Customer Service And Loan Activities of Nepal Bank Limited- " A Situational Analysis"

Chapter-I
Introduction
1.1World Banking History
The history of banking begins with the first prototype banks of merchants of the ancient world, which made grain loans to farmers and traders who carried goods between cities. This began around 2000 BC in Assyria and Babylonia. Later, in ancient Greece and during the Roman, lenders based in temples made loans and added two important innovations: they accepted deposits and changed money. Archaeology from this period in ancient China and India also shows evidence of money lending activity.
Banking, in the modern sense of the world, can be traced to medieval and early Renaissance Italy, to the rich cities in the north such as Florence, Venice and Genoa. The Bardi and Peruzzi families dominated banking in 14th century Florence, establishing branches in many other parts of Europe. Perhaps the most famous Italian bank was the Medici bank, established by Giovanni Medici in 1397. The oldest bank still in existence is Monte dei Paschi di Siena, headquartered in Siena, Italy, which has been operating continuously since 1472. It is followed by Berenberg Bank of Hamburg (1590).
The development of banking spread from northern Italy throughout the Holy Roman Empire, and in the 16th century the position of the Medicis was eventually taken over by the Fuggers and the Welsers, followed by a number of important innovations that took place in Amsterdam during the Dutch Republic in the 17th century, and in London in the 18th century. During the 20th century, developments in telecommunications and computing caused major changes to banks' operations and let banks dramatically increase in size and geographic spread. The financial crisis of 2007–2008 caused many bank failures, including some of the world's largest banks, and provoked much debate about bank regulation.

1.2Banking history in Nepal
The history of banking in Nepal is believed to be started from the time of Prime Minister Ranoddip Singh in 1877 A.D. he introduced many financial and economic reforms. The Tejaratha Adda was established at that time and its basic purpose was to provide credit facilities to the general public at a very concessional interest rate. The Tejarath Adda disbursed credit to the people on the basis of collateral of gold and silver.  All employees of government were also eligible for this type of loan, which was settled by deducting from their salary. Tejaratha Adda extended credit only; it did not accept deposits from the public.
But the real banking started with the establishment of Nepal bank limited in 1994 B.S which was founded by Judda Samsher. It was the first bank of Nepal.  Its main function was to provide loans and accept deposits. Later Nepal Rastra Bank was established as a central bank in 2013 B.S. The bank was completely government ownership bank and it also started to issues notes since 2016 B.S. Then after, several commercial banks have been established in the recent years.
1.3 Introduction to Nepal Bank Limited
Nepal Bank Limited, The first bank of Nepal was established in November 15, 1937 A.D (Kartik, 30, 1994). It was formed under the principle of Joint venture (Joint venture between government & general public). NBL's authorized capital was Rs. 10 million & issued capital Rs. 2.5 million of which paid-up capital was Rs. 842 thousand with 10 shareholders. The bank has been providing banking through its branch offices in the different geographical location.
 
Corporate Vision: 
"Pioneer Bank with complete banking solution"

MissionStatement:NEW
Network for inclusion: Use bank's network to increase its reach all over the country from urban areas to rural areas and help in improving the lifestyle of rural population and in turn become the bank of choice of corporate, medium businesses and rural market.
Enhancing the value: To employees, shareholders, government and customers
World class banking services: Provide world class banking services by achieving excellence in customer service and adopting high level technology standards

Values Statement: SPIRIT
Segmented business approach: For risk management and enhancement of efficiency
Partnership: With all stakeholders including the Government, employees, shareholders and customer
Innovation: Of business areas and processes for providing Advanced banking services, and enhance competitiveness
Responsiveness: responding to the changing need of the market/society/business on timely basis
Integrity: Uphold trustworthiness and business ethics in the business process
Total banking solutions: To cater the need of all sections of society


Objectives:
Nepal Bank Limited has the following objectives:

·       Focus on building the positive net worth and meeting minimum capital requirement over the coming five years.
·       Focus on increasing the customer base and market share.
·       Maximize the potential/efficiency of bank's staff.
·       Focus on minimizing the risk associated with the business.
·       Focus on providing the world class business solutions.
·       Focus on increasing the sustainable profit.

Shareholding Composition

S.N
Ownership
Percent
1
Government of Nepal
38.60
2
General Public
61.40
Total
100


 NBL Network Overview

Region wise branches
No of Branches
Kathmandu Region
28
Biratnagar Region
28
Birgunj Region
19
Pokhara Region
21
Nepalgunj Region
16
Total no of Branches*
118



No. of Staff: 2728 (As of Nov 15, 2013)
No. of computerized branches: 118 
Branches under single computer network: 118
Composition of Board of Directors

The bank is under the control of Central Bank of Nepal, Nepal Rastra Bank (NRB). NRB has appointed a five members management committee. This management committee performs as the board of director of the bank.
Management Team
The bank is running under the leadership of Nepal Rastra Bank (NRB) appointed three management team under the leadership of NRB director, Mr. Maheshwor Lal Shrestha.

Organization Structure

Permanent Staff
S.No.
Level
Post
Male
Female
Total
% of Female
1

Chief Executive Officer


0

2

General Manager
2
0
2

3
11
Deputy General Manager
5
0
5

4
10
Chief Manager
9
1
10
10
5
9
Senior Manager
17
0
10
0
6
8
Manager
51
6
57
11
7
7
Deputy Manager
127
13
140
9
8
6
Assistant Manager
308
79
387
20
9
5
Senior Assistant
851
326
1177
28
10
4
Assistant
190
65
255
25
11
3
Junior Assistant
6
0
6
0
12

Driver
10
0
10
0
13

Peon
181
30
211
14
14

Security Guard
37
0
37
0
15

Sweeper
38
26
64
41


Total
1832
546
2378
23

Contract - Based Staff

S.No.
Level
Post
Male
Female
Total
% of Female
1
   
DW
45
34
79
43.04
2

Security Guard
356
2
358
0.56
3

Other (Contract)
36
12
48
25.00


Total
437
48
485
9.90



Services provided by Nepal bank Limited
There are different services provided by Nepal Bank Limited such as
1.    Accepting Deposits: Current Account, Saving Account, Fixed Account, Others Account (Mahila sahuliyat Khata)
2.    Loan/Advances: Corporate loan, Consumer loan(Home loan, Personal Loan, Auto loan, Margin lending)
3.    Remittance: NBL Web Remit, NBL Remittance Products
4.    Other Services: Safe Deposit Vaults, Trade Finance, SMS Banking, ABBS, Internet Banking, ATM/Debit Card, E-Banking, Utility Payment,Extended banking.


Comparison of Audited Financial Data of Nepal Bank Limited of Last ThirteenYear

Rs in Million
Year
Deposits
loans and advances (gross)
Investments (gross)
Interest Income
Interest Expenses
Operating Profit
Net Profit
NPA %
2057/58
35,619
20,419
6,776
2,368
1,745
-2,298
-2,178
50.80
2058/59
34,265
19,253
7,151
1,527
1,713
-3,196
-3,071
56.27
2059/60
35,014
18,132
12,464
2,200
1,586
-837
-252
60.47
2060/61
35,735
17,938
11,021
1,825
1,026
-129
710
53.74
2061/62
35,934
16,866
14,220
1,987
749
111
1,730
49.64
2062/63
35,830
12,442
14,501
2,049
774
-389
1,207
18.18
2063/64
39,014
13,757
16,083
1,849
773
-37
227
13.49
2064/65
41,829
15,765
16,652
2,095
773
-36
239
12.38
2065/66
45,194
19,560
13,479
2,690
792
146
894
4.94
2066/67
42,882
25,052
5,866
3,068
910
-622
249
5.37
2067/68
46,808
26,706
7,667
3,741
1,482
-56
128
5.75
2068/69
56,052
29,699
8,473
4,051
2,197
-210
176
5.58
2069/70
62,984
37,582
11,058
4,740
2,214
104
755
5.24

1.4 SWOT Analysis for Nepal Bank Limited

Strength

1.    Nepal Bank Limited has vast network system in the nation thus helping customer to transact through bank from place to place.
2.    Nepal Bank Limited is well known for providing highly personalized service like ATM, ebanking, credit card, safe deposit locker etc. It has also introduced a number of new product and services.
3.    Human resources of Nepal Bank Limited are well trained and are dedicated toward its bank. It is providing high remuneration and other benefit to its staff.
4.    Nepal Bank Limited is equipped with latest technology; computer does most of the banking services. Thus the services of the bank are prompt and accurate.

 Weakness

1.    The increase of the branches increases the operation cost, administration expenses, salary etc.
2.    The political instability is another weakness that the bank is suffering.
3.    Too much dependency in computer is not considered to be reliable.
4.    Staffs are unwilling to give even required information. They don’t want to     cooperate with the ones who are not its real customer.

 Opportunity
1.    Many people deposit their funds in this bank due to its skill in attracting people by adapting and attracting policies like interest rate, prompt services, ATM, credit card services etc.
2.    Staff can perform their work more efficiently with the computers. The environment of the bank is sound which enhance its better performance.
3.    People get employment opportunities since it has the highest number of branches in the country.
4.    The policies of NRB rules & regulation always give confidence to the banking sectors to uplift the economy of the nation.

 Threats

1.    Competitors are increasing.
2.    The economic condition of the country is very poor.
3.    Excess government pressure may create irregular banking transaction, which leads to bad reputation of the bank.
4.    The bank should be discouraged to open account for the individuals or firm having bad name as well as illegal names which effects to society. It may be threat, which can ruin the bank.

                                                   Chapter-II
                                       Project Design and Study
2.1Introduction to the study
Bachelor in Business Administration program aims to prepare knowledgeable, skillful, confident, and self-motivated professionals who will be able to perform competitively in the organization of the modern age. Putting aside the traditional and conventional methods of teaching- learning, BBA aims at producing bachelor level graduates of international standards in management education with applied and pragmatic philosophies of acquiring knowledge. So, to acquire practical knowledge we were given to write a report by the university in any topic.
A project report is a record of any sort of project, whether it is a school project, business project, or research project.  Most commonly, project reports are written to record the beginning, middle and end of specific project events, such as business initiatives or school experiments. A project report can be written about almost any topic, in fields such as management, science, marketing, education, or engineering. However, to fulfill the standardized and formal requirements of teachers or executives, professional project reports must have certain characteristics; these will include specific sections of the project report, which are usually as follows:
      I.         Introduction
    II.         Table of contents
   III.         Main Sections
  IV.         Conclusions
   V.         References

Details are the heart of soul of any effective project report; dates, times, facts, and figures must be used to build credibility. Whether a project report is written about a new housing development, or an ad campaign's rollout, it should be based on quantifiable information that is easy to understand. 

The best project reports will be written according to a formal template, and they will be completely honest reckonings of all of the good and bad things that transpired during the central event's timeline. From the Introduction to the Conclusion, the role of the project report is to provide a factual record of the event that may later be used to make decisions about planning similar events or initiatives in the future; this is one reason why a project report can be a valuable tool in the business world.

Selection of an organization for writing report is no doubt a critical job and requires much of effort from the side of student. With much analysis and understanding of opportunities given to student to learn and grow within reporting period I have chosen the oldest and most experienced bank which has been providing very good learning atmosphere for student i.e. Nepal Bank Limited- the pioneer bank of Nepal and the topic my study is "Customer service and loan activities of Nepal Bank Limited-A situation analysis"
2.2 Statement of problem
Being based on the background stated above, the present study has the following problem:
      I.         Whether the bank is providing quality service or not?
    II.         How is the bank carrying out its loan activities?
   III.         To identify the situation of different variables of banking services of Nepal bank limited?

2.3 Objective of study
This study generally focuses on customer service activities and loan activities of Nepal Bank Limited. However the specific objectives of this study are as follows:
      I.         To analyze whether the bank is providing quality service or not?
    II.         To find out how the bank is carrying out its loan activities?
   III.         To build a theoretical knowledge on customer service, loan activities and also to obtain knowledge about the institution?
  IV.         To trace out uniqueness of the banking services of the branch bank.
    V.         To know factors of attraction of customer to open account Nepal bank limited, bazaar adda branch.
2.4   Research Methodology
2.4.1Research Design
As the nature of the data required for the study will be both nature i.e. qualitative as well as quantitative nature .So, the study has been designed both qualitatively as well as quantitatively.
Similarly as the objective of the study is to have theoretical knowledge on customer service and loan activities.  So mainly the study has been designed descriptically, non parametrically and somehow quantitatively.

2.4.2Population and Sample
There are at present about 31 commercial banks in Nepal. As this study is case study centered on NBL. So, Nepal Bank Limited, Bazaar Adda is chosen for the study among 118 branches all around Nepal. And no any population and sample is used. And it is purely based on Nepal Bank Limited, Bazaar Adda Branch.

2.4.3Sources of data

The data required for the study are both primary and secondary data. Primary data are obtained from primary sources and secondary data are obtained from secondary sources.
·      Primary data:-The data collected for the first time are said to be Primary data. Such data provide accurate information. These types of data are obtained from different departments of the bank.
o   Direct personal observations and involvement.
o   Informal meeting with Bank’s member of NBL Biratnagar, Bazaar adda Branch.
o   Informal interviews with the customer of Nepal Bank Limited.
                                  
·      Secondary Data:-The primary data for one person can be the secondary data for some others. So, data which are originally collected but obtained from either published sources or unpublished sources are secondary data. These data are obtained from books and internet.
o   Official websites of NBL and other different websites related to the topic.
o   Books, annual progress report, official publication online and offline, newspaper, brochures.
2.4.4 Data collection technique
The data collection technique used for the study is through field visits which mean visiting different department of the bank, through the use of internet, by studying brochures of bank, newspaper, annual report etc.
  
2.4.5 Data analysis tool
Analysis of the study is based on content and is analyzed descriptically and some how statistically by making tables.
2.5 Limitation of the study
The eight weeks period of research helped me to maximize my knowledge about the banking procedure with some practical aspects. However there had been some limitation as identified below:
1.    The time span for the study is short to conduct detailed study of organization.
2.    Core information and some vital data were not shared due to privacy issue.
3.    Huge amount of work load in the staff created obstacle for me to gain knowledge from other staff.
4.    The study may not depict overall banking performance.
5.    The reliability of data depends upon the information provided by concerned organization.
6.    Page limitation
7.    Resource limitation


                                                                  Chapter-III
Data Analysis and Interpretation
3.1Presentation of data
This chapter is the main volume of the field work report. This is a chapter under which collected data and information are presented and analyzed with the help of tables and figures.
3.2 Services provided by Nepal Bank Limited
This subsection describes the various services provided by Nepal Bank Limited, Bazaar adda branch. They can be mentioned as Customer services, loan activities and so on. They are elaborated into following paragraph:
3.2.1 Customer Services
Deposit Services
Current Account
Nepal Bank's current account saves you the hassle of carrying around cash every month. The account is non-interest bearing and it comes with a cheque-book - you just need to write a cheque whenever and wherever it's convenient

Statement of transaction

A six monthly statement will be sent so that you can see your transaction movements. You can also request that the Bank provides you with a statement every day, every week, every 15 days or every month.

Your Account and Cheque book 

A current account can be opened with a minimum amount decided by the specific branch. Deposit at your home branch. Once your account is opened you will receive your cheque-book containing 10 personalized cheques. To replace your cheque book once you run out of cheques just present the replacement form at the back of your current cheque book at your home branch and we will arrange a new one for you.
Account Opening

Personal Account:
a.     Personal Identification (Citizenship Certificate and 2 Copies of Photograph)
b.    Nominee Declaration
·       Proprietorship Account:
a.     Declaration of sole proprietorship
b.    Copy of Registration Certificate
·       Partnership Account
a.     Letter of Partnership duly signed by all partners
b.    Copy of the Partnership Agreement
c.     Certified copy of Partnership Registration
·       Account of corporate bodies, copy of:
a.     Memorandum and Article of Association of the Company
b.    Resolution of Board of Directors to open and operate an account
c.     List of directors duly signed by respective directors with home address and phone numbers
d.    Certificate of commence of commencement of business
·       Accounts of clubs, societies and associates (all documents to be duly certified by the charity):
a.     List of Office Bearers
b.    Copy of by-laws
c.     Copy of Resolution to pen and operate the account
d.    Name and signature of persons authorized to operate the account
e.     Copy of the registration certificate

Saving Account

With Nepal Bank's saving account your interest is calculated on daily balance and credited to your account quarterly. It is your passport to other Nepal Bank's products and services designed to manage your daily life easier and more convenient. Initial deposit depends upon nature of saving account. Any balance below minimum amount will be liable to incidental charges as fixed
by the bank from time to time.

Transaction account for thumb print account

When you open your account you will get a passbook to keep track of your savings and transactions. You have to update your passbook by our bank staff
at our branch.

Types of saving account

·       Karmachari Sahuliyat Saving Account:
a.     Can be operated on Zero Balance
b.    2% interest on daily balance
c.     Free Services like: ATM, ABB, SMS, Internet Banking
d.    Automatic conversion to Karmachari Nibritabharan (Employee Retirement) Account once the employee is retired from service.
e.     Account transfer facility if the employee is transfered to another location and no account closing charge.
·       Karmachari Nibritabharan (Employee Retirement) Saving Account:
a.     Requirement of Pension Passport to open account.
b.    Can be operated on Zero Balance.
c.     5% interest on daily balance.
d.    Cash or Transfere facility to pension amount.
e.     Free Services like: ATM, ABBS, SMS, and Internet Banking.
f.     Account transfer facility.
·       NBL Bishes Bachat Khata:
a.     Minimum balance is 50,000 only.
b.    5% interest on daily balance.
c.     Free Services like: ATM, ABBS, SMS, and Internet Banking.
·       Nepa Laxmi Bishes Bachat Khata:
a.     Minimum balance is 100,000 only.
b.    7% interest on daily balance.
c.     Free Services like: ATM, ABBS, SMS, and Internet Banking.
d.    Insurance facility up to 100,000.

Account Opening


·       Personal Account:
a.     Personal Identification (Citizenship Certificate and 2 Copies of Photograph)
b.    Nominee Declaration
·       Proprietorship Account:
a.     Declaration of sole proprietorship
b.    Copy of Registration Certificate
·       Partnership Account
a.     Letter of Partnership duly signed by all partners
b.    Copy of the Partnership Agreement
c.     Certified copy of Partnership Registration
Fixed Account

Features
·       Fixed Deposit can be opened with a minimum balance of NRs.
·       Payable upon maturity
·       Penal interest is levied on withdrawal of FD prior to maturity.
·       Interest is payable Quarterly.
·       Tax is deducted at source from the interest on saving deposit as per the Income Tax Act, 2058(2001).
·       Nomination facility is available.
·       Strict confidentiality is assured.

Tenure of FD
·       3 months
·       6 months
·       9 months
·       1 year
·       2 years
·       Above 2 years

Prevailing Interest Rate (Per Annum): 6 months
·       3 months
·       6 months
·       9 months
·       1 year
·       2 year
·       Above 2 year
Eligibility:
·       Individuals.
·       Minors.
·       Trusts.
·       Associations.
·       Clubs.
·       Societies.


Documents:
The copy of the following certified documents has to be submitted while opening 
Personal Account:
·       Identification Card in the form of Citizenship
·       Certificate/Passport/Other ID/PAN Card

Minors:
Guardianship to be verified with related documents

Nominees form:
·       Photograph of the nominee
·       Signature of the nominee

Clubs/Societies and Association:
·       Copy of Registration Certificate
·       Copy of Bye-Laws
·       Copy of Resolution to Open and Operate the account
·       List of members

Corporate body:
·       Certificate of Incorporation
·       Memorandum and Article of Association of the Company
·       Resolution of Board of Directors to Open and Operate the account
·       Sample of Company Seal
·       Name of the Directors of the Board

Partnership Account:
·       Certificate of Partnership Registration
·       Copy of Partnership deed, if any

Proprietorship Account:
·       Registration Certificate
·       Identification of Proprietors

NBLWEB ReMIT

NBL Remit - an online/internet based Remittance Service for the purpose of facilitating to transfer the earnings of Nepalese and Nepalese Expatriates in foreign countries with the help of available NBL agents. Along with inward remittance from foreign countries, NBL-remit is powered by domestic money transfer facility through all of the bank's branches throughout the country with very minimal charge.

NBL Remit service is based on online data transfer system and it is instant enough, efficient and very much secure. For the authentication purpose, SECRET KEY is generated on the system, which is required by the customer while being paid. Remittance facility is available both for instant cash payment and credit to the beneficiary personal account. Now the account transfer facility can be availed within NBL branches.

NBL Remit Service is also operated by agents of Nepal Bank who exist in different locations of National and International Topography. At this time, NBL has started this service from Arabian and Parsian Gulf mainly from QATAR where NBL has an established drawing arrangement with two major exchange houses, which are:


·       Eastern Exchange Est. Doha, Qatar
·       Arabain Exchange Co. W.L.L.

Remitter may contact the aforesaid exchange house for more information about NBL Remit service.

Procedures

 To send money
·       Go to the nearest NBL remitting agent.
·       Ask for 'Send Request Form'
·       Fill the personal information and the beneficiary information as requested.
·       In case of account transfer please state the name of bank, its branch and the account number of beneficiary in the specified location. The account details must be accurate else the fund shall be pending.
·       Fill the amount for remittance.
·       If cash transfer you are provided the secrete key else not.
·       Convey the secrete key to the beneficiary securely and guide him/her to receive the remitted amount from specific branch/agent of NBl remit product.

·       In case of account transfer the beneficiary need not to contact the branch of NBL. As the remitted amount is deposited into the beneficiary account in the requested branch, the beneficiary can directly check the status of the amount by enquiring at the branch.
·       In case of cash transfer, the beneficiary has to visit the specified branch.
·       He/She has to ask for Receive Request Form.
·       He/She has to fill the information as required.
·       He/She has to fill the secrete key which has been conveyed by the remitter.
·       Give the filled form to the NBL agent.
·       The agent shall process the information and verify the transaction.
·       If the transaction is valid, the beneficiary shall be paid the remitted amount.


S.N
Name
Address
City
Phone
Email
1
Alfardan Exchange Co
P O Box 498
Abu Dabhi, UAE
0097126223222
2
Eastern Exchange Establishment
P O Box 454
Doha, Qatar
009744412655
3
Arabian Exchange Co
P O BOX 3535
Doha, Qatar
009744438200



NBL REMITTANCE PRODUCTS

Remittance Product of Nepal Bank Limited

The oldest, biggest and most trusted bank in Nepal, Nepal Bank Limited has largest network of branches in the country and very big network of correspondent and agency relationship all over the world. The business of remittance fund transfer into Nepal, from Nepal and within Nepal through this bank is most reliable, timely at the minimum of charges.

A) Inward Remittance (receiving of money in Nepal)

  1. SWIFT: Through this system the remitter anywhere in the world can remit or transfer the fund in Nepal very easily, securely and quickly. The remitter can transfer the money in Nepal through Nepal Bank Limited just by mentioning this bank's SWIFT identity, that is, NEBLNPKA and beneficiary details. The widest network of branches of this bank can take care of your need very efficiently and at the minimum of cost
  2. TT and Mail transfer: we have arrangement made with major banks in financial centers as well as with banks in neighboring counties to receive funds through tested telegraphically transferred funds. We also honor the mail transfer from major banks.
  3. Drafts: We have system of honoring drafts drawn on us by many banks denominated in major currencies such as USD, Euro, GBP.
  4. Remittance from Gulf Countries: We have maintained special relationship with banks, financial institution and exchange houses in Gulf countries where majority of Nepali workers are working so that their hard earned money can be received by family members in Nepal.
  5. Western Union Money Transfer Service: Due to the arrangement made by our bank with this fund transferring institution through Hulas Remittance, the beneficiary in Nepal can receive money very quickly and the beneficiary does not need any account to receive the fund.
  6. Remittance from India: We have arrangement made with many banks in India by which remitter in India can remit the fund through SWIFT, TT, Mail Transfer, Drafts etc.
All remittance into Nepal through Nepal Bank Limited is quick, dependable and cheap because the beneficiary anywhere in the Nepal can receive the money without needing services of other banks because Nepal Bank Ltd has largest network of branches in Nepal in important places.

B) Outward Remittance:

  1. SWIFT: Through this System we can cater the need of customer to remit the fund anywhere in the world, denominated in major currencies.
  2. Draft: We have draft drawing arrangement made with our correspondent banks in many countries of the world where Nepalese individual and institution need to transfer fund due to any reason.
  3. TT and Mail Transfer: Because of our international banking relationship we can handle the outward remittance business though this method.
  4. Remittance to India: We can cater the need of business community and individuals to transfer the fund denominated in Indian Rupee In India very efficiently and at the minimum of commission compared to any bank in the Nepal.
Facilities

We offer you good remittance facilities to send money to Nepal for your loved ones. Depending on your location and the speed with which you want the money transferred you can take our service. You can do Telegraphic Transfer for remittance of money through our correspondent Banks.

Now, we offer you very fast and reliable money transfer facilities through SWIFT.

Essential details for SWIFT remittance to Nepal (from any country / bank)

Nepal Bank's SWIFT Code for remittance to Nepal
NEBLNPKA
Account with Institutions:
Please give full detail of Bank, Branch and its complete postal address, where the beneficiary is maintaining account
Beneficiary Customer
Please give account number, name, address and phone / fax number (if available) of the beneficiary

OTHER SERVICES

Safe Deposit Vaults

"The Best Protection For your most Important Valuables"
Your valuables are safely stored in another location other than your home or business...the SAFEST PROTECTION from fire and theft. Nepal Bank Limited offer you safe deposit vault to store items that would cause you to say "if I lose this, I'm in deep trouble." This means important papers like insurance policies, family records such as birth certificates, deeds, titles, mortgages, leases, contracts, bonds, certificates of deposit.

Other items include jewels, medals, rare stamps and negatives for important photos in case of fire or theft.

Safe Deposit Vault Rates 
Type
High
Wide
Deep
Rent (Per Year)
A
115 m.m
150 m.m
517 m.m
1800/-
B
148 m.m
184 m.m
517 m.m
2100/-
C
115 m.m
330 m.m
517 m.m
2400/-
D
178 m.m
238 m.m
517 m.m
2800/-
E
145 m.m
401 m.m
517 m.m
2800/-
F
266 m.m
330 m.m
517 m.m
4000/-
G
178 m.m
506 m.m
517 m.m
4500/-
H
314 m.m
401 m.m
517 m.m
5400/-
I
394 m.m
506 m.m
517 m.m
6200/-

Branches with Locker Facility

·       Kathmandu Banking Office
·       Biratnagar City Office
·       Kantipath Branch
·       Adarsha Nagar, Birgunj
·       Nepalgunj City Office
·       City Office Birgunj
·       City Office Pokhara
·       Bhadrapur

SMS BANKING SERVICES

Nepal Bank Limited presents SMS (Short Message Service) Banking service to it's valuable Customers.

We are providing the service from our branches (selected). In SMS Banking service, you can get your Account information easily by sending SMS to 1994. NBL SMS banking service having the following features.

  1. Secure transaction with PIN code
  2. Instant Balance Information
  3. Last three transactions with current Balance
  4. PIN code changing facility
  5. Latest Exchange rate of Foreign curreny
  6. Account Stop Facility
  7. Cheque Book print request
  8. Account statement print request
NBL SMS banking service also provides the extra services to it's valuable customer's such as New Product information of bank, Loan alert messages and cash withdrawal notification on customer's request. To get the SMS banking facility , please contact your nearest Branch of NBL for details. 

ANY BRANCH BANKING SERVICES (ABBS)

Nepal bank is proud to announce that all together 118 branches are enabled for ABB service. This service is free of charge to our valuable customer. In this banking service, our customer having account with NBL can access their account from any online NBL's branch. However the service is provided in two ways: Normal ABB service and Special ABB service. 

Normal ABB service allows our customer to deposit, withdraw and remit money from the branches which are online. Where as Special ABB service allows withdrawl facility. For deposit in such accounts requires processing through remit. 
Extra Features of NBL Normal ABBS


·       ABB service is available even in evening counter and extended banking. This facility enables the customers to withdraw and deposit in their account of closed branch from the branch having evening counter and extended banking facility.
·       ABB service is also available in government accounts.
·       Service is available around the country.
·       Limitless cash transfer

E-BANKING

General Information

Now NBL is just a click away. Wherever you go, you can access your account in Nepal Bank Limited on your desktop. We are very happy to announce NBL Internet Banking with wide coverage of services in order to facilitate our valuable customers. Balance check, cheque stop, cheque issue, statement print etc our some of the facilities under this service.

Procedures to create NBL Internet Banking Account:

·       Download NBL Internet Form : 
·        Fill up the form completely
·       Submit the form into your account holding NBL branch.

When we receive the form, your account will be created and Internet Banking User ID and Password will be mailed to the provided E-mail address with appropriate guidelines.

NBL DEBIT CARD

Nepal Bank has introduced its ever waited NBL Debit Card by joining the hands with Smart Choice Technologies (SCT), the first company in Nepal to provide networked ATMs.

NBL Debit Card of Nepal Bank allows its customers to access a vast network of ATMs located in various points in Kathmandu and other major cities within Nepal displaying the SCT logo on it.

NBL Debit Card is also accepted in INDIA via ATM's of Punjab National Bank.

The NBL Debit Card allows the cardholder to withdraw cash, inquire account balances and to pay for purchases through POS transactions.

NBL ATM outlets support cards from the banks associated with SCT as well as Visa and Master Cards.

Now for the first time in Nepal NBL Debit card supports e-commerce facility.


INTEREST RATE
Deposits Annual Interest Rate
S.No.
Deposit Type
Duration
Rate**
Previous Rate
1
Saving Deposit (Normal Saving/Pension saving)
(interest calculated on daily closing balance)
2.00%
2.25%
2.
NBL Diamond Saving

3.00%
3.25%
3.
Women Special Saving

3.00%
3.25%
4.
Yuva Bachat Khata

3.00%
3.25%
5.
Senior Citizens Special Saving

3.00%
3.25%
6.
Professional's Saving

3.25%
3.50%
7.
NBL Special Saving @
3.25%
3.50%
8.
Staff Saving / Staff Pension Saving
3.25%
3.50%
FCY Saving Deposit
1.
USD
0.70%
0.80%
2.
EUR
0.50%
0.50%
3.
GBP
0.50%
0.50%

Fixed Deposit
3 Month
3.00%
3.50%
6 Month
3.75%
4.00%
1 Year
4.75%
5.00%
2 year and above up to 5 year
5.00%
5.50%
FCY Fixed Deposit
1.
USD
Negotiable
Akschhaya Kosh


Other Institutions

5.00%

NBL Trust Fund

6.00%
Bulk Deposit (Fixed)

Rs 1 Crore and above for 1 year


Individual

4.75%

Institutional

4.50%
Call Deposits

Normal Call Deposits

1.75%
2.00%
NBL Special Call Deposits (Condition Apply)

Minimum Bal Rs 25 lakhs

1.75%
2.00%

Minimum Bal Rs 1 crore

2.00%
2.25%

Minimum Bal Rs 5 crores

2.25%

Minimum Bal Rs 10 crores

2.50%

Minimum Bal Rs 15 crores

2.50%

@ Minimum Balance Rs 40,000 Lending Rates
Lending Rates
Rate**
Previous Rate
Gold and Silver Loan
13.00%
13.50%
Export Finance
Export Finance in Domestic Currency
6.50% to 7.75%
7.00% to 8.00%
Post Shipment & Pre-Shipment (in USD)
4.00% to 6.00%
5.00% to 7.00%
Trust Receipt
8.00% to 9.00%
8.50% to 9.50%
Term Loan
Industrial/Commercial
9.50% to 11.00%
10.00% to 11.50%
Housing Plan
11.00% to 12.00%
12.00% to 14.00%
Real State
12.00%
13.00%
Short Term Working Capital
Hypothecation
9.75% to 11.00%
10.00% to 11.50%
Overdraft
9.75% to 11.00%
10.00% to 11.50%
Pledge Loan
9.75% to 11.00%
10.00% to 11.50%
Demand 
9.00% to 10.00%
9.00% to 10.50%
Loan against govt. securities/Structured Demand
Coupon rate + 2 or 8.00 whichever is higher
9.00% to 10.00%
Deprived Sector Loan
7.00% to 8.00%
9.00%
NBL Agriculture Loan
10.00%
10.50%
Loan against First Class Bank Guarantee
9.00%
10.00% to 10.50%
Loan against FD Receipt of NBL
Coupon rate + 2
Coupon or + 2%
Hire Purchase Loan
10.00% to 11.00%
11.00% to 12.00%
Consumer Loan
Auto
9.50% - 10.50%
10.00% - 11.00%
NepaLaxmi Auto Loan
8.50%
Home Loan
9.50% - 10.50%
10.00% - 11.00%
NepaLaxmi Home Loan
7.90%
Personal Overdraft
12.00% - 12.50%
12.00% - 13.25%
Personal Term Loan
12.00% - 12.75%
12.25% - 13.00%
Education Loan
10.00% - 10.50%
10.00% - 11.00%
Margin Lending
10.50% - 11.50%
11.00% - 12.00%

** Rates are effective from Baisakh 31, 2071 (June 4th , 2014)
Base Rate - Baisakh 2071: 8.11 %
#Prime: Loan above 5 Crore, No default in Account, Current Account Holder
*Standard: Loan above 1 Crore, No default in Account, Current Account Holder
~Others: Loan below 1 Crore
3.2.2 Loan activities of Nepal Bank Limited

Consumer Loans

NBL Personal Loans 
·       Provided to fulfill the personal needs of an individual
·       Provided against the land and building



Types
·       Personal Term Loan
·       Personal Overdraft Loan

Contact: Any branches of NBL.

Eligibility:
·       Borrower must have regular and stable source of income
·       Borrower must be Nepalese citizen
·       The collateral must be accessible by at least eight feet wide road
·       Borrower must have experience of at least 3 years
·       Borrower must be 21 years of age and should not exceed 60 at the time of maturity of loan.
·       The retirement age must be more than the tenure of the loan.

Parameters for personal loan
Criteria
Parameter
NBL Personal Term Loan
Loan amount
Minimum: Rs. 500,000 Maximum: Rs. 5,000,000
Loan portion
Up to 60% of value estimated by valuator acceptable to the bank
Tenure
Minimum: 2 years Maximum: 15 years
First payment date
From the end of the subsequent month of initial drawn down.
Prepayment charge
No prepayment fee will be charged if paid after maturity of 1/3 of the loan period. 2% prepayment charge will be levied if prepayment is made within 1/3 of loan period.
NBL Personal Overdraft Loan
Loan amount
Minimum: Rs. 500,000 Maximum: Rs. 5,000,000
Loan portion
Up to 50% of value estimated by valuator acceptable to the bank
Tenure
1 year; can be renewed subject to periodic review
Min. utilization limit
Rs. 500,000


Processing fee

1% of the financed amount at the time of submission of loan application. The fee shall be refunded if the loan is not approved. 

Documents

Documents
Salaried
Self employed
Identification documents


2 Passport size photo of applicant and one passport size photo of guarantor
Required
Required
Photocopy of citizenship certificate of applicant and guarantor
Required
Required
Photocopy of Tax/PAN/VAT certificate and registration certificate
Not required
Required
Proof of Income related documents


Original Salary Certificate not more than 10 days old
Required
Not required
Photocopy of contract agreement between applicant and his/her employer
Required
Required
Photocopy of Rent Contract, if any
Required
Required
Original/photocopy of Bank Statement (Past 6 months)
Optional
Optional
Photocopy of audited/management prepared financial statements for past 3 years
Not required
Required
Land and/or building related documents


Original letter stating coparcener  from local authority (Ward)
Required
Required
Original Blue Print of the land
Required
Required
Original copy of restraint letter  from Land Revenue Office
Required
Required
Original construction completion certificate from Municipality/VDC in case of purchasing already built house
Required
Required
Original/photocopy of detailed break down of cost estimation from the applicant’s consultant
Required
Required
Original land ownership certificate
Required
Required
Original latest land revenue receipt
Required
Required
Photocopy of blue print of building approved from Municipality/VDC
Required
Required
Photocopy of land Transfer Deed
Required
Required
Original four Boundary Disclosure  from ward office/municipality
Required
Required
Legal/Other documents


Debit authority note
Required
Required
Photocopy of Memorandum and Articles of Association/partnership deed
Not required
Optional
Credit information of borrowers and guarantors from CIC and branch
Required
Required
Cash deposit voucher of processing fee
Required
Required
Current account of the borrower
Required
Required
Credit Facility letter accepted by the borrower
Required
Required
Promissory Note
Required
Required
Original copy of loan deed
Required
Required
Insurance of the building
Required
Required
Original copy of mortgage deed
Required
Required

NBL Auto Loans

This loan is provided for:


·       Purchase of new vehicles
·       Purchase of old / used vehicles (For Private use only)

Contact: Any branches of NBL.

Eligibility:

The criterion for taking auto-loans is as follows.


·       The loan is provided to Nepalese Citizens only.
·       This loan shall be provided other than insider.
·       The loan is provided to any salaried and self-employed individuals and companies having regular and stable source of income.
·       The company / firm should be registered to the government authority.
·       All borrowers and guarantors should not be enlisted in “Black List” of NRB.
·       In case of individuals, the borrower must be at least 21years and should not exceed 60 years at the time of maturity. The retirement age must be more than the tenure of the loan.
·       3 years work experience is needed for salaried individuals.
·       The company / firm should be in operation since last three years.
·       The person taking loan for the company / firm is to be authorized by the company / firm as appropriate.
Parameters for Auto loan
Maximum Loan Amount
Rs. 25,00,000
Minimum Loan Amount
Rs. 2,00,000
Loan portion
Private (Personal Use)
Private (Business Use)
Private (Used)
Up to 80% of quotation price
Up to 80% of quotation price
Up to 70% of valuation price
Tenure
Minimum 2 Years - Maximum 7 Years


Processing Fee: 

1% of the financed amount shall be charged upfront at the time of submission of loan application with necessary documents. The fee shall be refunded if the loan is not approved.

Prepayment Fee:

2% prepayment charge on the prepaid amount if prepayment is made within 1/3 of loan period. However, no prepayment fee will be charged if paid after maturity of 1/3 of the loan period. 
Documents required:
Y = Required; N = Not Required; O = Optional
Documents
Self Employed
Salaried
Company/Firm
Identification
2 Passport size photo of applicant
Y
Y
Y
Photocopy of Citizenship Certificate/ Passport (Applicant & guarantor)
Y
Y
Y
Photocopy of valid Driving License
O
O
O
Photocopy of Registration Certificate
N
N
Y
Photocopy of Operating Approval
O
O
O
Photocopy of Tax/PAN/VAT certificate
N
N
Y
Proof of Income
Original Salary Certificate not more than 10 days old
N
Y
N
Photocopy of Contract agreement
N
O
O
Photocopy of Rent Contract
Y
Y
N
Original Bank Statement (Past 3 months)
O
O
O
Photocopy of Financial Statements (Past 3 years)
Y
N
Y
Others
Original Quotation of vehicle and from the body builder if body needs to be built up. Fax copy of quotation mentioning applicant’s name received from dealer is also acceptable.
Y
Y
Y
Photocopy of Land ownership certificate
Y
Y
N
Photocopy of Memorandum and Articles of Association
O
N
Y
For used vehicles only
Original Invoice of Used car showroom / certified copy
Y
Y
Y
Valuation report of vehicles from valuators
Y
Y
Y

Consumer Loans

NBL Home Loans

This loan is provided for
·       Purchase a plot of Land/Building.
·       Construction, renovation, modification, extension of existing building,

Contact: Any branches of NBL.

Eligibility:

The criterion for taking home-loans is as follows.
·       The loan is provided to any individuals who have regular and stable source of income. This loan can be given to any salaried and self-employed individuals.
·       The loan will be provided to Nepalese Citizens only.
·       Any house/land, which does not lie in municipal area, will not be financed. However, urban VDC can also be considered with proper justificantion.
·       The land and/or house to be constructed / purchased / renovated / extended / modified should have motorable road (8 feet wide in minimum) access. Such road should be clearly seen in the blue print or be verified by concerned authority (for e.g. ward office).
·       All borrowers and guarantor should not be enlisted in “Black List” of Nepal Rastra Bank.
·       3 years work experience is needed for salaried and self-employed individuals.
·       In case of business income, financial statement of the company should be audited.
·       The borrower must be at least 21years and should not exceed 60 years at the time of maturity. The retirement age must be more than the tenure of the loan.
Parameters for Home loan

Maximum Loan Amount
Rs. 50,00,000

Purchase of Land / Building
Renovation, modification, extension of Building
Construction of building on already owned/Purchased land
Minimum Loan Amount
Rs. 4,00,000
Rs. 2,00,000
Rs. 4,00,000
Loan portion
Up to 60% of Transfer deed (Rajinama) price or value estimated by valuator approved by the bank whichever is lower
For land: Up to 60% of transfer deed (Rajinama) price or value estimated by valuator approved by the bank whichever is lower.
Up to 70% of cost of construction estimated by valuator approved by the bank
Up to 70% of cost of construction estimated by valuator approved by the bank
Tenure
Minimum 2 years - Maximum 20 years

Processing Fee: 

1% of the financed amount shall be charged upfront at the time of submission of loan application with necessary documents. The fee shall be refunded if the loan is not approved.

Prepayment Fee:

2% prepayment charge on the prepaid amount if prepayment is made within 1/3 of loan period. However, no prepayment fee will be charged if paid after maturity of 1/3 of the loan period. 
Documents required:
Y = Required; N = Not Required; O = Optional
Documents
Self Employed
Salaried
Identification
2 Passport size photo of applicant / co-applicant
Y
Y
Photocopy of Citizenship Certificate / Passport (Applicant & guarantor)
Y
Y
Photocopy of Tax/PAN/VAT certificate along with registration certificate
O
O
Proof of Income
Original Salary Certificate
N
Y
Photocopy of Tax/PAN/VAT certificate
N
N
Proof of Income
Original Salary Certificate not more than 10 days old
N
Y
Photocopy of Contract agreement
N
O
Photocopy of Rent Contract
O
O
Original Bank Statement (Past 3 months)
O
O
Photocopy of Financial Statements (Past 3 years)
Y
N
Others
Original Quotation of vehicle and from the body builder if body needs to be built up. Fax copy of quotation mentioning applicant’s name received from dealer is also acceptable.
Y
Y
Photocopy of Pension book/ ID stating name of the pensioner, amount and validity period
Photocopy of Contract agreement between applicant and his/her employer
N
O
Photocopy of Rent Contract if any
Y
Y
Original Bank Statement (Past 6 months)
Y
Y
Photocopy of Audited Financial Statements (Past 3 years) 
N
N
Others
Original letter stating coheir  of seller from local authority
Y
Y
Original quotation of housing company
Y
Y
Photocopy of Blue Print of the land  
Y
Y
Photocopy of Certificate of construction from Municipality/VDC in case of purchasing already built house  
Y
Y
Original Private Sale Agreement in case of Private Sales
Y
Y
Photocopy of Memorandum and Articles of Association 
Y
N
Photocopy of Detailed break down of cost estimation from the applicant’s consultant 
Y
Y
Photocopy of Land ownership certificate
Y
Y
Photocopy of Latest land revenue receipt
Y
Y
Photocopy of Blue Print of building approved from Municipality/VDC
Y
Y
Photocopy of Land Transfer Deed
Y
Y
Original Four Boundary Disclosure
Y
Y
Approval letter of municipality for construction of house
Y
Y
Approval letter of municipality for extension and renovation/modification (if needed) of house
Y
Y


Analysis and Interpretation
The purpose of the data analysis and interpretation phase is to transform the data collected into credible evidence about the development of the intervention and its performance.
Customer Service department is a primary level department that generally deals with customers directly and regularly. This department is basically directed towards providing the surface level assistance to the customers i.e., to provide general information about banking system, product and services provided by the bank. The department is responsible for providing the basic materials like deposit vouchers, cheque book, bank statement, balance certificate, cards.
Customer Service Department is the face of bank. Customer Service Department is the place where customer initially interacts with the bank. Customer service expands client focus to include everything that happens within and around the bank, from the way staff greet clients, to the atmosphere in the waiting room, to the matter in which clients complains are handled.
The very first thing that the people seek in the organization is the prompt service and the person at the customer service desk properly handles them. The people at the customer service desk must be ready to sort out every problem at any moment. The customer service division can answer questions, resolve problems, and help you establish new accounts and services, and providing information on products, forms, and publications
The increasing competition in the banking sectors demands more service proliferation, which would satisfy the demand of the customers. Banks and other financial institution are introducing more and more innovative services such as ATM, debit card, internet banking, locker services and various other services for their customers to serve them more efficiently and effectively. Customers seek in organization the prompt service and the person at the customer service desk properly handled them. The people at the customer service desk must be ready to sort out every problem at any moment. A customer is the most important visitor on the business premises and customer is given help in the field of
1. Account Opening
2. Statement Printing
3. Scanning and Photocopy Of Documents
4. Handling Queries.
5. ATM Card Issue
6. Cheque Book Issue
7. Allotment of Account Number
8. Complain Handling
9. Phone Communication Handling
10. Signature Change
11. Receiving the Visitors
12. Updating the Records
13. Dealing with different customer problems
14. Instructing to fill up form for different reasons
15. Filing the Document
16. ABBS
17. SMS banking
I) Account opening
Any interested customer who wish to open an account in ABC Bank is inquired about the type of account he/she wants open, then customer is provided with account opening form and are requested to fill up account opening form and attached all required documents. After the form is filled up by customer, CUSTOMER SERVICE DEPARTMENT staff verifies the form and pass on to the CUSTOMER SERVICE DEPARTMENT head for final verification. After the approval from CUSTOMER SERVICE DEPARTMENT head, CUSTOMER SERVICE DEPARTMENT staff opens an account in bank on the name of respective customer. Then the customer is provided with an account number and requested to deposit at least minimum amount according to their account type.
During account opening time customer is also asked whether they need other services offered by bank like the ATM Card service, internet banking service, SMS banking service etc and if customer are interested to get those service then customers are asked to fill up respective forms to get those service.
iiStatement printing
Any customer who wants to have bank account statement print is requested to fill up bank account statement request form and submit then Customer Service Department staff verify account number, account name, identifies account holder, account holder’s signature and then provides respective bank account statement print to respective customer.
If the account type is Company account then company’s stamp is necessary along with account holder signature for bank account statement print.
iii) Scanning and photocopy of documents
Various documents like specimen signature cards, photographs, citizenship, passports etc should be properly scanned and photocopy and entered into bank system so that it could be accessed easily when it is needed.
iv) Handling customer queries
As we come across with different individuals, they certainly have different queries related to bank services, schemes and its products. Different queries of different customers should be handling in a very effective way so that customer gets satisfactory solution of their queries. While dealing with customers first we need to listen to the customer patiently and understand their queries or problems only after that we should provide the appropriate information or the solution as per customer’s need in very polite manner. If we do not have the appropriate information about the customer’s queries then we should ask to other staff and provide appropriate information to customer as quickly as possible. And queries are listened accordingly in the Nepal Bank Limited.
v) ATM Card issue
While opening a bank account, customer is inquired about the need of ATM Card. Once the form is filled up Customer Service Department staff will verify it and send it for the further processing. Customer is requested to come and collect their ATM card in two weeks.
After after two weeks bank receives the ATM card of the respective customer. When the customer comes to collect the ATM card, Customer Service Department staff verifies the signature of the customer and issue the ATM card to the respective customer along with ATM Pin number.
Only the account holder can collect the ATM card , if incase account holder is unable to come to collect card then application specifying the person to whom bank can provide card along with account holder signature should be provided to bank and person who comes to collect card should show their identity.
vi) Cheque book issue
When account holder used the entire cheque leaves bank issue cheque book to the customer. When customer fill up the cheque requisition slip that is attached along with cheque book. Customer cheque requisition slip submitted by the customer should be filled properly date wise and preserved in the department. Cheque books are usually made in a day and are arranged in a chronological order. Cheques can be issued to anyone other than the account holder but with the valid authority proof from the account holder.
vii) Allotment of Account Number
This department will maintain separate register for keeping record of account number already opened for each type of accounts i.e. for current account, savings, foreign currency account. For new account they allot account number by verifying the details of the customers in the system by two staff.
viii) Complain Handling
Most of the account related complains or any other problems regarding banking products and services should be handled by customer service department. This department is responsible  for providing efficient information to the account holder and handles their questions appropriately. Complains should be seriously taken and handled carefully in order to avoid such mistake in the future.
ix) Phone Communication Handling
The department is responsible for handling phone calls coming from outside. They are responsible to answer questions of the customers and provide account related information via telephone.
x) Signature Change
If any customer is willing to change his/ her signature for any genuine reason, a form called” Specimen Signature Card” is given to fill it. Customer is also required to submit the photo along with the documents such as Identity card/passport/ license for the authentication. Customer Service Department staff will verify the form along with the documents. Then Specimen Signature Card will be scanned and entered into the bank system. Hence the customer can use his new signature for any banking purpose.
xi) Receiving the Visitors
The primary role of the Customer Service Department is receiving the visitors by the staff at the most frontier location of the office. He /She bear the responsibility of receiving the client soothingly and impressively. The visitors are there for several purposes such as meeting a particular person, opening new account, closing the existing account, making inquiries relating to debit card, ABBS system etc. These all are dealt by the staff sincerely with all the respect and modesty. Customer Service Department personnel need to be calm and should posses good communication skill to motivate the customer to use the service provided by the bank. Customer Service Department personnel should not be rude because as far as customer is concerned if the personnel are rude, the bank itself is rude.
xii) Updating the Records
The Customer Service Department personnel needs to update the records if any change has occurred to the customer’s previously submitted information as soon as new information is provided to the Customer Service Department. There are various possibilities of changes they are discussed below:
A) Change in Address
If a change in client’s address takes place and such changes are notified to the bank for the necessary updates of bank records, the designated staff of Customer Service Department updates the record as per procedure mentioned here
Pre-requisites
·       Valid signature of account holder on the request letter.
·       A return request from the client.
Checking and Processing
·       Verify signature on the letter.
·       Ensure whether the phone number is changed.
·       Enter new address in the computer system.
·       Send acknowledgement letter of client's new address.
·       Designated staff checks” maintenance history” from client system of fiancé plus to ensure that the new address is correctly entered.
·       Keep clients request letter as well as acknowledgement letter sent by the bank.
B) Change in Signature:
In the following circumstances, change in signature is asked by the client.
·       Change in writing habit
·       Change in ownership.
·       Change in authorized person/office bearer etc.
For uninterrupted operation of accounts such changes are notified to the bank in writing for necessary updating of banks record and change of specimen signature cards. On receipts of such messages, the designated staff of CUSTOMER SERVICE DEPARTMENT updates the records as procedure maintained.
xiii) Dealing with Different Customer Problems
Various problems are faced by the customers while using the services of the bank. Customers bring their problem to the Customer Service Department first. Especially problems related to ATM machine were encountered frequently during my stay in that department. Sometimes the debit card would get stuck inside the machine such card is taken out from the ATM and kept in Customer Service Department. The customers can collect such cards from the CS desk. If money couldn’t be withdrawn from the ATM then the customers come to Customer Service Department and the staffs there guide the customer to pus machine. This machine is frequently used in the branches where the bank does not have an ATM.
The debit cards are swipe on the pus machine and the amount demanded by the customer comes out in a slip. There will be two copies of a slip naming “merchant” and “customer”. The merchant copy is signed by the customers and then submitted to the teller. The teller verifies the signature and recompenses the amount referred in the slip. The customer copy is given to the customer for the reassurance of the amount taken out from the card.
xiv) Instructing to Fill up Forms for Different Reasons
There are many other works to be done in the bank by Customer Service Department. Some new people come to the bank for cash deposit. They are well drilled to fill up the voucher consequently. Similarly, some people approach there if their account is dormant. The account becomes dormant if no transaction is made for the period of six month. For these types of customers Customer Service Department provides form and instruct them to fill up for activating their account. As such in case of lose of debit card, people come there and they are again privileged by a form in order to get a new card. This all is executed by Customer Service Department with no negligence.
xv) Filing and Documentation
Filing and documentation are very important task that the Customer Service Department staffs do. The entire paper work has to be done simultaneously to the computer work. There are different files for filing different documents. The account holders’ form, their signature cards, and their request slip all are filed in separate files. The void cheques are also filed. The request for debit card issuance is mailed to the card center daily. Such request is printed out and filed in a separate file. Similarly the account statement issued and cheque issued are printed and filed. The authorized letter received by the Customer Service Department is also filed.
So, with this brief explanation of Nepal bank limited there is the very much good Customer Services given to the customer and customer are also very much happy with the services of Nepal bank limited.
CREDIT DEPARTMENT
Meaning and Concept
Nepal Bank Nepal Limited has a mission to deliver a good service to everyone. In this scenario, corporate entities cannot be an exception. Hence, Nepal bank limited Lending is solely targeted to meet the requirements of corporate entities of Nepalese market.
Corporate lending includes both funded and non-funded facilities as per the requirement of corporate entities. Some of the products offered are Overdraft, Demand Loan, Term Loan, and Project Finance and so on. The credit facilities exceeding NPR millions falls under corporate lending. But there are other loan facilities also such as margin loan, house loan, auto loan etc..
Target: Any success driven entrepreneurs who add value to economic growth.
Sectors: Manufacturing units, construction companies/contractors, tourism and travel trade, Handicrafts, traders, wholesaler, retailers, importers/exporters, logistics, education, health, manpower etc.
Features of credit Department:
·       Personalized Service
·       Competitive interest rates
·       Ten days to cash (TDTC*) after submission of complete required documents
·       Experience complete banking (we will offer entire range of products/services to the SMEs including lending products, deposit products and other ancillary products such as cards, lockers, transactional banking, internet banking, ABBS, etc.)
·       Initiate and participate in active awareness programs, workshops, seminars for the benefit of our SME communities.
·       Micro Lending to micro entrepreneurs in groups or individual basis
·       Loan for community hospital under following conditions
·       CIC Program: CIC is a program to find the detail information of the customer while lending loan from bank. Sometimes customer want to hide their detail information regarding loan from others bank while taking loan from one bank. At that time bankers will not be able to know their customer and cannot get sufficient knowledge about them. But nowadays banks use CIC program to search detail information about loan takers. In this program name, address, citizenship number, name of father or grandfather is entered in the system and system provides detail information about that customer if there is any information available. Information on loan taken from different banks, black marketing list etc. should be obtained from that program. In credit department I used this program to find detail information on customer.

So, with this brief explanation of Nepal bank limited there is the very much good loan services given to the customer and customer are also very much happy with the competitive loan rate and services of Nepal bank limited.

                                                                        Chapter-I
                                                              Findings

1.    The procedure for opening account is simple and easily opened within a short period of time.
2.    The study shows that maximum numbers of people choose  NBL as their Bank because of the NBL performance. This states that the customer perceived NBL as good Bank in terms of the performance
3.    Flow of opening saving account is higher than the current and fixed account.
4.    Most of the customers are satisfied by the free SCT service.
5.    Most people close their account due to their own problems rather than other reasons.
6.    Customers are satisfied with the services and friendly behaviors of the staff.
7.    Friendly, co-operative, helpful, skillful staff.
8.    While opening the account in Nepal Bank, the minimum balance is comparatively lower than other bank.
9.    The Bank gives equal value to every customer.
10. Nepal Debit Card can be used in many places as discussed above
11. Payment of every account interest is done quarterly except Senior Citizen Saving Account, which is paid monthly.
12. Highest interest rate in deposit account is 6%
13. The interest earning to loans and advance is increased.
14. Mainly three types of account are hold by the people they are current, saving and fixed deposits.
15. As discussed above there is very good service regarding customer service and loan activities.



Chapter-V
Suggestions and conclusion

So from the study and analysis of the Customer Service and loan activities of NBL it can be said that the customer has been increasing because of quality sevice in the field of customer service and loan activities. But then also bank has not been able to utilize the collected saving according to the borrower and nation requirement. So it will be profitable for NBL if it provides more amount of long term and medium term loan.
Bank is the most important institution for accelerating economic growth in the country. It is quite true that a strong financial institution is of a great need in the development of the developing country like Nepal. The Nepal Bank Limited is one of the oldest banks of the country which has got the history of 67 years. This bank is now in its advance stage. As being the first commercial bank it has to pass through different ups and down according the situation. NBL has been providing different services to its customers. NBL played a vital role in the over all development of the country. NBL previously was started with the 51% of the government and 49% of the public but at present time the bank has got the 40.49% share of the government and 59.51% of the general public. So looking at this factor, NBL has developed a lot in this time. The Bank has high contribution in fulfilling the economic improvement by collecting the scattered resources through the network of 118 branches through out the country. Though commercial banks are profit oriented and invest these resources in those sectors from where they could gain maximum profit, NBL is initiated not only with profit oriented motive. It has always given preference to the economic and the financial development of the country. It provides credit facilities to the trader, agriculturist, industrialist, businessman etc. It can be said that NBLacts as the pillar of the economic development. NBLfacilit-ate international banking by being directly connected with major international banks.NBL has different functions but the main function is to provide the security to the wealth of the customers. NBL generally provide three different types of accounts i.e. saving, current and fixed deposit account. Although the interest is not provided in current account, people deposit in this account for its safety. Fixed deposit account is most common among the people because it has higher interest rate, can be pledged as collateral for loan and easier to open. The study provides the brief knowledge of "Customer Service and Loan activities of Nepal Bank Limited" and presents condition of customer service and loan activities of NBL.


3.3. Recommendation and suggestion
Some suggestion and recommendation are being put forward for the improvement and development o Nepal Bank Limited which are as follows:

1.    Now, the economic condition of the country is deteriorating, there is danger of reduction of business and industrial activities. Therefore banks should not focus only in collecting huge amount of deposit by increasing the interest rate.
2.    It is common complain that customers entering the branch premises have crave for employee attention. The remedy lies in creation of a friendly behaviour to all customers who come into the branch, whether valuable or not. A smile on the face would not cost but would go along way in satisfying customer’s expectation.
3.    Considering the present economic condition of the country, the bank should pay pivotal role for the economic development of the country. They should promote balanced regional development by financing funds in remote and other priority sectors.
4.    The banks mobilized capital should be made available for investment in productive enterprises whether the business is of small, medium or large sized. Thus the bank should expand its credit to promote economic development more rapidly.
5.     Higher interest rate is a tool to attract customer to deposit their money. This will eventually lead to the collection of funds. The cash deposited by the customer are liquid position to help maintain adequate liquidity position of the bank. It also offers more chance to invest or lend.
6.    There is serious competition among joint venture banks, finance companies and insurance companies being ruined or even strong companies going to losses and liquidate. Therefore the bank should be service oriented. They should train and motivate the staffs, get up-to date information about other bank and try to grow their market.
7.    The bank should concentrate in various investment policies, so that the investment is done in wide range of profitable sectors in proportionate manner. The bank should scrutinize with, are parties, bank are dealing with, are having good reputation or not otherwise, the transaction, the truncation with bad parties may lessen the value of bank.
8.    The bank should publish annual report and distribute booklets containing details information about its activities and performance as well.
9.    The bank should follow the discipline and adopt directives of NRB. This helps to maintain harmonious relationship between other banks as well.
10. The bank should launch various kinds of welfare programs for its staffs and the society. Excellent staffs should be promoted in order to motivate them.
11. The bank should grab opportunities as soon possible, by adopting efficient and latest market strategies. Traditional method should be left behind.
12. There should be certain fund for advertising. Advertising also helps to attract depositors and borrowers.
13. NRB should invite commercial banks officials to participate in formulating policies rules, regulation and directives.
14. Banks should bring attractive motivational programs to motivate their employees effectively and efficiently.
15.  NBL should change its marketing concept. It should adopt new and modern marketing concept. Now, it should go for the societal marketing concept for the betterment of the society and itself.
16. The bank must employ only required number of employees otherwise it may create a big problem in bank. 
17. The Bank should also provide more attention towards the priority sectors and also provide the industrial scheme for the development of the economic condition of the country.
18.  The bank must not invest only in one sector; different sector should be selected of the investment.
19.  Since it has certain responsibility towards the country, it must work for the economic development of the country.



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