Internship presentation on customer

service department at
Agricultural Development bank limited
Presented by
Shushint Bista
7th semester
Roll no:19031023
AGRICULTURAL
DEVELOPMENT BANK,
MANGAL BAZAR, LALITPUR
Introduction on internship

 An internship is a work-related learning experience for individuals who wish

to develop hands on work experience in a certain occupational field.
 According to Calloway &Beckstead (1995), the internship experience expose
students to practical skills, improve their social relationships, motivate future
learning and enhances their social personality.
History of Bank

 The history of banking began when empires needed a way to pay for foreign
goods and services with something that could be exchanged easily.
 The word “Bank” is derived from the Italian word “Banco”, Latin word
“Bancus” and the French word “Banquet” which means bench on which the
bankers would keep money and its records.
 First ancient bank of the world : Bank of venice
 First modern Bank :Bank of England (1694)
History of bank in nepal

 27 commercial Banks,17 development banks, 17 finance companies ,67 micro

finances
 First commercial bank of Nepal:Nepal Bank Limited (1937AD)
 Central Bank of Nepal: (1956AD) Nepal Rastra Bank
Objectives

 To identify the procedures of opening new

account and closing existing account of
customers.
 To find out the various types problem arises
in operation of CSD in Agricultural
Development Bank Limited.
Sources of data collection
 Primary data: observation
 Secondary data: websites
https://www.adbl.gov.np .
Published report and documents
Organizational profile
 Established in the year 1968 under the Agricultural Development Bank Act
1967.
 Land Reform Savings Corporation merged with Agricultural Development Bank
Limited (ADBL) in 1973.
 Involved in commercial banking operations since 1984.
 Registered as public limited company in Companies Act, 2006.
 Licensed as A class financial institution by Nepal Rastra Bank from 2006.
Departments
 Customer service Department
 Human Resource Department
 Loan service Department
 Deposit operations
 Clearing Department
 Account budgeting department
 Trade and finance department
Organogram

 (CEO) Chief Executive Officer: Mr. Pratap Subedi

 Chief finance officer Mr. Prem Kumar Shrestha
 Chief service officer: Mr. Yagya Prakash Neupane
 Chief Human Resource officer: Mr. Dirgha Bahadur Aryal
 Chief credit officer: Mr. Babukaji Thapa
 ADBL, Mangalbazar branch manager: Mr. Bijaya Man
Shrestha
Major products and services

 Deposit: Interest rate on normal savings (7.73), fixed deposits (12.133)

 Loan facilities: home loan (8.95%) , Auto loan(9.45%) ,education loan(9.45)
upto 5years
 Internet banking
 ATM
 Locker facilities
 Mobile wallet service
 Letter of Credit (LC)
 Bank Guarantee
 Remittance
Swot analysis

Strengths
 Government Ownership
 High capital base ( 18 arba)
Weaknesses
 Overstaffing and understaffing in various branches
 Higher base rate in comparison to Nepal Bank limited
and Rastra Banijya Bank. ( 9.83, 9.47, 8.85)
Continued….

Opportunities
 Maintain and grow its lead a leading bank in
agriculture sector.
 Agriculture bond of 6 Arba.
Threats
 Chances of political influence
 Customer retention
Activities performed

Customer service department

 Customer counseling
 Statement printing and issuance
 Account opening
 Record keeping
 Balance checking
 Filings and indexing
 KYC update
Major findings
As per my objectives I identified various problems related to CSD.
 Problem related to ATM.
 Problem related to unmanaged filing systems
 Low authority with cash department
Method of account opening : account opening form
Photocopies of citizenship
Evaluation of form
Submitted for screening and entered into software
Continued

 Procedures to close accounts : form fill up of closing account with specific

reasons needed
Confirmation from various departments
Customer need to return all the belongingness (cheque books,ATM)
Manager’s approval needed to close account and to withdraw the cash from that
account.
Conclusion

 ADBL is excellent in term of their services.

 Clear knowledge on banking procedures
 Worked over the development of communication skill, analytical skill,
confidence and punctuality of mine.
Recommendation

For organization
 It would be systematic if they install the token system.
 There are less staffs in cashier, so more staffs must be employed.
 Employee training in regular basis.
 Effective manpower planning should be done.
 ATM location should be increased.
 Increase in advertisement of products and services.
References

 Calloway, D., &Beckstead, S.M. (1995). Reconceptualising internships in management education. Journal
on Management Education, 19, 326- 341.
 Chen, C.T., Hu, J.L., Wang, C.C., & Chen, C.F. (2011). A study of the effects of internship experiences on
the behavioral intentions of college students majoring in leisure management in Taiwan. Journal of
Hospitality, Leisure, Sport & Tourism Education, 10(2), 61-73.
 Davies, L. (1990). Experience based learning within the curriculum. A Synthesis Study. CNAA, Sheffield.
 Nepal Rastra Bank.(2074). Retrieved fromhttp://www.nrb.org.np
 Pauze, E.F., Johnson, W.A., & Miller, J. L. (1989). Internship strategy for hospitalitymanagement
programmes.
 Renganathan, S., Abdul Karim, Z.A., & Chong, S. L. (2012). Students’ perception ofindustrial internship
programme. Education + Training, 54 (2/3), 180-191.
 Beattie,A. (2021). Evolution of Banking Overtime. A journal from ancient to today’s digital world,21, 1-4
 https//: www.adbl.gov.np