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.
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
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:
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.
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
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
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.
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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.
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:
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
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:
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:
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)
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)
- 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
- 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.
- Drafts: We have system of
honoring drafts drawn on us by many banks denominated in major currencies
such as USD, Euro, GBP.
- 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.
- 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.
- 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:
B) Outward Remittance:
- SWIFT: Through this System we
can cater the need of customer to remit the fund anywhere in the world,
denominated in major currencies.
- 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.
- TT and Mail Transfer: Because of our
international banking relationship we can handle the outward remittance
business though this method.
- 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)
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
Safe Deposit Vaults
"The Best Protection For your most Important Valuables"
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
·
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.
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.
- Secure transaction with PIN code
- Instant Balance Information
- Last three transactions with current Balance
- PIN code changing facility
- Latest Exchange rate of Foreign curreny
- Account Stop Facility
- Cheque Book print request
- 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.
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:
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. |
@ Minimum Balance Rs 40,000 Lending Rates
** 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
|
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
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:
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
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.
ii) Statement
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.
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.
