i

An Internship Report on

“A study of effectiveness and efficiency of customer service of Nepal

Bangladesh Bank”

Prepared by

Jeevan Regmi

Submitted to:

Kathmandu University School of Management

In partial fulfillment of the requirements for the degree of

Bachelors of Business Administration Emphasis/Honours

ii

Kathmandu

31st Dec, 2021

iii
iv

ACKNOWLEDGEMENT

This report is prepared for the partial fulfillment of the requirement for the degree
of Bachelors of Business Administration Emphasis/Honours. It is my pleasure to
work at the Nepal Bangladesh Bank(NBB), Salyan Branch as an intern. I would
like to thank Mr. Dilli Karki, Branch Manager, for providing me an opportunity to
work as an intern at NBB.

I express my sincere gratitude to coordinator Mrs. Nisha Adhikari for her

valuable direction and continuous support before, during and after the internship.
My thanks and appreciation to Mr. Milan Gurung, Mr. Top Bahadur Sejwal and
Mr. Rabin K.C. for their continuous guidance, supervision, their constant help
and support at the bank.

Jeevan Regmi

Date: Dec 30, 2021

v

LIST OF ACRONYMS

ABBS: Any Branch Banking Services

ATM: Automated Teller Machine

BAFIA: Bank and financial institution act

BBA: Bachelor in Business Administration

BLB: Branchless Banking

CA: Company Act

C-ASBA: Centralized Application Supported by Blocked Amount

COVID-19: Coronavirus Disease 2019

AML: Anti-Money Laundering

CSD: Customer Service Department

DMAT: Dematerialized Account
POS: Point of Sales
KYC: Know Your Customers
NRB: Nepal Rastra Bank
NBB : Nepal Bangladesh Bank
vi

Executive Summary

Internship in NBB Salyan began on 8th September and it lasted till 31 st October
2021. This 7-weeks long internship provided an opportunity to work at mainly
CSD departments. This report has been prepared as the requirements for partial
fulfillment of the requirements of BBA degree at the Kathmandu University
School of Management. This report is prepared based on experiences,
observation, comparison, interactions and opinions. Report is qualitative in
nature. Mainly primary sources are used for evaluation whereas secondary
sources are used to find factual data related to NBB. Intern performed at CSD,
where intern experienced different banking operations like account
opening/closing, cheque printing and issuing, statement printing, voucher entry,
cheque clearance and using PUMORI software. These experiences provided new
skills like conflict resolution, resilience, attention to details, customer service and
improved many skills like technical skills, problem solving, communication
skills, stress management, emotional intelligence, work ethics, leadership, time
management and team management. Bank had major issues in its operation like
lack of customer flow management, customers were overly crowded, lack of
quality service delivery, exhausted staff, poor customer relations, favoritism and
lack of health and safety measures/precautions. However, the staff were
hardworking and performing well. Their effectiveness was considerate but the
efficiency of the CSD was not considerate. NBB Salyan has to make a lot of
changes to improve its performance and efficiency. Integrating different systems
will reduce the total time consumed by the extra procedure required to a
particular job. It has to provide employees some break time in between to let them
rest and have their lunch. This will reduce their exhaustion level. NBB has to
improve in its operations to keep up with the competitors. Relationship with the
customers is the crucial part of the business and it has to be maintained in order to
acquire and retain them. Despite the issues, staff were friendly, helped each other
frequently, had good communication with each other and had good skill and
knowledge on banking.
vii

Table of Contents

ACKNOWLEDGEMENT...........................................................................................iv

Executive Summary..............................................................................................vi

Table of Contents................................................................................................vii

Chapter One.......................................................................................................viii

INTRODUCTION..................................................................................................viii

1.1. BACKGROUND............................................................................................viii

1.2. OBJECTIVES OF THE INTERNSHIP............................................................................x

1.3. DETAILS OF INTERNSHIP AT NEPAL BANGLADESH BANK.......................................x

1.4. INTRODUCTION OF NEPAL BANGLADESH BANK....................................................xi

1.4.1. Background..........................................................................................................................xi

1.4.2. Objectives...........................................................................................................................xii

1.4.3. Organization Structure......................................................................................................xii

1.4.4. Description of the products and services.......................................................................xiii

1.4.5. Area of Operation Customer Service Department..........................................................xv

Chapter Two.......................................................................................................xvi

ASSIGNMENTS/ACTIVITIES/PROJECTS UNDERTAKEN........................................xvi

2.1. ACTIVITIES/FUNCTIONS PERFORMED DURING THE IEP:.....................................xvi

2.1.1. Understanding the Customer service Department:......................................................xvi

Chapter Three...................................................................................................xxiv

PROGRAM WORKPLACE RELATIONSHIP...........................................................xxiv

Chapter Four....................................................................................................xxvii
viii

CONCLUSION....................................................................................................xxvii

BIBLIOGRAPHY..................................................................................................xxix

Chapter One

INTRODUCTION

1.1. BACKGROUND

The banking sector is an important part of the national economy. Banks accept
deposits, support the payment system and provide the largest source of funds in
the market. Safe and sound banking is crucial for the financial stability and
sustainable development. Nepal has a special characteristic of bank dominated
financial sector. As the domestic capital market is in the initial stage of
development, the banking sector largely dominates the entire financial sector.

In the last fiscal year, the financial sector contributed about 6.3 percent to
Nepal’s gross domestic product (GDP). This contribution had more than doubled
over a period of a decade.(Covid-19: Impact on the Banking Sector, n.d.).
Financial sector in Nepal has shown better performance relative to other sectors
in the economy. Furthermore, the economic reforms initiated by the Government
in 1990s have changed the landscape of several sectors of the Nepalese economy.
As a result, several banks and financial institutions have been providing financial
services across the country

Talking about the history and evolution of commercial banks Nepal Bank
Limited, was the first commercial bank operated in Nepal. It was established in
1937 A.D. Then it followed by Rastriya Banijya Bank in 1966 A.D. Rastriya
Banijya Bank is fully owned by the Nepal Government while government is
holding forty percent stakes of Nepal Bank Limited. As the financial market was
barred for private investors till the mid 1980s, these two banks were the only
ix

players in the banking industry. The economic liberalization policy adopted in the
mid 1980s brought about a surge in the banking industry. A large number of
banks were established and the number continues to grow even today.

Nepal Bangladesh Bank is one of the major “A” class Bank in Nepal. Its main
products include deposit products, loan products, card products(visa debit card,
credit card, travel card, green pin service), remittance services, and other
ancillary products such as safe deposit locker QR code payment.

Customer Service. Customer Service Department (CSD) of a bank enquires and

executes queries, problems and other concerns of customers. CSD is the face of
an Organization. This department handles customer’s problems and tries to solve
them. It clears or tries to clear any doubts and questions the customer might have.
CSD listens to complaints from customers and solves their problems, or directs
them to appropriate personnel or departments to resolve their queries and
complaints. It conveys new offers and services to the customers and makes them
understand the various aspects of a particular service such as rate of interest,
service charges, service duration, appropriate directions to make an application. It
also issues cheque books, debit/credit cards and print bank statements upon the
request of the account holder. Dhulipalla, D, M, & S (2020), found that to expand
and to preserve commercial enterprise, banks need to have high-quality customer
support which can link up cordial relation with the consumer and result into the
satisfaction stage of the consumer. In the same way, (Lee, 2012) suggested
customer service as the core competence of the industry, and recognizes customer
satisfaction as the highest value of management.

1.2. OBJECTIVES OF THE INTERNSHIP

7
x

As a partial fulfillment of the requirements of the Bachelors of Business

Administration Emphasis/Honors program of Kathmandu University, I was
assigned to Nepal Bangladesh Bankcustomer service department to do an eight
weeks internship. The main objective of this study is to understand the working
environment of the organization in regards to the concepts and theories learned in
the classroom. And the specific objectives of the study are:

 ●  To identify the major activities performed in the customer service

department at NBB.

 ●  To evaluate the efficiency and effectiveness of customer service at

NBB.

 ●  To identify and analyze the major issues in the customer service
department at NBB.

1.3. DETAILS OF INTERNSHIP AT NEPAL BANGLADESH BANK

Address:Salyan, Chitwan Position: Intern

Department: Customer Service Working Duration: 56 days Work Hours:10-5

Name & Designation of Internship Supervisor at ODC: Supervisor Name &

Designation of Internship Supervisor at KUSOM: Assistant
xi

1.4. INTRODUCTION OF NEPAL BANGLADESH BANK

1.4.1. Background

Nepal Bangladesh Bank Ltd. is a leading ‘A’ class commercial bank licensed by
Nepal Rastra Bank. Nepal Bangladesh Bank was registered with Office of
Company Registrar (50-050/051, Dated January 14, 1994) as a public company
limited by shares. Nepal Bangladesh Bank started its banking operation from 6th
June, 1994. Nepal Bangladesh Bank was established as a joint venture bank with
IFIC Bank Ltd., Bangladesh. Shares of the bank are listed in Nepal Stock
Exchange Ltd. since 1995.

The vision of NBB is “The bank for everyone.”

The mission of NBB is

“To offer financial services and become the “bank for everyone" by dedicating
the progress and growth of the bank to the community, customers, employees and
stockholders by:

 Fulfilling financial expectation of all level of society

 Providing excellent customer services by offering personalized quality

services and products

 Giving reasonable returns to all related stakeholders

 Using the latest technology aimed at customer satisfaction & act as an

effective catalyst for socio-economic developments

 Maintaining high standard corporate governance in all levels”(Vision &

Mission | Nepal Bangladesh Bank Limited, n.d.)

And today it has expanded its wings in almost every part of the country through
multiple distribution outlets of …. branches, 17 counters, 93 branchless banking
(BLB) and 165 ATMs. It has the largest branch network in Nepal and the work of
branches and regional offices is monitored by the internal audit department. The
xii

bank with as many as 1.7 million fulfilled direct clients going from poor to rich
ones and millions of aberrant ones, has attracted significant imprint in the image
of the country's economy through its huge association and best utilization of its
resources to enhance the production, income and employment opportunities.

1.4.2. Objectives

Nepal Bangladesh Banklists its objectives as follows:

 ●  Focus on providing innovative financial services.

 ●  Increase in capital base of the Bank by meeting the minimum capital

requirement.

 ●  Business growth and increase in market share.

 ●  Enhance operational efficiency.

 ●  Sustainable increase in profits.

 ●  Focus on empowerment of deprived class.

1.4.3. Organization Structure

 The head office of the bank is located at Kamaladi, Kathmandu. The Board
of Directors is responsible for policy making & guidance to the
management. The government nominates all board members including the
Chairman. And the executive power is vested in the Chief Executive
Officer (CEO).
xiii

CFO Kabindra
Dahal
Bagmati Province
COO Rajendra
Prasad Adhikari
IT

Consortium

Communication &
Branding

Risk Management

Legal & Secretary

Chief Risk Officer
Mr. Suresh
Devkota
CEO Gyanendra Audit &
Dhungana Compliance

Chairman of the
Board A.R.M. HR
Sakib

Director Quamrun General Service &

Ahmed Property

Director Mukunda Deposit

Dhungel Management

Chief Business
Director Deepak Treasury &
Officer Mrs.
Karki International
Salonika Singh

Director Shah Integrated

Alam Sawar Operations

Director Indra Credit

Thapa Administration
Chief Credit Office
Mr. Raghu Krishna
Shrestha
Credit

Loan Recovery

Fig: Corporate structure of Nepal Bangladesh Bank.

1.4.4. Description of the products and services

Nepal Bangladesh Bankis providing various banking services to its customers and
its employees throughout the country. Major products and services offered by the
bank are:
xiv

I. Deposit

Deposit services include Current Account, Saving Account, Fixed deposit and
Pension Saving Account.

II.Credit

Wide range of credit services are offered by NBB which are Business Loan,
Retail Loan, Agriculture Lending. Business Loan comprises funded loan and non-
funded loan. Retail Loan comprises Housing loan, Vehicle loan, Hire purchase
loan, Educational loan, Apartment loan, Loan against gold, Loan against fixed
deposit receipt, Loan against governmental bond, Loan against shares, Loan
against first class bank guarantee, Rastra sewa loan, Teachers loan, Personal loan.
Agriculture lending includes loans for Agronomy, Livestock, Horticulture,
Floriculture, Fish-farming and Bee-keeping.

III.Remittances

NBB provides remittance services from South Korea with collaboration with
Korean Exchange Bank. Nepalese workers in Korea can send money to Nepal.
NBB also provides online remittance service from around the world. It has made
association with the foreign agencies for direct Remittance. Such agencies are,
City Exchange Company, Wall Street Exchange Centre, UAE Exchange Centre.

IV. Other Services

Other services which are provided by NBB are as follows

 ●  Automated Teller Machines (ATM)

 ●  NBBSmart Mobile Banking • Internet banking

 ●  Point of sale (POS) Service

 ●  Branchless Banking

 ●  C-ASBA service

11
xv

 ●  Locker Service

 ●  Trade Service

1.4.5. Area of Operation Customer Service Department

Customer service department is the face of an organization. It is the place where

customers go first for any kind of queries, problems and assistance. The intern
worked in the Customer Service Department. The internship provided
opportunities to implement the learned theories into practice. It also helped
experience the working environment of the bank

1.4.5.1 Objective

The main objectives of the customer service department are:

 ●  To listen to the problem and queries and problems of the customers.

 ●  To direct them to appropriate personnel or departments to resolve their

queries and

complaints.

 ●  To convey new offers and services to the customers and make them
understand the

various aspects of a particular service.

1.4.5.2. Responsibilities and Functions

Responsibilities and functions of customer service departments are:

 ●  Cheque Book Printing and Issuing

 ●  Balance Enquiry, Vouchers Distributions, statements printing and

issuing

 ●  Account Opening, Closing and KYC Update

 ●  Mobile Banking and ATM card

 ●  Other Banking related activities

xvi

Chapter Two

ASSIGNMENTS/ACTIVITIES/PROJECTS
UNDERTAKEN

2.1. ACTIVITIES/FUNCTIONS PERFORMED DURING THE IEP:

2.1.1. Understanding the Customer service Department:

In the customer service department, I first learned the basics of Pumori software
from my fellow members. Some of the activities I performed during my work in
the department are:

2.1.1.1. Check Book Printing and Issuing

2.1.1.1.1. Introduction

A cheque is a document that orders a bank to pay a specific amount of money

from a person’s account to the person in whose name the cheque has been issued.
The person who draws the checks is called a drawer, the bank on which the
checks is drawn is called drawee and the person to whom payment is to be made
is called payee. Cheque book printing and issuing of cheques is the first
assignment as an intern.

2.1.1.1.2. Procedure of the assignment

For cheque book printing and issuing, interns were required to provide cheque
book to the customers as per their need. And to get the cheque customers were
required to fill the requisition slip. Once cheque requisition slip is given by
customer, signature verification is done through pumori software. In case if the
cheque request slip is misplaced by the customer then the bank charges Rs.100 to
get a new cheque book. Similarly, if the person was not the account holder, her
copy of identity card was kept for the record. Then the signature had to be
xvii

verified and only after the verification, the cheque book was printed in the batch
of 10, 15, 25 leaves depending on the type of account. After Printing out the
leaves, those cheques’ numbers were verified and were approved by authorized
personnel. Only after the approval, those cheques could be presented by the
customer for the clearance.

13

2.1.1.1.3. My role in the Assignment

Following are the procedure i did as a intern for preparing a cheque:

1. Printed a cheque along with account holder name, account number

and cheque number.
2. Binded cheque along with cover and request slip.
3. Entry of cheque number and account number along with account
holders/receiver signature on registration.
4. Get the verification of cheque by the supervisor of CSD.

2.1.1.1.4. Outcome of the Assignment

Through this assignment what I found is high attention was needed to print and
issue them. Mainly pension holders and current account holders were in the line
of cheque printing. Total process would require at least 9 minutes to complete and
customers were tired and felt inconvenient to use the service. Thus banks need to
take action in this matter and integrate their service for the convenience of the
customers.

2.1.1.1.5. Key Learnings from the assignment

Through this assignment I surely learned to print a cheque book and provide it to
customers. Along with this I learned to deal with the different personalities of
customers in a stressful environment. But lots of information was required like
who was presenting cheque-book request form? if she does not have authority
then does she have agency letter or certificate? If the cheque is of current account
then does the person have a stamp of the organization? The process was very
lengthy. While printing, cheques had to be made on the software and then
xviii

command was sent to be printed. After print it had to be saved. And then it had to
be verified. It had to be recorded on register manually before issuing. This
process was a hassle and required a lot of concentration. Since the intern didn’t
have any authority to make changes in the process of cheque printing, I as an
intern simply followed the procedure and tried my best to deliver fast services to
the customer especially old age people.

2.1.1.2. Balance Enquiry, Voucher Distribution,

Statement Printing & Issuing

2.1.1.2.1. Introduction

Balance enquiry is done to help the customers to check balance on their account
as well as to check balance for clearance.

2.1.1.2.2. Procedure of the assignment

Intens were required to enquire the balance for the customers/Account holders.
And help customers to find the deposit vouchers and other vouchers like lok sewa
aayog, inland revenue vouchers, ghareru udhyog, government tender form and
sanchaya kosh form. And vouchers were distributed after identifying the type and
purpose of customers. Many governmental transactions were carried out through
different vouchers that are made available at the NBB CSD desk.

2.1.1.2.3. My role in the Assignment

On the third day, interns were taught and assigned to respond to the customers’
balance enquiry.And mainly the pension holder and cheque clearance balance
enquiry was done. Printing of bank statements and issuing to the customers was
carried out after verifying their identity. And then entries of the name of the
receiver of the bank statement are entered in the statement registration receiver
signature/stamp and date.
xix

2.1.1.2.4. Outcome of the Assignment

Through this assignment what I found is that the vouchers for different payment
services were not kept at the reach of the customers. Each and every voucher had
to be personally handed to each and every customer by the staff. Many customers
were incapable of filling up the vouchers, CSD staff had to direct them or even
fill their vouchers during the time of COVID-19. Similarly, retired pensioner and
older generation customers always enquired about the balance before withdrawing
bank balance. And most of them were incapable of writing their own cheques
properly. Thus, their cheques had to be filled up by the staff(interns). These
processes and procedures were time consuming for the bank staff, which resulted
in postponement of other works. Voucher could be kept in a separate location
where customers could reach themselves and staff would spare that time to work
on other important issues.

2.1.1.2.5. Key Learnings from the assignment

I was able to print the statements of the account holder after following the bank
procedure. Similarly, I was able to clarify the document required for the bank
statement to the customer clearly. And learn to deal with new faces and
personalities daily. The process and procedure were time consuming for bank
staff as the voucher were required to be distributed by the staff only and
customers couldn’t even pick the vouchers by themselves which distracted the
staff from doing their regular bank work. And this resulted in the delay of the
work. And in order to solve this problem we kept the deposit voucher and other
required vouchers on the desk where customers can easily take it even when the
staff is not around the desk.
xx

2.1.3. Account Opening, Closing and KYC update Introduction

2.1.3.1. Introduction

Account opening forms are required to be filled by the customers in order to

open an account in NBB. And in order to close the existing account of NBB,
customers are required to fill the KYC form if their kyc is not updated.

2.1.3.2. Procedure of the Assignment

Customers need to fill account opening forms to open accounts in NBB. And
existing account holders of NBB require to fill KYC update form once every year.
On the fourth day, intern was taught to update the accounts of customers by
entering data from KYC form filled by the customers into the PUMORI IV
software databases which was being used by the bank for its operation. And on
the fifth day, interns learned how to open a saving, pension and current account of
any individuals and corporate/legal entity.

2.1.3.3. My role in the Assignment

Since different sets of form were allocated for the different types of Person
(Natural/Legal), they were required to distribute to the concerned customers. And
once the customers have duly filled the required information in the form, a sign in
the form is required by the Assistance Manager or the Branch Manager in the
presence of the customer. Then only we proceed to the account opening process.
After the account was opened, the account name and numbers were recorded in a
separate register. An account number and name was given to the account holder
in order to deposit money for cheque issue. And for closing of accounts a separate
form was required to be filled by the customers. If the account were not up-to-
date, customers were required to fill KYC form. Then any cheques issued to such
xxi

customers were collected back from the customers. Then only the entries were
made in the PUMORI software and the balance was paid back to them. But in
case of Deceased person’s account, a “nominee” if mentioned in the bank account
database otherwise a related person had to be present with Relation verified
Documents from District Administration Office, Death Certificate of the account
holder, Citizenship Certificate of deceased and the present person/nominee and
copies of all the original documents mentioned above. From the second week,
screening of new customers was taught and learned. Screening was done to verify
and to approve that if customers were not involved in any money laundering
activities. And new customers would have a unique screening ID and with the
help of Screening ID the customers’ KYC ID was generated. And such ID would
help track of customers in the case of involvement in money laundering. In the
same way interns also assisted many customers to fill up the form and vouchers
for those who are incapable.

2.1.3.4. Outcome of the Assignment

Throughout the assignment I learned to open a new account and close an existing
account. Along with the assignment I was able to use PUMORI software
efficiently. And found that the screening ID and KYC ID was generated in order
to track the customers if they are involved in money laundering or any other
illegal activities. However, the process of account opening was very lengthy and
time consuming as we were required to go through several steps to open an
account. Thus, the process of account opening needs to be minimized in order to
have more efficiency in the opening of an account and which could be done by
integrating different software and databases.

2.1.3.5. Key Learnings from the Assignment

Working through the assignment I was able to deal with the people of different
nature. And learned to work in a stressful environment. As sometimes we were
required to open an account for the police department which might include at
least 200 new accounts and need to be opened within a week. And finishing this
along with other bank work within a week was very difficult as the account
xxii

opening process was lengthy and had to go through seven processes generally.
And a lengthy process consumes a lot of time and effort of the staff, which can be
minimized. And to finish the opening of an account we even needed to come bank
early and leave late due to time consuming account opening procedure.

2.1.4. Mobile banking and Atm card Introduction

2.1.4.1. Introduction

Mobile banking and ATM card services are given to the customers for the instant
services from the bank.And this service was carried out in the CSD desk in order
to provide customer hassle free and instant service.

2.1.4.2. Procedure of the assignment

Services like mobile banking, internet banking, ATM request and issue, Rajaswa
Cheque Vouchers and enquiry about these services were carried out in CSD desk
as well. And services like mobile banking were instantly provided to the
customer. Forms for new Mobile Banking and modification, Internet Banking,
DMAT account opening, C-ASBA, new ATM request and modification were
distributed to the customers by the staff and sometimes even filled by the saff if
the customer is not capable.

2.1.4.3. My role in the assignment

Interns were assigned to distribute forms for new Mobile Banking and
modification, Internet Banking, DEMAT account opening, C-ASBA, new ATM
request and modification. And after receiving the form the checking was required
to see if the details are duly filled or not. And signature verification of account
holders as well as the sufficient balance was checked by using PUMORI software
and further process was done by using ALM software. And details were filled up
in respective portals for each service. After the details are filled up properly,
authorized personnel in the high rank would approve of the filled details.
Similarly, ATM cards were distributed to the customer upon the arrival of such
xxiii

cards from the head office. It would take at least one month to get hands on the
ATM applied by the customers. And if an ATM card is lost or needs to change the
ATM collection branch then the customers need to fill the form and would take at
least one months to get the card.

2.1.4.4. Outcome of the assignment

Throughout the assignment what I found was the ATM application and Mobile
banking application had to be filled up separately for new account holders even if
there was an option in the new account form. ATM would require one month to
arrive, while some other private banks (for example Sunrise Bank) issue ATM
cards on the same day of filling form and opening of the account. Those banks
would not ask for separate forms for either mobile banking or for ATM when
opening the bank account. This process at NBB had taken a lot of resources and
time from the staff. Instead of filling the separate form for mobile banking and
ATM card, account opening form could be integrated for the mobile banking
services and ATM card as a result it will be less time consuming and optimal
resources will be used.

2.1.4.5. Key Learning from the assignment

I Learned to use the PUMORI software and ALM software. Since the bank had
used a lot of resources and time from staff to fill the form of mobile banking
application and ATM card form instead of filling in the opening account form and
this created a lot of hassle between customers and interns. So we intern tried not
to fill the separate form for the mobile banking and card but the authority didn’t
allow us to do that and we continued with the same procedure as it was following.
In the same way lots of documents were required for the modification in the
xxiv

mobile banking for the current account holder which was very hassle as they even
needed to visit the bank more than 3 times for only mobile banking.

2.1.2. Other Bank Related Activities

Despite the major activities in different departments, interns also performed other
bank related activities. Such as making phone calls to customers to inform about
any discrepancy in their accounts. And making phone calls to other branches and
head-office for various inter-branch related works like ABBS. Similarly interns
were requested to do sorting, arranging and filing of the documents. And needed
to keep track of inventory in the working departments and inform Operation Head
if necessary.
xxv

Chapter Three

PROGRAM WORKPLACE RELATIONSHIP

This period of internship was fruitful experience and knowledgeable regarding

getting acquainted with the real life scenario of the banking environment and also
gave me insight on how it works in real life. The working environment at NBB
was very friendly, motivating and the employees of the bank did not even hesitate
in teaching us and always shared their views and ideas towards each other. They
always showed me how to work and were always willing to help in times when I
get confused. It surely has developed some sort of confidence level in me. While
working at the NBB as an intern, I acquired some professional skills through
active involvement in banking procedures and activities.

• Communication skill: I learned various communication skills in my

interpersonal communication course. It was theoretically known to me, but while
working as an intern, the regular interaction with customers and staff, writing
many emails to various officials and bank branches has surely helped to improve
the communication skill. I came to know about the convincing power of the
people and its importance in the workplace. I was in a good position at
communicating as I learned different communication skills, organizational
behavior, which surely helped me to pump up my communication skills at the
workplace.

• Technical skill: Since I have to use Microsoft office packages for my

assignment and presentation at college, it was very useful to me at the workplace.
I was able to learn PUMORI software, refine skills on Microsoft Office packages,
operate printers and scanners, improve typing skill. However, I was new to
PUMORI software which was quite new and difficult for me but with the help of
the cooperative employee, I was able to learn to use the PUMORI software
quickly.

• Work Ethics: Since I was always taught about the workplace ethics and culture.
And how the ethics and culture impact the employees' performance. It was really
xxvi

helpful for me to work as an intern at NBB and able to develop professionalism at

work. Since I was always punctual about time as this is the important thing i
learned at KUSOM, I learned to be punctual, respect seniors, work on time,
maintain confidentiality and dress properly at the workplace.

• Customer Service: As an intern I learned to maintain good relationship with

customers by addressing their queries in layman terms, calming down the
aggressive customers, using soft tone even if the customers were angry with the
staffs, helping customers when they feel clueless in any sorts of banking
procedures, finishing their work on time. This is something I realized more in the
working place rather than theoretical.

• Conflict resolution: With the crowded space and huge number of customers
visiting the bank, resolving the conflict was top priority at the bank. And conflict
resolution is something I learned from the professor at KUSOM and was always
concerned about. And surely helped me to learned to resolve the conflicts related
to CSD through properly listening to customers, making them understand the
legal procedures, banking regulations, difficulties in operating the systems and
addressing their problems in the most convenient way possible.

21

• Emotional intelligence: Emotional intelligence is the most required skill in the

Customer Service Department. Customers with various mindset, moods and
situations visit banks at large and the one working at CSD has to have emotional
intelligence. So it was very challenging to develop. However, continuous
encounters with different customers helped me to develop emotional intelligence.

• Stress Management: I was always taught about stress management at KUSOM.

And we students were always pressured to work in a stressful environment.
However, I thought it was unnecessary to put students in such pressure but
working as an intern I was so happy to be a student of KUSOM as I was being
prepared for this tough environment. And it surely helped me to work in a
stressful environment.

• Team Work: Being a student of KUSOM we are always taught to work in a

group and the importance of teamwork. SO i was already prepared to work as a
xxvii

team. Thankfully, Intern were continuously working with the team to deliver the
best service possible. And it was really easy for me to work as a team. As many
works had to be distributed among the staff to be completed on a timely basis this
refined the team work skills I had.

• Leadership, Team and Time management: Sometimes, interns were assigned

to manage the supervise the CSD in the absence of the supervisor. Intern managed
the team and operations well and duly completed the tasks. This surely has helped
to boost the confidence in me and enhances the leadership qualities I possessed.
As I was known to the time management through lots of assignments and
deadlines, it surely helped me to complete the task given to me at the workplace.

• Problem Solving: During internship, interns solved problems regarding

conflicts with the customers, hardware failure in the systems, wrong data entry by
other interns, mistakes done by other interns, conflicts among the staff. Solving
the problem at the workplace was really challenging for me but with the
theoretical knowledge of problem solving and critical thinking it was quite clear
for me to analyze the problems.

• Work Under Pressure: Sometimes there would be more than 500 customers a
day. On average 60 customers would request for Cheque-books, about 20
customers in average would ask for the bank statement. Almost all customers
would enquire for the balance of their accounts. There would be customers to
open the bank account, mobile banking, atm application, KYC update. It created a
lot of pressure for only 5 staff to handle all the work. Although I was used to
working under pressure at KUSOM, at the workplace it was kind of difficult to
look at all the aspects equally. However, working under such pressure provided
me an opportunity to learn the skill to work under pressure at the workplace.

The internship program was really helpful to have actual work experience in a
practical field. And KUSOM has provided us an opportunity to gain some
practical knowledge on what we are learning in our classrooms. And in the same
way, it really helped us and guided us before and after the competition of the
internship program.
xxviii

Chapter Four

CONCLUSION

I had a great opportunity to work at one of the pioneer banks in Nepal. This
internship provided me with various soft and hard skills. Overall great experience
was achieved and many professional skills were developed and refined. Despite
being one the best performing banks in Nepal, NBB had been lagging behind the
competitors in integrating new innovations and technologies to its banking
operation. Although NBB has a huge customer base, the customers are not as
satisfied with the ease of banking as with other competing banks. Many customers
are there because of no other alternative choice such as pensioners, government
employees, representatives of government offices, representatives of government
schools and colleges and taxpayers. Working at the CSD was fruitful to me as an
intern. As an intern I observed that major activities performed in these
departments are, to some extent, effectively performed by the staff.

Staff were hardworking and despite the exhaustion, worked hours past the office
time every day. Staff were competent and punctual to perform their work
effectively. All the works were done correctly. And very few mistakes in the
work were noted despite working in such a stressful environment and handling all
the customers’ queries and problems. Very few numbers of mistakes can be
considered and the performance of CSD can be called effective. However, the
efficiency of the CSD department was lagging. All the lengthy process required
for opening bank accounts, closing the accounts, mobile banking service and
ATM services, KYC update, voucher distribution was draining valuable time of
the staff. Similarly, the number of staff in CSD was also very low as compared to
the flow of customers in the bank. In Spite of being effective, the bank lacked
efficiency in CSD which led to many unsatisfied customers and low quality of
customer service. This inefficiency also resulted in physical as well as emotional
exhaustion in staff. And due to the larger number of customers there was no time
for lunch break which was the triggering point for the exhaustion. Favoritism also
helped affect the effectiveness of the organization. These issues are the hindrance
to achieve what the organization is capable to achieve. Health and safety
xxix

measures were not effective during the pandemic COVID-19 and the bank had to
face staff being affected by the Covid virus. Even though it is still one of the best
performing banks, it can achieve more and perform best among the class by
taking with few considerations. Given the few discrepancies, interpersonal
relationships among staff were good. Staff were helpful, considerate, motivating,
collaborative and experienced. So there was a comfortable and motivational
working environment in the bank. Although it was a great experience as an intern
of NBB, it could have been better if the COVID was not there. And I Would have
been able to learn more.

Similarly, NBB can consider the location of CSD inside the bank. Rather than
keeping it at the upper floor, it can shift down to the bottom floor so that
customers would benefit. It would make the flow of customers fast and waiting in
the line less troublesome. Banks will have to add more staff to the CSD to
facilitate customers and address all their queries and problems. This would create
satisfaction in customers. There shall be telephone service available at the CSD
desk. Banks shall pick up customers’ telephone calls and address them remotely.
Omission of customers’ phone calls would devalue the customer satisfaction
level. Long and time-consuming procedures like accounting opening, account
closing, KYC updating, cheque book issuing, ATM issuing can be minimized by
integrating all the software systems used in banking operations.

24

Other banks such as NIC ASIA, NABIL have used more advanced technologies
and have been providing more prompt services than NBB. Banks shall provide
break times to the employees to have their lunch and take rests in between. This
will boost the energy of the staff throughout the day. Favoritism shall be
abolished. Deserving and competent candidates shall be appointed with the
related tasks, not to the one with favors. Banks shall also improve its health and
safety measures. It shall provide a healthy environment for staff to work on.
Heath of the staff shall be the first priority at least during the pandemic. NBB can
improve the efficiency and effectiveness of its departments and staff by
considering the above recommendations.
 xxx

BIBLIOGRAPHY

Covid-19: Impact on the banking sector. (n.d.). Retrieved December 30, 2021, from
https://kathmandupost.com/columns/2020/04/26/covid-19-impact-on-the-banking-
sector

Vision & Mission | Nepal Bangladesh Bank Limited. (n.d.). Retrieved December 30,
2021, from https://www.nbbl.com.np/information/vision-mission

 ●  Dhulipalla, V. k., D, P. K., M, S., S, S. A. (2020). Evaluation of

Effectiveness of Customer Services in the Banking Sector. International
Journal of Advanced Science and Technology, 29(3), 479-491.

 ●  Lee, S.S. (2012) A Study on the Relationship between Service Quality,

Customer Satisfaction and Cross-purchaseIntention in Bank Service;
Korea and China. Journal of Business Economics and Management, 41,
83–106.

 ●  Nepal Rastra Bank. (2020). List of Banks and Financial Institutions as

of Mid Oct, 2020. Retrieved from:
https://www.nrb.org.np/contents/uploads/2020/11/List-of-BFIsAshwin-
2077-_-English-2. pd

 ●  Nepal Bangladesh Bank. (2020). Introduction - Nepal Bangladesh

Bank. Retrieved December 10, 2020, from:
https://NBB.com.np/content/introduction-rastriya-banijya-bank-
limitedNBB
xxxi