Purbanchal University
ACKNOWLEDGEMENTSMy primary indebtness goes to the management of
Citizens International Bank Limited (CBIL) for giving me the
opportunity to conduct my internship program and work as an intern.
I wish to extent my sincere gratitude to Mr. Sikendar Thapa without
whom doing internship in Citizen International Bank Limited would
not have been possible. Let me use this opportunity to say a word
of thanks to all those staff members of CBIL who gave me support,
guidance and encouraged me during the internship period.I would
also like to thank Mr. Mukti Timsina for giving me an opportunity
to work with his staff and share their knowledge and experience,
which helped me in preparing this internship report. My special
thanks go to the supervisors of various departments for providing
valuable information and unlimited patience in providing beneficial
guidance. I sincerely like to thank Mukti Timsina (Branch Manager)
for giving me opportunity to work in various departments.
I would also like to thank internship report guide Mr. Shankar
Neupane and research committee Mr. Kedar Prasad Poudel and all the
teachers of my college, for their kind co-operation and perfect
guidance to prepare this report and for providing their guidance,
suggestions and views about this report.
Further, I would like to thank my family members for their
support, love, encouragement and guidance. I would also like to
thank all the friends who have directly or indirectly supported me
for the completion of this report.
Lastly, I would like to express my indebtness to my parents for
their financial help, inspiration and encouragement for the
completion of this report.Siwani PanchariyaBBA 8th Semester
Kasturi College
Itahari, Sunsari
EXECUTIVE SUMMARYCommercial banks are the major component in the
financial system. They work as the intermediary between depositors
and lenders and facilitate in overall development of the economy,
which major thrust in industrial development. Commercial bank came
into existence mainly with the objectives of collecting the idle
funds, mobilizing them into productive sector and causing and
overall economic development. The bankers have the responsibility
of safeguarding the interest of the depositors, the shareholders
and the society they are serving. A sound banking system is
important because of the key roles it plays in the economy;
intermediation, maturity transformation, facilitating payments
flows, credit allocation and maintaining financial discipline among
borrowers. Banks are the gathers of saving, the allocates of
resources providers of liquidity and payment services. There are
more than 31 commercial banks in Nepal, Which were earning handsome
profit since their establishment.
Among the various commercial banks, I had got chance for doing
internship as part of partial fulfillment of the BBA program at
Citizens International Bank Limited, Itahari Branch. At the time of
internship, many problems about banking systems are encountered.
Citizens Bank has been providing modern banking facilities using
modern banking facilities using modern tools and techniques. This
internship report is based on general banking operation (i.e.
customer service department, teller cash department and credit
department) of Citizens International Bank Limited, Itahari
Branch.Customer Service DepartmentWhen talking about this
department only one personnel is being placed to co-operate with
the clients. Overall banking facilities and products are informed
through this department to its customers. In the field of
technology used the advanced computer software for data processing
is applied. The satisfactory from the customers interviewed at the
internship period is quite satisfactory. Although some changes
should be done to overcome the weakness and avoid the threats as
hiring another personnel making more competitive to the existing
personnel for quick services which makes customers more
satisfied.Teller Cash Department
The function of this department is to handling cash and seals
directly with customer for accepting deposit/withdrawal of
cash/cheques. Customer steps into the bank and faces the teller at
first. This is the most crucial time that of a bank personal to
impress the outsider with his/her hundred percent effort and skill.
This department represents the whole banks status and efficiency.
In case of technology two counting machines is used with modern
Pentium 4 customer. Although than this the line or the queue of the
customers will be long in peak days of the week. From the interview
with the customers it is advised to install evening counter at the
bank and the locker facility, which lends to increase the customers
satisfactions.Credit Department
In talking about banks business loans are their primary of
information. But the small size customers are in huge no in
developing countries like Nepal. By realizing this Citizen
International Bank Limited is responsible for granting loans to
that consumer groups to uplift the countries economy. This
department is responsible for collecting and granting loans and its
timely collection. They provide as need of consumer like education
loan, home loans, vehicle loan etc. Prospective costumer are need
to provide supporting documents to the banks which is being sent to
central department in Kathmandu by whose the final approved for
providing loan is taken. When approval is received from the central
departments only then loan are provided on installment basis.
Mortgage of asses are valued before providing loan by this
department in presence of engineer of the bank. Payment system is
done by two methods. Installment method and lump sum payment
method.
As in a short period of its establishment time it has gave
challenges to all other banks by installing their braches in must
of the country and the extension processes underway, and by
providing fruitful products using modern technology for the
beneficial of its costumers. Despite the weakness they have been
perfect in achieving opportunities and making won self strength.
The timely correction of the weaknesses recommended in this report
would lead the bank towards asideing the threats and achieving the
strategic goal.
TABLE OF CONTENTS Title
Page No.
Title Page
Approval Sheet Internship Certificate
Acknowledgements
i
Executive Summary
ii
Table of Contents
ivList of Tables
viList of Figures
viiAbbreviations
viii
CHAPTER-ONE: INTRODUCTION
1-171.1 Origin and Meaning of bank
11.1.1 Development of Banking in Nepal
31.1.2 Commercial Bank
41.1.3 Introduction of Citizen Bank International Limited,
Nepal
51.1.4 Introduction of Citizen International Bank Limited,
Itahari Branch
81.1.5 Capital Structure
81.1.6 Branches of CBIL
91.2 Conceptual Review of Banking Operation
101.3 Focus of the study
121.4 Purposes of the Internship Report
131.5 Statement of Problem
131.6 Importance of internship report
131.7 Methodology of Internship report
141.7.1 Internship Report Design
141.7.2. Population and Sample of Data
141.7.3 Data collection procedure
151.7.4 Nature of source of data
161.7.5 Data Analysis Tools & Techniques
171.8 Assumption and Limitation of the study
171.9 Organization of Internship report
17CHAPTER-TWO: PRESENTATION AND ANALYSIS OF DATA18-562.1
Customer Service Department
182.1.1 Activities carried by this department
202.1.2 Activities Undertaken
312.1.3 Process of workflow of the Department
322.1.4 Handling official tasks
332.1.5 Merits of Customer Service Department
332.1.6 Problems of CSD
342.2 Remittance
342.2.1 Introduction
342.2.2 Activities earned at the Remittance
352.3 Teller-Cash Department
372.3.1 Introduction of the Department
372.3.2 Activities carried by the department
382.3.3 Merit of teller cash department
382.3.4 Problem of teller cash department
382.4 Credit department
412.4.1 Introduction of the Credit Department
412.4.2 Consumer Loans
412.4.3 Documentation for Education Loan
422.4.4 Documentation for Vehicle Loan
432.4.5 Documentation for Home Loan
442.4.6 Procedure of loan processing
462.4.7 Loan recovery procedure
532.4.8 Process of recovering expired / Problematic loan
542.4.9 Activities undertaker
562.4.10 Works flow of the department
56CHAPTER-THREE:MAJOR FINDINGS, CONCLUSIONS AND
RECOMMENDATIONS
57-60
3.1 Major Findings
573.2 Conclusions
583.3 Recommendations
59BIBLIOGRAPHY
61APPENDIX
LIST OF TABLES
Tables Descriptions Page No.
1.1
Capital Structure of CBIL (2068/2069)
91.2
Branches of CBIL
92.1
Service charge in Different Account
39LIST OF FIGURES Figures Descriptions Page No.
2.1
Data flow Diagram for New Account Opening
212.2
Process flowchart of handling customers at customer service
322.3
Process Flow chart of handling official tasks at CSD
332.4
Flow chart of the OBC clearing undertaken by the bank
362.5
Flow Chart of Education Loan Sanctioning
432.6
Flow Chart of Vehicle Loan Sanctioning
442.7
Flow Chart of Vehicle Loan Sanctioning
452.8
Flow chart of loan procedure
52ABBREVIATONSABBS Any Branch Banking System
AD Anno Domini ATM Automatic Teller Machine
A/C Account
BC Before ChristB/O Branch Office
CBIL Citizen Bank International Limited
CIB Credit Information Bureau
DFD Data Flow Diagram EMI Equal Monthly Installment
HR Human ResourceH/O Head OfficeICT Information and
Communication Technology
IRS Indian RupeesKYC Know Your Customer LRO Land Revenue
OfficeNRBCH Nepal Rastra Bank Clearing HouseOBC Outward Billing
Collection p.a Per AnnumUSD United States Dollar& AndPAGE
iv
