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I started my internship at HBL, G-10 Markaz, Islamabad Branch on July 4 th 2009. On my first
day of internship, when I went to the bank, Mr. Ahmad Ali, the manager of the bank open
heartedly welcomed me and introduced me to the staff. Then, he gave me a brief introduction
about the branch of the organization, the departments present in this branch and the operation
carried out here. I came to know that presently there are six departments here that are handling
and managing all the operation. These are:

Deposit Section

Clearing Section

Remittance Section

Sales and Marketing Department

Auto Finance



Experiences in Sales & Marketing Department

On the first day, Mr. Ahmed Ali sent me to the sales and marketing department to get know-how
about the workings regarding the sales and marketing. The manager introduced me to Mr.
Tauseef Rasool who was working as an account opening officer there and also looking after the
other tasks regarding the credit cards as well as insurance policies.

Account Opening

The account opening operation was handled by the Mr. Tauseef Rasool who was working there
as an account opening officer and also by the manager Mr. Ahmed Ali as well. Mr. Tauseef
Rasool showed me the form and instructed me how to fill it. It comprised of the details like

customer profile, personal details, type of account, nature of account and currency, personal
accounts, personal information, business account, account opening instructions, call center info

Cheque Book Issuance

The next thing Mr. Tauseef told me about was check book issuance. The person who opens the
account in that particular branch of HBL will definitely apply for check book in order to
withdraw his/her amount from his/her own account. So in order to facilitate the customer with
that facility first of all account opening officer has to send a request to head office of HBL for the
issuance of check book by providing them all the details of the customer or account holder.

Credit Cards

Mr. Tauseef Rasool told me about the Credit cards which are handled by Ms. Rashida in
cooperation with Mr. Tauseef. Ms. Rashida told me that the eligibility of the credit card depends
upon the transactions that were being done by the account holder. Also an account holder having
strong bank statement gets credit card with ease. The limit of card depends on whether it is Gold
or Green card. These cards are issued according to the income level of the person. A person with
higher income can get Gold card and a person with lower income level will be issued Green card.

Fig 4.1: Credit Cards of HBL


Insurance Policies

Mr. Tauseef Rasool introduced me to Mr. Imran who was handling insurance policies of HBL in
that particular branch in cooperation with Mr. Tauseef. Mr. Imran told me that HBL and New

Jubilee Life Insurance Company Limited (NJLI) introduced Amaan (Retirement Plan) and
Tabeer (Child Education & Marriage). These products have been designed keeping HBLs
customer base as the focus and will provide life insurance along with an investment option.

Amaan - Retirement Plan

Amaan is a pension plan that provides an opportunity for growth through investment in a
balanced portfolio with post-retirement income benefits. The plan covers life insurance and
gives attractive returns on investment to its customers.

Tabeer - Child Education & Marriage Plan

Tabeer is a plan that provides parents with a means to accumulate a fund over a period of
time which can then be used to pay for a childs education or marriage. Plans are available
for both under and over 45 years of age.


Marketing of the Bank

Whenever Mr. Tauseef Rasool and Mr. Ahmed Ali were busy dealing with the customers, I
observed some of the marketing tactics used by them for the marketing of the bank. These are as

Offering incentives to the people with account

Attracting other banks customers

Introducing new packages and accounts

Clean Environment

Supporting the internees

Selling bank products

Conveying information


Experiences in Cash Department

After spending my first 15 days in sales and marketing department, Mr. Ahmed Ali sent me to
the cash department to get know-how about the workings regarding the cash. The manager
introduced me to Mr. Haseeb and Ms. Samina who were working as a cashier there and also
looking after the other tasks regarding the cash.
Firstly, they told me about the nature of deposits. These are of two types.
1. Fixed deposits (Amount is fixed for a specific time period like, 3 years, 5 years, 7 years,
and the percentage of the interest depends upon the specific time period for which the
amount is fixed).
2. Current Account (It is interest free and there is no profit, it is not for businessmen and
normally adopted by those persons who just want to secure their amount and use it for
day to day for their routine work).
3. Saving account (It is profit based and has many types)


The next thing they told me about was the device, i.e. when one branch transfers amount to
another branch, it makes a receipt called device which is transferred to that branch and was also
kept by the branch that sent it.
Cheques are always kept in records. Receipts and cheques are also stored in computers.

Cash Book

Another document they told me about was the cash book which shows the daily opening and the
ending balance of the cash department which is to equal balance daily otherwise the employees

cant leave the bank unless and until it is balanced. He told me about a formula which is used for
all this work which is as follows:
Opening Balance + Receipt = Total Amount Payments = Closing Balance

Record Sheet (Cash vouchers received)

I also recorded the cash vouchers which were received from the customers at cash department
counter as instructed by Mr. Haseeb and Ms. Samina. It included AC numbers, current AC or
Saving Account etc. on it.

Utility Bills and Prize Bonds

I learnt that bank purchases and sells the bonds only till 2 month after the lucky draw. Brokers
come daily and make the purchases and sales of the bonds. Lucky draw takes place after every
three months.
The bank deducts eight rupees on every utility bill it receives and deducts it from the deposited


Experiences in Operations Department

After learning all the work regarding cash, I was sent to the operations department which was
being managed by Mr. Shaukat Ali and Ms. Sumera. They cooperated with me a lot and told me
about all the operations that they were managing and carrying on in that department.


At first, they told me about the clearing process. In practice, the person receiving a cheque is
rarely a depositor of the cheque at the same bank as the drawer. He deposits the cheque with his
bank which is not actually the drawee bank. The bank in which the cheque has been deposited
becomes a creditor of the drawees bank. The debtor bank will pay his amount of the cheque by
transferring it from cash reserves if there are no offsetting transactions. The bank on which the

cheques are drawn becomes in debt to the bank in which the cheques are deposited. At the same
time, the debtor bank may have cross-claims on other the bank. The easy, safe, and the most
efficient way is to offset the reciprocal claims against each other and receive only the net amount
owned by them. I practically went through this thing when representatives of the NIFT as
described earlier delivered the cheques payable at other local banks and received the cheques
drawn on other banks.


Then, they told me about the Remittance process. The transfer of funds is from one branch to
another branch of the same bank. Instruments used by the bank for remittances include:
i. Telegraphic Transfer

Demand Draft


Pay Order

I learnt about all these instruments in brief form and has discussed within the department section
of my report. It is just from one branch to another branch, not to other banks.
Mr. Shaukat told me that remittance process also resembles with the "Funds transfer process"
which included the beneficiary details and the customer details (whose amount is going to be

Cheque Book Requisition

I learned about the cheque book requisition which is for the issuance of cheque book for the first
time from the operations department to the customers. This receipt remains with the bank and the
cheque book is issued to the relevant account holder. Recipient signs the receipt. There are
usually 25 leaves in the cheque book.


Pay Order

Another operation carried out in the operations department was the pay order that if banks want
to pay to any person, it makes a receipt and he can receive the amount from that branch only at
any time.


Skills I Learned

How to deal with customers and treat them well in a good manner and try to solve their
problem quickly.

The coordination between upper and lower management makes the work easy and
working environment becomes so friendly and enjoyable.

Listen completely to the other person point of view and then response.

Complete the work today because may be tomorrow it is more than today.

To get a good promotion or seat one should have to work hard.

Reference is very important for any work we went to do because any organization
whether public or private of you are will established and have a good reputation in
market and to have lots of high contacts and references.

Working in companies is very different form what we study because some time politics if
needed to be make your work done from others.