1.

INTRODUCTION
Century Commercial Bank Ltd. Limited has a history of serving its customers
everywhere across the nation for more than half a century. The Bank has been able
to imprint its presence in national economy through efficient allocation of resources
in all sectors of economy thereby enhancing production and generating employment
opportunities within the country.

1.1 Overview of Century Commercial Bank Ltd. (CCBL)

CCBL is a commercial bank which is service oriented and of philanthropic
nature. Century Commercial Bank Ltd. (CCBL) is largest commercial bank in
Nepal. CCBL was established on January 11, 2011 (2067 poush 27) under the
CCBL Act. Now, the bank is running under banking and financial institute act 2063.
CCBL has been contributing to socio-economic development of the country for the
last four and half decades. The Bank has currently entered into 11 years of service.
CCBL provides various banking services to a wide range of customers they include
elite to poor individuals, institutional customers, and the customers from
industry/business communities. Currently, it is employing more than 1100
employees and 160 branches in different part of the country. It has been running in
profit from the very first of its operation but recently it is going on loss. Currently,
the bank has authorized capital of around 2 Billion 31 Million 8 Lakh. The country’s
economic development also depends on development of Commercial bank. In
Nepal, commercial bank are regarded as the vital element of the financial sector.
They perform various function like accepting deposit, advancing loan, credit
collection, clearance of cheque, sales/purchase of shares/bonds, and transfer of
money and so on. They perform these tasks for uplifting the economic activities.

CCBL has Nepal’s most extensive banking networking with over 132
branches. CCBL has been catering modern banking services to more than 500000 of
customers. It is also authorized to act as the agency of representative bank of NRB
Ltd. The bank is also in the frontline towards fulfilling corporate social
responsibility. The bank has been working as a development partner by acting as a
fund administrator of Poverty Alleviation Fund (PAF). Similarly, the bank has been

1
working as a chief administrator in the Educational Assistance Project (run with the
assistance of World Bank) aimed at assisting poor and diligent students learning at
higher secondary and bachelor level.

 Vision of Century Commercial Bank Ltd.

Vision: “To provide innovative banking services to everyone, every
time and everywhere for the economic development of the nation.

 Mission of Century Commercial Bank Ltd.

Mission: “To provide easy and innovative banking products and
services for our customers by implementing one stop services concept from our wide
network using our modern technology qualified human resources in competitive
environment. We always look for the benefit of the local communities supporting
entrepreneurship, social responsibility and economic prosperity of the nation.”

 Objective of Century Commercial Bank Ltd

 Focus on providing innovative financial services.

 Increase in capital base of the bank by meeting the minimum capital.
 Business growth and increase in the market share.
 Enhance operational efficiency.
 Sustainable increase in profits.
 Focus on empowerment of deprived class.

1.2 Brief History of Bank in Nepal

The origin of Bank in Nepal and its beginning of growth is controversial.
Even though the specific date and the beginning of money and banking system in
Nepal is not fixed, it is speculated the coins like “Manaka” and “Gunanka” were
used during the reign of King Mandev and King Gunahamadeva respectively.
Similarly, evidences regarding the use of silver coins, copper coins and gold coins
by the Malla throw light on the use of money and banking system in Nepal during
ancient period. During the period of king Prithvi Narayan Shah, coin called
“Mohar” came into the existence. Later, a financial institution named “Taksar” was

2
established in 1989 which used to issue coins. In 1993, an office called “Tejarath
Adda” was established in Kathmandu which used to provide loans to the
government officials and the people against the deposit of gold and silver. The
Modern Banking system came into existence in Nepal only after the establishment
of Nepal Bank Limited. It was the first commercial bank of Nepal and was
established on 30th Kartik, 1994 BS in Nepal Bank Act 1994 (1938).

The landmark of the development of bank was the establishment of Nepal

Rastra Bank, which was established in 2013 BS (1957 AD) under the Nepal Rastra
Bank Act 2012 (1956). Similarly, Century Commercial Bank Ltd. was established
in Commercial sector in 2067 BS under the Commercial Bank Act 2021 according
to the recommendation of Nepal Rastra Bank, and was the 23th commercial bank of
Nepal. Thereafter, Agricultural Development Bank was established on 7th Magh,
2024 BS, with and objective of enhancing the agricultural sector of the country,
providing facilities and financial support to the people related to the agriculture.
After 2042 BS, the government started to follow the principles of privatization and
economic liberalization. Due to the result of these principles, different Joint
Venture Banks were established. The first was the Nepal Arab Bank Ltd. (which is
now called NABIL Bank) which was established in 2041 BS. The other Joint
Venture Banks are Nepal Investment Bank Ltd (which was formerly called as
Nepal Indosuez Bank Ltd.) 2042 BS, Standard Chartered Bank (formerly called as
Nepal Gridley’s Bank) 2043 BS, Himalayan Bank Ltd. 2049 BS, Nepal SBI Bank
Ltd. 2050 BS, Nepal Bangladesh Bank Ltd. 2051 BS, Everest Bank Ltd. 2051 BS,
Bank of Kathmandu Ltd. 2051 BS, Nepal Credit and Commerce Bank Ltd
(formerly called as Bank of Ceylon Ltd.). Commercial banks in Nepal are playing
vital roles to collect money in the state. Nepal has many nationalized and private
banking ventures. There are 25 commercial banks in Nepal. All the detail of
commercial bank in Nepal on the basis of name, year established, head office, paid
up capital, working area, links, etc. are given below:-

3
 List of Banks and Financial Institutions

As of Mid-October, 2021 (Licensed by NRB)

Class: “A” (Commercial bank)

Table No. 1.1

S.N. Name Operation Head Paid up Working Links to
Date (AD) office capital Area Related
(Rs. in Bank
crore)
1. Nepal Bank 1937/11/15 Kathmandu 649.95 National [Link]
Ltd. Level [Link].
np
2. Rastriya 1966/01/23 Kathmandu 858.90 National [Link]
Banijya Level .c [Link]
Bank Ltd.
3. Agriculture 1968/01/21 Kathmandu 1037.44 National [Link].
Developme Level [Link]
nt Bank Ltd.
4. Nabil Bank 1984/07/12 Kathmandu 618.35 National [Link]
Ltd. Level [Link].
np
5. Nepal 1986/03/09 Kathmandu 870.66 National [Link].
Investment Level [Link]
Bank Ltd.
6. Standard 1987/02/28 Kathmandu 374.99 National [Link]
Chartered Level ardchartere
Bank Ltd. [Link]
(previously,
Nepal Grind
lays Bank
Ltd.)
7. Himalayan 1993/01/18 Kathmandu 449.91 National [Link]
Bank Ltd. Level layanbank.
[Link]
8. Nepal SBI 1993/07/07 Kathmandu 388.37 National [Link]
Bank Ltd. Level o@[Link]
[Link]
9. Nepal 1994/06/06 Kathmandu 401.18 National [Link].
Bangladesh Level [Link]
Bank Ltd.
10. Everest 1994/10/18 Kathmandu 274.26 National [Link]
Bank Ltd. Level estbankltd.
[Link]
1. Laxmi Bank 2002/04/03 Kathmandu 303.92 Nationa [Link]
Ltd. l Level [Link].
np

4
12. Citizen 2007/04/20 Kathmandu 553.74 Nationa [Link]
Bank Ltd. l Level [Link].
np
13. Prime 2007/09/24 Kathmandu 489.19 Nationa [Link]
Commercial l Level [Link]
Bank Ltd. [Link]
14. Sunrise 2007/10/12 Kathmandu 530.14 Nationa [Link]
Bank Ltd. l Level [Link]
[Link]
15. Megha Bank 2010/07/23 Kathmandu 401.20 Nationa [Link]
Nepal Ltd. l Level abanknepal
.[Link]
16. Century 2011/03/10 Kathmandu 368.90 Nationa [Link]
Commercial l Level [Link]
Bank Ltd. [Link]
17. Sanima 2012/02/15 Kathmandu 530.59 Nationa [Link]
Bank Ltd. l Level [Link]
[Link]
18. Machhapuc 2012/07/09* Kathmandu 386.45 Nationa [Link]
hhre Bank l Level [Link]
Ltd. .np
19. NIC Asia 2013/06/30* Kathmandu 581.96 Nationa [Link]
Bank Ltd. l Level [Link]
[Link]
20. Global IME 2014/04/09* Kathmandu 616.43 Nationa [Link]
Bank Ltd. l Level alimebank.
[Link]
21. NMB Bank 2015/10/18* Kathmandu 543.01 National [Link].
Ltd. Level [Link]
22. Prabhu 2016/02/12* Kathmandu 588.14 Nationa [Link]
Bank Ltd. l Level hubankltd.
[Link]
23. Siddhartha 2016/07/21* Kathmandu 302.21 Nationa [Link]
Bank Ltd. l Level harthabank
.[Link]
24. Bank of 2016/07/14* Kathmandu 457.69 Nationa [Link]
Kathmandu l Level [Link].
Ltd. np

25. Civil Bank 2016/10/17* Kathmandu 458.38 Nationa [Link]

Ltd. l Level [Link].
np

1.3 Nature of the organization

Organization is a social system composed of people, structure and

5
technology for achieving common goals in a dynamic environment. The natures
of the organization are given below:
 Acts as “Go-between” the savers and borrowers of fund.
 Century Commercial Bank Ltd. (CCBL) meets the financial needs of
small scale business units which are located in economically backward
areas.
 Century Commercial Bank Ltd. (CCBL) provides credit facilities to their
customers. Customers with bank accounts also enjoy better credit in the
business world.
 Century Commercial Bank Ltd. (CCBL) collects and realizes bills,
cheque, interest and dividend warrants etc. on behalf of their.

1.4 Business Volume

The Business Volume Report provides visibility into the number of sales
and the amount of revenue generated during a specific period of time. CCBL, the
state owned commercial bank has earned low profit which might be the lowest
among the commercial banks in Nepal. In the fiscal year 2078/79, the bank has
posted a net profit of Rs 1.35 Arab.

6
 CENTURY COMMERCIAL BANK LIMITED
Financial Reporting
Standard
Condensed Consolidated Statement of Profit or Loss for the Second Quarter
ended on 31 Ashwin 2079 of the FY 2079/80

Rs. In ‘000
Particulars Current Year Previous Year
Interest Income 3,306,941 2,160,298
Interest Expense 2,230,700 1,488,563
Net Interest Income 1,076,241 671,736
Fees and Commission Income 134,364 161,792
Fees and Commission Expense 14,035 11,225
Net Fee and Commission 120,329 150,567
Income
Net Interest, Fee and 1,196,570 822,303
Commission Income
Net Trading Income 4,974 48,671
Other Operating Income 22,196 48,246
Total Operating Income 1,223,741 919,221
Impairment Charge/(reversal) (233,739) (87,499)
for Loans and other Losses
Net Operating Income 990,002 831,721
Personnel Expenses 344,609 276,572
Other Operating Expenses 161,227 138,592
Depreciation & Amortization 44,663 39,913
Operating Profit 439,503 376,644
Non-Operating Income 17,440 13,069
Non-Operating Expenses 1,922 462
Share of Profit of Associates - -
Profit Before Income Tax 455,022 389,251
Income Tax Expense
Current Tax 136,507 116,775

Deferred Tax - -
Profit/(Loss) for the Period 318,515 272,476

7
 1.5 Nature and Number of Employees
In the CCBL Janakpur Branch, there are 15 employees working. They are
working in the different departments such as financial department, cash department,
credit department, customer service department and remittance department.
Branch manager is also an employee who are working in the branch office at manager
office. There are three employees who working in the financial department. One
employee is financial manager; other one employee is working for cheque
transaction, some other employees are working for all financial transactions. In the
cash department, there are two employees working. Among two employees, one are
working for payment and deposit transactions. There are three employees working in
the credit department. They are working for credit related activities and transactions.
In the remittance department, there are one employees working. Under this
department employees are working for remittance related transaction through IME.

Customer service department consist of two employees working for service

related activities. They deal with customer for account related information and other
information. In the CCBL, there are three employees working for security as
secretary guard. One employees is cleaner working for cleanness to environment of
internal and external place of the bank.

List of Employees working at CCBL Ltd. Branch Office Janakpurdham

are given:

S.N. Designation No. of employees

1. Branch Manager 1
2. Operation Manager 1
3. Customer Service 2
4. Credit Department 3
5. Teller 1
6. Bank Officer/Teller/Clearing 1
7. Supporting Staff 2
8. Security Guard 3
9. Peons 1

8
 1.6 Product and Services provided by CCBL
Services are the tangible and intangible goods that can be taken and
consumed.
They are created by the films and are consumed by the ultimate customer.

 Deposit
Deposits are the kind of products or services that the blank provides to the
customers. In fact it is the money kept by the customers in the bank with some
interest to be received in near future. The deposit also plays a role of guard by
safeguarding the customers’ money and providing them in time of money as per the
rules and regulations of the bank.

 Current Deposit
Everyone has different banking needs, but every business needs a bank
account. CCBL has a tailor made current account that rightly meets your needs in
today’s fast-paced business. A networked branch of CCBL gives you to transfer funds
and across cities (where CCBL has its offices/branches) in a flash.

Features
 Withdrawal below minimum balance
 Extended banking hours in Kathmandu valley branches
 Standing instruction
 Cash management
 Free cheque book

Document required for opening account in CCBL

The documents required for the limited liability or school organizations are
given: completed account opening form, board resolution to open and operate the
account, certificate of registration/incorporation, articles of association, memorandum
of association, evidence of identification of account operator
(citizenship/passport/driving license/voter’s ID), one recent passport size photographs
of account operator(s). The documents required for the proprietorship deed (in case of
partnership firm0, evidence of identification of account operator
(citizenship/passport/driving license/voter’s ID).

9
  Saving Deposit
Saving deposits are designed with array of features; saving account at
CCBL not only ensures attractive returns to the idle money but also makes personal
banking convenient and efficient. It is basically focused towards encouraging small
savings.

Features
 Attractive interest rate
 Affordable balance
 Unlimited withdrawals/deposits
 Withdrawal below minimum balance
 Extended banking hours in Kathmandu valley branches
 Free cheque book

Document required for opening saving account in CCBL

 Can open the account in minimum balance NPR 500
 Interest rate is 7.133% per annum
 NPR 250 for debit card (visa electron) annually, valid in Nepal and India
 NPR 250 for mobile banking
 Free internet banking
 Free cheque book and bank statement
 Photocopy of citizenship
 Passport size photos

 Fixed Deposit
Fixed deposits are the deposits with tenure ranging from seven days to over
two years. Fixed/Call deposit at CCBL allows diversifying customers portfolio to best
suit their investment plans.

Features
 Attractive interest rate
 Wide options of tenure
 Convenient account opening
 Auto renewal possible
 Loan facility up to 90% of deposit amount

10
 Document required for opening fixed deposit account in CCBL
 Completed account opening form
 Evidence of identification of account operator (citizenship/passport/driving
license/voter’s ID)
 Power of attorney (if the account operator is other than the account
holder / applicant)
 Two recent passport size photographs of account operator(s)
 Introduction by an account holder of CCBL

 Remittance
Remitters from any part of the world can send money from any bank
to an account at CCBL. The originating bank will send the money through one of
CCBL’s correspondent banks (listed below). The remitter must provide the following
to the sending bank: beneficiary’s name, beneficiary’s bank account number,
beneficiary’s branch name or address, and beneficiary’s bank: (i.e. CCBL-SWIFT
Code: CCBLANPKA), CCBL primarily processes foreign remittance via SWIFT
(The society for Worldwide Interbank Financial Telecommunication) and Telex no:
2591 NP through the following correspondent banks.

 Century Commercial Bank Ltd. Loans

Loans are one of the most important factors for generating revenue.
The main source of income of the bank is the difference between the loan it provides
to the customers and the deposit (loan to the bank) it receives from the customers i.e.
spread. So CCBL also provides loan to various customers to help them finance their
short term, medium term as well as long term financial needs. Home Loan, Education
Loan, Apartment Loan, Car Loan, Auto Loan against retail banking.

 Other services provided by CCBL

 Electronic Banking
CCBL facilitate banking with a click of a mouse and where people
can keep track of the account from anywhere in the world. CCBL has robust, instant,
secure and reliable banking solutions for its clients.

11
  Any Branch Banking System
CCBL has been providing Any Branch Banking Service to all the
branches across the country to help the customers get the amount from anywhere and
any place within Nepal. In this kind of facility, the sender can send the money from
any branch within Nepal and the receiver can receive the money from anywhere
within loan.
 SMS Banking Service
CCBL has started SMS Banking Service. Now your bank balance is
at your fingertips. This service is available from all branches.

 CCBL Remit Online

CCBL has started online web based remittance system, where by
Nepali citizens working at Qatar and UAE can send money to Nepal instantly.
Payments can be collected from more than sixty branch offices of the bank. CCBL
has made association with the following foreign agencies for direct remittance
through CCBL remit:

 CCBL ATM / Debit Card Service

CCBL is visa associate member bank. Bank has launched Debit
card services for all the branches with in Kathmandu valley and the service has been
extending to the other branches out of Kathmandu valley. CCBL is issuing three
category of Visa Debit Card:

 Visa Domestic
 Valid in Nepal and India
 Visa International
 Valid Worldwide
 Visa Travel Quota
 Valid worldwide issued against Travelers Cheque
 Functions offered at our ATMs
 Fast Cash
 Cash Withdrawal
 Enquiry (Balance Enquiry & Statement Enquiry)
 PIN Change

12
Among the 140 banks of CCBL, there are 48 ATMs of those banks to provide easy
and quick access to the customers.

 Mobile Banking`
CCBL provides convenient mechanism and quick access to banking
services for CCBL customers from their mobile devices. The system is a SMS based
which can be used by the both Nepal Telecom as well as Ncell telecommunication
subscribers. The mobile banking customers can keep an eye on their financial
transactions as well as carry out secure financial transaction from anywhere, anytime
functions offered at our mobile banking balance enquires last transaction list
transaction alerts fund transfer recharge card bill payments and top up to utilities like
ADSL, Broad link,etc.

1.7 Organizational Structure of CCBL

The head office of the bank is located at Putalisadak, Kathmandu. The BOD
is responsible for policy making and direction to the management. The executive
power is vested in the CEO. The bank has 18 departments in its head office and 5
regional offices across the five development regions of the country. Century
Commercial Bank Ltd. has the less number of branch networks in Nepal than any
other commercial banks, covering 60 branches in the Mountain Region, 57 in the
Terai, and 24 in the Kathmandu valley. The branch operation is responsible for
supervising the 148 branch network. The internal audit department monitors the work
of the branches and regional offices. The organizational structure of the CCBL is
shown on the following figure:-

13
Figure 1.1: Organizational structure

14
2. OBJECTIVES OF INTERNSHIP REPORT
The major objective of the study is to get better understanding of the overall
activities and assess contribution of CCBL in overall economic development. The
other specific objectives are as follows:
 To gain an experience to work independently to formulate projects like
these.
 To gain practical insight of the real working conditions.
 To acquire sound knowledge about the organization’s policies and
principles.
 To know about the operating procedures of different departments in
general.
 To help to develop the managerial skills within ourselves to be successful
managers in future.

2.1 Study the Chosen Organization

CCBL Ltd. is established on January 11, 2011 (2067 poush 27) – a
synonymous of stable and people’s bank in Nepal – is one of the pioneer Bank in the
country with the history of less than half century. The Bank has been running under
Bank and Financial Institute Act (BAFIA) and Company Act (CA) 2063 at present.
The Bank licensed by NRB as an ‘A’ class commercial bank of the country has
grown up as an indispensable component of the Nepalese economy.

CCBL Ltd which has made glorious history of contributing for the
monetization of the economy, eliminating dual currency in the market, initiating
preliminary financial literacy, help flourish industrial, commerce and financial sector
of the country has now emerged as a modern and strong financial institute of the
country. The Bank with 2600 hands has expanded its wings in the most part of the
country through multiple distribution outlets of 160 branch, 17 country, 93 Branch
Less Banking (BLB) and 94 ATMs. The Bank with the highest public confident –
reflected in the highest deposit base and growing demand for branch established in
the various parts – has stood as a pyramid in the financial arena of the country. The
Bank is fully committed to contribute its best for the socio economic development of
the country and people in the days to come.

15
 2.2 Specific Objectives
The basic objectives of this fieldwork are described below:-
 To fulfill the partial requirement for the BBA program by Purbanchal
University (PU).
 To understand the real complexity and unforeseen problems and
opportunities on the job.
 To know about the different strategy of CCBL and how is it successful in
dealing with its customers.
 To have the practical knowledge in the banking system.
 To analyze the position of remittance in CCBL.
 To be familiar to the banking practices, rules and regulations of Nepal.

3. METHODOLOGY
The internship report is the study of particular subject held by the collection,
compilation, presentation, questionnaire, and interpretation of relevant information.
The main chapter deals on research design, natures and sources of data information,
population, and sample, data collection procedure and data analysis. The research
methodology is the process of arriving to the solution of the problem through planned
and systematic dealing with collection, analysis and interpretation of the facts and
figures. As this research entirely considers about the loan management system of
Siddhartha Bank Limited, those research methodology are used that proves to be
helpful.

 Primary Data:
Primary sources are the collection of data by the observation of the
individual himself.

 Secondary Data:
Secondary sources are those data, which are collected from the data
previously been used.

16
 3.1 Placement
Regarding the placement, the internee was appointed to conduct his internship
at the head office and Main Branch Office (MBO). However, the internee was also
sent to Mahendra nagar branch of CCBL during the course of internship. During the
internship period the internee was placed in different departments of the bank so that
he could have the overall knowledge of the banking operations.

3.2 Duration
According to the Faculty of Management, the duration of internship period
has been defined for eight weeks. However, the internee did his internship for about 8
weeks. The internee started the internship in the bank at 2022 July 04 to 2022 August
17. During this internship period of 8 weeks the internee was able to learn about the
bank’s culture, work environment and the working procedure of the various
departments of the bank.

3.3 Limitation of the Study

Despite most of the efforts undertaken to make the project more realistic,
practicable in terms of Nepalese context, there are certain limitations of the study:

 The subject matter itself is vast and the internship period is just eight weeks.
So time allocated for the internship is not sufficient to gain banking
operation in depth and all the department were not possible to be covered.
 It was difficult to have the in-depth study of all the departments due to the
time constraints.
 The bank’s policy in keeping some matters confidential prevented from
analyzing various critical facts and issues.
 Limited availability of annual reports, office records, and other published
and unpublished source of data.
 Time and resources constraints are the major limitations of this report.
 This report does not explain the overall functioning of the bank.

17
  Since the intern is confined to few departments, only the related data of
limited departments are available.
 However, ignoring all limitations, it has been tried to gain adequate
banking knowledge and sincerely perform the task assigned.

4. OBSERVATIONS
4.1 Observation
As a requirement of Purbanchal University BBA program, I have undertaken
an internship program of eight weeks. During the internship period I was exposed to
the business world and got an opportunity to relate the theoretical knowledge I have
gained in the classroom to the practices in the organization.

As an intern, I not only fulfilled my responsibilities that was assigned to me

by the organization, but also enhanced my own knowledge of employment
opportunities & responsibilities gained professional work experience, expanded
technical knowledge, processed skills and interpersonal skills through working with
organization personnel and its clients.

My topic for the study was related to "CUSTOMER SERVICE

DEPARTMENT "of Century Commercial Bank Ltd.". Customer service is a series of
activities designed to enhance the level of customer satisfaction-that is, the feeling
that a product or service has met the customer satisfaction." 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.

18
 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.

Excellent customer service can improve the bank's ability to lure affluent
prospects, elevate the bank's profitability, lower bank operation costs, and create
greater customer loyalty. When a bank invests in training its customer service staff,
impressive results may follow.

Customer service department is the most important department in a bank.

This department is also often called as information desk or business desk as
customer's first contact in this department for their queries. Hence, the image and
status of the bank depends upon the effective functioning of this department. This
department is mainly responsible in assisting customers to explore the services
offered by the bank, explaining the process of receiving services and providing
various customers services during and after the financial services.

4.2 Functions of Customer Service Department

In addition to resolving customer's complaints and answering their questions,
the Customer Service Department also takes suggestions from customers who have
new ideas that may improve the image of a company and attract new customers.
Some important function are:-

 Dealing with customer

 Account opening
 Issue of cheque book
 Assist customer to fill out the account opening form correctly and also
obtain all necessary document

 ATM card issuance

 Filing
 Providing information about different banking product and services

19
  Information dissemination to all customers.
 Doing various back office work like cheque binding, filing of documents,
register entry.

4.3 Detail of Assigned Work Responsibilities

The internship was conducted in the Customer Service Department and
Marketing department of the bank under the guidance of operation in-charge.
Placement in these departments provided the exposure and understanding of the
various service and procedures of the bank and its relationship with its customers.
All the experience and knowledge gained in the 8 weeks of the internship is explained
in this chapter.

Marketing is the important part of any financial institution. MBNL has also
given utmost priority to this department. Internee got the chance to observe the
activities of the marketing department. In order to provide the practical knowledge
and personal dealing ability to the internee, MBNL had given the target of 40 new
accounts to every internee which I had also fulfilled successfully. Going through this
target internee could learn about dealing with the customers and got the chance to
develop personal and communication skills.

4.4 Customer Service Department (CSD)

Customer service is the front desk of any organization. It is the place where
customers make the first contact with the bank. The image and the reputation of the
bank depend upon effective functioning of this department. It includes responding to
customers' questions and complaints in a thorough and timely manner and interacting
with customers through face-to-face meetings, telephone, mail, fax, and email. It is
very important to know that a highly satisfied customer stays loyal longer, buys more
as the organization introduces the new product, pays less attention to competing
brands and is less sensitive 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.

20
 4.4.1 Activities Done in Customer Service Department
This department is responsible for carrying various activities starting
from the opening of an account to the value additional process as a part of after sales
service. The different activities done in SD throughout the internship period are:

A. Dealing with customers

Customer counseling is most important functions of customer
service department. It is the responsibility of internee to provide the information
regarding the bank and its various products and services. For dealing customers in,
CSD, the staff should have adequate knowledge about the various products and the
services of the bank and should have good communication skill to communicate
correctly, precisely and politely. The inquiry about bank rules, problems of ATM
cards, procedures of opening a new account, fund transfers were the major queries to
be answered. Apart from face to face interaction, the internee has to receive incoming
calls and respond to the queries. The regular follow-up and the contacts with the
customer are essential to flow important messages such as pending documents yet to
be provided, delivery of cheque books and ATM cards.

B. Account opening
Account opening is the initial step in deposit collection. It is one
of the crucial functions of the commercial bank. The account opening form contains
the accountholder's name, permanent and temporary address, occupation, contact
number and signature of the account holder and the type of account preferred to open.
Along with an account opening form he/she should present two passport size recent
photo of own, one copy of citizenship certificate. That should be verified with
original documents. The customers should also include the name and details of the
nominee. After the form is filled, the account number is given as per register
sequence. Alter this, the customer's data are stored in the computer system (FLEX
CUBE) after verification by operation in-charge. The account opening form along
with other necessary documents is kept in a file in a serial order as per account
number for future reference. The bank opens new account two different ways:

21
  Personal account
Any individual who is capable of entering into the contract can
open an account in the bank. He/she can open the account in all convertible
currencies directed by NRB. Two or more individuals can also open a joint account in
their names.

The basic requirement of opening a personal account:-

 The account holder must be present in business desk in the time of

opening an account.
 Fill up the prescribed application form.
 Original copy of identification document i.e. citizenship or passport and
photocopy to be attached with the application form.
 Two passports size photograph of the account holder.
 Nominee form and citizenship of the nominee.
 One introducer is required for the new customer to open an account.

 Corporate account
Any registered firms, organizations and corporations can open
the corporate account in the bank for smooth business transactions. The corporate
account can be opened in all the convertible currencies directed by CCBL. The firms
can open the account by providing the prescribed documents. All the original
documents should be presented for verification. The basic requirements of opening a
corporate account are:

For Proprietorship Firm

 Declaration of Sole Proprietorship.
 A copy of Firm Registration Certificate.
 A copy of Income Tax Registration Certificate.

 A copy of identification paper of promoter/ account operators, two copies

of the recent photograph of proprietor should also be obtained.

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 For Partnership Firm
 Letter of Partnership duly signed by all partners.
 A copy of Partnership Deed duly attested.
 Certified copy of Partnership Registration.
 Identification papers of all partners and account operators.
 Income tax registration/renewed certificate.

For Corporate Bodies

 Certified copies of Memorandum and Articles of Association of the
company.
 List of existing directors.
 Resolution of Board of Directors to open and operate the account.
 Company registration and Income Tax registration certificate.
 Identification papers of directors and account operators.
 Notification of appointment of office bearers as authorized account
operators in case of Corporations.

Process of opening new account (saving and current)

 Provide new account opening form to the customers (individual or
corporate).
 After the form has been filled up by the customer, review the form so that
all the required information is provided.
 Check all the essential documents and verify them with the original one.
 The customer is requested to fill the deposit slip to deposit the minimum
balance of concerned scheme and charges the necessary charge for ATM
card and other services if applicable.
 The details of the customer are entered into the bank software (i.e. FLEX) to
get customer id and account number.
 The signatures and stamps are scanned and loaded in the bank software
 The Operation in-charge verify and approve the account.
 The account opening form along with other necessary documents is kept in a
file in a serial order as per account number for future reference.

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 Process for opening fixed account (time deposit)
 The customer is requested to fill the application for time deposit specifying
account holder's name, amount, maturity period and other details.
 If the customer does not have any account in the bank, then he/she should
open saving account initially in order to credit the interest of time deposit.
 Time deposit application is verified by operation in-charge.
 The customer is requested to deposit either cash or cheque in his/her saving
 Fixed Deposit Receipt (FDR) or time deposit certificate is issued to the
customer as the proof of fixed account after accepting the deposit.

C. Account closing
All the request for the closure of accounts must be made in
writing form and duly signed by the account holder. All unused cheque leaves, ATM
card, locker key must be submitted to the bank. The bank charges a certain amount
for the process.

Procedure of account closing

 The customer willing to close the account should fill up the account
closing form.
 For the closure of accounts unused cheque and ATM should be returned to
the bank.
 Before closing any accounts, the bank's staff verifies the signature, checks all
the liabilities of the customer in the bank.
 For the closure of the individual account and sole proprietorship account, the
account holder should visit bank himself'/ herself. Similarly, in the case of
joint account all the account holders should be present.
 Settlement of the balance after deducting all the required charges. Ensure
that no balance is left in the customer's account.
 Close the account in the banking system.
 The account closing form with all the documents is to be filed in the account
closing file.

 The returned ATM card should be destroyed and blocked.

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 D. Cheque book issue
Cheque book is issued for the new account and for the existing
account holder on the request by submitting their cheque requisition.

Process for cheque book issue

 For new account, customer should fill the request for the cheque-book in the
account opening form.
 For existing account, customer needs to fill up the slip which is inside the
cheque book.
 For new account holder, only 10 leaves of cheque are issued and after the
first issuance, a number of leafs are provided as per the customer's demand.
 The account holder or agent (whose name is in requisition slip) should be
present while receiving cheque book.
 Once cheque book becomes ready need to make entry in the cheque book
register which includes details such as (date, a/c number, a/c name, receiver's
name, and receiver's signature, initial of staff)
 Cheque book needs to be finally rechecked at the time of handing over to the
recipient.
 The old requisition slip (presented for the demand of cheque) should be filed
for future purpose.

E. Distribution of ATM card

CSD is responsible for distribution of ATM card. The customer
can make the use of ATM card with payment of Rs250 per year. Once the form is
filled, the request for ATM cards is forwarded to the card department.

Process of ATM card distribution

 A collection of the ATM card received from card department.
 Maintain record and inform the respected card holders about the delivery
of the card.

 On the presence of card holder, the card and account details are filled up in
card register. The card register includes information about (date, A/C
number, A/C name, card number, delivery date, the signature of the receiver,
initials of staff).

25
  Signature is verified with the signature of card requisition provided during
the time of A/C opening.
 After verifying the signature, the card is distributed along with pin code
(default pin code initially provided by account holder while filling the form)
and other details about card activation, using process.
 The account holder is suggested to use the ATM card only after 24 hours of
receiving and for changing pin code for the activation of the card.

F. Issue and distribution Internet-connect username and password

Internet banking facility of CCBL is free of cost service provided to
all A/C holders, where one can enjoy checking balance, transferring money, stop
payment, view, and print statement, etc.

Process for internet-connect distribution

 In order to receive this service, the account holder has to fill up i-connect
form and maintain authorized signature.
 After verifying the details employees in CSD gets to log in to I- connect
service, add details and the system prints username and password.
 The confidential username and password printed are then distributed to the
respected a/c holder maintaining acknowledgment for i-connect username
and password.
 The account holder then can use internet banking presented in home page of
[Link].

G. Account statement printing

Account statement is a printed document issued by the Bank to
the demanded account holder and contains the total available balance in the particular
account till the date along with the amount of interest earned. The statement is
provided to the account holder or his/her agent who come with the letter mentioning
about providing statement along with the signature of account holder only. In the
case of any organizations letter mentioning about providing balance statement along
with company's stamp is the must.

26
 Charges for account statement
 Rs1000 for 1 year to 2years per statement.
 Rs1000 for more than 2years per statement.

H. Filing and Record Keeping

All the documents created for various purposes relating to the
individual account, corporate accounts, requisition of cheque, various forms, charges
payment slips etc. must be well documented, indexed and filled in their proper places
for future reference. They should be placed in a fire proof cabinet under lock and key
where possible separate cabinets should be maintained for the different type of
account with clear identification on the locker indicating the starting and ending
numbers of the files stored in particular lockers/cabinets.

4.4.2 Rate of Interest of CCBL

Table No. 4.1
With effect from 2079/09/01(December 16, 2022)
Product % Per Annum
Deposit Saving
Century 5 Saving Account 7.133
CCBL Saral Bachat Account 7.133
CCBL Youth Saving Account 7.133
Century Premium Saving Account 8.133
Century Bal Bachat Khata 7.133
Century Hybrid Bachat Khata* 9.133
Century Remit Premium Saving A\C 10.133
Call Deposit
A) Normal 3.566
B) Institutional 3.566
Fixed
Normal Fixed Deposit
3 Months 11.33-12.133
6 Months 11.33-12.133
1 Year 12.133-14.14
2 Year 12.133-14.14
3 Years 14.14
CCBL Corporate Fixed Deposit ###
3 Months 10.133
6 Month to below 1 Year 10.133
1 Years and Above 10.133
Foreign Currency Deposit
Saving
USD 7.25

27
 EURO 5.50
Other Foreign Currency 7.25
Call
USD 5.75
EURO 4.00
Other Foreign Currency 5.75
Lendings Working Capital Loan
A) Overdraft* BR+5.00
B) Hypothecation* BR+5.00
C) Pledge loan BR+5.00
Term Loan
A) Industrial / Commercial BR+5.00
B) Housing / Real Estate BR+5.00
Loan against Gold and Silver BR+6.00
Loan against Government Bonds 3 Premium+2.00
Loan against CCBL's Fixed Deposit Coupon+2.00
Loan against First Class Bank BR+5.00
Guarantee
Priority Sector Loan BR+7.00
Deprived Sector Loan
A) Individual (Upto 2 Lakh) BR+6.00
B) Individual (More than 2 Lakh) BR+6.00
C) Institutional BR+6.00 (Wholesale)
BR+7.00 (Direct)
Trust Receipt / Import Loan BR+5.00
Export Loan BR+5.00
Export Refinancing As per agreement
Home Loan
Upto 10 Years BR+4.00
Upto 15 Years BR+4.50
Upto 20 Years BR+5.00
Auto Loan 2.50
RastraSewak Loan 3.00
Loan against shares BR+6.00
Eduction Loan BR+5.00
Personal Loan 3.00-5.00
#: Minimum

Balance Rs

50000.00 ##:

Minimum Amount

Rs 0.5 million

###: Minimum Amount Rs 5 million @ Minimum 100 thousands @@

28
 Conditions applied

*: 0.50% rebate on Timely Payment

Base Rate for the Month Ashwin

2079: 11.32% Spread Rate for

the Month of Kartik 2079: 4%

4.5 Problem Encountered During Fulfilling Work Responsibilities

 Customer’s language and behave: - Different types of customer used to
speak different language because of their background and used to behave
differently.

 Questionnaire of the customers: - Many questions were asked by different

customers.
 Problem in Cheque printing: - Cheque printing machine used to create
problem during printing.
 Problem during dealing with customers.
 Banking software: - The software used to be slow down sometimes.

4.6 Data Collection

A. Primary Data:
The primary sources are that sources under which the information is
collected for the first time by the investigator for a certain object. They are the first
hand data. The primary sources of data included the following.

Interview:
First sources of primary data collection is the interview. The informal
interview with the different staff member of loan section of CCBL bank gave the
researcher other required information.

Observation:

29
 Observation during the course of two internship program at CCBL
Bank, Janakpur gave the researcher insight in to the working environment, how task
and duties are done within the bank and loan management procedures.

B. Secondary Data:
As the primary data were insufficient so the researcher had to go for the
secondary data. The different secondary data are as follows-

Annual Reports
The annual report published by the bank helped a lot in giving the insight
about different banking activities.

Reports and Magazines:

Different reports prepared by other researcher gave the researcher the
required knowledge about the bank. The different magazine and newspaper also gave
different insights to the researcher.

Internet:
Internet is one of the widely used secondary sources of data. Different
websites gave different knowledge which helped the researcher to prepare this report.

5. ANALYSIS AND REVIEW

5.1 Analysis of data collected on any specific issues
A very unseal activities is happening in ted by the banking business. After
the loan is provided by the bank, regular inspection and monitoring are not made to
know whether the debtor has used the loan in productive or not. Due to this region,
there is great amount of unrecovered bank loan. Bank only depend upon the direction
and guidelines of CCBL but they don’t have clear view and have term of the not
formulated their own organized cash management.

The main focus of the study will be towards the loan providing system of
the ADBL. This study basically deals with the following issue of joint venture bank.

 What kind of loan policy the selected banks have followed?

 Is there any variation in the performances, profitability, income,

30
 investment and funds etc.?
 Is there positive or negative relationship in between loan, investment and
repayment, divide and EPS, MPS and NI?
 Is there any difference in between loan investment followed by the selected
commercial bank?

5.2 Critical analysis of the theoretical concepts relating to practical

experiences in the departments
Internship report is the 1st report arresting in BBA program. It is difficult to
me to prepare internship report as it is of 100 marks. The objective of BBA program
is to develop student into competent manager for any sector there for, the student are
given opportunities to obtain broad knowledge of the concept and reality skills, to
practical experience.

 To take orientation class.

 To know how does it written in orientation class.
 At the end of the lecture the teacher provided as the structure of internship
report.
 Teacher explained the topic and support to write.
 Help to prepare questionnaires, which were necessary for data related
articles of organization.
 To were internship report in copy.
 To check from related teacher.

5.3 Knowledge Gained

The banking sector is one of the service sectors which is vital for the uplift of
the economy for the country and is dominant in the present context. The work in the
bank is a really challenging one which was learnt during the internship at the CCBL. I
would be able to know the banking system through my internship and get the
practical exposure but I found it was quite different experience. Moreover,
willingness to learn and taking initiative is essential to gain comprehensive
knowledge about the work. The eight weeks long internship at CCBL did not only
gave me an opportunity to learn about the basic activities of the various departments
but also helped to shape personality and character to greater extend. Some of the

31
experiences that are gathered during the internship period are:-

 Dealing with people from different background mostly in remittance

department.
 Develop strong work ethics from internship.
 Learn to work in team and individually to perform the assigned task.
 To build communication skills, analyze work place relationship, build
greater networking, and socialize with many people.
 Learn the organization environment.
 Motivated employees are needed to grow the organization.
 Organization should maintain good relations with customers to survive.
 About importance of the time management and the need of the
communication skills are very much needed in service department.
 Working in the bank has helped to develop a learning habit to a great extent.
 Developed inter-personal skill which will enhance interaction ability.
 Dealing with various types of customers has improved mass facing ability.

6. CONCLUSION AND RECOMMENDATION

6.1 Conclusion
Century Commercial Bank Ltd. begins the history of formal banking in the
country and has been contributing its bit for the national development. During the
several years of functioning BB has gone through various ups and downs, however, it
has always contributed in the national growth with its activities. BB services reach
the extreme of the county to facilitate its customer and build the trust of individual
and business houses for the commercial banking industry, CCBL facilities and
product prove themselves to be commendable from the above analysis. The financial
position explained its profitability and market coverage which is appreciable for a
bank with the history of some disastrous years. The recovery of the bank in terms of
its financial position, its adaptation to technological advancement and customer trust
shows that the bank has enormous opportunities and new heights to achieve.

As intern at CCBL I have experienced a great deal of corporate cultures in a

32
friendly environment. I was involved in various departments gather practical
experience about the functioning of those departments and the bank as a whole. This
internship favored to get the practical acquaintance of the bank and its overall
operation system. Learning under those experienced heads made work easy and I was
able to develop and

represent as a member of the bank rather than just an intern observed the
various activities done at CSD that aid in the development of interpersonal and
communication skills. Placement at various departments made to be familiarized with
overall activities; risk associated with the activities and the matter that needed a close
monitoring in those departments. Working in "GLOBUS" made experience the
pressure during the time of handling help desk and dealing the customers crowd; also
made aware about the critical aspects of opening new account, enquiring balance,
printing cheque book, distributing cheque book, checking authorized signature etc.
Experience at CD completed the knowledge of overall banking operation as intern
analyzed the financial position of the branch, its income- expenses, and observed the
activities of auditors and the information desired for auditing.

While concluding this report, I am intensely satisfied with the internship and
its outcome. This experience will not only be beneficial today but also in the future
when I will work in the real life.

6.2 Recommendation to improve a customer service department

By working as an intern for 8 weeks at Century Commercial Bank Ltd. and
observing its working environment and procedures, some areas of improvement have
been identified. Therefore, the following measures are recommended to the bank for
enhancing its performance:
Customer satisfaction is the most important thing in any organization. But it
was seen that some of the customers of the bank were not satisfied by the time taken to
render service. Thus taking this into consideration BB should focus more on providing
quick and satisfactory services to the customers.

 CCBL should increase the number of ATM machines both within and
outside the valley so as to attract more customers towards the bank.
 There is large number of over staffing in CCBL so it should downsize lots

33
 of staff and in BB there is lack of younger employees also.

 Adopting efficient marketing strategies to encourage more of the customers

will help BB to successfully compete with other banks.
 Though at present CCBL is providing training programs to its employees at
a certain level, it should organize such programs on a regular basis so as to
enhance the skill and competency of staff.
 It was also seen that the customers had to wait for a longer period of time in
the cash counters due to limited counters with which the customers were
dissatisfied. Therefore, BB should also try to increase the number of cash
counters to minimize the waiting time of the customers.

6.3 Contribution of Internship in Knowledge Gain

 On the basis of information mentioned in earlier chapter, following finding
can be drawn. Interest rate on deposit provided by the CCBL Bank are
comparatively lower than some other banks.
 Pace of customer service is appreciable.
 Staff are friendly and co-operative so that intern is being able to get many
more information
 Most of the customer are aware of the electronic-banking service but are not
personally using them; this can be because of the lack of technical know-
how of the customer.
 Deposit are increasing every year.
 The rules related to the operation of the banks the interest, the charges, are
revised time to time to cope with the dynamic environment.
 CCBL Banks provide free medical insurance services up to Rs. 10,000 its
customers.

7. REFERENCES
34
 Prem Raj Pant (2009), Social Science Research and Thesis Writing, 5th Edition,
Buddha Academic Enterprises Pvt. Ltd, Kathmandu.
 Bhandari, Trichandra, Bista, Rituraj, Century Commercial Bank Ltd. Ltd,
Aksharanka Prakshan, Kathmandu.
 Manuals on Operation Function of Century Commercial Bank Ltd..
 Catalogues (2017) of Century Commercial Bank Ltd. Limited on “CSD”.
 Official website of Century Commercial Bank Ltd. Limited, “[Link]”
 Official website of Nepal Rastra Bank, “[Link]”
 Annual Report of Century Commercial Bank Ltd..
 Report writing from seniors.
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]
 [Link]

35
8. ANNEXURE
ANNEXURE-I
List of Employees working at CCBL Ltd. Branch Office Janakpur
Table No. 1.3
S.N. Designation No. of
employees
1. Branch Manager 1
2. Operation Manager 1
3. Customer Service 2
4. Credit Department 3
5. Teller 1
6. Bank Officer/Teller/Clearing 1
7. Supporting Staff 2
8. Security Guard 3
9. Peons 1

36