CUSTOMER SERVICE ACTIVITIES

Of

NMB BANK LIMITED

AN INTERNSHIP REPORT

Submitted By:

Abhishek Mishra

Everest College

Exam Roll No: 6677

T.U. Registration Number: 7-2-446-98-2008

Submitted To:

Office of the Dean

Faculty of Management

Tribhuvan University

For the partial fulfillment of the requirement for the degree of

Bachelors of Business Administration (BBA)

Kathmandu

August, 2013

DECLARATION I hereby declare that the internship report entitled “An Internship Report on Customer Service Department and Clearing Department of NMB Bank”, submitted to Office of

the Dean, Faculty of Management, Tribhuvan University, is my original work done in the

form of partial fulfillment of Bachelor’s of Business Administration (BBA) under the

supervision of Anup Basnet (Business Development Manager) and Anup Tamarakar

(Operational Incharge) at Kantipath branch.

____________________

Abhishek Mishra

ACKNOWLEDGEMENT As a requirement of the B.B.A. program and which will lead to the culmination of the

course, I have chosen banking as my area of interest in which to undertake my internship. I

have chosen customer service department and clearing department of NMB Bank Limited

as a focus of my study.

Customer Service Department is the “face” of an org anization and customers are the kings

to the organization. Customers form an image or an impression of the bank through their

interactions with the personnel working in this department. Hence, customer service

department is an integral and critical part of a bank which helps to build a cordial

relationship with the customers.

During the period of internship, I got an opportunity to meet many respectable persons and

through them I gained lots of knowledge. I would like to express my sincere gratitude to

Mr. Upendra Poudyal, Mr. Anup Basnet, Mrs. Pranisha Shrestha, Mr. Shanju

Shrestha, and entire staff of NMB Bank Limited for their kind support and cooperation.

Finally, very special thanks go to my Advisor Mr. Anup Tamarakar who despite of his

busy schedule has provided me a lot of valuable suggestions and encouragement for the

preparation of this report. I would like to express my gratitude to my friends and sister for

their constant support and love.

Thank you.

____________________

Abhishek Mishra

Everest College

CHAPTER ONE

INTRODUCTION

1.1 Background of the study A healthy financial system is essential for the healthy sustainable growth of the

country. It must be able to meet the increasingly sophisticated demands that are

placed on it. A well-developed financial system promotes investment by identifying

and financing lucrative business opportunities, mobilizing savings, efficiently

allocating resources, helping diversify risk and facilitating the exchange of goods

and services. Commercial Banks play a vital role in the economic development of the country. In

Nepal, commercial banks are regarded as the backbone of the financial sector. They

perform various functions for uplifting the economic activities. Currently there are

thirty two commercial banks in the country and some of them have already and

some are in the process of finding the most compatibles partner for merger as per

the policy of the Merger Policy of NRB. The main focus of this report is to let the reader know about the customer service at

the bank. Customer Service Department is the most important department of any

bank. It deals with various services offered by the bank. It responds to the quires of

the customers giving appropriate solution to their problems promptly. All the

information required by the customer is dispersed through the CSD. The

information could be related to the deposit schemes, loans schemes, consulting,

document requirements, etc. the CSD is the first place a customer approaches after

entering a bank.

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1.2 Objectives The main objective of this study is to study about the activities performed in

Customer Service Department.

1.3 Methodology All the information has been gathered through a systematic procedure for the

preparation of report. Most of the information has been collected through the

brochures, websites of the bank, document and articles published in the newspaper

and through the interviews as well. The relevant data of the bank have been

obtained through the official site and credible source so the deviation might not

occur. However, the major portion of facts included in the report has been obtained

through the personal experience of intern throughout the internship.

1.3.1 Organization selection

For the specialization in the field of marketing, I had certain options to choose

thatservice organization that offers the most of the information. So I chose NMB as

it has the best offerings to the students. A letter from the college along with

Curriculum Vitae, and photos were presented at the head office of the NMB Bank.

I approached the bank and after few days I was called to join the bank from 23rd

May 2013.

1.3.2 Placement For conducting the internship the internee was placed in Kantipath Branch. The

intern was first familiar with the bank and banking environment. During the two

months of internship periods, internee was placed in two different departments.

They are as follows:

Customer Service Department

Clearing Department

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1.3.3 Duration of Internship In order to attain the objectives of the BBA program, the university has placed it in

the final semester i.e. the 8th semester. At this point of time the students of BBA

program are completely ready for converting their theoretical knowledge with

some practical implications. As per the requirement by the Management Dean’s

Office, the internship program has a mandatory duration of 8 weeks. With its

duration and the needed exposure, the program has been designed to attain 6 credit

hours. Accordingly, this internship program was successfully accomplished from

23rd

May 2013 to 23rd

July 2013 in the Kantipath Branch of NMB Bank Ltd. There

were different activities performed by the intern during this two months’ time

which will be dealt in detail in Chapter 4. There was no time limit working in any

department. From very beginning since he was introduced to the bank (Kantipath

Branch), she worked continuously in both the departments.

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CHAPTER TWO

INTRODUCTION OF THE INDUSTRY

2.1 Introduction of Bank Industry Banking sector definitely plays a pivotal role in the overall development of an

economy. Banks are one of the vital aspects of the economy, which deals in the

process of canalizing the available resources in he needed sectors. It is the

intermediary between deficit and surplus of financial resources. It is the financial

institution with an aim to accumulate the idle money of the general public and lend

those who are intending to use it for productive purpose. Bank offer attractive

product plans and schemes to attract the deposits and then mobilizes their deposits

in providing loan facility to the general public, business house, industries,

agriculture, and other needy sector by charging some interest rates. From this return

they provide return to depositors and make their profits. In this way, banks collect

idle fund, mobilize them into productive sector and hence supports the overall

development of the economy. Thus the bankers have responsibility of safeguarding

the interest of the depositors, the shareholders and the society they are serving.

According to NRB Act 2002, “Banking means accepting for the purpose of lending

or investment of deposits of money from the public, repayable on demand or

otherwise and withdraw by cheque draft order or otherwise”

According to World Bank, “Banks are financial institutions that accept fun d in the

form of deposits repayable on demand or in short notice.”

According toNepal Commercial Bank Act 2031, “A commercial bank is a bank,

which deals in exchanging currency, accepting deposits, advancing loans and

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doing other commercial transactions except some specific function done by other

specified banks such as co-operative agricultural bank and industrial bank.”

Commercial banks are the integral part of the national financial system that

functions on continuous basis on society. The basic objective of commercial bank

is to collect idlemoney, mobilize them into productive sector and causing overall

economic development so that the national economy can grow and increase the

standard of living.

2.2 History of Bank The term ‘bank’ was derived from the Latin root “Ba ncus” which refers to the

bench on which the money mediator would keep his money and his records. Again

the term ‘Bank’ is derived from the French word “”B anque” and the Italian word

“Banca” which mean a bench for keeping, lending and exchanging of money or

coins in the marketplace by money lenders and the money changers. It was also

derived from the German word “Bank” which means Joi nt Stock Company.

In Global Context: Banking has come to the present advance form through the various stages.

Traditional forms of banking were traced during the civilization of Greek, Rome

and Mesopotamia. “Bank of Venice” was set up in 115 7AD in Venice. Originally,

it was not a bank in real sense being simply an office for the transfer of the public

debt and storing precious metals and coins. Subsequently, “Bank of Barcelona”

(1401) and “Bank of Geneva” (1407) were established . “Bank of England” (1694)

was incorporated as a joint stock bank and later on, it became the first Central Bank

of the world (1844). Then, people migrated to England and the other parts of

Europe from Italy for the development and expansion of the modern banking.

Commercial banking in India began in 1770AD with the establishment of the joint

stock bank, named the “Bank of Hindustan” bay an En glish Agency in Calcutta.

5

In Nepal: At the early stage, zamindars were known as banks. The focus was more on lending

money against securities like land and ornaments, which could be redeemed if the

loan wad defaulted. The establishment of ‘Kausi Tosha Khana’ during the regime

of Great Prithivi Narayan Shah and ‘Tejarath Adda’, during the Prime Ministership

of Ranoddip Singh around 1820-1876AD, were taken as the initial step for the

development of institutional banking system. The history of modern banking industry dates back to1937AD in which Nepal

Bank Limited was incorporated, the government owned 51 percent of the shares in

the bank and controlled its operation to a large extent. It is headquartered in

Kathmandu and had branches in other parts of the country as well. In order to

regulate the economy and the unregulated use of money Nepal Rastra Bank was

created in 1956 as the central bank. Its function was to supervise commercial banks

and to guide the basic monetary policy of the nation. Its major aims were to

regulate the issue of paper money, secure countrywide circulation of Nepalese

currency and achieve stability in its exchange rates; mobilize capital for economic

development and for trade and industry growth; develop the banking system in the

country; thereby ensuring the existence of banking facilities; and maintain the

economic interests of the general public. Nepal Rastra Bank also was to oversee

foreign exchange rates and foreign exchange reserves.

After almost 30 years another state owned commercial bank Rastriya Banijya Bank

was established in 1966. The Land Reform Savings Corporation was also

established in the same year to deal with finance related to land reforms. During

19867 AD the Agricultural Development Bank was also established. Almost 75

percent of the bank was state-owned; 21 percent was owned by the Nepal Rastra

Bank and 5 percent by cooperatives and private individuals. Hence it is clear that

since the 1960s, both commercial and specialized banks have expanded. More

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businesses and households had better access to the credit market although the credit

market had not expanded.

Government formulated liberal economic policy to accelerate countries growth and

development. Government encouraged foreign investment and participation of

private sector in the banking sector. The government then applied the policy of

“Joint Venture Banking”. This was a great significa nt event. Healthy competition

prevailed and people were offered valuable services and national as a whole begun

to take benefit.

However, the decade of 1980s can be considered as the landmark in the modern

banking history of the Nepal. It was only in this decade government allowed the

excess to foreign joint venture banks to be the part of the Nepalese banking

business. During this period, three foreign commercial banks opened branches in

Nepal. The first was Nepal Arab Bank established in 19884 AD. It was co-owned

by the Emirates Bank International Limited (Dubai), the Nepalese government and

Nepalese public. After that in 1984 came Nepal Indosuez Bank (currently Nepal

Investment Bank Limited) which was jointly owned by the Credit Agricole

Indosuez, Rastriya Banijya Bank, Rastriya Beema Sansthan ( National Insurance

corporation), and the Nepalese public. Then Nepal Grindlays Bank was the third

foreign joint venture to be established in Nepal which was co-owned by a British

firm called Grindlays Bank, local financial interests and the Nepalese public.

Although government had started the liberalization of financial sector during the

decade of 80’s but this process speeded up only in early 1990’s. In fact private

sector rushed into the banking and financial industry after the restoration of

democracy in 1990. Nepalese financial market scenario at present is shown in the

chart below:

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Table 2.1: List of financial institutions

S.N. Organization No, of institutions

1 Central bank 1

2 Commercial banks 32

3 Finance companies 77

4 Development banks 89

5 Co-operatives 16

6 Micro credit development banks 21

7 NGOs (Non-Government Organizations) 38

11 Nepal Stock Exchange 1

Source: www.nrb.org.np

2.3 Commercial Banks in Nepal Commercial banks are the one of the major financial intermediaries whose primary

function is the transfer lf monetary resources from the savers to the users. They are

the almost largest of all the financial intermediaries. They have the wide range of

activities. Commercial banks collect fund through depository schemes and lend as a

loan to the different parties. Commercial banks do wholesale as well as retail

banking to business corporations and individual entities. In Nepal, there are 32 commercial banks at present (see in ANNEX 1). Commercial

banks now are not limited to deposit and loan services only but they also provide

variety of other services such as remittance, guarantee, letter of credit, foreign

exchange etc. Nowadays commercial banks have come up with different ideas to

improve its performance and to lower its operating cost by

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adopting various technologies like automated teller machine (ATM), Internet

banking, telephone banking (tele-banking), point of sales (POS), mobile banking,

etc.

2.4. Importance of Commercial Banks The major roles of banks are as follows:

1. Lending and Deposit A bank’s role as an “intermediary” is clearest in t he credit and deposit business.

Clients “bring” to the bank their savings, i.e. the money they have chosen not to

spend. The bank transfers this money to its credit clients in the form of loans. 2. Payment mechanism Banks, in behalf of their customers, carryout payments for goods and services. This

includes issuing and clearing cheques, conducting electronic payments through

plastic cards, payment of bills in customer request etc. 3. Securities issuing In a securities issue, a bank or group of banks generally agrees to underwrite the

entire amount of the issue. The securities acquired in this way are then offered for

public subscription for the account and at the risk of the bank or banks involved.

The risk that not all the securities will be placed with the clients is carried by the

bank. The issuer, for its part, has immediately available to it the entire proceeds

from the transaction, regardless of how successful the offering has been. For a bank

to be successful with an offering, it has to be able to gauge market conditions

correctly at the time of the issue. 4. Asset management Asset management covers a range of banking activities: portfolio management,

investment advisory, securities trading and lending business (collateral loans,

securities lending and borrowing). With a discretionary portfolio management

agreement, clients authorize a bank to undertake, for their account and at their risk,

9

all the actions it deems appropriate within the framework of the normal asset

management activities of a bank. Clients expect their assets to be managed

professionally and it their best interests. 5. Foreign exchange trading Foreign exchange is the system or process of converting one national currency into

another and of transferring the ownership of money from one country to another

country. Due to the massive amounts traded in the foreign exchange markets,

various foreign exchange trading is flourishing within banks with the aim to exploit

even the slightest differences between exchange rates (arbitrage). 6. Safeguarding of valuables Banks also take care of valuables of the customers. It also apprises and certifies the

true market value of their valuables.

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CHAPTER THREE

INTRODUCTION TO THE NMB BANK LIMITED

3.1 Introduction NMB bank Ltd , the first commercial bank of Nepal that has been able to upgrade

from a finance company to full-fledge commercial bank,was financially

institutionalized in the year 1996 A.D. in Durbarmarg, Kathmandu. Nepal

Merchant Banking and Finance Ltd, the erstwhile name of the institution was

among the leading financial institutions in its category until May 2008 when the

transformation process for the upgradation was complete and changed its name to

NMB Bank Limited. NMB is the brain child of leading Nepali Entrepreneurs with the dream of framing

the ultimate in merchant Banking and Financial services. Harnessing from its

strength on Merchant Banking the Bank has decided to broaden its scope of

services by building synergies to its current operation. This unprecedented event

has been possible by the way of strong commitment and confidence of all the

stakeholders’ viz. customers, promoters, stockholders, regulators, and employees.

NMB strives to provide its professional financial services know-how to proper in

today’s competitive environment. To achieve its goal, NMB has assembled a team

of young and dynamic professionals to look after the day operation of the

institution. The professionalism and the experience gained in various sector of

finance over the years will enable NMB to serve its customers in a more reliable

and flexible manner. The company is striving to become a leader in the market for

financial and merchant banking activities. In short span of its existence, NMB has

been recognized as a premier Merchant Bank in Nepal.

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Since NMB is managed by the experienced bankers and professionals, it is

considered as the leading bank in Nepal that is committed to the society. The

commitment has always been to behave ethically and to contribute towards the

improvement of quality of life of the people, the community, and the greater

society. The bank has done well in its core area. Today, the bank provides full

range of services to corporate and retail customer and is expanding its scale of

operations. The bank believes in building strong relationships with all the

stakeholders, particularly the customers, is crucial for the growth and prosperity.

The strategy is to create strong customer base with the diversified client supported

by an extensive branch network. They accord the highest priority to a quality

service experience and are always looking for ways to improve their service

standard. There has been a continuous surge in the number of the financial institutions in the

country. This has heightened competition among these institutions which is not

good for the economy as a whole. Instead of quantity, NMB focuses on enhancing

the quality and strength of the existing institutions. This has significance in the

context of WTO agreement also, as per which Nepal has opened up its banking

industry for foreign players in 2010. Currently it is promoted by members of leading business conglomerates in

association with young Lian Reality, Malaysia and Employee Provident Fund of

Nepal. It is one of the leading Merchant (investment) Bankers at present in Nepal.

It also enjoys number one status among the existing finance companies in terms of

profitability, market capitalization, deposits, risk Assets and Net Worth. NMB is a public limited company with NPR 2 billion in paid up capital. It has

altogether 26 branches (Annex -2) 3.1.1 Vision “ To establish ourselves as a leader in banking by providing a range of financial

services suitable to the needs of the market with high priority on customer care

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while simultaneously embracing the interests of all stakeholders and value of a good corporate citizen.”

3.1.2 Mission To gain supremacy in growth, profit, customer care and social response in banking by way of:

Reaching out and serving wide range of customers within and outside the

country

Leveraging and integrating the existing strengths of the institution

Developing a culture of “ Giving Extra Care to the Customers”

Being innovative in designing and delivering services

Adopting prudent investment practices for building up a sound assets base.

Developing internal and external efficiencies by prudent use of technology

Building operational efficiency through smarter processes and controls

Providing exciting and challenging career prospects for the employees

Placing high priority on stakeholders’ interest and statutory compliance

Acting responsibly for making contributions to the society at larg 3.1.3 Objectives The objectives of NMB are as follows:

To develop a customer oriented service culture with special emphasis on

customer care and service.

To increase the market share by following disciplined growth strategy.

To leverage the technology platform and open scalable systems to achieve

cost effective operations, efficient MIS, improved delivery capability and

high service standards.

To develop innovative products and services that attracts targeted

customers and market segments.

To continue to develop products and services that reduces the cost of funds.

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To maintain a high quality asset portfolio to achieve strong and sustainable

returns and to continuously build shareholders’ value.

To explore new avenues for growth and profitability.

3.1.4 Capital Structure

Shareholders and Promoters NMB is a public limited company with NPR 2 billion, in paid up capital including

25 percent of the shares held by the public. It has wide and diversified ownership

leading Nepalese economist, business persons, industrialist and entrepreneurs

along with major financial institution. Malaysia as a foreign joint venture partner,

has promoted the company.

Table 3.1: Shareholders and promoters of NMB Bank

1. Individual/Institutional Promoters 50.28%

2. Employee Provident Fund 11.56%

3. Foreign Investor 13.16%

4. Public Shareholders 25%

Source: www.NMBBank.com

Fig: 3.1 Participation in NMBs’ share

individual/ institutional

employee provident fund

foreign investor

public shareholders

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Current Board of Directors of NMB

The Board of Directors consists of seven members that manage NMB. The details

of the present board of directors and management teams are given below:

Table 3.2 Board of Directors of NMB Bank (2013)

Mr Aatma Ram Murarka Chairman

Mr Nanda Kishor Rathi Director

Mr. Manish Jain Director

Mr Rajendra Kafle Director (Representative Employees

Provident Fund)

Mr. T Puraharan CP Ramakrishnan Director (Representative Young Leon

Realty)

Mr. Jeevan Man Joshi Professional Director Mr Harischandra Subedi Public Director

Dr Hari Prasad Shrestha Public Director

The management team of NMB consists of all the managers and the department

heads. They are the one who supervise their subordinates and guide them to

accomplish their work efficiently. Management of the organization plays a major

role in achieving organization goal. As the board of directors formulates the

vision, mission, and objectives for the organization, where as managers formulate

action plan to achieve those objectives. The members of management team are

shown below:-

Table 3.3 Management Team Department Heads of NMB (2013)

Upendra Poudyal Chief Executive Officer

Sunil K.C. Deputy Chief Executive Officer

Pradeep Pradhan Chief Operating Officer

Suman Sharma Head -Credit Risks Management and Control

Shreejesh Ghimire Head- Investment Banking

Bijay Giri Head-Corporate Affairs & Cost Centre Management

Shabnam Limbu Joshi Head-Human Resources

Sanju Shrestha Head- Retail & Priority Banking

Sushama Sharma Head- Institutional Banking

Roshan Regmi Head- Information Technology

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Puspa Aryal Head- Trade Finance

Alok Shrestha Manager- Operations and Branch Coordination

Pramod Dahal Head-Compliance & Operational Risks

Govind Ghimire Head-Business Banking

Suresh Dhakal Head-Credit Administration

Madhav Pradhan Company Secretary

Neeraj Man Sainju Head- Treasury

Dinesh Chand Head- Transaction Banking

3.1.5 Future plans

NMB bank believes in safe and sustainable growth as the major driving factor

behind all its future plans. Some of the important goals that the bank would be

looking to achieve in the medium term are as follows:

1. Continue to reinforce NMB as a franchise in order to supplement its

business and reputation in the market.

2. Raise the size of the balance sheet to generate the advantage of scale.

However the expansion will be based upon judicious selection of business

both in terms of deposit and loans.

3. Focus on high yield lending opportunities i.e small and medium scale

borrowers with appropriate risk controls.

4. Extend credit lines to basic and infrastructure related projects viz. power,

cement, agricultural products, educational and health related institutions etc.

that have lower external vulnerabilities.

5. Increase customer base to over 100,000 within five years span. Achievement

of this can provide opportunities in selling transactions banking product and

services.

6. Promote a subsidiary company mainly for investment banking purpose.

This is also a regulatory requirement now. Establishing a separate entity for

the reason can add value in terms of raising efficiencies as well as having

focused approach to the business.

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3.1.6 Technology “ Customercare our Religion” has always been the motto including in case of

technological enhancement at NMB bank limited. The IT initiatives have played a

major role in transforming the bank into a highly responsive organization to meet

challenges of a globalised economy. The bank is pursuing a complete IT policy as

strategic initiatives to meet customer expectation. With this end in view, the reach

of IT initiatives was expanded to automate more banking touch points and overall

business. NMB bank have essentially used the IT service Management in the bank

for managing IT systems, philosophically centered on the customer’s perspective

of IT’s contribution to the business.

3.2 Departments at NMB Bank NMB Bank comprises of many departments where each department looks after

their own area of activities and with its sound and efficient capabilities assists the

bank towards the positive prospects. The major departments of NMB are discussed

below.

A. Customer Service Department Customer service department directly deals with the customer by providing

information related to various bank. Service offered by bank. It responds to the

queries of the customers giving appropriate solution to their problems promptly.

This department performs jobs of routine and clerical in nature. Specifically,

customer service department deals mainly with account opening, account closing,

renewing of fixed deposit account, Cheque printing and issuing, account

statement, etc.

B. Business Retail Banking Department NMB Retail banking targets medium and small sized enterprises and resources to

meet the ready requirements of the customers business with personal touch and

responsiveness. This segment of bank provides the wide range of credit facilities

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to mid sized business entities, house and groups that include financing to small and

medium enterprises. C. Corporate and institutional Banking This segment of credit department comprises a seasoned and team of Relationship

Managers to meet the demanding service standard of large and medium corporate

houses, multinationals, government organizations, Financial Institutions, etc. The

range of facilities are Working capital finance, Pre and post shipment export

financing, import financing, corporate financing, receivable discounting, L/C,

project financing, etc. D. Information Technology Department The bank pursues a complete IT policy as a strategic initiative to meet the growing

competition for business, achieve efficiently in international operation and meet

customer expectations. Providers of IT not only focus on technology and their

internal organization, they now consider the quality of the services they provide on

the relationship with customers. E. HR Department Human resource department is closely related to bank’s employees such as

recruitment, selection, promotions, transfer, performance appraisals, training and

development, etc. For the purpose of improving the skills, abilities and knowledge

of the staff members, human resource department of NMB bank provides various

job related trainings. F. Internal Audit Department This department is responsible for maintaining and verifying the individual

accounts of the day to day basis like the expenses of staff salary, expenses of staff

lunch and other miscellaneous expenses.

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G. Accounts/Budget Department This department is responsible for maintaining and preparing whole accounts and

budget of the bank. This department also prepares final financial statement of

bank. H. Trade finance Department This department is responsible for opening letter of credit for those people who are

involved in trading activities. This department provides services by issuing letter

of credit as an issuing bank to advice bank in case of import and vice versa when

exporting. The contents required in bill of lading are invoice, packing list,

certificate of origin, insurance and transport document. This department looks after

the foreign trade activities of the bank such as Issuance of letter of credit (both

import and export), Issuance of Guarantee, and Telex transfer. I. Legal Department The main function of this department is to look after the legal aspects of the bank.

Formulation of laws and policies for the bank also lies in this department. This

department takes all the legal actions of the behalf of the bank as required

according to the situation. J. Investment Banking Department Since NMB is an investment banker, it has setup a different for investment

banking. This department looks after the public offering of securities (IPO and

Rights Issues). The activities of Investment Banking department includes

managing the portfolio of clients, valuation of securities, operation of mutual

funds, management of private placement of equity and providing investment

advisory services. K. Card Center NMB Ltd has separate department for the issue of the cards.ATM cards are created and

issued from the head office of NMB. This department deals with the issue, renewal and

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management of cards, NMB currently issues ATM cards only. In future, NMB plans to

introduce debit cards that can be used in POS terminals and credit cards also

L. General Administration Department The general service department of NMB performs miscellaneous works, which are

very essential for the daily functioning of the bank. It makes purchase order of

different types of goods needed for the bank as well as it keeps the record of

different goods purchased and also helps in purchasing the wastage of different

goods. M. Treasury Department

This department is responsible for planning and executing our funding activities

and strategies at the bank. Treasury department also reviews portfolio hedging

used for managing liquidity, market and credit portfolio risk as well as interest rate

risk inherent in non-trading financial instruments and trading risk inherent in the

customer and proprietary trading portfolio.

3.3 Major Products and Services

3.3.1 Credit A) Corporate and Institutional Banking

Project and term financing- independent or syndicated term loans

Working capital financing for large corporate

Trade finance – letter of credit, guarantees, impor t/ export bills

Loan syndication

Correspondent banking B) Business and small medium enterprise loan

Structured product based finance for small and medium enterprises- Term

financing.

Working capital financing for small and medium enterprises for their short

term needs- Overdraft, Demand Loan, Trust Receipt Loan.

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Trade finance – Letter of Credit, Bank Guarantees, Import Export Bill

discounting etc. C) Retail Banking

Structured consumer loans:

Auto Finance

Mortgage(Home) Loans

Personal Overdrafts

Personal Loans

Education Loan

3.3.2 Deposits and other interest rates

NMB Bank Alkapuri Bachat

Features:

Minimum Balance Rs. 1,000

Interest Rate 5% p.a. on daily balance

ATM cum Debit Card

Payment of PSTN & Post-paid Mobile bill

e-Banking facility

Free Mobile Banking Subscription

Free cheque book

Free ABBS

Requirements:

Completely filled Personal Account Opening Form

Copy of Citizenship Certificate

NMB Bank Sulav Muddati Bachhat

Features:

Fixed Deposit starts from Rs. 100,000

Hassle free withdrawal facility

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Saving account on zero balance at 5% Interest on daily basis

Interest on Fixed Deposit will be transferred to savings account on a

monthly basis

ATM cum Debit Card

Free Cheque Book

E-Banking Facility

Mobile Banking Facility

Requirements:

Completely filled Personal Account Opening Form

Completely filled Fixed Deposit Account Form

Copy of Citizenship Certificate and one passport size photo

NMB Bank Investors’ Saving Account Introduced for the first time in Nepal for hassle free investment in shares Features:

Interest Rate 3.0% p.a. on daily balance

Minimum balance –NIL

Mobile Banking Facility

Free Cheque Book

ATM cum Debit Card

e-Banking Subscription facility

No Application Forms to be filled during initial public offerings (IPOs)

Separate Dedicated counter during IPOs

Hassle free application during issue of primary shares

Same day fund transfer to the account when refund is announced

Free ABBS

Requirements:

Completely Filled Account Opening Form

Copy of Citizenship Certificate and one passport size photo

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Current Account Organization can open a current account in its name in order to carry out day-to-

day banking transactions. It is a non-interest bearing account with no limit on

withdrawal facility. Features:

Minimum Balance ranging from NPR. 5,000 to NPR. 100,000 depending

upon organization’s size

No limit on withdrawal facility

Free Cheque facility

Free e-banking

Facility to transfer certain amount to call deposit on predetermined rate.

Requirements: Completely Filled Corporate Account Opening Form

Individual Fixed Deposit Individuals who wish to secure their returns can apply for NMB Bank Fixed

Deposit guaranteeing the interest rate not to change for the nominated term.

Individuals can open fixed deposit with a minimum amount of NPR. 100,000.

Customers can choose the interest rate for the tenure of 3 months to 2 years.

Interest Rate: 9 % for the first year,

Requirements:

Completely filled Fixed Deposit Form

Interest amount transferred to savings account on a quarterly basis

Credit facility up to 80% of fixed deposit

23

INTEREST RATES (Effective from 29th July 2013)

SAVING DEPOSITS Rates per annum

NMB Investor’s Savings 3.00% Daily Balance (Minimum Balance NIL)

NMB Bank Samriddha 3.00% Daily Balance (Minimum Balance NPR

Bachat 100)

NMB Bank General 4.00% Daily Balance (Minimum Balance NPR

Savings* 500)

NMB Bank Education Plan 5.00% Daily Balance (Minimum Balance NPR

NMB Bank Karmachari

500)

5.00% Daily Balance (Minimum Balance NIL)

Bachat

NMB Bank Lavansha 4.50% Daily Balance (Minimum Balance NIL)

Bachat

NMB Bank Belaspur 5.00% Daily Balance (Minimum Balance NPR

Bachat (For Dailekh) 1,000)

NMB Bank Jalpadevi

Bachat (For Kirne)

NMB Bank Triveni Bachat

(For Manthali)

NMB Bank Chalak Bachat 4.25% Daily Balance (Minimum Balance: NPR.

Khata 100)

NMB Bank Sahuliyat 4.00% Daily Balance (Minimum Balance:

Mahila Bachat NPR. 1,000)

NMB Bank Alakapuri 5.00% Daily Balance (Minimum Balance NPR

Bachat 1,000)

NMB Bank Lubhu Bachat

(For Lubhu)

NMB Bank Gaun-Thaun

Bachat (For Thaiba)

NMB Bank Banepa

Subarna Bachat (For

Banepa)

NMB Bank Baraha Bachat

(For Dharan)

NMB Bank Saptakoshi

Bachat (For Biratnagar)

NMB Bank Bindabasini

Bachat (For Pokhara )

NMB Bank Siddhababa

Bachat (For Butwal)

NMB Bank Mero Bachat

(For Nepalgunj)

NMB Bank Ghodaghodi

24

Bachat (For Dhangadi)

NMB Bank Shaileshwori

Bachat (For Dipayal)

NMB Bank Gadhimai

Bachat (For Birgunj)

NMB Bank Bishesh 5.00% Daily Balance (Minimum Balance NIL)

Bachat

(For Children, Senior

Citizens & Physically

Disabled People)

US Dollar Savings 1.00 %

GBP Savings 1.00 %

EUR Savings 1.00%

FIXED DEPOSITS Rates per annum

Tenure Institution Individual

3 Months 5.00% 6.25%

6-9 Months 6.00% 6.75%

1 Year 7.00% 7.25%

13 Months-24 Months 7.25% 7.50%

Above 2 Years - 5 Years 7.50% 7.50%

(Interest payable at

maturity)

Above 5 years (Interest 8.00% 8.25%

payable Quarterly)

NMB Bank Sulav

Muddati Bachat

Minimum Fixed Deposit: Tenure: 6 -12 Months

9.00% Monthly Interest Payment

Rs. 1,00,000

Sulav Savings Deposit: Minimum Balance Nil Sulav Savings Deposit Interest Rate: 5.00% p.a

Prime Others

Cash Credit / Overdraft 12.00% 14.50% Importer’s Loan 10.50% 13.50%

Export Finance 10.00% 12.50% Other Working Capital 12.00% 16.00% Loans

Term Loan 13.00% 15.00%

RETAIL BANKING

25

Housing Loan (5-25 years

11.00% 14.50%

tenure)

Auto Loan 12.00% 15.50%

Personal Overdraft 13.50% 15.50%

Personal Loan 13.00% 15.50%

Professional Loan 15.00% 18.00%

OTHERS

Loan Against Government

10.00 % 11.00

Securities %

Loan Against Bank 10.00 % 11.00

Guarantees/SBLC %

Loan Against Fixed 2.0 % plus FD rate or Minimum -

Deposits 10.00%

Loan Against Properties 13.50% 16.00%

Loan Against other 12.50% 15.50%

Marketable Securities

Micro Finance Rates per annum

Prime Others

Swecchik Bachat Khata 5.00% Daily Balance (Minimum -

Balance Nil)

Anibarya Bachat Khata 5.00% Daily Balance (Minimum -

Balance Nil)

Micro Bachat Khata 5.00% Daily Balance (Minimum -

Retail Loan

Balance Nil)

15.00% 20.00%

Wholesale Loan 10.50% 13.00%

*Accidental Death

Insurance available

Base Rate Percent Per Annum

Ashar End 2070 9.55%

26

CHAPTER FOUR

ANALYSIS OF ACTIVITY DONE AND PROBLEM

SOLVED During internship period, internee worked in specially two different departments.

Inside the block of the bank, internee got chance to work in customer service

department. An internee was given a brief overview about the work of the

particular department and allowed to do general works related to the departments.

However, internee learned by asking questions to the staff of departments and also

by observing their daily works.

The different types of activities performed in different department are:

4.1 Customer Service Department Customer service department is the most crucial link between a bank and the

customer how this department handles the customer makes all the difference

whether or not the customer wants today business with the bank. In today’s highly

competitive business environment, customer should be treated with the utmost

respect, dedication and nothing less. It is generally the reception desk that a client first approaches and it is the duty of

this department to help the customer with sincerity. A good delivery of service at

this point often establishes a good link of the bank with the client.

4.1.1 Activities Performed in Customer Service Department Different activities that the internee had carried out during the placement in CSD

are as follows: Account Opening In CSD, the new customers visitmainly to open an account. And the intern himself

had opened around 5 accounts in the system software (Pumori). It is the most

27

frequent activity done in this department. Customers entitled toopen various

accounts are supplied with contract papernamed account opening form by the

banks. This form serves both the purposes of details of customers and contract

between customer and the bank. While opening a new account presence of an

account holder is necessary. Process of opening an account:

Provide the details of account and upon customers request provide new

account opening form to the customer who is willing to open an account in

the bank.

After the form has been filled up, verify whether the form has been duly

filled up or not.

After the form has been verified staff at CSD assigns an account number to

the account holder.

Then, the form is approved by the supervisor.

Finally, the client deposits money in his account and becomes the member

of the bank.

1. Individual Account:

Obtain citizenship or passport

Obtain photos of customers

In case of minority of account holder copy of birth certificate and citizenship

of the parent. 2. Proprietorship Account:

Declaration of sole proprietorship

Copy of renewed registration certificate

Identification paper of A/c operator

Income tax registration /renewal certificate/PAN certificates

28

3. Partnership Account:

Letter of partnership duly signed by all partners

Copy of partnership agreement/deed

Certificate of partnership, registration and renewal

Identification paper A/c operator

Income tax registration/renewal certificate 4. Account of Corporate Bodies

Memorandum and article of the company

Resolution of the board of directors to open and operate the account

List of director’s duty signed by respective directors with home address and

phone number

Company registration certificate

Identification paper of A/c operator

Income tax renewal/registration certificate. 5. Accounts of Clubs, Societies and Association (All Documents to be

dulycertified by Charity)

List of office bearers and address

Copy of By-Law/constitution

Copy of resolution to open andoperate account

Name and signature of person authorized to open account

Certificate of registration and renewal. Account Closing It is another important but task done under account operation. People close their

accounts because of many reasonsbut their major reason forclosingof account was

the inefficiency and the late service of the bank and the increased number of

competitors in the area. Process to close an account is given below:

29

Customer willing to close the account must fill up the form specifying the

reason.

After submission of the form to CSD it is confirmed form the various

departments that the customer is not enjoying any sort of facility from the

bank at present.

The client I then asked to return all his account related belongings like ATM

card and check box. Then finally, the account of applicant is closed with certain charge.

Printing and Providing Cheque Books For a new customer, cheque book is provided on the next day of opening an

account. However for the existing customers, cheque requisition from needs to be

filled up. The cheque books are prepared demanding upon the demander number of

leaves in the cheque book. While providing the cheque book, the customer

signature should beverified properly and necessary records need to be maintained. Distribution of debit cards The ATM cards become ready to collect after 10-15 days of account opening. Debit

cards were distributed only after the verification of the customer signatures. The

customers were given the debit card along with the pin number. However, the cards

get activated only on the next day. The records of collected debit cards were

manually entered in register with customer signature. Interaction with customers The internee has to deal with various natures of customers on CSD. The internee

has to answer the question raised by the customers regarding the various areas such

as interest rate of various schemes, requirements for account opening, information

about different products of bank, etc.

30

4.2 Clearing Department Customers deposit cheques, drafts in their accounts, which are drawn on various

banks and bank servestheir customers by helping them collect the fund in their

account through clearing function. The department is responsible for the clearing of

all checks that the bank receives daily.

4.2.1 Activities Performed in Clearing Department Different activities that the internee had carried out during the placement in

clearing are as follows: Manual clearing: It is the process whereby the personnel from clearing department should present in

Nepal Rastra Bank for the clearance of cheques at 11:45 a.m. They come there with

the summary sheet prepared and claim on the desk of clearance. The summary

sheet shows the claim on different banks. The cheques are attached on other bank

cheque sheet (OBC-Sheet). The cheques attached on OBC sheet are distributed to

the respective banks/FIs. The activities assigned to the internee as follows:

Collecting cheques and attaching on OBC sheet:

The cheques are collected from different branches of a bank. After making

confirmation of entries the OBC sheet is printed. The cheques are attached

by matching the cheques amount, cheque number and name of the bank with

the OBC sheet.

Preparation of Summary Sheet:

It is a process where every representative member should prepare the

summarized statement report of total presenting cheques (Summary Sheet)

as per the format thus provided from Nepal Clearing House Limited. In the

summary Sheet there includes name of the bank, no of cheques to be

presented, and the calculated amount of all the cheques.

31

Checking Different Stamps:

The cheques presented to other banks most contain different stamps like

endorsement, bank’s stamp, cross stamp.

Collecting Cheques from NRB:

The prepared summary sheet is presented the desk of clearance and the

cheques attached on OBC sheet are distributed to the respective banks/

financial institutions. The other banks also drop the respective cheques on

the desk of NMB. The collected cheques are divided as home cheques and

refund cheques.

Entry of Refund Cheques:

The refund cheques are entered in middle ware and matching with the

settlement of clearing transaction provided by clearing house and if any

deviation occurs that must be informed to the respective banks in the form of

fewer claims or over claim.

4.3 Problem Solved Although NMB is able to meet the changing needs of the customers, some

problems have been analyzed and possible measures have been taken to minimize

the problems and solved them while working in CSD. Following are some of the

problems faced while working during the internship:

1. Communication problem

2. Grievances handling

3. Unsystematic handling

4. Hesitation of customers

5. Work load problem The above listed problems have been analyzed during the internship program. So to

handle these problems, following steps have been taken for each problem:

32

1. Communication problem

Most of the customers still have minimum education qualification; they

don’t have proper knowledge regarding the terminologies used in different

forms, vouchers, etc. as they are printed in English language.

To solve this problem, as an intern, they were made clearly understood

about the terminologies used by translating in simple and understandable

language, which could help them in filling up the form correctly and in a

short period of time. 2. Grievances handling

It is the most important problem among the problems. By grievance we

mean a cause for complaints. If it is handled properly, it directly affects the

bank’s image; as a result customers are dissatisfied. Grievances are the

problem associated with bank faced by customers during the transaction

period with the bank.

To solve this problem, CSD can play the important role, as this department

is in direct interaction with the customers. If the problem is critical, it should

be forward to the top level management for solution. 3. Unsystematic handling

Unsystematic management leads to failure. Unsystematic handling of things

is also a problem. Though the problem isn’t so big, if not handled properly

and timely managed, it directly affects the efficiency of banking activities.

To manage this problem, things should be managed in a systematic way, so

that they are readily available whenever required. Specially, intern has

managed the unsystematic record keeping of cheque books lists, ATM lists

and also has managed the issues related to interior designs (related to

interior physical evidences.)

33

4. Hesitation of customers

It is one of the problems faced by most of the banks. It is difficult to identify

since it is related with psychological aspects of the customers. Some

customers hesitate to convey their problems to the related staff. The bank

cannot read the mind of each customer who visits the bank.

To solve this problem, initiation can be taken to ask customers regarding

their problems frequently and create a friendly environment.

5. Work load problem

It is another problem faced by the banks. At the time of opening and closing

work load is high. So, sometimes it is difficult to provide immediate services

to the customer which leads to customer dissatisfaction.

To solve this problem, increasing the number of working hands can be

beneficial. At the same time, if customers are provided with various

facilities like e-banking, SMS banking, this problem can be minimized to

some extent.

4.4 Observed Gap The student were selected as internee in different bank so that they can present

themselves as skillful person on related field on which they have been appointed.

The bank gives the environment for internee to fulfill certain responsibilities.

Regarding this internee can show their capability and intelligence. While working

in the bank internee observe and evaluate the theoretical knowledge he has gained

from course books and what actually happened in the real scenario of bank.

Theoretical knowledge helps a lot in understanding the actual working

environment, but not exactly cent percent. The novel type of problem/situation

generates the novel type of solution that the internee might not have studied in

classroom. While working in the NMB Bank an internee has felt/observed

following gaps:

34

The intern was only allowed for clerical tasks but not for managerial task

though BBA aims to develop Middle Level Managers. In the theoretical knowledge it was studied that the banks follow each and

every regulations imposed by NRB but the company does not seem to

follow those rules as prescribed. The good example is KYC form should be

filled in front of the customer but it will be filled in the same format after

opening the account. Team work is essential in this modern business era, which must be

enhanced. All the manager and staffs have to feel as the member of team

rather than as a boss and employee. The internee observed that different type of theoretical knowledge can’t be

applied solely rather they are applied in combination in real world. The

good example of it is use of more than one motivational theory, while

motivating the employees of the company. It has been taught that there must be knowledge in the staff about the related

field and must be experienced but the staffs generally lack effective

learning skill and lack deep knowledge in their field. Higher importance is given to customer satisfaction but there is no any

culture of taking customer advice and learning from it.

35

CHAPTER FIVE

CONCLUSION AND LESSON LEARNT

5.1 Conclusion The objectives set and the outcome of the intern program was converging and even

the achievement was more than it was expected. The intern was benefited from the

exposures and knowledge of the real business situations, the college and the TU

benefited in developing a good and prospect manpower for the banking sector. The

bank was benefited to get their work done in relatively lower costs which otherwise

have been incurred and had a record of prospect bank employees for Human

Resources. In this way the whole program was successfully accomplished.

Banking industry is one of the booming and most profitable sectors of the

economy. There has been massive growth and demand of banking products and

services. Thus, the result is increase in number of banks with their specialized

products like consumer loans, investment banking, and foreign trading and so on.

Internship in this industry helps the students to build working framework of banks

and apply theoretical knowledge practically. NMB bank is ‘A’ grade bank that has been recently u pgraded. It is governed by the

experienced bankers and professionals. It main focuses in providing customer

satisfaction by offering various products and services including saving, fixed, call

deposits, consumer and business loans, investment banking, etc. NMB bank

comprises highly motivated staffs who are customer centered. Under the guidance of the supervisor and the staff members the internee was able to

experience various activities that are conducted in customer service departments

and clearing department. The intern got vital support by the effective working

environment and highly cooperative and supportive staff members in learning and

36

experiencing process. The internee was able to know about the basic functioning of

bank like opening and closing of bank account, issuing of cheques and statements,

and clearing of cheques. This has enhanced the practical knowledge and developed

interpersonal skills, professional qualities, communication skills, and team work;

know the ways to deal with the bank staffs and customers.

5.2 Lesson Learnt The internship program helps to learn the dynamics of work culture,

professionalism and system in the business world. Most of the things learnt during

this period are related to the practical implications and knowledge exposures. Some

of the valuable lessons the internee learned are as follows:

1. Able to relate the theoretical aspects into practical implications in the

banking industry.

2. Learnt about general activities that are performed in customer service

department like opening of account, closing of account, issuing of

statements to the customer, filing, recording, etc.

3. The internee known about the role of NRB in clearing of cheques through

manually and ECC.

4. The internee was able to handle problems and queries related to walk-in

and existing customers.

5. The internee learnt how to deal with customers, senior staff members and

co-internees.

6. The internee known about the corporate culture of the organization.

7. Wearing formal dress, greeting, being polite, having patient and being

sincere in the bank.

8. The internee develop the skill about how to operate banking software like

PUMORI and to use the technologies like photocopy, fax, print, etc.

37

BIBLIOGRAPHY

Manandhar, K. D., & Pokharel, S. B. (2012). Marketing Financial Services. Kathmandu:

Buddha Academic Publishers and Distributors Pvt. Ltd.

Shrestha, M. K., & Bhandari, D. B. (2008). Financial Markets & Institutions. Kathmandu:

Asmita Books Publishers and Distibutors Pvt. Ltd.

Sharma, G. R. (2006). Principle of Marketing. kathmandu: Bhundipuran Prakashan.

NMB Bank Limited.(2012/13). Annual Report. Kathmandu: NMB.

www.google.com

www.nrb.org.np

www.nmb.com.np

38

ANNEX

ANNEX 1: List of Commercial Banks in Nepal

S. No. Names Operation Date

1 Nepal Bank Limited 1937

2 Rastriya Banijya Bank 1966

3 Agriculture Development Bank Ltd. 1968

4 NABIL Bank Limited 1984

5 Nepal Investment Bank Limited 1986

6 Standard Chartered Bank Nepal Ltd. 1987

7 Himalayan Bank Limited 1993

8 Nepal SBI Bank Limited 1993

9 Nepal Bangladesh Bank Limited 1993

10 Everest Bank Limited 1994

11 Bank of Kathmandu Limited 1995

12 Nepal Credit and Commerce Bank Ltd. 1996

13 NMB Bank Ltd. 1996

14 Lumbini Bank Limited 1998

15 Nepal Industrial & Commercial Bank Ltd. 1998

16 Machhapuchhre Bank Limited 2000

17 Grand Bank Nepal Ltd. 2001

18 Kumari Bank Limited 2001

19 Laxmi Bank Limited 2003

20 Siddhartha Bank Limited 2002

21 Global IME Bank Ltd. 2007

22 Citizens Bank International Ltd. 2007

23 Prime Bank Ltd 2007

24 Sunrise Bank Ltd. 2007

25 Bank of Asia Nepal Ltd. 2007

26 Kist Bank Ltd. 2003

27 Janata Bank Nepal Ltd 2009

28 MEGA Bank Nepal Limited 2009

29 Commerz and Trust Bank Nepal Ltd. 2010

30 Civil Bank Ltd. 2010

31 Century Commercial Bank Limited. 2011

32 Sanima Bank 2011

Source: NRB, Banking and Financial Statistics

40

ANEEX 2: Branch Location

Inside Valley

1. Babarmahal

NMB Bhawan, Next to CDO Office, Babarmahal Kathmandu

Phone: +977-1-4246160, Fax: +977-1-4246156

Branch Manager: Chiran Jha

2. Bhaktapur

Surya Binayak, Bhaktapur

Phone: 6617285/6617286

Branch Manager: Dhirendra Wagle

3. Chabahil Chabahil

Kathmandu

Phone: +977-1-4482365/ 4468725, Fax: 977-1-4462682

Branch Manager: Dibir Bikram Shah

4. Durbarmarg

I.J. Plaza, Opposite to Bakery Cafe, Durbarmarg Kathmandu

Phone: +977-1-4221222

Fax: +977-1-4222872

Branch Manager: Binaya Shrestha

41

5. Kalanki

Kalanki, Kathmandu

Phone: +977-1- 4302254/55, Fax: +977-1-4302253

Branch Manager: Ayush Malla

6. Kantipath

Opposite to Jyoti Bhawan, Kantipath, Kathmandu

Phone: +977-1-4238025/ 4238441/ 4238452/ 4238304, Fax: +977-1-4238348

Branch Manager: Bishnu Prasad Paudel

7. Kumaripati (Lalitpur Region)

Opposite to Dega Restaurant, Kumaripati Lalitpur

Phone: +977-1-5524866, Fax: +977-1-5527266

Branch Manager: Yubraj Dhakal

8. Lubhu

Chautara, Chardobato, Lubhu Lalitpur

Phone: +977-1-5581816, Fax: +977-1-5581817

Branch Manager: Sunita Nakarmi

9. Newroad Branch

People's Plaza, New Road Kathmandu, Bagmati

42

Phone: +977-1-4157540, Fax: +977-1-4157542

Branch Manager: Upendra Manandhar

10. Thaiba

Way to Godavari, Thaiba Lalitpur

Phone: +977-1-5561033, Fax: +977-1-5560702

Branch Manager: Shradha Amatya

11. Thamel

Next to Osho Travels, Amrit Marg, Thamel Kathmandu

Phone: +977-1-4414719, Fax: +977-1-4414997

Branch Manager: Sakar Shrestha

Outside Valley

1. Banepa

Tindobato, Opposite to the Police Station, Banepa Kavrepalanchowk

Phone: +977-11-660771, Fax: +977-11-660773

Branch Manager: Yubaraj Dahal

2. Biratnagar

Rangeli Road, Biratnagar Morang

Phone: +977-21-440458, Fax: +977-21-440557

Branch Manager: Rajesh Timsina

43

3. Birgunj

Adarsha Nagar, Birgunj, Parsa

Phone: +977-51-528871, Fax: +977-51-528820

Branch Manager: Lok Raj Paneru

4. Butwal

Milan Chowk, Butwal Rupandehi

Phone: +977-71-551505, Fax: +977-71-551507

Branch Manager: Rajiv Malla

5. Dailekh

Naya Bazaar, Dailekh

Phone: 089-420564, Fax: 089-420565

Branch Manager: Suraj Shrestha

6. Dhangadhi (Far Western Region)

Bus Park Road, Dhangadhi

Phone: +977-91-521216, Fax: +977-91-521646

Branch Manager: Tek Raj Bhatta

7. Dharan

Mahendra Path, Near Bus Park, Sunsari

Phone: +977-25-533262, Fax: +977-25-533258

Branch Manager: Milan Udas

44

8. Dharan Extension Counter

BP Koirala Institute of Health Sciences, Dharan, Sunsari

Phone: +977-25-522327

Branch Manager: Milan Udas

9. Dhunche

Dhunche, Rasuwa

Phone: +977-10-540032/33 Branch Incharge: Manil Ratna Shahi

10. Doti

Pipalla Bazar, Dipayal Silgadhi

Phone: +977-94-440487, Fax: +977-94-440486

Branch Manager: Nabin Bist

11. Kirne

Sahare, Kirne, Dolakha

Phone: +977-9851153910

Branch Manager: Sundar Thapa

12. Manthali

Manthali Bazaar, Near Devkota Chowk, Manthali

Phone: 048-540484, Fax: 048-540041

Branch Manager: Sundar Thapa

45

13. Narayanghat Narayanghat,

Chitwan

Phone: +977-56-571883/84, Fax: +977-56-571993 Branch

Manager: Badri Kedar Shrestha

14. Nepalgunj

Opposite to District Education Office, Surkhet Road, Nepalgunj, Banke Phone:

+977-81-527981, Fax: +977-81-527983

Branch Manager: Hansha B. Dhami

15. Pokhara

Opposite to UFO Shopping Complex, Chipledhunga, Pokhara Kaski Phone:

+977-61-541528, Fax: +977-61-541529

Branch Manager: Rabi Chandra Gurung

46