CUSTOMER SERVICE DEPARTMENT OF KUMARI BANK

LIMITED LOKHANTHALI BRANCH

An Internship Report

Submitted by

Sulochan Satyal

Bhaktapur Multiple Campus

Symbol no: 28343/20

TU Registration no: 7-2-20-1089-2020

Submitted to

Office of the Dean

Faculty of Management

Tribhuvan University

In the partial fulfillment of the requirements for the degree of

Bachelor Business Administration (BBA)

Dudhapati,Bhaktapur

May, 2025
 DECLARATION

I hereby declare that the internship report entitled “CUSTOMER SERVICE

DEPARTMENT OF KUMARI BANK LIMITED” submitted to the Faculty of
Management, Tribhuvan University, Kathmandu is an original pie of work under the
supervision of (Laxmi Sundar Lawaju), faculty member of Bhaktapur Multiple
Campus, Dudhapati, Bhaktapur and is submitted in partial fulfilment of the
requirements for the award of the degree of Bachelor of Business Administration
(BBA). This internship report has not been submitted to any other university or
institutions for the award of any degree or diploma.
.

Sulochan Satyal

May, 2025

iii
 BONAFIDE CERTIFICATE

Certified that this Internship Report

CUSTOMER SERVICE DEPARTMENT OF KUMARI BANK LIMITED

is the bonafide work of

Sulochan Satyal

Who carried out the Internship Report under my supervision. This report is
forwarded for examination.

…………………. .…………………….

Laxmi Sundar Lawaju Tulsi Ram Ghemosu

Supervisor Program coordinator

…………………………

External Examiner

Date:
iv
 ACKNOWLEDGEMENT

The report titled “CUSTOMER SERVICE DEPARTMENT OF KUMARI BANK

LIMITED, LOKHANTHALI BRANCH”, Bhaktapur is prepared for the partial
fulfillment of the requirements for the degree of Bachelor of Business Administration
offered by Tribhuvan University, on the basis of the activities performed and
experience gained during the internship period. I would like to express my deep and
sincere gratitude to Tribhuvan University, for providing great opportunity to enhance
my educational knowledge and build up skills of practical working conditions.

Firstly, I would like to express my sincere gratitude to my supervisor, Laxmi Sundar

Lawaju, for the guidance, constant supervision, and clarification. Secondly, I am
extremely thankful to my campus chief Dr. Kabita Luitel,Program director Mr. Tulsi
Ram Ghemosu and the college management for providing support and other
necessary documents during the internship program and report preparation.

I would like to evince my sincere appreciation to Mrs.Bhawana Limbu, Head of CS

department Lokhanthali Branch. Also I would like to thank my supervisor Laxmi
Sundar Lawaju for his proper guidance, suggestion and encouragement for directing
intern to the right track despite of her busy schedule and would like to thank
Mr.Pradeep Guragain and Mr.Keshav Khanal for their kind co-operation and support
during internship period despite of their busy schedule. Also I would like to thanks
the Branch Manager Mr.Sunil Thapa Sir for placing me in customer service
department and CS staff Mrs.Sandhya Sapkota, Mr.Nitish Malla Sir for his proper
guidance in the initial days of my intern.

Finally I would like to give sincere thanks to my parents, my teachers, friends and
seniors for making this study esteemed by providing consistent encouragement,
support, and congenial atmosphere to complete it.

Sulochan Satyal
Bhaktapur Multiple Campus

v
 TABLE OF CONTENTS

INTERNSHIP CERTIFICATE ................................................................................ ii

DECLARATION...................................................................................................... iii

BONAFIDE CERTIFICATE .................................................................................. iv

ACKNOWLWDGEMENT......................................................................................... v

TABLE OF CONTENT ........................................................................................... vi

LIST OF TABLE ...................................................................................................... x

LIST OF ABBREVIATIONS................................................................................... xi

CHAPTER I ............................................................................................................. 1

INTRODUCTION ................................................................................................... 1

1.1 Background ................................................................................................................. 1

1.2 Objectives .................................................................................................................... 2

1.3 Study Method ............................................................................................................. 2

1.4 Methodology…………………………………………………………………………….2

1.4.1 Selection and Placement.............................................................................. 3

1.4.2 Duration ...................................................................................................... 3

1.3.4 Activities ...................................................................................................... 3

CHAPTER II ........................................................................................................... 5

BRIEF INTRODUCTION OF THE INDUSTRY .................................................. 5

2.1 Introduction of Bank .................................................................................................... 5

2.2 History of Banking....................................................................................................... 6

2.3 Present Situation of Banking industry in Nepal ............................................................. 7

2.4 Challenges and Opportunities ....................................................................................... 8

2.4.1 Challenges of KBL………………………………………………………………………………………..….8

vi
 2.4.2 Opportunities of KBL .......................................................................................... 8

CHAPTER III .......................................................................................................... 9

INTRODUCTION OF KUMARI BANK LIMITED ............................................. 9

3.1 Background ................................................................................................................. 9

3.2 Vision and Mission Statement .................................................................................... 10

3.2.1 Vision .................................................................................................................. 10

3.2.2 Mission…………...………………………………………………………………..10

3.3 Objectives of KBL ..................................................................................................... 10

3.4 Present Situation of Kumari Bank Limited .................................................................. 10

3.5 SWOT Analysis of Kumari Bank Limited……………………………………………...13

3.5.1 Strengths of KBL………….……………………………………………………....14

3.5.2 Weakness of KBL………….……………………………………………………...14

3.5.3 Opportunities of KBL ......................................................................................... 14

3.5.4 Threat of KBL.................................................................................................... 14

CHAPTER IV ........................................................................................................ 16

JOB PROFILE AND ACTIVITIES PERFORMED ............................................ 16

4.1 Overview ................................................................................................................... 16

4.2 Activities Performed in the Organization .................................................................... 16

4.2.1 Customer Service Department .............................................................................. 16

4.3 Problem Faced and Solved ......................................................................................... 20

CHAPTER V.......................................................................................................... 22

LESSON LEARNT AND CONCLUSION ............................................................ 22

5.1 Conclusion................................................................................................................. 22

5.2 Lesson Learned........................................................................................................... 23

5.3 Observed Gap Between Theory and Practices ............................................................. 23

5.4 Feedback/Recommendations to the Organizations ....................................................... 24

vii
 Feedback: ........................................................................................................................ 24

Recommendations: .......................................................................................................... 24

REFERENCE

viii
 LIST OF TABLE

Table 1 Duration of internship… ............................................................................. 3

ix
 LIST OF FIGURE

Figure 1 Organizational structure.......................................................................... 11

x
 LIST OF ABBREVIATIONS

ATM : Automatic Teller Machine

BA : Bachelor of Arts

BBA : Bachelor of Business Administration

BBM : Bachelor of Business Management

BBS : Bachelor of Business Studies

BCA : Bachelor of Computer Application

BE : Bachelor of Engineering

BFIs : Bank and Financial Institution

BHM : Bachelor of Hotel Management

BIM : Bachelor of Information Management

BPA : Bachelor of Public Administration

BSC : Bachelor of Science

CV : Curriculum vitae

FOM : Faculty of Management

CSD : Customer Service Department

KBL : Kumari Bank Limited

KYC : know Your Customer

xi
KYE : Know Your Employee

LTD : Limited

NPR : Nepalese Rupee

NRB : Nepal Rastra Bank

PVT : Private

SMS : Short Message Service

SWOT : Strength opportunities weakness and Threat

TU : Tribhuvan University

xii
 1

CHAPTER I
INTRODUCTION
1.1 Background

The development of any country depends upon the economic development of that
country and economic development is supported by the financial structure of that
country. Bank comprises an important segment and priority sector of financial
infrastructure in any country. In the modern economy, Bank plays vital role in
development. As per Nepalese financial sector, it is composed of the banking sector
and non-banking sector.

Bachelors in Business Administration are the program degree program introduced by

Tribhuvan University which has the academic duration of eight semesters covering
international standards of four years. This program is directly coordinated, monitored
and controlled by TU, Office of the dean which also functions syllabus design and
holding the examinations.

The internship program has been designed by TU for the partial fulfillment of the
degree of BBA of the course Sales and Marketing Management. According to the
designed pattern of this program, students need to undergo internship for the period of
the minimum of 8 weeks and prepare the report for the fulfillment of BBA program.
With the help of internship program, students can highly develop their interpersonal
and communication skills to sustain the pressure from today’s competent world. The
internship is considered as a platform for gaining practical knowledge to perform
effectively in the dynamic and competitive environment with working experiences.

In order to accomplish this course of internship Kunari Bank Limited has been
selected. This project report is based on experience while working as an intern in the
bank.

It was a great opportunity to work as an intern at Kumari Bank Limited. This

experience gave me an opportunity to cope up with the working
environment in an organization and utilize conceptual knowledge in the specific area
of the study.
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1.2 Objectives

The general objectives is to gain valuable insights into the business sector, more
specifically the banking industry in addition to this major purpose is to relate the
theoretical knowledge with the practical experience and to enable us to be more
experience in the real life techniques of achieving result through both individual
effort and team building along with the knowledge gain from academic
environment. The specific objectives are:

 To assess the activities performed by CSD of banks.

 To conduct the SWOT analysis of bank.
 To analyze the gap between theory and its iplication in practice.

1.3 Methodology

This study is making this report is mostly descriptive in nature where the facts
and findings are prescribed in a systematic manner. The information required
for preparation of report has been collected from observation of the activities
that are performed in the banks and the personal interview and consultation with
the staffs involved in different department of the bank. The secondary data are
used in the report are obtained from websites, brochures, annual report, books.
Completion of the internship is the combination of different types of activities .it
starts from the selection of the organization for the internship, performance,
and placement in different parts of organization.

1.3.1 Organization Selection

Selection of organization for the internship program is a crucial task. As a

student banking and accounting, to convert the theoretical knowledge into
practical field intern preference would be a financial institution, especially a
bank. Kumari bank is a Nepal’s leading commercial bank. It follows the
standard business procedure and contains a good organizational culture. Intern
dropped a letter at KBL which gave the environment that is necessary for any
student doing the internship and luckily got a chance to be a part of it for
eight weeks.
 3
1.3.2 Placement

Intern was placed in LOKANTHALI BRANCH Office. During the internship

period, the intern was placed in CS department. Every staff of Lokanthali
Branch was supportive and friendly. The supportive and friendly environment
helps the intern to complete the internship period through the proper guidance of
the staff. The internee was requiring handling all the activities of the department
under the guidance and supervision of Mr.Sunil Thapa, Branch Manager (BM).

1.3.3 Duration

According to the Faculty of Management (FOM), we are required to do

internship for eight weeks. So, internee worked at Kumari Bank for eight weeks.
Internee worked the entire period in the Customer Service Department. This
internship program has been fruitful for the internee to get real knowledge of the
banking activities of the organization. The working time was from 9:30am-
5:00pm.

Table 1

Internship placement and duration

S.N Department Working weeks
1 Customer Service Department (CS) 1-8

Source Internship 2025

1.3.4 Activities

Various activities were performed in bank in different departments under the

guidance of the supervisors of the department during the internship. Major
activities that were performed in the bank on customer service department can
be summarized as below
- Provide details of scheme for the new account opening.

- Assist customer to fill up the form, check the required

documents.
• Verification of customer’s signature.
• Receiving incoming calls and queries of the customer.

• Assist in filing and indexing.

• Scanning the signature and documents of the customer.

• Solving the queries of the customers.

 4

• Issuance of account statement and balance certificate.

• Data entry in Excel.

- ATM card distribution and calls related to ATM inquiry.

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CHAPTER II
BRIEF INTRODUCTION OF THE INDUSTRY

2.1 Introduction of Bank

Banking sector plays an importance role in economics development of the country. It

is a financial institution which deals with money. It accepts deposit run individual and
organizations and grants loan to them. It allows on the deposits made and charges
interest on the loan granted. Since, it accepts deposits and grants, it is regarded as the
trader of the money. Further it creates credit and support for the formation of capital.
A bank is a financial institution licensed by a government, which deal with money and
credit. Its primary activities include borrowing and lending money. Many other
financial activities are key players in financial market and offer financial services
such as investment funds. Banking sector is mirror of an economy as it is l inked with
almost all economy sectors. Its linkage with all sector make it a proxy for what is
happening in the economy as a whole. (Edusanjal, 2000)

Pythius of Lydia, in Asia Minor, early from the 5th century BC was the first individual
banker of which there are records. Many of the bankers of the Greek city-states were
“metecos” or foreign residents. Around 371 B. C., Passion, a slave, became the
richest and most famous banker in Greece. There is proof that this type of operation
was possibly carried out in Abraham’s time. As the ancient Sumerians of the Sinar
plains had “a singularly complex system of lending and receiving loans, keeping
money in deposit and providing letters of credit.” In Babylon, as later in Greece,
banking activity centered around religious temples, whose sacrosanct nature meant
security against thieves.

Banks in Roman times did not work like modern ones. The majority of banking
activities were carried out by individuals and not by institutions. The enormous
investments were financed by the generators, while those who worked professionally
in the business of money and credit were known by various names, such as argentarii
(banker), nummular (money changer), and coactors (collectors). Medieval trade fairs,
such as Hamburg, contributed to the growth of banking in a curious way.
 6

These documents could be collected at another fair in a different country or at a

future fair in the same place. They were redeemable at a future date they were often
discounted by an amount comparable to an interest rate. (Kent, 2019)

2.2 History of Banking

The origin of the banking system in Nepal started with the name of Shankerdhar, a
Sundra merchant of Kantipur who paid all the outstanding debts in the country. In
historical term, there is a story that Gunkamdev borrowed money in 723 Sambat to
reconstruct Kathmandu. In the 11th century, during Malla regime, Jayasthiti Malla
developed 64 different classes of caste according to their occupation. During that
period, Tankadhari which is a money lender provided debt. "Tejarath Adda” was
established in 1877 A.D. during the tenure of Ranaddip Singh, and it was converted
into government financial institution providing credit facilities to people at low-
interest rate of 5 percent. Tejarath Adda distributed credit facilities to the public
especially on the collateral of gold and silver, but it didn’t collect the deposit from the
public. (Wikipedia, 2003)

After a long period, the government started to trade with India and Tibet. And the
various indigenous bankers handled even the trade because the transfer of the money
could be safely made only through these bankers. This was even strongly supported
by the situation caused during 1934 A.Ds earthquake where there was a need of
finance for the reconstruction of works. Reviewing these situations, the Udyog
Parishad (Industrial Development Board) was constituted in 1936 AD. A year after its
formation, the Udyog
Parishad formulated the “company act” and the “Nepal Bank Act” which established
the Nepal Bank Ltd. with the technical cooperation of the Imperial Bank of India, as
the first commercial bank of Nepal.

After the establishment of this bank, different services like accepting deposits,
extending credit facilities for promotion of trade, rendering customer related services
and investing in government bonds and securities were offered to general public. This
bank also performed agency functions and acted as a banker to the government. In
fact, it conducted all the functions of the central bank (except issuance of paper money)
till the establishment of NRB.

.
 7

2.3 Present Situation of Banking industry in Nepal

A Bank is a banking financial organization owned and operated by and for its
members, according to democratic principles, for the purpose of encouraging savings,
using pooled funds to extend loans to members at reasonable rates of interest and
providing retailed financial services to people. Banking, also known as Credit
Unions, are a widespread form of financial organization throughout the world. Loans
are obtained primarily from relatives or local money lenders, in the latter case usually
at high interest rates.

Banking are set up for special services such as credit services, telephone/electric
service, insurance services, irrigation services, grain banks, trucking, artificial
insemination, cotton ginning, ginger drying, rice drying, etc. Bank may also provide
items such as chemicals, diesel, oil, gas, feed, seedlings, and seeds to its members.
Soil testing, crop scouting, and land leveling are other services a service Banking may
provide to its members.

Banking enables easy access to savings and credit at low-cost. They work by pooling
limited capital: member’s mandatory purchase of ownership shares in the Bank and
their deposit/savings accounts serve as the funding base to enable the Banking to
extend credit to members. Banking are the largest providers of services to the poor. It
is estimated that globally, Bankings reach 78 million clients living below a poverty
line of $2 per day. In South Asia, for example, 54.5 per cent of borrowers living
below $2 per day were served by Banking, compared to 19 per cent served by other
Servicesproviders. Banking play a central role in the achievement of an inclusive
financial sector that encompasses the poor.

Banking contribute to poverty reduction in various ways. Access to credit to finance

micro, small and medium enterprise generates employment and incomes. Low- cost
savings facilities for the poor and small depositors help to reduce members
‘vulnerabilities to shocks such as medical emergencies, and encourage future
investments, including education and small business enterprises. Empirical research
of the last decade has demonstrated that demand for savings services exists, even
among the poorest. If formal means of savings are unavailable, poor people tend to
use livestock, jewelry or other informal arrangements that typically have a low or
negative interest rate.
 8

2.4 Challenges and Opportunities

2.4.1 Challenges of KBL

The main challenges of the banking industry are highlighted below:

• Brand switchers

• Attitude, perception and interest of customers

• Low public confidence

• Political instability

• New policies laid down by NRB

• Rivalry among existing competitors

2.4.2 Opportunities of KBL

An opportunity is the condition in the general environment that if exploited

effectively, helps a company achieve strategic competitiveness. The opportunities of
Kumari Bank Limited are

1. Easy accessible to bank (Location advantage)

2. Trust by many people.

3. New opportunities sector for investment

4. Technological advancements

5. Advancement in people’s perception and attitudes for saving

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CHAPTER III
INTRODUCTION OF KUMARI BANK LIMITED

5.1 Background

Kumai bank limited came into existence as the fifteenth commercial bank of Nepal by
starting its banking operations from April 03, 2001 with an objective of providing
competitive and modern banking services in the Nepalese financial market. The bank
has paid up capital of Rs. 26, 99,166.532 of which 51 percent is contributed from
promoters and remaining from public before acquiring four financial institutions
Kasthamandap Development Bank Limited, Mahakali Bikas Bank limited,
Kankrebihar Bikas Bank Limited, and Paschimanchal Finance Company Ltd. jointly
operation was started in 16 Ashar, 2074.

Kumari Bank Ltd has been providing wide range of modern banking services through
87 points of representatives located in various urban and semi urban part off the
country, 95 branches outside and inside the valley and 3 extension counters. The bank
is pioneer in providing some of the latest / lucrative banking services like E-Banking
and Mobile Banking services in Nepal. The bank always focusses on building sound
technology driven internal system to cater the changing needs of the customer that
enhance high comfort and value. Similarly, the bank has been providing 365 days
banking facilities, extended banking hours till 7 pm in the evening, utility bill
payment services, Inward and Outward Remittance services, Online remit services
and various other banking services.

The bank has been offering both Domestic and International Visa Debit card and
Credit card, accessible in entire VISA linked ATMs in Nepal and India providing
additional services to the customers. Along with this, the bank has also been offering
latest Mobile Banking and Internet Banking Services. The bank has been able to get
recognition as an innovative and fast-growing institution striving to enhance customer
value and satisfaction by banking transparent business practice, professional
management, corporate governance, and total quality management as the
organizational mission. The key focus of the bank is always center on serving
 10

unfulfilled needs of all classes of customer located in various parts of the country by
offering modern and competitive banking product and services in their door step. The
bank always prioritizes the priorities of the valued customers. (Wikipedia, 2019)

5.2 Vision and Mission Statement

5.2.1 Vision

Kumari bank vision is to be the preferred financial partner to our customers, a centre
of career growth to our employees, and to maximize our shareholders’ value, while
contributing to our nation’s financial sector and to its economic welfare.

5.2.2 Mission

Kumari bank mission is to deliver innovative product and services to our customers,
use these innovative products to achieve financial inclusion, and do so by
exemplifying good corporate governance, proactive risk management practices, and
superior corporate social responsibility.

5.3 Objectives of KBL

The core values or the objectives of the organization mainly are to meet customer
satisfaction through easy and quality service other are mentioned below

 Bringing innovation and customization to meet customer need and to hold quality
of service
 Provide secured future for its internal employees

 Attractive return to its investors

 Lower rates for loan clients

 Upholding honesty and sincerity

 Engaged in various social activities fulfilling corporate social responsibilities

5.4 Present Situation of Kumari Bank Limited

Organizational Structure

Kumari Bank Limited has adapted hierarchical structure to operate day to day work
and task in much more simpler and easy way. The BOD of the organization made the
 11

decision on various things and project in the organization. And the BOD is
responsible for creating new trends and for setting the goals for the organization. The
structure of Kumari Bank Limited is provided below:

Board of Directors

CEO

Deputy
CEO/GM/D.GM

HR Head Managers Departmental

Head

All Departments Officers

and incharge
members, service
centre and staffs All Juniors Staffs

Figure 1 Ogranizational Structure

BOD of Kumari Bank Limited are responsible for taking any decision in the
organization. There are 25 founders or BOD of this organization. Whenever, any
important decision is to be done, they calls a meeting and goes for a decision but in
case of minor decision head of the Bank or chairperson takes the decision.
 12

Though head of the Bank or chairperson has power to take decision, he consults with
his staffs before making decision minor decisions. Chairperson is selected among the
founders through voting system. She/he is appointed as a chairperson if she/he gets
majority vote. The working life of Chairperson as a Chairperson is three years. After
three years, again another election done to select new head of the organization.
Members from BOD can apply for this post and whoever gets majority vote, he/ she is
new Chairperson.

Products and Services

Kumari Bank Limited provides various products and services to satisfy the needs of
the customers. The available products can be detailed as:

Daily Saving
Daily Saving is that account where customer put high volume of short-term
deposit. The daily saving Kumari Bank Limited can help to provide return on
the excess fund and also helps to safeguard the available balance. The interest
rate in this type of account is 6%. This type of saving is for promoting daily
saving habits of the customers. Target customers are the peoples running small
organizations or people being involved in daily cash transactions. The
minimum balance should be Rs 500.

Fixed Deposit
Kumari Bank Limited assists the customers with the fixed deposit of varying
tenures and alternative interest rate. This type of account pays interest to
account holders at the rates agreed upon at the time of opening the fixed
deposit account. The interest rate and initial deposit will be fixed for the
period as agreed with the co-operative. The co-operative provides the
flexibility of availing of loan against fixed deposit to assist with liquidity
requirement that may occur before the maturity of the fixed deposits. Interest
on deposits is payable quarterly (i.e. every three months).
 13

Monthly Saving

The account holders should deposit certain amount monthly which can only be
withdrawn after period of 3 years. This type of account pays 9% of interest
rate. Main motive of this type of saving is to promote savings of shareholders
and help them to gather certain amounts on the long run.

Women Saving
This type of saving is focused on promoting savings for women. It provides
10% interest rate and it helps to promote the saving behavior of the women.
Minimum balance should be Rs 1000.Account Holders are also provided
different trainings which helps to develop different skills which helps to
generate income.

Child Saving
This type of savings is for the children below 16 years. It provides 11%
interest rate and also provides birthday cake on the account holder’s birthday.
And different educational and motivational programs are organized for
children. The deposited amount cannot be withdrawn until the children reach
the age of 16 but there are some exceptions on some cases. Main motive of
this type of saving is to promote savings for the children of the customers for
their future education or other aspects.

Loan and Advances

Kumari Bank Limited facilitates its customers with the service of loan in their
time of need. Analyzing and evaluating all the circumstances of the customer
and by collecting appropriate document the loan process is proceed. The
customer should meet all the criteria and they can utilize the finance for
certain period of time by paying the service charges and interest of 16% p.a on
diminishing.

5.5 SWOT Analysis of Kumari Bank Limited

SWOT is the acronym for strength, weakness, opportunities and threats that are the
strategic factors for an organization. SWOT analysis summarizes the internal and
 14

external strategic factors of an organization. SWOT analysis helps to enjoy

sustainable competitive advantage over the competitors. SWOT analysis is perfect for
business planning, strategic planning, competitor evaluation, marketing, business and
product development and research reports. It also helps determine positive and
negative aspects of the organization.

5.5.1 Strength of KBL

It is the positive internal characteristics that the organization can exploit to achieve its
goals. Some of the strengths of KBL are

1. Skilled human resource to serve the organization.

2. Coordination among employees

3. Strong brand image of the bank

5.5.2 Weakness of KBL

Weakness is the internal characteristics that might inhibit or restrict the organization’s
performance. Some of the weaknesses of Kumari Bank Limited are mention below

1. Lack of strong strategy to meet the goal.

2. Power distance.

5.5.3 Opportunities of KBL

An opportunity is the condition in the general environment that if exploited

effectively, helps a company achieve strategic competitiveness. The opportunities of
Kumari Bank Limited are

4. Easy accessible to bank (Location advantage)

5. Trust by many people.

5.5.4 Threat of KBL

A threat is a condition in the general environment that may hinder a organization

efforts to achieve strategic competitiveness. The threats of KBL are as follows
 15

1. Entry of new bank

2. Unfavorable law and policies.

Hence these are some of the Strengths, Weaknesses, Opportunities and Threats of
Kumari Bank Limited.
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CHAPTER IV
JOB PROFILE AND ACTIVITIES PERFORMED

4.1 Overview
Intern is thankful that KBL gave an opportunity to do intern at Customer Service
Department during eight weeks periods. Thought the intern got to learn from a lot
from Customer service department. Intern was highly concern on the activities done
in the department rather that the collecting data for the report. Intern has not gone
over data analysis using standard procedure such as time series, regression analysis,
sensitivity analysis and other statistical tools. . As a service oriented company the
major responsibilities of KBL is to give better services to the clients promptly on their
demand. We were mainly given the responsibility of service related issues under the
supervision of the respective officers. In the period of our internship we helped the
organization by sharing the workload of the respective officers. The working
environment was very comfortable to work in with friendly staffs which made the
work easier.

4.2 Activities Performed in the Organization

There are three departments in KBL i.e. Account department, Loan department and
Customer Service department.

4.2.1 Customer Service Department

Customer Service is a very important part of the organization; it is also a crucial

component of management, encompassing various functions, features, and roles
within the bank. The Customer Service Department deals with an organizational
function that addresses issues related to customer interactions, such as query
resolution, account management, customer on boarding, and support for digital
banking services. It also involves managing customer complaints, ensuring customer
satisfaction, and providing guidance on banking products and services.

The Customer Service Department plays a strategic and comprehensive role in

managing customer relationships and enhancing the overall customer experience. The
Customer Service Department is designed to ensure that customer interactions are
 17

handled effectively and efficiently to accomplish the bank's goals, ultimately

contributing to customer retention, satisfaction, and loyalty.

Staff Account Opening

Bank and financial institutions have their own special account opening from
maintaining the minimum regulatory requirements. These forms may vary from the
product to products. A specific product may require its own field of information while
other may have different. But the various account opening forms should maintain
minimum record of information which is inevitable to know about their customer. The
field of information may be name, date of birth, address photograph, location map etc.
The form must include those requirements which are demanded by the prevailing
rules and regulations. Know Your Employee (KYE) guidelines presents the minimum
required information with following supporting evidence for various customers,
which are presented below
1. Copy of citizenship

2. Photograph

3. Reference/Introduction from existing account holder

Individual account where the staff wants his account to be operated by another person,
a mandate in writing with the specimen signature of the agent who is to operate the
account or power of attorney is obtained by the bank. This usually occurs in joint
accounts, partnership form and the companies. A joint account is one that is opened in
the names of more than one individual and all other account have their signature in
the account opening form. In joint account mode of operation has to be authorized by
all account holders on the account opening form itself or subsequently revised by a
letter signed by all of them.

KYE Update

Nepal Rastra Bank (NRB) has advised bank to follow a KYE guideline, certain
personnel information of the account opening prospect or the employee is obtained.
The objective of obtaining KYE information is to enable the Bank to have true
identification of its employee. This is also in the interest of employee to safeguard
their hard earned money. The identification of a employee is a very critical process
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with a view to protect the employee interests by preventing from fraudsters who may
use the name, address and forge signature to undertake illegal business activities,
encashment of stolen drafts, cheques, dividend warrants, etc. This also helps to
safeguard banks from being unsuspectingly used for the transfer of deposit of funds
derived from criminal activity or for financing terrorism. Identification of employee
will also help to control financial frauds, identify money laundering and suspicious
activities, and for scrutiny / monitoring of large value cash transactions. Money
Laundering refers to conversion of money illegally obtained to make it appear as if it
was earned from a legitimate source. Money laundering is being employed by
launderers worldwide to conceal criminal activity associated with it such as drugs
arms trafficking, human trafficking, terrorism and extortion. All crimes that produce a
financial benefit give rise to money laundering.

KYE update is the recent activity that is carried out in all the commercial bank as
instructed by Nepal Rastra Bank. So as per the instruction, I distributed and helped
the employee to fill up the KYE form at Kumari Bank Limited, Corporate Office
Tangal. For KYE update, we were told to inform the employee who visit the bank
and who doesn’t often visit the bank they were informed through telephone calls.

Handling and Recruiting

Hiring and recruiting is one of the primary function of the human resource department
is to oversee hiring and recruiting within an organization. The department administers
skills assessment and personality test to match candidates with the right job within the
company.

Training and Development

The human resources department handles the training and development of staff within
an organization. It creates training programs and conducts training for new hires and
existing employees. The human resources department also works in conjunction with
department managers.

Handling Compensation

The human resource department is responsible for various aspects of employee

compensation. The department typically handles employee payroll and ensures
employs are pain accurately and on time.
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Employee Benefit

The human resources department manages all aspects of employee benefits, including
health insurance, long term care as well as employee assistant and wellness program.
The department keeps track of employee absence and job protected leave.

Employee Relations

The human resource department handles employee relation matter within an

organization. The department maintains the relationship between employees and
management by promoting communication and fairness within the company.

Legal Responsibilities

The human resources department is responsible for interpreting and enforcing

employment and labor laws such as equal employment opportunity, fair labor
standards, benefits and wages, and work hour requirements. The department also
investigates harassment and discrimination complaints and ensures company officials
remain compliant with United States Department of Labor regulations.

Bank Security

The human resource department must design and monitor work process to reduce
opportunities for internal theft and collusion. HR policies separate cash receiving,
storage, processing and record all activities via video surveillance.

Pay Decision

As with other industries, HR professionals in banks have a hand in marking decisions

for pay raises and promotions. Promotion decision for sales people selling loans and
other financial products differ from decisions to promote administrative staffs.

Payroll and Benefits

The dispensation of payroll comes under the responsibilities of the human resource
office .while payroll often exists as a separate division in large companies, in small
businesses; it is generally handled by a small human resources staff. Health care
benefits are also handled by the human resources department.

Employee Performance Improvement Plans

The human resource department is often instrumental in setting up performance

improvement plans commonly called PIPs. In general, these are written proposals
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designed to help struggling employees improve their work to raise it to a certain

expectation level of the company. The employee performance improvement may
include a description of the behavior or performance that needs attention, objectives,
to be met within a certain time period, a plan for accomplishing the improvement
along with support resources and detailed consequences if the improvement does not
occur.

Photocopying Important Document

Intern used to photocopy important documents like citizenship, certificate, birth

certificate, identity card, license etc. or customers. Intern also used to photocopy
electricity bill, water bill, telephone bill etc. for KYE updating purpose.

Record Keeping

Intern was assigned the responsibility or record keeping of various things such as
account opening form, KYE updating forms, account closing forms etc. similarly,
intern as also assigned the task of filing and indexing those documents.

Personal Filing

Intern also filled different types of filing as requested by the staff in human resource
management. It includes medical report, police report, copy of citizenship, copy of
academic certificate, c.v, release letter, copy of pan, experience letter,
recommendation letter etc. Intern also helps sometimes staff.

4.3 Problem Faced and Solved

As the organization come to deal with several customers and have a lot of task to deal
with, there are several problem and queries that arise time and again. An

Organization should always be ready to face the problems of its customers, staff and
technical field. There are several fields and sectors that should be kept up to date by
the organization to make the working environment much easier and simpler. There are
several people linked with the organization who are illiterate and do not know the
criteria and the system of the organization and it is the duty of the organization to
make the customers feel easy in doing the transaction and to make clear in their
queries. Some of the problems solved during my internship are as follows.
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 There was a customer who was illiterate was totally confused and was having
rough conversation with marketer because he was unaware about the change
on the interest rate of the loan sanctioned. So, I thoroughly explained all the
principles regarding the fluctuation of interest rate and convinced him.
 Once one of the staffs was troubled according to the collection sheet he had Rs
10000 less money so I checked the collection and found the mistake on his
calculation and solved his problem.
 Once a customer could not come to pay his interest on time due to some
critical circumstances and requested to expand the date of payment so by
analyzing his condition the charges he would have to bear for not paying
interest on time was eliminated by visualizing his condition and date of
payment was expanded as I requested our manager and told him the
circumstances.
 Hesitation of customers identified and solved: It is one of the problems faced
by most of the financial institutions nowadays. It is difficult to identify since it
is related with psychology aspects of customers. Some customers hesitate to
convey their problem to the related staff. Some of them had inquiries but the
fear what employees thinks or replies. The only way to avoid such problem is
to make friendly environment which I did as intern.
 A long process should be done before making loan but one of the customer’s
mothers was so sick, so, looking their condition I requested chairperson to
provide him loan quickly even without completing that long process. Thus, in
this way I was able to manage money for that customer quickly
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CHAPTER V
LESSON LEARNT AND CONCLUSION
5.1 Conclusion

From the above analysis it is seemed that KBL is one of most hard-working
commercial banks that is dedicated in serving their valued customers with excellence.
During this internship period, Intern had learnt a lot about the banking activities and
banking operation in the Nepalese market, about KBL in particular. This report has
made intern know about the various kinds of the customer services that KBL has been
offering. The internship has been fruitful in many ways to intern.

Internship has broadened intern’s knowledge, vision, ability, management skill and
confidence to perform in real working environment. It was a great chance to gain
practical knowledge of banking sector. The practical cases are rather different from
that we study in theory. Further intern has also become versed to get socialize with the
diversified people, to deal with the senior staffs, and to deal with the intern colleague
so as to make the working environment cheerful, pleasant and friendlier. Beside this,
the supervisors were extremely helpful in guiding on our internship program.

It was the great experience working as an intern in KBL. The operational environment
was benevolent. There was good communication, healthy competition and healthy
relationship in between the personnel of KBL. Each and every staff of KBL were
totally professional but still there was a family environment making overall internal
working environment delightful to work with. Working at KBL as an intern was a
great opportunity to develop conceptual and analytical knowledge about banking
sector in Nepal. Thus, the knowledge and experience endowed with this study will
surely be constructive towards the pavement of intern’s career and professional life.
During my internship what I also analyzed is that the bank is good in providing a
good customer service. Customers always seek quality service at their convenience.
Customers have preferred Kumari Bank mainly due to its brand image, branch
facilities and service quality. They expect this bank to rise even more to become the
leading bank in service quality. Improvements have to be made from time to time in
order to sustain the satisfaction level of customers and push the bank to a continuous
growing path.
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5.2 Lesson Learned

The duration of internship lasted for around two months and during the internship
course of the internship the intern learns various lessons. The internship was a great
opportunity for the intern to face the real life work scenario after bachelor .some of
the lesson learnt as a intern in Kumari Bank Ltd.could be summarize as follow

1. Social exposure with various types of customers from different background since
KBL deals with its different clients in the process of rendering its services.
2. Learn to face and handle problems effectively and efficiently.

3. Chance to get familiar with organizational system installed by KBL.

4. Keeping the account of each and every transaction in file as per the supportive
evidence. So filing is the most important job in the bank.
5. Along with customer satisfaction, employee satisfaction also plays a great role in
the success of the bank
6. There was the opportunity to understand different types of stamps and their
respective function that was in use.
7. Learn the workflow, chain of command and hierarchy of organization.

Many lesson along with these, small and big, were learnt which broadened the
knowledge and brought work maturity in myself. So, these eight weeks of the
internship Internee got the most exposure to what it is like to work in real life the
classroom learning. The internship program gave the experience, which will be
helpful to build a platform and prepare for the future.

5.3 Observed Gap between Theory and Practices

Reality differs a lot from the theoretical perspective, as learning in practical

environment and theoretically through the books has vast difference in the
conceptuality. Some of the gaps observed by the internee at Kumari Bank Limited are
as follows:
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 No particular theory can be developed regarding how to deal with customers

because each and every customer is different in perception and attitudes.
 There is no strict description of job and responsibilities. For e.g. a staff at
Remittance department may have to move to Customer Service Department
and perform the related tasks as per the requirement
 There is no Universal way of performing the responsibilities given to the staff.
Each and every cooperative has its own way of carrying out the same activities
unless it is bounded by external rules and regulations.

Hence these are some of the observed gap that intern find while working in
cooperatives during internship period of eight weeks.

5.4 Feedback/Recommendations to the Organizations

Feedback:

1. Low Awareness: Many consumers are unaware of their rights.

2. Poor Accessibility: Limited access in rural areas.

3. Slow Complaint Resolution: Bureaucratic delays and lack of transparency.

4. Proper maeket growth and new regulation.

5. Weak Legal Enforcement: Inconsistent penalties and concerns about impartiality.

Recommendations:

1. Increase Awareness: Launch nationwide campaigns on consumer rights.

2. Improve Accessibility: Expand physical offices, mobile units, and enhance online
3. Streamline Resolution Process: Simplify and speed up complaint handling with
clear timelines.

4. Enhance Training and Resources: Regular staff training and increased

staffing/resources.

5. Strengthen Legal Enforcement: Ensure consistent and transparent enforcement of

penalties.

6. Leverage Technology: Develop a mobile app and use data analytics to improve
services.
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REFERENCES

Kent. K (2013). Financial Institutions and Markets. Kathmandu: Blackwell

Academic Enterprises Pvt. Ltd
Saunders, A. & Cornett, M.M. (2007). Financial Markets and Institution. New
Delhi: the McGraw-Hill Companies.

Thapa, K. (2017). Banking Law and Regulations. Kathmandu: Khanal‟s Publication.

Thapa, K. (2017). Commercial Bank Operations. Kathmandu: Khanal Publication Pvt.
Ltd. www.nepalbank.com.np

www.nrb.org.np

https://www.imnepal.com/name-list-commercial-banks-in-nepal/

www.nepalstock.com

www.investopaper.com
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