An Internship Report On

NIC ASIA Bank Limited

Pathari

Submitted By:

Pabitra Raut

P.U. Reg. No: 2017-2-03-0231

Exam Roll No:18031175

Level: BBA 4th year, 7th Semester

Submitted to:

Apollo International College

Faculty of Management

Pokhara University

Submitted for the degree of

Bachelor of Business Administration (B.B.A)

New Baneshwor, Kathmandu

February, 2022

ix
 DECLARATION

I hereby declare that the internship report entitled “An Internship Report On NIC
ASIA Bank Limited” submitted to Apollo International College, Faculty of
Management, and Pokhara University is my original work done based on learning
during internship program for the partial fulfillment of the requirements for degree of
Bachelor of Business Administration (BBA) under the supervision of Mr. Ganesh
Koirala.

Pabitra Raut

January, 2022

ii
BONAFIDE CERTIFICATE

iii
INTERNSHIP CERTIFICATE

iv
 ACKNOWLEDGEMENT

It was a wonderful experience to work in NIC ASIA Bank Limited, Pathari Branch
office as an intern, indeed it was great opportunity for me to experience internship
program, as the basic purpose of fulfilling the partial requirement for the Degrees of
Bachelors in Business Administration (BBA) under the course designed by the
faculty of management of Pokhara University.
First of all I would like to thank Pokhara University for including internship
program in our course of BBA 7th semester. This gives us chance for gaining practical
knowledge to boost our interpersonal skills.

I express my sincere honor and special sense of gratitude to the Teacher of Apollo
International College Mr. Ganesh Koirala for his generous guidance, thoughtful
encouragement and brilliant insight throughout completing this internship report. I
express my sincere honor and special sense of gratitude to the program director of
Apollo International College Mr. Bimal Gautam and special sense of gratitude to the
professor of Apollo International College.

I owe great intellectual debt for support and immense contribution to administrative of
NIC ASISA Bank Limited and thankful for accepting my presence and gave me
space. I would like to express sincere gratitude to all the staffs of NIC ASIA Bank
Limited for their helpful co-operation. I would also like to express my gratitude to
Assistant Ashim Shrestha and Sanjana Tandukar for supporting me throughout my
internship period. I am thankful to all of them who have immensely helped, guided
and supervised to complete the internship.

Finally, I would like to thank my teachers and friends of Apollo International

College who directly and indirectly motivate and lead me for internship and also by
providing a good deal of knowledge and ideas for the existence of internship.
Pabitra Raut

BBA 7th Semester

Apollo International College

February, 2022
v
 ABBREVIATIONS

BBA: Bachelor of Business Administration

Ltd: Limited

P.U: Pokhara University

ATM: Automated Teller Machine

BOD: Board of Director

FY: Fiscal Year

NRB: Nepal Rastra Bank

ECC: Electronic Cheque Clearing

FD: Fixed Deposit

CCTV: Closed-Circuit Television

%: Percentage

KYC: Know Your Customer

NRP: Nepalese Rupee

vi
 Table of Contents
title page……………………………………………………...........…………………………….i

declaration...............................................................................................................................ii

bonafide certificate..................................................................................................................iii

internship certificate................................................................................................................iv

acknowledgement......................................................................................................................v

abbreviations...........................................................................................................................vi

table of contents…………………….…………………………………………..……….vii- viii

list of tables and figures………………………………………………………………………ix

CHAPTER 1.................................................................................................................1

ORGANIZATION PROFILE.....................................................................................1

1.1 Description of the Organization..........................................................................................1

1.2 Organization mission and objectives...................................................................................2

1.2.1 Mission............................................................................................................................2

1.2.2 Set of Objectives..............................................................................................................2

1.3 Major markets and customers.............................................................................................2

1.3.1 Major Markets.................................................................................................................2

1.3.2 Major Customers..............................................................................................................3

1.4 Products and Services.........................................................................................................4

1.4.1 Products...........................................................................................................................5

1.5 Organization design and structure.....................................................................................10

1.5.1 Organization Design......................................................................................................10

1.5.2 Organization Structure...................................................................................................12

1.6 Financial Structure............................................................................................................13

1.7 Organization Performance................................................................................................13

1.7.1 Financial Performance...................................................................................................14

1.7.2 HR Performance............................................................................................................15

1.7.3 Resource Utilization.......................................................................................................15

vii
1.7.4 Social Works and Responsibility...................................................................................16

CHAPTER- 2........................................................................................................................17

PROFILE AND ACTIVITIES PERFORMED JOB..........................................................17

2.1 Job Profile.........................................................................................................................17

2.2 Activities Performed.........................................................................................................20

2.2.1 Customer Service Department.......................................................................................20

2.3 Problems Faced and Solved..............................................................................................22

2.4 Intern's Key Observation...................................................................................................24

CHAPTER-3.........................................................................................................................26

LESSONS LEARNT AND FEEDBACK............................................................................26

3.1 Key Skills Learnt..............................................................................................................26

3.2 Attitudes Learnt................................................................................................................27

3.3 Feedback to the Bank........................................................................................................29

3.4 Feedback to the College/University..................................................................................30

BIBLIOGRHY.......................................................................................................................ix

APPENDICES.........................................................................................................................x

Appendix -1.............................................................................................................................x

All Branches of NIC ASIA Bank Limited.............................................................................x

Financial Report of NIC ASIA............................................................................................xii

viii
 List of Tables and Figures

Tables Pages

Table 1: Types of Fixed Deposit Account 8

Table 2: List of Board of Directors 11

Table 3: Financial Structure of SRBL 13

Table 4: Financial Performance of SRBL 15

Figures Pages
Organizational Structure of SRBL 12

ix
 CHAPTER 1

ORGANIZATION PROFILE

1.1 Description of the Organization

The history of the word BANK is linked with the Italian word Banco (old one) both
meaning “Desk /Bench”, Greek word Bancus meaning “bench / table” and French
word Banque meaning a bench. Although the original trace to the present word bank
is not yet completely clear, they all mean that those words were intended to point to
the bench.
The first bankers sat behind a little bench on the open street with their money piled
upon the bench in front of them. This was their “bank”, and when their money was
lost, then their bench was said to be broken. They used to exercise themselves in this
kind of business in the public places of trading cities seated themselves upon forms
with benches to write their letters, count their money, or to draw their bills of
exchange. When they failed, and became unable to pay their debts, their benches were
broken as a mark of infamy: from which the word bankrupt is derived. The word
“bankrupt” is of Italian origin, as in Florence the term bancarotta meant “broken
bench” hence a bankrupt had his bench broken.
NIC ASIA Bank has its antecedents in NIC Bank which was established on 21  July st

1998. The Bank was rechristened as NIC ASIA Bank after the merger of NIC Bank
with Bank of Asia Nepal on 30  June 2013. This was a historic merger in the annals of
th

Nepalese financial landscape as the first of its kind merger between two successful
commercial banks in the country. Today, NIC ASIA has established itself as one of
the most successful commercial banks in Nepal. During the post-merger integration
phase, NIC ASIA managed the transition very smoothly receiving accolades from the
regulators as well as the stakeholders, paving the way for other mergers and
consolidation in the Nepalese financial sector. After the merger, NIC ASIA was
recognized as “Bank of the Year 2013-Nepal” by The Banker, Financial Times, UK.
This is the second time that the Bank was recognized with this prestigious award, the
previous occasion being in 2007.

ix
 NIC ASIA Bank is now, one of the largest private sector commercial banks in the
country in terms of capital base, balance-sheet size, number of branches, ATM
network and customer base. The Bank has 317 branches across Nepal with a network
covering all major financial centers of the country. The Bank strongly believes in
Meritocracy, Transparency, Professionalism, Team spirit and Service Excellence.
These core values are internalized by all functions within the Bank and are reflected
in all actions the Bank takes during the course of its business.

1.2 Organization mission and objectives

1.2.1 Mission

The mission of NIC Asia Bank Ltd is "To become a leading bank in Nepal  by
Providing complete financial solutions to our customers, superior value to our
shareholders and promising growth opportunities to our employees."

1.2.2 Set of Objectives

 The Objectives of NIC Asia Bank Ltd are as follows:

 To continuously expand Bank's operation in systematic manner, 
 To become a major innovative Bank and provide top of the line services,
 To build an HR team that continuously supplements the growth of the
organization,
 To be vigilant to the evolving economy and align our operations
accordingly.

1.3 Major markets and customers

1.3.1 Major Markets

NIC Asia Bank (NICA) has covered all over Nepal. NICA has a total 317 branches
networks including branches inside and outside the valley which do operational
activities of the banks. As NIC is A class commercial bank, it has been operated all

2
over the country by NICA. There are altogether 317 branches of NIC banking
inside and outside the valley.
The corporate office located at Trade tower, Thapathali, Kathmandu does all the
management activities only. There are 405 ATM locations inside and outside
Kathmandu valley. The name of all the branches of NIC Asia is listed in Appendix-1.

1.3.2 Major Customers

As NIC Asia bank is a very older bank of Nepal, it has linked with lots of individual
customers and institutional or corporate customers. The Hanumanthan branch of NIC Asia
Capital is doing lots of transactions every day. Similarly, there are so many companies who
are operating its transaction through NIC Asia Bank. The major customers of the bank
include.
 Individual Customers
 Institutional/Corporate Customers
Individual Customer
When an account is opened in individual name, it is called as individual account. The
person or account holder who handles that account is the individual customer for the
bank. NICA includes various types of individual customer and some of them are
 Students
 General Public
 Senior citizens
 Salaried persons
Requirements of Individual Customer are
 Completed Account Opening Form(AOF)
 Copy of identification document
 Copy of document confirming verification of Residential Address
 Birth Certificate (in case of minor accounts) along with identification of the
adult operating account
 Foreign currency earning source document for Nepalese/Indian nationals in
case of opening of FYC Account
 Recent Photographs

3
Institutional/Corporate Customers
Institutional customers are a term used in the financial services industry to
differentiate retail customers and corporate customers from other financial institutions
such as banks. There are various institutional/corporate customer in NICA too and
some of them are
 Nepal Oil Corporation (NOC)
 Reliance Spinning Mills (RSM)
 Nepal Airlines Corporation (NAC)
 Daily Development Corporation (DDC)
 Fulbari Resort and Spa
 Himalayan White House International College (HWHIC)
 Himalayan Bank
Requirement of Institutional/Corporate Customers
 Completed Account Opening From (AOF)
 Copy of Registration Certificate or Certification of Incorporation
 Copy of Tax Registration Certificate or Pan as application
 Copy of Memorandum and Article of Association
 Copy of Board Resolution and Power of Attorney as applicable
 Copy of Document verifying Registered and Trading /Operating address
 Copies if ID Documents of at least 2 of the main Directors (Including the
Managing Director) and all signatories with a significant level of authority in
the line with the requirement for personal customers
 Copy of Document verifying Residential Address of at least 2 of the main
Directors (including the Managing Director) and all signatories with a
significant level of authority in the line with the requirement for personal
customers

1.4 Products and Services

The core services of a bank are normally taken as accepting deposits, loans and
clearing. But as time passes by with the advancement of new technology and the

4
needs of customers, new services are added by the banks. With the increment of
people going abroad for employment lead to the development of a service which we
known as “Remittance”. Banks also bring about new schemes so as to attract the
political as well as existing customers so as to retain them. Allowed to deposit money
and withdraw to the extent of balance freely from his/her account.

1.4.1 Products

Deposit Products
-Online Bachat Khata
NIC ASIA Online Bachat Khata” shall be an offered savings account providing the
minimum published interest rate offering to the target group by making available the
soft copy of account opening form in our bank’s website and allowing the customers
to apply for account opening along with required documents and filled details.This
product offers an interest rate of  4.5% p.a with no minimum balance requirement.
-Sammunati Bachat khata
It is a special savings account having interest rate of 4.5%p. a with no minimum
balance requirement and has attractive features. 
-New Super Chamatkari Bachat Khata
 It is a newly launched product and savings account that accommodates exclusive
benefits and competitive rates to help the customer to grow their funds. It has the
facilities of total free life insurance cover of 21,00,000/- to account holders with
accidental insurance cover of 10,00,000, critical illness of 10,00,000 and medical
insurance of 100,000(OPD up to Rs,20000 and Hospitalization treatment upto
Rs.80000). This product offers an interest rate of 6.5%p.a with requirement of
Minimum Balance Rs. 1000.
-New super chamatkari Bidhyarthi Bachat khata
It is a savings account designed to provide financial services along with developing
habits of savings for students. It helps to enhance the student’s knowledge and
experience on the offered financial solution. This product also provides the facility of
education loan to support student’s dreams for further studies and offers an interest
rate of 6.5% p.a on daily balance with no minimum balance requirement.
-New Super Chamatkari Swarojgar Bachat Khata

5
It is an interest bearing customized saving account scheme to provide complete
financial and lifestyle solutions for the self employed. Self employed people of all age
groups and any income level can open this account. This product offers an interest
rate of 6.5% p.a with no minimum balance requirement.
-New Super Chamatkari Talab Bachat Khata
It is primarily a salary savings deposit product .It is a payroll account targeted to
salaried employee in an organization/institution.It is a super aggressive product that is
known for insurance benefit and zero balance payroll account. This product offers
interest rate of 6.5% p.a (interest rate is subject to change as per management’s
decision from time to time).
-New Super Chamatkari Babu Nani Bachat Khata
It is a savings account opened in the name of the children with the highest interest rate
along with education assurance below the age of 18 years.It offers the interest rate of 
6.5% p.a on Quarterly daily closing balance i.e interest payable.
-New Super Chamatkari Fixed Deposit Bachat Khata
It is only the term deposit product in the market which provides the highest earnings 
with insurance coverage facility up to Rs.21 lakhs. To meet the short term
obligations ,the bank provides the credit facility up to 90% of the fixed deposit .This
product offers interest rate of for individual 9.25%, Institutional 8.5%(fresh) and
Renewal 8.6%.
-New Super Chamatkari Jestha Nagarik Bachat Khata
It is the highest interest bearing savings account specially designed for senior citizens
of 55 years and above who want value for their saving and security of their funds.
Insurance facility of upto Rs.21 lakh and a special benefit for senior citizens is an
additional 0.5% interest rate on the published interest rate of fixed deposit. It has an
interest rate of 6.5% p.a. with requirement of minimum balance Rs.50000.
 -Demat
Demat stands for Dematerialization. It is a process of converting physical shares
(securities) into electronic form. Bank charges Rs.50 for account opening and Rs.100
for yearly account Operating fee.
-Happy Savings Account
It is an exclusive savings deposit product specially designed to provide a good
financial return to customers with various other facilities.This product offers interest
6
rate of 4.5%p.a with requirement of Minimum Balance Rs. 1000. We at NIC ASIA
Bank believe in giving more happiness for our customers by different and customized
products and services.
- Super Special Savings Account
Super Special Savings Account is a special account designed to cater individuals who
wish to get good returns on their savings and offers an interest rate of 4.5%p.a with
minimum Balance requirement of Rs. 10000.
-Youth Savings Account
It is a saving account designed for youth/college students of the new generation who
want value for their money.This product offers an interest of 4.5%p.a with no
minimum balance requirement.
-Karmashil Bachat Khata
It is a special account designed to cater the staff payroll account of various
organizations. As a value-added service to you, we are also pleased to offer you free
of cost salary management service wherein we will manage the monthly disbursement
of salary to your staff maintaining accounts with us. This product offers an interest
rate of  4.5% p.a with no minimum balance requirement.
-Nari Shakti Bachat Khata
It is a special savings account designed for women of the new generation who want
value for their money offering interest rate of 4.5% p.a with no minimum balance
requirement.
-Share Suvidha Bachat Khata
This is a unique and innovative deposit product in the banking industry in terms of its
features and benefits offering interest rate 4.5% p.a with requirement of minimum
balance Rs.500.
-Special Savings Account
It is a special savings account designed to cater to customers who are looking for
good return in their savings as well as some facilities and discounts.
 Corporate Super Account- BFIs
 Corporate Super Account, specially designed for Financial Institutions offers
an interest rate of flat 1.5% p.a. 
-Corporate Super Account- Others

7
Corporate Super Account, highly beneficial for institutions and organizations of
profit-making nature offers interest rate of up to 2.50% p.a. on daily balance, payable
half yearly with Minimum Balance NPR 100,000.
Loan Products
-NIC ASIA Personal Loans (NAPL)
NIC ASIA Personal Loans (NAPL) is a non-collateral based loan scheme especially
designed to facilitate Salaried Individuals and Professionals; offers lower monthly
obligation and hassle-free services along with fastest service delivery to our valued
customers.  For personal loan , bank charge up to 7% premium over base rate %
(P.a)*.
-Gold Loan
NIC ASIA Bank introduces NIC ASIA Gold Loan, one of the easiest and fastest loan
schemes of the banking industry .It has the competitive interest rate and bank charge
up to 7% premium over base rate for personal loans.
-Home Loan
NICASIA Home loan, an attractive financing scheme bundled with special features to
purchase/construct your dream home and live with family happily ever after. For
home loan bank charge premium over base rate up to 7%. In case of overdue loans
other than pass category as per NRB directives,2% premium over and above
aforementioned premium shall be applicable. 
-Auto Loan
NICASIA Auto loan is an exclusive financing option to “move in style” by owing a
vehicle of your own choice with a premium over base rate up to 7%.
-Loan against Assets
With the aim to have easy and quick access to your financial requirement we
have designed this product. If you own any land and building or private vehicle, you
can easily convert it into cash and bank charge upto 7% premium over base rate.
-Interest Subsidized agriculture and Livestock loan
Attractive interest rate with upfront 5% subsidy on interest rate. Nil Loan processing
loan and it is easy and fast Loan processing .It has the premium over base rate up to
2%(Guided as per NRB Regulations).

8
1.4.2 Services
a. Cards
-Visa Credit card
It is one of the privileged credit facilities offered to its customers to purchase goods
and services through POS(point of sale) terminals as an alternative mode of cash
payment. For Visa Credit Card,Bank Charges Rs.350 annually ,there is no any charge
for activation and it is free for the first year. 
-NIC ASIA Visa Debit Card
The NIC ASIA Visa Debit Card is a Debit card issued in collaboration with a
principal member of Visa International bearing Visa brand mark which can be used at
a merchant location to purchase goods and services through POS (Point of Sales)
terminals and/or ATM terminals bearing Visa logo to withdraw cash. For Visa Debit
Card, bank does not take Charge for activation ,it is free for the first year but
afterwards, the bank charges  Rs.350 annually.
-NIC ASIA International Visa Card
NIC ASIA International Visa Card is a pre-funded card issued in collaboration with
principal members of Visa International bearing Visa brand mark which can be used
at a merchant location to purchase goods and services through POS (Point of Sales)
terminals and/or ATM terminals bearing Visa logo to withdraw cash. Bank provides
50% discount on the issuance charge (issuance within 2 working days).
b. Insurance
-Bancassurance
Before, insurance was meant to be only for the limited person but now we are being
able to be in touch with unlimited people and Bancassurance has helped out to reach
these people. Bancassurance is the relationship between a bank and various insurance
companies. Bancassurance has become a key distribution channel in many insurance
markets, where NIC Asia is also one of the Banks who provides insurance facilities to
our Customers.
c. NIC Asia SMS Banking
 NIC Asia Bank is proud to present SMS Banking. Now take care of a host of         
your banking needs without ever having to wait in queues. Using SMS Banking, you
can check your balance, status of cheque (encased or not) and the Bank’s foreign

9
exchange rate, all at a few clicks of your cell.  For SMS banking, the bank charges
Rs. 0 for activation and Rs.250 annual charge and it is free for the first year.
For Enquiries, please SMS “Help” to 34488
d. Internet Banking 
NIC Asia Bank @net is a unique product of NIC Asia Bank Ltd for internet banking
with the special feature of “Two Factor Authentication”. First one is the password
generated by OTP device and next one is the static password set by the customer.
Internet Banking Service provides by charging Rs.250 annually , no charge for
activation and it is free for the first year.
NIC Asia Bank @net is able to address most of your requirements.
Enquiry Features
 Status of Cheque
 Loans and Advance
 Bank Statement
 Comprehensive Account Summary
 Balance Statement & Transaction Details
Banking Transactions
 Account to Account transfer
 Utility Bill Payment

1.5 Organization design and structure

1.5.1 Organization Design

The Bank is run by professionals having sound experience and exposure in

commercial banking in Nepal as well as in international markets.
Board of Directors
The Directors of the Bank are eminent personalities with vast experience in business
and the financial sector. The Board of Directors is fully committed to a high standard
of corporate governance, which among others encompasses the principles of full
disclosure and transparency, social responsibility and accountability, "zero tolerance"
compliance culture, business and customer confidentiality, intolerance of conflict of
interests, and an independent management. The Board comprises of the following
directors:
10
 Table 2:
List of Board of Directors
Mr. Tulsi Ram Agrawal Chairman

Mr. Jagdish Prashad Agrawal Director

Mr. Ram Chandra Sanghai Director

Mr. Aaditya Kumar Agrawal Director

Mr. Rajendra Aryal Director

Mr. Ganesh Man Shrestha Director

(Source: www.nicasia.com.np)

11
1.5.2 Organization Structure

Organizational Structure is the formal arrangement of jobs within an organization

considering key elements i.e. work specialization, departmentalization and
formalization, etc. The bank has many departments to facilitate the business processes
that have good coordination amongst each other. The bank has a line of authority that
flows from the top to the bottom of the organizational hierarchy.Taking about New
Baneshwor NICA, there are two departments i.e. Credit and Operation Department .
Here's the structure of NIC ASIA.

Figure 1: Organizational Structure

Board of Directors

Directors Credit Chief Executive Officer Audit Committee

Committee

IT/MIS Manager

DGM-Risk DGM-Operating & DGM-Corporate Internal Audit

Management Control Support Department

Branch Department
Manager Managers

(Source: www.nicasia.com.np)

12
1.6 Financial Structure

Framework of various types of financing employed by a firm to acquire and support

resources is necessary for its operations. Commonly, it comprises of stockholders’
investment, long – term loans, short- term loans, and short- term liabilities as
reflected on the right-hand side of the firm’s balance sheet. Capital structure, in
comparison, does not include short-term liabilities
  Table 3:
 Financial Structure of NIC Asia 

Share Capital Amount (in Rs.)

Authorized Capital  1,600,000,000

Issued Capital 950,400,000

Paid Up Capital 943,877,100

(Source: www.nicasia.com.np)

Table 4:
Share Ownership Of  NIC Asia
Local Promoters 65%
General Public 35%
Individual 65%
(Source: www.nicasia.com.np)

1.7 Organization Performance

An organizational performance is an analysis of a company’s performance as

compared to goals and objectives. In other words, organizational performance
comprises real results or outputs compared with intended outputs. The performance of
organization can be discussed below.

1.7.1 Financial Performance

13
The recent fiscal year was yet another challenging year for NICA Bank limited and
the banking industry as a whole. However, this bank shows that in spite of these
challenges , the bank was able to post satisfactory results. The performance of NIC
Bank based on different financial indicators in the last three years  are presented
below.

14
 Table 5:
Financial Performance of NICA

S.N Particulars FY FY FY
2021/2020 2020/2019 2019/18
1 NetProfit/Gross 41.54 24.91 42.91
income(percent)
2 Earning Per Share(NPR) 34.71 16.62 23.06
3 Market value Per 469 316 445
Share(NPR)
4 Price Earnings Ratio 13.24 19.01 19.3
5 Dividend(Bonus) 10.06 10 21.05
6 Cash Dividend(percent) 1.06 0.526 1.05
7 Return on Total 1.64 0.97 1.33
Assets(Percent)
8 Return On Equity (Percent) 16.84 12.09 21.24
9 Book Net Worth(NPR) 151 145.32 161.74
(Source: www.nicasia.com.np)

1.7.2 HR Performance

The HR performance of NIC ASIA is very effective. HR departments spends hour-

after-hour at least one month each year making sure your manager turn in their
employee performance evaluation on time. Here’s what HR has to aid this process:
 Incentivize employees showing adaptability, creativity and inquisitiveness for
digitization
 Hire applicants having digital skills
 Bring the IT and other departments closer
 Re-design career paths
 Encourage innovation in training and branding

1.7.3 Resource Utilization 

NIC ASIA has fully utilized its resources. A bank possesses the information on the
risk characteristics of the clients, which it can use to pursue other activities with the
15
same client. A data collection about the market trends, risk and returns associated
with portfolios of Mutual Funds, diversifiable and non-diversifiable risk analysis, etc.
are useful for other clients and information seekers. Automatically, a bank will get the
benefit of being involved in research.
 Easy marketing on the foundation of a brand name
 Investor friendly activities
 Increased efficiency and productivity
 Get more exposure in the global market

1.7.4 Social Works and Responsibility

As a responsible corporate citizen of the country, the Bank has been involved in
contributing to the society in various ways as a part of its Corporate Social
Responsibility (CSR). In order to promote and focus on CSR activities the Bank has
established a charitable foundation called NIC ASIA Foundation. The Bank has
committed to pledge 1% of its net profit every year to the NIC ASIA Foundation for
promoting various CSR related activities.
In the past, the NIC ASIA Foundation has carried out various activities including, but
not limited to, distributing disaster relief packages to the victims of various disasters,
contributing to the Prime Minister Relief Fund, organizing health camps, organizing
blood donation camps, providing support to old age homes and orphanages, providing
scholarships to the needy students, etc. A significant number of people have been
benefited, directly or indirectly, by the activities carried out by the Foundation. The
Foundation plans to continue the same in the future as well. Some of the social
Responsibility conducted by NICA are as follows
 Blood donation at registered office-Thapathali July 23. 2017
 NIC ASIA Bank has sponsored two promising young cricketers. 1 Sep 2016
st

 Donation to Child Orphanage Dec 01, 2014

 Tree Plantation at Tribhuvan University Nov 03,2018
 Distributing Dustbins in local areas Jan 09,2019
 Culture Preservation (Temple Cleaning  Program) Jan 09,2020
 Giving Donation to Naxal Bal Mandir Jan 09,2020

16
 CHAPTER- 2

PROFILE AND ACTIVITIES PERFORMED JOB

During the 8 weeks of my internship period in NICA, I was placed in customer

service department which operates under the branch operation department where I
performed lots of activities and solved various problems. This report also focuses on
the activities performed by the internees in the department of the bank.

2.1 Job Profile

Different departments of bank are responsible for different activities and tasks. They
perform their activities individually but they are interdependent. The major
departments and their functions of the organization are as follows.

 Customer Service Department (CSD)

Customer service department is the front desk of the bank where the customers first
interact with the bank as soon as they enter the bank’s premises. A bank’s customer
service department is often the first (and sometimes the only) personal contact to a
customers. The customer service department plays an important role in the survival
and continued functioning of any bank. The service provided by CSD gives an overall
impression about the bank so it is one of the major departments in bank. Major
functions of the department that affect an entire bank include public relations, positive
company culture, and customer retention. Its main objectives are to serve the
customer and provide the maximum satisfaction by their full support band effort. The
problems faced by the customers are also taken care in this department.

 Cash Department

Cash department refers to management a broad area of finance involving the

managing, collection, handling, and usage of cash that import and export in bank. It is
the important part of General Banking. It is the most important department of the
bank where there should be direct interaction with customers. Usually cash
department receives and pays cash directly which work as a media to communicate
with the clients. Some register books use in the cash department are receiving
17
cashier’s book, payment cashier’s book, cash balance book, vault register or safe–
in and safe-out register, key register, remittance registers.

 Loan Department

Loan department is concerned with measuring the extent of credit availability. The
function of this department is to examine the eligibility of the concerned party to
determine whether to provide the loan or not. The process involved in it are pre-
sanction (it include reporting, follow up, performance evaluation of industry, branch
monitoring in item of credit, consortium finance). When one bank cannot provide the
loan as required by the borrower it make joint agreement with other bank to meet the
amount required called as consortium finance. NICA has developed new credit
product like housing loan, education loan, auto loan, term loan, mortgage personal
loan, personal loan, loan against fixed deposit, loan against share etc. It prepares a
legal document format to lend a loan recovery by the process of follow up. It prepares
any kind of documents as required by the credit departments from time to time.

 Electronic Cheque Clearing (ECC)

ECC department in Nepal is operated by Nepal Clearing House Ltd. The presenting
bank sends an electronic image of the cheque along with the relevant information like
the MICR code line data, date of presentation, presenting bank, etc., to the clearing
house. The clearing house forwards the images along with data files to the drawee/
paying bank. The paying bank branch takes the ‘Pay’ or ‘No-Pay’ decision based on
the image of the cheque.

 Human Resource (HR) Department

The human resources department handles a range of different functions within an
organization. The department is responsible for hiring and firing employees, training
workers, maintaining interoffice relationships and interpreting employment laws. The
department works diligently behind the scenes to ensure an organization runs
efficiently.

 Marketing Department

The functions of the marketing department of a bank are to advertise about the bank
and reach more potential customers who would open accounts with the bank. They
usually start up a campaign or a promotional scheme explaining/offering a host of
benefits that come along with the process of account opening with the bank. Such a
18
campaign usually results in the increase in the customer base and increased
revenue/profit for the banks.

 Compliance Department
Many banks differ in how they operate, but one thing they have in common is a
compliance department. We describe the compliance department as a bank's internal
police force. It is the unit that ensures that a financial institution complies with
applicable laws, regulations and rules, and it plays an essential role in helping to
preserve the integrity and reputation of the bank.

 General Service Department

The functions of CSD are to provide excellent customer service and satisfaction;
provide courteous professional services; maintain and enhance facilities; reduce
energy use in GSD managed buildings and increase sustainable and resource
conservation in the core civic buildings; work collaboratively across all departments;
deliver projects and programs in a timely and cost effective manner.

 Risk Management Department

All banks set up dedicated risk management departments to monitor, manage, and
measure these risks. The risk management department helps the bank's
management by continuously measuring the risk of its current portfolio of assets, or
loans, liabilities, or deposits, and other exposures.

 Legal Department

Legal departments within a business work to maintain and prevent any legal issues

that arise. They play critical roles in reviewing and drafting contracts, employee
policies, and handling court cases.

 Treasury Department

The treasury department of a bank is responsible for balancing and managing the

daily cash flow and liquidity of funds within the bank. The department also handles
the bank's investments in securities, foreign exchange and cash instruments.

 Finance Department

The functions of a finance department typically include planning, organizing,

auditing, accounting for and controlling its bank's finances. Finance department is
also responsible for balance sheet related issues, publishing balance sheet,
managing bank's capital and related jobs.

 IT Department

The information technology department in a bank is responsible for the architecture,

hardware, software and networking of computers in the bank. As an IT professional,
19
you perform a number of duties to ensure that employees have full access to the
computer systems.

2.2 Activities Performed

During internship period of two months in NICA Baneshwor, it helped to gain the
knowledge on how the employees work under hierarchy and about the organization’s
design and structure also about the flow of chain of command in a real organization.
Thus the Baneshwor branch of NICA observe the overall statistics, its function and
vision of the internal banking and its ability to work to get developed in banking
industries in Nepal. The main department where I worked as intern in NICA is
discussed below:
 Customer Service Department

2.2.1 Customer Service Department

The main purpose of this department is to provide various services to the customers
who visit the bank. It is the important department of an organization. It basically
details with the issue of cheque book, the opening and closing of various types of
account as per the customer requirement, the maintenance of bank statement, provides
various cards such as ATM, Credit card, SMS banking, Debit card, etc. Main task I
performed during my internship are
 Account Opening
At NICA, I got to learn about account opening, where I was given a task to help
customer for filling the form to both individual and corporate customer and check if
the required documents are complete or not. After checking the documents and the
form if it is filled up properly or not, I had performed on software scanning called
AML check and only then an account for individual and corporate are opened only if
the AML screening is clear. But if the screening showed up some unusual things, I
would forward to compliance and wait for reply then only used to start a process for
opening account in software of bank.
 Balance Inquiry

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As CSD is front desk of the bank, customer directly comes to interacting in this
department. I got to learn about the process of balance checking because the first
thing that any customer would want to know was the balance they have on their
account. I was taught to tell the balance only if the account holder is asking which can
be identified through their signature card and other were allow to know the balance

 Providing Bank Statement

A bank statement shows the entire banking transaction of the account. I was trained
how to print bank statement for individual customers, and corporate customer. For
individual customer they need to fill up the bank statement request form with their
account number, name, date from when they want the statement and most
importantly, their authorized signature. But for the corporate customers, if they send a
third party to receive a bank statement they need to write an application with their
account number, authorized stamp, proprietor’s authorized signature and receiver’s
name, mobile number and identity card. After verifying the authorized signature only
I was allowed to provide bank statement.

 Printing and Providing Cheque

A Cheque is the most needed thing for account holder. I was trained how to print
cheque. If the customer is issuing a cheque, requisition slip should be filled up
including their account number, account name and authorized signature. The customer
who issues a cheque for a first time can get only 10 leaf of cheque and for second and
more then that customer can get more then 10 leaf. If third party receives the cheque
bank need to record receiver name, mobile number and identity card before providing
a cheque to them.

 Mobile Banking and Internet Banking Activation and Deactivation

Mobile banking and internet banking are software that allow customer to enquire the
balance, fund transfer, getting statement and so on. NICA Baneshwor branch office
has taught me about the process of activation and deactivation the customer mobile
banking and internet banking as per their request. The customer needs to fill up the
mobile banking form with their name, mobile number and their authorized signature.
The customer need to fill up internet banking form with another additional terms and

21
condition, including account holder name, e-mail address and authorized signature.
And the mobile banking system and internet banking system are activated through
intranet software only after the verification of the provided signature.

 Account Closing
At NICA Baneshwor branch, I got to learn about account closing as well which is
performed if the customer does not want to operate their account for certain reasons
they need to bring some documents like; original citizenship for individual customer
and all the original certificates with member's agreements for corporate customers. To
close an account, an account holder need to bring all the products and services
provided by the bank such as, cheque book, ATM Cards and so on and their account
should be KYC updated.

2.3 Problems Faced and Solved

During the internship period internee had faced various problems and solved them
either by self or by the help of the concerned staff.

 Problem 1: Once the cheque printed the two numbers, serial number of cheque
and the issue number which did not match.

Solution: The internee immediately consulted the CSD in charge about the
problem and the cheque print was cancelled, that led very few cheques to be
void.

 Problem 2: Next, the customer came and complained that she never gets the
messages from the bank when she does transactions in her account (depositing
and withdrawal). So there was the problem in mobile banking.

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

22
 Problem 3: One customer who had an account in NICA came to complain that
he used his ATM card in ATM booth of Global IME Bank Ltd, his account
was deducted by Rs.20000 but he didn’t receive cash.

Solution: The internee consulted the concerned staff and the staff checked his
statement whether the amount is deducted or not. Then the internee advised
the customer to write a request letter to Global IME Bank Ltd and helped him.
Then the concerned staff sent e-mail to Global IME Bank.

 Problem 4: Once the customer informed through phone for KYC update since
he had already visited KYC section when it was too busy, and the customer
was 87 years old. He was unable to fill the form.

Solution: The internee prioritized the customer for his comfort and filled up
his KYC update forms, convincing other customers to wait for few minutes
and asking for apologies with him for being few minutes late.

 Problem 5: One customer, who had an account in NICA, came with the
grievance that when he used ATM card of ATM booth of other bank, it did not
work. And no cash out.

Solution: The internee discussed this matter with the concerned staffs and as
per the instruction given by them the internee suggested and helped the
customer to fill up a dispute form and attach the photocopy of citizenship card.
It would take 1 day to 1 month for the cash to be deposited back in the
customer’s account.

 Problem 6: Once, while informing the customer for the KYC update, the
internee came to know that the account holder has been demised.

Solution: The internee informed the family member to visit the bank and get
enough information for further procedure they had to go through to provide
the nominee for the remaining balance.

 Problem 7: A customer tried getting inside the bank after the bank was closed,
he was so anxious. The internee tried to inform him as it was already an hour
late to get service. He rudely spoke back to internee.

23
 Solution: In this case the internee remained calm and informed CSD senior
staffs during this time, he was found out to be a known customer and what
internee realized is that there are some considerations that could be taken for
good and known customers.

2.4 Intern's Key Observation

Through internship, the internee has developed communication, interpersonal skills

and built the knowledge base about a specific field. The internee by practices realized
a higher level of responsibility and developed confidence, understood the gap between
theoretical knowledge and practical field, got familiarized with office equipment and
understood the similarities between bank and college culture.

 Organization Culture
Organizational culture is a system of shared assumptions, values, and beliefs which
governs how people behave in organizations. Organizational culture at NICA is quite
impressive and maintained. The staffs of the NICA are punctual about their working
time and they have their proper dress code of the bank which makes them smart

 Working Environment

The working environment of NICA is very friendly. The staffs of NICA make the
intern feel free to ask about the job and moreover they also provide information if it is
required for intern. Similarly, there is an advance working process and the modern
technology used for functioning. While working in the bank as an intern I observed
many things but main things that are only observed are the key to understand the bank
and its operating process.

 Co-operation by Co-workers

Cooperation in the workplace with co-workers is integral to the ability of all workers
to complete projects and assignments successfully. An effective workplace requires
employees who know how to work together to get the job done. The co-workers at
NICA Baneshwor branch were really very cooperative. The internee felt very much
comfortable to work with them. When internee does something extraordinary, the in-

24
charge head appreciate the job. Thus, internee got to know how the work is done and
how the staffs interact among themselves and with the customers.

 Behavior of Supervisor

Supervisor is a person in the first-line management who monitors and regulates

employees in their performance of assigned or delegated tasks. At NICA Baneshwor
branch, Mrs. Sunita Budhathoki (Supervisor of NICA of Branch Operation
Department and CSD) supervises the employees and so to the internee. My supervisor
was very supportive and co- operative. She was very energetic and she encouraged me
to be focused on my task. She was always ready to help me in finding out the solution
of my problems and he helped me to clear my confusions and queries regarding my
work.

 Working Process and Technology

Technology is one of the major factors that minimize the operational cost and increase
the efficiency. NICA has all the latest technologies and modern working process for
functioning. NICA is well equipped and had recently updated the banking software
(Pumori Plus III). The bank has computers and printer in each department, CCTV
cameras to supervise, cash counting machine and so on for the effective work
processing. During my internship period, I observed that CCTV cameras are very
helpful for the supervision of workers and to get detailed footage of every activity to
reduce conflict and robbery in near future at bank and computer and printer are
compulsorily needed in bank.

25
 CHAPTER-3

LESSONS LEARNT AND FEEDBACK

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

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

3.1 Key Skills Learnt

Gap between theoretical knowledge and practical knowledge can be observed during
internship period. Internship provides an opportunity to work and get knowledge and
skills required at that workplace. Some skills that I learned at NIC Asia Bank Ltd are
as follows:
 Operation Skills
I learnt to make different entries while recording the ledger and opening the account
of the customers. I learnt to post the transactions in the computer and also I have
learnt to open and close different types of account, learnt about the withdrawal and
deposit process. I learnt the process of issuing and printing cheque books and balance
statement. I have learnt the process of issuing ATM card. I have learned to identify
different type’s legal documents.
 Communication Skills
The regular interaction with the customers helped me a lot to develop communicating
skills. I came to know about, how to present oneself in front of the customers in such
a way so that customers feel satisfied in every aspect about their queries that had been
26
presented. Convincing power to the customers increase while dealing with them. I
learnt to deal various commercial as well as others levels bank staffs.
 Interpersonal Skills
As working in the NIC Asia Bank Ltd I developed interpersonal skills to
communicate with others easily in the bank. I had to talk and understand every
employee and their demands and queries. I developed mass facing ability, facing
various types of customers.
 Technical Skills
Before internship I was unable to use any of the technical instruments like printers,
computers, scanner and different software of the bank. Hence, I learnt the basic
necessary skills for operating, printing, using computers, scanner and software after
internship and it was only possible because bank placed me in customer service
department and taught to perform activities related to it.

3.2 Attitudes Learnt

As the intern in the NICA, I learnt few other things apart from the skills and that is
attitudes toward the organization and co-workers. I used to feel uncomfortable,
nervous while interacting with anyone but after completing my internship I am
boosted up with confidence as I learnt attitudes like, to boost confidence level to
communicate and co-ordinate with strangers who lacked before working in this
organization. Some other attitudes that I learnt during my internship are follows.

 Positive Attitude

The positive attitudes that I developed are as follows.

 I found most of the staffs in the organization were helpful and co-operative
which helped me to gain working knowledge and perform different tasks.
 I was punctual and obedient towards my work and organizations management
that help me to drive positive attitude towards management.
 I learnt that behavioral issues are the most important inside the organization.
Customers feel satisfied when they are behaved properly.
 The working environment of NICA central office was very friendly,
comfortable and satisfying which gave me energy to work more actively.

27
  Negative Attitude

Some of the pleasing work at NICA central office gave me positive attitude but there
are some negative approaches as well that I noticed during my internship period are as
follow.

 Many customers were not satisfied with ATM services and machines provided
by the bank.
 Loafing of by some team members could lead to huge negative impacts on the
overall team performance.
 I perceived that employee showed different assertiveness towards different
customers.

Specifically, there are various attitudes toward different people and environment and
some of them are as follow.

 Attitude Learnt Towards Customers

I had learnt both positive and negative attitude towards customers. Some customers
behaved so well and behavior of some customers was not so good. Sometime, it was
difficult for me to handle all customers at a time and they had to wait for a minute.

 Attitude Learnt Towards Supervisor

My attitude towards supervisors was positive. Supervisors used to visit my

department in the bank and help or advise me if I got any trouble while working.
Supervisors helped on making banking environment familiar to internee in their
internship period in NICA.

 Attitudes Learnt Towards Co-worker

As working as intern in the bank, I came to know that some co-workers were polite
and some were not. Most of the co-workers in the bank were helpful and co-operative,
they helped me in learning process and gave me an idea about how to perform various
activities which helped me to build positive attitude toward them. They encouraged
me to work in team and created good working environment in bank.

28
  Attitude Learnt Towards Working Environment

On my eight weeks of internship period, I was familiar towards the working

environment of NICA. I found working environment of the bank was good for all
internee and employees because of which I performed my work without any
disturbance. Working environment of bank was friendly, comfortable and satisfying
for internee and employees.

 Attitude Learnt Towards Overall Perception

Before starting intern I used to be uncomfortable and nervous while interacting with
anyone. But, during internship period I got an opportunity to deal with different
customers and agents which helped me to build my confidence level. I was introduced
as a team member and was assigned various activities that had to be performed in a
team, which helped me to increase my team work skill while working at NICA. So,
my attitude towards overall perception of the bank was positive.

3.3 Feedback to the Bank

During the internship period, it was discovered that the bank has been performing its
functions very effectively through the coordination and efforts of the bank employees
and the administration. NICA also accepts deposits and lending loans, which seemed
to be passiveness of the bank. But now the bank has analyzed the current growing
scenario of the banking scope and thus increased its pace of banking transactions and
strategies. The financial position of NICA is concluded to be in strong position. The
bank has provided loan on unproductive sectors for short, medium, and long term.
Besides these, NICA seems to be not satisfying its customer needs properly.
Customers are unsatisfied due to its slow working procedures and low interest rates
on its products and services. Still the bank needs to review the management and adopt
the better technologies. The working method is too slow. Every transaction is posted
manually into register and then into computer, which makes work lengthy and
complicated too. More training must be provided to the staff in short interval of time
so that they become familiar with the new modern technology. Moreover, staffs are
not familiarized with the lasted skills and technologies. Traditional procedures are still
29
adopted, which certainly delays service delivery and leads to customer dissatisfaction.
This must be stopped by upgrading the technology used in the bank and its branches.
However, there are few things to be checked upon, within the bank and they are as
follows.

 Photocopy machines should be in a condition and it should be quite enough to

facilitate all the staffs.
 It should reduce the over-employed staff so as to reduce cost and bring
efficiency in the job.
 The organization should improve its departmental overload which is now for
few staff only.
 The operations should be systematized in proper flow of the work.
 The bank should provide adequate resource plan and policies for career
development, reward, and facilities on the basis of performance.
 The bank should initiate the systematic record –keeping. The scientific system
should be used while filing. The indexing should be encouraged.
NICA should increase the number of ATM machines both within and outside the
valley so as to attract more customer towards the bank.

3.4 Feedback to the College/University

The internship program is to be conducted by the students as per the requirement of

the university. It is also a responsibility of the college to provide good and practical
opportunities to the students to impart the real world situations. The experience from
the workplace can help internee to gain necessary skills and knowledge that can
improve their career. Therefore, here are some proposals for the college/university.
 The time period for the intern should be extend more so that they can develop
their skill, knowledge and the job experienced and also can learn the
organizational culture.
 Regular monitoring should be done by the supervisor regarding the
involvement of the students.
 University should do negotiation with some big industrial houses, and
financial institutions so that there won’t be any hurdles for students while
searching internship.
30
  The college should conduct different types of educational programs and invite
the organizations so that they will be aware about the talent of the students.
 The internship program would be effective if it was in the eighth semester. It
would be easier for the student to join the organization if an offer will be
made.
In spite of all I would like to thank to Pokhara University and Apollo International
College, for giving such mind blowing course structure, extremely ace designating
teachers, and better environment and giving such passage level position undertakings
to get the learning of organization under studies.

31
 BIBLIOGRHY

Reports
Annual reports of NIC ASIA Bank Limited (2074/75-2078/77 B.S)

Brochures of NIC ASIA Bank Limited

Books
Kandel, M. (2070). Investment Management. Kathmandu: Januka Publication.

Shrestha, M.K. (2008). Financial Markets & Institution. Kathmandu: Asmita Books
Publishers and Distributors.

Shrestha, M.K. & Bhandari, Dipak B. (2009). Financial Institutions and Markets.
Kathmandu: Asmita Books Publishers and Distributors.

Websites
https://www.nicasiabank.com

www.google.com

www.wikipedia.com

ix
APPENDICES

Appendix -1 

All Branches of NIC ASIA Bank Limited

xi
(Source: https://www.nicasiabank.com)

xii
Financial Report of NIC ASIA

(Source: https://www.nicasiabank.com)

xiii