AN INTERNSHIP PRESENTATION

ON

CUSTOMER SERVICE, CREDIT

DEPARTMENT OF EVEREST BANK
LIMITED
Presented by: Saru Shrestha
Registration No: 034-2-2-00665-2010
 OUTLINES

Introduction of the Organization

Objectives of the Internship
Activities Done/Problems Solved
 Lesson Learnt
References
 INTRODUCTION OF THE
ORGANIZATION
EVEREST BANK LIMITED
Fully government owned, largest commercial bank of
Nepal
Established in 19943
Working for the economic upliftment of the poor and
women through various targeted projects
 MISSION, VISION
To provide innovative banking products and services
to the customers
Contributing for the benefit of the local communities
supporting entrepreneurship, social responsibility and
economic prosperity
To provide innovative banking services to everyone,
every time and everywhere
 OBJECTIVES OF EBL
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
 PRODUCT AND SERVICES
Deposits
Current Deposits
Saving Deposits
Fixed Deposits
Remittance
Loans
Locker Services
OTHER SERVICES
Electronic Banking
Any Branch Banking System
EBL Remit Online
EBL ATM/Debit Card Services
Mobile Banking
 OBJECTIVES OF THE
INTERNSHIP
To fulfill the partial requirements of BBA program
To face the real working environment
To learn about the real task performed in the
Customer Service, Credit department
To learn about the cash deposits and withdrawals
To learn about the safe deposit lockers
 CUSTOMER SERVICE
DEPARTMENT
Front Desk of every organization
Deals directly with the customers and make early
impressions with them
Positive attitude of the CSD staff represents the ability
of the bank and its profitability
Image and reputation of the bank depends on the
functioning of this department
 ACTIVITIES DONE IN CSD
Customer Counselling
Account Opening
Account Closing
Distribution Activities
Record Keeping
Handling Customers
Stop Cheque
Internet Banking , Mobile Banking
WORK FLOW CHART OF CSD
Customer meets bank agents
to the front desk with some
START queries and complaints or to
open a bank account, issue
check book, ATM cards,
register mobile banking, etc.
Bank officer provides
the information to the
customer including
additional background
information and
materials required

Send to No
other If Bank officer tries to
concerned solve the customer
customer
department problems and
to solve the satisfies, provide them
problem Yes facility

Problem
solved
 LOCKER DEPARTMENT
Keeps the valuable deposits safely
Keeps the record of locker holders
Do the activities like maintains the record of lockers
customer, deduct annual charges, opening the locker
accounts, opening lockers and so on
WORK FLOW CHART OF
OPENING LOCKER

Customers Fills the

Start comes to open voucher to
the locker open the locker

Goes to Enter the

Staff verifies
locker to open register to
the signature
the locker verify the
sign
 PROBLEMS/SOLUTIONS
Dealing with the customers of different natures
Dealing with the customer who forget to bring the
check
Dealing with the customer who lost the ATM card and
ATM related problem
Dealing with the customer who lost the check book
Dealing with uneducated people
LESSON LEARNT
Working in the bank has helped to develop a learning habit
to a great extent
Improved communication skills which helped to
communicate effectively
Developed inter-personal skill which will enhance
interaction ability.
Dealing with various types of customers has improved mass
facing ability
Having taken the responsibility has helped and given the
time has increased the time management ability.
Handling the work pressure was one of the important
attitudes developed while working in the bank.
Continued…
Being a partial employee, punctuality was one of the
attitudes developed while working in the bank.
During the work period of two months in the bank, it
has helped to work in team work and coordinate with
other employees.
Became more socialize while dealing and interacting
with many people.
Boosted confidence level to communicate and co-
ordinate with strangers which was lacking before
working in this organization.
 REFERENCES
www.EBL.org.np
www.wikipedia.com