DECLARATION

I, Ms. Shivani Shrestha, hereby declare that this report entited "An Internship Report
on Customer Service Department of Sanima Bank Limited at Sitapaila Branch "
submitted in partial fulfillment of the BBA Degree, under the Faculty of Management,
Purbanchal University, is my original work and it has been either submitted anywhere for
the award of any other degree or published for any of commercial purposes elsewhere.
Every other scholar mentioned in this report is ethically cited as per guidelines and dully
acknowledged accordingly.

I shall be ready to bear any of the charges or penalties even in the future if found any
guilty or fraud in this report.

………………..
Shivani Shrestha
P.U. Reg. No: 022-2-2-03280-2020
Date: 3rd March 2025

i
 ACKNOWLEDGEMENT

Creating a list of those who should be acknowledged is challenging because so many

people contributed in different ways to the development of this report. It is challenging to
recognize ideas that are intellectual since knowledge is cumulative in nature. However,
there are some people who must be acknowledged in public. I am thankful to Purbanchal
University for starting the internship program as the partial completion of a Bachelor of
Business Administration degree allows for the presentation of academic information in a
group setting and real-world experience in a learning environment. Having an internship
was a fantastic experience.

Foremost, I would like to express my heartfelt gratitude towards Mr. Rishi Ram Kandel
(Campus Chief of College) who allowed me to get bachelor's degree under this college.

Similarly, I would like to give sincere thanks to Mr. Krishna Hari Bhandari (Bank
manager) who provided an opportunity to have internship in this organization.

Moreover, my thankfulness goes to Mr. Manoj Bhattarai (Supervisor of this internship

report) for providing me all short of orientation and guide to prepare this report.

I would like to thank all the staff of the Sanima Bank for being so kind and cooperative
towards me during my time as an intern. I am also thankful to my family and friends who
provide me their valuable suggestions and helped in making this intern success.

Thankyou.

ii
 EXECUTIVE SUMMARY

This internship report is prepared to fulfill the degree of BBA under Purbanchal
University (PU). As per the requirements of the course under PL), every student is
required to take part in intern of 2 months. And after the completion of the internship. it
is compulsory to make a report on the specific topic related to the organization and so it
is the result of my internship period.
As a BBA student, it is important to have sufficient knowledge about Bank. My
internship was held on Sanima Bank Limited. SANIMA BANK commenced its operation
in 2004 promoted by the Prominent and dynamic Non-Resident Nepalese (NRNS)
Businessman. Sanima was the first private sector national level development bank in the
country to be capitalized at NPR 320 million. Sanima received the operating license from
NRB to function as a "A" Class Commercial Bank & has achieved the triumph to
establish as s 32nd Commercial Bank of Nepal. The current shareholding pattern of the
Bank constitutes promoters holding 51 percent & the public holding 49 percent. The head

office of the bank is located at Naxal.

. The general objectives of internship program are to relate theoretical studies and to
implement it on real job experience, to get the outer exposure and to study the services
provided by the customer service department. During the internship period in Sanima
Bank, real-life job experience was achieved. I spent most of the time in CSD. During the
internship substantial work was done which included preparing cheque, opening account,
filling deposit voucher etc. This is necessary for a student of BBA to learn the practical
perspective of real job as they must compete in the competitive market and should prove
themselves. Internship programs are a gateway for career development.

This report is totally based on my learning during my internship period. It helps me to

increase my knowledge as well as communication skills. I have described the things that I
have learnt during my intern and at the time of preparation of report on later chapter.

iii
 ABBREVIATIONS

ABBS : Any Branch Banking Service

A/C : Account
AD : Anno Domini
ATM : Automated Teller Machine
BBA : Bachelor’s in business administration
CSD : Customer Service Department
FM : Frequency Modulation
ID : Identity Document
KYC : now your customer.
NPR : Nepalese Currency
NRB : Nepal Rastra Bank
P. U : Purbanchal University
PIN : Personal Identification Number
POS : Point of Sale
RBB : Rastriya Banijya Bank
SBL : Sanima Bank Limited
SCT : Smart Choice Technology
SMS : Short Messaging Service
SWIFT : Society for Worldwide Interbank Financial Telecommunication
USD : United States Dollar

iv
 TABLE OF CONTENTS

Cover Page
Title Page
Approval Sheet
Letter of Organization
Declaration i
Acknowledgement ii
Executive Summary iii
Abbreviations
iv Table of Contents
v List of Tables
vii
List of Figures viii

CHAPTER I: INTRODUCTION

1. Introduction 1

1.1. Overview of the organization 2

1.2. Brief History 3

1.3. Nature of organization 3

1.4. Business volume 3

1.5. Nature and No. of the employees 7

1.6. Products and Services 8

1.7. Organizational Structure 13

1.8. Overall and Concerned Department 14

v
1.9. Objectives 16

1.9.1. Studying the chosen organization 16

1.10. Limitation 16

CHAPTER II: OBSERVATION

2.1. Observation 18

2.1.1. Function of Concerned Department 18

2.1.2. Detail of the assigned work responsibilities 22

2.1.3. Problem encountered during fulfilling work responsibilities. 23

CHAPTER III: ANALYSIS AND REVIEW

3. Analysis and Review 25

3.1. Critical analysis of theoretical concept relating to practical experiences in

departments.
25

3.2. Knowledge gain from the work assigned 26

CHAPTER IV: CONCLUSION AND RECOMANDATIONS

4. Conclusion and Recommendations 28

4.1. Contribution of internship in knowledge gain 29

4.2. General comments and suggestions for the company 30

vi
References 31

LIST OF TABLES

Table No. Title Page No.

1 Capital Structure 5
2 Shareholding Pattern 6
3 Board of Directors 7
4 Staff of SBL at Sitapaila Branch 9
5 Details of Sanima Super Saving Khata 11
6 Details of Sanima Fixed Deposit 11

vii
Figure Title Page
No. No.
1 Shareholding Pattern 6
2 Branch, ATMs, Customers, Card Issued, Employees, Extension 10
Counters, Merchants, Priority Counters, POS Machines of Sanima
Bank Limited
3 Organizational structure of SBL of Sitapaila Branch 15

LIST OF FIGURES

viii
 CHAPTER I: INTRODUCTION
1. INTRODUCTION
A bank is a type of financial institution that provides banking and other financial services
to their customers. Banks are a subset of the financial services industry and play an
important role in the global economies. They are a key player in stimulating economic
growth. Banking is an important undertaking. The movement of capital handled by banks
allows economies to grow and prosper. Businesses and governments need money to
operate, and banks act as intermediaries between the suppliers of funds and users of
funds.

"A bank is an establishment for the custody of money received from or on behalf of its
customer essential duty is to pay their draft on is profit areas from it use of the money left
unemployed by them”. – Oxford Dictionary

By this definition, Bank can easily be defined as the custodian of deposits. The
transactions in the financial market heavily depend upon the Banking system of the
country. Without Bank it would be quite impossible for the industrialist and
entrepreneurs to go directly to public for getting their savings for investment.

Origin of Bank
The word "Bank" has been arrived from Italian word "BANCO" in ancient time. In
French language it is called "BANKE" and English language it is called "Bank". In
Italian language "BANCO" means "BENCH". The evaluation of the banking industry had
started a long time back, during ancient times. There was reference to the activities of
money changers in the temple of Jerusalem in the New Testament. The development of
banking in the ancient Rome roughly followed the Greek pattern.

As a public enterprise, Banking made it first beginning around the middle of the twelfth
in Italy and the Bank of Venice, founded in 1157 was the first public banking institution.
Following it was of Venice and Genoa continued to operate until the eighteenth century.

Nepal is developing country. Banking history in Nepal is not so long. According to

historical records, our king Mandev Gunkamdev established Manank and Gunank Mudra

1
respectively. Gunank Dev borrowed money to rebuild Kathmandu in 723A.D. A
merchant named Shankhadhar paid all the depth of people and Nepal Sambat established
for the remembrance of the occasion in 880 A.D. Likewise, Jayasthiti Malla classified the
people in 4 classes and 36 castes by their occupations. One of those castes who were
engaged in money lending business at that time, named Tankadhari. During the prime
minister ship of Ranoddip Singh, "Tejarath Adda" was established as the first financial
institution of the country. At the beginning only government staffs were allowed to take
loan at 5% interest rate and public were also allowed to take loan at the same interest
against gold and silver security, "TAKSAR BIGHAG" was also established since
B.S.1989. The oldest bank in Nepal is “Nepal Bank Ltd" established in B.S. 1994 since
Kartik 30. After that so many banks established in Nepal. NRB was established in 14 th
Baishakh 2013 B.S. to do the function of Central Bank. RBB, another commercial bank
was established in 2022 B.S. Only after 2041 B.S Nepal Government allowed joint
venture public commercial banks in the country. At present, the banking sector is more
liberalized and there are various types of banks are working in modern banking system.
This includes central, development and commercial banks.

1.1 Overview of Sanima Bank Limited

Sanima Bank Limited whose head office is located at Alakapuri, Naxal,Kathmandu is one
of the leading commercial bank of the Nepal. It is promoted by a group of prominent and
dynamic Non-Resident Nepalese (NRNs) business persons. It has been functioning as an
"A" Class Commercial Bank in Nepal.

Sanima Bank Limited is committed to provide a financial solutions to our valued

customers and to achieve a healthy growth in profitability in corresponding to the Bank's
risk appetite. Sanima Bank Limited is highly dedicated towards maintaining the highest
level of ethical standards, professional integrity, good corporate governance, and
regulatory compliance. At Sanima Bank Limited, Bank are committed to the better
customer service in all areas of business through continuous improvement.

Sanima Bank provides financial solutions to the customers with a wide range of Products
and Services. Sanima Bank Limited use banking software called FINACLE BANKING

2
SOFTWARE. This software supports modern banking facilities like Mobilebanking,
SMS banking, ATM services and many more.

1.2 History of Sanima Bank Limited

The bank initially commenced operations in 2004 as a National Level Development
Bank. Since February 2012, Sanima Bank has been functioning as an "A" Class
Commercial Bank with its registered office at "Alakapuri, Naxal, Kathmandu. A" Class
Commercial Bank with its registered office at 'Alakapuri, Naxal, Kathmandu. Over years,
Sanima Bank has grown to become one of the prominent banks in Nepal, offering a range
of banking and financial service to individuals and business.

1.3 Nature of the Sanima Bank Limited

Sanima Bank is a commercial bank that offers a variety of financial services to
individuals, businesses, and institutions. Its nature encompasses retail banking services
for individual customers, such as savings and current accounts, personal loan, credit
cards, and other financial products. Additionally, Sanima Bank provides corporate
banking services, including business loans, trade finance, treasury operations, and other
financial solutions to support business growth and operations. The bank's nature also
involves contributing to the overall economy by facilizing financial transactions,
promoting saving, and facilitating investments in Nepal

A banking system also referred as a system which provide and offer cash management
services for customers, reporting the transactions of their accounts and portfolios
throughout the day, trade with financial and bank’s financial instruments, offer exchange
of currency and disburse different type of fund. The banks are the main participants of the
financial system in any country. The Banking sector offers several facilities and
opportunities to their customers. Sanima Bank Limited safeguards money and valuables
and provides loans, credit, and payment services, such as checking accounts, money
orders, and cashier’s checks.

1.4 Business Volume

Sanima Bank Limited has branches all over Nepal. Sanima Bank Limited has a total of
105 branches including branches inside and outside the valley which perform operational

3
activities of the banks. and Sanima Bank Limited has 123 ATMs, 28 extension counters,
3 priority counters and 508 POS Machines.

1.4.1 Capital Structure

Authorized Capital NRP 1500,0000,000

Issued Capital NRP 13,581,525,414
Paid-up Capital NRP 13,581,525,414
Table 1. Capital structure.

source: www.sanimabanklimited .com

1.4.2. Shareholding Pattern

Serial Number Particulars Percentage (%)

1 Promoters 51
2 General Public 49

Table 2. Shareholding Pattern of SBL

4
Source:www.sanimabanklimited.com

Shareholder patt ern

General Public
49% promoter
51%

Source: www.sanimabanklimited.com

Figure 1: Shareholding Pattern

Shareholding pattern shows how shares of a company are split among the entities that
make up its owners. It helps to control the decision-making power of the company,
election of the Board of Directors of the company, controlling the management of the
company.

Promoters may include domestic and foreign promoters. Promoters are the entities that
floated the company, and to a large extent have casts on the Board of Directors or the
management.
The shareholding pattern of Sanima bank states 51 percent promoters and 49percent
public. It means that the promoter has high authority and right then public. We can say
that the promoter has control over the management, they have the right to declare the
B.O. D and other decision

1.4.3. Boards of Directors (BOD)

Table 4. Boards of Directors of SBL

S. No. Name Position

1. Mr.Tuk Prasad Paudel Chairman

5
 2. Mrs. Gayatri Thapa Director
3. Dr. Keshab Prasad Acharya Director
4. Mr. Ramesh Kumar Pokhrel Director
5. Mr. Ashutosh Upadhyaya Director
6. Mr. Balaram Parajuli Director
Source: www.sanimabanklimited.com

Major customers
Sanima Bank Limited is a very older bank of Nepal it has linked with lots of individual
customer and institutional customers. The major customers of the bank include:

A. Individual customers
B. Institutional customers

A. Individual customers
When an account is opened with an individual name, it is called as individual account.
The person or account holder who handles that account is the individual customer for the
bank. SBL includes various types of individual customer and some of them are:
 Students
 General Public
 Senior citizens
 Salaried persons

Requirements of Individual Customer are: -

 Completed Account Opening Form (AOF)
 Copy of identification document
 Copy of document confirming verification of Residential Address
 Birth Certificate (in case of minor accounts) along with identification of the adult
operating account.

6
  Foreign currency earning source document for Nepalese/Indian nationals in case
of opening of FYC/USD Account
 Recent Photographs

B. Institutional customers
Institutional customers are a term used in the financial services industry to
differentiate retail customers and corporate customers from other financial institutions
such as banks. There are various institutional/corporate customers in SBL:
 Requirement of Institutional/Corporate Customers
 Completed Account Opening From (AOF)
 Copy of Registration Certificate or Certification of Incorporation
 Copy of Tax Registration Certificate or Pan as application
 Copy of Document verifying Registered and Trading /Operating address
 Copies if ID Documents of at least 2 of the main Directors (Including the
Managing Director) and all signatories with a significant level of authority in the
line with the requirement for personal customers.
 Copy of Document verifying Residential Address of at least 2 of the main
Directors (including the Managing Director) and all signatories with a
significant level of authority in the line with the requirement for personal
customers.

1.5. Nature and Number of the employees

Sanima Bank Limited perform with a goal of becoming the best operational excellence
and financial performance. According to the goal and nature of bank, all the members of
Sanima Bank Limited work in a problem-solving way. They are credible to their work. If
any problems arise then employees solve them by themselves. Only critical problems are
solved by the branch manager.. Works are distributed according to their position so they
do not interfere with one another work. All the members perform their work fruitfully,
collaborative and in a friendly manner. This kind of behavior makes the customer feel
full satisfied. There are 9 employees (5staff and 4guards) in this organization. Their posts
are given below:
Table 5: Staff of SBL of Sitapaila Branch

7
 Name Position

Krishna Hari Bhandari Branch Manager

Dal Bahadur Khadka Loan Department

Anjali Nepali CSD

Asmita Neupane Cash Counter
Suchitra Tamrakar
Mitra Tamang Guard
Ramesh Magar Guard
Ram Bahadur Thapa Guard
Sunita Bhandari Helper
Source: www.sanimabanklimited.com

Figure of Branch, ATMS, Customers, Cards Issued, Employees, Extension Counters,

Merchants, Priority Counters and POS Machines

8
 123
ATMS
580
105
POS
Branches
Machines

3
1000k+
Priority
Counters SANIM Customers
A BANK
LTD.

250k+
25k+
Cards
Merchants
Issued

28
1305
Extension
Employees
Counters

Figure 2. Branch, ATMS, Customers, Cards Issued, Employees, Extension Counters,

Merchants, Priority Counters and POS Machines
Source: www.sanimabanklimited.com

1.6. Product and Services

1.6.1 Products of SBL
1. Deposit Schemes
A. Sanima Super Saving Khata
Sanima Super savings is a premium savings product, which offers the highest interest.
The product will be available to individuals of all age groups who seek high-interest rates
in their savings. This account can be opened with the minimum balance of Rs.50,000.
This account provides 5.05% interest rate per annum on daily balance. This is an
attractive product for the customer to earn higher interest on saving account with free
ABBS service.

9
 Table 7: Details of Sanima Super saving Khata

O/P Balance NPR 50,000

Rate of Interest 5.05%
ABBS Free
Interest Payable Monthly
Source: www.sanimabank.com.np, 2024

B. Fixed Deposit
A fixed deposit account is a type of account offered by Sanima bank with a specific
feature. There are 4 types of schemes under fixed deposit account with varying time
periods. They are 3 months, 3 to 6 months, 6 to 9 months and 1 year and above.
Concerning the amount depositors want to deposit the interest rate will be different.
Under this account interest is payable monthly, quarterly and at maturity.
(Sanima Bank Limited, 2024)

Table 8. Details of Sanima fixed deposit

For Individual
Time period Interest Rate (in %)
Monthly
1 month to below 3 months N/A
3 months and Above 5.15

For Institution
Time period Interest Rate ( in%)
Monthly
1 months to below 3 months N/A
6 months and above 4.5
Source: www.sanimabank.com.np, 2024

10
C. Sanima Nari Bachat

Sanima Nari Bachat Khata is savings deposit scheme specially designed for our female
customers. Sanima Nari Bachat is focused for the women only to provide convenient
banking experience. This account can be opened with zero balance which provides 3.05%
interest rate on daily balance. The interest is payable monthly. Along with this 50%
waive on safe deposit locker charge

D. Senior Citizen Savings

Sanima Senior Citizen Savings account is specially designed to fulfill senior citizens
saving deposit requirements. This scheme is applicable for individuals of the age group
50 years and above. It requires a copy of citizenship or valid passport and pp size photo
of applicants. Its interest rate is 3.05% and paid monthly.

E. Special salary Account

Sanima Salary Account is a corporate sol dry account scheme designed for institutional
employees. This is a special product that brings you and your employees the best in
banking solutions. Sanima Special Salary Account saves time, effort and expenses
involved in salary distribution; so that you can concentrate on your other business
priorities, while we make sure that the process is quick, efficient, and hassle-free. Its
interest rate is 3.05% and paid monthly.

F. Sanima Platinum payroll Saving.

Another type of saving account is Sanima Platinum saving account. Platinum saving
account can be opened with minimum balance of zero which provides 5.05% percent
interest rate per annum on daily balance. Interest is payable monthly.

G. Sanima Sulav Saving

Sanima Sulav Savings account is a tailor-made product specially designed to fulfill the
requirement of our valued customer seeking better interest rate without any burden of
maintaining minimum balance. Sulav saving is the different type of account provided by
Sanima bank. This account can be opened in zero balance. The interest payable is
monthly.

11
H. Sanima Family Super Saving Khata
Sanima Family Super Saving Khata is the saving account provided by the bank which has
the minimum balance of Rs.25000 with an interest rate of 5.05% per month. This product
provides free mobile banking, free SMS, and free ABBS charges.

H. Sanima Muna Bachat

Sanima Bank Limited has offered Muna Bachat Khata for children below 18 years. This
account can be termed as planned saving. There are 2 types of schemes under this saving
account. (Sanima Bank Limited, 2024)
 Age limited less than 18 years to open this account.
 A/c can be opened at minimum of 0 balance.
 Discount on various child outlets through Muna Card
 Interest Rate 3.05 % p.a on daily balance
(Sanima Bank Limited, 2024)

II. Loans
The need for financing various short term and long term venture of both corporate and
retail clients has been best fulfilled by the bank with its large loan product portfolio. The
various kinds of loans provided by the bank are:
 Term Loan
 Auto Loan
 Home loan
 Education loan
 Manpower loan
 Commercial loan

Services of SBL

12
A. Debit Card
Sanima Bank offers VISA debit card which is accepted in Nepal and India. This cand
allows our customers to withdraw cash from almost all ATM networks, to pay directly
during purchase of goods & services through POS terminals and make online ecommerce
payments in a secure way .An annual service charge of Rs.350 is charged in the second
year from the debit card holder.
 Cash Withdrawal
 Mini Transaction Report
 Balance Enquiry
 Payment for the purchase of goods/ services at the merchant locations (through
POS)
 Personal Identification Number (PIN)change
 Validity of 5 years

B. Sanima Mobile Banking

Sanima Mobile Banking, also known as Sanima Sajilo Banking, is an omni version of
Mobile Banking Service where customers can login through mobile applications or web
systems. This mobile banking service includes transaction alerts, fund transfer, bill
payments, cash payments, appointment scheduling and various other features.
 Balance Enquiry
 Transaction notification
 QR code payment
 Utilities Payment
 Wallet Load
 Account Statement Request
 Check Book Request

C. Any Branch Banking Services (ABBS)

Sanima Bank has Any Branch Banking System to facilitate its customers to have easy
transactions. As well, for the solutions of endless long procedure, rush hour traffic, long

13
queues, risk of carrying huge sums of money to the bank, wanted to take out money from
your account but found out that the bank was convenient service is introduced. The
customers can withdraw or deposit cash. Receiving information about the balance in their
account or obtaining a statement of accounts is convenient from any branch. The network
is online, and one can have access to his/her account from any of the branches of the
bank.
D. Locker Facilities
Safeguard your valuables by subscribing to Sanima Safe Deposit Lockers. We have
lockers of various sizes ranging from small to extra-large to suit your needs. Please
contact our branch office at your nearest location to find out more about the service.
(Sanima Bank Limited, 2024)

1.7. Organization Structure

Organizational structure determines how the roles, power and responsibilities as assigned,
controlled, and coordinated, and information flows between the different levels of
management. A structure depends on the organization's objectives and strategy. The
structure can be shown as: -
Figure 3. Organizational structure of SBL in Sitapaila Branch

Branch Manager
(Officer Level)

Customer Service
Loan Department
Department Teller
(Loan Officer)
(Relationship Officer)

Figure3. Organizational structure of SBL in Sitapaila Branch

14
Branch Manager: Mr. Krishna Hari Bhandari is responsible for all the banking work
done in the Sitapaila Branch. He is the head figure in the branch. He supervise all the
employees and take major decisions.

CSD: The Customer service department is the working station of Anjali Nepali. She
takes care of all the queries and other problems related to first hand customer handling.
She is also responsible for general banking.

Loan Department: Mr. Dal Bahadur Khadka is the one that leads this department. Credit
head deals with loan customer and does documentation. The ready file is signed by the
credit officer and sent to the head office for approval.

Teller: Ms. Asmita Neupane and Suchitra Tamrakar are the one who lead this
department. They are responsible for handling overall cash transactions and supervision
of the department.

1.8. Overall and Concerned Department

1.8.1. Overall Department
The following are the overall department of SBL: -
Research Department

Research department is any department or division whether or not identified as such that
is principally responsible for preparing the substance of a research or security
recommendation.

Human Resource Management Department

Human Resource Management is the strategic and coherent approach to the effective and
efficient management of people in the company or organization such that they help
business to gain compitetive advantage.

15
Internal Audit Department:
Internal audit evaluate a company internal controls including its corporate governance
and accounting process. These type of audit ensure compliance with laws and regulations
help to maintain accurate and timely financial report.

Credit Department
Credit department is a division within a company typically in financial institutions or
business that extend credit , responsible for managing assessment, approval and
monitoring of credit granted to customer or business .

Concerned Department
Customer Service Department
Customer Service is the front desk of any organization. It provides all necessary
information to the customers. For any organization, it is the main and most important
department which needs to deal with customer more than any department in the bank. It
is one of the busiest departments in the banks and it is the very place which makes an
early impression to the clients. The image and reputation of the bank depends upon
effective functioning of this department. It is the first place where the customers first get
the service. As different activities such as opening new accounts of customers, closing
existing account, issuing cheque books, balance inquiry and providing statements, issuing
debit cards, etc are performed.
It is very important to know that the highly satisfied customer becomes loyal and buys
the organization’s new products, pays less attention to competing branch and is less
effective to price. Having a significant number of this kind of customers is only possible
through the efficient functioning of Customer Service department of any organization. It
would then not be in appropriable to say that this department is the key to success of any
organization.

16
1.9 Objectives
The major objective of the internship program is to acquire learning as well as working
experience and gain practical exposure in the real-life working situation. The objective of
the study is to gather practical knowledge regarding banking systems and its operations.

 To learn about the overall function of customer service department .

 To learn about different product and services of the Sanima bank.
 To enhance communication skills and interpersonal skills.

1.9.1 Studying the chosen organization.

Purbanchal University have set up an Internship Program under which the students are
required to involve in one of the business or any other organization as interns and prepare
internship report through the experience and research working there. This report is a part
of the undergraduate program under Purbanchal University which offers management
internship to the students pursuing BBA in the seventh semester. The internship is an
eight-week program designed to provide students an opportunity for a meaningful career-
related experience in a real organizational setting before they graduate. This bank was
chosen for the internship purpose because:

 To exchange of services for experience between the student and an organization.

 Internee has known person in head office.
 Organization’s location is nearby college.

1.10 Limitations
The internship opportunity provided by bank was a great achievement in itself. It is
obvious that in everything there are some kind of limitations. The following are the major
limitations of internee study:
 Due to the lack of time, study of each and every activities of the bank in depth
was not possible.
 Interns were not allowed to use the system and entered the cash premises.

17
 It doesnot give detail view of overall functioning of the bank.
 The study conducted may have some errors as nothing is 100% valid.
 The workload of employees and supervisor was quite hard to give proper
guidance to the intern.

18
CHAPTER II: OBSERVATION
2.1Observation
The intern observed the following key results during the internship period:
 The procedure for opening an account is simple and easily opened within a she
period of time.
 The study shows that the maximum numbers of people choose Sanima Bank as
their Bank because of the performance. This states that the customer of SBL
perceived Sanima as a good Bank in terms of performance,
 The flow of opening a saving account is higher than the current and fixed account.
 Most of the customers are satisfied with the free SCT service.
 Customers are satisfied with the services and friendly behaviors of the staff.
 Friendly, co-operative, helpful, skillful staff.
 The Bank gives equal value to every customer.
 Payment of every account interest is done quarterly.
 Three types of accounts are held by the people they are current, saving, and fixed
deposits.

.2.1.1 Functions of the CSD departments

Customer Service Department is the front desk of the company where all the internees are
served as interns. Any organization's location is where customers form their first
impressions of it. It is the location where a customer first interacts with s client. The
efficient operation of this department affects the bank's reputation and image. It is the
initial location where the client receives the service The following are some of the
activities that as an intern in customer service department at Sitapaila Branch of Sanima
Bank Limited: -
 Customer counseling
 Account opening.
 Verification of documents
 Filing
 Assisting customer to properly use ATM Cards

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  Preparing and Distributing Cheque Books
 Searching Cheque Books
 Filing forms and vouchers
 Balance inquiry
 Statement Print
 Collecting ATMS
 Handling the huge incoming phone calls

A. Customer Counseling
This is the most important function of the customer service department. The
efficiency of the customer service department or an organization is the outcome of
the quality of the customer counseling that it provides.
There are various kinds of products and services available in this organization.
Interes were responsible for providing detailed information regarding these
various products and services. Counseling customers is a need for the bank as it
wants to increase the number of its clients. Convincing a customer is a
challenging task as well as interesting Accordingly, internee was liable to counsel
the customers from various sectors to get introduced to the product of the
organization. While counseling. I had some bitter as well as sweet memories.
With my intern over I cherish the moments within my heart and within my
experience.
Account Opening
It is one of the major functions of the CSD department to open accounts to
increase its customers. For the account opening procedure, a simple 2 paged
account opening form was to be filled in by the customers. Addition to this, a
KYC update form is distributed as mandatory by NRB which only asks if the
customer have another bank account. To open an account, customers are required
to present necessary documents.
Various other forms for Mobile banking, Internet Banking, ATM card service are also
to be filled as per the request of the customers.
Personal Account:

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  Fully filled account opening form
 Photocopy of a citizenship; original to be shown for verification
 2 passport size photos

Joint Account:
 Fully filled account opening form
 Valid citizenship of both all parties
 Passport size photo (2 each) of all concerned parties

For Current Account:

 Filled form with stamps and signatures where required.
 VAT and PAN registration
 Citizenship of the all the parties involved.
 2 passport size photos each for the involved parties
 Audited report of past fiscal quarter(photocopied; original to be presented for
verification)

Distribution of ATM Cards

Like all banks, Sanima Bank also provides ATM services to their customers for 24- hour
unlimited services. The ATM machines can be found throughout the country where there
are branches of SBL. Accepting form to for ATM services to distributing it was
responsibility of the CSD. The customers had to fill in a different form to get an ATM
card. After the forms are filled and at the end of the business day, an email is sent to the
card department in head office from which they contact the VISA office and get the cards
ready. After the cards arrive in the cards department, CSD has to make the messenger
bring the card to the branch. After the cards and the PIN have arrived in the branch, it
becomes the responsibility of the CSD to inform the customer and ask them to collect
their cards.
Upon the arrival of the customers, the CSD now must verify the customer and provide
him with the card and the PIN number and must enlist the card number to activation.
Preparation and Issue of Cheque Books

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While opening an account, every customer is given a cheque book, and it usually contains
10 slips of MICR cheque. At the near end of the cheque, there is a cheque requisition slip
that needs to be filled in and presented in the branch so that a new book can be issued on
the account. In case of loss or theft of the cheque book, the customer should immediately
contact the branch and the issued cheques would be made invalid. In case of loss, a new
requisition slip can be obtained with an application. Then the CSD is entitled to print new
cheques in the name of the a/c holder and present them to them. The CSD officer must
file the issuance of the MICR cheque and must be approved by ABM before handing it
over to the customers. It is the duty of CSD to check the stock of cheques and request it
from the cheque department in the head office.

Assisting customers to properly use ATM Cards

SBL aims to help everyone, regardless of their income, get familiar with new
technologies and ATMs. So, it's up to the CSD team to explain what these services are
and how to use them when a customer visits. Sometimes, they might even need to show
how things work in person. The usual issues people face are knowing how to use the card
or put it in the machine. They might also wonder about their PIN number or how to
change it. So, the CSD team is there to answer these questions and might even show them
with a real example.

Data Entry and Filing

Every task completed in the banking sector needs to be documented. This can be done
traditionally with paper files or digitally using software. At the Sitapaila Branch, they do
both. They keep records in old-fashioned files and also on the computer using FINACLE
software. These files include things like account opening forms, ATM requests, mobile
banking, internet banking, and more. The information is also organized in spreadsheets
on computers and in the FINACLE software. This process happens all the time, and every
three months, internal and external auditors review all the records to make sure
everything is correct.

Handling Incoming Calls

Any bank receives numerous calls every day. The calls may be for anything and could be
internal or external. Thus, it is the responsibility of the CSD to receive the call that tends

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to ring on the branch's telephone. Then after inquiring about the calls, CSD must dispatch
the call to the required staff or hang up. It is not possible to record all the incoming calls,
but it is a must to record some very important calls so that the message can be forwarded
to the parties concerned later. The CSD must be very careful while providing critical
information over calls and must avoid critical information as much as possible.

2.1.2 Detail of assigned work responsibilities.

The following are the some of the activities that internee performed while served as an
intern in customer related department at Sitapaila Branch of Sanima Bank Limited: -

1. Providing General Information to the customers

 Internee was involved in opening various accounts like fixed a/c, saving a/c,
current a/c according to the need of customers.
 Internee also helped customers in filing account opening form.
 While working in the customer service department provided general information
related to various services offered by the bank such as account opening, debit card
etc.

2. Account opening
 A/c opening is the initial step in starting financial transactions with a bank. The
accounts were opened in FINACLE software.
 Opening accounts in FINACLE system in computer as the forms filled by the
customer. FINACLE is the bank’s software there we get a client code which helps
in creating account numbers. FINACLE is also a system in which internee fill the
details of the customers from there internee got a screening ID. Both from client
id and create and account and got the customer their account number.

3. Filing
 Various documents should be filled up to great to required documents whenever
needed.
 Internee had filled up different vouchers, cheques, forms, and application of the
customers in their respective file and keep them in their respective places.

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4. Screening and Scanning
 Screening was done with the help FINACLE software.
 Scanning was done in both account opening and closing and also in KYC
updates. 5. Preparing and Distributing Cheque Books
 After collecting the entire request for cheque books, cheque books are printed
after closing of customer service department according to the orders of customers.
 Cheques will be issued to the respective customers who provided the request for
preparing Cheque book by verifying the signature at request slip and signature at
the time of issue.

6. Searching Cheque Book

 According to the request of the customers cheques will be searched for and
provided to the respective cheque holder.

7. Filing form and vouchers

 Some customers were unable to fill in their form during account opening, so
asked for personal details to fill the forms and vouchers.

2.1.3. Problem encountered during fulfilling work responsibilities.

1. Communication Issues
understandings, ineffective communication, or a lack of clear communication
channels between team members or departments.

2. Workplace Stress
High workloads, tight deadlines, or a demanding work environment leading to
stress burnout, or decreased morale among employees.

3. Time Management Challenges

Struggling to prioritize tasks, feeling overwhelmed with deadlines, or difficulties
in organizing and allocating time efficiently among multiple responsibilities

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4. Technology Challenges
Adapting to modern technology systems, software, or tools unique to the new
workplace may require a learning curve.

5. Cultural Diversity
Adjusting to a diverse workplace with distinct cultural backgrounds, languages, or
customs, which may require adapting communication styles and understanding
diverse perspectives.

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 CHAPTER III: ANALYSIS AND REVIEW
3. Analysis and Review
3.1 Critical analysis of the theoretical concept relating to practical
experience in the department
Theoretical concepts in banking, as found in books and academic materials, provide a
structured understanding of principles, regulations, and models. They offer a foundational
knowledge base and a framework to approach various scenarios.

On the other hand, practical experience in real-world banking involves applying these
theoretical concepts to actual situations. It often includes dealing with complexities,
uncertainties, and nuances that textbooks may not fully capture. Real-world experience
allows for the development of skills, adaptation to dynamic environments, and an
understanding of how theory translates into tangible outcomes.

In essence, while theoretical knowledge is essential for building a strong foundation,

practical experience provides insights into the challenges, intricacies, and practical
implications of applying that knowledge in real banking scenarios. The interplay between
theory and practice is crucial for well-rounded expertise in the banking sector.

SWOT Analysis

SWOT analysis involves assessing an organization's internal strengths and weaknesses as

well as external opportunities and threats. The external factors contribute to opportunities
and threats, while the internal factors reveal strengths and weaknesses. The analysis of
SBL ( Sitapaila Branch ) is outlined below:
Strengths are inherent capabilities that an organization can leverage to gain a strategic
edge over competitors. They are linked to the internal environment. Some strengths of
SBL (Sitapaila Branch) are:

Strength(S)
 Introducing VISA CARDS has extended SBL's ATM reach, even into India.
 A primary focus on customer satisfaction, enhancing the potential for new
customers.
 Services that transcend political boundaries, like INR Draft.
 Providing monetary assistance

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Weakness(w)

Weaknesses are inherent limitations that put a business organization at a strategic

disadvantage compared to competitors.
 Huge investment in research and development.
 Limited infrastructure, such as customer waiting areas and distinct department
divisions.

Opportunity(O)
Opportunities are favourable conditions in the environment that allow a business
organization to enhance its position.
 Absence of competing banks in the region.
 Minimal marketing efforts from other banks in the same area.

Threats(T)
Threats are unfavourable conditions in the environment that expose a business
organization to risks and potential harm.
 Elevated interest rates from finance companies.
 Political instability.
 Influx of foreign institutions post-2010 AD.
 Rapidly evolving banking technology.
 Employees susceptible to being recruited by competitors.

3.2 Knowledge gain from the work assigned.

Working in a customer service department, particularly in a bank, offers valuable
knowledge and skills that can be gained through various tasks and responsibilities.
Following are some of the knowledge gains from work assigned which include product
and service of customer service department
 learn about overall function of customer service department:
Internee learned how to handle customer enquiries, assist with account
management, process transaction, and provide solution to customer issue. This
experience has enhanced my understanding of customer relationship management.
 learn about different product and service of sanima bank:

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Internee learn to manage finances efficiently. Internee learned about bank accounts and
deposits, loans and credit facilities, payment and fund transfer and digital banking.
 To enhance communication skills and interpersonal skills:
During a bank internship internee learn about direct interaction with
customer , observing senior employee, teamwork and collaboration.
 Customer inquiries and complaint Resolution:
Handling a wide range of customer inquiries regarding bank product,
policies, and procedure and resolve complaints and concern raised by
customer concerning their account.
 Knowing How technology Helps Banking:
It helps to explore the digital service, the bank offers help you understand
how technology makes banking easier, like using apps on your phone to
check your balance or transfer money.

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 CHAPTER IV:
CONCLUSION AND RECOMMENDATION
4. Conclusion
From the report above prepared, we can conclude that banking sector has been
flourishing in a skyrocketing trend in the international scenario and this has also made an
effect to the developing countries like Nepal. People understand the value of deposits and
loans. They are approaching the bank for loans and have been investing in the beneficial
sectors like business, manufacturing, production, housing, etc.
We learnt interpersonal skills, communicational skills and technical skills that helped me
to build my knowledge in a broad way. The interpersonal skills helped us to interact with
the various types of customers and their various problems. The negotiation skills also
improved, developing the softness and being more formal while communicating with the
people or clients. The positive attitude also got developed while dealing with the different
nature of customers.
We also learnt the technical skills to operate computer systems, ATM machines,
photocopy machines, machines, scanners, printers, and many more. There must be
effective two-way communication with the customers to satisfy them with the services.
Therefore, all these skills were gained through internship which motivated for the better
performance with developed personality.
CSD believes in the fact that customers are the foremost stakeholders, and each employee
just tries to meet the needs and expectations of the customers. That is why the activity
which is performed in CSD is quite well disciplined. All the activities like reviewing and
filing documents, inspection, and reporting all are done in time with full level of energy.
Therefore, CSD has been regarded as a major department of banks, which controls and
protects the bank from any kinds of misleading notion and provide higher levels of
services
Recommendations
The recommendation of this study is duly based on the financial analysis of Sanima bank.
So, recommendations are given to the financial performance of the bank as Follows:

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  Sanima should distribute its brochure, product papers and about its new services
firstly to their existing customers and sustain them well.
 To make people aware of its services the bank should use more effective
promotional tools like advertisement through F.M. T.V. and Hoarding Bourd on
various places etc
 The limited number of staff is also a problem in the bank even though they are
handling the task.
 A bank should not focus only on the special clients, but it must focus on deprived
clients too.
 Today is the age of modern technology. So, it must be quick in adopting modern
technology in comparison to its rivals.
 The working environment and the coordination between employees are good but
it can be made much better. Team building exercises initiative to further improve
departmental coordination.
4.1 Contribution of internship in knowledge gain
During the whole period of internship and the preparation of this report, Internee learns a
lot about the CSD about Sanima Bank Limited. The internship has been fruitful in many
ways to internee. During the internship, internee has learnt a lot of other aspects other
than the specific subject such as to socialize with the people (including staffs), to deal
with the senior staffs, and to deal with the intern colleague to make the working
environment cosier and friendlier. This internship program also helps in learning the
behavioural issues which are most important within and outside the organization.

Looking back to internship, Internee can say that internee have learnt much more than
expected. Internee can honestly say that time spent interning with Sanima Bank Limited
resulted in one of the best time. Not only did internee gain practical skills but also had the
opportunity to meet many fantastic people. Sanima Bank Limited had played the
prominent role of maintains the smooth functioning of the economy. The atmosphere at
the Sanima Bank office was always welcoming which made always feel right at home.
Additionally, Internee felt like able to contribute to the company by assisting and
working on subjected field. While internee was able to learn a lot from normal office life,

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it was also an opportunity to make a change within myself. Overall, internship at Sanima
Bank Limited has been a success. Internee was able to gain practical skills, work in a
fantastic environment, and make connections that will last a lifetime. This experience will
not only be beneficial today but also in the future where internee exposed to work in the
real life. Internee could not be more thankful.

Lastly, Sanima Bank Limited is excellent in term of their services. It is one of the most
promising banks today and has an opportunity to increases their market share by
improving their customer satisfaction by overcoming their weakness and doing their best
to retain quality services.

4.2 General Comments and suggestions to the company

Following measures are recommended to the bank for enhancing its performance.

 Donot overwork your employees ; instead, encourage them or be kind to them.

 Pay attention to the issue with your employees.
 Set clear boundaries between work and personal time in the counter because of
limited number of counter.
 There should be tight checking of every person while entering in bank premises.
 Bank should provide better loan facilities.

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 REFERENCES

Sanima Bank Limited. (2024). (Shareholder Pattern) Retrieved from

sanimabank.com:www.sharesansar.com

Sanima Bank Limited. (2024). (About Us) Retrieved from

sanimabank.com:www.sanimabanklimited.com

Sanima Bank Limited. (2024). (Board of Directors) Retrieved from

sanimabank.com:www.sanimabanklimited.com

Sanima Bank Limited. (2024). (Know us) Retrieved from

sanimabank.com:www.sanimabanklimited.com

Sanima Bank Limited. (2024). (Interest Rate) Retrieved from

sanimabank.com:www.sanimabanklimited.com

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