
• Cheque book issuance at minimum balance of Rs 2,500
• 6% per annum interest on daily balance

vii. Siddhartha Bachat

Mother of all savings, Siddhartha Bachat is for someone who intends to bank with Siddhartha
Bank without much of a hassle and cost.

Features:
• Account can be opened with zero balance
• 4.5% interest on the daily balance.
• Issuance of Cheque book upon maintaining Rs 500/- balance

viii. Siddhartha Bishesh Bachat

It is a special product to cater saving needs and ensure life at the same time.
Features:
• Minimum balance of Rs. 50,000
• 4.5% per annum interest on daily balance
• Free accidental death insurance coverage up to Rs 500,000/-
• Issuance of TC and Draft at competitive rates
• Preference for Locker facilities

ix. Siddhartha Remit Account

An account with SBL prior going abroad; which provides attractive facilities and even family
members who receive remittance can also open remit account.

Features:
• Account can be opened with zero balance
• Interest on daily balance: 6% per annum for NPR account and interest on USD shall be
determined as per market condition

x. Siddhartha Fixed Deposit

The wide range of fixed deposits at Siddhartha Bank is meant for investors looking for 100%
principal protection and higher returns on their investments.

Features:
• This fixed deposit is eligible for both individuals and institutions
• Tenure of the Fixed Deposit is 100 Days
• Minimum lot size is Rs. 100,000
• Customers can open (Siddhartha Bachat) in zero balance for credit of interest.

Table 3.3: Interest rate of fixed deposit

Fixed Deposit Individual Institutional

3 Months 4.5 4
6 Months 5.5 5
1 Year & Above 6.25-6.5% pa 5.5-6% pa

xi. Siddhartha US Dollar Deposit

SBL even collects deposit in US Dollar for those diplomats and the business person having US
Dollar transactions or incomes.
3.4.2 Business Loan

i. Working Capital Loan

This facility finances the working capital requirements of trading, manufacturing and service
units/industries. Working capital loans are granted in the form of Overdraft or Demand Loan or
Time Loan facility. The working capital loan will help to build up inventories and receivables at
a level required to run the business smoothly.

ii. Term Loan

This facility is provided in the form of medium/ long-term loan for the purchase of capital goods
and the creation of fixed assets in the form of purchase of land and construction of buildings. The
duration of the loan is assessed by analysis of cash flow statement and balance sheet.

iii. Import Loan

This facility is made suitable in financing international and local trade transactions carried out
through Letters of Credit. For retirement of L/C bills, import loan is granted in the form of Trust
Receipt Loan or Time Loan, which needs to be settled within a specified period.

iv. Bills Discounted under usance L/C

The usance bills under import letters of credit opened by us may be discounted in conformity
with Nepal Rastra Bank regulations.

v. Export Loan
Bank provides export finance by way of pre-shipment and / or post-shipment loan, the pre-
shipment loan is granted up to 80% of the relative export LC. This facility can be availed in
foreign currency as well as local currency and loan are required to be settled by negotiation of
documentary bills under export LC or from the proceeds of documentary collections or post-
shipment loan.

vi. Consortium Loan

When two or more financial institutions decide to extend credit facilities to a borrower jointly,
the arrangement is known as consortium financing. If the funding requirement of the project is
relatively larger, SBL arranges financing for such project through a consortium of the banks and
/ or financial institutions.

vii. Bills Purchase

This facility is extended by discounting of cheques/drafts.

3.4.3 Trade Finance

• Advance Payment
• Documentary Collection
• Import L/C
• Export L/C
3.4.4 Bank Guarantee
• Forward Contract
• Bid Bond
• Performance Bond
• Shipping Indemnity Bond
• Advance Payment Guarantee

3.4.5 Personal and retail banking

The personal and retail banking of SBL are as follows:
i. Siddhartha Home Loan
SBL provides a loan for the dreamers to have a home.
Special Features:
• To purchase land or land and building for residential or commercial use
• To renovate/extend existing building
• To pay off the personal debts incurred while acquiring land or constructing/purchasing a
building
• To construct a building on existing land
• To purchase apartment, residential building from housing colony
• Maximum up to 60% of the value of land or land and building
• Maximum up to 20 years including moratorium period
• Highly competitive interest rate and service charge
• Repayment on EMI or EQI Installment with appropriate moratorium period

ii. Siddhartha Personal Loan

Siddhartha Banks wide range of personal banking products and convenient services gives the
tools needed to manage our finances, grow our investments and borrow for important purchases.

Special Features:
• To meet the fund requirements for the business set up/business expansion or meet the other
personal fund requirements.
• Type of facilities: Overdraft, Time Loan, Demand Loan, and Term Loan
• Maximum up to 60% of the value of land or land and building
• Maximum up to 20 years for Term Loan including moratorium period
• Competitive interest rates and service charge

iii. Siddhartha Auto Loan / Vehicle Loan

Siddhartha Bank makes it easy to finance or refinance our vehicle with competitive interest rates
and flexible repayment options; we can tailor our loan to meet our individual needs.

Special Features:
• To purchase automobile for private or commercial use
• Maximum up to 80% of the invoice value for new vehicle
• Maximum up to 70% of the authorized value for used vehicle
• Maximum up to 7 years
• Competitive interest rate and service charge
• Repayment on Equated Monthly Installment
iv. Siddhartha Education Loan
Education expense is an investment for our bright future. Siddhartha Bank makes it easy to climb
the ladder of academic qualifications by providing the variety of financial supports for college
expenses.
Special Features:
• To finance education expenses to pursue higher studies (Graduation, Post-Graduation, and
Specialization etc.)
• Type of facilities: Overdraft, Time Loan, Demand Loan, and Term Loan
• Maximum up to 80% of the total expenses to be incurred for proposed study
• To be backed by mortgage of land or land and building with at least 40% margin
• Maximum up to 10 years in case of Term Loan including moratorium period
• Competitive interest rate and service charge

v. Loan against Fixed Deposit Receipt

SBL even provides loan against our fixed deposit in SBL as well as against fixed deposit in other
recognized financial institutions.

3.4.6 Special Features

The special features of SBL are:
i. Visa Debit-cum-ATM Card
With Siddhartha Bank Savings Account, we will get a Visa Debit Card at nominal annual
charges that we can use to withdraw cash from any VISA network ATM in Nepal and India and
in all the ATMs inside Nepal. We may also use your Visa Debit Card to directly make purchases
through a Visa POS (Point of Sale) machine available at most stores. SBL issues VISA ATM
card at Rs. 250 annual fees and even credit card to its customers to facilitate withdrawing of their
fund from account across the numerous ATM terminals across the nation without visiting the
bank.

ii. Internet Banking

Banking could not have been more convenient. Just log in with your user ID and password and
make banking a hassle-free routine; it is just there at the click of a mouse.

iii. Mobile Banking

Transferring funds or getting to know your balance is as easy as sending an SMS.

iv. SMS Alerts

What's more fun than tracking your debit and credit transactions in your account through an SMS
at your mobile? You know what's going on in your account.

v. Standing Instructions
Siddhartha Bank accepts and supports Standing Instructions. You don't have to worry about the
chore of carrying out routine transactions. Just set up a Standing Instruction and leave it to us to
manage.
vi. Nomination Facility
You may nominate a person as beneficiary to your account proceeds.

vii. Locker Facility

Locker provides maximum security and safe-keeping of valuables, goods and documents of the
customers.

viii. ABBS Service

SBL gives the flexibility of accessing our account from any of our branches across Nepal. It is
just like visiting your own branch every time.
ix. Evening Counter
SBL even provides evening counter facilities to its customer to get access with limited SBL
facilities through its some specified branch offices.

x. Holiday Banking
SBL also provides holiday banking facilities during public holidays to its customers from its
some specified branch offices.

xi. 365 Days Banking

SBL also provides 365 days banking facilities to its customers through its branches and ATM
terminals.

xii. Branchless Banking Service

SBL has currently launched Branch Less Banking services to those customers in remote areas
where there lack branches and ATM terminals of the bank with the help of its agents and Swap
Machines.

xiii. Siddhartha Club

Just by paying Rs 1000 per year, we can be a member of Siddhartha Club and can enjoy free
banking for a bundle of other costly services. It also provides an incentive of Rs 1000, Free NTC
/ NCell Prepaid recharge card worth Rs. 200for every 5 new customers, we bring and other much
more facilities.
Including all these products and services Siddhartha Bank even has various customized products
and services that harmonize with the different banking requirements of its valued customers.

CHAPTER FOUR

ANALYSIS OF ACTIVITIES DONE AND PROBLEM SOLVED

4.1 Introduction to Customer Service Department

Customer Service Department (CSD) is the department which initial test the deals with the
customer directly. Being the place of the first contact for most of the customers of the bank, it is
one of the most important departments of the bank. Customer service is the process by which an
organization delivers its products and services to the customers. This department interacts
directly with the customers and the people coming for inquiries about the bank and its financial
products. This is the only department that acts as an interface between the customers and other
departments of the bank.

4.1.1 Roles and Responsibilities

The roles and responsibilities of CSD are:

Providing general information

CSD provides general information related to various services offered by the bank such as
account opening, debit card, interest rates offered by the bank, and all the other queries made by
the customers. I had also been involved in the problem solving of the customer related to
different matters.

Opening account
I assisted many customer individual as well as firm in the process of opening the different kinds
of accounts. I was mainly focused on 2 types of account one is the current account mainly
opened by the firms for the business transaction with zero percent interest and the second one is
the saving account which are mainly opened by the individuals.

i. Current account
The current account can be opened in the name of the firm as well in the name of the
individual.The procedure to open the current account is somewhat different from the procedure
for saving the account. This account needs various documents regarding the existence of the
firm, their registration, and other various documents.

Documents required to open a current account are:

• Name and address of the firm
• PAN/VAT certificate, minute, stamp of the firm
• Required documents like the registration, clearance of tax, the nature of the business etc.
• Two photos of the account opener

ii. Saving Account

The saving accounts are opened by the individual. It’s easy to open the saving account in
comparison to the current account.

Documents required for the saving account:

• Copy of the citizenship
• Two photos

Procedure of account opening is given below:

Whether it is the current account or saving account, it has followed certain procedure. The
procedures of both the accounts are moreover similar.
• Filing up of account opening form with the specimen/signature card.
• Verification of the form by checking whether each attribute required is properly filled or not.
• In the case of the current account, attributes are the name of the firm or individual, PAN/VAT
no, minute, stamp of the firm, etc.
• In the case of saving the account, attributes are the name of the individual, citizenship no or
license no etc.
• Verification of the form and the documents by the senior authority.
• Entry of the information into the system.
• Generation of the account number by the system.
• Communication of account number to the customers.
• Filling deposit slip of balance required

Making and Issuing Check Book

Customer request for the new check with an acquisition slip of checkbook (for the old customer)
or deposit voucher (for new customer) is accepted. The slip contains the name of the account
holder, no of check required and account holder signature. The signature of the customer in the
slip is verified and finally the check moves for the process of printing. After printing and binding
the check, it goes to senior authority for the signature after this all the check is finally handed
over to the customer after that the customer sign on both the slip and register is taken to make a
proof that the customer had received the check and cannot claim it again.
In the case of lost checkbooks, the customers should submit the application letter, the account is
freeze for the previous check and a new check book is prepared and a certain amount is charged
from the customer account for the same.

Issuing bank statement

As the bank statement is a very confidential which contains detail information about the
transaction of the account holder it should not convey to the wrong person so to make sure that
it is in the right hand I asked for the identification of the person. As far as possible it should be
provided to the respective account holder if account holder could not come and had sent a
representative I need to ask for the proof with an application letter or sometimes it’s enough to
have the signature of the account holder.

Checking balance
Many people come for the balance inquiry in the bank. Through CSD, account holders are
provided the information regarding their balances as well as the date of deposit and withdrawal
The NBL software facilitates to show the balance of the respective branch only. This all
information is provided to the account holder only but if in case the account holder is unable to
come then his representative can know the balance by bringing the application written by the
account holder with his/her signature if signature matches then only the information regarding
balance will be provided.

Issuing bank certificate

Bank certificate is provided to an individual or a company if the person is going abroad. The
transactions and balance of the account holder are certified by the bank for the concerned
embassy. The balance certificate is the proof that the person has the certain balance on the
account of NBL. In the balance certificate, the Nepalese currency which is available in the bank
account of the respective customer is converted to the currency where the customer is going.
For eg: if the customer is going to Netherland then the Nepalese currency will be converted to
the Euro currency and this conversion is done according to the rate of NRB.

Accepting the request of Debit card and issuing

For a debit card, the holder must fill a form with different information like name address,
account no, name in the card which may be different from holder own name and a photo.
Generally the card is issued after one week. While issuing the card, the customer identification is
taken and matched with the account holder if it matches then only the card is issued.The card is
issued after the signature in the register. The request to renew the card of the old customer should
also be accepted.For renewal of the card, the holder must fill the form as well.
Verification
Customers service department perform the verification functions well. The signature of
customers as well as the account no should be verified before providing any information relating
to the account like balances, transaction history as well as before issuing new cheek, issuing
debit card etc.

4.1.2 Challenges
During the working period in this department, I faced many challenges but the biggest challenge
was to deal with the customer having different characteristics. In a day, I have to deal with many
customers and had to respond their each and every query. Besides the customers in this
department I have to perform various tasks in a single day like opening the new account, making
balance certificate, issuing checks, providing balance statement, handling calls soon. I could not
devote the time in solo activities so there were many chance of doing mistakes.

4.1.3 Problem Solved

The working environment is always full of challenges, but these challenges have to be solved to
make the environment a better one. But solving the problem or challenges is not an easy task but
I had some of my effort to solve those challenges faced in CSD like dealing differently with the
customer according to their nature and solving their problems, like the problem related to
converting the old account number to the new one, search for the account number if the holder
lost the account no, some holder may forget their signature for this the customer's face is
identified by looking to the database and if it matches the customer are asked to change the
signature, some customer are not educated I have solved their problems by filling the
information in the form and many more.

4.2 Introduction to Remittance Department

A “remittance transfer” refers to the transfer of money from an individual, usually a person who
has emigrated from his/her city or country of origin, to another individual, usually a relative who
remains at home. Remittance transfers are typically person-to-person payments and of low
monetary value. There are two basic categories of remittance transfers:
• Domestic Remittance:
Domestic remittance transfers occur when an individual transfers funds from one location to
another within the same country.

• International Remittance:
In contrast, an international remittance transfer involves an immigrant in a new country sending
funds to his country of origin, or to individuals (usually family) in a third country. SBLhandles
Siddhartha Remit, Reliable Remit, Western Union Money Transfer.

Remittance transfers help its customers to remit money from one place to another through agents
appointed by the bank. The people working outside the country can send cash to their relatives
through this service of bank. It is a reliable service which helps to send money from one place to
another. Remittances contribute to economic growth and to the livelihoods of needy people
worldwide. Moreover, remittance transfers can also promote access to financial services for the
sender and recipient, thereby increasing financial and social inclusion.

4.2.1 Types of Remittance

On the basis of flow of funds, remittances can be categorized into two major types:

• Inward Remittance
Inward remittance refers to the flow of money or fund towards the home country of migrant
workers from host country where the migrant are working. It is beneficial for the home country
where there is the flow of money towards its economy.

• Outward Remittance
Outward remittance is that where there is the transfer of money or fund from the home country to
the host country. It is the outflow of the fund from the home country of the migrant worker to
that country where they are migrated. It is not good for any country because there is outflow of
fund from its domestic income

4.2.2 Remittance Process

Functionally, most Remittance Service Providers (RSPs) operate in similar ways. In order to
send and receive funds, RSPs must be networked. First, they must all have access points or
physical locations along the “remittance chain”. At one end of the remittance chain, the
“capturing agent” collects the funds from the sender, or remitter and, at the other end of the
chain, the “disbursing agent” disburses the funds to the receiver. These access points may be
banks, wire transfer offices, money exchanges to give but a few examples, and are the most
visible components of the network. Apart from the physical access points, most of the remittance
system remains invisible to the public. RSPs must provide a way for the capturing agent to
communicate information to the disbursing agent with regards to the transfer that is occurring.

4.2.3 Positive Impacts of Remittance on Development

One positive aspect of remittances is that they represent a flow of income for families in the
developing world who might not otherwise receive assistance. Whether it is because of their
location or social status, the majority of remittance receivers are the “invisible” poor.
Remittances also help to foster a sense of financial democracy. The availability of remitted funds
may also indirectly help the communities within developing nations where the money is spent.

Remittances are also a stable form of external finance, and, unlike other forms of private capital
inflows, remittances remain stable and often increase during times of economic hardship. It is
usually held that the amount of money remitted is inversely related to the strength of the
receiver's national economy. That is, remittances increase sharply following economic crises.
Remittances, therefore, provide a safety net during sudden economic downturns, financial crises,
and unexpected shortfalls.

4.2.4 Negative Aspects and Potential Drawbacks

When the immigrants continuously remit funds to their home countries, the potential exists for
the receiving community to become dependent upon those remittances. An abrupt halt in the
flow of remittance in such a case can be devastating. The risk of such a calamity is greater in
countries like Nepal where the amount of remittances represent a high percentage of that nation's
GDP.

Another potential drawback informs the debate as to whether remittance transfers, as a whole,
increase or decrease inequality between the “haves” and the “have-nots.” However, most of the
criticism that surrounds international remittance transfers is centered on the lack of transparency
of formal systems. Depending upon the local economy and the network, a disbursing agent may
charge a fee in order to ensure he is compensated for his role in the remittance.

4.2.5 Remittance Service of SBL

At Siddhartha Bank Limited, Bills and Remittance Department provides a wide range of
remittance facilities to the remitters not only within the country but also throughout the globe.
The bank takes care of the needs of the remitters to receive funds from outside and to transfer
funds anywhere in the world through its inward and outward remittance facilities safely and
efficiently at the minimum of cost. The primary function of this department is money transfer;
comprising of outflow of funds and inflow of funds.

Broadly speaking, SBL provides two types of Remittance facilities:

• Inward Remittance:
Inward remittance stands for the transfer of funds from other banks or agents of the Bank. It is
the incoming fund or money which is collected by the bank on behalf of the customer and
credited in their account. We have to fill remittance documents, verify senders and receivers and
transfer amounts. It is done by verifying documents of the receiver (ID cards) and forwarding
them for payment.

• Outward Remittance:
Outward Remittance refers to the payment of money made by the bank to other banks. The
money is transferred on the request of the customer by debiting their account or directly
receiving cash from them.
Siddhartha Bank handles the inward and outward fund transfer in any part of the globe with the
help of its worldwide network of corresponding banks. It operates under the guidelines of Nepal
Rastra Bank and provides the following remittance services to its customers through various
means:
• SWIFT Transfers:
SWIFT stands for Society for Worldwide Interbank Financial Telecommunication System,
which is a reliable communication network speeding up fund transfer and other financial
messages. SWIFT is one of the fastest and reliable modes of money transfer. The remitted
money is deposited in the bank account of the client from anywhere in the world. In order to
transfer money, the remitter must mention the necessary details of the beneficiary and the
SWIFT address of the beneficiary’s bank. The SWIFT address of the Siddhartha Bank is
‘SIDDNPKA’.

• Demand Draft:
Siddhartha Bank can draw drafts on a number of its correspondent banks located all over the
world. It has draft drawing arrangement with Standard Chartered Bank which enables the Bank
to issue and accept the drafts. SBL honors bank drafts denominated in major currencies like
Indian Rupees, United States Dollar, Euro, Great Britain Pound, etc.

• Manager’s Cheque
It is a cheque drawn by SBL on itself, especially used for payments made by Siddhartha Bank.
But it also can be issued by the bank as per the customer request. The beneficiary can send the
cheque on collection or through clearing or can deposit it in his or her account with SBL itself.
Suppliers accept the manager’s cheque from the party without any hesitation since it is a riskless
cheque with no chance of default as the payment is guaranteed by the bank.

• Fax Transfer
Siddhartha Bank also performs its remittance transaction through fax transfer. Due to the wide
Nostro/Vostro relationship, SBL issues the drafts in most of the hard countries like USD, Euro,
Great Britain Pounds, Canadian Dollars, Australian Dollars, Danish Kroner, Singapore Dollars,
and Japanese Yen.

• Telegraphic Transfer
The term Telegraphic Transfer or Telex Transfer often abbreviated to TT, is an electronic means
of transferring funds overseas. It is the mode of fund transfer between a bank and one of its
foreign correspondents to transfer local or foreign currency by telegraph, cable or telex. SBL
provides the remittance service to its customers via TT for a fixed transfer charge while sending
money.

• Mail Transfer
When there is no SWIFT transfer or draft arrangement, the remitter may opt for mail transfer. As
the name suggests, mail transfer is slow compared to other ways of fund transfer and it is
regarded as outdated technology.

4.3 Introduction to Clearing

Clearing system helps to clear the cheques drawn on local banks by the customer. Clearing is the
service facilitated by the banks in order to safeguard its customers from the hazards of carrying
cash. In the absence of this service, the customer has to carry cash whenever there is the
interbank transaction. This increases the individual’s risk of robbery and theft of the cash.
Moreover, in case the volume of transaction is huge it is highly inconvenient and unsafe for the
customer. Thus, the clearing function enables the customer to carry out the financial activities
without the risks associated with handling the cash.
The Clearing service is beneficial for the bank’s perspective as well. It helps in reducing the cash
management expenses of the bank by significantly lowering the cash requirement. It is beneficial
for both bank and the customer. Thus, it is becoming more popular day by day. It is a system
where the member banks in a specified area make settlement of the payment and receipts under
the leadership of a common clearing house. Nepal Rastra Bank at Thapathali conducts manual
clearing and Nepal Clearing House Limited performs the electronic cheque clearing function in
the Kathmandu valley.

4.3.1 Advantages of Clearing

The Bank and Government encourage the people and the institutions to make the payment
through cheques and clearing. Payment through cheques can be beneficial because it eliminates
all the risk associated with the cash dealing. Clearing is a reliable mode of payment that
safeguards the customer from the risks of robbery, theft and fraud. Moreover, the use and
requirement to hold cash by the bank becomes less due to the clearing.

4.3.2 Clearing Drawbacks

The main drawback of the clearing process is the delay of the transaction. The cheques that are
sent for clearing can only be realized at the end of the day it is sent for clearing. Moreover, the
customers may prefer the use of cash to cheque as the cheque have the chance of dishonor.

4.3.3 Types of Clearing

Clearing is basically of two different types. They are:
• Inward Clearing
Inward Clearing refers to the cheques were drawn on home bank i.e. Siddhartha Bank Limited,
that are received from other banks for clearing purpose. Inward clearing of Siddhartha Bank is
performed by central clearing department of SBL which is in Hattisar Branch.

• Outward Clearing
Outward clearing refers to the cheques of other banks deposited by the customer for realization.
In order to receive the outward clearing services the customer must have an account in the bank.
The cheques received for outward clearing on SBL are sent to head office and new road branch
for ECC and manual clearing are sent to central clearing.
The procedure of outward clearing in SBL is as follows:
1. Clearing starts when the depositor fills a deposit slip and provides it to the Bank for clearing
along with the cheque.
2. At the time of accepting the cheque, the Bank verifies the following things before accepting
the cheque:
• The details in the deposit slip should be correct and should match the cheque.
• The cheque should not be postdated or stale.
• The Payees endorsement should be present.
• The bank on which the cheque is drawn should be the member of the Clearing House.
3. Once accepted, the department crosses the cheque by putting crossing stamp on the face of
the cheque and makes the endorsement on the reverse of the cheque.
4. The Bank credits the customer account and debits the outward clearing account with the
value date of the next working day as the cheque is realized on that day.
5. Cheques of ECC members and non-ECC members are separated and sent to the main branch
with their summary sheet in which staffs put their signature.
6. The cheques along with the clearing sheet are presented to the respective banks in the
clearing house in case of manual clearing and in ECC clearing cheques are scanned and
presented for clearing.
7. The other bank verifies the cheques and informs either the realization or the return of the
cheque.
8. In case the outward cheques are dishonored and returned, the customer’s account is debited
and the outward clearing account is credited.

4.3.4 Clearing Cheques Return

Cheque return is the act of dishonoring the inward or outward cheque sent for clearing. The
cheques may be dishonored for the following reasons.
1. Counter handling: It is the instruction given by the bank not to honor a particular cheque
issued by him.
2. Upon receipt of notice of the death of the account holder.
3. Upon receipt of notice of the insolvency of the account holder.
4. Upon receipt of notice of the insanity of the account holder.
5. Defective title
6. If the cheque is:
a. A conditional one.
b. A stale one.
c. A postdated one.
d. Mutilated
e. Not drawn on that particular branch
f. If the amount in words and figure differs.
g. If there is no sufficient fund in the account.
h. If the signature of the customer does not verify.
i. If the endorsement is irregular.
While dishonoring the cheque, the bank should provide the reason for the dishonor. Thus, the
bank returns the clearing cheque along with the return advice with the reason for the cheque
return.

CHAPTER FIVE
CONCLUSION AND LESSON LEARNT

5.1 Summary and Conclusion

This report is prepared as per the requirement of eight semester of BBA under TU. This report is
based on my personal experiences during the eight weeks period I worked as an intern in
Siddhartha Bank Limited, Tinkune.
Siddhartha Bank Limited (SBL) is one of the commercial bank in Nepal which was established
in 2002. It only does not provide product and services but even aims at total customer
satisfaction by rendering efficient and diversified financial services through improved
technology.
As a result SBL, today is found to be one of the leading commercial bank of Nepal providing the
full range of commercial banking services through its establish 41 branches across Nepal and 45
ATM terminals and even with branchless banking facilities in remote areas which lacks its
branches and ATM terminals. The reason behind its success can also be predicted as a result of
new technologies and user-friendly banking software (Oracle Flex cube) is being used by the
bank.
CSD and Remittance Department are the most important departments of any bank. CSD is the
desk where customers are provided the required information. So, it is often called information
desk. The main function of CSD is account opening, account closing, cheque printing and
issuing, providing bank statement on request, distributing debit cards and providing customers
with the required information on bank’s product and services.
Remittance Department includes the transfer of money from an individual, usually a person who
has emigrated from his/her city or country of origin, to another individual, usually a relative who
remains at home. Remittance transfers are typically person-to-person payments and of low
monetary value.
Remittance Department also includes bills and clearing function in SBL. Clearing section is the
main back of office in providing services to the customers of clearing transaction of inward and
outward cheques. The clearing section provides different services including information about
cheques and reason of dishonor of cheque to the customers.

5.2 Lesson Learnt

During this internship, I learnt different skills which will help in my personal and professional
life. Some of the lessons learnt during this internship program are stated below:
1. Way of Dealing with Customers
The customers are the biggest asset so they should be dealt with good care. In the bank, I came to
know that the customers are different in nature so the customers should be dealt differently.

2. Dealt with Real Situation

The prompt reaction is necessary for some action.so in many situations I learned how to respond
to different issues (action).

3. Way of facing different issues

While working in different department, I had to face different issues relating to customer
complain about slow delivery of services, wrong information delegation so this situation had to
be dealt with due care to retain the customers

5.3 Gap Observation

It’s totally different to be in the field than what we learn in the theory. In the theoretical
knowledge, I learned that banks are free from favoritism and nepotism but these things are still
prevalent in the company. I personally observed the different theories learnt cannot be solely be
applied in the concerning field. It’s not so easy to convince a customer and offered the service
they actually want as I thought it will be. The behaviors of the employees were very nice then I
thought and heard from others. I thought that the senior staff will place me in the various
departments according to them, but I can choose the department where I want to be and change
the department as I like.
 Lastly, during my study, I found out customers are the greatest assets of any banks. The banks
are constantly attempting to provide better or quality service to the customer. The behavioral
issues are also critical as they make the customer feel satisfied. The unique and tailor made
products and services are the targeted to fulfill the diverse needs of the customer. On top of that
if they are made comfortable and properly addressed in a friendly way, they will be fully
satisfied with the service. This helps the bank to achieve success by creating loyal customers and
retaining them.

I have learnt that socializing with the people, dealing with the coworker or a senior, making the
working environment cozier and friendlier are equally important in the organization. Informal
interaction and communication among the employees help to ease the monotony of the job and
create a pleasant working environment. My supervisors not only guided me about the banking,
but they also shared their personal experience and facts that helped me get a better picture of the
organization.
I want to conclude that SBL is excellent in term of their services despite with some pros and
cons with the issue related to customer satisfaction. SBL is established with the promise to
provide excellent services to their customer and improve their customer satisfaction by
specializing on the strength, overcoming its weakness and doing their best to retain their valued
customers.

It has been fantastic experience interning at Siddhartha Bank Limited, Tinkune. I got to know
every bit of banking activities what has been accessed to me.