TITLE PAGE

REMITTANCE SERVICE AND CUSTOMER HANDLING

AT POPULAR MULTIPURPOSE FINANCIAL
INSTITUTION
(Head office, Imadol, Lalitpur)

Submitted By:
Nimesh KC
College of Business Management
T.U. Registration No: 7-2-430-51-2020
Exam Roll No.: 6453/20

An Intern Report Submitted To:

Office of Dean
Faculty of Management
Tribhuvan University
Kirtipur, Kathmandu

In partial fulfillment of the requirement for the degree of

Bachelor of Business Management (BBM)

Dillibazar, Kathmandu

May, 2025
 STUDENT DECLARATION

This is to certify that I have completed the internship report entitled “Remittance service
and customer handling at Popular Multi-Purpose Financial Institution Pvt. Ltd” submitted
to the faculty of management, Tribhuvan University, Kathmandu is an original piece of
work under the guidance of Ms. Sadikshya Kandel, College of Business Management and
is submitted in partial fulfillment of requirements for the award of the degree program of
Bachelor of Business Management at Faculty of Management (BBM). This internship
report has not been submitted by any other university or institution for the award of any
degree or diploma.

.................................

Nimesh KC

May, 2025

ii
 RECOMMENDATION

This is to certify that the internship report

Submitted By

Nimesh KC

Entitled

REMITTANCE SERVICE AND CUSTOMER HANDLING

AT

POPULAR MULTIPURPOSE FINANCIAL INSTITUTION

Has been prepared as approved by the BBM department in the

Prescribed format of Faculty of Management. The internship report is

Forwarded for examination.

Sadikshya Kandel

Internship Report

Supervisor

iii
APPROVAL SHEET

iv
LETTER FROM ORGANIZATION

v
 ACKNOWLEDGEMENTS

I would like to express my sincere appreciation to Tribhuvan University and the College
of Business Management for providing me with the opportunity to gain real-world
experience through this internship program.

I extend my heartfelt gratitude to my supervisor, Sadikshya kandel, for her valuable

guidance and encouragement throughout the internship.

I am equally thankful to Popular Multipurpose Financial Institution for granting me this

opportunity and for providing a supportive and professional environment.

My special thanks go to the team at the Imadole branch for their cooperation and
assistance. Their guidance and support made this internship a valuable learning
experience.

Lastly, I am grateful to everyone who supported me during this journey and contributed
to the successful completion of this report.

Nimesh KC
8th Semester, BBM
College of Business Management

vi
 TABLE OF CONTENTS

TITLE PAGE.....................................................................................................................1

STUDENT DECLARATION...........................................................................................ii

RECOMMENDATION...................................................................................................iii

APPROVAL SHEET........................................................................................................iv

LETTER FROM ORGANIZATION...............................................................................v

ACKNOWLEDGEMENTS.............................................................................................vi

TABLE OF CONTENTS................................................................................................vii

LIST OF ABBREVIATIONS...........................................................................................x

EXECUTIVE SUMMARY..............................................................................................xi

Chapter I INTRODUCTION............................................................................................1
1.1 Background of the Internship....................................................................................1
1.2 Objective of the Internship........................................................................................2
1.3 Methodology..............................................................................................................2
1.3.1 Organization Selection........................................................................................................................3
1.3.2 Placement..................................................................................................................................................4
1.3.3 Duration.....................................................................................................................................................4
1.3.4 Activities Performed in the Organization...................................................................................5
1.4 Limitations.................................................................................................................6

CHAPTER II INTRODUCTION TO THE NON-BANKING FINANCIAL

SERVICES (NBFS) INDUSTRY IN NEPAL..................................................................8
2.1 Introduction................................................................................................................8
2.2 Origin of the Non-Banking Financial Services (NBFS) Industry in Nepal...............9
2.3 Functions of Non-Banking Financial Services (NBFS)..........................................10
2.3.1 Primary Functions:.............................................................................................................................10
2.3.2 Secondary Functions:........................................................................................................................10
2.4 Legal Status and Licensing of NBFS Provider........................................................10
2.5 Contribution of Remittance to Local Households...................................................11

vii
 2.6 Growth of Remittance Services in Nepal................................................................11
2.7 Role of Sub-Agents in the Remittance Chain..........................................................11

CHAPTER III INTRODUCTION TO POPULAR MULTIPURPOSE FINANCIAL

INSTITUTION.................................................................................................................12
3.1 Background..............................................................................................................12
3.1.1 Vision........................................................................................................................................................ 12
3.1.2 Mission.....................................................................................................................................................12
3.1.3 Objectives............................................................................................................................................... 12
3.2 Organizational structure...........................................................................................13
3.3 Services Offered by Popular Multipurpose Financial Services Pvt. Ltd.................14
3.4 SWOT Analysis.......................................................................................................15

CHAPTER IV ANALYSIS OF ACTIVITIES PERFORMED AND PROBLEM

SOLVED...........................................................................................................................18
4.1 Background..............................................................................................................18
4.2 Analysis of Activities Performed.............................................................................18
4.2.1. Customer Assistance and Support..............................................................................................18
4.2.2 KYC Verification Support.................................................................................................................19
4.2.3 Logistics and Courier Management.............................................................................................19
4.2.4 Record Keeping and Cash Flow Management........................................................................19
4.2.5. Financial transaction handling.....................................................................................................20
4.2.6. Customer Feedback and Service Improvement....................................................................20
4.3 Problems Identified and Solved...............................................................................20
4.3.1. Incomplete or Incorrect Form Submission.............................................................................21
4.3.2. Courier Dispatch Miscommunication........................................................................................21
4.3.3. Customer Waiting Time..................................................................................................................21
4.4.4. Document Verification Issues.......................................................................................................21
4.4.5. Lack of Feedback Handling............................................................................................................21

CHAPTER V CONCLUSION AND LESSON LEARNT............................................22

5.1 Conclusion...............................................................................................................22
5.2 Lesson Learnt...........................................................................................................23
5.3 RECOMMENDATIONS.........................................................................................25

viii
REFERENCES................................................................................................................26

ix
 LIST OF ABBREVIATIONS

BBM – Bachelor of Business Management

FOM – Faculty of Management

GDP – Gross Domestic Product

KYC – Know Your Customer

NBFS – Non-Banking Financial Services

NBFIs – Non-Banking Financial Institutions

PMFI – Popular Multipurpose Financial Institution

TU – Tribhuvan University

x
 EXECUTIVE SUMMARY

This report is based on my two-month internship at Popular Multipurpose Financial

Institution Pvt. Ltd., located in Imadol, Lalitpur. The internship was done as a part of my
BBM (Bachelor of Business Management) course under Tribhuvan University.

The main purpose of this internship was to learn how financial services work in real life,
especially remittance services and customer handling. During my time at the
organization, I helped customers fill out forms, verified their documents (KYC),
answered phone calls, managed courier records, and supported daily transactions. These
tasks helped me improve my communication, problem-solving, and teamwork skills.

The report also talks about non-banking financial institutions (NBFIs) in Nepal and how
they help people in areas where banks are not easily available. Popular Multipurpose
plays an important role by offering services like money transfer, bill payments, travel
bookings, and courier services in one place.

I also found some problems during the internship, like incomplete forms, long customer
wait times, and delivery issues. With guidance from staff, I helped solve some of these
problems and learned how to handle real work situations better.

In the end, this internship helped me understand how a financial institution works and
gave me confidence to work in this field in the future. It was a great learning experience
that connected what I studied in class with real-world work.

xi
 Chapter I
INTRODUCTION

1.1 Background of the Internship

Tribhuvan University (TU) is one of the oldest and most respected universities in Nepal.
It has played a major role in the development of higher education in the country. TU
offers many programs in different fields, and among them, the Bachelor of Business
Management (BBM) program under the Faculty of Management (FOM) is one of the
most popular choices for students who are interested in the business field. The BBM
program is designed to help students gain both academic knowledge and practical skills
that are needed in today’s job market. It is a four-year undergraduate program divided
into eight semesters and covers a total of 120 credit hours. The subjects taught in this
program include accounting, finance, marketing, business law, human resource
management, and organizational behavior. These subjects give students a solid
foundation in different areas of business. Along with the core subjects, the program also
focuses on developing important soft skills such as communication, leadership,
teamwork, decision-making, and problem-solving. These skills are very important in real-
life jobs and help students to perform better in any work environment.

One of the major highlights of the BBM course is its focus on practical learning. Unlike
some other programs that only focus on theories and textbook knowledge, BBM includes
several activities that allow students to apply what they learn. These activities include
writing reports, giving presentations, taking part in group discussions, doing case studies,
and visiting businesses or organizations in the field. These tasks help students understand
how businesses work in the real world. The most important and useful part of the
program is the internship in the final semester. Every student must do an internship to
complete the degree. This internship gives students a chance to work in a real business or
office environment. It helps them gain hands on experience and prepares them for
professional life after graduation. During the internship, students get involved in day-to-
day tasks such as helping with office work, dealing with customers or clients, assisting
senior staff, managing records, and learning how different departments work together.

1
The internship not only helps students improve their technical knowledge but also boosts
their confidence. It teaches them how to manage time, handle pressure, work in a team,
and communicate clearly with others. They get to know the responsibilities and
expectations of a real job, which helps them prepare better for their future careers. Many
students even get job offers from the companies where they do their internships. Overall,
the BBM program at Tribhuvan University is a well-rounded and career-oriented course
that provides students with the right balance of theory and practice. It is a great choice for
anyone who wants to build a strong foundation in business and management and gain
real-life work experience before stepping into the professional world.

1.2 Objective of the Internship

The main objective of the internship is to connect academic learning with real-world
business practices. It offers a chance to explore the professional environment, gain hands-
on experience, and better understand how organizations operate. The specific objectives
of the internship are:
i. To apply classroom knowledge in a practical setting and observe how business
concepts are used in everyday tasks.
ii. To develop interpersonal skills by interacting with colleagues, supervisors, and
customers in a formal work environment.
iii. To improve communication, problem-solving, and teamwork abilities through
real-time challenges and responsibilities.
iv. To understand the structure, services, and operational procedures of a financial
institution, especially in the areas of remittance and customer handling.
v. To explore potential career opportunities in the banking and financial sector by
gaining first hand exposure to different job roles.

1.3 Methodology

2
This internship was conducted as part of the BBM program under Tribhuvan University.
The methodology included organizational selection, placement, duration, data collection,
and key activities performed.

To prepare this report and complete the internship properly, both primary and secondary
sources of information were used.

Primary data

i. Observing daily work and activities inside the Customer Service Department.
ii. Talking and learning directly from supervisors like Mrs. Anita Ghimire and Mrs.
Laxmi Magar.
iii. Doing real tasks like helping with KYC and remittance forms, handling phone
calls, and recording courier details.
iv. Taking part in office work and understanding how different departments work
together.
v. Learning from practical experiences and solving real problems at the workplace.

Secondary data

i. Reading company brochures and service manuals to understand services and

rules.
ii. Using the internship guidelines provided by Tribhuvan University for structure
and requirements.
iii. Visiting the company’s website and social media pages to know more about their
services and updates.
iv. Looking at previous internship reports for ideas and better understanding of what
to expect.

1.3.1 Organization Selection.

After actively applying for several job vacancies across different organizations, I came
across an opening at Popular Multipurpose Financial Services Pvt. Ltd., a well-known
financial service provider based in Mahalaxmi Municipality-4, Imadol, Lalitpur. I

3
submitted my application along with others and was fortunate to receive a call for an
interview.

Following the interview process, I was selected to join the team. It felt like a great
opportunity, as the company is recognized in the local community for offering a wide
range of essential services, including money transfers, travel services, and courier
solutions. Their reputation for reliability and community service made it a perfect fit for
my goals.

Since joining, I’ve come to appreciate how the company plays an important role in
people’s daily lives especially through its secure and efficient money transfer services
that help local families stay connected financially. Being part of a team that not only
handles financial needs but also supports travel and courier services has allowed me to
contribute to making life more convenient for our community.

1.3.2 Placement

I was selected for an internship at “Popular Multipurpose Financial Services Pvt. Ltd”. In
Mahalaxmi Municipality-4, Imadol, Lalitpur. During the two-month internship, I was
placed in the Customer Service Department, where I worked under the guidance and
supervision of experienced staff members, including Mrs. Anita Ghimire, & Mrs. Laxmi
Magar. The supportive and friendly environment created by the team made it easier for
me to learn about the organization’s culture, operations, services, and internal procedures.
Through their mentorship, I gained a deeper understanding of the company’s diverse
offerings, including money transfer, travel services, and courier operations, which play a
key role in serving the community. This experience helped me understand how each
department works together to meet customer needs and ensure smooth service delivery.

4
1.3.3 Duration

According to the Faculty of Management (FOM), a minimum of six credit hours is

prescribed for the internship, which is equivalent to a duration of eight weeks (2 months).
The internship took place from 20th November 2024 to 23rd January 2025. The intern
was required to report to the organization by 11:00 am each day. Throughout the
internship, the institution closely monitored the intern’s attendance, performance, and
conduct at the workplace to ensure compliance with the professional standards expected.

Table 1.1: Placement and Duration during internship period

Departments 1st 2nd 3rd 4th 5th 6th 7th 8th

Observation and Learning about remittance

Customer handling and Form Filling

Managing the logistics and delivery operations.

Managing financial transactions and handling

funds.

1.3.4 Activities Performed in the Organization

I had the opportunity to perform various tasks during the internship period. The main
activities included:

i. Assisting customers with filling out remittance forms and answering basic
service-related inquiries
ii. Handling customer phone calls related to verification and general support
iii. Helping resolve issues in KYC verification such as unclear documents or
incorrect customer details

5
 iv. Supporting the logistics team by preparing and tracking outgoing courier
packages
v. Updating delivery records and coordinating with delivery personnel for smooth
dispatch operations
vi. Assisting in daily financial transactions under supervision, including handling
cash and updating transaction logs
vii. Maintaining records of incoming and outgoing funds to ensure proper cash flow
management
viii. Recording customer feedback and reporting common service issues to improve
efficiency
ix. Participating in team discussions to improve both customer service and internal
workflow

1.4 Limitations

While the internship at Popular Multipurpose Financial Services Pvt. Ltd. was a valuable
learning experience, there were a few limitations. One of the main limitations was the
short duration of the internship. Two months was not enough time to deeply explore all
areas of the organization. I was mainly placed in the Customer Service Department, so I
did not get a chance to work in other departments such as accounts or operations, which
could have helped me gain a broader understanding. Also, as an intern, I had limited
access to some important internal documents and systems for security reasons, which
slightly restricted my learning. There were also times when work became repetitive,
especially when filling out forms or answering similar customer questions. Lastly, since I
was new to the working environment, it took some time to adjust and fully understand
certain processes.

i. The internship duration was short, limiting deeper learning and involvement.
ii. I was placed only in the Customer Service Department, so I couldn’t explore
other departments like accounts or operations.
iii. There were not enough staff members, especially during busy hours.

6
iv. Some tasks were repetitive, such as filling in forms or answering common
customer queries.
v. Adjustment period in the beginning made it slightly difficult to understand the
workflow quickly.
vi. Less exposure to decision-making or management-level work, as interns are
not directly involved in those activities.
vii. The physical workspace allocated for interns was quite small, which at times
made it difficult to work comfortably or collaborate efficiently with
colleagues.

7
 CHAPTER II
INTRODUCTION TO THE NON-BANKING FINANCIAL
SERVICES (NBFS) INDUSTRY IN NEPAL

2.1 Introduction

The Non-Banking Financial Services (NBFS) industry in Nepal is a very important part
of the country’s economy. It includes many types of organizations that provide financial
services but are not regular banks. These include finance companies, cooperatives,
microfinance institutions, remittance companies, insurance companies, and other
financial service providers. Even though they do not take deposits like banks, they still
help people with money-related services such as loans, money transfers, insurance, and
more.

One of the biggest and most important areas within this industry is the remittance and
money transfer sector. This is especially important in Nepal because many Nepali people
work in foreign countries like Malaysia, Qatar, Saudi Arabia, the United Arab Emirates,
South Korea, and India. These workers send money back to their families in Nepal. The
money they send called remittance is a major source of income for millions of families
and a big part of the country’s economy. In fact, remittance makes up more than 20% of
Nepal’s total income (GDP) (Shrestha & Joshi, 2018).

Companies that work in the remittance business make it possible for families in Nepal to
receive money quickly and safely. These services are provided by licensed remittance
companies, and also by local agents and sub-agents who work with them. One such local
agent is Popular Multipurpose Financial Services Pvt. Ltd., which is located in
Mahalaxmi Municipality, Lalitpur. This company is not a bank and is not a large finance
company, but it plays a very important role by helping people send and receive money,
both within Nepal and from other countries.

Popular Multipurpose Financial Services Pvt. Ltd. acts as a sub-agent of bigger

remittance companies. It helps customers by receiving the money sent by their family
8
members abroad and giving it to them in cash or through mobile wallets. It also provides
domestic money transfer services, helping people send money to other parts of Nepal
easily. These kinds of companies are very important for people who live in areas where
banks are far away or not easily accessible.

Although these companies are not officially called “Non-Banking Financial Institutions”
(NBFIs) by Nepal Rastra Bank, they are still part of the wider NBFS industry. They
follow the rules and guidelines of Nepal Rastra Bank and help prevent illegal money
transfers and other financial crimes by following proper procedures like customer
identification (KYC) and keeping proper records.

2.2 Origin of the Non-Banking Financial Services (NBFS) Industry in Nepal

The Non-Banking Financial Services (NBFS) industry in Nepal began because banks
were not available in many rural and remote areas. In the early days, only big cities had
banks, so people in villages had no access to basic financial services like loans or money
transfers.

To solve this, small cooperatives and credit groups were started in the 1950s and 1960s to
help farmers and local workers. Later, in the 1980s and 1990s, as more Nepali people
went abroad for work, the need for remittance services grew. At first, money was sent
through unsafe methods. Then, licensed remittance companies and local money transfer
agents were introduced, making the process safer and faster.

Organizations like Popular Multipurpose Financial Services Pvt. Ltd. became part of this
system, helping people receive money from abroad and transfer money within Nepal.
These services became popular because they were fast, easy, and close to home.

Over time, the NBFS industry has expanded to include cooperatives, microfinance
institutions, finance companies, and remittance providers. Today, it plays a big role in
reaching people who are not served by banks and supports Nepal’s economy, especially
through remittance, small loans, and access to simple financial services for daily life.

9
2.3 Functions of Non-Banking Financial Services (NBFS)

Non-Banking Financial Services (NBFS) play an important role in providing financial

help to people who do not use traditional banks. These services are helpful especially in
rural and remote areas where banks are not available. NBFS institutions offer many
useful services like money transfers, remittances, savings, and insurance. They help
people run small businesses, receive money from family members working abroad, and
manage daily financial needs. The functions of NBFS can be divided into two types:
primary functions, which are the main services they provide, and secondary functions,
which are the extra services that support and improve people’s financial lives.

2.3.1 Primary Functions:

i. Provide loans for small businesses, farming, and personal use

ii. Offer remittance services to receive money from abroad
iii. Help with domestic money transfers within Nepal
iv. Collect small savings from people in the community
v. Offer microfinance services to low-income groups

2.3.2 Secondary Functions:

i. Provide mobile wallet and digital payment services

ii. Help customers pay utility bills like electricity and water
iii. Offer insurance and protection plans
iv. Support local development by encouraging savings and investments

2.4 Legal Status and Licensing of NBFS Provider

Non-Banking Financial Services (NBFS) providers in Nepal must follow the rules set by
Nepal Rastra Bank (NRB). Even though they are not full banks, they must get permission

10
to provide financial services like remittance and money transfers. Companies like Popular
Multipurpose work as sub-agents under licensed remittance companies such as IME or
Prabhu. These providers must follow KYC rules, maintain records, and ensure safe
transactions. NRB regularly monitors them to prevent fraud or misuse. This legal
structure helps build trust among customers and ensures smooth and secure financial
services.

2.5 Contribution of Remittance to Local Households

Remittance is a major source of income for many Nepali families. People working abroad
send money home to support their families in areas like Imadol and other local
communities. This money is used for daily expenses like food, rent, education, and
medical care. In some cases, families also invest in land, homes, or small businesses.
Remittance helps improve the living standard of local people and reduces poverty. For
many households, it is their most reliable source of income (Lamsal, 2024).

2.6 Growth of Remittance Services in Nepal

Over the past few years, remittance services have expanded rapidly across Nepal. Many
local agents and financial institutions now offer easy access to money transfers.
Customers no longer need to travel far to receive funds from abroad. Services have
become faster, more secure, and more reliable. Companies like Popular Multipurpose
play a key role in providing remittance services in growing towns like Imadol. The
increased availability has made these services more convenient for everyone, including
elderly or rural customers (Sharma, 2024).

2.7 Role of Sub-Agents in the Remittance Chain

Sub-agents are small local institutions that help big remittance companies provide
services to the public. Popular Multipurpose Financial Institution acts as a sub-agent by
distributing remittance money received from licensed providers. They check customer
identity, verify payment codes, and deliver funds safely. This makes it easier for people
to access services in their own neighborhood. Sub-agents also help answer customer

11
questions and explain the process. Their role is important in connecting communities to
the wider remittance network.

CHAPTER III
INTRODUCTION TO POPULAR MULTIPURPOSE FINANCIAL
INSTITUTION

3.1 Background

Popular Multipurpose Financial Services Pvt. Ltd. is a local service provider located in
Mahalaxmi Municipality-4, Imadol, Lalitpur, Nepal. It offers a variety of useful services
to the community, including money transfer, remittance, bill payments, and courier
services. The organization helps customers send and receive money safely both within
the country and from abroad making it easier for families to stay connected financially.

In addition to financial services, it also assists with paying utility and other regular bills,
helping customers save time and effort. Its courier service supports the delivery of parcels
and documents quickly and reliably. With a focus on friendly service and easy processes,
Popular Multipurpose Financial Services has become a trusted place for people in the
area to manage their day-to-day financial and delivery needs.

3.1.1 Vision

i. To become a leading local service provider in Nepal.

ii. To continuously improve financial delivery solutions.
iii. To empower communities through quality service and innovation.
iv. To ensure customer satisfaction with friendly and efficient support.
3.1.2 Mission
i. To provide fast, reliable, and accessible financial services.
ii. To meet the everyday needs of the local community.
iii. To build long-term trust through excellent customer care and transparent service.

3.1.3 Objectives
i. To offer safe and timely money transfer and remittance services.

12
 ii. To provide simple and efficient bill payment options for customers.
iii. To promote the use of digital services and increase financial awareness in the
community.
iv. To serve customers with a focus on satisfaction, reliability, and affordability.

3.2 Organizational structure

The organizational structure of Popular Multipurpose Financial Institution Pvt. Ltd. is

designed to make sure that all services run smoothly and customers are served properly.
At the top, there is a Director who oversees the entire organization and makes important
decisions.

Under the Branch Manager, the company is divided into different departments, each
responsible for specific services.

Figure 3.1: organizational structure of PMFS

Director

Manager

Customer Front
service desk

13
3.3 Services Offered by Popular Multipurpose Financial Services Pvt. Ltd.

Popular Multipurpose Financial Services Pvt. Ltd. works hard to provide useful and easy
to use services that meet the needs of the local community. The company has arranged its
services into different areas so customers can get help quickly and easily. Each service
area has skilled staff and the right tools to help customers better. This way, Popular
Multipurpose Financial Services Pvt. Ltd. offers a one-stop solution for services like
money transfer, remittance, travel booking, courier delivery, and bill payments. This
makes it simple for people to handle their everyday financial and travel needs in one
place.

I. 3.3.1 Money Transfer

Popular Multipurpose Financial Services Pvt. Ltd. offers reliable money transfer services
that allow customers to send and receive money safely and quickly. Whether it’s sending
funds to family and friends within Nepal or receiving money from abroad, Popular
Multipurpose Financial Services Pvt. Ltd. ensures that the process is smooth, secure, and
hassle free. The service is designed to help individuals manage their finances easily,
providing peace of mind through trusted transactions.

II. Remittance Services

Popular Multipurpose Financial Services Pvt. Ltd. provides convenient remittance

services that enable people to receive money sent by their relatives or friends living
overseas. This service is especially important for many families who depend on financial
support from abroad. Popular Multipurpose Financial Services Pvt. Ltd. ensures that the
money reaches the intended recipients promptly, supporting the community’s economic
stability and helping with daily expenses, education, and healthcare needs.

III. Travel Services

14
Popular Multipurpose Financial Services Pvt. Ltd. assists customers with travel planning
by offering booking services for bus and air tickets. Whether it’s for local travel within
Nepal or international journeys, the company helps make travel arrangements simpler and
more affordable. Their travel services include guidance on routes, schedules, and ticket
availability, making it easier for customers to plan their trips without stress

IV. Courier Services

The courier service at Popular Multipurpose Financial Services Pvt. Ltd. allows
customers to send and receive parcels, packages, and important documents both locally
and internationally. This service is designed to be reliable and efficient, ensuring that
shipments arrive safely and on time. Whether it’s sending gifts, business documents, or
personal items, Popular Multipurpose Financial Services Pvt. Ltd. provides a trusted
solution for all courier needs in the community.

V. Bill Payment Services

To help customers manage their monthly expenses conveniently, Popular Multipurpose

Financial Services Pvt. Ltd. offers bill payment services. Through this service, users can
pay their utility bills such as electricity, water, internet, and other essential services
quickly in one place. This saves time and effort by eliminating the need to visit multiple
offices or websites, making it easier for people to stay on top of their bills and avoid any
late payments.

3.4 SWOT Analysis

SWOT is a way to look at the strengths, weaknesses, opportunities, and threats of an

organization. It helps to study both the inside and outside factors that affect the company.
Strengths and weaknesses are internal things, like what the company does well and what
it needs to improve. Opportunities and threats are external factors, such as market trends
or competition that can influence the business. This analysis helps the organization
understand its current position and make plans for growth and improvement. The SWOT
analysis of Popular Multipurpose Financial Institution Pvt. Ltd. is explained below:

15
 TABLE 3.1: SWOT ANALYSIS

STRENGTH WEAKNESS
Strong local presence Limited to one area
Diverse service portfolio Fewer resources
Customer convenience Crowded in busy hours

OPPORTUNITIES THREATS
Use of mobile and online services Intense competition
Expanding market Online security risks
Partnership and collaboration Economic instability

I. Strengths:

Popular Multipurpose Financial Institution Pvt. Ltd. has a strong presence and good
reputation within the local community. The company offers a variety of important
services such as money transfer, remittance, travel booking, courier, and bill payment, all
under one roof. This one-stop service makes it easy and convenient for customers to meet
their financial and travel needs. Additionally, the institution has skilled and
knowledgeable staff who understand the local customers well, which helps build trust and
long-term relationships.

II. Weaknesses:

One of the main weaknesses of Popular Multipurpose Financial Institution is its limited
geographical reach, as it mostly serves only the local area. The company sometimes faces
challenges in managing a large number of customers efficiently, especially during busy

16
hours. Compared to bigger banks and financial institutions, it has fewer resources and
less advanced technology, which may restrict growth and competitiveness.

III. Opportunities:

There are many opportunities for Popular Multipurpose Financial Institution to grow. The
demand for digital financial services and mobile money solutions is increasing rapidly,
and adopting these technologies could attract new customers. The company can also
consider expanding to nearby communities or developing online services to reach a wider
audience. Partnering with international money transfer companies could improve its
remittance options. Moreover, as financial literacy grows in the local area, the institution
has a chance to educate more people and expand its customer base.

IV. Threats:

Popular Multipurpose Financial Institution faces threats from competition by larger banks
and new digital financial service providers that offer more convenient and modern
solutions. Changes in government regulations could increase operational costs or limit the
range of services it can offer. Economic instability or changes in the local market
conditions may also affect the business. Lastly, security risks related to financial
transactions and data protection remain a constant concern that the company must address
carefully.

17
 CHAPTER IV
ANALYSIS OF ACTIVITIES PERFORMED AND PROBLEM
SOLVED

4.1 Background

Internships provide a great chance for students to gain real work experience before
finishing their studies. During my internship, I got to learn a lot about how things work in
a financial service company. At first, some tasks were difficult and I faced different
challenges, but as time went on, I started enjoying the work and felt more confident. I
was able to see how problems arise and how they are solved in real situations. Over the
course of the internship, I worked on many activities and learned how to handle issues
effectively. This experience helped me develop new skills and gave me a better
understanding of the daily operations and challenges in the financial industry. Overall,
this internship was very helpful in preparing me for future work.

4.2 Analysis of Activities Performed

During my internship in the Customer Service Department, I was assigned a variety of

tasks that gave me hands-on experience in different areas of banking operations. This
section analyzes the main activities I performed, highlighting the skills I developed and
the knowledge I gained. Through these tasks, I was able to understand how the
department functions daily and how various processes work together to provide quality
service to customers. The following analysis presents an overview of my key
responsibilities and the learning outcomes from each activity. In the intern i had the
opportunity to perform following major activities:

4.2.1. Customer Assistance and Support

One of my primary responsibilities was assisting customers with filling out remittance
forms, which required me to carefully explain the process and ensure that all necessary
information was accurately provided. This helped me improve my communication skills

18
and taught me how to handle customer inquiries patiently and clearly. I also responded to
basic service-related questions, which gave me insight into the common concerns and
needs of customers. In addition, I managed customer phone calls related to verification
and general support, learning how to provide timely and helpful information while
maintaining professionalism. These experiences helped me develop confidence in
interacting with customers and understanding their expectations.

4.2.2 KYC Verification Support

I played an active role in supporting the Know Your Customer (KYC) process, which is
crucial for compliance and security in financial institutions. My tasks included
identifying and resolving issues such as unclear or incomplete documents and incorrect
customer details. This required a great deal of attention to detail and accuracy to ensure
that all customer information was valid and up to date. Through this work, I gained a
deeper understanding of regulatory requirements and the importance of maintaining
accurate records to prevent fraud and maintain the integrity of the bank’s operations. This
experience also improved my problem-solving skills as I had to find quick solutions to
documentation problems.

4.2.3 Logistics and Courier Management

Supporting the logistics team was another important part of my internship. I helped
prepare outgoing courier packages by ensuring that all documents and parcels were
correctly packed and labeled. Additionally, I tracked these packages to make sure they
were dispatched on time and reached their destinations safely. I regularly updated
delivery records and coordinated with delivery personnel, which taught me the
importance of effective communication and organization in managing logistics. This
experience gave me practical knowledge of how courier services are integrated within the
banking system and the role they play in maintaining smooth operations.

4.2.4 Record Keeping and Cash Flow Management

Maintaining accurate records of incoming and outgoing funds was an essential part of my
duties. I was responsible for ensuring that all financial activities were properly

19
documented to support the department’s cash flow management. This activity helped me
understand how important it is to keep detailed records to monitor fund movements and
prevent discrepancies. I also learned about the systems and tools used to track cash flow,
which are vital for maintaining financial stability and transparency. Through this task, I
developed better organizational skills and an appreciation for the behind-the-scenes work
that supports smooth banking operations.

4.2.5. Financial transaction handling

Under close supervision, I assisted in handling daily financial transactions, which

included managing cash and updating transaction logs. This task required careful
attention to detail to avoid errors and ensure that all transactions were properly recorded.
By being involved in these processes, I learned about the importance of accuracy and
transparency in financial dealings. It also gave me a clearer picture of how cash flow is
managed within the department and the controls in place to maintain accountability. This
hands-on experience strengthened my understanding of banking procedures and the
critical role that transaction management plays in overall financial operations

4.2.6. Customer Feedback and Service Improvement

I recorded customer feedback and reported common service issues to help the department
identify areas for improvement. Participating in team discussions also allowed me to
contribute ideas for enhancing both customer service and internal workflows.

4.3 Problems Identified and Solved

During my internship at Popular Multipurpose Financial Institution (PMFI), I observed

several minor issues that affected the daily workflow and customer experience. By
actively participating in different tasks, I was able to identify these problems and
contribute to finding simple and effective solutions. This helped improve both my
problem-solving skills and the overall efficiency of the department. The following are
some of the key problems I encountered and how they were resolved during my
internship.

20
4.3.1. Incomplete or Incorrect Form Submission

Many customers filled out remittance and KYC forms with missing or incorrect
information, which caused delays and extra work. To solve this, I started guiding
customers through the process and carefully reviewing the forms before submission.
This helped reduce errors and improved the overall efficiency of the service.

4.3.2. Courier Dispatch Miscommunication

There were some issues in courier handling due to incomplete delivery records and a
lack of coordination with delivery personnel. I helped update the records regularly and
maintain better communication with the delivery team, which ensured that parcels were
dispatched smoothly and reached the right destination on time.

4.3.3. Customer Waiting Time

At times, a large number of customers led to long waiting hours, making some
customers frustrated or impatient. I supported the front desk in managing customer flow
by quickly handling small tasks and keeping customers informed, which made the
waiting experience more manageable and improved customer satisfaction.

4.4.4. Document Verification Issues

Some customers submitted unclear or outdated documents for KYC verification, leading
to delays in processing. I carefully reviewed the documents, contacted the customers
when needed, and explained what needed to be corrected or resubmitted. This helped
speed up the verification process and reduced follow-up visits.

4.4.5. Lack of Feedback Handling

Customer concerns and suggestions were sometimes not recorded properly, resulting in
repeated issues. I started keeping a note of customer feedback and reported common
issues to the concerned team. This allowed the department to take small steps toward
improving service delivery based on real customer input.

21
 CHAPTER V
CONCLUSION AND LESSON LEARNT

5.1 Conclusion

I had the opportunity to complete an eight week internship at Popular Multipurpose

Financial Institution Pvt. Ltd., and it was a very valuable experience for me. I worked in
the Customer Service Department, where I was involved in many daily tasks and
activities that helped me learn about how a financial company works and how it helps its
customers.

One of my main responsibilities was helping customers fill out remittance forms and
KYC (Know Your Customer) forms. These forms are very important for sending money
and for verifying a customer's identity. I learned how to explain the forms clearly to
customers and how to check them for mistakes. This helped me become more confident
when talking to people and improved my communication skills.

I also handled phone calls from customers who had questions or needed help with
different services. This taught me how to be polite, patient, and helpful even when the
callers were confused or upset. I learned how to listen carefully, find the right answers,
and speak in a professional way.

Another task I was given was to manage records of incoming and outgoing couriers. I
had to write down the details, make sure the deliveries were on time, and report any
delays. This helped me become more organized and careful with details. I also helped
with recording and supporting daily transactions at the office, which gave me an idea of
how money is handled and recorded in a business setting.

During my time there, I noticed some small problems, such as mistakes in customer
forms, delays in courier deliveries, and missing or incorrect documents. With help from
my seniors and team members, I was able to find solutions to these problems. I realized
that mistakes happen in real work situations, but what matters most is how we deal with

22
them and learn from them. This experience improved my problem solving skills and
helped me learn how to stay calm and focused when facing challenges.

Apart from my main duties, I also got to learn about the different services offered by the
company. These include domestic and international money transfer services, courier
delivery, travel and ticket booking, and bill payment services. I found it interesting to
see how all these services are used by people in the community and how the company
plays an important role in making their lives easier. I now better understand how
financial institutions can support local people by providing helpful and accessible
services.

Overall, this internship helped me connect the things I have studied in class with real-
life work. I was able to see how the theories and ideas we learn in college are applied in
a real office environment. I also learned the importance of teamwork, time management,
customer service, and being responsible at work. I feel that I have grown both personally
and professionally because of this experience.

Hence, my internship at Popular Multipurpose Financial Institution Pvt. Ltd. was a great
learning journey. It gave me practical experience, helped me improve important soft
skills, and increased my confidence in working in the financial sector. I now feel more
prepared for my future career and am thankful for the opportunity to learn and grow
through this internship.

5.2 Lesson Learnt

During my internship at Popular Multipurpose Financial Institution, I learned many

important things that helped me grow both personally and professionally. These are the
main lessons I learned:

I. Customer Service Skills

I learned how to talk to customers in a polite and clear way. I helped them fill out forms
and answered their questions. This made me more confident. Even when some

23
customers were angry or confused, I stayed calm and patient. I understood how good
communication can make customers feel happy and respected.

II. Understanding Financial Services

I saw how different services like sending money (remittance), courier delivery, booking
travel tickets, and paying bills work. I understood how these services help people in their
daily lives. This gave me real experience and helped me understand how financial
institutions support the community.

III. Problem-Solving and Handling Challenges

Sometimes, small problems happened, like wrong documents or late couriers. I learned
how to stay calm, think of easy solutions, and ask for help when needed. This taught me
how to handle problems in a smart and responsible way.

IV. Teamwork and Cooperation

I worked with other staff members and learned how to share tasks and help each other.
Working together made the job easier and faster. It also created a friendly and supportive
work environment.

V. Time Management and Multitasking

When the office was busy, I had to do many things at the same time. I learned how to
plan my time, stay organized, and finish my work on time. This helped me become
better at handling pressure and working quickly without making mistakes.

VI. Professional Behavior and Workplace Discipline

I learned how to behave properly in a work setting. I was always on time, wore neat
clothes, and followed the office rules. These good habits helped me become more
disciplined and professional, which will help me in future jobs too.

24
5.3 RECOMMENDATIONS

Based on the internship experience and observations, I would like to provide the
following recommendations to improve service efficiency and the overall customer
experience at Popular Multipurpose Financial Institution Pvt. Ltd.:

i. The internship duration should be extended beyond two months to allow deeper
exposure to various departments and more comprehensive learning.
ii. Interns should be rotated across different departments such as accounts,
operations, and logistics to gain a broader understanding of the organization’s
functioning.
iii. Access to selected internal systems and non-confidential documents could be
provided under supervision to enhance learning opportunities.
iv. Basic training or orientation should be given at the start of the internship to help
interns adjust more quickly to the work environment and expectations.
v. A feedback and suggestion system for interns could be introduced to gather new
ideas and improve the internship program continuously.
vi. During peak hours, the organization can allocate additional support or interns to
the customer service desk to reduce customer waiting time.
vii. Digital tools and automation could be introduced to reduce repetitive tasks such
as form filling and document verification.

25
 REFERENCES

IFC. (2025). Retrieved from Digital Financial Services in Nepal.

Kunz, P. (2022). The Financialization of Remittances in Nepal: Governing through the

Pedagogy of Fear and Hope. Explores financial literacy campaigns targeting
transnational families in Nepal. Retrieved from UNCDF:
[Link]
mobile-wallet-services-a-case-study-of-ime-pay-in-nepal/

Lamsal, M. R. (2024). The Impact of Workers’ Remittances on Household Consumption

Expenditure in Nepal. Finds a positive relationship between remittance inflows
and household consumption in Nepal.

Nepal Economic Forum. (2025). Retrieved from Status of Financial Inclusion in Nepal:
[Link]

Nepal Rastra Bank . (n.d.). Retrieved from Non-Bank Financial Institutions Supervision
Department.

Sharma, L. (2024). Opportunities and Challenges. Impact of Remittances on the Nepalese

Economy. Retrieved from Details how NRB regulates non-bank remittance
service providers, stating that over 56 companies are licensed.

Shrestha, & Joshi. (2018). Remittances and Financial Inclusion: Evidence from Nepal.
Uses household survey data to explore how remittance flows impact access to
formal financial services.

UNCDF. (2022). Retrieved from Integrating Remittance and Mobile Wallet Services:
Case Study of IME Pay in Nepal.

26
27