CHAPTER I

ORGANIZATION PROFILE

1.1. Introduction of Global IME Bank

Global IME Bank Ltd. emerged after successful merger of Global Bank Ltd (an “A” class
commercial bank), IME Financial Institution (a “C” class finance company) and Lord
Buddha Finance Ltd. (a “C” class finance company) in year 2012. Two more Development
Banks (Social Development Bank and Gulmi Bikash Bank) merged with Global IME
Bank Ltd in year 2013.

Global Bank Limited (GBL) was established in 2007 as an ‘A’ class commercial bank in
Nepal which provides entire commercial banking services. The bank was established with
the largest capital base at the time with a paid up capital of NPR 1.0 billion. The paid up
capital of the bank has since been increased to NPR 2.42 billion. The bank's shares are
publicly traded as an 'A' category company in the Nepal Stock Exchange.

Pursuant to the liberalized economic policy of the government, majority of the commercial
banks have established their head office in the Kathmandu valley. Witnessing the
incredible potential the country offers outside the capital, the promoters have established
the bank in Birgunj, the commercial hub of the nation. It is in line with the aim of the bank
to be “The Bank for All” by giving necessary impetus to the economy through world class
banking service.

For the day to day operations, the bank has been using the world renowned FINACLE
software that provides real time access to customer database across all branches and
corporate locations of the bank. This state of the art customer database has also been
linked to a Management Information System that provides easy reach to all possible
database information for balanced and informed decision making. A disaster recovery
system (DRS) of the Bank has also been established in the Western Region of Nepal (200
kms west of Kathmandu).

The bank has been able to achieve excellent diversification of its assets. A well balanced
distribution of exposure in areas of national interest has been possible through long term

1
forecasting and timely strategic planning. The bank has diversified interests in hydro
power, manufacturing, textiles, services industry, aviation, exports, trading and
microfinance projects, just to mention a few.

The exemplary performance of the bank in these last five years has elevated it to a premier
status in the industry. The bank has been handling government transactions and is
officially among the only 5 banks in Nepal to do so. The bank has been able to earn the
trust and confidence of the public, which is reflected in the large and ever expanding
customer base of the bank. Through all this the bank has been able to truly achieve its
vision of being “The Bank for all”. Even with all this success, the bank remains internally
focused towards manpower development, product innovation and process innovation etc,
to have a strong and solid foundation, which are ongoing and continuous improvement
initiatives undertaken by the management and staff alike

1.2 Organization’s Mission, Vision and Objectives

Mission
To win respectable market share through customer focused quality products and services,
innovative business solutions and technology driven banking thereby enhancing the
growth and profitability of the bank so as to ensure the optimum benefit to all stake
holders at all times.

Vision
The bank shares a common vision of “The Bank for All” amongst its Promoters,
Directors, Management Team and Staff in commitment to providing the highest standard
of services for customers from all regions and societies.

Objectives of the Bank

Banks are necessary for economic development of nation. It helps speedy economic
growth thought mobilization of cash and saving. Normally, government owned
commercial banks help to implementation of government plan. Government owned
commercial bank contributed through investing in rural areas and sometimes in less
profitable areas too with the motive of services.

2
Just as in the case of any other commercial banks, Global IME Bank also strives to earn
maximum profit, which would be the general objectives. Besides this, its specific
objectives are as follows.

 Promotion of national economy, society and individuals.

 Providing international quality banking services to its customers.
 Introducing modern banking technology to facilitate transactions in convenient
way.
 Mobilization of capital in important areas.
 Maximizing the market value of the share and ensuring internal stability along with
internal strength.
 Participation in the development of sports and for social causes.
 Identifying business prospect, enhancing market share.
 Innovating technology to enhance and facilitate transactions along with
convenience and customer satisfaction.
 Providing quality-banking services to the segment of customers in the commercial
sector of Nepal.

1.3 Major markets and customers

Global IME Bank Limited is the pioneer and front-runner in retail lending introducing
Direct Housing Finance, Vehicle Loan Scheme, Education Loan Scheme, Loan against
future Lease Rental and scheme for professionals as also the loan against Lease Rentals of
the properties. Therefore the major market of GBL consists of Business Sectors,
Household Sectors, Government Sectors and Foreigners. Similarly, the major customers
consist of Business Professionals, Household Customers and Foreigners.

1.4 Products and services

The products and services provided by Global IME Bank are explained as below.
A) Global Savings Products
Our Savings Products facilitate easy and regular withdrawal of funds when required and
simultaneously earning of income on the balance that is kept in the account. Any person

3
having a savings account is allowed to deposit money and withdraw to the extent of
balance freely from his/her account.

1) Global Super Savings

Global Super Savings is an interest bearing account, designed to provide higher return on
savings of general public without having to lock fund. The customer has flexibility to
deposit and withdraw any amount of fund.

Features:
 Minimum Balance: Rs. 25,000
 Free ABBS (Any Branch Banking Service)
 SMS Banking with alert of every transactions and bill payment features.
 Annual fee waived for 1st year.
 Free Internet banking
 50% discount on issuance fee Visa
 Debit Card
 50% discount on Locker Facility
 Waiver of locker key deposit requirement

2) Global Savings Plus

Global Savings Plus has been designed to provide moderate return to the customer without
having to maintain high minimum balance.

Features:
 Minimum Balance: Rs.10,000
 Free ABBS (Any Branch Banking Service)
 SMS Banking with alert of every
 Transactions and bill payment features.
 Annual fee waived for 1st year.
 Free Internet banking
 Visa Debit Card
 Safe deposit locker facility

4
3) Global Shubhalabh Bachat
Global Shubhalabh Bachat is another interest bearing account that provides moderate
return to the customer without having to maintain high minimum balance.
Features:
 Minimum Balance: Rs. 5,000
 Free ABBS (Any Branch Banking Service)
 SMS Banking with alert of every Transactions and bill payment features.
 Annual fee waived for 1st year.
 Free Internet banking.
 Visa Debit Card.
 Safe Deposit Locker facility.

4) Global Nari Bachat

Global Nari Bachat has been designed to encourage saving habits of women. The low
minimum balance focuses on enabling any women to open the account whenever they
wish.
Features:
 Minimum Balance: Rs. 100
 ABBS (Any Branch Banking Service)
 SMS Banking with alert of every
 Transactions and bill payment
 Annual fee waived for 1st year
 Free Internet banking
 Visa Debit Card, Safe Deposit Locker facility.

5) Global Future Star Deposit

Global Future Star Deposit enables parents to save for secured future of their children by
opening the account in their children’s name and keeping themselves as patron until the
child reach the age of 16.
Features:
 Minimum Balance: Rs. 1000
 ABBS (Any Branch Banking Service)

5
6) Global Senior Citizen Account
Global Senior Citizen Account caters the special requirement of the senior citizens of our
country.
Features:
 Minimum Balance: Rs. 1000.
 ABBS (Any Branch Banking Service).
 SMS Banking with alert of every transactions and bill payment features.
 Annual fee waived for 1st year.
 Free Internet banking.
 Visa Debit Card, Lounge is available.
 30% discount on locker service charge.
 Safe Deposit Locker facility.
 Privileged service is offered from the branches in which Global Plus.

7) Global Student Savings Account

Global Student Savings Account, our latest deposit product, has been designed to meet the
savings needs of the college students and thus aims at developing banking habits among
the college students.

Features:
 Minimum Balance: Nil.
 Free ABBS (Any branch banking service).
 SMS Banking with alert of every transactions and bill payment features.
 Annual fee waived for 1st year.
 Free Internet Banking.
 50% discount on the issuance fee of Visa Debit Card.
 Cheque book will be issued on request.
 Attractive Discounts at various recreational centers for the students.

8) Global Karmachari Bachat

Global Karmachari Bachat has been designed to enable institutions to efficiently distribute
salary of their employees through the banking channel.
Features:
 Minimum Balance: Nil
6
  Free ABBS (Any branch banking service)
 SMS Banking with alert of every transactions and bill payment features.
 Annual fee waived for 1st year.
 Free Internet Banking
 50% discount on Visa Debit Card
 30% discount on service fee of Safe Deposit Locker Facility.

9) Global Normal Savings

This is a general savings product designed to encourage small savings among people.
Features:
 Minimum Balance: Rs. 1,000
 ABBS (Any Branch Banking Service)
 SMS Banking with alert of every transactions and bill payment.
 Free Internet banking
 Visa Debit Card
 Safe Deposit Locker facility

10) Global Remitter’s Super Savings Account

Global Remitter’s Super Savings Account enables Nepalese workers at foreign countries
to save their earnings in the bank and also to easily send their earnings to their families.
Features:
 Minimum balance requirement: USD 100.00
 Minimum balance requirement: EUR 100.00
 Minimum balance requirement: GBP 100.00

11) Global Fixed Deposit Products

The fixed deposit product enables a customer to earn higher rate of interest on the funds
that the customer is ready to deposit without withdrawing for certain period of time. The
products offer higher rate of interest than savings account. Different interest rates are
offered on deposits maintained for different tenures.

7
B) Loan Products
Consumer/ Personal Loan
Global Home Loan helping you realizes your dreams.

1) Global Auto Loan

Our Auto Loan with its all-inclusive features is the ultimate solution to your financing
requirements. With its simple documentation process coupled with our speed of delivery
and flexibility, you can drive your vehicle today itself- be it brand new or used.

2) Global Hire Purchase Loan

GBL Hire Purchase loan enables you to purchase commercial vehicles such as heavy and
light commercial vehicles especially truck, bus, microbus excavator etc.

3) Global Education Loan

Global Education Loan is provided to suffice financing requirement for students to pursue
sound academic career. Our education loan aims to provide financing in such a way that
the requirements of the students are met without any hassles.

4) Global Mortgage Loan (Personal Loan)

Global Mortgage Loan/ Global Personal Loan is provided to suffice your personal
financing/ business requirements such as for financing your long vacation plans, buying
home equipments, electronics or any other unexpected needs.

5) Loan against FD
It provides you flexibility of availing loan on your Deposit.

 Only member from one family shall be eligible Joint application may be
considered.
 Joint application may be considered.

6) SME Loan
Global Small Business Loan/ Small and Medium Enterprises Loan Our SME Loan enable
you to meet your unique business requirement.

8
7) Global Small Business Loan
Global Small Business Loan also gives you the comfort of Insurance while fulfilling your
business/financial need.

8) Corporate Loan
It helps you to maximize business growth.

9) Funded Loan
Global Bank offers different Industrial/ Business Loans to suffice financing requirement of
different kinds of organizations.

10) Non Funded Loan/Trade Services

We provide you a wide range of trade services covering import services, export services
and guarantees. We have an experience team of trade finance staff, who will work with
you in a very personalized manner, to ensure you international trade finance transactions
proceed faster, easier and risk-free.

C) Services
1) Domestic Remittances:
Global IME Bank, one of the largest commercial bank of Nepal in terms of capital
investment, is providing fastest, most reliable and most secured remittance facilities of
domestic remittances through its wide network of more than 200 locations. Nepalese
staying in any part of country can send their money more safely to their relatives at other
part of country in no time.

2) Inward Remittances:
Nepalese staying in any part of the world can remit their hard earned money to their
family members in Nepal through Global Bank Limited.

3) Bank Draft:
Global Bank has entered into draft drawing arrangement with various banks in India and
abroad. Global Bank, thus, can draw demand drafts to its correspondent banks.

9
4) Indian Rupee Draft Arrangement:
Global Bank can draw the demand drafts to the various branches of Standard Chartered
Bank, India, HDFC Bank and Centurion Bank, India.

5) FCY Draft Arrangement:

Global Bank can draw the demand drafts on number of its correspondent banks located in
various part of the world in various currencies.

6) Managers Cheques:
Managers Cheque is the cheque drawn by Global Bank on itself. Global Bank issues
Mangers cheque at very less charges which can be deposited in any account with other
banks or in customers account at Global Bank itself.

7) Anywhere Branch Banking System:

Global Bank has used latest banking software “FINACLE” to provide best services to its
valuable customers. With the centralized banking system, all the branches of Global Bank
are interconnected. You can either deposit in account or withdraw from your account
through any branches of Global Bank Limited under Anywhere Branch Banking System
(ABBS).

8) Global Remit:
Global Bank has established remittance business relationship with various foreign banks
and foreign exchange companies. Nepalese staying abroad can visit any of these banks and
exchange companies and send money through “Global Remit”, the safest and reliable
money transfer system of Global Bank Limited, at low charges and high exchange rates to
more than 800 remittance payment outlets across Nepal. Customers need not to have
account with Global Bank to get the payment through Global Bank Limited.

10
9) IME Remit:
Global Bank also works as one of the paying partner of Imeremit that has its reach in over
25 countries for bringing remittance to Nepal which means all International payments
from Imeremit can be collected from Global Bank branches and Global Remit through
IME outlets. Global Bank currently has its local remittance service in partnership with
IME.

Outward Remittances:
Swift:
Through the SWIFT transfer mechanism, you can transfer your fund to virtually anywhere
in the world through Global Bank Limited. Society for Worldwide Interbank Financial
Telecommunication System (SWIFT), the most reliable communications network system,
provides you an opportunity to transfer your funds to any of the foreign banks.

Other Services
 Foreign Currency Sales / Purchase
 Foreign Currency Deposit Accounts
 Remittance Services
 Locker Service
 Internet Banking
 Anywhere Banking (free of cost)
 Global Plus Lounge
 365 Days Banking
 Evening Counter
 ATM (Automated Teller Machine) Service
 Draft Facility

1.5 Organization Design and Structure

Any organization needs a structure, which provides framework for successful operations.
The operation of an organization involves a number of activities which are related to
decision making and communication of these decisions. These activities must be well
coordinated so that the goals of the organization are achieved successfully.

11
The corporate office of the bank is located in Panipokhari, Kathmandu. The Board of
Directors is responsible for policy making and guidance to the management. The private
nominates all Board members including the Chairman. The executive power is vested in
the Chief Executive Officer (CEO). The bank has

Global IME bank has largest branch network in Nepal, covering 71 branches in all over
the Nepal. Global IME Bank established 23 ATM machine inside the valley and 18
machines outside the valley. The internal audit department monitors the work of the
branches and regional offices.

 Board of Directors (BOD) of Global IME Bank Limited

The board of bank is formed by renowned business personalities and professionals with
ample of banking and business experiences. List of directors are as under.

Names Position
Mr. Chandra Prasad Dhakal Chairman
Mr. Sandip Agarwal Director
Mr. Surendra Nath panta Director
Mr. Suraj Kumar Shrestha Director
Mr. Ashwini Kumar Acharya Director
Mr. Pushpa Man Shrestha Director
Mr. Chandi Shrestha Director
Source: www.globalimebank.com

 Management Committee of Global IME Bank

Following are the members of Management Committee of this bank.
Names Position
Mr. Ratna Raj Bajracharya Chief Executive Officer

Mr.Janak Sharma Poudyal Deputy Chief Executive Officer

Mr. Surendra Regmi Chief Credit Officer

12
 Mr. Manoj Gyawali
Mr. Sudhir Gewali
Ms. Arati Rana
Mr. Suresh Raj Maharjan
Mr. Anil Joshi
Ms. Shanta Siwakoti
Ms. Anamika Singh
Chief Finance Officer
Chief Manager - Remittance and General Services
Branch Manager – Kantipath
Chief Operating and Compliance Officer
Chief - Information Technology
Chief - Marketing and Business Promotion
Chief - Human Resources
Source: www.globalimebank.com

Figure 1.1.: Organizational Design and Structure of GBL Puspalal chowk Branch

Branch Manager

Credit Department
Operational Department
jjjjjjjjjDdddDDepartmentD
epartment

Letter of Credits Retails Clearings Customers Teller

services Services Service

Messagers Drivers Security Guard

Source: Annual Report of Global IME Bank Limited Fiscal year 2011/2012

13
1.6 Financial Structure

The financial structures of Global IME Bank Limited are given below:

Table 1.1.: Balance Sheet of GBL Fiscal Year 2011/12

Balance Sheet
As per Ashad 31, 2069 (15 July 2012)

Capital and Liabilities Current Year (In NPR) Previous Year ( In NPR)
Share capital 2250356772 1600000000
Reserve and surplus 286343218 108027366
Debentures and Bonds 400000000 -
Borrowing 87321320 401789148
Deposit Liabilities 26913765174 15066490196
Bills payment 17728014 60460181
Proposed Dividend and 218481240 80263158
unpaid Dividend
Income Tax Liabilities - -
Other Liabilities 490117689 205678387
Total Capital and 30664113427 17522708435
Liabilities

Assets Current Year ( In NPR) Previous Year ( In NPR)

Cash Balance 624419820 522683708
Balance with NRB 2249529502 808764905
Balance with Banks/ 2095395103 422997504
Financial institution
Money at call and short - -
notice
Investment 4247059978 2920245931
Loans, Advances and 20296500500 123724232238
Bill Purchase

14
 Fixed Assets 660515005 231579663
Non Banking Assets - -
Other Assets 490693519 244012496
Total Assets 30664113427 17522708435
Source: Annual Report of Global IME Bank Limited Fiscal Year 2011/2012

Table 1.2.: Profit/Loss statement of GBL Fiscal Year 2011/12

Profit and Loss Account

For the period July 17, 2011 to July 15, 2012

Particular Current Year ( In NPR) Previous Year ( In NPR)

Interest Income 2226134605 1963603767
Interest Expense 1586555934 1288060876
Net Interest Income 639578671 676552882
Commission and 105039637 67518016
Discount
Other operating income 120543987 84979378
Exchange Fluctuation 50540909 30936320
Income
Total Operating 915703204 858986596
Income
Staff Expense 158188436 155003585
Other Operating 304109972 237364199
Expense
Exchange Fluctuation - -
loss
Operating Profit Before 453404796 466618812
Provision for Possible
Loss

15
 Provision for Possible 1327992683 252931188
Loss
Operating Profit 320608647 213687624
Non Operating Income 186613 (132689)
( Loss)
Provision for Possible 217992683 166245258
loss written back
Profit from regular 538787943 379800193
operation
Profit ( Loss) from (119534681) ( 93841116)
extra-ordinary activities
Net Profit After 419253262 286319078
Considering all
Activities
Provision for Staff 38113933 26029007
Bonus
Provision for Income 126734402 57270136
Tax
 Current Years'
Deferred tax -
Current year (13593640)
Previous year (10911098) (8474972)
Up to Previous year 110796
-
Net Profit/ Loss 265316025 224977751
Source: Annual Report of Global IME Bank Limited Fiscal Year 2011/2012

1.7 Organization Performance

Global IME Bank is one of the prominent and successful banks of Nepal and which has
been rendering its services to people in different parts of the country by mobilizing the
financial resources. Most of the people are interested to deal with this bank because of the
facilities provided to the customers as well as trustworthiness. All the customers are
treated with utmost good faith.

16
Global IME Bank has adopted advanced and new version of “Finance” as the system. This
system has the advanced features which enables banking procedure and their recording
more specific and effective. The customer inflow in bank is increasing progress fully both
customer deposit and customer withdrawn. The daily average customer inflow for opening
new account is 15-20. The bank accepts deposit from public giving attractive interest rate.
The total deposit of GBL is increasing. GBL has been able to tap the opportunity of
collecting deposits of people working aboard countries. GBL is playing a pivotal role in
facilitating remittances to and from across globe.
The bank was established with the largest capital base at the time with a paid up capital of
NPR 1.0 billion. The paid up capital of the bank has since been increased to NPR 2.18
billion. The bank has been able to achieve excellent diversification of its assets. A well
balanced distribution of exposure in areas of national interest has been possible through
long term forecasting and timely strategic planning. The bank has diversified interests in
hydro power, manufacturing, textiles, services industry, aviation, exports, trading and
microfinance projects, just to mention a few.
The exemplary performance of the bank in these last five years has elevated it to a
premier status in the industry. The bank has been handling government transactions and is
officially among the only 5 banks in Nepal to do so. The bank has been able to earn the
trust and confidence of the public, which is reflected in the large and ever expanding
customer base of the bank. Through all this the bank has been able to truly achieve its
vision of being “The Bank for All”. Even with all this success, the bank remains internally
focused towards manpower development, product innovation and process innovation etc,
to have a strong and solid foundation, which are ongoing and continuous improvement
initiatives undertaken by the management and staff alike.

Authorized Capital of Global IME Bank is NPR 3,000 million and Paid up Capital is NPR
2,185 million. The promoters hold 69% while 31% is floated for the public.

17
 CHAPTER II

JOB PROFIL AND ACTIVITIES PERFORMED

2.1. Activities Performed in the Organization

Various activities in various departments were performed during the internship program.
Each and every employee of the concerned departments assisted the intern to know about
the services provided by each department to its value customers. During internship
activities have been performed in customer service department. Working in CSD helped to
gain sufficient knowledge regarding various activities performed in respected departments.

As an internship report is based on “Customer Service Practice in Global IME Bank”, so

this report focused in various activities performed only in CSD and the problem faced by
this department in their day to day activities.

 Customer Service Department (CSD)

Customer Service department is a primary level department that generally deals with
customers directly and regularly. This department is basically directed towards providing
the surface level assistance to the customers i.e., to provide general information about
banking system, product and services provided by the bank. The department is responsible
for providing the basic materials like deposit vouchers, cheque book, bank statement,
balance certificate, cards.

CSD is the face of bank. It is the place where customer initially interacts with the bank.
customer service expands client focus to include everything that happens within and
around the bank, from the way staff greet clients, to the atmosphere in the waiting room, to
the matter in which clients complains are handled.

The very first thing that the people seek in the organization is the prompt service and the
person at the customer service desk properly handles them. The people at the customer
service desk must be ready to sort out every problem at any moment. The customer service
division can answer questions, resolve problems, and help you establish new accounts and
services, and providing information on products, forms, and publications

18
The increasing competition in the banking sectors demands more service proliferation,
which would satisfy the demand of the customers. Banks and other financial institution are
introducing more and more innovative services such as ATM, debit card, internet banking,
locker services and various other services for their customers to serve them more
efficiently and effectively. Customers seek in organization the prompt service and the
person at the customer service desk properly handled them. The people at the customer
service desk must be ready to sort out every problem at any moment. A customer is the
most important visitor on the business premises.

 Activities Performed at Customer Service Department

 Providing General Information

While working in CSD it provides general information related to various services offered
by the bank such as account opening, debit card, remittance etc.
 Account opening

Any interested customer who wish to open an account in Global IME Bank is inquired
about the type of account he/she wants open, then customer is provided with account
opening form and are requested to fill up account opening form and attached all required
documents. After the form is filled up by customer, CSD staff verifies the form and pass
on to the Customer Service Department head for final verification. After the approval from
Customer Service Department staff opens an account in bank on the name of respective
customer. Then the customer is provided with an account number and requested to deposit
at least minimum amount according to their account type.

During account opening time customer is also asked whether they need other services
offered by bank like the ATM Card service, internet banking service, SMS banking
service etc and if customer are interested to get those service then customers are asked to
fill up respective forms to get those service.

Documents required for opening account are as follows:

Personal account/ saving account

 Passport size photo 2.

 Photocopy of citizenship/passport


19
Joint account

 Passport size photo of both applicants.

 Both applicants should be present at the time of account opening.

In case of Minor

 Birth certificate
 Guardians citizenship
 Photograph

Limited company accounts

 Complete account opening firm

 Passport size photos of signatories
 Company stamp
 Certificate of incorporation
 Tax registration certificate (PAN)
 Board resolution
 Memorandum and articles of association
 Copy of identification of all signatories
 Certificate of registrar of joint stock companies that the company is entitled to
commence business
 Documents evidencing registered/ operating address
 Documents evidencing residential address of signatories, directors, beneficial
owners.

Proprietorship / partnership accounts

 Complete account opening form

 Registration certificate
 Tax registration certificate (PAN)
 Partnership Deed
 Copy of identification of all signatories
 Document evidencing residential address of signatories, directors, beneficial
owners.
 Passport size photos of signatories.
 Association, committees, societies etc

20
  Complete account opening form
 Registration
 Trust Deed (registered)
 Constitution
 Resolution from board of trustee/ authorized personnel
 Copy of identification of all signatories
 Document evidencing registered / operating address
 Document evidencing residential address of signatories, directors, beneficial
owners.
 Passport size photos of signatories.
 Tax registration certificate (PAN)

 Statement printing

Any customer who wants to have bank account statement print is requested to fill up bank
account statement request form and submit then CSD staff verify account number, account
name, identifies account holder, account holder’s signature and then provides respective
bank account statement print to respective customer.

If the account type is Company account then company’s stamp is necessary along with
account holder signature for bank account statement print.

 Scanning and photocopy of documents

Various documents like specimen signature cards, photographs, citizenship, passports etc
should be properly scanned and photocopy and entered into bank system so that it could be
accessed easily when it is needed.

 Handling customer queries

As we come across with different individuals, they certainly have different queries related
to bank services, schemes and its products. Different queries of different customers should
be handling in a very effective way so that customer gets satisfactory solution of their
queries. While dealing with customers first we need to listen to the customer patiently and
understand their queries or problems only after that we should provide the appropriate
information or the solution as per customer’s need in very polite manner. If we do not

21
have the appropriate information about the customer’s queries then we should ask to other
staff and provide appropriate information to customer as quickly as possible.

 Making Cheque Books

After collecting the entire request for cheque books, cheque books are printed, and the
request of today’s cheque book has been made available from tomorrow. But in case of
emergency condition it can be made within five minutes.

 Cheque book issue

When account holder used the entire cheque leaves bank issue cheque book to the
customer. When customer fill up the cheque requisition slip that is attached along with
cheque book. Customer cheque requisition slip submitted by the customer should be filled
properly date wise and preserved in the department. It can be issued to anyone other than
the account holder but with the valid authority proof from the account holder.

 Searching cheque book

According to the request of the customers cheques will be searched and provided to the
respective cheque holders.

 Stamping Documents

The internee had to stamp different documents and papers. Stamping is required for
clearing cheques and the vouchers attached to it, different documents which seniors ask
the trainee to stamp in respective papers, in balance certificate, outward remittance
conformation paper with authentication stamp.

 Receiving and Sending Documents

There are various important documents mailed to the bank from different places through
courier service or through messenger. These all documents are received in CSD and every
document are checked thoroughly. The numbers of documents received in particular date
are entered in the register and the proper stamp o the bank is put on the received bills. This
is very sensitive work because a simple mistake can turn to blunder if the documents are
very important.

22
  Distribution of different forms, vouchers etc

CSD provides different forms to their customers such as account opening form,
remittance, debit card, lockers form, deposit voucher, traffic voucher etc.

 Instructing to Fill up Forms for Different Reasons

There are many other works to be done in the bank by CSD. Some new people come to the
bank for cash deposit. They are well drilled to fill up the voucher consequently. Similarly,
some people approach there if their account is dormant. The account becomes dormant if
no transaction is made for the period of six month. For these types of customers CSD
provides form and instruct them to fill up for activating their account. As such in case of
lose of debit card, people come there and they are again privileged by a form in order to
get a new card. This all is executed by CSD with no negligence.

 ATM Card issue

While opening a bank account, customer is inquired about the need of ATM Card. If
customer is willing to take ATM card service then Debit Card form is given to customer to
fill. Once the form is filled up CSD staff will verify it and send it for the further
processing. Customer is requested to come and collect their ATM card in two weeks.

After two weeks bank receives the ATM card of the respective customer. When the
customer comes to collect the ATM card, CSD staff verifies the signature of the customer
and issue the ATM card to the respective customer along with ATM Pin number.

Only the account holder can collect the ATM card , if incase account holder is unable to
come to collect card then application specifying the person to whom bank can provide
card along with account holder signature should be provided to bank and person who
comes to collect card should show their identity.

 Allotment of Account Number

This department will maintain separate register for keeping record of account number
already opened for each type of accounts i.e. for current account, savings, foreign currency
account. For new account they allot account number by verifying the details of the
customers in the system by two staff.

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  Complain Handling

Most of the account related complains or any other problems regarding banking products
and services should be handled by customer service department. This department is
responsible for responsible for providing efficient information to the account holder and
handles their questions appropriately. Complains should be seriously taken and handled
carefully in order to avoid such mistake in the future.

 Phone Communication Handling

The department is responsible for handling phone calls coming from outside. They are
responsible to answer questions of the customers and provide account related information
via telephone.

 Signature Change

If any customer is willing to change his/ her signature for any genuine reason, a form
called” Specimen Signature Card” is given to fill it. Customer is also required to submit
the photo along with the documents such as Identity card/passport/ license for the
authentication CSD staff will verify the form along with the documents. Then Specimen
Signature Card will be scanned and entered into the bank system. Hence the customer can
use his new signature for any banking purpose.

 Receiving the Visitors

The primary role of the CSD is receiving the visitors by the staff at the most frontier
location of the office. He /She bear the responsibility of receiving the client soothingly and
impressively. The visitors are there for several purposes such as meeting a particular
person, opening new account, closing the existing account, making inquiries relating to
debit card, ABBS system etc. These all are dealt by the staff sincerely with all the respect
and modesty. CSD personnel need to be calm and should posse’s good communication
skill to motivate the customer to use the service provided by the bank.CSD personnel
should not be rude because as far as customer is concerned if the personnel are rude, the
bank itself is rude.

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  Updating the Records

The CSD personnel needs to update the records if any change has occurred to the
customer’s previously submitted information as soon as new information is provided to
the CSD. There are various possibilities of changes they are discussed below:

A) Change in Address

If a change in client’s address takes place and such changes are notified to the bank for the
necessary updates of bank records, the designated staff of CSD updates the record as per
procedure mentioned here.

Pre-requisites

 Valid signature of account holder on the request letter.

 A return request from the client.
 Checking and Processing
 Verify signature on the letter.
 Ensure whether the phone number is changed.
 Enter new address in the computer system.
 Send acknowledgement letter of client's new address.
 Designated staff checks” maintenance history” from client system of fiancé plus to
ensure that the new address is correctly entered.
 Keep clients request letter as well as acknowledgement letter sent by the bank.

B) Change in Signature:

In the following circumstances, change in signature is asked by the client.

 Change in writing habit

 Change in ownership.
 Change in authorized person/office bearer etc.

For uninterrupted operation of accounts such changes are notified to the bank in writing
for necessary updating of banks record and change of specimen signature cards. On
receipts of such messages, the designated staff of CSD updates the records as procedure
maintained.

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  Dealing with Different Customer Problems

Various problems are faced by the customers while using the services of the bank.
Customers bring their problem to the CSD first. Especially problems related to ATM
machine were encountered frequently during my stay in that department. Sometimes the
debit card would get stuck inside the machine such card is taken out from the ATM and
kept in CSD. The customers can collect such cards from the CS desk. If money couldn’t
be withdrawn from the ATM then the customers come to CSD and the staffs there guide
the customer to pus machine. This machine is frequently used in the branches where the
bank does not have an ATM.

The debit cards are swipe on the pus machine and the amount demanded by the customer
comes out in a slip. There will be two copies of a slip naming “merchant” and “customer”.
The merchant copy is signed by the customers and then submitted to the teller. The teller
verifies the signature and recompenses the amount referred in the slip. The customer copy
is given to the customer for the reassurance of the amount taken out from the card.

 Filing and Documentation

Filing and documentation are very important task that the CSD staffs do. The entire paper
work has to be done simultaneously to the computer work. There are different files for
filing different documents. The account holders’ form, their signature cards, and their
request slip all are filed in separate files. The void cheques are also filed. The request for
debit card issuance is mailed to the card center daily. Such request is printed out and filed
in a separate file. Similarly the account statement issued and cheque issued are printed and
filed. The authorized letter received by the CSD is also filed.

 Distribution of share allotment slip and certificate

The internee also distributed the share certificate and the share allotment slip with the
fulfillment of all the documents from the customers.

 Implementation of KYC policy

We live in an era where the customer is king. Banks and financial institutions need to
obtain detail background and information about the customers so that they are in position

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to make rational decision whether the customer relationship and transaction carries
significant risk or not. The banks may become the vehicles for money laundering, terrorist
financing and other unlawful activities that may arise mainly due to inadequate
information about the customers and monitoring their transactions. NRB has issued the
KYC guidelines for all the banks and financial institutions. Hence, the internee maintained
effective KYC policy and obtained details background and information about the
customers to ensure that all persons conducting business transactions are legitimate.

2.2 Problems Solved

During internship program, although Global IME Bank is able to meet the changing need
of the customer’s in spite of that some problems have been analyzed and the best suitable
measures have been taken to minimize the problem and solved them while working in
Customer Service Department.
Following are some of the problems faced working during internship and the internee has
tried to solve the problems. So to handle these problems following steps has been taken.

 Communication problem
Some of the customers were locals with minimum education qualification. They didn’t
have proper knowledge regarding the terminologies used in forms, vouchers etc. as forms
are in English language.

To solve this problem the internee translated those terminologies in simple and
understandable words, which helped them to fill up the forms correctly and easily in short
period of time.

Along with this problem, the internee also another type of problem in communication with
handicapped customer, who was dumb as well as deaf. The intern communicated with him
through written process i.e. writing in paper and getting reply back. In this way this type of
problem also solved.
 Work load problem
It is the common problem faced by most financial institutions. At the opening and the
closing time working of work load is very high. So, sometimes it is difficult to provide
immediate service to the customers, which lead to dissatisfaction of the customers.

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To solve this problem, there was increment in the number of working hands even of
another department. This helped to reduce the work load problem. At the same time more
customers got required facilities, which directly benefited the bank.

 Complaint handling
It is most important problem among the above problems. It is not handled properly. It
directly affects the banks and results in customer dissatisfaction. It will stop transacting
with the particular bank and switch to other bank which are eagerly waiting to provide
them service. Grievances are the problems associated with bank which is faced by
customers during their transaction period.
To solve this problem the internee being in CSD played an important role. The internee
tried to create good impression towards the customers by being keenly interested to their
grievances properly.

 Unsystematic Handling of Things

Unsystematic management leads to failure. Unsystematic handling of things is also a
problem. It is not a big problem, but if it is not managed properly and timely it directly
affects the efficiency of the banking activities.

To solve these problem things were managed in a systematic way, so they are readily
available wherever and whenever needed.

For example: At CSD cheque order request were taken and they were issued. Main
problem was that when the customers visit bank and request for their cheque book, if it
would take long time to search for the respective cheque book, this would be a time
consuming acts and might result towards customer dissatisfaction.

Once the internee faced such type of problem and after this she became much aware and
didn’t let that happen again. The internee kept the entire cheque book very safely and in
proper place, so that at the time when customers want their cheque book, they wouldn’t
have to wait for long.

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  Hesitations of customers
This type of problem is related with the psychological aspects (customer’s behavior) of the
customers, so quite difficult to identify. Some customer hesitates to convey their problem
to the related staffs.

For e.g. sometimes if customers do not know about how to fill up the form or even if they
have to ask for simple information, they prefer not to ask about it. The bank can’t read the
mind of each and every customer who visited the bank.

To solve this problem taking initiation to ask customer regarding their problem frequently
and create the friendly environment for them, so that they will feel at ease and themselves
convey their problem. The internee did the same.

 Problem related to the change of rules and regulations:

The rules related to the operation of the banks, the interest rates, the charges are revised
time to time to cope with the dynamic environment but the customers don’t easily accept
the change.
To solve this problem the CSD officer should inform the customer about the change, its
need and relevance to the organization which is really a hard and tedious job to perform.

 Problems related to the mal-functioning of the ATM Machines

Another problem that the CSD officer should face daily is to manage the angry customer
who had to face problems due to malfunctioning of the ATM machine. The CSD officer
clarifies the actual scenario and apologies if it is due to the fault of the machine otherwise
pointed out the fault of the customer.

To solve this problem the internee calmly handled the situation with no anger at all.

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2.3 Intern’s Key Observation

During our working period we came to know the following things through our
observation:

 Transforming the academic bookish knowledge into the practical knowledge and to
understand how the concepts and theories are applied in the real working
environment
 Learning professional attitude and learning the value of time.
 Courtesy that we have to maintain during the work time.
 The way we have to deal with the customer and the patience to deal with the
aggressive customer.
 The difficult situation that we have to face during the working
 The team work that is needed in order to accomplish the task
 Cooperation and mutual understanding to each other.

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 CHAPTER III

LESSION LEARNT AND FEEDBACK

3.1. Key Skill and Attitudes Learnt

 The first and the most important thing learnt throughout the internship period were
to deal with the real world situations and how to work and behave in the corporate
world. I got an opportunity to know about the real working environment and the
different aspects of the managerial practices in Global IME Bank.
 Learned about the corporate culture. Understood about the authority and
responsibility relationship among the various managerial and subordinate levels in
the hierarchy of the commercial banks.
 The exposure to practical environment has increased my experiences and
confidence to tackle with the real word problems.
 Learned how to behave with the seniors and colleagues and make good
relationship with them.
 Learned how to speak, function and work in corporate way. It helped me in
developing my interpersonal skills.
 Learned a way to answer the queries of customers and provide them with best
possible solutions.
 Handling the work pressure was one of the important attitudes developed while
working in the bank.
 Being a partial employee, punctuality was one of the attitudes developed while
working in the bank.

3.2. Feedback to the Organization

By working as an intern at Global IME Bank and observing it’s recording the Bi. Bi. Ni.
Form returned from different place custom office. That verifying the customer has cleared
their goods from custom office and procedures some areas of improvement has been
identified. Therefore, the following measures are recommended to the bank for enhancing
its performance:

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  Customer satisfaction is the most important thing in any organization. But it was
seen that some of the customers of the bank were not satisfied by the time taken to
render service. Thus taking this into consideration GBL should focus more on
providing quick and satisfactory services to the customers.
 GBL should increase the number of ATM machines both within and outside the
valley so as to attract more customers towards the bank.
 There is large number of over staffing in GBL so it should downsize lots of staff
and in GBL there is lack of younger employees also.
 Adopting efficient marketing strategies to encourage more of the customers will
help GBL to successfully compete with other banks.
 Though at present GBL is providing training programs to its employees at a certain
level, it should organize such programs on a regular basis so as to enhance the skill
and competency of staff.
 It was also seen that the customers had to wait for a longer period of time in the
cash counters due to limited counters with which the customers were dissatisfied.
Therefore, GBL should also try to increase the number of cash counters to
minimize the waiting time of the customers.

At last, I would like to request GBL Bank that it should conduct the training program to
the employees of all departments on how to effectively use the new technology in this
global competitive world.

3.3. Feedback to College/University

By working 8 weeks as intern at Global IME Bank, Puspalal Chowk Branch, I have
experienced working environment and learnt various skill and attitude while performing
tasks in banking sector. As a student, I would like to provide following feedback to the
University:

 Time constraint: Eight weeks internship program is insufficient for learning

overall functioning of the department at its core depth.
 It will be better to provide internship program at 8th semester because conducting
such program at 6th semester was very hectic for Students.

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 The supervisor/ guide of the college were unable to provide proper supervision
during the internship period.
 More emphasis should be given to practical knowledge and real world situation
rather than the theoretical knowledge
 The university should develop the crucial relationships to the organizations so that
they may not face problems thorough out their internship programs.
 Lack of supervision from the college
 Last but not least basic training or workshop should be provided for the students
prior the intern.

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 References

 Global IME Bank Limited, Annual Report (2011/2012)

 Global IME Bank Limited, Puspalal chowk,Nepalgunj

URL Reference

 www.globalimebank.com
 www.google.com

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