Executive summary

United Bank Limited (UBL) is one of the largest commercial banks in Pakistan having
more than 1,000 branches inside the country. Its 15 branches outside the country are in
the United States of America, Qatar, UAE, Bahrain, and Republic of Yemen. It also has
representative offices in Teheran, Iran, and Almaty, Khazakstan. Agha Hasan Abedi
founded the bank in 1959. In 1971 the Government of Pakistan nationalized it. In 2002,
the Government of Pakistan sold it in an open auction to a consortium of Abu Dhabi
Group and Bestway Group. Since its privatization the bank has been successfully turned
around and remains a robust and strong performer in all major segments of its operations.

Each year UBL recruits and hires a number of undergraduate and graduate interns to
work in various positions throughout the organization. Internships have been a part and
parcel of UBL's history, offering a streamlined and comprehensive Internship Program
that encourages learning with emphasis on assigned projects. At UBL, internships are all
about identifying the right resource, giving him or her hands-on experience in the
corporate work-environment, and providing maximum possible exposure in the least
possible time. Internship process begins with screening followed by interviews,
induction, rotation and a sound farewell with due compensation. They believe in
accommodating students as interns from different walks of life so as to provide them with
a platform for learning with the objective that they can learn more about the work
environment along with their studies. They encourage those to apply who are eager to
grasp and pave their own path towards excellence. I have also done internship in united
bank limited, credit card department. They first gave me training and after getting the
training I also perform tasks given by the team leader and learn many things during this
internship. The workings at the bank has a direct relation with every thing we have
studied in the university.

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 History of the Company

UBL was established in 1959 and is one of the major commercial banks of Pakistan. The
bank is engaged in Commercial & Retail Banking and related services domestically and
overseas. The Bank is making every effort to meet the up-coming challenges through
strategic planning and making the best use of the resources at its command. A
professional team was appointed in mid 1997 to restructure the bank and to commence
rightsizing. The management is also in the process of rationalizing the branch network
and identifying and recovering its doubtful and classified portfolio. It has planned to
institute major improvements in customer services and internal systems to improve
efficiency. It also intends to launch innovative products. The bank is increasing resource
mobilization through regular deposit campaigns and accelerating the process of recovery
of outstanding advances and non-performing assets.

Operational Structure

UBL operates 1375 domestic and a subsidiary viz. United Executors and Trustees
Company Ltd. as on 30.06.2000. It has 20 overseas branches situated in the UK, USA,
UAE, Yemen, Bahrain and Qatar. It also operates one offshore branch in the Export
Processing Zone, Karachi and it has representative offices in Cairo-Egypt and Tehran-
Iran. It also has a joint venture – Oman United Exchange Co., Oman Muscat and a
subsidiary – United Bank A.G. Zurich, Switzerland set up in 1968. It has 21 ATMs with
8 in the UAE, 3 in Bahrain, 1 in Doha, 7 in Islamabad and 2 in Karachi.

UBL has assets of over Rs. 300 billion and a solid track record of forty six years - in
addition to the convenience of over 1000 branches serving you throughout the country
and also at several overseas locations

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Date Established
November 7, 1959

Chairman
His Highness Shaikh Nahayan Mabarak Al Nahayan

Deputy Chairman
Sir Mohammed Anwar Pervez OBE

President & CEO

Mr. Atif R. Bokhari

Branches
1078 Domestic, 17 Overseas Branches

Representative Offices
Tehran
Kazakhstan
China

Subsidiary
United Bank AG Zurich, Switzerland
United National Bank Limited, UK (Joint venture with NBP)
UBL Fund Managers Limited

Associated Company
Oman United Exchange Company, Muscat
UBL Insurers Limited

Offshore Banking Unit

Export Processing Zone, EPZ Branch, Karachi, Pakistan

Head Office
State Life Insurance Corp. Building #1,
I.I. Chundrigar Road, Karachi, Pakistan
P.O. Box No.: 4306
Phone: (92-21) 111-825-111
Gram: "UNITED"
Fax: (92-21) 2413492

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Board of Directors

Name Designation
His Highness Shaikh NahayanMabarak
Chairman
Al Nahayan
Sir Mohammed Anwar Pervez, OBE,
Deputy Chairman
HPK
Mr. Atif R. Bokhari President & CEO
Mr. Omar Ziad Jaafar Al Askari Director
Mr. Zameer Mohammed Choudrey Director

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Mr. Muhammad Javed Malik Director
Dr. Ashfaque Hasan Khan Director
Mr. Aqeel Ahmed Nasir Company Secretary & Chief Legal
Mr. Aameer Karachiwalla SEVP/Group Chief Financial Officer

Locations

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With an integrated network of over 1000 branches in Pakistan as well as Overseas, UBL
gives direct access to a comprehensive range of better banking facilities to help monitor
business locally as well as internationally.

Services

Commercial banking: If one have a small or medium-sized business, UBL can assist
with the right mix of banking services that will help, manage and grow ones business.
Their experts will facilitate in the varied financial situations that one come across.

Agricultural
Foreign Currency Savings
Foreign Currency Term Deposits Receipts

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 Rupee Transactional Account (RTA)
Regular Term Deposits Receipts
Small Business
Special Notice Deposits Receipts
UBL Business Partner
UBL Wallet
UBL Profit
Unisaver
UBL PayPlus (loan against salary)

Corporate banking: Their mission is to serve all your corporate needs and ensure your
full satisfaction through product innovation, personalized banking, and top notch service.

CBG – Offers full spectrum of services

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Consumer Banking: In UBL one get friendly, efficient and attentive personalized
banking services - a unique banking relationship experienced by each UBL client. You
can utilize the following services

UBL Address
UBL Businessline
UBL Cashline
UBL Credit Card
UBL Drive
UBL Money

SCOPE OF STUDY

Although United Bank limited is of the leading bank in Pakistan and has a big network of
branches all over Pakistan, which are offering many services to the people. But the scope
of the study is limited to UBL civic center branch Melody, Islamabad. A number of
operations are being performed in there, just like any other branch of UBL. Since it is

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difficult to cover all the aspects of the organization within the limited period of six weeks,
therefore, the focus of the study has been limited to the CREDIT CARD Department of
the branch.

OBJECTIVES OF THE STUDY

In this study i want to analyze the functions performed and services being offered by the
United Bank Limited, Credit Card Department. In this context its objectives are:

• To analyze the Credit Card Department operations

• To gain practical knowledge of working environment.
• To explore my knowledge, skills and abilities and try to fill the gaps if necessary.

LIMITATIONS

• As we know that the banking operations are not very much simple to understand and
then perform so it is very difficult to learn, analyze and then practically perform those
function in a short period of six weeks. So because of this the focus of the study has
been limited to the CREDIT CARD Department of the branch.

• As we know that bank don’t disclose some information because it might be too much
sensitive for the bank like the hidden charges etc so my study also suffered from this,
they don’t tell me that what are the hidden charges on the credit cards by which the
bank earns profits on it.

METHODOLOGY OF THE STUDY

The study makes use of two types of data.

Primary data

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The data collected for the first time is known as primary data. The sources of primary
data are:

• Unstructured interviews of the staff.

• Observation made during the internship.

Secondary data

The data, which has gone through mathematical and statistical techniques after it has
been collected, is known as secondary data. The sources of secondary data are:

• Annual report of bank

• Various circulars of the bank

• Manual of department

• Reading material available at bank

• Brochures

• Books

• Internet.

ABOUT INTERNSHIP

The definition of an internship is: ¨a student or a recent graduate undergoing supervised

practical training¨. The main goal for an internship period is for students to get to know
about working within an organization. I started my internship program from 2 nd July 2007

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In United Bank Limited (Credit Card Department). I was selected by Human Resource
Department of UBL and placed at Credit Card Sales Department Civic Branch
Melody under the supervision of Mr. Amir Munir Puri. In the first week of internship
they simply trained me and explain the different type of credit cards they offer, eligibility
criteria, and charges on different cards and in the end how to sell them. After passing
through one week of training session I move towards the market to apply all these
techniques which I have learned to gain practical experience.
In training they simply explain what is credit card, what are the benefits and reward they
are giving to their customers. Then they teach me that how they sell a credit card then I
come to know that they are following the same communication techniques which I have
studied in my business communication course. They teach me that how they
communicate with their customer on the phone for this they show me a page on which all
the 7 C’s which I have studied in business communication course are written they fully
emphasize on it. Then I came to know that they have made teams and every team has it
own team leader. The team has to sell specific no. of credit cards which are set by the
Regional Manager. The targets are set for each team and for achieving these targets, the
team leader set the targets for each member of the team.And then the team leader work
with his team to fulfill the required target. There were 12 members in each team and
commission is paid on each card sale to the member of the team who sells it. While
convincing customers for using UBL credit card they told us to follow certain tips which
are following:
• Pitch should be low
• Give respect to customer
• Speak politely
• Should have full knowledge about the product so that you can answer any
question which can be raised by customer
• Way of communication should be impressing
• Don’t try to humiliate your customer
• Should talk in a friendly environment
• Don’t lie

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 • Terms and conditions should be clear to the customer

Following information about the credit card is given by them:

WHAT IS CREDIT CARD?

Credit card is a plastic money which you can bring anywhere in
the world and can use anywhere for shopping or for buying anything else. Credit card
ensures you the security of your money.

UBL CHIP CREDIT CARD

Welcome to the world of UBL Credit Cards. Pakistan’s 1st Chip Credit Card that
guarantees you both enjoyment and high value. It assures you global acceptability in
more than 22 million establishments worldwide in 130 countries and in more than 12,
000 outlets within Pakistan. CHIP based credit cards have globally proven to be the most
secure way of conducting credit card transactions. This unique high tech CHIP
guarantees your financial security while conducting transactions on credit cards, both
within Pakistan and around the world.
Galleria - Picture Card

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Your choices say a lot about your personality. Shouldn't your Credit Card! Being
different was never so easy! Now UBL Credit Card gives you the flexibility to make a
statement by letting you design your credit card in almost any manner you want. Galleria,
by UBL Cards is Pakistan’s first picture credit card that gives you freedom of choice and
expression as you can now customize it with your favorite image and make your credit
card as unique as you are.

Personalize your card with a picture of your choice on it. Choose whatever you think defines you
or represents your personality, your passions, your style or your likes. Perhaps you could put up
pictures of yourself, your loved ones or anything you please. It’s entirely up to you. For the first
time ever in Pakistan, a card that lets you express your true self.

REWARD PROGRAMES

UBL – PSO Road Miles

Spend Rs. 5000 anywhere on your UBL Credit Card and get
guaranteed free petrol from any PSO outlet nationwide. If you spend
more, you get more fuel. So keep driving, keep smiling

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 Talk time
Spend Rs. 5000 anywhere on your UBL Credit Car and get free
minutes on your mobile connection. What’s more, you also get a
mobile connection with your UBL Credit Card. If you spend more, you get more minutes.
So talk freely, stay connected

Classic Rewards
In case our esteemed customers prefer point based catalogue rewards, they can opt for
Classic Rewards and redeem points accumulated for an exciting variety of gifts, or they
could opt for the cash back option.

CAMPAIGNS & PROMOTIONS

Cash Advance
Capture and print great moments of life with UBL Credit Card’s Instant cash Advance
Facility. Every time you withdraw Rs. 10,000 or more from UBL ATM Machine or UBL
Credit Card’s Payment Branch you have a chance of winning a Canon Digital Camera A-
530 or a Canon Photo Printer iP1200 through a lucky draw

Winter Travel Package

This Year UBL Credit Card offers you an amazing Winter Travel Package. Fly off to
your dream destination and have the perfect holiday with your family/friends.

FEATURES & BENEFITS

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 Low Balance Transfer Rate
Now you can really save big time with your UBL Credit Card Balance Transfer Facility!
You have the opportunity to pay off balances you owe to other banks through your UBL
Credit Card on a low balance transfer rate. Transferring your balances to your UBL
Credit Card is simply a phone call away, just call our 24-hour “You First Phone Banking”
at 0800-11-825. You can also fill in the Balance Transfer form included in the Welcome
Pack and mail it to the UBL Card Centre address mentioned on it. Alternatively, you may
simply use the drop box facility available at all designated Card Payment Branches
nationwide to forward your application.

Cash Advance
You can now withdraw cash through your UBL Credit Card’s instant cash advance
facility from any designated UBL Card Payment Branches nationwide and more than
780,000 ATMs and financial institutions worldwide displaying VISA/PLUS logo. The
service charges for cash advance will be applied from the day of the transaction. A cash
advance fee will also apply for each cash withdrawal.

4 Free Supplementary Cards

To share the value, excitement and benefits of your UBL Credit Card with your loved
ones, your UBL Credit Card offers you up to 4 free supplementary cards.
For your convenience, both your own, and the supplementary card transactions will be
clearly itemized in your monthly statement. This will let you know at a glance how the
spending took place and who spent how much, hence making it easier to manage the
spending on each of your cards. The more spending there is on your supplementary cards,
the more Free Road miles, Free Talk time or Classic Reward points are earned on your
account. Also, the supplementary card holder benefits by earning instant and exciting
UBL Chip Rewards on his/her own card.
The limit on all supplementary cards can be controlled according to your instructions at
the time of application, or later by a simple phone call to UBL’s 24-hour ‘You First
Phone Banking’ at 0800-11-825. To apply for a supplementary card now, please fill in
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the supplementary card application form and mail it to the UBL Card Centre.
Alternatively, you may simply use the drop box facility available at all designated Card
Payment Branches nationwide to forward your application.

Buy Today, Pay Later

Your UBL Credit Card gives you the financial flexibility to buy today and pay after a
month at no extra charge. You have the option of paying a minimum 5% of the
outstanding balance or any other amount of your choice up to your total account balance.
A service charge of only 3% per month will apply to whatever remaining unpaid balance
that is carried forward.

Credit Guardian
UBL takes care of its Credit Card members payments in time when they cannot. Our
Card members can now get total peace of mind and insure themselves against unforeseen
emergencies. In the event of any temporary disability where UBL Card member is unable
to pay his/her monthly dues, Credit Guardian will allow payment of the outstanding
monthly amount. Moreover, in the unfortunate event of permanent disability or death, the
entire outstanding amount will be waived off. Credit Guardian Facility is available for a
minimal fee, charged automatically on the card balance every month. Card members can
opt for this facility by calling our 24-hour “You First Phone Banking” at 0800-11-825.

Free Travel Accident Insurance

Each time our Card members use their UBL Credit Card to purchase airline, train or bus
tickets, they are automatically covered against any sort of accident that might befall them
while traveling:The coverage amounts are:
� Classic Card: Up to Rs. 3.5 Million
� Gold Card: Up to Rs. 7 Million
Zero Loss Liability
Isn’t it comforting to know that if you lose your card, you have nothing to worry about!
You are covered for all fraudulent charges made on your card as soon as it has been

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reported lost to us. So make sure that you report the loss immediately upon discovery at
UBL’s 24 – hour “You First Phone Banking” at 0800-11-825. Rest assured that with your
UBL Credit Card, you are completely secure against loss and theft.

PRACTICAL EXPERIENCE

When the training session is finished then they put me in a team. The team members and
the team leaders warmly welcome me in their team and boost up my motivational level.
All the team members were very much dedicated and motivated they help me a lot by
guiding me at every step. My team leader assigns me the task to take at lest 7 new
customers and I successfully done this job by applying all the learning’s which I had
gained from the training session. The process of making credit card is “If the customer is
willing to take UBL credit card firstly they fill the application form and fulfill the extra
requirements like 6 months bank statement, NIC photocopy, salary slip, telephone bill,
bill of another credit card if any etc. After doing this credit card department checks the
eligibility of the customer weather to issue gold or silver card based on his salary or
monthly income. Department also confirm the information weather it’s correct or not.
They also confirm the addresses given by the customer by sending his own representative
to the desired address. Now after doing all this process credit card department sends
applications to Karachi for completing the final procedures of credit card”.
Every morning the team leader talks with the team member’s listen to their queries, solve
their problems, set targets for that day and motivate them.

WHAT I HAVE LEARNED?

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 • This internship bridge a gap between university study and the working world,
allowing me to experience the roles, expectations and behaviors of the working world.
• I come to know about my strengths, interests, problem solving skills and abilities
to deal with clients and work under pressure. This internship program helps me allot in
increasing my confident.
• Team working is an essential part of any successful business. I have learned how
to work in a team, how to perform as a member of a team, help and support other team
members.
• I have also learned how to manage different task in the short span of time.
• This internship will also help me to improve my communication skills, as well as
also build up my confidence because in this internship I have a direct interaction with
the customers.
• I have also analyzed the working environment, which helps to settle me quickly in
future employment.

RELATED TO STUDIES:
Infect all the workings in the internship has direct relation with the studies. Like if we see
that when we sell the credit card, For this the employee should have strong
communication skills by which he may convinced the customer to get credit card so we
also have studied a whole course of business communication. We have also study the
course of HRD and we also see that they first trained their employees and continuously
monitor them. And also gave them training if there are innovations in their products.
They are working in teams which we have also studied that in modern world the concept
of teams or groups are becoming a key to improve the performance of the company. The
subject of organizational behavior also I have studied in my organizational behavior
subject is exactly applicable in the organization environment. I have also taken the
subject of communication skills which is strongly required in the job. So my studies
definitely help me on the internship and highly related to job.

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