Table of Contents

CHAPTER I 1

INTRODUCTION 1
1.1 BACKGROUND 1
1.2 OBJECTIVE OF THE INTERNSHIP 2
1.3 Background of Mega Bank Limited 3
1.3.1 Company Mission and Vission 4
1.3.2 Values 5
1.3.3 Objective of the company 5
1.3.4 Commitment to clients 6
1.4 Major Market and Customers 6
1.4 Products and Services 6
1.4.1 Deposits 7
1.4.2 Loan and Advances 8
1.4.3 Other Services 9
1.5 Organization Design and Structure 10
The organizational chart of MEGA BANK NEPAL LTD. is as follows 12
1.5.1 Board of Directors 14
1.5.2 Management Team 15
1.6 Area of Operation 16
1.6.1 Clearing department 16
1.6.2 Credit Administration Department 17

CHAPTER II 19

ASSIGNMENTS UNDERTAKEN DURING INTERNSHIP 19

2.1 Activities Performed in the Customer Service Department (CSD) 19

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 2.1.1 New account opening 19
2.1.2 Account closing 21
2.1.3 Creating sub account 21
2.1.4 Issuance of Cheque book and ATM card 22
2.1.5 Filling Know Your Customer(KYC) form 22
2.1.6 Attending and guiding Customer 23
2.1.7 Activating Dormant Account 23
2.1.8 ATM block request 23
2.1.9 Filing the documents 24
2.1.10 Problems Identified 24
2.1.11 Problems solved 24
2.2 Activities Performed at Retail department 25
A retail bank is a bank that works with consumers, offering basic banking services like
checking accounts, savings accounts, loans, and more. Retail customers are members
of the general public taking care of personal needs (as opposed to organizations such
as governments and businesses that might need more complex services). 25
2.2.1 Credit Card Marketing 25
2.2.2 Consumer Durable Loan (CDL) 28
2.2.3 My Assignments in Retail department 28
2.2.4 Challenges Faced 28
2.2.7 Possible Solutions 29
2.2.8 Lesson Learnt 29

CHAPTER III 30

PROGRAM WORKPLACE RELATIONSHIP 30

3.1 MANAGEMENT INFORMATION SYSTEM 31
3.2 MARKETING MANAGEMENT 31
3.3 CONSUMER BEHAVIOR 32
3.4 MANAGERIAL COMMUNICATION 32
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 3.5 STRATEGIC BRAND MANAGEMENT 32

CHAPTER IV 33

CONCLUSION AND RECOMMENDATION 33

4.1 CONCLUSION 33
4.2 RECOMMENDATION TO ORGANIZATION 34

BIBLIOGRAPHY 35

ANNEX 37

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 CHAPTER I
INTRODUCTION

1.1 BACKGROUND

An "internship" is an opportunity offered by an employer to potential employees, called

"interns", to work at a firm for a fixed, limited period of time. Interns are usually
undergraduates or students, and most internships last for any length of time between one
week and 12 months. As per the partial fulfillment for the degree of MBA course
requirement of Pokhara University, the students are required to prepare an internship report
being involved in an established organization. The internship period is for 8-9 weeks.
Internships offer students a period of practical experience in the industry relating to their
field of study. This experience is valuable to students as a means of allowing them to
experience how their studies are applied in the real world, and as work experience that can
be highly attractive to potential employers on a candidate's CV.

As a part of the MBA program, the college under Pokhara University authorizes
this internship program with the motive of blending theoretical knowledge to practical
experience. This task was assigned to me for our development and exposure in real-life
corporate condition. I accomplished this internship program at Mega Bank Nepal Ltd.
As stipulated by the University, during my eight weeks at Mega Bank Nepal Ltd. I found
that the organization had very friendly and co-operative working environment, which made
me easy to accomplish my project and experience the practical knowledge that should
be possessed in the organizations culture. And it also helped me in making my report.

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1.2 OBJECTIVE OF THE INTERNSHIP

The main objective of this internship program is to get a practical insight into the real-life
activities of the financial institutions such as banks and be prepared for the practical work
experience in the future by gaining practical knowledge and ideas about the banking
operations from Nepalese perspective. Beside this, the specific objectives are as follows:
The general objectives are listed below:
 To find the use of MBA Knowledge in today’s banking system.
 To identify the various activities done under Credit administration department and
operation department
 To examine different product and services offered by Mega Bank Nepal Ltd.
 To enhance the communication, interpersonal and public relation skill through
direct interaction with the staffs and the customers
 To gain real workplace experience
 To observe realistic view of the professional world to the students whereby they
can connect their theoretical knowledge into practice
 To find the various Banking functions and performances.

Details of Internship at Mega Bank Nepal Ltd.

Table No. 1 Details of workplace

Address New Baneshwor , Kathmandu
Position Junior Assistant
Department Credit administration department
and clearing department

Working Duration Eight weeks

Work Hours Eight hour per day
Name & Designation of Mr. Avishek Raj Khanal
Internship Supervisor (Relationship Manager)

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 Name & Designation of Dhiroj Shrestha,
Internship Supervisor at AIM Program Coordinator

1.3 Background of Mega Bank Limited

Following the completion of all regulatory requirements, Nepal Rastra Bank had issued
Mega Bank its Operating License on 4th Shrawan 2067 and the Bank had commenced
banking operations from 7th Shrawan 2067. Now with the Bank having completed seven
years of operations is on its way to realizing the aspirations of 1,219 Promoters who
comprise primarily from With an authorized capital of NPR 11.50 billion, Issued Capital of
NPR 10.46 billion and Paid up Capital of NPR 10.29 billion, Mega Bank Nepal Limited is
one of the nation’s premier financial institutions consistently living its Service Pledge to
conduct business by continually creating mutually beneficial relationships with all its
stakeholders; Customers, Shareholders, Regulators, Communities and Staff. The Bank
realizes that its success is directly correlated with the pace at which it fosters its relationship
with its stakeholders, so that in every step of its journey, both parties’ benefit, succeed and
grow together.
middle class families spread over 63 Districts of Nepal. The promoters held the vision to
establish a national level Class ‘A’ full service Commercial Bank which was made a reality
by an experienced and able Management Team and staff members driven by a Mission to
provide Banking services to the entire economic strata of the Nepalese society from ‘Halo
to Hydro’.
Halo to Hydro or from Plough to Power is the slogan which drives the Mega Team in
furthering banking services.
The Bank has 101 branches, 14 extension counters and 74 Automated Teller Machines
(ATMs) throughout the country in addition to 119 Branchless Banking (BLB) centres and
2000+ Mega Remit agents.

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Mega Bank offers a wide range of Banking products and financial services to the Corporate,
Mid-Corporate, SME, Consumer and Micro customers through a variety of delivery
channels.
The Bank is committed to delivering the highest level of professional financial services with
a personal touch, not only to those who are already within the formal banking arena but also
those who till date, have been outside it. Mega Bank is committed to providing financial
solutions to not just the top, middle or bottom of the pyramid, but to strive towards providing
financial solutions and economic linkages to the ‘Entire Economic Pyramid’.
In line with the Bank’s vision to cater to the needs of the people from ‘Halo to Hydro –
Plough to Power’, the Bank has created a separate Mega Micro Banking unit to provide
micro finance services to the low income and deprived populace of the country. Through
this program, the Bank provides small size loans and mobilizes small savings amongst
entrepreneurs and low-income groups and seeks to provide other Banking products and
services that fit their requirements. Our micro Banking corporate slogan states: “Financial
Inclusion For Economic Empowermen”.

1.3.1 Company Mission and Vission

The seed planted by the Bank's Promoters in their initial deliberations form the core of
Mega Bank's Vision, Mission and Values. The ethos driving the institution forward today
is the vision and mission of being the Banker of every Nepali, from Halo to Hydro (Plough
to Power). With this value of inclusive banking forming the core of the Mega culture, the
institution aims to deliver Service Excellence to create mutually beneficial relationships
with all our stakeholders.

Each and every member of the Mega Team is committed to delivering Service Excellence
and working towards providing five-star quality banking to Customers, Shareholders,
Regulators, Community and the Staff, creating, building and strengthening relationships of
mutual benefit.

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1.3.2 Values
In order to achieve the mission, the institution is committed towards Mega Value (S. T. A.
R. S.)
 Service Centric
 Transformational
 Action oriented
 Result Focused
 Synergistic

1.3.3 Objective of the company

The principal objectives of Mega Bank Nepal Ltd. are as follows:

 Promotion of national economy, society and individuals.
 Enhancing market share.
 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.
 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.

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1.3.4 Commitment to clients
 Provide service with high degree of professionalism and use of modern technology.
 Create long-term relationship based on mutual trust.
 Respond to customer needs and speed and accuracy.
 Share their values and beliefs.
 Grow as their customers grow.
 Provide products and service at competitive pricing.
 Ensure safety and security of customers’ valuables in trust with us.

1.4 Major Market and Customers

Mega Bank Nepal Ltd. encourages potential individuals and corporation to have a good
financial and other operational relationship. The Bank has now spread its operation to
different places, serving customers of all area of society. Today MBNL has many products
that are tailored to suit customers’ requirements. It has a large client base that consists of
multitudes of diplomatic and aid agencies, NGOs, INGOs,Nepal Telecom,Nepal
Electricity Authority,Civil Aviation Authority Nepal,Kathmandu District Court.
1.4 Products and Services

A Bank is established with the motive of providing various services to the customers.
MBNL offers a wide range of deposit products and services to their customer. It brings
convenience of networked branches/ATMs and facility of E-channels like Internet, and
SMS Banking. Mega Bank Nepal Ltd. provides various kinds of products. The product and
services provided are categorized below:

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1.4.1 Deposits
Deposit is the major source of funds upon which the bank grows. It is the funds that are
brought to the bank from the general public, which helps it in the creation of credit. Bank
launch different deposit related scheme to attract customer. The different type of products
schemes tailored by different financial product provider to cater effectively to the
customer's needs. MBNL offers two types of deposits to its customers i.e. interest bearing
accounts and non interest bearing account.
 Interest bearing accounts are those accounts that have been maintained at the bank
for which interests have to be paid to the account holders. Such accounts are saving
deposits, call deposits, and fixed deposits etc.
 Non-interest bearing accounts are those accounts that have been maintained at the
bank for which it doesn’t pay any interest to the customers, like current accounts.
Some of the major deposit products that MEGA BANK NEPAL LTD. offer to their
customers are:

 Mega Lokapriya Bachat Khata

 Mega Subharambha Bachat Khata
 Mega Shareholder Bachat Khata
 Mega Swabhiman Bachat Khata
 Mega Srijanshil Nari Bachat Khata
 Mega Young Star Saving Account
 Mega Youth - MY Bank@ Campus Account
 Mega Karmachari Bachat Khata
 Mega Current Deposit Account
 Mega Fixed Deposit Account
 Mega Utkrishtha Bachat Khata
 Mega Sarbapriya Bachat Khata
 Mega Jeevan Sathi Bachat Khata
 Mega Swornim Bachat Khata
 Mega Rising Savings Account
 Mega Corporate Benefit Savings Account
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  Mega Remit Savings Account
 Mega Matribhumi Savings Account
 Special Current Account
 FX Current Account
 FCY Call Account
 FCY Current Convertible Account
 Saving Account
 FCY Fixed Deposit Account
 Mega Dollar Savings Account

.
1.4.2 Loan and Advances
MEGA BANK NEPAL LTD. provides loan and advances to various sectors of the
economy including priority sector. The loan and advance provided can be categorized as:

a) Corporate and Business Loans:-The bank offers corporate and business loan to large
corporate and institutional customers including public sector entities and service them with
offerings ranges from loans to meet operational funding requirements as well as service
related to strategic expansions, syndications, project finance etc.
b) SME Loans:-This is a tailor made loan product devised with special focus on the needs
of Small and Medium Sized Enterprises to meet their financing requirements in a
convenient manner.
c) Mortgage:- Both represent personal credits given to individuals on the basis of their
income level and value of mortgaged property.
d) Personal Loans:-Retails loans largely comprise of auto finance, home loan and credit
card and consumer durable loan. Other personal loans like Mortagage and Mortgage Plus
are personal credit given to individuals on the basis of their income level.
e) loan against FD and Government securities: Mega FD loan is a loan facility provided
against the pledge of FD receipt. Mega loan against government securities is a loan facility
provided against the pledge of government securities.

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f) Letter of Credit (LC): -The banks can open Letters of Credit in many countries through
its expanding list of corresponding banks to facilitate the import requirement of its
corporate/business clients.

1.4.3 Other Services

Any activities involved in accepting and safeguarding money owned by other individuals
and entities, and then lending out this money in order to earn a profit is banking services.
MEGA BANK NEPAL LTD. BANK offers different services. They are:
a. Any branch banking services (ABBS): - This facility of MEGA BANK NEPAL LTD.
BANK enables a customer to enjoy various activities like deposits and withdrawal from
any branch inside the country. The bank doesn’t charge any commission inside and outside
the Kathmandu Valley.
b. Automatic Teller Machine/ Debit card: - The bank has joined hands with Visa card to
access a network of about 74 ATMs.

c. Prepaid International Dollar Card: Prepaid International Dollar card is a USD

denominated international prepaid card which the customers can use for cash withdrawal
in all the ATM terminals under VISA network in any part of the world (except Nepal and
India) and also for purchases.

d. Internet Banking: - This facility is also known as ebanking which is offer by bank.
With the help of ebanking customer can perform balance enquiry, view account summary,
make payment of ADSL bill, recharge mobile phone, payment of school fee, cheque stop,
etc. through the use internet. Internet Banking is available through www.MBNL.com.np
for both retail and corporate customer of the Bank. This online banking channel provides
customers having a PC and internet connection on, access to banking services 24x7 from
anywhere.

e. SMS Banking: - This facility of MEGA BANK NEPAL LTD. BANK alert customer
about any transaction being held in their account like amount deposit or withdrawal, view
mini statement, buy recharge cards, payment of internet bills, utility bills, etc.

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f. Utility Payment: - MEGA BANK NEPAL LTD. BANK provides utility payment
facilities like payment of NTC postpaid mobile bills, payment of NTC telephone bills,
Ncell recharge. Customers—both accountholders and non-accountholders—of the bank
can pay their telephone bills, insurance premium, school and college fees (for those
intuitions having tie- up with MBNL Bank) with the bank’s branches free of charge.

g. Remittance: - Remittance can be achieved via following ways:

 SWIFT transfers are inter-bank transfers that can be used to make payments to an
account of a local or foreign beneficiary electronically. Customers (account holders) can
receive payments from foreign banks using our SWIFT facility.

h. Safety Deposit Locker: This is one of the popular auxiliary services of the bank. MEGA
BANK NEPAL LTD. offer safe deposit locker facility to account holders. For the safety
and convenience of valued customers MEGA BANK NEPAL LTD. has maintained safe
deposit boxes at their branches. Customers can opt for these vaults of varying sizes as per
their needs to keep whatever they deem valuable.

1.5 Organization Design and Structure

Organizational structure is a system used to define a hierarchy within an organization. It

identifies each job, its function and where it reports to within the organization. This
structure is developed to establish how an organization operates and assists an organization
in obtaining its goals to allow for future growth. In other words, Organizational structure
determines the manner and extent to which roles, power, and responsibility are delegated,
controlled, and coordinated, and how information flows between levels of management.
An organizational structure can be defined as the formal and informal framework of
policies and rules, within which an organization arranges its lines of authority and
communications and allocates rights and duties.

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The organizational chart of MEGA BANK NEPAL LTD. is as follows

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Fig 1: Organizational Structure
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The design and structure of the bank consists of various levels of owners and the staffs.
Organization structure denotes the distribution of authorities, responsibilities and resources
in an organization. The hierarchy of MEGA BANK NEPAL LTD. starts from the Board
of Directors followed by the CEO and other committees.

To conduct the day-to-day operations of bank smoothly and efficiently, various

departments, divisions, branch and sub-branches have been set up. In the changing context
of the economy and the monetary policy with financial globalizations following
deregulations and the monitoring, Mega Bank Nepal Ltd. has tried to fit itself by providing
new organizational structure to encourage professionalism in the working of the MBNL
Bank bank’s system.

1.5.1 Board of Directors

The board of directors of the MEGA BANK NEPAL LTD. consists of 7 members that
include one chairman, 5 Directors and 1 Independent Director
Table no. 1.1: Board of Directors
Mr. Bhoj Bahadur shah Chairman

Mr. Gopal Khanal Director

Mr. Madan Kumar Acharya Director

Mr. Mukti Ram Pandey Director

Mr. Indra Bahadur Malla Thakuri Director

Mr. Bal Krishna Siwakoti Director

Mr. Shiva Devi Kafle Independent Director

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1.5.2 Management Team
MEGA BANK NEPAL LTD. BANK Bank is managed by a professional management
team. The members of the management have proven track record in the banking sector.
The management team consists of the following personalities.
Table no.:1.2 Management Team
Executive Committee Members:
Mrs. Anupama Khunjeli CEO

Mrs. Raveena Desraj Shrestha DCEO

Mr. Mahesh Sharma Dhakal Chief Business Officer

Mr.Tulsi Ram Pokhrel Chief Administrative Officer

Mr. Sharad Tegi Tuladhar Chief Risk Officer

Mr. Pramod Dahal Head- Compliance & Company Secretary

Mr. Bijay Giri Head- Learning, Development & Service

Excellence

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1.6 Area of Operation

1.6.1 Clearing department

This is the section which collects all the cheques received of the other banks and then goes
to the clearing house for the exchange with the respective branch through a mediator known
as Nepal Clearing House(NCH) so that the customers get their payment amount on time. I
was involved in outward clearing department during my time in internship. Following tasks
are conducted in clearing department

 Ensuring that the cheques are in proper condition i.e. damaged

 Ensuring the client have not done any mistake in cheques or missing signature,
phone number A/C payee in case of organization or company
 Entering the outward cheques in the system
 Ensuring that cheques are properly stamped
 Posting the information of cheques in NCH for its exchange
 Preparing the report of accepted and rejected cheques
 Deducting charges from respective client account
 Posting entries of accepted cheques and informing the respective client for
rejected cheques with reasons.

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Therefore, the major function of Clearing is to make banking easier for customers.
Basically, the goal is to not only help the customer have a good experience and exchange
their cheques in the respective branch, but to offer them an experience that exceeds their
expectations. Several key points are listed as follows:

 Know your products - Know what products/ service you are offering and be an
information expert. Provide true information to customers and pass on to seniors to
handle in case of confusion.
 Body Language/Communication - Most of the communication that we relay to
other is done through body language. If we have a negative body language when
we interact with others it can show lack of care.
 Anticipate Guest needs - Nothing surprises your customer more than an employee
going the extra mile to help them. Always look for ways to serve your customer
more than they expect. In doing so it helps them to know that you care, and it will
leave them with the “Feel Good Factor”.

1.6.2 Credit Administration Department

The Credit Administration Department’s (CAD) responsibility is to make sure that all
financing facilities are well documented. The main functions of CAD include
preparation of all loan documents, record keeping and safe custody of all type of legal
documents, arrangement of disbursement of loan facility once security documents are
complete, liaising with the Bank's lawyers, frequently reviewing portfolio / credit and
security files, etc. An excellent turnaround time is ensured in the department.

I got an opportunity to assist as an intern in Credit Administration Department for 6 and

half weeks where I came to know what exactly the department does. From loan processing
to its disbursement CAD is responsible for proper documentation of respective clients,
checking where the all required criteria are met by the clients or not, preparing the legal
documents as required in the offer letter for credit facility and properly filing and safe
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keeping of legal documents. Although CAD is centrally operated in MBNL I was placed
at New Baneshwor Branch II as a CAD personnel due to the high volume of credit client
in that particular are. During my tenure in New Baneshwor Branch II as a CAD personnel
I perform following function which are”

1. Actively involve in credit marketing, approval, and disbursal and monitoring to the
extent of need of the business.
2. Quality of credit memorandum
3. Superior Quality of credit files with high Level of compliance
4. Maintain & develop relationship with key existing & prospective customers.
5. Timely calls/Visits and update information
6. Proper care and monitoring of customer and their business to obtain relevant
information ( from Various Sources) and to identify associated risk with credit ,
key risk factor and ways to overcome them.
7. Maintain and prepare reports as required by the management of the bank.
8. Prepare the legal documents of the client.
9. Follow up for insurance and renewal of insurance policy to ensure up to date
insurance of collateral kept with the institution.
10. Scanning and sharing the document with legal and central CAD for further loan
processing for its disbursement and renewal.
11. Cross Sell of products.

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 CHAPTER II
ASSIGNMENTS UNDERTAKEN DURING INTERNSHIP

2.1 Activities Performed in the Customer Service Department (CSD)

Customer Service Department is the one of the most important department in the bank as
it deals directly with the customer. This department provides the entire general banking
facilities which includes account opening, distribution of cheque and ATM cards,
providing necessary forms, vouchers, preparing different applications for the customers.
The CSD is also responsive for clarifying the customer’s general queries, informing about
bank’s products and services.
General activities performed during the intern are listed below:

2.1.1 New account opening

It is the initial and phase of the acquiring the products and service of the bank. For
opening the new account in the bank the customer must go through certain
procedure and fulfill all the required genuine documents and minimum balance as
per the nature of the account.

 Requirements for the new account opening

For Individual account

1. Copy of citizenship certificate for Nepali national.
2. Copy of Embassy registration issued by Embassy of India, Kathmandu, for
Indian national or copy of valid passport for other foreign nationals
3. If the accountholder is minor then birth certificate of the minor and
citizenship certificate of the guardian.
4. One copy of recent photograph should also be obtained.

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 For sole proprietorship account
1. Company Registration Certificate
2. Renewed Tax Certificate
3. Citizenship Certificate of the Proprietor
4. One recent photograph of the account operator

For partnership account

1. Letter of partnership duly signed by all partners

2. Copy of partnership Deed duly attested.
3. Certified copy of partnership Registration
4. Citizenship certificate of all partners
5. Income tax registration/renewed certificate.
6. One copy of recent photo
7. Minute for clarification of the account operator with signature of all
partners.

For non-profit making organization account

1. Articles and Memorandum of association
2. Certificate of registration, name list of directors, identification of the
directors
3. Board minute for opening account, delegation of authority for account
operation.

For Limited Company account

1. Registration Certificate
2. Memorandum and Articles of Association
3. Operation Commencement Certificate (For Public Ltd. Co.)
4. Resolution of Board of Directors regarding Opening and Conduct of an
account
5. Tax Certificate
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 6. One recent photograph of the account operators
Passport / Citizenship Certificate

Procedure of account opening

In order to open the new account the concerned person must be self present at the bank
with all the original documents required. The customer should fill up the form and
provide all the necessary information and the signature by which the account is
operated, for security reason finger print has also been made mandatory by NRB. In
case of the firms and organization the stamp is also required. The customer should
deposit at least the minimum balance required as per the nature of account. The
introducer’s signature is verified and if it is ok then further procedure is carried out
with entry in the Pumori and the unique account number is generated and approved by
the Accounts Services Department.

2.1.2 Account closing

For closing the account the customer should be present at the bank and fill up the
account closing application where one should provide the name, account number,
reason for closing the account and return all the cheque and ATM card.

2.1.3 Creating sub account

Customer can create a new sub account under the old account client code.For this the
customer needs to fill up the one page sub account form.The customer needs to mention
the old account client code. In this new sub account the customer can operate with the
same old signature or the new one but the authorized signature for opening the new
sub account should be the old one. Also make the deposit as per the account features.
But it is to be noted that a client cannot operate multiple accounts of similar nature like
(Mr. A cannot have 2 savings accounts in the same bank).

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2.1.4 Issuance of Cheque book and ATM card

In the initial the cheque is issued the day after the account is opened with normally 10
leaves or more as per the requirement.

Further the cheque is issued a day after receiving the requisition slip with name,
account number and signature of the accountholder and name and signature of the
bearer if the bearer is different person than the account holder. It is also issued on the
same day as per the customer’s urgency.

ATM card takes a bit longer time to be issued than the cheque book as it is centralized
and printed by Card Center. The respective PIN and card are numbered serially as per
their issuance. The charge for the new ATM card is Rs 250 per annum and is valid for
5 yrs. The customer can opt to pay in bulk and receive waiver for one year.

The cheque and ATM are issued after taking the signature of the account holder or
bearer’s signature in the register and verifying their signature.

2.1.5 Filling Know Your Customer(KYC) form

“Simply saying Know Your Customer is the fundamental principle used in identifying
who the customers are, their background information and monitoring their transaction
in order to mitigate banking risk arising out of these customers.” - Manandhar, K.D.
and Pokhrel, S.B. (2012). ‘Marketing Finance Services’
The KYC form contain the data like the customer’s account number, account type,
purpose of account opening, source of fund, list documents obtained/not obtained from
the customers, riskiness of the customer’s account opening to the bank.

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2.1.6 Attending and guiding Customer

CSD is the front office department where the customer initially comes with queries or
in order to get the bank’s product and services. All the general information is provided
to the customer through the CSD. Likewise general procedures are also carried out from
the CSD regarding accounts, remit, etc.

2.1.7 Activating Dormant Account

Dormant Account is an inactive account which has not made transaction by cheque for
six month or more. The cheque of this type of account will not be transacted until it is
activated. For this customer must be self present and fill up the account activating form.
If the customer fills up the form from any branch and make a manual debit or credit
transaction, the account will be activated immediately.

2.1.8 ATM block request

Normally customers block the ATM because of loss of the ATM and apply for the new
ATM cards. The other reason may be the policy of the bank as one accountholder can’t
take more than one ATM card, or the customer may be going to the abroad likewise for
other different reasons. Further the customer must fill up the ATM block request form
with the accountholder’s name account number, if possible card number, reason for
blocking the card and the cardholder’s signature. After the signature is verified the
ATM is blocked instantly then after the card will not be useable unless the cardholder
comes own self to unblock the card.

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2.1.9 Filing the documents

For the gaining the file promptly whenever required the systematic filing is compulsory
in the organization. The documents were filed in the different order based on its type,
account number, date, etc.

2.1.10 Problems Identified

During the course I faced the following problem:

 Lack of adequate number of staff to handle the customers and deliver the service
promptly
 Lack of effective marketing around the location of the bank
 Due to communication gap disorder occurred in normal functioning of the bank in
some occasion.
 Due to high liquidity low interest rate is provided by the bank so, it is difficult to
attract new customers.

2.1.11 Problems solved

During the course I provided assistance in solving some problems. Some of the problems
solved by the intern are as follows:
 Dealing with the customers and providing necessary guidance to them
 Briefing about the products to the customers
 Helping the customers to fulfill the procedures for different services of the bank.
 The intern helped in filling up the forms and applications for the customers
depending on the nature of customers.

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  The intern helped in maintaining records of ATM issuance, E-banking passwords
issuance, Supplement form filled up by existing customer
 Proper filing of the documents

In Mega Bank Nepal Ltd., I got to work in CSD as well as retail department. Apart from
that other works that I was involved in were:
 Studying system and its working process
 Helping supervisor in his work
 Working in the Pumori
 Product evaluation
 Conducting CSD department
 Assisting in retail department
 Selling and cross selling retail products

2.2 Activities Performed at Retail department

A retail bank is a bank that works with consumers, offering basic banking services like
checking accounts, savings accounts, loans, and more. Retail customers are members of
the general public taking care of personal needs (as opposed to organizations such as
governments and businesses that might need more complex services).

2.2.1 Credit Card Marketing

A credit card is a payment card issued to users (cardholders) to enable the cardholder to
pay a merchant for goods and services, based on the cardholder's promise to the card
issuer to pay them for the amounts so paid plus other agreed charges. The card issuer
(usually a bank) creates a revolving account and grants a line of credit to the cardholder,
from which the cardholder can borrow money for payment to a merchant or as a cash
advance.

Eligibility to get this Card

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For a person to be eligible for Credit Card following are the terms.

1. Applicable to Nepalese Citizen Only

2. 22 years of Age (Primary Applicant)

3. 16 years of Age (Supplementary Applicant)
4. Monthly Minimum Income of NPR 10,000 for salaried applicant & NPR 12,000 for self
employed.

List of required documents:

1. Credit Card Application Form
2. Professionals & salaried individuals.

 Annual Salary Certificate from the Employer (At least 2 years of Service).

 Copy of Citizenship

 Latest Photograph.
3. Partnership/Proprietorship/Self-employed
 Business in operation for 3 Years

 Company Registration document/s

 Latest Tax certificate and financial statement

 Copy Of Citizenship & Latest Photograph

4. No income documents required for those who would like to take a credit card against:
 Lien on Fixed Deposit / Current or Savings Account With Mega Bank Nepal Ltd.

When will Customer receive the Card?

 Processing for Credit Card Application will take total of 7 days.(excluding

Holidays)

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  On the 8thday CADC can hand over the card to the customer with the PIN for
Kathmandu valley Branch, for outside valley Branch the timeline depends upon the
time taken by the courier service to deliver the card to the branch.

Credit Limit and Cash Limit

Credit limit is the limit assigned to the card as per the eligibility criteria, MBNL offers
Credit Limit up to NPR 250,000. Cash limit is the Limit that is the part of the Credit Limit;
it is not a separate limit, MBNL Offers NPR 16000 or 50% of Credit Limit whichever is
less. This limit is for cash withdrawal through ATM, either do a purchase or cash
withdrawal it will impact your Credit Limit.

What Can Customer Do with the Card?

•Purchase at Merchant Outlet that supports Credit Card

•Cash Withdrawal from ATM Machine

•Online Transaction using VBV (verified by Visa) at online merchants that accepts MBNL
Credit Card.

How Customers get the statements and when?

•Statements will be delivered in the Email Id of the client, in the registered Email address
provided at the time of application

•Statements will be delivered on 25thof Every Month as per the Gregorian calendar.

Statements show due, What Next?

•Walk into the nearest MBNL Branch and fill up a voucher for payment of credit card

•Can make payments on both cash and cheque (cheque payments are subject to clearing)

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•Other way of making payments is Direct Debit from MBNL Account Holder, Customer
can choose to make payments from 10% to 100% of Outstanding amount.

2.2.2 Consumer Durable Loan (CDL)

Consumer Durable Loan is yet another strategic product to support Retail bank business of
the bank. It is offered to individuals with verified regular income sources to purchase
consumer durables. The list of product/brand which will be financed under this facility will
be recommended by the Retail Bank. The major objective of this product is to establish
MBNL as a consumer friendly bank, dedicated to retail business and ultimately help cross
sell other products of the bank.

2.2.3 My Assignments in Retail department

I. Marketing and sales of credit card and consumer durable loan

II. Obtaining necessary documents for processing credit card and CDL
III. Preparing CM and forwarding it for approval
IV. Forwarding approved CM to card center for credit card printing
V. Informing customers to collect cards and activate it simultaneously
VI. Informing customers to collect Delivery Order and Credit Facility Letter in case of
CDL for product purchase.

2.2.4 Challenges Faced

The challenges faced at this department are.

 Lack of manpower
 Lack of information flow to customers.

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 New rules were not properly communicated.
 Websites were not updated properly
 Had to deal with different customers with different attitude

2.2.7 Possible Solutions

 Flow of information about the changed rules and regulations.

 Update website of the bank time to time
 Updating process and information about changes in standard tariff charges of credit
card and CDL.
 Increasing manpower and creating manuals for new comers.
 Proper handling customers and providing quality service for customer satisfaction
and retention.

It has equal number of consumers flow like CSD so it has to be more organized and up to
date so that no customers return without proper service. Half information is always fatal so
one should know each and everything about the rules, regulations, terms, conditions and
requirements. In this scenario service is effective and efficient.

2.2.8 Lesson Learnt

 Communication is always the best tool in any kind of business.

 Learnt some basics about credit card and non secured loan etc.
 Process of CM approval.
 Screening customers and evaluating credit worthiness.
 Effectively dealing with the customers.

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 CHAPTER III
PROGRAM WORKPLACE RELATIONSHIP

In our MBA structure Internship is mandatory and is basically for our application of
theoretical knowledge into practical scenarios. Being a student of AIM we got to learn
about so many aspects and sharp our skills. And internship is one field where we can apply
those skills and gain practical insight into it.

So to fulfill this requirement I started working at Mega Bank Nepal Ltd. Naxal. I was
mainly explored to work in the CSD department and Retail department. In MBNL Bank,
CSD is solely run by the interns so I was also the part of it. Here I got to learn about
products of MBNL, interest rates, schemes, facilities and most importantly I learned to deal
with different types of people. Here listening plays a vital role. Many of the skills learned
in consumer behavior and marketing lectures were used in this time period.

Working environment in MBNL Bank was really nice. Staffs at MBNL Bank were
cooperative and they all helped me in this report making by giving useful insight into the
banking process and day to day tasks. Every day I use to learn different aspects of customer
service. Helping them with their queries and getting “thank you” in return were some of
the real workplace experiences. Many times it was my or any other interns’ interest and
involvement that made many people’s tasks possible. And to perform these critical works
that can make or break the name of MBNL Bank, knowledge that we gained from various
courses in AIM helped a lot.

And another aspect that we cannot deny is that real banking scenario is different from what
we have learned in colleges. They are broad in terms of situations and assumptions. In
actual working environment we face situations were these knowledge is not enough.
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However the theoretical knowledge and skills that we learn in process of MBA course do
help to create our career base from which we can start our work smoothly.
In this period also I came to realize that these lectures and theories do help us understand
the basics of business, our customers, dos and don’ts of corporate sectors. It helps us define
what is requirement of tasks that we face in actual workplace. For instance dealing with
hundreds of customers daily would be a big deal and tedious if I didn’t have knowledge
about various aspects of consumer behavior and marketing management. So here is the list
of few subjects the helped me perform my work as per required.

3.1 MANAGEMENT INFORMATION SYSTEM

Bank is a part of growing commercial sector and the way it is increasing MIS is very
important factor. And MBNL Bank uses Pumori as the software. I had an opportunity to
use the software and also become familiar using it. So knowledge of being in the lower
level of pyramid was very fruitful in terms of learning and utilizing MIS knowledge into
practical.
Entire banking system is run through the system and it also keeps back up for any kind of
situations that they might face. So having knowledge how these functions are operated and
done helps function well in any scenario.

3.2 MARKETING MANAGEMENT

As a part of CSD representative Retail Banking, I was also brand promoter and the one
who could create better marketing impact. I was able to implement all the relevant
knowledge that I learnt in my marketing class. The planning and monitoring the
performance of a process was way easier than before. Application
of knowledge, skills, tools, techniques and systems to define, visualize, measure, control,
report and improve processes with the goal to meet customer requirements profitably. So
for this the knowledge acquired through marketing management was very useful.

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3.3 CONSUMER BEHAVIOR

As banking is service industry understanding consumer behavior helps performing our job
more easily. What they wanted from us and how can we provide it in a manner that they
become a loyal customer should always be in our mind. And the techniques, and the theory
that we need to understand the various aspects of CSD, Consumer behavior subject helped
me a lot. Various buying behaviors and the various aspects such as geographic,
psychographic components that we studies in this subject gave an insight to the different
types of customers that I dealt in both CSD & Retail department.

3.4 MANAGERIAL COMMUNICATION

Communication skills are basics for front line staffs. Managerial communication skills
helped me a lot to gain confidence to speak in various situations like when we have to give
information. For instance while briefing about bank’s product and services, the customers
were properly described about the features and usefulness of those products to them.
MBNL has segregated and introduced products based on various categories of customers
like- children, women, senior citizens, general public, army, etc. They were properly
communicated of those products that were specifically designed for them. Managerial
communication helped us learn about these situation and ways to deal with customers in
such a way that it makes the information intact and effective.

3.5 STRATEGIC BRAND MANAGEMENT

MBNL Bank launched so many schemes and because of its brand value and the goodwill
many customers are loyal since ages, from the time it was established. Brand management
helps to build brand equity, brand perception, brand value. It’s the logo, symbols, signs
that are used in that that creates the familiarity among the brand and the customers. MBNL
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Bank being one of the leading brands in banks has built its own image and won trust of so
many customers weather they are national or international customers.

CHAPTER IV
CONCLUSION AND RECOMMENDATION

4.1 CONCLUSION

This starting nine weeks in MBNL Bank is to learn about the actual work place scenario.
In these past nine weeks I got to learn so many things about the customer behavior, ways
to tackle with various customer and realized patience is always the mantra for have a good
relationship with customers. It also taught me about the various banking functions and I
got answers to so many questions regarding how, where, what regarding the services that
banks provide.

This period was a fruitful one for me. I am glad to be able to assist my host organization to
solve some of its problems. Not only that, I have myself learned a lot about organization
cultures, the importance of time management, importance of Information management, and
even how an organization strives towards market leadership. Through this period I learnt:

 How to deal with different types of customers.

 How to persuade people with fact information. While working in CSD and
marketing department, intern got chance to learn about communication skills
 How to make professional approaches in the organization
 Importance of time management and significance of meeting deadlines
 To follow the organization culture and the discipline that must be maintained once
you are in the organization.

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 To work in team and adjust accordingly with the rest of the members of the
organization.

4.2 RECOMMENDATION TO ORGANIZATION

On the basis of my staring nine weeks at MBNL Bank, I would like to recommend
following things:
 Periodic maintenance of the equipment so that they won’t get out of work
during the operation time.
The machinery and equipment of bank frequently get out of work. In my 2 months
of internship, the cheque printer was out of work for almost 2 times. During my
internship period the system of MBNL did not working properly for a day at that
time employees were not able to do their work and customers had to return without
getting the service. So this might be the negative impact towards the customers.
 Provide Training Program
Regular training programs should be provided to the staffs that lack knowledge on
the technical part of the job like how to operate computer software, office package
etc.
 Proper time table for departure and lunch
Proper time table for office arrival, departure and lunch must be implemented. They
should provide enough number of employees to the branches in order to finish their
task timely.
 It is observed that the employees were overburdened so they have to stay till late at
night. In this way their efficiency is affected and hiring more employees can reduce
their workload.
 I suggest the bank to promote E-banking service in a better way informing the
procedure to us it and its safety issues so-that customers can utilize this service
without any hesitate. These are Alternate Delivery Channels that provides banking
service without having to visit banks physically.
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  More innovative product and services should be introduced to retain customers and
to attract new customers such as Indian railway online ticket reservation service,
Air ticket reservation, etc.

BIBLIOGRAPHY

MBNL Bank
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  Annual report, MBNL
 Various Account Opening forms
 Brochures

Book References
 Manandhar, K.D. and Pokhrel, S.B. (2012). ‘Marketing Finance Services’
 Shrestha, Manohar Krishna (2007). ‘Financial Markets and institutions’
 Gautam, R.R, Gurung R, Pokherel J, Kandel R.J, Sigdel S. (2008). Foundation of
Financial Institutions & Markets
 Wheelen, T.L. & Hunger,J.D.(2002). Op.cit.109

Websites:
 www.MBNL.com.np
 www.nrb.org.np
 www.google.com
 www.wikipedia.com

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 ANNEX
Inside Valley & Surrounding ATM

Serial No. Name Address

1 Basundhara ATM Basundhara Chowk, Near Ishan Hospital, Basundhara, Kathmand

2 Bhaktapur ATM Surya Binayak, Bhaktapur

3 Boudha ATM Opposite To Bouddha Stupa, Kathmandu

4 Chabahil ATM Chabahil

5 District Court ATM District Court Premises, Babar Mahal, Kathmandu

6 Durbarmarg ATM Annapurna ATM Lounge,Kathmandu

7 Head Office ATM ATM Lounge,MBNL Bhawan, Babarmahal, Kathmandu

8 Kalanki ATM Near Samsung showroom, Kalanki

9 Kamalpokhari ATM Jain Bhawan, Kamalpokhari, Kathmandu

10 Kantipath ATM Opposite Jyoti Bhawan, Kantipath, Kathmandu

11 Kuleshwor ATM Kuleswhor, Kathmandu

12 Kumaripati ATM ATM Lounge, Near UFO, Kumaripati

13 Lubhoo ATM Lubhoo Branch Premises , Lalitpur

14 Maharajgunj ATM Saleways Department Store, Kathmandu

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15 Mangal Bazaar ATM Mahapal, Lalitpur

16 Naxal ATM Naxal Branch Premises, Naxal, Kathmandu

17 New Baneshwor ATM ATM Lounge, New Baneshwor, Kathmandu

18 New Road ATM Joshi Plaza, New Road, Kathmandu

19 Putalisadak ATM Putalisadak Branch, beside Honda Show Room

20 Sitapaila ATM Sitapaila Chowk, Ringroad, Kathmandu

21 Sundhara ATM Civil Mall ATM Lounge, Sundhara, Kathmandu

22 Thaiba ATM Thaiba Branch Premises,Lalitpur

23 Thamel ATM ATM Lounge, Tridevi Marga, Thamel, Kathmandu

24 Thapathali ATM Singha Mahal, Kathmandu, Nepal

25 Tripureshwor ATM Beside Mayaram Bholaram Petrol Pump,Tripureshwor Chowk, K

Outside Valley ATM

Serial No. Name Address

1 Banepa ATM Tindobato, Kavrepalanchok

2 Belbari ATM Belbari Chowk, Belbari-3, Morang Near to west Bus-stand

3 Bhairahawa ATM Nayasadak-7, Siddharthanagar, Rupandehi

4 Biratnagar ATM Rangeli Road, Morang

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5 Birgunj ATM Adarsha Nagar, Birgunj

6 Birtamod ATM Anarmani 4, Bhadrapur Road, Birtamod

7 Butwal ATM Traffic Chowk, Butwal, Rupandehi

8 Chandrauta ATM Shivaraj Municipality - 6, Chandrauta, Kapilvastu

9 Dailekh ATM Narayan Bazar, Dailekh

10 Damak ATM Damak-10, Jhapa, Nepal

11 Dhangadhi ATM Bus Park Road, Kailali

12 Dharan ATM Dharan Mahendra Path (Koshi Rajmarg, Collage Road mode)

13 Doti ATM Silgadi, Doti

14 Gorkha ATM Gorkha Nagarpalika, Kalimati, Gorkha, Gandaki , Nepal

15 Itahari ATM Itahari – 1 Hatiyaline,Near to Samudhaik dental hospital

16 Janakpur ATM Infront of Nagarpalika Building, Bhanu Chowk, Janakpur

17 Jeetpur ATM Jeetpur Branch Premises, Jeetpur, Kapilvastu

18 Lahan ATM Lahan Branch Premises,Siraha

19 Manigram ATM Tilottama, Manigram, Rupandehi

20 Manthali ATM Manthali Bazar, Ramechhap

21 Murgiya ATM Sainamaina Municipality,Murgiya

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22 Narayanghat ATM Bharatpur Munucipality Ward No-4, Shaheed Chowk, Narayanghat, C

23 Nepalgunj ATM Nepalgunj Medical College's Entrance, Nepalgunj

24 Palpa ATM Palpa, Tansen-4, Silkhan Tole

25 Pathari ATM Pathari Bazar, Pathari-1, MorangPathari-1, Morang

26 Pharsatikar ATM Pharsatikar, Rupandehi

27 Phidim ATM Main Gate, Phidim 1, Panchthar

28 Pokhara ATM Pokhara

29 Pokhara ATM ATM Lounge, Lakeside, Pokhara

30 Urlabari ATM Urlabari, Morang

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List of Branches
S.N. Branch Name S.N. Branch Name
1 BABARMAHAL MAIN BRANCH 40 BHALWARI BRANCH
2 BANEPA BRANCH 41 CHARNUMBER BRANCH
3 PUTALISADAK BRANCH 42 GORUSINGE BRANCH
4 BUTWAL BRANCH 43 WALING BRANCH
5 POKHARA BRANCH 44 ARYABHANJYANG BRANCH
6 DHARAN BRANCH 45 TAMGAS BRANCH
7 BIRATNAGAR BRANCH 46 DRIVERTOLE BRANCH
8 LUBHU BRANCH 47 SANDHIKHARKA EXT
9 THAIBA BRANCH 48 RAMNAGAR EXT
10 THAMEL BRANCH 49 BANGAI EXT
11 NEWROAD BRANCH 50 URLABARI BRANCH
12 NEPALGUNJ BRANCH 51 BELBARI BRANCH
13 DHANGADI BRANCH 52 TARAHARA BRANCH
14 KUMARIPATI BRANCH 53 PATHARI BRANCH
15 CHABAHIL BRANCH 54 DUDHE BRANCH
16 DOTI BRANCH 55 LETANG BRANCH
17 BIRGUNJ BRANCH 56 KERABARI BRANCH
18 KIRNE BRANCH 57 GOLCHHA CHOWK BRT

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 19 MANTHALI BRANCH 58 MADHUMALLA BRANCH
20 DAILEKH BRANCH 59 CHANDRAGADHI BRANCH
21 KANTIPATH BRANCH 60 ITAHARI BRANCH
22 NARAYANGADH BRANCH 61 KERKHA BRANCH
23 DHUNCHE BRANCH 62 SITAPAILA BRANCH
24 BHAKTAPUR BRANCH 63 MUKTI CHOWK BIRTAMOD
25 KALANKI BRANCH 64 DURBARMARG BRANCH
26 BIRTAMOD BRANCH 65 GORKHA BRANCH
27 MAHARAJGUNJ BRANCH 66 PHIDIM BRANCH
28 JANAKPUR BRANCH 67 KATARI BRANCH
29 LAHAN BRANCH 68 THAPATHALI BRANCH
30 CARD AND ADC 69 TAPLEJUNG BRANCH
31 TRAFFIC CHOWK BUTWAL 70 SALLERI BRANCH
32 MANIGRAM BRANCH 71 BANESHWOR BRANCH
33 JEETPUR BRANCH 72 NAXAL BRANCH
34 PHARSATIKAR BRANCH 73 KAMAL POKHARI BRANCH
35 SUNAWAL BRANCH 74 BHAIRAHAWA BRANCH
36 MURGIYA BRANCH 75 DAMAK BRANCH
37 CHANDRAUTA BRANCH 76 PALPA BRANCH
38 THUTIPIPAL BRANCH 77 LAMKI BRANCH
39 CHUTRABESI BRANCH

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