Escolar Documentos
Profissional Documentos
Cultura Documentos
LIMITED
An Internship Report
Submitted To:
Submitted By:
Mohit Rijal
Nepal Commerce Campus
Exam Roll No.: 8633/11
T.U. Registration No.: 7-2-0025-0953-2011
Submitted by:
Mohit Rijal
Entitled
has been prepared as approved by this campus. This Internship Report is forwarded for
examination.
--------------------------------------
I hereby declare that the internship report entitled “General Banking Services of Everest
Bank Limited” submitted to Nepal commerce campus, Faculty of Management,
Tribhuvan University is my original work done for the partial fulfillment of the
requirement of Bachelor in Business Administration (BBA). This report is my own
original work and I undertake the full responsibility.
Mohit Rijal
ACKNOWLEDGEMENTS
This internship report entitled “General Banking System of Everest Bank Limited’ is
prepared for the partial fulfillment of the requirement for the degree of Bachelor in
Business Administration (BBA) course in Nepal Commerce Campus (NCC) operating
under affiliation of Tribhuwan University (TU). I would thus like to thank TU and NCC
for providing me with an opportunity to be involved in the internship programme which
gave me the real time exposure to the work environment and bridge the gap between
theoretical learning and practical understanding to some extent.
A number of people have contributed to the completion of this report. mI would like to
thank Prof. Puskar Kumar Sharma, the programme Director of BBA at NCC and MR.
Krishna Thapa Deputy Director of BBA at NCC.. I would also like to thank Mrs. Kalpana
Pandey, the branch manager of Everest Bank Limited, Lagankhel for granting me the
permission to work in the organization. I express my sincere thanks to Mr. Ashish
Shrestha, my officer incharge during the internship. I would like to show my immense
gratitude to Ms. Asmita Basnet at Customer Service Department, Ms. Farida Manandhar,
Mr. Biswo Thapa and Mr. Rakesh Tandular at Cash and Remittance Department, Mrs.
Prity Baniya and Mrs. Sajana at Credit and Marketing Department and Mr. Jay Thapa at
Clearing Department and other stffs of Lagankhel branch for their cooperation and
guidance throughout my internship period.
Most of all, my thanks to Mr. Sudip Pandey, my instructor, for his guidance throughout
the preparation of this report. At last, I am grateful to all those people who have helped
me directly and indirectly during the internship period and in the preparation of this
report.
Thanking You
Mohit Rijal
TABLE OF CONTENTS
CHAPTER ONE
INTRODUCTION ......................................................Error! Bookmark not defined.5
1.1Background of Study ....................................................Error! Bookmark not defined.
1.2Objectives of Study ........................................................................................................ 2
1.3Methodology of Study ................................................2Error! Bookmark not defined.
1.3.1 Organization Selection ....................................................................................... 3
1.3.2 Placement............................................................................................................ 3
1.3.3 Duration of Internship ........................................................................................ 3
1.3.4 Activities Done ................................................................................................... 4
Section 1.4 Limitations of Study ........................................................................................ 4
CHAPTER TWO
INTRODUCTION OF THE BANKING INDUSTRY ................................... 6-10
2.1 Meaning of Banking ..................................................................................................... 6
2.2 Evolution of Banking .................................................................................................... 6
2.3 History of Banking in Nepal ......................................................................................... 7
2.4 Current Situation of Banking in Nepal ......................................................................... 8
2.5 Opportunities and Challenges Faced by Banking Industry......................................... 10
CHAPTER THREE
INTRODUCTION TO EVEREST BANK LIMITED .................................. 11-18
3.1 History of Everest Bank Limited ................................................................................ 11
Present Situation of the Bank ............................................................................................ 12
3.3 Technology Used by the Bank .................................................................................... 13
3.4 Institutional Thrust .......................................................Error! Bookmark not defined.
3.4.1 Vision ............................................................................................................... 13
3.4.2 Mission ............................................................................................................. 13
3.4.3 Objectives ......................................................................................................... 13
3.4.4 Future Plans and Strategies............................................................................... 14
3.4.5 Awards .............................................................................................................. 14
3.5 Products/ Services offered by the Bank ................................................................. 14-18
3.5.1 Services Offered at Customer Service Department .......................................... 14
3.5.2 Services offered at Cash and Remittance Department ..................................... 16
3.5.3 Services Offered at Clearing Department ......................................................... 17
3.5.4 Services offered at Credit & Marketing Department........................................ 18
3.6 Opportunities and Challenges to the Bank.................................................................. 18
CHAPTER FOUR
ANALYSIS OF ACTIVITIES DONE .............................................................. 19-26
4.1 Activities Performed in Customer Service Department......................................... 19-22
4.2 Activities Performed in Cash and Remittance Department ........................................ 22
4.3 Activities Performed in Clearing Department ............................................................ 22
4.4 Activities Performed in Credit & Marketing Department .......................................... 24
4.5 Problems Identified and Solved ............................................................................. 24-26
CHAPTER FIVE
CONCLUSION/ LESSONS LEARNT ...................Error! Bookmark not defined.
5.1 Summary………………… ......................................27Error! Bookmark not defined.
5.2 Lessons Learnt .........................................................27Error! Bookmark not defined.
Bibliography
Appendices
LIST OF TABLES
Internship is the part of BBA curriculum as prescribed by the TU. As part of the
academic requirement, students must undergo eight weeks of internship in an
organization. Although the course design is very much practical in all the semesters with
field work, report preparation, presentation etc., the last semester aims to provide the
student with real world experience as to how the work is done in the day-to-day life, what
are the issues the business firms need to address and many others. An internship is an
academic curriculum-based practical work experience in a particular field of study. It
provides students to participate in the real life organization setting outside the classroom
and also provides opportunities through interactions and observations in the organization.
I did my internship in Everest Bank Limited (EBL), Lagankhel Branch. An intern is
provided opportunity to diagnose how different department of bank operates. An intern
also got the opportunity to apply some of his theoretical knowledge in the vast practical
world. The report entitled “An internship report on Everest Bank” is the outline of my
experiences and observations of these eight weeks at the bank. Everest Bank Limited,
Lagankhel has different departments like credit and marketing department, remittance
department, customer service department, clearing department and cash department.
During the initial weeks, the intern got the opportunity to collect experiences about the
Customer Service Department (CSD) & clearing department. Customer service
department is there for the convenience of customers. CSD basically, works as a bridge
between customers and other functions of the organization. Clearing department is there
to collect cheques of other banks of its customers. Bank as a drawer credits the account of
the customer if essentials for clearing are met. Credit department is there to transfer the
fund from savers to the users. It assists different institutions and individuals with its tools
and instruments of granting credit, which are formed of deposits and other sources. Cash
department disburses and collects cash to and from the customers. Remittance department
collects and disburses remittance amount of its customers, it also disburses amount of
those other than bank account holders if sent to ‘Everest Remit’.
Methodology is the description of the procedure followed while collecting the necessary
data and information needed for research work and report preparation. Various data were
collected by interaction with the staffs and the operational knowledge gained is the major
source of primary data for this study. Besides, the website of the bank, previous
internship reports and the bank’s annual report are the sources of secondary data.
1.3.2 Placement
During the two months of internship period the intern was placed in altogether four
different departments. They are Customer Service Department, Remittance & Cash
Department, Credit and Marketing Department &Cheque Clearing Department.
,
1.3.3 Duration of Internship
Internship gives an outline or frame of the activities performed in the organization and
teaches student how-to manage all the activities effectively and efficiently for the
prosperity of the organization. The intern was allowed to work for 2 month in different
department of EBL, Lagakhel Branch.
Dealing with customers, handling their queries and explain about their interest products,
providing different types forms to customers, opening and closing of accounts,
preparation and issuance of cheque book, bank statement sct and others.
1. Inadequate Information
Staffs are not supposed to provide adequate information to intern. Information access was
limited. Only superficial information is supposed to be provided which are not sufficient
to know the bank deeply.
2. Time Period
The limitation of time to eight weeks is not sufficient enough to go through the in-depth
study of each and every department. Intern is not allowed to learn the overall banking
system.
CHAPTER: TWO
INTRODUCTION OF THE BANKING INDUSTRY
Bank is a financial institution which deals with the monetary transactions. The major
function of the bank is to accept deposits and provide loans. The bank attracts deposits
from various investors by providing certain rate of interest, and investing the
accumulated funds as loans to others who are in need of fund by charging slightly higher
rate of interest than they provide to the depositors. Bank acts as an intermediary who
bridges the gap between the savers of fund and the users of fund.
According to Nepal Rastra Bank Act (2002) “Banking means accepting deposits for the
purpose of lending or investment of deposits of money from the public, repayable on
demand or otherwise and withdraws by cheque draft order otherwise.”
A bank generates a profit from the difference between the level of interest it pays for
deposits and other sources of funds, and the level of interest it charges in its lending
activities. This difference is referred to as the spread between the cost of funds and the
loan interest rate.
The early banking however is closely associated with the business of money changing;
the origin of the banking in the modern sense was started from Italy. The term “bank” is
derived from the Latin word ‘bancus’ Italian word “Banko” meaning the portable
benches or counters over which the money changer comes in, French word ‘banque’
which means a ‘brench’ and a German word ‘bank’ which means Joint Stock Company .
In most simple form, banking is as old as authentic history. The early bankers, the Jews
in Lombardy, transacted third business at benches in the marketplace. When they were
unable to meet their liabilities, the depositors used to break their benches and the term
bankrupted was derived (Thapa, & Neupane, 2013).
The bank of Venice, established in 1157 AD. is supposed to be the ancient bank.
Originally, it was not a bank in real sense being simply an office for the transfer of the
public debt. Subsequently, bank of Barcelona (1401 AD) and Bank of Geneva (1407 AD)
were established. The ‘Bank of England’, first English bank, was established in 1694 AD.
The bank of Hindustan established in 1770 AD is regarded as the first bank in India. The
modern Banking system is leading the world countries in the 19th century. Therefore, this
trend of banking slowly began to increase and spread initially all over the world. Finally,
Nepal Bank Limited was in 1937 AD as the first bank in Nepal (Thapa, & Neupane,
2013).
The history of bank development is not long in Nepal. Goldsmiths, merchants and
moneylenders like in other countries were the ancient bankers of Nepal. The concept of
modern banking system is very new to the himalayan kingdom. However, when the
history is traced, it can be found that the existence of banking practices started in the
eighth century. According to Nepalese history, in 1723 BS Gunakama Dev, the king of
Kathmandu had borrowed money to rebuild and rule Kathmandu. The banking history in
Nepal is relatively new even though the numbers of banks can be found operating in
Nepal. The establishment of ‘Kausi Tosha Khana’ during the regime of Great Prithivi
Narayan Shah and ‘Tejarath Adda’ during the Prime ministership of Ranoddip Shah
around 1877-1933 BS were the banking agency of those times and can be regarded as the
initial step toward the origin and the establishment of banking sectors in Nepal. However,
with the establishment of Nepal Bank Limited in 1937 AD the banking system came into
Nepal. Thus, Nepal Bank Limited is considered as the first commercial bank of Nepal
(Thapa, & Neupane, 2013).
After the establishment of Nepal Bank Limited, later on the Nepal Rastra Bank, Central
Bank of Nepal was established in 1956 AD. In order to make the banking system more
systematic and organized, many Acts and Laws were made. Subsequently Rastrya
Banijaya Bank with 100% government ownership was established on 10 th Magh 2022
BS. Similarly, under the Agriculture Development Bank Act 2014 BS. Agricultural
Development Bank was established on 7th Magh 2024 BS (Thapa, & Neupane, 2013).
Later on Government become liberal and flexible, and amended many of its Acts and
Rules. A number of joint venture banks with the foreign investments started to come and
operate in Nepal. Consequently, Nepal Arab Bank (presently Nabil Bank) was
Established in 1984 AD. Similarly, Nepal Indosuez Bank was established as a joint
venture between Nepal and France in 1984 AD, Nepal Gindlays Bank (presently known
as Standard Chartered Bank) was established in 1987 AD as the country followed
economic liberalization; there was massive entrance of foreign banks in Nepal.
Himalayan Bank Limited as a joint venture with Habib Bank Limited of Pakistan was
established in 1993 AD. Likewise, Nepal SBI Bank as a joint venture with State Bank of
India was established in 1993 AD (Thapa, & Neupane, 2013).
Nepal Bangladesh Bank as a joint venture with international finance and commercial
Bank of Bangladesh was established in 1994 AD. Similarly, Everest Bank Limited was
established as the joint venture with Punjab National Bank in 1994 AD is the examples of
the expansion of the banking industry in Nepal. And by 2010 AD Nepal has opened its
doors for the foreign banks to operate in full ownership (Thapa, & Neupane, 2013).
Presently, there are 30 Commercial Banks that are operating in Nepal that has been
clearly shown in Appendix- I.
Currently the banking sector is evolving to be very competitive and challenging. The
fastest growing and emerging industrial sector today is not other than banking. It is
flourishing and upgrading day by day. Talking about its life cycle it is at its saturation
point. Banks are using various new technological advancements to provide timely, fastest
and economical services to the customers.
Banks with the collaboration of other financial institutions, IT’s and other organization
are always trying to attract the customers. The different ages of banking sector clarifies
the improving current scenario of banking. It can be summarized as in following points:
Shift from traditional book keeping system to computerized system for keeping
records.
Use of various financial tools and software like NEWTON, PUMORI, FINACLE
for record keeping and networking.
Emergence of Management Information System (MIS) in banks for database,
financial analysis, research etc
Use of electronic tools for banking like ATM cards, Credit cards, Any Branch
Banking System (ABBS), web remit, Swifts, e-banking, mobile banking etc.
Shift to real estate investment, housing and other various schemes. But with the
tightened policy of central bank, it is slowed down.
Opportunities and challenges are the uncontrollable factors that affect the
functioning of the bank. The bank must be able to scrutinize these external forces
and respond accordingly. The opportunities for a bank can be suitable law and
banking rules and regulations provided by the government, increasing remittance from
and within the countries, improving banking habits of the citizens, introduction of
innovations and technology into banking industry etc. Customers nowadays are becoming
financially aware and they are conscious about the ways that can help them mobilize their
savings. This provides a great opportunity for the bank to gain access to more customers,
thus increasing their area of operation.
Challenges for banking industry arise from domestic conflict, lack of skilled and
competent human resources, rivalry among existing banks, threat of new entrants and
substitutes, etc. which may adversely affect the operation of the bank. Banks must try to
critically analyze these challenges and prepare itself to convert its effect into positive
result as far as possible.
Furthermore, globalization may offer both opportunities and threats to commercial banks.
Due to globalization, Nepalese banks may have to compete at international level.
Nevertheless, the banks can reap the benefits from technology transfer, accessibility to
global market etc arising out of globalization. Similarly, recent trend of mergers and
acquisition may pose threats as well as opportunities to Nepalese commercial banks.
CHAPTER THREE
INTRODUCTION TO EVEREST BANK LIMITED
Everest Bank Limited (EBL) was registered in November 17, 1992 and came into
operation in October 1994 with a view and objective of extending professionalized and
efficient banking services to various segments of the society. The bank had an initial paid
up capital of Rs 3 crores. Today the bank has grown to become one of the leading banks
in Nepal. The bank is providing customer friendly services through a network of 53
branches across the nation. EBL is joint venture bank with Punjab National Bank (PNB),
India in 1997 and turned into a highly profitable bank. PNB provides top management
support under the technical service agreement (Everest Bank, 2015).
EBL is one of the first banks to introduce Any Branch Banking System (ABBS) in Nepal.
EBL has introduced “Bank of Wheel” system, whereby the bank is installed in a vehicle
and moves around to various places to serve the segment deprived of proper banking
facilities. EBL is the bank having representative office in foreign soil. The office
facilitates remittance and Nepalese working in India can even open accounts through the
office. EBL has strived to establish itself as a strong brand that creates an image of local
bank that is easy to access and reliable. The bank has been conferred with “Bank of the
Year 2006, Nepal” (Everest Bank, 2015) by the banker, a publication of financial times,
London. The bank was bestowed with the “NICCI Excellence award” by Nepal India
Chamber of Commerce for its spectacular performance under finance sector.
EBL in association with Smart Choice Technology (SCT) and VISA is providing ATM
service. ATM sharing arrangement with PNB has facilitated usage of EBL debit card at
more than 1000 PNB ATM outlets across the India at a nominal rate.
3.2 Present Situation of the Bank
Catering to more than 6.5 lacs customer today, EBL has been one of the leading banks of
the country and has been catering its services to various segments of the society. EBL
provides customer friendly services through its wide network connected through ABBS
system, which enables customers for operational transactions from any branches. The
bank has 53 branches, 74 ATM counters, 5 extension counters and 22 revenue collection
across the country making it a very efficient and accessible bank for its customers
anytime, anywhere. There are eight members in board of directors (four members from
owners, two members from PNB and two members from public shareholders) and five
members in management team of the bank. Details of of board members and management
team are shown in Appendix- II. Currently EBL employees 696 people around the nation
to serve its customer (Everest Bank, 2015). Currently EBL has Rs 2000000000 of
authorized capital, Rs 1921239051 of issued capital and Rs 1921239051 of paid up
capital which has been shown in Appendix- III.
As per the bank’s late published annual report (2070/71) EBL has been able to increase
its deposits by Rs 438.76 and Rs 425.25 in loans and advances. Bank has been able to
increase its net profit after tax by Rs 7.86crore. Bank has a closing cash balance of Rs
131.73crore.
Furthermore, the present condition of EBL can be portrayed from the table below.
Table 3.1 Present Situation of EBL
SN Particulars Previous year in Rs. This year in Rs. (2070/71)
(2069/70)
The banking software currently in use is Finacle and has been efficiently uses in the
branch offices. This software is the most commonly used software by Nepalese banks.
Society for Worldwide Inter Bank Financial Telecommunication (SWIFT) is the other
mode of technology to make the remittance services that has been used by this bank. The
bank also offers the Any Branch Banking System (ABBS) in all the branches. The bank
is providing the Debit card facilities under Smart Choice Technology (SCT) network.
This facility enables the customers to withdraw cash from any ATM terminals located at
different parts of the country. It also facilitates the SMS, Mobile, utility bill payment and
I-banking which enables the customers to know the transaction details sitting in their
homes.
3.4.1 Vision
To position it as a progressive and customer friendly bank providing financial
other related services.
To cater to various segments of society using advanced technology.
To be committed to excellence in corporate values
3.4.2 Mission
To provide excellent professional services and improve its position as a leader in
the field of financial related services.
To build & maintain a team of motivated and committed workforce with high
work ethos.
To use the latest technology aimed at customer satisfaction & act an effective
catalyst for socio economic developments.
3.4.3 Objectives
To become a leading bank by providing quality product and services.
To ensure and provide attractive return to the shareholders.
To provide higher expected returns on their investment.
To bridge the gap between savers and users of the fund effectively and efficiently.
3.4.5 Awards
The Everest bank has been awarded by following awards:
The bank has been conferred with “Bank of the year 2006, Nepal” by the banker
publication of Financial Times, London.
The bank was bestowed with the “NICCI Excellence Award” by Nepal India chamber of
commerce for its spectacular performance under finance sector.
Everest Bank Limited provides a wide range of remittance services to its customers.
Some of which are listed as below.
3.5.1 Services Offered at Customer Service Department
Below is the list of services offered at Customer Service Department.
1. Deposits
a) Current Deposit
It is non-interest bearing account which is opened purely for business purpose. Any
individual, profit or non-profit organization can open current account in Nepalese Rupee
or in different convertible foreign currencies.
Deposits or withdraw any amount after meeting the minimum balance as set by
the bank.
Not only for saving but also for convenience.
b) Call Deposit
In call account individual can park your excess fund for short period. Interest rate is
based upon volume, tenure, nature of transactions etc.
c) Saving Deposit
These accounts are designed to help individuals saving habit to meet the future
requirement. This is interest bearing account which remains liquid and safe. Individual
can plan and save their earned money for the future financial needs.
Easy to operate EBL savings account allows having instant access to your saving
from any branch or SCT networks of EBL.
Personalized cheques with name printed on cash cheque leaf for enhanced
security.
d) Fixed Deposit
A fixed time deposit is the deposit of funds in a depository institution for a specific
period. This is fixed interest bearing deposit. Generally higher interest is paid for the
deposit of longer-term and vice-versa. There are two types of fixed deposit accounts and
they are cumulative and non- cumulative fixed deposit accounts.
EBL provides varieties of deposit schemes which are shown in Appendix- IV
2. Debit Card
EBL Debit Card is key to ultimate convenience regarding day to day monetary
transactions providing customers the power of real cash in form of card. Associated with
the Smart Card Technology (SCT), it facilitates wide sharing of ATMs under SCT
network. Everest Bank Ltd (EBL), a joint venture partner of Punjab National Bank (PNB)
is always committed towards excellent services for the people who believe in quality
banking. Introduction of EBL Debit card is a step in the same direction.
3. Other Facilities
Other facilities include SMS banking and e-banking services, handling customer queries,
merchant banking activities like underwriting of locker facility, standing instructions,
consulting services etc.
1. Demand Draft
Demand draft is a cheque drawn by a bank on its own branches or on its correspondence
bank’s branches. At EBL, customers can easily remit funds to beneficiaries outside Nepal
through demand drafts. Customers can use drafts of PNB for remitting in Indian Rupees
to almost every corner of India.
3. Everest Remit and Moneygram Exchange are one of the most accepted methods of
remitting funds by Nepalese working outside the country. EBL has its own remit i.e
Everest Remit. At EBL all customers, a/c holders or none can receive funds remitted by
their relatives and friends from different part of the world within the minutes without any
hassle. Its customers can easily remit amount to India up IRS 10000 per day.
1. Recipient of Cheques
Cheques of other institutions are received along with the deposit slips of EBL, with the
name and account number written in the cheque.
Opportunities and challenges are uncontrollable factors that affect the functioning of the
bank. The bank must be able to scrutinize these external forces and respond accordingly.
EBL being the pioneer bank, its main opportunity is the customer trust which has helped
the bank to increase its market share. Many large business organizations make their
through this bank. The presence of the branches throughout the country is also one of its
opportunities. EBL has its great opportunity of expanding its market share because of it
joint venture with PNB, India.
The existence of other competitive financial institutions has been the biggest threat to this
bank. The market share have been divided, it’s like a shared cake. Another challenge is
the technical update. Further the training and development of the employee is also the
challenge if any employee is transferred to another branch then in order to perform his/
her job the right person in prior should be prepared and well trained so that the work
would not be halted
CHAPTER FOUR
ANALYSIS OF ACTIVITIES DONE
As intern is placed in different departments, various activities are performed related with
customer service, clearing, credit and remittance department. As an intern assigned to
different departments, various activities are performed. The activities performed can be
explained as follows:
Customer Service department is a primary level department that generally deals with
customers directly and regularly. Activities done by intern at CSD are as follows.
During account opening time intern asks customer whether customer need other services
offered by bank like the ATM Card service, internet banking service, SMS banking
service etc and if customer is interested to get those services then customers are asked to
fill up respective forms to get those services.
Customers do not open account only; sometimes they close the existing account. Intern
provides account closing form to the customer, and then helps them to fill up the form.
After the form is filled completely, intern asks customer to return remaining cheques and
ATM. Intern forwards account closing form to CSD head.
2. Statement Printing
Any customer who wants to have bank account statement print is requested to fill up
bank account statement request form and submit it, then intern verifies account number,
account name, account holder’s signature and then provides respective bank account
statement print to respective customer.
6. Chequebook Issue
When account holder used the entire cheque leaves bank issue cheque book to the
customer. When customer fill up the cheque requisition slip that is attach along with
cheque book. Cheque books are usually made in a day and are arranged in a
chronological order. In the course of this activity intern prepares chequebook,
acknowledgement letter, register the customer information and others.
8. Signature Change
If any customer is willing to change customer signature for any genuine reason, a form
called” SPECIMEN SIGNATURE CARD” is given to fill it, CSD staff will verify the
form along with the documents, before that inter reviews the document.
Besides customer service department, activities are done in remittance department during
the internship period in EBL. Everest remit, Demand Drafts, Telegraphic Transfers etc.
are the major modes used for remittance business by EBL. Intern helped the customers to
fill the remittance slip, checked the necessary details to be filled up and also assisted the
staff in the department to photocopy the necessary documents. Intern stamped and
stitched the necessary documents. Intern counted the cash of remittance and disbursed the
amount after the verification of transaction by the staff. Intern inquires different people
about the exchange rate of different dates and communicated to people about the
availability of different currencies at the branch.
Intern observes and does some of the activities of credit and marketing department.
During intern’s tenure at credit department intern helps the credit department staffs to
search the loan clients files, prepares necessary documents that is necessary to get loan at
EBL. Intern enquires about different loan schemes to the clients. Intern calculated the
installment amount of some clients and instructs them about the process of repayment of
loan. Intern makes photocopy of necessary loan documents. Intern assisted the clients in
opening flexi account that is necessary to obtain loans. Intern prepares the document of
institutional loan clients. Intern handles the telephone at credit department and forwarded
it to respective staffs.
During internship program, although Everest bank is able to meet the changing need of
customers. In spite, of that some problems have been analyzed and best suitable measures
have been taken to minimize the problem and solved them while working at EBL.
Following are some of the problems faced during internship:
1. Communication Problem
2. Grievances Handling
3. Unsystematic Handling of Things
4. Hesitations of Customers
5. Work load Problem
The above mentioned problems have been analyzed during internship program. So to
handle these problems following steps have been taken for each problem.
1. Communication Problem:
Most of customers are locals with minimum education qualification. They don’t have
proper knowledge regarding the terminologies used in different forms, vouchers etc. as
forms are printed in english language.
To solve this problem as an intern they were clearly made understood about the
terminologies used by translating in simple and understandable language, which help
them to fill up the form correctly and within short period of time.
2. Grievances Handling
It is most important problem among the problems. If it is not handled properly, it directly
affects the banks image; as a result customers are dissatisfied. They will stop transacting
with the particular bank and switch to other bank which are eagerly waiting to provide
them service.
To solve this problem customer service department can play the important role, as this
department is mainly in interaction with their customers. So, as a staff at CSD intern
interacts with customers by being keenly interested in listening their grievances properly
and try to solve them. If the problem is critical then it should be forwarded to CSD head
for solution.
4. Hesitations of Customers
It is one of the problems faced by most of the bank nowadays. It is difficult to identify
since it is related with psychology aspects of customers (customer’s behaviors). Some
customers hesitate to convey their problem to the related staff. For e.g. sometimes if
customer do not know how to feel up the forms or even if they have to ask a piece of a
simple information, they prefer not to inquire about it. The bank cannot read the mind of
each and every customer who visited the bank.
To solve this problem taking initiation to ask customers regarding their problem
frequently and create the customers friendly environment so that they will feel at ease and
themselves convey their problem.
5.1 Summary
The internchip period at EBL was a successful one, intern learned about general working
procedure of banks. Customer Service Department is called as front desk as customer
first contact in this department for their queries which is one of the most important
departments of any bank. The department is responsible for providing the surface level
assistance to the customers. Cash and Remittance Department is there to provide cash
related facilities to its customers. Similarly clearing department is another department
responsible for settling the interbank transaction. Credit Department is there to provide
credit facilities to customers. All these departments of EBL are working to make the
organization number one in the industry. Intern is there for two months period wherein
the internee learns about general banking activities of the bank.
All in all, Everest Bank’s CSD, cash and remittance department, clearing department and
credit department are good enough to lead the bank to the success. EBL is excellent in
terms of its services, despite with some pros and cons with the issue related to customer
satisfaction. It has an opportunity to increase its market shares serving large number of
customer
Apart from above mentioned points, internee learnt various interesting things which will
help in every step of success.
BIBLIOGRAPHY
Gautam, R. R., Gurung, R., Pokhrel, J., Kandel, R., & Sigdel, S. (2011). Foundation of
financial institutions and markets. Kathmandu: Ayam Publication Pvt. Ltd.
Saunders, A., & Cornett, M. M. (2007). Financial markets and institutions. New Delhi:
Tata McGraw Hill Education Private Limited.
Thapa, K., & Neupane, D.k. (2008). Banking & insurance. Kathmandu: Asmita Books
Publishers & Distributors (P) Ltd.
APPENDICES
Management Team
S.No. Members Position
1 Mr. A.K. Ahluwalia CEO
2 Mr. A.K. Bansal DY. General Manager
3 Mr. Rajesh Gautam DY. General Manager
4 Hum Nath Gurang DY. General Manager
5 Pramod Raj Sharma Company Secretary
Given the present scenario, the ALCO meeting held on 16/07/2015 decided to revise the
Interest Rates as under:
Above revision shall be applicable with effect from 20th July 2015
Appendix IV: Loan Schemes of EBL
EBL provides:
Home Loan
Home Equity Loan
Vehicle Loan
Education Loan
Flexi Loan
EBl Property Plus
Professional Loan Scheme
Loan against Mortgage
Loan against Shares