Declaration

I, the undersigned state that this report, entitled is a consequence of my own study/research
carried out during the year 2015. It has not been previously submitted to any other university or any
other examination(s).

Signature:

____________________

Name: JanakOjha

BBA-BI (Batch)

PU Exam Roll No. 13450033

Ace Institute of Management

Acknowledgement

I express my gratitude to Ace Institute of Management, Pokhara University and the Human Resource
Manager Mrs. Sunita Manandher for the opportunity to be a part of Rastrya Banijya Bank as an intern.
The internship program was made for six to 1eight weeks, which included various tasks and learning that
verged to be meaningful towards my carrier in banking.

The internship program was carried as per the rules regulations mentioned by the manager of RBBL,
New Baneshwor Mr. Dibakar Basiatha and HRM RBBL. This wouldn’t be possible without the help of all
the employees of RBBL, Baneshwor branch who support me and trained me well.

Sincere thanks to Ace Institute of Management, and all those who supported me for there valuable time
and cooperation during the internship. Besides, that I got opportunities to build my skills and knowledge
and the training even give opportunities to improvise the knowledge that I have grasped about banking
sector.

I would like to thank all the staff of RBBL for their kind corporation and help during internship period. All
the employees of RBBL were highly supportive and motivating which made even easier to cope with the
working environment and to gain practical experience and learn lessons.

Thank You

Janak Ojha

Ace Institute of Management

ABBREVIATIONS

ABBS Any Branch Banking Services

ATM Automated Teller Machine

BBA-BI Bachelor in Business Administration -Banking and insurance

CSD Customer Service Department

ECC Electronic Check Clearing

EMI Equal Monthly Installment

FOM Faculty of Management

GON Government of Nepal

IT Information Technology

NGO Non Governmental Organization

NIC Nepal Industrial and Commercial

NRB Nepal Rastra Bank

RBBL Rastriya Banijya Bank Limited

SBI State Bank of India

SMS Short Message Service

SWIFT The Society for Worldwide Interbank Financial Telecommunication

TT Telegraphic Transfer
 Organization Profile
Established on January 23, 1966 (Magh 10, 2022 B.S.) under the RBBL Act, RBBL is fully Government-
owned and the largest commercial bank in Nepal. Now the bank is running under the bank and financial
institute act 2063. RBBL has been contributing to socio-economic development of the country for the
last four and half decades. The Bank has currently entered into 51 years of service. RBBL provides
various banking services to a wide range of customers which include elite to poor individuals,
institutional customers, and the customers from industry / business communities.

RBBL has Nepal's most extensive banking network with over 162 branches, 14 counters, 28 branchless
banking (BLB) and 80 ATMs. Through its widest branch and ABBS network, RBBL has been catering
modern banking services to millions of customers. The Bank was transformed in company in 2063 1-6
B.S.

RBBL has many correspondent arrangements with major international banks all over the world that
facilitate trade finance, bank-originated personal funds transfers and inter-bank fund transfer via SWIFT.
In a bid to promote remittance business, RBBL works with Western Union and International Money
Express, IME, RBB Remit, City express, CG money transfer, etc.

The bank has played crucial role for the development of financial sector i.e. bank, insurance companies
through its promoter’s role. As a second commercial bank of the country, the bank has been
contributing in the trade, industry and agricultural sector of the country. The bank has also contributed
in the hydropower sector. Health and Education sector are also benefitted through its disbursement.

The bank is also in the frontline towards fulfilling corporate social responsibility. The bank has
been working as a development partner by acting as a fund administrator of Poverty Alleviation
Fund (PAF). Similarly, the bank has been working as a chief administrator in the Educational
Assistance Project (run with the assistance of World Bank) aimed at assisting poor and diligent
students learning at higher secondary and bachelor level.

3.2 Vision, Mission and Objectives

3.2.1 Vision statement of RBBL
As stated, the vision of RBBL is “Developing RBBL as a model number one financial institution
of the country” via support of reliability that has been ensured to local customers till date.
3.2.2 Mission statement of RBBL
Being Government-owned bank, its mission is to “help in realizing National goals set by
Government by contributing towards Industrial and Commercial sector of the country and
contributing for the development of agriculture sector”. As far as concerned, its major mission is
to assist Government by catering needs of the Government-set-goals.

3.2.3 Objectives and activities of RBBL

 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.

3.3 Core Values and Ethical Principles

The core values and principles of RBBLL states that, their customers and the communities we serve, who
we really are; what we are about; and the principles by which we pledge to conduct business. In
essence, we believe that success can only be achieved by living our core values and principles:

 Customer Focus: The prime focus of RBBLL is to perfect their customer service.
They believe that customers are the first priority and driving force and wish to gain
customer confidence and be their trusted partner.
 Quality: RBBL believe a quality service experience is a paramount to customers and
are strongly committed in fulfilling this ideal.
 Honesty and Integrity: RBBLL ensure the highest level of integrity to our
customers, creating an ongoing relationship of trust and confidence. They treat
customers with honesty, fairness and respect.
 Belief in our people: RBBL recognize that employees are the most valuable asset as
our competitive strength. They respect the worth and dignity of individual employees
who devote their careers for the progress of the Bank.
 Teamwork: RBBL believe in team work and feel that loyal and motivated teams can
produce extraordinary results.
  Good Corporate Governance: Effective Corporate Governance procedures are
essential to achieve and maintain public trust and confidence in any company, more
so in a banking company. RBBL commits in following best practices resulting in
good corporate governance.

3.4 Products and Services Offered

As commercial banks, the major products and services are loans and deposits schemes. Besides them,
fund transfer, ATM services are also the major products and services of RBBL. The overall products and
services are classified as Deposits, Loans, Funds Transfer, and ATM which are described as below:

3.4.1 Deposits

RBBL, like other commercial banks, accepts deposits from general public or surplus unit of an economy.
They accept deposits in different headings and in different schemes. Interest is provided to the
depositors in conditional and negotiable. Brief summary of different types deposits schemes that RBBL
has at current are as follows:

A. Saving Account

Designed with many array of features, Savings account at RBBL not only ensures attractive returns to
your idle money but also makes your personal banking convenient and efficient. It provides attractive
interest rate affordable balance, unlimited withdrawals/deposits, withdrawal below minimum balance,
extended banking hours in KTM valley branches, free check book, ATM card etc.

B. Current Account

Rastriya Banijya Bank has a tailor made current account that rightly meets the customer’s needs in
today’s fast-paced business. A networked branch of Rastriya Banijya Bank gives one the power to
transfer funds in and across cities (where Rastriya Banijya Bank has its offices/branches) in a flash.

C. Fixed Deposit Account

Tenure ranging from seven days to over two years, Fixed/call deposit at Rastriya Banijya Bank allows you
to diversify your portfolio to best suit your investment plan. It has features like attractive interest rate,
wide options of tenure, convenient account opening, auto renewal possible, and loan facility up to 90%
of deposit amount and also provides free check book.

D. Others

RBBL has provided various account services with special nature to meet the needs of the particular
target group or customers. There are also some other deposit accounts like Call deposit, Mahalaxmi
Bachat Khata specially for women, Karmayogi Bachat Khata for men, Chunamuna Bachat Khata for
Children and Teacher’s Bachat Khata for the teachers. There are different provisions and offers
regarding these accounts.

3.4.2 Loans
RBBL provides variety of credits to the customer. Not only to the individual but also to the corporation,
RBBL provides credit to them. Different kinds of credit facility by RBBL are as:

A. Business Loan

The business loan provides finance to support or expand the existing business and also to start up the
new business. RBBL provides full range of banking solution to meet the financing needs. Business loan
can be further classified as Funded and Non- funded loan.

B. Retail Loan

RBBL provides the retail loan to meet the personal needs of the customers or individual. It includes
Housing loan, Vehicle loan, Apartment loan, Educational loan and many others.

C. Agricultural Loan

RBBL also provide the agricultural lending to its clients considering the due importance of developing
agricultural sector as it is a predominant contributors of Nepalese economy providing employment to
66% of active population and contributing 38% in GDP. This venture of RBBL is crucial in
commercialization of agriculture sector as Government of Nepal has been providing prime focus on
raising agriculture production through commercialization involving the grower farmers, processors,
traders/marketers and consumers in a commercially viable value chain. In this field it provides the loan
in areas like Agronomy, Horticulture, Livestock, and Floriculture etc.
3.4.3 RBBL ATM and Debit Card Service

RBBL is a visa associate member bank. Bank has launched Debit Card Service for all branches within
Kathmandu valley and the service has been extending to other branches out of Kathmandu valley. Bank
has launched issuance of Visa Electron Debit Card from all of its branches. RBBL has own 80 ATM outlets.
RBBL is issuing three category of Visa Debit Card:

 Visa Domestic: valid in Nepal and India only.

 Visa International: valid worldwide.
 Visa travel Quota: valid worldwide issued against Travelers’ check.

The functions offered by the ATMs are as:

 Fast cash
 Cash Withdrawal
 Enquiry (Balance Enquiry and Statement Enquiry)
 PIN change

Functions offered at the Member Bank and Visa ATM and POS are:-

 Fast Cash
 Balance Enquiry
 POS Purchase

3.4.4 SMS Banking and E-banking

RBBL has started SMS banking Service. It has made the bank balance at the finger tips. This service is
available from 162 branches, 22 branches located in Kathmandu valley and other 140 branches outside
Kathmandu valley. RBBL account holders are requested to register this service from the respective
branch offices. RBBL also provides E-banking that has made balance and statement enquiry possible
from homes. With just the click of the mouse the customers can track their account from anywhere in
the world. All branch offices from within and outside KTM valley are providing this service.
3.4.5 Any Branch Banking Service (ABBS)

RBBL has been providing Any Branch Banking Service from all the branches across the country. It
provides inter branch check payment, cash deposit, Balance Enquiry fund transfer and so on. ABBS
service charge is free within the Kathmandu valley and within the same district. However, for the cross
district (expect for within the Kathmandu valley) transaction, ABBS commission is free upto 100000
minimum charges of 0.05% will be charged above Rs 100,000.

3.4.6 Mobile Pay Services

RBBL is providing Mobile Banking financial service with its service powered by pay bill. The customer of
RBBL can pay utility bills, shop online, buy tickets, send gifts, pay bills and even transfer money
through the mobile phone. It is easy, simple and secure. The following services are available:

 Recharge pins purchase

 Bills payments
 Payments on retail outlets
 Online shopping
 Person to person fund transfer
 E-Sewa fund transfer

3.4.7 Branchless Banking

Branchless Banking (BLB) represents a significantly cheaper alternative to conventional branch-based

banking that allows financial institutions and other commercial actors to offer financial services outside
traditional bank premises by using delivery channels like retail agents, mobile phone etc. BLB can be
used to increase the access of financial services to the un-banked communities.
By the definition of the Consultative Group to Assist the Poor (CGAP), BLB comprises essentially all of
the following elements:

 Use of technology, such as payment cards to identify customers and record

transactions electronically
  Use of (exclusive or nonexclusive) third-party outlets, such as post offices and small
retailers, that act as agents for financial services providers and that enable customers
to perform functions that require their physical presence, such as cash handling and
customer due diligence for account opening
 Offer of at least basic cash deposit and withdrawal in addition to transactional or
payment services
 Backing of a government-recognized, deposit-taking institution, such as a formally
licensed bank
 Structuring of the above so that customers can use these banking services on a regular
basis (available during normal business hours) and without needing to go to bank
branches at all, if that’s what they choose.

3.4.8 Cash Deposit Machine Service (CDMS)

The services available are cash deposit and cash deposit to third party accounts. This CDM service is
available for the RBBL customers and anyone who wants to make a cash deposit or payment to a RBBL
accounts.

3.4.9 Student Financial Assistance Project (SFAF)

Student Financial Assistance Fund Development Board (SFAFDB) and Rastriya Banijya Bank
(RBBL) signed agreement for carrying out banking and consulting services for the
administration of student financial assistance trust fund on the 21st November, 2008. RBBL,
hence called as Administrator, signed agreement with sub-consultants DEVTEC Nepal Private
Limited and Research Inputs and Development Action (RIDA) for acquiring technical support
with regards to administrating the student.
The main objective of the task is to administer the student financial assistance program starting
from awareness rising, selection of students and disbursement of financial assistance through the
different branches of Rastriya Banijya Bank.
The program will be implemented throughout the country covering all community secondary and
higher secondary schools. The financial support will be provided to students studying in higher
secondary and higher education level after conducting Proxy Means Testing (PMT) of students
studying in grade 10 and 12. The program is expected to benefit altogether 7,800 students.
3.4.10 Trade Finance

Through the wide spread and strong network of correspondent banking relationships, RBBL is capable to
offer various products related to international trade suitable to the needs of customer. Some of the
major products and services in this regard are as follows.
Features

 Letters of Credit (local, import and export)

 Various types of Bonds/Guarantees (including counter guarantees)
 Collections (Clean and documentary)
 Short-term Trade Finance (import, export and bills)

3.4.11 Remittance

Remittance Department deals with either the transfer of money from one bank to other bank or from
one branch to another branch for their customers. Activities performed in this department are: receiving
and sending the faxes in the other branches, remitting money to different branches using RBBL remit,
receiving amounts remitted from different branches, verifying the accounts where money had been sent
and transferringthe amount to respective account, and authenticating the beneficiary and making cash
payment to them.

3.5 Organization Structure of RBBL

The head office of the bank is located at Singhadurbar Plaza, Kathmandu. The Board of
Directors is responsible for policy making & guidance to the management. The government
nominates all board members including the Chairman. The executive power is vested in the
Chief Executive Officer (CEO). The Bank has 15 departments in its head office and 5 regional
offices across the five development regions of Nepal.
RBBL has the largest branch network in Nepal, covering 62 branches in the mountainous region,
78 in Terai region, and 22 in the Kathmandu Valley. The Branch Operations Department is
responsible for supervising the 162 branch network. The Internal Audit Department monitors the
work of the branches and regional offices.
3.5.1 Current Board of Directors (BODs)

The Board of Directors of RBBL comprises of 7 members who are responsible for managing the overall
activities of the RBBL. The BODs of RBBL are listed in the table below.
S.No. Name Designation
1. Dr. Rewat Bahadur Karki (Ph.D.) Chairman
2. Mr. Nirmalhari Adhikari Director
3. Dr. Jitendra Prasad Upadhya Director
4. Mr. Gyanendra Raj Koirala Director

5. Mr. Hari Prasad Munakami Director

6. Mr. Batuk Nath Dhakal Director

7. Mr. Krishna Pd. Sharma CEO

Table 3.1: List of Board of Directors

Source: www.RBBL.com.np

3.5.2 Management Team

The management team of RBBL is the blend of managers and the department heads. They are the main
reasons behind the success of the organization. Their job is to supervise their subordinates and also
guide them so that they can accomplish their specified task effectively and efficiently. The Board of
Directors is responsible for formulating the vision, mission and objectives of the organization as they
guide where the organization should stand and do in the future. After this the managers and
departments are required to formulate various action plans that help them achieve those set objectives.

3.6 Branch Network of RBBL

The RBBL has its head office situated at Singhdurbar and main office at Bishal Bazaar. RBBL has been
providing services to its client through 148 branches all over the Nepal. The branches of RBBL in
different regions can be illustrated in the table below:
S.No. Regions No. of Branches

1. Kathmandu 39

2. Biratnagar 40

3. Birgunj 18

4. Pokhara 32

5. Nepalgunj 33

Table 3.2: Branches of RBBL in different regions

Source: www.RBBL.com.np

3.7 Performance Evaluation of RBBL

The performance of the RBBL in the recent years can be evaluated on the basis of the following tables.
Deposit Composition in Fiscal Year Amount( in ‘000)
2066 3,90,00,000
2071 7,60,00,000
2077(projected) 15,30,00,000
Table 3.3: Deposit Composition Trend of RBBL
Source: Financial report, 2014

According to the above table, it can be seen that the trend of deposit is upward sloping that is the
deposit of RBBL is increasing every five year which is a good sign for the organization.
Fiscal Year Amount( in ‘000)
2066 2,60,00,000
2071 7,60,00,000
2077(projected) 15,40,00,000
Table 3.4: Trend of loan of RBBL

Source: Financial report, 2014

According to the above table it is known that with the rise, the amount of loan is also increasing. First
the loan is increasing at slower rate but later it is increasing at a greater rate. It is good that it is
investing the fund but they need to make sure that it doesn’t result in higher bad debt ratio.

Fiscal Year Amount ( in ‘000)

2066 -2,30,00,000
2071 12,50,00,000

2077(projected) 22,00,00,000

Table 3.5: Trend of Net Profit of RBB

Source: Financial report, 2014

According to the above table it is viewed that the net profit of RBBL is increasing over time.

3.8 Core values and Principles

 High standards of good corporate governance.

 Team Spirit, Commitment
 Transparency, professionalism and high ethical tone at the leadership
 Code of Conduct encapsulates international best practices applicable to Nepali context.
ANALYSIS OF ACTIVITIES DONE/ PROBLEMS SOLVED

As the part of internship program, Rastriya Banijya Bank Ltd was chosen as the organization for the
study. During the course of internship, the internee performed assigned task and duties in the various
departments, under the guidance and supervision of department heads. Hence, the internee was able to
gain practical knowledge to gain practical knowledge about functioning of the bank.

4.1 Customer Service Department

Customer service department is the most important department of any bank. It deals with various
services offered by the bank. It responds queries of the customers giving appropriate solution to their
problem promptly. This department links all other department with each other. Most of the time of
internship was spent in customer service department. The various activities preformed while working in
customer service department are given below:

a) Account Opening

It is the most frequent activity done in Customer Service department. Most of the customers visit
banks for opening an account. They open account for depositing money in the bank for their
safety by taking some percent as interest rate. Customers can open their account as per their wish
in various types of accounts. The intern worked in assisting the customer when they are not able
to fill the form or due to illiteracy, photocopying of documents like Citizenship card, License
card etc. that are essential for banking purposes.
The various types of account the customer open in RBBL includes:
 Normal saving a/c
 Current a/c
 Student saving a/c
 Chuna muna bachat a/c
 Karmayogi bachat a/c
 Call deposit a/c
 Staff saving a/c
  Pension saving a/c

b) Account Closing

Customers also need to close their accounts because of different reasons. While closing an account,
customers need to fill up the account closing form. After filling up the form, the last balance that is to be
refunded should be calculated referring the account opening form that is preserved in the file. After
that, an account should be closed and refund the remaining balance to the customer. The presence of
the account holder is a must while closing the account. The check book and ATM card, if received must
be returned to the bank. While closing an account, the opening date should keep in mind.

Form filled up Fill up A/C closing form

Check and verify

Collect unused cheque &
documents
ATM

Provide account Verify signature& check

number all liabilities of customer

Request to fillup
deposit slip Settlement of balance

Scanned & loaded

Close A/C in system
signature and photo

Verify and approve Destroy cheque and block

account by OI ATM

Fig:4.1Procedures of opening and closing of an account

The charges for closing an account in the Rastriya Banijya Bank are free
c) Bank Statement Issuance

Bank statement contains the financial transaction of the customer’s account. All the debit and
credit balances, tax charges, interest are shown in the bank statement. On the demand of the
customers, the bank statement for required period of time is provided. It is provided to the
account holder or the agent.

d) Receiving Telephone calls

Another important function of the CSD is to receive calls. All calls are important. The caller
must not be made to wait for too long to get answered. The staff has to be courteous and polite.
They must follow telephone etiquettes. If the concerned person is unavailable at the time of the
call an arrangement should be made to get the message passed. Message slips can be handy in
situations like this so that message gets delivered because some messages can be very important.

e) Check book Issuance

Checks are defined as a written order to someone's bank to pay money from his or her account to
the person to whom the check is made out The person who draws the checks is called drawer, the
bank on which the checks is drawn in called drawee and the person to whom payment is to be
made is called payee.

4.2 Remittance Department

In this section the amount in terms of fax, draft is transferred from one branch to another as well as
internationally. Due to ABBS (Any Branch Banking Service) facility and internet banking the fund is
transferred easily from one branch to another. From this facility the bank receives the commission for
the fund transferred which will be the income of the bank. The available vouchers are to be filled which
includes name, address, amount, branch, etc of sender and receiver both.

In the remittance section, the pay order slip either of outward or inward remittance is made. With the
help of PUMORI software one account fund is easily transferred to another customer’s account.

The activities performed in this remittance section are as follows:

4.2.1 Outward Remittance

This operation is performed while the customer comes to send their money to their respective person
and place where the RBBL branch is located, that is, the transfer of the fund from the respective branch
to the targeted place or branch is known as outward remittance. The fund is easily transferred due to
ABBS and internet system. If the branch is not running ABBS system then the fax is used to transfer the
information related to the fund transfer.

The fund is transferred to the respective person’s account or in their citizenship card number from the
sender’s branch account or cash directly from any branch of RBBL. If the sender is to transfer the fund
then he needs to pay the commission for the fund transferred.

The activities performed during this operation are as follows:

 Received the deposit slip from deposit section that is to be transferred through fax.

 Made the outward pay order using the information available in the transfer voucher using PUMORI
software and printed it out.

 Verified it and put the printed paper into the fax machine and dialed the fax number and sending
the pay order to the desired branch of RBBL.

 After the fax is received by the receiver’s branch that branch will provide the fund to either the
person’s account or the person himself after required verification.

 If the deposit is to make demand draft then cherub is drawn and draft will be given to the customer
him\herself.

The commission charged by the RBBL for outward remittance is as follows:

Category Amount Commission

TT\Fax Up to Rs.1,00,000 Rs.150

Above Rs.1,00,000 0.15%

Draft Up to Rs.1,00,000 Rs.100

Above Rs.1,00,000 0.10%

ABBS Up to Rs.1,00,000 0
 Above Rs.1,00,000 0.05%

Table 4.1: Commission Charged

Source: Remittance Section, RBBL Baneswor

4.2.2 Inward Remittance

While fax is received then the inward remittance operation is performed. If the fund is transferred from
the other branch to this branch then that is known as inward remittance. After the fax is received then
according to the received information the payment is done either by credited to the receiver’s account
or in cash to the receiver by verifying citizenship card or any other identification card.

For this purpose the commission is not charged because the commission is already paid by the sender to
its respective branch while transferring the fund. Thus the receiver is only to bring the citizenship card or
any other identification card for collection of the remitted amount.

The activities performed during this operation are as follows:

 Made inward pay order and printed it out when fax is received from other branches.

 Verified the pay order and signed it after verification.

 If the order is to deposit into the account then deposited in the respective account.

 If the order is to pay to person with given citizenship number or the passport number or the license
number, etc only after verifying the receiver’s citizenship number or the passport number or the
license number; provided the pay order after which the person goes to payment section and receive
the listed cash amount in the pay order.

 Entered the pay order information into the ledger.

4.2.3 International Remittance

RBBL has started online web based remittance system, where by Nepali citizens working at Qatar, UAE,
Kuwait and other countries can send money to Nepal instantly. Payments can be collected from the
branch offices of the bank. Remitters from any part of the world can send money from any bank to an
account at RBBL. The originating bank will send the money through one of RBBL's correspondent banks
(see annex 4).
The remitter must provide the following to the sending bank:

 Beneficiary's name

 Beneficiary's bank account number

 Beneficiary's branch name or address, and

 Beneficiary's Bank: (i.e. RBBL SWIFT Code: RBBANPKA)

RBBL primarily processes foreign remittance via SWIFT (The Society for Worldwide Interbank Financial
Telecommunication) and telex number through the correspondent banks

The activities performed during this operation are as follows:

 Opened different accounts provided by different fund transfer institutions as Western Union Money
Transfer, Instant Cash Global Money Transfer, Xpress Money Transfer, Easy Remit, etc with given id
and password.

 Entered the transaction code that was brought by the receiver.

 Verified information and made pay order in order to provide the desired amount to the receiver.

 Entered the amount and the receiver’s name into the book of ledger.

4.3 Cash Counter

Counter is the desk from where the payments for the checks presented in the bank are made and
deposits from the customers are received. Counter deals with the cash of its customers throughout the
day. The satisfaction of customers depends on the efficiency of the service they receive in the counter of
a bank. Mainly counter is divided into two parts i.e. payment counters and deposit counters.

4.3.1 Payment Counter

Here the main task is to make the payment of the checks presented by the customers for payment after
properly examining whether the check is good for payment or not. The various activities preformed
while working in payment section of the cash counter are given below:
  Verifying all the information written in the check presented for payment including the
date, amount in figure and words, name of the person holding the check, signature of
the account holder are correct or not and whether the check is good for payment.
 Making the zerox copy of the documents presented by the customers.
 Storing the leaf of the check for settling the disputes if they arise in the future.
 Unbundling and unstitching the bundles of the notes.
 Counting the bundles of notes in the note counting machines.

4.3.2 Deposit Counter

In the deposit counter the main task is to receive the deposits of the customers and making sure that
the deposits go into the accounts of the customers as directed by themselves in the deposit slip. The
various activities preformed while working in deposit section of the cash counter are given below:

 Verifying the name and account number of the account holder in which the amount is
being deposited.
 Verifying the amount written in the voucher and the cash presented for deposit.
 Making the record of the cash deposit in the ledger book after the transaction is
entered in the system of the bank (Pumori Plus) by the staff of the bank.
 Providing the customer`s part of voucher to the customers as the proof of the deposit
been made in the bank.
 Properly storing the banks part of voucher properly for resolve future disputes if they
arise.
 Stitching the notes and making the bundles of 100 notes.

Activities Performed at Loan Department

Loan department is concerned with providing loan to individual firms, and enterprise. Since,
loans are the assets of the bank, it need technical knowledge and skills to handle the credit
activities. Thus activities performed at department are:

Opened Clients Loan Account

4.4 Problem Identified and solved
While working in RBBL bank as an intern for eight week is the great opportunity for me because as we all
know that, the internship program is a great opportunity for us to learn about real world working
scenario. .But it is not an easy task as we think it would be. Working in a real world is very difficult task
as we have to cope up with totally new and disciplined environment. The several difficulty and problem
that I faced during my internship program are listed below:

 Very difficult in handling customer complains. And the solution was apologize for the error /
mistake / inconvenience and appreciate/Thank the customer for sharing the complain

 Difficulty in using the machinery tools. I gave myself sometime for learning new machinery
equipments as how does it work.

 Initially it was difficult to understand the workflow in the real scenario. Later I realized real-
life Working is a very pressurized task and hence cool and calm mind is essential for success.

 In the initial phase of internship we have given the task of shorting the money for ATM, so it’s
difficult for me to differentiate the kind of note needed for ATM machine but gradually we
knew that ATM can function with new notes in its vault.

 Assisted customers in filing up deposit vouchers, mobile banking forms and visa cards forms.

Key observations

As internship is a process of learning/ training by observing the employee or supervisor in organizations.

The main reason behind joining internship program was to gain more and more practical knowledge that
we read as a theory in our books. The coordination among employee, the way they treated each other
with friendly gesture, assistance from manager during problematic situation and to maintain
organization overall structure not only developed skills but also made me realize what an employee of
bank need to poses to meet the requirements.
So the key observation that I made during the entire internship program were listed below

Co-ordination among employees.

The success of any organizations depends open the harmonious co-ordination among its staff members.
In any form of organization their needs a co-ordination and synergy among the employees so that fewer
disputes occur. I saw a strong cooperation among the employees, which helped to satisfy its customer
by doing their works in time. There were times during Dashain and Tihar, where customers were rattling
for deposits, pensions, check and many more. At that periods each and every employees of various
department were co- operating each other and assisting in every manner possible.

Conflict and horde handling by manager

Being a manager of an organization it’s a great challenge as well as opportunity to prove one’s ability in
abnormal situations. Managers are highly responsible for fruitful results of an organization. As per many
observations I found that the manager tried it’s to handle the conflicts that arises in the bank.
Sometimes, customers come complaining about deductions of the balance using ATM cards which is
positively response and convicted by the manager. Besides that he have even make a decisions about
huge funds to be withdrawn.

Power and Politics

Though being government organizations, I have seen in Branch of RBB, there hardly was misuse of
power. The only problem I where I found was, though being absent at work and being careless,
employee are hardly penalized, as government job are permanent. Being bind by the rules, employee
sometimes misused their rights. Certain action is taken if employee continuously disobeys the orders
from the senoor management or fails to meet the duties and responsibilities. Hence, these are key
observations that I found while working with RBBL.
 Chapter III

Lesion learnt and feedback

Service sector is dominant sector in a current era. Most of the gradates first priority would have
been bank or insurance. Banking sector has been flourishing in a skyrocketing trend in an
international scenario and this has also made an effect to developing countries like Nepal. People
understand the values of deposit and loan. They are approaching the bank for loan and have been
investing in a beneficial sector like business, manufacturing, production, housing etc. The flow
of loan and advances in the balance sheet of bank are clear example of peoples increasing
attachment with the bank for services. So when it comes to providing service related to banks
RBBL appears as first choices for customers.

Lesion learnt

It’s been a great opportunities for me to be a part of such a phenomenal institution as an internee. The
internship program with RBBL was delightful experience. The most important lesion that I have learnt
during the intern period is how to perform various tasks in the disciplined planned organization settings.
Besides this, I also learned about the working of the general banking transactions and exposed to
practical field.

The most important lesson internee learnt during internship period was the working procedures of the
departments. The two months internship period was not sufficient enough to understand the banking
system as a whole. However, the period has proved very valuable in understanding the practical
implications and knowledge exposures. The internship program helped to learn the dynamics of work
culture, professionalism and systems in the business world.

The interne is able to learn various new knowledge as well as the practical implications of various
theoretical knowledge after the two month internship exposure. All the lessons learnt can’t be express
in the language form because much knowledge is related to the realization rather than the new
knowledge. Anyways, the important lessons that the internee is happy to express in the word form are
bulleted in the below points:
 Complain handling:
 Appreciate/Thank the customer for sharing the complain
 Apologize for the error / mistake / inconvenience
 Listen actively and nod from time to time showing interest
 Show Empathy – Put yourself in the customer’s place
 Resolve, if it is within your control. If not, bring it to the notice of your supervisors
 If not solved immediately, take down the customer’s details (name, telephone number, address)
to contact with the solution
 Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints personally.

 How to handle?
 Let the customer finish talking. Don’t interrupt. Use the pressure cooker method
 Be firm and polite else they may not be happy
 Listen carefully what they have to say
 Sound professional and don’t brush them aside
 Gain their confidence

 Tips for good customer service:

 Make yourself presentable/well groomed
 Greet each customer as he/she enters your service area
 Make any eye contact when speaking to customers
 Be a good listener and show interest in what the customer is saying
 Don’t chat with other staff when customers are around
 “Customers are always the King”, so they are to be treated properly and their problems
should be cared with due attention
 Real-life Working is a very pressurized task and hence cool and calm mind is essential
for success.
 Learned to handle grievances of the customers
 Learned to speak, function and work in corporate way
 Learned the institutional culture and the values in the corporate world
  Importance of effective communication in the job-place
 Interact and behave in a professional way to the stakeholders to make them satisfied with
your services
 Use and the dependency of the Information Technology(IT) in banking industry from
ATMs, Financial Software, E-banking to SMS banking
 To treat each individual differently because of the individual differences between them
 To use the supporting devices like printer, scanner, Xerox machine, etc.

Feedback to the Organization

RBBL being the one of the most trusted government commercial bank of Nepal provides various
kinds of banking services to its customers, which is very useful to the general public as well as
people intending to do business. Though the main purpose behind any business is to earn profit
but service provider should not forget that customer always have choices. RBBL seems to have
provides services to its customers in relatively lower cost than other commercial banks. RBBL
provides remittance services at relatively lower rates than other similar institutions.

Thus, the feedback to the Organization is as follows

 In order to remain in a competition organization should focus on its customer as CSD

believes in a fact that the customer are the foremost stakeholder and each and every
employee just tries to meet the need and expectation of the customer. That is CSD
department should always remain proactive.
 There is vast competition in a banking sector in Nepal, so to remain in a competition
organization should focus more on use of modern technology and skilled manpower to
execute it.
 Proper record of data should be kept so that time and effort to search them can be
minimized.
 Students enters into organization as a internee to learn how bank functions so
organization should always try to give more and more information related to working in a
 bank rather than avoiding them or making them to do same set of word during whole
internship duration
 During the rush hour bank seems much crowed so management should make a proper
space and fast working procedures to handle those issues.
 Customer waiting time is much higher in a queue, so that should be seriously taken as a
major issue.
 Training of employee to use computer technology more than basic is highly required.
 Special customer information desk should be highly recommended because all the
customers are not educated and seems confused about where the services will be
delivered.

Feedback to the College/ University

It’s an honor to be a part of Ace Institute of Management as it has helped each and every
student’s in most possible way to ease every obstacle. Hence some of the feedback I would like
to provide to the college/ university are as follows

 It would have been more fruitful if internship program would have been regular in every
semester than once in a bachelors program.
 Recommendation from the college in finding the right organization for internship was
helpful.
 The university should have increased the internship duration to more than six weeks.
 Board of directors

irat
Risk management
Internal audit
committee Chief Executive
Company department
officer (CEO)
secretary
Financial directive
committee Audit committee
Deputy General
Manager
Executive committee
(four DGM)
Human resource
Assets – liabilities committee
management committee
(ALCO)

Loan recovery Credit Inter branch Card payment Legal Finance IT

department department reconstruction and settlement Dept. Dept. Dept
department department .
Restructuring
department Treasury Training and
Human
department development
Resource
Dept.
Dept.

Budget and Management General

Marketing & Branch Electronic
planning information Service
Development Operation Banking Dept.
Division system Dept. Department
Dept. dept.

RO RO RO RO RO
Biratnagar Birgung Kathmandu Pokhara Nepalgunja
(39) (18) (38) (30) (31)