AN INTERNSHIP REPORT

ON
CUSTOMER SERVICE DEPARTMENT
OF
CITIZENS BANK INT’L LIMITED,
RAJBIRAJ BRANCH

Submitted By:
Raghav Pokharel
P.U. Registration No. 124-2-2-03030-2021

Kshitiz Educational Foundation, Rajbiraj

An internship report submitted to the

Purbanchal University, Faculty of
Management In partial fulfilment for the
Degree of
Bachelor of Business Administration (BBA)

August, 2025
Rajbiraj

i
ii
 ACKNOWLEDGEMENTS
It is with profound respect and appreciation that the intern acknowledges Purbanchal
University and Kshitiz Educational Foundation, Rajbiraj for providing the opportunity to
undertake this internship program. This initiative has been instrumental in bridging academic
learning with practical exposure, thereby enhancing the intern's professional [Link]
intern extends sincere gratitude to the internship supervisor, Mr. Keshav Jha, for providing the
intern this [Link], the intern expresses deep appreciation to the entire team at
Citizens Bank International Limited, Rajbiraj Branch, Saptari, for their kind cooperation,
mentorship, and assistance. Their unwavering support and willingness to share knowledge
created a conducive learning environment that significantly enriched the internship experience.

iii
 TABLE OF CONTENTS

Cover page
Inside Title Page
Recommendation
Viva Voice Sheet
Certificate of Internship Training Organization
Acknowledgements ⅰ
List of Contents ⅱ -ⅲ
List of Tables ⅳ
List of Figures ⅴ
List of Abbreviations ⅵ
Executive Summary ⅶ

CHAPTER-ONE
INTRODUCTION
1.1 Introduction to Bank 1
1.2 Types of Banks 2
1.3 Functions of Banks 4
1.4 Introduction to CZBIL 11
1.4.1 Mission 12
1.4.2 Vision 12
1.4.3 Capital Structure of CZBIL 12
1.5 Introduction to CZBIL, Rajbiraj Branch 13
1.5.1 Nature and number of employees 14
1.5.2 Products and Services 14
[Link] Products of Citizens Bank Int’l Limited 15
[Link] Services of CZBIL 16
1.5.3 Organizational Structure of CZBIL 17
1.6 Objectives of Study 20
1.7 Placement 20
1.8 Duration of Internship 20
1.9 Limitations of Study 21

iv
CHAPTER-2
OBSERVATION
2.1 Introduction to Customer Service Department 22
2.2 Functions of CSD 23
2.3 Details of Assigned Work and Responsibilities 24
2.4 Account Opening Procedure 26

CHAPTER-3
ANALYSIS AND REVIEW
3.1 Critical Analysis of theoretical concept relating to practical experiences in the
departments.
34
3.2 Knowledge gained from work assigned. 34

CHAPTER-4
CONCLUSION AND RECOMMENDATIONS
4.1 Contribution of internship in knowledge gained 35
4.2 General Comments and Suggestion for the Organization 35
REFERENCES 36

v
 LIST OF TABLES
Table 1.1: Nature and Number of Employees 14

Table 1.2: Placement Of Internship 20

Table 2.1: Number of A/C opened 33

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 LIST OF FIGURES

Figure 1.1: Functions of Bank 5

Figure 1.2: Capital Structure of CZBIL 12

Figure 1.3: Organizational Structure of CZBIL 18

Figure 1.4: Organizational Structure of CZBIL Rajbiraj 19

Figure 2.1: Functions of CSD 23

Figure 2.2: Account Opening Procedure 26

Figure 2.3: Number of Account Opened 26

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 LIST OF ABBREVIATIONS

ASBA Application Supported by Blocked Amount

ATM Automated Teller Machine

BBA Bachelors in Business Administration

CEO Chief Executive Officer

CSD Customer Service Department

CZBIL Citizens Bank Int’l Ltd.

EMI Equated Monthly Installment

IPO Initial Public Offering

KIOSK Self-Service Machine

LC Letter of Credit

NCHL National Clearing House Ltd.

NIDC Nepal Industrial Development Corporation

NPR Nepalese Rupee

NRB Nepal Rastra Bank

SEBON Securities Board of Nepal

T-bills Treasury bills

USD United States Dollar

VAT Value Added Tax

vii
i
 EXECUTIVE SUMMARY
This report, titled “Customer Service Department”, is the outcome of the BBA
internship program. The internship provides an opportunity to apply theoretical
knowledge in a practical setting, enhancing our understanding of real-world business
operations. This report presents an overview of the banking practices observed at
Citizens Bank International Limited..

During the internship period Intern was allocated in the CSD activities of
organizations. Intern have worked on this report followed by the knowledge that
Intern have gained from working, training, and personal experiences.

The first part of the report consists of a study and an introduction to the background of
the project with introduction to bank and introduction to Citizens Bank Int’l Limited.
The second part of the report consists of observation and introduction to CSD with
assigned work and responsibilities, and third and fourth part consists of analysis and
review of study, and conclusion and recommendation respectively.

ix
 CHAPTER-ONE

INTRODUCTION

1.1 Introduction to Bank

Bank is a financial institution which deals with money. It is an institution which is
created by national law. Bank is an institution that collects money from the surplus
unit and lends to deficit unit. Bank rise the fund by accepting deposit, borrowing fund,
and issuing equity and preference share. These funds are used by the banks to buy
securities and to make loans. Since banks accept deposits and grants loan to deficit
unit, it also trades money. It issues money and supplies to the nation’s economy. Bank
is a financial institution that provides interest for surplus amt and receive interest form
deficit person against loan. It also provides capital formulation for business
companies. Bank also provide services to the national and international business
through various service like fund transfer, debit card, credit card, LC (letter of credit).
According to Kent ‘A bank is an organization whose principal operation is
concentrated with the accumulation of the temporary idle money of the general public
for the purpose of advancing to others for expenditure.'
According to commercial bank act (2031) ‘Bank is an organization established for
the purpose of exchanging money deposit lending money and participation in
transaction.’
In conclusion, a bank can ne define as any business organization that offers
acceptance of deposit which is subject to withdraw on demand and grants loan and
credit facility to private individual and business firm on commercial basis.
The development of any country is based on development of financial institutions as
commercial banks, development banks, finance company and micro finance
institutions etc., Banks create capital by accepting deposits from public and provides
that capital to require and fulfill individuals, business institutions and industrial
sectors funds. So, there is need banks for economic development of the country. In
other words, there is no possibility of economic development of a country without
development of banking system.

1
1.2 Types of Banks

a. Central Bank: Central bank is the apex of financial institutions and monetary
institutions of the country. Central bank is the lender of last resort, regulates, and
supervises the activities of the banks and financial institutions operating in the
country. Central bank is full ownership of the government, so all the revenue and
expenses of government is collected and payment. Central banks also formulate and
implement monetary policy in the country. Central bank issues directives to other
financial institutions periodically, which they need to follow in banking operations.
The main function of central bank is: Note Issue, Banker, agent and financial advisor
of the government, Custodian of the member banks ‘reserves, Custodian of the
foreign exchange reserve, lender of the resort, clearing, settlement and transfer,
formulation and implementation of the monetary and foreign exchange policy, credit
control, research, and publications etc.
Bank of England (1694) is the first central bank in the banking history. Nepal Rastra
Bank (NRB) is the central bank in Nepal which was established 14 Baisakh, 2013 (A.
D. 1956). The main objective of NRB has to circulation of currency, inspecting,
supervising, and controlling the banking sector of the country. As a central bank,
NRB looks after the monetary and financial system of the nation.

b. Commercial Banks: Commercial banks are public banks. They provide many
services to public. The primary function of commercial banks is receiving deposits
and lending to required persons and organizations. The banks undertake a wide
variety of functions to assist their customers by performing agency services and
general utility services. Deposits of the commercial banks generally are for short
period of time; hence they are involved in the short period of lending activities.
However, currently the commercial banks have also extended their areas of operation
to medium term and long- term finance, Functions of commercial banks are accepting
deposits, advancing loan, letter of credit, guarantee, remittance, e- banking, bills etc.
A modern commercial bank is expected to go beyond the conventional banking
functions and to take up challenging task of achieving economic growth, combined
with stability and social justice.
The first commercial bank Nepal is Nepal bank limited which was established on 30
Kartik, 1994(B.S.). Another commercial bank, Rastriya Banijya Bank was established

2
on 10 magha, 2022(B.S.) under full ownership of the government. Currently there are
21 commercial banks operating in Nepal.

c. Development Bank: Development banks are those banks who collects funds from
share capital, debentures, long term deposits and refinance from central banks and
provide long, medium term loans. They also play an important role in promoting
investment projects, undertaking project reports and providing technical advice and
managerial services. Most developing countries are facing scarcity of capital. In case
of Nepal, Class “B” bank is called development bank. Early in Nepal, Nepal industrial
Development Corporation and Agricultural Development was development bank.
NIDC provides loans to industrial sector for establishing and development. ADBL
bank provides loans in agriculture sector to increase production and expansion.

d. Merchants Bank: Merchant banks are those banks who are underwriting of shares,
issuance and management of shares and unit trust management. They also advice
companies on merger and acquisition, loan syndication, financial and management
consultancy. Merchant banks are also called Investment banks. Some banks and
finance Companies are discharging the function of merchant banking in Nepal. Under
the regulations of securities Board of Nepal (SEBON), there are 31 merchants bank in
Nepal. In Nepal, mostly commercial banks establish investment bank as capital
market.

e. Industrial Banks: The industrial banks are mainly for medium- and long-term
financial needs of the industries. The main functions that industrial banks perform are
accepting industry deposits, granting long term loans to the industrial to enable them
to purchase land, construct factory buildings, purchase heavy machinery, etc. They
also help to sell and underwrite shares and debentures of industrial firms. In addition,
they provide information regarding the general economic position of the economy.

f. Exchange Banks: Exchange banks are those banks that deal in foreign exchange
and specialize in financing foreign trade. They act as businessmen in buying and
selling foreign currencies or claim to foreign exchange. They facilitate international
payments through sale and purchase of bill of exchange. The exchange bank grants
direct loans to the exporters and importers. The bank may also open a letter of credit
and guarantee in favor of the importer which enables him to meet his financial

3
needs in foreign

4
currency. There is no special exchange bank in Nepal, but the commercial banks are
performing the functions of exchange bank.

g. Saving Banks: Saving banks are those banks who promote saving habits among
the general public and mobilize their savings. In Nepal, Postal Saving Bank (Hulak
Bachat Bank) is doing this job.

h. Rural Bank: Rural banks are those banks which are established for the
development of rural economy by developing agriculture, trade, commerce and
industry and other productive activities in the rural areas. In developing countries, the
rural poor have no adequate access to credit. Most of the rural borrowers depend on
the informal sector credit paying very price. To overcome those problems and to make
available of credit to the rural poor people, In Nepal, there are five Grameen Vikash
banks are established in five different development regions. Purbanchal Grameen
Vikash Bank ltd., Central Grameen Vikash Bank Ltd., Western Grameen Vikash Bank
Ltd., Mid-Western Grameen Vikash Bank Ltd., and Far western Garmeen Vikash
Bank Ltd.

i. Cooperative Banks: Cooperative Banks are those banks which are established with
principle of Cooperation. The objective of those banks is to facilitate rural credit end
to promote thrift and self-help among the economically weaker sections of society.
“Self- help for Mutual help” this is the main motto of Cooperative Banks.

1.3 Functions of Bank

A bank is a financial institution which is involved in borrowing and lending.
money. Banks take customer deposit in return for paying customers an annual interest.
payment. The bank then uses the majority of these deposits to lend to other customers.
for a variety of loans. The difference between the two interest rates is effectively the
profit margin from banks. Banks play an important role in the economy for offering a
service for people wishing to save. Banks also play an important role in offering
finance to businesses who wish to invest and expand. These loans and business
Investment is important for enabling economic growth.

5
 Functions of
Banks

Primary Secondary
Functions Functions

Granting Accepting Agency Utility

Advances Deposits Functions Functions

Figure 1.1: Functions of Bank

A. Primary Functions:

 Granting Advances:
The next function of commercial banks is to provide loans to needy people it provides
loans to businessman, merchant, farmers, and other too who demands. As the bank
collects the deposit, they are invested as loans into the market to gain profit.
The difference between the interest rate that they pay in depositing the amount and
providing the loan amount is taken as the profit of the bank including all the expenses.
Loans are also provided for term wise that is short-term, medium-term loan, and long-
term loans.
The term of the loan is classified according to the amount that he takes a loan. When
there is a bond made for paying the loan within or less than one year then it is taken as
a short-term loan. If the contract is done for paying the loan in less than 3 years, then
it is a medium loan. Its loan amount is higher than a short-term loan.
And the high terms loan is repaid in and above 5 years. The amount and portion of the
loan define the period for repayment. Most industrialist and merchant take long-term
loan because of their large network business and short-term loan is taken by the small
businessman.
Where the short-term loan is mostly taken by Macro industrialists, farmers, and the
handicraft industry. The loan is given on the base of the mortgage. The mortgage is
evaluated first and then only on the base of it, the loan provided. Mostly it is
estimated that the bank provides only 40% of the loan after evaluating the value of
assets for giving a mortgage loan. The loan is given after the analysis of the property
the loan takes taking some days for analysis.

6
 Accepting Deposits:
It deals with the collection of deposits, which is its first function. The banks also do
not have the entire amount as they also collect the amounts for further purposes. The
amount collected is deposited into their accounts by giving guarantees.
In today’s time, a person does not want to keep the huge amount in their pocket or
their cupboard because of many offending expectations. People do not want to see
anyone succeed and step upward. Commercial banks provide trust in them and
convince them to deposit their amount on a daily, monthly, and weekly basis however
you get easy.
The amount is deposited into three accounts having three objectives and three
features: Fixed account, Current account, and Saving account. All the accounts have
different features. Bank provides the interest of their depositing amount according to
the account. Fixed accounts get higher rates of interest than others, saving accounts
and current accounts. The current account has not any barriers to depositing and
withdrawing the amount because banks do not provide them the interest in a high
portion.
But in a fixed account, there are barriers of time for withdrawing the deposited
amount according to an agreement because it provides customers with a large
percentage of interest. Many people earn and deposit their amount portion in their
account according to their earning portion.

B. Secondary Functions

 Agency Functions:
This is also one of the measuring functions of commercial banks which are taken as
the major strength of the commercial banks. This service gives easiness and does not
let them tense and or dragged into the maze. After paying these services to the
customer, the bank charges some amount as a commission from their customer or
clients. Some of the major agency functions are:

 Remittances:
This is the major function of sending and receiving the money from the third party
from far distances. Many clients receive the money from a foreign country and even
some send it from a domestic country.
Transfer and receipt of money from one country to another country and even in native
lands from place to place is called remittance. Moreover, the banks provide the

7
services

8
of transferring the funds directly into respective person’s accounts by different
mediums like drafts, mail transfers, and so on.

 Acceptance and payment of different items:

Its main function also deals with the collecting of many bills like cheques, dividends,
bills, other periodical receipts, rents, exchange bills, discounting bills, offers letters,
etc. on the request and instruction of customers. The customer also wants to solve all
the extra problems with the help of the bank if possible.
To deal with that, the bank provides the services of paying the electricity bills,
telecommunication bills, recharge, insurance premium, and other taxes on behalf of
the customer’s request and instructions.

 Purchase and sale of securities:

Commercial banks also solve the problems of buying and selling stocks, shares, and
debentures. Most organizations do their transactions through commercial banks for
reliable trust.
Both private and government sector do their work of buying and selling stocks,
shares, and different papers by the bridges of commercial banks for making trustable
transactions having proof. When any private or governmental organization has the
necessity of equity of capital, then they use the road of commercial banks by
announcing the number of shares instructing paying the amount through commercial
banks.

 Services of foreign exchange:

The rate of foreign currency and the domestic currency is determined by the Nepal
Rastra bank, but it is transacted through some other banks. When people from foreign
come to Nepal, they have to change their money into Nepalese money at that time
they use the commercial bank for exchanging the money. Commercial banks convert
their money into Nepalese money for making their visit and landing in Nepal easily.
Commercial banks also charge a commission after giving these services too.

 Trustee and Executor:

Commercial banks are also taken as a friend of the customer because they do not keep
anything confidential that will harm the customer’s rights. commercial banks do their

9
duty very neatly and as trustees. When people make some mistakes, they are even
taught and make them understand the relevant issues.
In the same case, when the person gets out of contact and transaction for a long time,
what types of accounts are checked and informed for keeping it in active mode. If the
account is not transacted for six months, they become passive. Moreover, when some
account holder dies, the amount in their account is given to the beneficiary person
whom he or she has referred.

 Acts as a tax consultant:

Commercial banks also give consultation to their reliable customers and mostly to
great traders who deal with large transactions about tax payment and process of doing
it neatly and cleverly. It provides instruction, advice, process, and laws relating to it
to make the clients clearer about the policy.

 Letter of references:
This is also the additional function of commercial banks that it facilitated. Banks
provide information about the amount that is in their account even from direct or
indirect contact. Bank has started the new model’s services for making the customer
satisfied and protecting them.
For making these services better, now the bank has operated its services in SMS
mode. The customer gets a notification through the message of their deposited and
withdrawn amount after the transaction. This service is also taken as a pleasurable
service to get connected and informed about the amount of account.

 Utility Functions:
Utility Functions include following points:
 Locker facilities:
The commercial bank also provides a locker facility to their reliable and good
character customers. Most people do not want to keep expensive jewelry, ornaments,
and valuable articles or papers at home for security purposes.
The customer wants to keep it all safe in safe places. Banks are the most secure places
to keep all things safely in lockers. The customer provides their locker and their key
where they keep all their valuable materials. For these services also, they charge
commission. Banks also provide loans on the base of gold. In that case, also, the

10
customer uses this locker service.

 Traveler cheque:
By keeping the consideration of customer safety in the journey, the bank is providing
the traveler cheque for a safe journey many times we have faced unexpected problems
because of cash loot, theft, or pickpocketing. These kinds of crimes normally happen
with the customer during their long journey.
And this issue makes them irritated and sad in their journey due to their empty wallet
and empty pockets. So commercial banks provide traveler cheques as a card that
avoids the tension of carrying cash in the pocket which arises mental pressure
throughout the journey.

 Letter of credit:
This is also the more effective function of customers in which banks work as the
mediator of paying the amount to the third party after instructing a letter of credit.
Bank pays the amount to the third party after the agreement and instruction of the
account holder. This is mostly done to communicate with foreign trade. The foreign
trader is paid money directly by the bank by standing as a guarantee on behalf of the
first party.

 Underwriting the securities:

Due to having the largest network and reputed image in the nation by its size and
services, it is also taken as a reliable and faithful financial institution. Securities are
announced by its medium because the public or common people mostly believe in
them.

 Creation of money:
Commercial banks collect the money from large groups, mostly from commerce,
industrialists and provide them with loans. The difference between the deposits made
by them and the loan taken by them has a large gap.
People commonly deposit a small amount of money into their account but takes a
huge amount from the money after depositing the money of many people, it forms a
large amount of cash which is used to provide loans to a needy person. This is also the
way of creating money through various deposits.

11
  ATM banking:
Commercial banks are also famous for giving these services from places to places
mostly in crowded areas and emergency areas like hospitals, supermarkets, malls, etc.
Nowadays the youth are updating themselves with a change in technology and time.
People of today also want to make their work terminated within a few times because
of their busyness. They do not want to stand in a queue in banks for withdrawing and
depositing the amount. Thus, banks provide ATM cards to the customer who demands
it and charges some amount annually.

 Master Cards:
This is also the invisible function of commercial banks because this service is taken
by a few people, mostly by the VIP person. The richest person or great businessman
who makes traveling around the world and other countries mostly keeps it in their
wallet.
A master card is also called the international card which is used for withdrawing
money from a bank or ATM anywhere without limits of the territory. Normally, it is
also called a universal card because we can use it anywhere. the giving of this kind of
service upgrades the value and increases the appreciation of commercial banks.
Instead of giving these services, banks charge some money as commission. Master
card provides the license for using this card anywhere in the world for their easiness.
More withdrawing money anywhere in the world, there must be the amount in the
account.

 Internet banking:
It is also the function of commercial banks to develop the trust of the customer
without reaching offices. Nowadays a person is busier and wants to compete for their
task by sitting on the chair. That is why the bank is trying to give more and more
standard and dynamite services for protecting the customer and keeping in touch.
Customer also runs to that institution that transforms their bunches of work into small
or easier.
Internet banking is such a service that reduces the pressure of sending money to
anyone departing the offices. A person can send their money to anyone’s account
directly by themselves and also know about the personal amount and account details.
This service increases the happiness of customers because of their self-control of the c
account.

12
They can view their account anytime and know about the transaction for these
services, the customer has to notice and request to provide it. Instead of taking these
services, banks c also charges very few amounts and even some do not charge. It is
operated and

13
can be conducted only if the connection is linked with an internet browser.

 Treasury bill:
It is also colloquially called T-bills which is one of the major instruments to make the
economic condition of the nation stable. T- bills are announced by the government for
collecting money when there occurs a crisis in the economy.
By the via of T- bills, the government collects a huge amount from the public of the
country and invests in da different sectors to balance the condition. T-bills are also
taken as short-term loans by the government. It is mostly announced in a time-critical
situation even government has not anyway and has no money in its their hands.
The government borrows from the public and again returns it with interest. It has a
period of six months and can be exceeded to one year but not more than that. When
the government announces the T-bills, the public invests their amount indirectly
through the commercial banks for belief and trust.

1.4 Introduction to Citizens Bank Int’l Limited.

Citizens Bank Limited Nepal was established on April 20, 2007 (2064/01/07) as the
20th commercial bank in the country. The bank was promoted by eminent
personalities, business and international houses, and reputed individuals having high
social standing. Since its inception, the bank has shown consistent growth in its
financial performance. In the fiscal year 2022/23, it reported a net profit of NPR 2.67
billion, an increase of 18.5% from the previous year. Its total assets reached NPR
155.86 billion, an increase of 17.8%. Its deposits grew by 16.9% to NPR 128.87
billion, and its loans and advances grew by 17.4% to NPR 108.85 billion. Its capital
adequacy ratio was 12.01%, and its non-performing loans ratio was 1.03%.

Citizens Bank Limited Nepal has been recognized for its excellence in the banking
sector. It has been awarded the “Best Bank in Nepal” by Global Finance Magazine for
four consecutive years from 2017 to 2020. It has also been awarded the “Bank of the
Year” by The Banker, a publication of the Financial Times Group, for two
consecutive years in 2018 and 2019.
Citizens Bank is committed to maintaining a high standard of corporate governance
and ethical conduct. It has a board of directors comprising of 7 members,
including 3

14
 independent directors. It has various committees to oversee the management and
operations of the bank, such as audit committee, risk management committee, human
resource committee, etc. It also follows the code of conduct and policies issued by the
Nepal Rastra Bank, the central bank of Nepal. Citizens Bank is also actively involved
in various social responsibility initiatives, such as supporting education, health,
environment, sports, culture, etc. It has contributed to the Covid-19 relief fund, the
Prime Minister’s disaster relief fund, the reconstruction of heritage sites, etc.
(source: [Link] )

1.4.1 Mission
 To be a trustworthy partner for the progress of individuals and institutions by
designing, producing, and delivering the best financial solutions.

1.4.2 Vision
 To be the leading bank known for its service excellence in the region.

1.4.3 Capital Structure of CZBIL

Capital Structure of Citizens Bank Int’l Ltd. is as follows:
 Promoters: NPR 72,424,967,405.1 (51.00%)
 General Public: NPR 69,584,772,604.9 (49.00%)
It can be explained with the help of following figure:

Capital Structure of CZBIL

General Public Promoter's Share

49% 51%

Promoter's Share General Public

Source: Annual Report of CZBIL 2079/80

Figure 1.2: Capital Structure of CZBIL
The above pie chart shows the capital structure of Citizens Bank Int’l Limited. Where
51% of total paid up capital is owned by Promoters and 49% is owned by general public.

15
Promoter’s share is indicated by red color and General Public’s is indicated by blue
color.

1.5 Introduction to CZBIL, Rajbiraj Branch

The Citizens Bank International Limited (CZBIL), Rajbiraj Branch is located at
Tribhuwan Chok, Rajbiraj, Saptari. This is the 101 st Branch of Citizens Bank
International Limited. Current Branch Manager is Raj Kumar Yadav. It was
established in 2021 July 10. This Branch is established with the following objectives:
 Trustworthy Partner: The bank aims to be a trustworthy partner for the
progress of individuals and institutions.
 Best Financial Solutions: It is committed to designing, producing, and
delivering the best financial solutions.
 Service Excellence: The vision of the bank is to be the leading bank known
for its service excellence in the region.
 Customer Focus: The bank has always believed in delivering excellent
financial services to its customers.
 Stakeholder Returns: It is committed to providing returns to the faithful
stakeholders.
 Overcoming Challenges: The bank is committed to standing strong and
relentless in overcoming challenges.

16
 1.5.1 Nature and Number of employees.
There are total of 17 staff in CZBIL, Rajbiraj Branch and 12 of them are permanent and
others are temporary. It can be illustrated with the help of following table:

S.N. Name Designation

1. Raj Kumar Yadav Branch Manager
2. Shankar Kumar Sah Operation In-Charge
3. Ramita Gautam Relationship Manager
5. Amir Rahman Credit Staff (Assistant)
6. Prashant Deo Credit Staff (Assistant)
7. Amendra Kumar Yadav Credit Staff (Assistant)
8. Nabin Sah Management Trainee
9. Sweta Kumari Das CSD (Assistant)
10. Puja Singh CSD (Junior Assistant)
11. Priyanka Chaudhary Teller Assistant
12. Priyanka Das Trainee Assistant
13. Sakal Dev Mandal Messanger
14. Raju Yadav Security Guard
15. Shambhu Yadav Security Guard
16. Hem Narayan Yadav Secutity Guard
17. Mamta Mandal Kitchen Staff
Source: Internal record of Bank
Table 1.1: Nature and number of employees

1.5.2 Products and services

Products and services provided by CZBIL are categorized as follows:
The major products provided by CZBIL are various types of deposit products such as
savings accounts, current accounts, fixed deposit accounts, and recurring deposit
accounts. They also offer remittance products like demand drafts, telegraphic
transfers, and electronic fund transfers. In terms of IT products, they provide services
like online banking, debit cards, credit cards, and ATM facilities. Loan products are
another major offering, including business loans, education/student loans, home loans,
and auto loans. These products and services are explained below:

17
 [Link] Products of Citizens Bank Int’l Limited.
a. Deposit Products:
 Citizens Normal Savings (Interest Rate: 4.60% P.A.)
 Citizens Mahila Bachat (Interest Rate: 4.60% P.A.)
 Citizens Muna Bachat (Interest Rate: 4.60% P.A.)
 Citizens Matribhumi Bachat (Interest Rate: 4.60% P.A.)
 Citizens Senior Citizens Savings (Interest Rate: 5.60% P.A.)
 Citizens Enterprise Fund Account (Interest Rate: 4.60% P.A.)
 Citizens G2P Savings Account (Interest Rate: 4.60% P.A.)
 Citizens Branchless Bachat (Interest Rate: 4.60% P.A.)
 Citizens Ghar Dailo Savings (Interest Rate: 4.60% P.A.)
 Citizens Dasak Savings (Interest Rate: 4.60% P.A.)
 Citizens Saral Bachat Khata (Interest Rate: 4.60% P.A.)

b. Remittance Products:
 Citizens Remit:
Citizens Remit, an online remittance service by Citizens Bank International Ltd, is
customer-focused and technology-oriented. This web-based money transfer system is
accessible through branches, branchless banking (BLB), and agent networks.
It stands as one of Nepal's esteemed brands, providing rapid and secure money transfer
services. With over 15,000 paying agent networks across all provinces and districts,
Citizens Bank boasts the largest cash payment network in the country.
The bank has a dedicated remittance department overseeing all remittance and customer
service activities to ensure prompt and reliable services.

c. Loans:
 Citizens Auto Loan
 Citizens Home Loan
 Citizens Education Loan
 Citizens SME Loan
 Citizens Equipment Loan
 Citizens Bina Dhito Karja
 Citizens Mortgage Loan (Term Loan)
 Citizens One District One Product
 Citizens Fast Track Loan (CFTL)
 Citizens Margin Lending
18
  Loan against first class Bank Guarantee
 Citizens Agriculture and Livestock Loan
 Term Loan etc.

[Link] Services of CZBIL:

a. Discount Offers:
Citizens Bank provides discount offers, enhancing customer benefits through
partnerships and promotions with various merchants and businesses.
Investor Relations:
The bank engages in investor relations, fostering transparency and communication with
stakeholders, including shareholders and potential investors.

b. ATM Cards:
 Visa Debit Card (NPR)
 Visa Debit Card (USD)
 Visa Credit Card (Domestic)
 Visa Credit Card (USD)
 Contact - Card Related Services
 Citizens Green PIN
 Credit Card - EMI products
 USD E-com Card

c. Mobile Banking:
The Mobile Banking service enables customers to perform various banking activities
through their mobile devices, offering flexibility and convenience.

d. Corporate PAY:
Corporate PAY is a payment channel introduced and supported by NCHL (National
Clearing House Ltd.), facilitating corporate clients on NCHL products, providing
efficient payment solutions.

e. Internet Banking:
Internet Banking provides a comprehensive online platform for customers to manage their
accounts, view statements, and initiate various transactions.

19
f. Branchless Banking:
Branchless Banking extends banking services beyond traditional branches, utilizing
alternative channels and agents to reach a wider customer base.

g. De-Mat (Dematerialization):
This service involves the conversion of physical securities into electronic form,
facilitating easy and secure trading of stocks and other financial instruments.

h. ASBA (Application Supported by Blocked Amount):

ASBA is a service that simplifies the process of applying for initial public offerings
(IPOs), allowing investors to apply and block the required amount directly from their
bank accounts.

i. Other Services:
Citizens Bank extends additional services beyond standard banking operations,
catering to specific customer requirements. The details of these services may vary and
can be obtained directly from the bank.
 KIOSK (Self-Service Machine):
The KIOSK service allows customers to access information related to ATM locations,
branch details, banking hours, and product information conveniently.

 Utility Payment:
Citizens Bank facilitates utility payments, allowing customers to conveniently pay
bills for services such as electricity, water, and more.
 Privilege Banking Service
 Lockers Facility
 Medanta- The Medicity Hospital etc.

1.5.3 Organizational Structure of CZBIL

The organizational structure is the formal arrangement of jobs within an organization.
While designing an organizational structure manager goes through the process called
organizational design, which involves a decision about key elements. Organizational
structure defines how job & tasks are formally divided, grouped, and coordinated. The
overall department of the bank is under the control of the Board of Directors.

20
 At the top of this hierarchy is the Board of Directors, responsible for strategic
decision- making and overseeing the company's direction. The Chief Executive
Officer (CEO) serves as the top manager, reporting directly to the chair of the board.
The CEO is responsible for the corporation's entire operations.

Internal Audit/
[Link] Overall Organizational Structure Inspection

Koshi Provinance
Audit Committee Manager

General Manager
Madhesh
Provinance
Manager

Human Resource Information and Bagmati

Management Technology Provinance
Committee Department Manager

Risk Management
Department

Marketing
Chief Executive Department
Board of Directors Officer Gandaki
Provinance
Manager
Legal Department
Lumbini
Provinance
Manager

Karnali
General Manager Provinance
Assets and Money Manager
Laundering
Committee Sudurpashchim
Provinance
Manager

Credit Risk
Management
Risk Management

Chief Risk Offier Market Risk

Credit Control

Figure 1.3: Organizational Structure of CZBIL

[Link] Organizational Structure of CZBIL Rajbiraj

Branch
Manager
21
Figure 1.4: Organizational Structure of CZBIL Rajbiraj

22
1.6 Objective of the study
The main objective of the report is to get practical knowledge about banking and
accounting activities in Nepal.
 To incorporate theoretical knowledge into practice.:

The main objective of this study is to practice theoretical understandings into practical
life and gain practical experiences. This study was aimed at giving students a glance
of

real-life experiences.

 To understand the nature of real-life problems arising in the organizational

setting:

Another objective was to make aware of students the problems arising in any
organizations and how to deal with them.

1.7 Placement
Intern was placed six weeks in Customer Service Department where intern learned its
functions, working procedures and working cultures. After that intern was placed in
Credit Department for two weeks where intern learnt about Credit Department’s
working procedures.

Working First Second Third Fourth Fifth Sixth Seventh Eighth

Period Week Week Week Week Week Week Week Week

Departments
CSD

Credit
Department
Table 1.2: Placement of Internship

1.8 Duration of Internship

The duration of internship period has been defined for 8 weeks by Purbanchal
University, so as per the specified period, intern worked in CZBIL RJB branch from
23rd March 2025 to 23 May 2025 with the office time 10:00 am to 7:00 pm from
Sunday to Thursday and 10:00 am to 3:30 pm on Friday as per the schedule of the

23
bank.

24
1.9 Limitations of study

 The report is based on individual understanding and knowledge gained during the
internship period and theoretical knowledge that have been previously studied.
 It was difficult to have in-depth study due to the time constraints.
 The bank’s policy of keeping some matters confidential prevented us from
analyzing various critical facts and issues.
 Time and resources constraints are the major limitations of this report.
 This report does not explain the overall functioning of the bank.
 The report cannot be generalized into entire banking industry.
 Busy schedule of organizations made it difficult to share overall knowledge they
have.
 Since the intern is confined to few departments, only the related data of limited
departments are available.

25
 CHAPTER - TWO
OBSERVATION
2.1 Customer Service Department
The Customer Service Department is one of the important departments of the bank.
Customers first encounter with Customer Service Department when they enter bank.
The personnel in the CSD should be cheerful, friendly and must be able to handle
every type of queries of customer. Probably, there is a saying “First impression is the
Last impression”. If the personnel in the CSD do not respond to the customer
positively then it will create a negative impact on the organization.
Customer Service Department is a function of an organization to respond to enquiries or
complaints of that organization. It represents go by many different jobs titles and
provides help in both general and specialized areas, but their goal is always the same
to establish and maintain good customer relations with bank clients. Some work in the
very front of the bank as answering walk-in customer and phone customer’s question,
solving simple problems, and doing basic, routine tasks like opening an account.
Customer service department is the most important department in a bank. This
department is also often called the information desk as customer first contacts in this
department for their queries. Therefore, the image and status of bank depends upon
the effective functioning of this department. In order to have knowledge about
different of this bank, first we should have knowledge of “Customer Service
Department” because customers are the life blood to bank. Upon arrival at CZBIL,
first of all Intern was assigned to Operation Department by the branch manager.
Operation department deals with the various activities such as dealing with customers,
answering their queries, marketing of various bank products, issuing ATM,
responding to telephone calls, providing information about money transfer, providing
balance certificate, issuing bank statement, accepting cheque book request,
developing, and issuing cheque book, receiving mail and delivering it to concerned
department and many more.
Since the first information with the customers is with department and the image and
reputation of the bank depend upon the effective functioning of this department,
customers should be handled efficiently as it is said “First impression is the last
impression”. The personnel deployed at this department should present in such a way
that customer feel that they are highly precious and their value immense for the
organization which result in building good relationship.

26
2.2 Functions of CSD
Functions of Customer Service Department are explained in below given figure:

Figure 2.1: Functions of CSD

a. Customer service
The customer service department is responsible for providing support to customers
who have questions or problems with a company's products or services. This can
include:
 Providing information: Answering customer questions about products,
services, policies, and procedures
 Counseling: Providing advice and guidance to customers on how to use
products or services
 Providing service: Troubleshooting problems, resolving issues, and
processing requests
 Motivating: Building relationships with customers, fostering loyalty, and
encouraging repeat business

27
 b. Account opening
The account opening department is responsible for opening new customer accounts. This
can include:
 Personal account: Opening accounts for individuals
 Other than individual account: Opening accounts for businesses,
organizations, and other entities
 Join or partnership account: Opening accounts for joint account holders and
business partners.

c. Other functions
The customer service department may also be responsible for other functions, such as:
 Account closing and scheme changes: Processing requests to close accounts
or change account schemes.
 Cheque and statement printing: Printing cheques and account statements
 Issue cheques and others: Issuing cheques, drafts, and other banking
instruments.

In addition to these specific functions, the customer service department also plays a
general role in maintaining positive relationships with customers. This includes
providing excellent customer service, handling customer complaints, and gathering
customer feedback.

2.3 Details of Assigned Work and Responsibility

The internship period was twelve weeks. During this period, day-to-day activities of CSD
are assigned and performed. Good customer service is the heart of banking. The goal
of customer service is not only to help the customer have good experiences but also to
offer them an experience that exceeds their expectation.

2.3.1 Account Opening:

Banks offer various types of accounts to the customers. An account is opened by a
customer in a bank to keep the deposit safely and earn some interest from their
savings. These collected deposits are provided to deficit units of the economy at a
higher rate compared to interest paid on deposits. Opening an account is entering into
a contract with the bank. Only the party eligible for contracting according to law
can open an

28
account.
Documents required in opening Personal/ Joint A/C
 One photocopy of citizenship and NID of the account holders.
 Two passport size photos of account holders and one passport size photo of
Nominee.
 Birth certificate for the minor account and the citizenship of the parents of the
minor.
 For the Indian citizens registered certificate from the Indian is needed.
 One copy of Electricity Bill, Water Bill or Telephone Bill, any one.
Documents required to proprietorship A/C
 One copy citizenship of proprietor.
 Copy of renewed registration certificate.
 One photocopy of PAN registration sheet.
 Two Passport size photo of proprietor.
Documents required in opening A/C of corporate bodies
 One photocopy of Minute regarding opening A/C.
 Copy of Memorandum and Article of association of the company.
 Duly filled specimen card with authorized signatures and Signs.
 Two passport size photos of proprietor.
 Board resolution for opening of account and its operation.
Intern has opened the following numbers of accounts during the period of internship.

29
 Table 2.1 Number of Account Opening
Months No. of A/C Opened

1 70
2 80

Source: Internal Records of Bank

The above table is represented in the graph:

No. of Account Opened

82
80
78
76
74
72
70
68
66
64
Month 1 month 2

Figure 2.1: No. of A/C Opened

In the above figure, X-axis represents months and Y-axis represents the number of
accounts opened during internship period. In the first month, Intern has opened 70 accounts
whereas in second month, Intern has opened 80 accounts.
2.3.2 Issuing Cheque Books:
During internship period Intern was assigned the work of issuing cheque. Before issuing
cheque, Intern must check the cheque requisition and minimum balances requirement of
the customer. If customer does not have cheque requisition, they have to be charged some
fees.

30
 Table 2.2 No. of Check Book Issued
Months No. of Check Book Issued
1 75
2 84
Source: Internal Records of Bank
The above table can be explained with the help of graph:

No. Of Cheque Book Issued

86
84
82
80
78
76
74
72
70
Month 1 Month 2

Figure 2.2: No. of Check Book Issued.

In the above figure, X-axis represents months and Y-axis represents the number of
cheques issued during internship period. In the first month, Intern has issued 75 cheques
whereas in second month, Intern has issued 84 cheques.
2.3.3 ATM Card Distribution:
An ATM card is a dedicated payment card issued by a financial institution which enables
a customer to access their financial accounts via its and others' automated teller machines
and, in some countries, to make approved point of purchase retail transactions. During
the internship period, Intern is responsible for distribution the ATM Cards to the
customer. CSD staff must verify the signature of a customer related to accounts while
providing the ATM cards.
An intern has issued the following number of ATM card during his internship period as
shown in the table below:

31
 Table 2.3 No. of ATM Card Issued
Months No. of ATM Card Issued
1 32
2 55
Source: Internal Records of Bank
The above table can be explained with the help of graph:

[Link] ATM Card Issued

60

50 55

40

30
32
20

10

0
Month 1 Month 2

Figure 2.3: No. of ATM Card Issued

In the above figure, X-axis represents months and Y-axis represents No. of ATM Card
Issued during internship period. In the first month, Intern has issued 32 cards whereas in
second month, Intern has issued 55 cards.
2.3.4 Statement Printing:
The bank statement contains the financial transaction of the customer's account. All the
debit and credit balances, tax charges, and interest are shown in the bank statement.
On the demand of the customers, the bank statement for the required period is
provided to the account holder.
An Intern has printed following number of bank statements during her internship period:
Table 2.4 No. of Statement Printed
Months No. of statements printed

1 36

2 48
Source: Internal Records of Bank
The above table can be explained with the help of graph:

32
 No. of statements printed
60

50

40

30

20

10

0
Month 1 Month 2

Figure 2.4: No of Statements printed

In the above figure, X-axis represents months and Y-axis represents No. of statements
printed Issued during internship period. In the first month, Intern has issued 36
Statements whereas in second month, Intern has issued 48 Statements.
2.3.5 Account Closing:
Account closing refers to a customer no longer wish to have an account at that bank and
take all their money out of the account. Customer was first encouraged not to close their
accounts. On their requests, the account was closed. Intern provided customers the
Account Closing form and help them fill up the form. During the period of internship, the
Intern has closed the following number of accounts as given in the table:
Table 2.5 No. of Account Closed
Months No. of Account Closed

1 3

2 5

Source: Internal Records of Bank

The above table can be explained with the help of graph:

33
 No. of Account Closed
6

0
Month 1 Month 2

Figure 2.5: No of Account Closed

In the above figure, X-axis represents months and Y-axis represents the number of
accounts closed by the Intern. In the first month, she has closed 3 accounts whereas in
second month, she has closed 5 accounts.
2.3.6 KYC Update:
During the internship period, Intern has to update KYC of the customer related accounts.
Customer must come with citizenship, NID and other document such as pan card, vat bill
and fill the form taking assistance of the intern of bank.
Table 2.6 No. of KYC Updated
Months No. of KYC Updated

1 18
2 42

Source: Internal Records of Bank

The above table can be explained with the help of graph:

Figure 2.6 No of KYC Updated
In the above figure, X-axis represents months and Y-axis represents the Number of
KYC Updated by the Intern. In the first month, she has updated 18 KYCs details

34
 No. Of KYC Updated
45
40
35
30
25
20
15
10
5
0
Month 1 Month 2

whereas in second month, she has updated 42 KYCs.

2.3.7 Mobile Banking:
Mobile banking refers to the use of a mobile device, such as a smartphone or tablet, to
access and manage one's banking accounts and conduct various financial
transactions. Mobile banking apps offer a convenient and secure way to manage
one's finances on the go, without the need to visit a bank branch or ATM.
Table 2.7 No. of Mobile Banking
Months No. of Mobile Banking
1 26
2 34
Source: Internal record of bank
The above table can be explained with the help of graph:

No. of Mobile Banking

40
35
30
25
20
15
10
5
0
Month 1 Month 2

Figure 2.7 No of Mobile Banking Activated.

In the above figure, X-axis represents months and Y-axis represents the No. of Mobile
35
 Banking. In the first month, 26 mobile banking were activated whereas in the second
month ,34 mobile banking were activated.
2.3.8 Fill up the Cheque, Deposit Voucher and Other forms:
During the internship period, Intern has to help the customer to fill up the check and
voucher for every customer of the bank do not know how to fill up the check. New
customer of the bank wants Intern service to fill up the cheque for withdrawals and
deposit voucher for amount deposit. Intern has also help the customer to fill various
forms such as account opening form, KYC form, mobile banking form, internet banking
form, debit card form , statement request, form, cheque demand slip, cardholders request
form, mobile banking modification form etc.
2.3.9 Maintenance the Cheque Book Registration:
Intern has to maintain the cheque book registration while issuing the cheques books to
the customer by recording the cheque number with their names and account number. And
cheque book is handed over to the respective customer after the approval by the Assistant
Manager.
Intern also has to maintain Account Opening register by recording accountholders name,
account number, address and account type.

2.3.10 Handling Telephone Calls:

Telephone calls were handed mostly to entertain the queries of the customers. People
make phone calls for different purposes. Only the important calls are forwarded to
manager and staffs all other queries are answered in the customer service department.
The intern has to be courteous and polite. They must follow telephone etiquettes. If the
concerned person is unavailable at the time of the call an arrangement should be made to
get the message passed when the person is available. On the other hand, customers are
informed about their ATM card reception, fixed deposit maturity etc. by making call with
them.
2.3.11 Balance Enquiry:
With the help of the software, an intern was allowed to make balance enquiry of the
customers. By entering account number in enquiry option balance of the customer can be
checked. The total balance was told only to the account holder by verifying his/her
photograph. Internees are not allowed to tell the balance anyone, other than account
holder.

36
 CHAPTER – THREE
ANALYSIS AND REVIEW
1.1 Critical Analysis of the theoretical concepts relating to practical
experiences in the department.
The intern found the activities in the branch to be entirely new, gaining valuable
experiences and learning through enthusiastic participation in various banking tasks.
Despite the initial challenges, effective teaching and training by the supervisor
facilitated the learning process.

Analysis of the CSD activities reveals the complexity of dealing with diverse
customer personalities. While some are cooperative and well-mannered, others
display irritating behavior. Patience is crucial for both CSD employees and interns.
The tasks, initially interesting, can become monotonous over time, requiring interns to
maintain focus amidst the confidentiality requirements.

Interns may face confusion initially, managing numerous details and customer
information. Complaints from customers often stem from system faults, such as
technical issues with ATM machines or miscalculations in FD maturity periods. In
conclusion, CSD activities are both simple and challenging, repetitive yet demanding,
necessitating employees' attention to satisfy customer expectations.

1.2 Knowledge gained from work assigned.

During Internship period at CZBIL intern had gained the following knowledge:
 Analytical and problem-solving skills are learnt by solving various problems
and analyzing the situation.
 Learned to explore and built confidence.
 Learned how to respond to the queries of the customer and provide solutions
to solve their problems as quickly and efficiently as possible.
 Learned how to deal with the customer.
 Learned to work in a group.
 Complete knowledge about what are the documents required to open bank
accounts, account opening procedure of CZBIL.

37
 CHAPTER – FOUR
CONCLUSION AND RECOMMENDATION

4.1 Contribution of internship in knowledge gain.

 Fundamental and invaluable insights were gained throughout the internship,
emphasizing the navigation of real-world scenarios and adaptation to the
corporate environment.
 The internship offered a priceless opportunity to grasp the practical dynamics
of the work environment and various aspects of managerial culture practices at
CZBIL.
 Proficiency in effective communication skills was achieved, enabling
interaction with diverse customer profiles.
 Recognized the significance of maintaining a professional image through
consistent adherence to formal, well-maintained attire.
 Fostered a positive mindset through mental and physical preparation for the
challenges inherent in the professional world.
 Nurtured motivation and initiative by serving as an inspiration to colleagues
within the team.
 Essential leadership skills were acquired through hands-on experiences.
 Developed the ability to efficiently manage workload, handle work-related
emotions with composure, and maintain discipline, including the adeptness of
concealing personal emotions when necessary.
 Learned values of punctuality, regularity, and productivity as indispensable
traits for effective team collaboration, including excelling in high-pressure
work environments.

4.2 General Comments and suggestions for the organization.

Based on the analysis and finding of the respond following suggestions can be made as
suggestions to make financial performance of the CZBIL effective and efficient.
 CZBIL should focus on its Ghar Dailo Program to attract more customers.
 CZBIL needs to bring in newer schemes to increase its customer base.
 Lots of customers complain about ATM issues in Rajbiraj Branch, CZBIL should

38
focus on improving it.
 Sometimes, there is lack of deposit vouchers, remittance vouchers and other
forms. CZBIL, Rajbiraj Branch should make proper future planning and manage
necessary forms.
 During Internship period there are frequent crashes and errors were reported in
Finacle Operation System, CZBIL should look forward to overcoming these
issues.

39
 REFERENCES

Dhakal, K.D. (2019) Fundamentals of Taxation & Auditing, Kathmandu: M.K

Publisher and Distributors
Dr. Koirala, Y.R(2021) Principles of accounting, Kathmandu: Asmita Books Publisher
and Distributors (P) Ltd.
Dr. Koirala, Y.R(2021) Introduction to Financial accounting, Kathmandu: Asmita Books
Publisher and Distributors (P) Ltd.
Thapa, K. and B. Parajuli (2013). "Financial Institutions and Marketing", Kathmandu: Asmita
publication
Agrawal, G. R. (2013). "Principles of Management in Nepal", Kathmandu: M.k. Publisher.

40