1

CHAPTER I
INTRODUCTION
1.1Background
Tribhuvan University (TU) is Nepal’s oldest and largest university. It is Nepal’s first
university to offer management education and it has provided students with an
exceptional education since its establishment (Tribhuvan University, n.d). Under the
Faculty of Management (FOM), TU has developed a number of management degrees,
one of which is the Bachelor of Business Management (BBM), which was introduced
in the early 2000s. Since its introduction, several universities, both domestic and
international have added this esteemed degree to their academic offerings. This
program was developed in response to a perceived need to connect knowledge and
practice in order to provide professionalism as a pressing demand of HR Development
to meet the country’s microeconomic needs. The overall number of credits for the BBM
degree is 120 hours. For the completion of the BBM, students are required to undergo a
comprehensive on-the-job internship in the 8th semester (Tribhuvan University, 2009).
Therefore, as per the course requirement, this report is prepared in partial fulfillment of
the degree of Bachelor of Business Management (BBM) under the faculty of
management.
Internship program provides an opportunity to learn in the real work situation and an
experience which can help the students to achieve their goals. An internship is a
professional learning experience that offers meaningful, practical work related to
student’s field of study or career interest. Internship is the process of working as an
assistant or a trainee to gain practical experience in job. The internship program is
design with the aim of providing opportunity to learn how to translate the knowledge
into action through exposure to real organizational environment. An internship gives a
student the opportunity for career exploration and development and to learn new skills.
Furthermore, internship helps bringing out the hidden capability of students and makes
them able to face internal as well as external environment challenges. A successful
internship student has developed characteristics that are crucial in today’s business
world. This entire internship process allows a student to experience and gain exposure
to the working pressure than an intern is likely to face in the future by familiarizing
them with corporate cultures and also by understanding the fundamental knowledge of
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the business settings of global standards. It offers the employer the opportunity to bring
new ideas and energy into the workplace, develop talent and potentially build a pipeline
for future full-time employees. Internship provides a clear job description for the work
experience. This is a great opportunity for internee to know about banking industry that
has worked as a building block for career development in this financial service sector. It
can be spectacular way of deciding whether or not the company and banking job is best
suited for him or her. Thus internship program can be regarded as a fruitful opportunity
for the students of BBM to be familiar with the corporate world.
The report prepared consists of the intern work experience gained during the 8 weeks of
internship at Laxmi Sunrise Bank Limited (LSBL). LSBL is committed to fulfill the
financial requirements of the people from different walk of life. LSBL has head office
at Hattisar, Kathmandu, which provides modern banking facilities in safe and sound
manner. This report consists of a brief description of work done and careful study made
by the intern while working n different departments of the bank.
1.2 Objectives
The primary goal of this internship is to gain valuable insights into the corporate world,
specifically the banking industry. Another major goal is to connect theoretical
knowledge with practical experience, allowing us to be more profile in acquiring real
world techniques for achieving results through both individual effort and teamwork, in
addition to the knowledge gained in the academic setting. The other objectives are as
follows:
1. To gain an experience to work independently.
2. To know about the operating procedures of different departments in general.
3. To know how theories and concepts are applied in practice in the day-to- day
business operation.
4. To prepare students to tackle problems and handle objection in work place.
5. To gain knowledge and skills necessary to be an effective manager as well as a
leader.
1.3 Methodology
Methodology refers to the comprehensive actions of research in my internship report.
Methodology is a systematic way of solving the research problems. It involves the
methods and process employed in the entire aspect of the study. The main source and
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basis of this internship report writing is the primary and secondary data that were
accessible by the bank. The primary data are collected through collection sources like
observation, group discussion. Then the secondary data collection sources like annual
report published by LSBL, website of the bank, brochures, pamphlets and newsletters
of bank, application forms of different kinds of deposit and annual statistical were used
for data collection.
1.3.1 Organization selection
Organization selection is a crucial factor in an internship program because it is a place
where interns can analyze the practical implication of the theoretical aspects learnt n the
classroom. At the present scenario, among different fields related with the financial
sector one of the major field is the banking sector. There were infinite alternatives, but
the main point was selecting an organization that would provide all the guidelines and
activities performed in the bank without any hesitation while teaching those activities.
It is the foundations upon which interns may learn something new and assess the
practical implications of theoretical concepts learned in the classroom. Well, getting
intern in reputed organization was not a tough job but what matters first is whether the
organization is ready to teach the activities, hence allowing them to a practical
exposure.
With respecting to my specialization in the Banking and Finance area, I have chosen
Laxmi Sunrise Bank Limited, Manamaiju branch to gain more knowledge about the
operation and working procedures of commercial banks. In order to approach the bank,
I dropped all the required documents i.e. recommendation letter from the college,
certificate of +2 level, curriculum viate and copy of citizenship at the branch on
November23 2024. After screening of the documents by branch manager and Human
Resource Department, I was duly selected as an intern for its Manamaiju branch. The
bank agreed to provide an opportunity to acquire knowledge through internship
effective from November 27 2024.
1.3.2 Placement
On 27thNovember 2024, I was enrolled as an intern in Laxmi Sunrise Bank Limited,
Manamaiju- Nepaltar branch. During the entire period of the internship, the intern was
placed in the Customer Service Department. It is the place where we interact with the
customers and can know about the basic things or procedures of the banking industry.
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The supportive and friendly behavior of the staff helped the internee to complete the
different task in internship period. All the staff was very helpful due to which I was able
to learn much more than I expect from this internship which is very essential for further
enhancement of my skill and knowledge about the banking industry.
1.3.3Duration
The internship requirement for Tribhuvan University’s BBM program is for eight weeks
In order to fulfill the academic requirements, I have done internship in LSBL
Manamaiju Branch. My internship lasted from the 27thNovember 2024 to 27th January
2025. The duration was quite enough to get the surface knowledge on financial
institution. I had to work from Sunday to Friday except holiday. I had to reach there
around 10:00 A.M and work till 4:30 P.M except Friday. On Friday, I had to work till
2:30 P.M. In these 8 weeks, I got an opportunity to learn the culture, work environment
and working procedures of LSBL. During the internship, I worked in various
departments and participated in various activities. Discipline, attendance, regularity,
enthusiasm in the work, sincerity, behavior and the efforts took to comprehend the
banking operations were all closely monitored.
Table 1 presents the placement and duration of the internship in different department.
Table 1
Placement and duration for the internship

Name of department Duration

Customer Service Desk 8 weeks

1.4 Limitations
As an intern there was limited access to use the banking software which also limits my
knowledge. The data collected may not be fully accurate and generalizable as collected
from the limited personnel and customer of the LSBL Manamaiju-Nepaltar branch. The
analysis is only based on the Manamaiju-Nepaltar branch of Laxmi Sunrise Bank
Limited. The interpretation is made under personal judgment, which is not guided by
experts or professionals. The internship period was also for a limited period of two
months. This study takes into consideration only bout general activities and does not
include the minor details about each and every activity performed in the bank due to the
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time constraint and limited access to use the banking software. This report mainly
focuses on customer service department activities, so the report may not have
information about the other department of the bank. Full access to important
information was not allowed by the bank to the intern, which limited the ability of the
intern to make this report more effective. Due to the lack of time, study of each and
every activities of the bank in depth was not possible.
The conclusion drawn may not be applicable to another commercial bank.
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CHAPTER II
INTRODUCTION OF THE BANKING INDUSTRY
2.1 Background
A bank is financial institutions licensed to receive deposits from the public and creates a
demand deposit while simultaneously making loans. As a financial services provider,
banks provide a safe place to store your cash. As such, they play a vital role in the
economy by providing essential services both to consumers and businesses. The
economy relies heavily on banks.
Lending activities can be directly performed by the bank or indirectly through capital
markets. Whereas banks play an important role in financial stability and the economy
of a country, most jurisdictions exercise a high degree of regulation over banks. Most
countries have institutionalized a system known as fractional reserve banking, under
which banks hold liquid assets equal to only a portion of their current liabilities. The
banks which perform all kinds of banking and general finance trade and commerce are
called commercial banks. The commercial bank is merely a business firm engaged in
financial intermediation as well as additional functions under strict supervision and
control of the central bank. It also buys corporate bonds and government bonds. Its
primary liabilities are deposits and its primary assets are loans and bonds. In addition to
other regulations intended to ensure liquidity, banks are generally subject to minimum
capital requirements based on an international set of capital standards, known s the
Basel accords.
In summary, the bank can be defined as a financial institution that offers acceptance of
deposits, which is subject to withdrawal on demand and grants loans and credits to
private individuals and business firms on a commercial basis.
2.2 History of the banking industry
The concept of banking emerged in the brilliant human mind as soon as humans were
able to recognize and develop money. Though money made human life considerably
easier than previously, ancient humans began to notice the complexity that money’s
evolution had brought into their lives. As a result, the concept of banking arose in the
human mind in
order to address the complications and challenges associated with the benefit of money.
Money lenders and landlords used to operate as informal banks, but as time went on,
 7

their activities become more structured, and the concept of a bank as an institution
evolved. Therefore, the origin of banking is related to the history of money. Probably
religious temples were the first banks of the ancient world where wealthy people used
to store gold as they were the safest place. They were constantly attended well built,
scared and safe from thief. The Jews of lambardyere thought to be the early bankers
who transacted third business at the benches in the marketplace and when they were
unable to meet their liabilities, the depositors used to break their benches and this
tradition had given birth to a banking term bankrupt. The Bank of Venice, founded in
1157 A.D.
Following the lead of this bank, the Bank of Barcelona and Bank of Geneva were
founded in 1401 and 1407, respectively. The first modern bank, The Bank of England,
was established in 1964 A.D, marking a turning point in banking industry. Following
the founding of the first English Bank, the banking sector faced different ups and down,
but they survived, and as a result of that persistence, they are now have become the one
of the basic elements of human life in the twenty-first century (History of banking).
Banks are now not simply deposit-taking an loan giving institutions, but also
institutions that assist their customers in a variety of ways based on their convenience
and capabilities, all while maintaining complete security. They have evolved as vital
service- providing institutions in this fast-paced environment. Banks began to have an
impact on residents’ lifestyles as well as the country’s economy. The recent 2008
recession was the result of poor banking practices, and the world had to suffer greatly
as a result of the inefficiency and negligence of a single banking sector. After that also
banking sector went from lots of ups and down but remained persistent throughout it.
As a result, banks have now become an integral component of the global economy and
basic element of human life. The globalization of the banking industry in the late 20th
century also brought about significant changes, as banks expanded their reach beyond
national boarders and began to offer new services such as international payments and
currency exchange. Today we have digital currencies, something bankers of ancient
times probably would not have been able to comprehend.
2.3 Evolution and growth of the bank and financial institutions in Nepal
The establishment of Tejarathadda during the tenure of Prime Minister Ranoddip Singh
in 1867 AD was the first step toward institutional development in Nepal. It was fully
 8

subscribed by the government. It used to provide credit loans to the general public at a
5 percent interest rate against the securities like gold, silver and ornaments. In 1937 AD
tejarathadda was replaced by the establishment of the first commercial bank of Nepal,
Nepal bank limited with an authorized capital of 10 million rupees. The primary
function of the Nepal Bank was to mange government transactions. After Nepal opened
up to the outside world in the 1950s, foreign banks began to establish themselves in the
country. The first foreign bank to open a branch in Nepal was the State Bank of India in
1956.
This was followed by other foreign banks, such as the Standard Chartered Bank and
the Bank of Ceylon. Later in the year 1955 AD, the Nepal Rastra Bank Act was
formulated for a better banking system, and Nepal Rastra Bank was established in 1956
AD as the central bank of Nepal. The establishment of the NRB was a significant
milestone in the development of the modern banking system in Nepal. Its main function
was to supervise commercial banks and guide the basic monetary policy of the nation.
At the same time i.e. in 1956 AD .
Industrial Development Centre was established, and later on it was converted into
Nepal Industrial Development Corporation (NIDC). As monetary transactions get more
complicated, on 1966 AD Rastriya Banijaya Bank (RBB) was established as a fully
government-owned commercial bank. Agriculture Development Bank Limited was
established in 1964 to support and promote the agriculture sector of the nation. In 1974
AD Commercial Bank Act 2031 was enacted to operate all the commercial banks
uniformly under a single act in the later part of this phase, which is in 1984 AD. The
Nepal government established five rural developments under the control and
supervision of NRB.
Till 1980 the banking sector was wholly owned by the government with ADBL, NBL,
RBB and NRB being pillars of the financial institutions in Nepal. After that with the
aim to provide quality banking service, efficiency, and healthy competition there was
the initiation of the private banking sector with the establishment of NABIL Bank. It
was also the first joint venture bank in Nepal. After that, a lot of commercial banks
were established in Nepal. Currently, there are 20 commercial banks in Nepal.
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2.4 Classification of the banks

On the basis of the minimum paid-up capital required at the time of issuance of the
licensed bank and financial institutions in Nepal are classified into different classes.
Classification of the bank with a minimum paid-up capital required is shown in the
table is shown below:

Table 2
Minimum paid-up capital requirement
Type of bank Paid-up capital

Commercial banks 8 billion

Development banks(national level 2.5 billion
Development banks (provincial level) 1.2 billion
Finance companies(national level) 800 billion
Finance companies(provincial level) 400 billion
Micro-finance (national level) 100 billion
Micro-finance(provincial level) 20 million
Micro-finance doing wholesale business 50 million

(source:Nepal Rastra Bank)

2.4.1 Commercial bank

Commercial banks are the depository financial institution that accepts deposits and
provide loans to different borrowers. They are specialized financial institutions whose
major assets are loans and liabilities are deposits. Commercial banks were initially
established to provide loans to the commercial sector and have a broader range of
customers than are those of other depository institutions. The major functions of
commercial banks are accepting deposits, providing loans, letter of credit, bank
guarantees, dealing in foreign exchange and so on. These banks play important role in
the development of the economy. Nepal bank limited is the first commercial bank of
Nepal established in 1937. Rastriya banjiya bank is the second commercial bank
established in 1965. There are various other commercial banks like Everest bank,
Citizen international bank, Laxmi Sunrise bank etc that are providing different banking
services like mobile banking, internet banking etc to the customer and in development
of economy.
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2.4.2 Development banks

Development banks are the financial institution engaged in the promotion and
development of industry, agriculture and other sectors of the economy. A development
bank is multipurpose financial institution with board development objective. They are
established to promote the industrial, agricultural, tourism and hydropower sector of the
country satisfying major fund needs for the sector. Currently there are 17 developments
banks in Nepal out of which 8 development banks are operating at the national level. It
extends financing on a lump-sum basis in exchange for either moveable or immovable
property as collateral.
2.4.3 Finance company
Theoretically, finance companies do not take deposits from the public like commercial
banks. They obtain funds by issuing securities and then lend fund to individual and
small businesses, but in the case of Nepal, they accept a deposit as approved by NRB.
They especially work in areas of financing where commercial banks are not ready to
take the risk. The main purpose of a finance company is to provide personal and
business loans and finance some projects. At present there are 17 finance companies in
Nepal.
2.4.4 Microfinance financial institutions
Microfinance institutions re D class financial institutions and it provides banking
services to low income or unemployed individuals or groups who don’t have direct
access to banking services. They provide small forms of loan which other institutions
don’t provide. They raise funds either by issuing debt or equity or by obtaining loan and
grants from native and foreign banks as prescribed by NRB. At present there are 65
microfinance in Nepal as per current data of NRB.
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CHAPTER III

INTRODUCTION OF THE LAXMI SUNRISE BANK

3.1 Background
Laxmi bank was incorporated in April 2002 as the 16th commercial bank in Nepal. In
2004 Laxmi Bank merged with HISEF Finance Limited, a first generation financial
company which was the first merger in the Nepali corporate history. In 2016, the Bank
also acquired professional DiyaloBikas Bank, a regional development bank. Laxmi
Bank is a category A financial institution and re-registered in 2006 under the banks and
financial institutions act of Nepal. The banks shares were listed and actively traded in
Nepal Stock Exchange. The bank is primarily recognized for its stringent credit
policies, conservative approach to banking and pioneers in technological innovations in
banking services. Laxmi Bank microfinance subsidiary Laxmi Laghubitta Sanstha
LTD, a category D financial institution licensed by Nepal Rastra Bank is in operation
since 2012.
Established in 2007, Sunrise Bank limited is a medium sized, relatively new generation
commercial bank licensed by Nepal Rastra Bank to conduct banking transactions within
Nepal. The bank operates with a vision of being a sustainable and customer centric
financial institution. It offers a wide range of banking services including retail banking,
corporate banking, SME banking, microfinance and more. It operates an extensive
network of branches and ATMs across Nepal.
On July 14, 2023, a new era in banking began with the birth of Laxmi Sunrise Bank,
emerging from the merger of two established Nepali banks, Laxmi Bank and Sunrise
Bank under the BAFIA, Laxmi Sunrise is committed to delivering unparalleled
financial services to their valued customers. LSBL is an A class commercial bank
licensed by Nepal Rastra Bank and has branches all across the nation with its head
office in Hattisar, Kathmandu.
Which provides entire commercial banking services. As of merger between Laxmi
Bank and Sunrise Bank their combined paid-up capital stands at more than 21.67
billion rupees. LSBL has 254 branches, 318 ATM, 28 extension counter, bank branches
in 59 district and 20 international remittance partners. LSBL is the most trusted and
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respected Bank, empowering households, business and communities to achieve shared

and sustainable prosperity together. The Bank is committed to excellence in delivery of
the entire gamut of financial services I order to achieve sound business growth and
maximize stakeholder values by embracing team spirit, progressive technology and
good corporate governance. LSBL has been offering various banking services such as
remittance, ASBA, ECC, cash deposit, cash withdrawal and accepting loans against
gold or other security through its branch offices or head office.
3.2 Vision and mission
Laxmi Sunrise Bank as one of the most trusted and respected bank, empowering
households, business and communities achieve shared and sustainable prosperity
together. It provides an appealing and substantial return to the bank shareholders. LSBL
is committed to excellence in delivery of the entire gamut of financial services in order
to achieve sound business growth and maximize stakeholder values by embracing team
spirit, progressive technology and good corporate governance.
The mission of LSBL is to celebrate diversity and embrace equality as the cornerstones
of their inclusive approach. LSBL offers the best customer experience through an
empowered team, delivering smart, simple and secure banking. It will be a sound
institution in which depositors continue to have faith in the security of their funds and
receive reasonable returns, borrowers are assured of appropriate credit facilities at a
reasonable price, other service seekers receive prompt and attentive service at a
reasonable cost, employees have compensated adequately with professional career
growth opportunities and stakeholders receive a satisfactory return on investment. It
will thrive by harnessing the powers of technology, robust risk management practices,
and strong corporate governance. LSBL value relationships over transactions in how we
engage and serve customers and stakeholder.
3.3 Objectives
Each and every organization is established with certain objectives. The objectives of
Laxmi Sunrise Bank are as follows:
1. To continuously expand bank operation in systematic manner.
2. To build HR team that continuously supplements the growth of the organization.
3. To be vigilant to the evolving economy and align our operation accordingly.
4. To become major innovative bank and provide top of line services.
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5. To maximize the efficiency of the bank’s staff.

6. To contribute to society and the environment.
7. To maintain a high quality assets portfolio to achieve strong and sustainable returns.
8. To increase the market share by following a disciplined growth strategy.
3.4 Core values
1. Green- LSBL is committed to eco-conscious practices, preserving our planet for
future.
2. Responsible- LSBL stand ready by unwavering ethics and demonstrating integrity.
3. Explorers- LSBL nurture curiosity and innovation, empowering team.
4. Adaptive- LSBL remain flexible and responsible, adopting to change.
5. Teamwork- LSBL harnesses the strength of collaboration and collective wisdom.
In essence, the bank believes that the success can only be reaped by living their core
values and principles namely, customer focus, quality, honesty and integrity, belief in
staff, good corporate governance, corporate social responsibility and teamwork. There
vision is to remain flexible responsible, adopting to change to meet new challenges.
The core values lets the institute, customers and the communities know what they
serve, who they really are and the principles by which they pledged to conduct
business.
3.5 Capital structure
As of the merger between Laxmi bank and Sunrise Bank, their combined paid-up
capital stands at more than 21.67 billion rupees. Here is a breakdown of the capital
structure:
Table 3
Equity structure of Laxmi Sunrise Bank
Equity structure Rs in million
Authorized capital Rs.300 million
Issued capital Rs.300 million
Paid-up capital Rs. 270 million

(Source: Annual report of Laxmi Sunrise Bank)

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3.6 Organization structure

'

Figure 1. Organization structure of LSBL

Figure1 depicts the organization structure of LSBL, which is composed of board of
directors, executive directors, officers at different levels, various departments, units,
deputy general manager, assistant general manager, branch coordinator, branches credit,
head trade, head corporate, head human resource, head loan, assistant general manager,
head remittance, head research and development, branches credit, deposit marketing,
consumer finance, audit and inspection, customer service department members, branch
coordinator, deputy general manager of credit and retail and of operations and so on.
3.7 Product and services
Laxmi Sunrise Bank has never hesitated in its commitment to provide the best products
and services to fulfill the needs of its customers. It provides a wide range of products
and services to its customers and out of them major products and services are:
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3.7.1 Deposit products

Customers can choose from a variety of deposit items according to their choices. The
interest rates on each deposit products are determined by the type of account. After the
complementation of documents requirement and submitting the appropriate documents,
the customer can open any type of account. LSBL provides the following sorts of
deposit products:
3.7.1.1 Basic savings
Basic savings offers all facilities required for normal transactions like deposits and
payments with the additional facility of debit cards, ABBS. Under the basic saving
account, the various schemes offered by the bank include sunrise savings, wonder
women savings, sammanbachat and special care account for differently able people.
The interest on all kind of basic deposits is same which is3.05%.
3.7.1.2 Current account
LSBL current account provides variety of services to meet large transactional needs.
This account can be opened by individual or an institution by visiting any branches of
LSBL or online. One can easily access this account at any time of day with LSBL
internet banking or smart mobile banking even without reaching any branch of the
bank. Bank does not pay interest on this type of deposit.
3.7.1.3 Term deposit account
Fixed deposit is a great way to grow savings with high interest rates for fixed time
period. LSBL lets you invest your money with the certainty of a fixed interest rate and
choice of terns. Anyone looking for a low-risk investment with a predefined investment
goal, our fixed rate deposit will guarantee a higher return on your money when
compared to the traditional savings or transaction account. The minimum deposit
amount for term deposit is NPR 100000 and NPR 50000 for rural municipal branches.
Customers can choose fixed term for 3 months to 5 years. Interest is payable at maturity
or quarterly depending on the term deposit. Loan against term deposit is available up to
90%. A non-resident Nepali with a valid NRN ID (issued by the ministry of foreign
affairs or Nepal embassy) is eligible to open the term deposit at LSBL. One can
currently open term deposit accounts with us in US dollars, Pound sterling, Euro and
Australian dollar.As per Nepal Rastra Bank forex circular the funds can be repatriated
back to your account in your country in the same currency upon maturity without the
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need for separate approval. For the evidence of the deposit, the banker issues a fixed
deposit receipt. Tax is deducted at source from the interest on saving deposit as per the
Income Tax Act; nomination facility is available and strict confidentiality is assured.
3.7.1.4 Recurring deposit
Recurring deposit is a safe investment tool which permits those with an ability to make
regular deposits earn decent returns on their investment. Savings account holders can
choose a fixed monthly amount to save and earn higher returns on their investment that
will be competitive with that of a regular fixed deposit. LSBL also provided a facility of
recurring deposit with the higher interest rate than that of the normal saving. Monthly
investment amount can be started from minimum NPR 500. Schemes re yearly and can
be for 1-5 years. Interest will be calculated on daily basis on the outstanding RD
balance. Account holders can choose their own debit date and system will automatically
debit the chosen amount on your chosen date. No fees or charges will be applicable on
missed installments or premature withdrawal. RD account holders will be able to open
DMAT account with Laxmi Capital for free (for 1ST year).
3.7.1.5 Payroll savings
The salary saving account is dedicated to the employees of institutions/firms/
companies where the salary will be deposited directly to the bank. The interest rate on
this type of savings is higher than the normal savings. LSBL provides ATM card free
for the first year in payroll savings. One who is willing to open payroll savings needs to
bring salary sheet from the organization they are working. The main reason for a
separate payroll bank account is to clearly define and separate your business funds.
Under the payroll saving account, the various schemes offered by the bank include
shubhabachat account.
3.7.1.6 Remittance savings
The next deposit product of LSBL is remittance saving which include mero bhumi
bachat with highest interest rate 6.05% paid quarterly. It is special account tailored for
migrant workers and their households. Additional 1% interest on term deposits will be
provided opened from this account. Currently, this savings account is only for migrant
workers working abroad with a valid work permit.
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3.7.2 Loan product

LSBL offers a variety of loan products to its clients based on their needs. Before
granting loan, the bank follows a systematic lending procedure. The interest rate on
each loan product may differ depending on its nature. A loan is a sum of money that
one or more individuals or companies borrow banks or financial institutions so as to
financially manage events. After completing the necessary requirements and submitting
the necessary documents, the client can obtain various types of loans based on their
needs. LSBL provides different types of loan product which include, home loan,
education loan, auto loan, gold loan, loan against loan and lifestyle loans and many
more. LSB home equity loan are extended to finance the purchase of land, an
independent house or apartment for residential purpose. Lifestyle loan is gateway to
realizing your lifestyle aspirations without financial constraints. Loans are provided to
the customers based on their collateral and repaying capacity. This service, in essence
can be considered as a virtual credit ca for the customer.
3.7.3 LSBL card services
LSBL provides different kind of card services to its customers. Following are the card
service offered by LSBL:
3.7.3.1 Credit card
A credit card that puts you in control of your money, purchase any products and
services with Laxmi Sunrise Credit Card and pay later. Different from a debit card, you
do not need a bank account or available balance but you can simply perform a
transaction s per the limit assigned to you with a promise to pay later. The card is
widely accepted in
Nepal, India and Bhutan. You can make online or offline purchase via the VISA
Network. Tap and pay for transactions of less than NPR 5000. You can buy anytime and
pay per your convenience. Freedom to make flexible payment option from of 5%, 10%,
25%, 50%, 100% of the total outstanding each month which suits your financial plans.
The card is pre enrolled with 3D secure feature for highly secure online transactions.
Transaction alert and billing information is provided via both sms and email. The credit
period is up to 45 days with 5 years validity. Any Nepalese citizen of 21 years and
above can use credit card.
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3.7.3.2 Debit card/ ATM

Laxmi Sunrise debit card can be used in 2.5 million merchant outlets for the purchase
of goods and services, across Nepal and India that display the Visa Logo. This card is
designed to offer you security and convenience in managing your personal finances. As
a security measure, the bank advises you to sign on the reverse of the card immediately
and also change your PIN during your visit to a bank ATM. The debit card is EMV card
and is a chip and PIN module. Thus, you will have to enter your 4 digit PIN at the
merchant location to process your transaction. Verified by visa is unique service offered
by visa international that uses a onetime PIN to protect a cardholder against
unauthorized use. Once activated, your visa card number cannot be used for online
purchases at participating merchants without one time PIN that is sent via SMS to your
mobile phone that is registered with the bank. It provides a convenient way to access
and manage our bank accounts, even outside the banking hours which have made our
life easier.
3.7.3.3 LSBL travel card
Laxmi sunrise orange card is a US dollar prepaid card that enables you to make foreign
currency payments for online purchases of international goods and services. Avail a
wide range of international services like streaming platforms, web hosting, security
certificates, online courses or business promotions for your social media channels or
online advertisements. In addition, you can also shop online from your favorite
international shopping sites. The card is widely accepted in all international online
marketplaces under VISA network allowed by laws of Nepal which is pre enrolled with
3D secure feature for highly secure online transactions.
3.7.4 LSBL remittance services
Laxmi Sunrise remit is Laxmi Sunrise Bank’s money transfer platform, designed to
streamline remittance service for all our Nepali migrant customers working abroad.
Fortified with VeriSign security and featuring individualizes digital certificates for each
user, it enables rapid, cost effective and highly secure transactions. Additionally, LSBL
dedicated remittance service unit shall be ready to assist you with any remittance
related queries you may have. Some of the international remittance partners are:
National Exchange Co. S.R.L, Lulu Exchange Co LLC, GCC Exchange, Federal
Exchange, Industrial Bank of Korea etc. The SWIFT code of LSBL is LXBLNPKA.
 19

3.7.5 ASBA CASBA and mero share service

Laxmi Sunrise Bank has started services under Application supported by Blocked
Amount (ASBA) process from all of its branches. Under this system, the applicants’
money for any issue is debited from their bank accounts only after the applicant has
been selected in process. The main benefit of this service is that your bank account, D-
MAT account and personal information is already linked and verified. Hence, applying
or and issuance of any issue becomes quicker and easier. The Mero share provides the
facility to the beneficiary to view the share transaction information in your account
online developed by CDS and clearing limited (CDSC). You can then use this CRN to
continue applying for any new issue. Customers can register with portals such as Mero
Share for online access. The yearly charge for Mero Share is Rs 50 and CASBA is R
150.
3.7.6 Trade finance
Trade finance is a short term credit availed by a bank to their borrower for importing
and exporting activities. Trade finance is used when financing is required by buyers and
seller to assist them with the trade cycle funding gap. It is the term used to describe the
tools, techniques and instruments that facilitate trade n protect both buyers and sellers
from trade-related risks. The purpose of trade finance is to make it easier for businesses
to transact with each other. Trade finance helps settle the conflicting needs of the
exporter and the importer. Through its vast global network that facilitates domestic and
foreign transactions, LSBL is able to satisfy clients import, export and payment needs
by providing trade finance services like LCs, SWIFT transfers and so on.
3.7.7 Mobile banking service
Customers can use LSBL mobile banking service to get information about their account
balances, mini statement and for fund transfer and many more. Customers now have
access to additional services such as new product information, cash deposit and
withdrawal messages, pension information, alerts and notifications such as loan
repayment, transaction alerts and information services such as ATM, product and
service. The mobile banking registration cost is Rs 199 and has to be renewed every
year. Customers can pay utility bills, education fee, book domestic and international
flights and so on with the help of mobile banking app.
 20

3.7.8 Any branch banking service (ABBS)

Any Branch Banking System (ABBS) is a banking service that allows customers to
perform banking transactions at any branch of their bank. This system allows customers
to access their accounts and perform transactions at any branch of the bank, regardless
of where their account is located. LSBL is providing advanced services from 262
branches and 28 extension counter. ABBS allows customers to deposit or withdraw
cash, check their account balance, transfer funds, and pay bills at any branch of their
bank. This system is particularly useful for customers who travel frequently or move to
different locations, as it allows them to access their accounts and perform transactions
without having to visit their home branch. These technologies allow banks to connect
their branches and provide customers with real-time access to their accounts and
transaction data. ABBS saves customers time by allowing them to access their accounts
and perform transactions without having to visit their home branch.
3.7.9 Internet banking service
LSBL internet banking service is mostly used by the bank’s customers who are outside
Nepal. Internet banking allows users to transfer funds through different modes like
NEFT, RTGS, IMPS or UPI. Customers can access the account anytime anywhere.
Internet banking provides personal and corporate banking services offering features
such as making electronic payments, viewing account balances and transferring money
between accounts. Internet banking significantly reduces the banks operating cost by
reducing reliance on a physical branch network and offers convenience to some
customers by lessening the need to visit a branch as well as being able to perform
banking transactions even when branches are closed, for example outside the
conventional banking hours or on weekends and holidays. Customers may simply
access their Laxmi Sunrise Bank accounts from their computers or mobile phones.
Internet banking is accessed through ones Gmail account so the one willing to use
internet banking should have Gmail account. Balance check, cheque issuance,
statement print and other services are included in this package. To receive online
banking, one has to fill out the form and send it to the relevant branch. The account
holder will then get an email with his or her user ID and password. The charge of
internet banking is Rs 299 per year.
 21

CHAPTER IV
ANALYSIS OF ACTIVITIES DONE/ PROBLEM SOLVED
4.1 Background
During eight weeks of the internship period, the intern was assigned to different
departments which provided the exposure and understanding of various services and
procedures of the bank and its relationship with their customers. Working as an intern
provided an excellent opportunity to learn in-depth about the bank and its operations. I
had an opportunity to observe the actual operations of the bank more than just deposit
and withdraw of the cash. I noticed myself developing new insights into the banking
industry after joining the industry as an intern. So, I can undoubtedly say that LSBL is
one of the best banks to work as an intern as this bank offers the intern to work in the
different departments through the support of the staff.
4.2 Activities performed
As an intern I got an opportunity to work in the various department of the bank namely
the Customer Service Department (CSD).The opportunity to work under these
departments was fruitful as I got an overview of the entire major task undertaken at the
respective department even in the short period of time. The analysis of the activities
performed in the department where I was engaged is given below.
4.2.1 Activities performed in customer service department
Customer service in banking is the support banks provide to existing and potential
customers. The customer service department also known as the business desk or front
desk is the busiest departments of every organization. The customer service department
plays a crucial role in ensuring customer satisfaction and loyalty. It serves the face of
the company, representing the brand and the customer satisfaction. As Customer service
is the commitment to providing services to external and internal customers, technical
support and quality of services promptly. It significantly contributes to making
customers feel appreciated and listened to, which can bolster customer loyalty towards
the bank. Banking customers today expect to be fast, personalized and consistent no
matter how or when they reach out. Considering the importance of front desk Laxmi
Sunrise Bank has given a major focus on this department by dealing with customers
patiently no matter what is the situation. The basic tasks of customer service
department are account opening, issuing cheque book, account closing, bank statement
 22

and balance certificate issuance, activation of mobile banking and its related problems
like pin reset password reset, issuance of debit card and credit card, providing
information about the prevailing interest rates on fixed deposit and many more queries
of customers. The major activities I performed while working in customer service
department as an intern are:
4.2.1.1 Account opening process

Figure 2. Specimen of institutional account opening form

One of the major tasks performed in CSD is account opening of the customers. Laxmi
Sunrise Bank provides various schemes to attract customers to open account for the purpose
of collecting deposits. The primary task I perform while facilitating the account opening
process is to ask the customer about what type of account they want to open and providing
them information about the interest rates on different types of products. Generally, on the
 23

basis of the nature of the customer, there are two types of customers for the banks
individual and institutional. Usually the account opening process of institution is lengthier
than that of individual and separate forms are available for each of them. Likewise,
document requirements are also different. Any identification card issued by the government
of Nepal is compulsory while opening the account of the customers with a passport size
photo. Figure2. demonstrate the account opening form for an institutional client.
4.2.1.2 Providing information about products
During my internship period, I was responsible for providing information about different bi-
products of the bank such as credit card ,debit card ,mobile banking facilities, interest rates
on different products as well as responding to customer inquiries about the banks products
and services.

4.2.1.3 Issuance of cheque books

Figure 3. Specimen of cheque requisition slip

Generally, cheque books are issued to account holders who maintain a certain
minimum balance and have a history of regular account activity. Everyday large
number of customers leaves the cheque requisition slips for the new cheque book. The
cheque leaves are prepared upon the request of the customer and cheques are provided
after two or three days. Then when a customer comes to collect the cheque book , the
customer is required to sign in the register that contain the information about the
customer name, account number, received date, cheque printed date and after the
 24

verification of the signature the cheque book is provided to the customer. Figure3
depicts the sample of the cheque requisition slip.
4.2.1.4 Providing account statements and balance certificate
Account statement is a detailed report provided by a bank to an account holder,
summarizing the transactions in their account over a specific period. The account
statement is provided to the customer upon their request and is provided only to the
specific account holder after verifying the signature and not to any other individual. It is
provided free of cost however a certain fee is charged if demanded more than once in
the same month. The person requesting for statement need to fill up the form with the
detail of their account name, account number and the time period. Then the details are
entered into the system and print is provided to the customer with the authorized stamp
of the bank. The balance certificate is also provided by the bank to their customers with
no cost. When the client requires a balance certificates, they have to submit a written
request to the bank. The certificate is then printed and given to the customer after being
stamped by the bank and signed by the operational incharge. It acts as a valuable
document showing your financial standing. Whether for loan applications, visa
purposes, scholarship applications and other purposes, having a balance certificate
readily with you is important. It is often used to prove your financial standing.
4.2.1.5 Making and receiving telephone calls
Making and receiving telephone calls at a bank involves several protocols and
procedures to ensure efficiency, security and customer satisfaction. There are many
calls made by the customers for different inquiries which is to be received by the intern
if the senior aren’t available at the moment as a member of the bank. The incoming
calls are generally made for the account number of the customer, about the clearance of
their cheque, about the activation of the mobile banking service and many more.
Outgoing calls are made after the cheque book are prepared so that customer can collect
it, for the confirmation of the mobile number if it is unclear, to know about the details
of their family members when needed and in the case of maturation of fixed deposit
whether to renew or not. Customers contact customer service department of bank for
any queries related to problem such as mobile banking password reset, ATM card pin
reset etc.
 25

4.2.1.6 Handling the queries of the customers

As a intern, I had answered queries of the customers regarding their confusion on
different matter. Customers in a bank typically have a wide range of queries namely
about account information and management, online and mobile banking, payment and
transfer, interest rate in fixed deposit and normal saving, loans and mortgages, credit
and debit card, customer service and support. In the beginning, it was challenging for
me but later I was habituated and it was quite easy for me to answer the queries of
customers. Mainly, during my internship period the queries were about the activation of
mobile banking and the procedures of the ATM card.
4.2.1.7 Responding to balance inquiries
The next service provided by CSD is balance inquiries of the client where I got to know
about the procedures for balance statement. The bank charges when the statement is
printed twice in the same month otherwise it is usually free of cost. However, balance
information is provided only to the respective account holder after verifying the
signature and any document issued by the government of Nepal is also needed. After
the verification the statement is printed and stamp of the bank is compulsory with the
signature of operational in charge .
4.2.1.8 Filing and documentation
Filing and documentation in a bank are critical processes that ensure efficient
operations, compliance with regulations, and effective customer service. It is also a
proof that customer has received the concern document from the bank premises. As an
intern, at the end of the day I have to do the filing of different document like cheque
requisition slip, debit card received, balance statement form. Balance certificate form,
check received from the head office of the customers, mobile banking reset and number
change form, signature cards etc. Updating of the account opening register for the new
account opened and getting the signature of the authority on the register was the done
by me as an intern. We should make separate record book for the receipt of fixed
deposit so that we can call the customers when their fixed deposit amount is about to
renew. Separate file is needed for account closing, mero share, corporate account
opening, check received and many more. Figure 4 shows the specimen of signature
card.
 26

Figure 4. Specimen of the signature card form

4.2.1.9 Mobile banking

Laxmi sunrise provides mobile banking facilities on request of the account holders. For
the facility the account holder must submit mobile banking form accepting all terms
and conditions of bank and genuine mobile number so that they could take the facility
of mobile banking. I used to help customers to fill up the forms and explain them about
the working procedures of the mobile banking app. The account holder needs to
download the app of the respective bank to activate the mobile banking. The bank
charges certain amount of money for the facility of mobile banking. Figure 5 shows the
sample of mobile banking.
 27

Figure 5. Specimen of the mobile banking form

4.2.1.10 Relationship maintenance
Maintaining good relationship was another motto in the customer service department.
As an intern I always kept in mind that none of the activities done should affect the
existing relationship between the bank and customers. The focus was on the walk-in
customers as well as the existing customers because they are the potential customers of
the bank who would make the word of the mouth advertisement of the bank. I got to
learn that we should deal patiently with the customers no matter what is the situation
because they are the assets of the bank. Relationship maintenance focuses on improving
customer satisfaction by bringing in the best of technology. Good relationship with
customers enhances the image and reputation of the bank which increases the deposit in
the bank which helps to invest the money in different field. It can improve customer
support by enabling businesses to better understand customer needs and preferences.
By maintaining strong customer relationships, companies can enhance the overall
 28

customer experience and build a loyal customer base. They usually provide financial
assistance and advice to clients.
4.2.1.11 Providing different kind of forms
I have to provide different kinds of forms to the customer as per their request which
include account opening form, account closing form, dormant release form, mero share
form, stop payment form, internet banking form, cheque lost requisition form and many
more. CASBA form is provided for the customer for CRN registration and the ASBA
form is provided for the customer for filling up an initial public offering (IPO), right
shares, mutual fund, and other types of shares. Mero share is provided to the one who
wants a mero share account. The institutional document is slightly different than the
individual document in any matter. Some of the samples of different forms are shown
below:
Figure 6 is the specimen of CASBA registration form. It is a process for applying to
public issues submitted by investors by blocking the application money in their bank
account while subscribing to the issue. It links all the banks and financial institutions
providing ASBA related services and the beneficiary account and creates a centralized
system.
 29

Figure 6. Specimen of the CASBA registration form

 30

4.2.1.12Updating the KYC and customer databases

KYC is an acronym for know your customer, which is a critical component of a
banking industry, designed to gather essential information about customers to verify
their identity and ensure compliance with regulatory requirements. The objectives of
KYC guideline are to prevent banks from being used intentionally or unintentionally by
criminal elements for money laundering and terrorist financing. KYC is also important
in the case of minor account opening. The KYC of customers has to be updated
periodically. For that reason I had to update and record the customers’ databases
properly. In figure7 the sample of personal KYC is shown:

Figure 7. Specimen of know your customer form

 31

4.2.1.13 Scanning and photocopying

The activity of making the photocopy of the documents such as citizenship certificate,
driving licensee, voter identity card, the fixed deposit receipt as asked by the staff or the
customers was performed during my internship period. This was the most regular tasks
I performed in bank as a intern. Scanning of various documents was important to
upload it later in the system so that it can be visible to all other staff of the bank. I used
to scan the various document so that it will be easy to find the information as and when
needed of the customers. I had to photocopy various document of the customers mostly
as an intern.
4.2.1.14 Account closing process
Customers can close their account through customer service department by writing an
application letter to the manager of the respective bank branch. Along with the
application, you must also attach the documentation required to close the account, such
as cheque book, ATM card, and identity proof and so on. After the completion of filling
up the form, it is verified and signed by the operational in charge and the bank manager.
To close an account customer should write a letter to the branch manager by providing
the reasons for closing the account. Then bank enquire about the process of closing a
bank account and after it has been approved the customer account is closed. Thus,
finally, customer account is closed. Here, I have to help them in filling up the account
closing form.
4.2.1.15 Issuance of the ATM card
ATM card is a PIN-based card issued by a bank to account holders to use it for various
purposes at the ATM. In addition to using it at ATMs, account holders can use it to
make purchases by entering the personal identification number (PIN). ATM cards are
generally debit cards. It is a dedicated payment card issued by financial institutions
which enables a customer to access their financial accounts via its and other automated
teller machines. The corporate office makes the ATM card and sends them to the
concerned branch as per the request. Fee for the card is deducted from the account of
the respective account holder which is RS.399 of Laxmi Sunrise Bank. The charge is
different in different bank as per their system. As an intern, I used to provide ATM
cards to customers as per their request by filling up the application for debit card form.
Then the application was linked in the bank account by the operational in charge and
 32

the customers can use it simultaneously. We should also help some customers to use the
card or to activate it in case of the confusion. For transactions, you will be required
your 4 digit ATM PIN which is set by the account holder when the OTP is received in
the registered mobile number after putting card in the machine. The name of the
customer is registered in the card file at the time of collecting the card and finally
dispatched in the same manner. It allows you to withdraw money. Finally customers are
provided with both a pin card and are requested to use it after 24 hour.

Figure 8. Specimen of ATM card form

4.2.2 Activities performed in the electronic cheque clearing department

Electronic cheque clearing is an image based cost-effective, MICR cheque processing
and settlement solution where an original paper cheque is converted into an image for
electronic processing of the financial transactions between participating member bank
and financial institutions. The physical movement of the cheques is stopped at the level
 33

of the presenting bank in the NCHL-ECC system. The cheque does not physically
travel to the clearing house or to do in the manual clearing process, resulting in faster
and easier processing of the cheque transactions. Customers can present the cheques at
the nearest branch of its bank, which will process the transactions using NCHL-ECC.
For clearance, there are two methods i.e., either regular or express service. Regular
cheque clearing support clearing of cheques of up to NPR200 million in cases of NPR
cheques from Sunday to Friday. Whereas the presentment cut-off time for the Friday
session is at 12:00 and the paying bank response cut-off time is at 1:30 with the final
settlement after 1:45 such that the customer account is credited within 2:00. The intern
was also placed in the cheque clearing department for assisting the concerned staff of
the clearing staff. The activities I performed in the ECC department as an intern are as
follows:
4.2.2.1 Record keeping of electronic cheque clearing
In this department, one of the major tasks I had to perform is to keep the records of
cheques that were cleared by the staff from the clearing department. The physical
movement of the cheques is stopped at the level of the presenting bank in the NCHL-
ECC system. Here I have to keep a detailed record of the debtor bank, creditor bank,
the amount transferred, date of transfer, debtor name and address, and creditor name
and address in a register.
4.2.2.2 Assisting the customer to fill up fund transfer form
Transferring fund is also one of the mostly done tasks of the bank. It is transfer of
money from one bank account to another, either within a single financial institution or
across multiple institutions, via computer based systems, without the direct intervention
of bank staff. Electronic fund transfer transactions are known by a number of names
across countries and different payment systems. This process can occur within the same
bank or between different banks, and can be executed through various methods. I used
to fill up the form of fund transfer of customers per their request. For interbank fund
transfer customers have to fill up IPS form where the detail of receiver is needed as
well as the detail of sender is also compulsory with the signature of the sender. For
intrabank transfer customers can fill up the vouchers and directly deposit in the account
of the receiver. I used to fill up the fund transfer form of many customers every day.
 34

4.3 Problem identified and solved

Problems are inevitable in every organization from a small sole trading concern to a
large commercial bank. In performing day to day activities of the organization, one
needs to tackle with various problems and challenges. While dealing with such
problems, appropriate managerial skills need to be used to solve the problem in the
effective and efficient way. Similarly, in LSB too, I realized that there were several
problems that arise during day-to day basis which occurred mostly after the merger of
laxmi and sunrise bank as the rules and system were changed as per the instructions of
laxmi bank.
4.3.1 Problem related to incomplete information
Customers sometimes provide incomplete information knowingly or unknowingly
which can create great trouble for the bank staff. For instance, while filling the account
opening form customer forgot to write the mobile number or they write the wrong
information about their permanent address which create problem. So, as an intern, I
should always be alert and check the details whether it is complete or not.
4.3.2 Problem related to cheques not being received by customers
Customers place the request for new cheque book but they don’t visit the bank to
collect it for a long time. I used to call customers personally many times to come and
collect their cheque books but they often don’t come to collect it which was the
problem I observed during my internship at LSB.
4.3.3 Problem related to the non-functioning of the system and servers
The challenge that the customer service department staff must deal with on a regular
basis is dealing with the angry client who was inconvenienced due to the
malfunctioning of various system and servers. For instance, customer wants to know
their account number in case they don’t know it while filling the vouchers but
sometimes monitor hang up and customer get angry for the slow service. The same
problem happened sometimes in the teller and customers have to wait for a long time
and they get irritated. Sometimes there was a shortage of different form which takes
time to provide service to the customers. Also, sometimes ATM machine does not
provide cash due to shortage of cash or the system error which is the mostly faced
problem I observed as an intern and in such cases; we should deal patiently with the
customers.
 35

4.3.4 Problem related to filling up the different forms

Customer has to fill up various form to get various kind of services from the bank like
account opening form, debit card form, cheque requisition slip, balance statement form,
mobile banking form, internet banking form etc. some of the customers have a genuine
problem as they may not have an idea about if but mostly customer are ignorant and
don’t fill up the form by themselves. So I prepared a sample or teach them individually
to fill up the forms.
4.3.5 Problem related to communication
Most of the customers still have minimum education qualifications and they don’t have
proper knowledge regarding the terminologies used in different forms, vouchers etc.
Common barriers to communication in banks include outdated communication
technologies, complex organizational hierarchies that slow the sharing of information,
and a lack of trust between employees and management. I have to fill up the forms of
almost customers as they don’t understand the question written in the forms. I used to
deal with many types of customers and due to their little knowledge about the banking
procedures there used to be a problem of communication between the customers and
staff. After the merger there has been lot of changes and customers often feel irritated to
complete those procedures to get the work done.
 36

CHAPTER V
CONCLUSION (LESSON LEARNT)
5.1 Lesson learnt
The 8 weeks of internship period was challenging yet very fruitful and helpful.
Throughout the internship, I got an opportunity to work in different departments and
with different people. Intern not only got the exposure to the professional world but has
been successful to change attitude and nature in the daily life spending other than
banking. I also learned to socialize with people. In the beginning days of my internship
I felt awkward to communicate with the customers or to call them for various purposes
but later I was able to deal with customers properly without any hesitation and
awkwardness which was one of the most helpful acts for me to develop and grow
myself. I understood that behavioral concerns are the most critical within the company
like being punctual, and developing a sense of accountability and responsibility.
Learning the working culture, general organization environment, workplace behavior,
and other important aspects is the real prize awarded by the internship to me.
During the period of internship, the intern worked under the guidance and supervision
of the staff who were of friendly nature and supportive towards me. I was assigned to
the customer service department and ECC department where I learned real life working
procedures. Some of the major understandings acquired from the internship are
mentioned below:
5.1.1 Learnt to use MAKURI banking system
Every bank has its own banking software to facilitate the regular operation of the bank.
During the internship, apart from computational skill, I was able to use the core
banking software MAKURI and was able to know various codes used while doing
various tasks in the practical period which enhanced my technical skills. With this
every activities were performed in the bank while solving different problems of
customers. With the help of this software everyactivities were performed With the help
of this system the regular activities of the bank like account opening, cheque request,
ATM block, unblock, mobile banking pin reset activities were done.
5.1.2 Enhancement of interpersonal skills
As intern was assigned to various departments throughout the internship period, I
learned how to maintain good relationships with the customers. Customers feel satisfied
 37

when they are heard properly and their problem is solved. Specially, in the front desk, I
should regularly interact with the customers and address their problem and inquiries
about ATM, interest rates, mobile banking and so on where I get a chance to improve
my interpersonal skills. Those with good interpersonal skills are strong verbal and
nonverbal communicators and are often considered to be “good with people”. I learned
that being friendly with co-workers, respecting the supervisor, and having cheerful
attitude towards each and every staff and customers of the bank are the keys to establish
strong social relations at work.
5.1.3 Development of the management abilities
Working as an intern in the LSB while still pursuing my studies, attending college and
completing assignments, and preparing the project reports all at a time was a great
challenge for me. Taking all of the activities along was very difficult in the beginning.
However, I eventually learned how to effectively split my time between study and
internship. My responsibilities at the bank never clashed with my dedication to my
studies. I was always on time and on track in collage and at the bank also. I was able to
do various tasks at the bank while still completing my assignments and project work on
schedule. Taking my studies and internship smoothly while still making time for other
daily stuff has improved my time management abilities.
5.1.4 Development of emotional stability
Development of emotional stability in the workplace is crucial for creating a
productive, healthy, and positive work environment. It refers to the ability to maintain
composure and rationality manage stress and react appropriately to challenges. I was
able to focus and perform tasks efficiently and effectively and help in maintaining
positive interactions with colleagues, supervisors and customers who visit the bank.
Being emotionally stable promotes constructive resolution of conflicts, preventing
workplace disputes and fostering collaboration. I was able to recognize and understand
my emotions and how they affect my performance and behavior at my workplace.
5.1.5 Expansion of problem solving horizon
Interns encounter actual banking operations, which often involve complex and
unforeseen challenges that require innovative solutions. As a intern, learning and
understanding problems in a real world context helps me to develop a practical
approach to problem solving. Working across different departments exposes me to a
 38

variety of problems and I was able to tackle with those problems with the help of my
team. By understanding how different departments interact and affect each other has
broadens my perspective and enhances my problem solving horizon.
5.1.6 Development of team working skills
Developing teamwork skills as an intern in a bank is crucial for professional growth. I
understood how working in a team makes work faster and easier as well as help to
enhance the personal relationship of teammates.Paying attention to colleagues and
supervisors during meetings or training sessions and understanding different viewpoints
and perspectives is key to effective teamwork which helps to complete the task easily. It
is very important for employees to work as a team in order to enjoy synergy benefit and
avoid any delays that can hamper the functioning of the organization.
5.1.7 Networking and socialization
Interns had to interact with bank employees and customers to create a network. Interns
learned how to interact with professionals, clients, and coworkers to do tasks
effectively. It helps to improve my interpersonal skills and learned how to communicate
correctly and politely with others. The more socialized an employee is, the more
positive feedback they will receive from customers and coworkers, resulting in
favorable outcomes through increased efficiency and effectiveness. I was confident
while dealing with the customers due to the development of my socialization nature as
a intern.
5.1.8 Understanding the effective way of communication
Pay attention to what others are saying before responding is the strong lesson I learnt
during my internship period. This shows respect and helps to understand the
perspectives of customers better which also prevents misunderstandings. Being
confident when expressing ideas or asking questions, however helps to develop the
communication skills.
Communication is the most powerful tool that can be used to convince the customers to
use the product and services. I learned that first, we should listen to customer properly
before giving our opinion or suggestions on any matter which makes the customer feel
that they are valued and respected.
 39

5.1.9 Understanding of professionalism in the workplace

Understanding and embodying professionalism in the workplace as an intern is crucial
for personal development, career growth and for making positive impression on the
workplace. The way one presents themselves and interacts with others is a means of
making an impression on others in the workplace. Communication, dress, time
management, diligence, dependability, active listening, respect and teamwork, integrity,
confidentiality, flexibility, continuous learning, positive attitude are all the indicators of
how professional is someone at their workplace.
5.2 Conclusion
Learning theoretical knowledge at the classroom about the banking industry and their
working procedures is much different than actually working at the bank. Internship
plays a crucial role in bridging knowledge taught in the classroom and knowledge and
skills required in the workplace. Doing internship is very first step in gaining work
experience. It emphasizes getting students to participate in real-life organizational
settings and allowing them to apply what they learned. The practical cases are rather
different from that we study in theory. It can be said that internship provides students
and graduates a platform to know how an organization actually work in the real life
setting with the help of personal interaction. Internships help students learn all about
workplace culture and they are able to deal with the real life problems which they read
theoretically. Due to the interaction with different people, variety of skills gained and
the involvement in the activities of different departments of a Laxmi Sunrise Bank I got
to know about the working procedures of the commercial banks.
On July 14, 2023, a new era in banking began with the birth of Laxmi Sunrise Bank,
emerging from the merger of two established Nepali banks, Laxmi Bank and Sunrise
Bank under the BAFIA, Laxmi Sunrise is committed to delivering unparalleled
financial services to their valued customers.
Internship at Laxmi Sunrise Bank provide interns with an in-depth understanding of the
real working environment, interpersonal and communication skills, organizational
culture and behavior, professional traits and tem building attitude as well as commercial
bank functioning principles. Here intern worked in various departments like customer
service department, credit department, remittance department electronic cheque
clearance and so on. Having spent time with these qualified and experienced people
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gave me good exposure to work culture. The politeness of the employee at customer
service department while handling the queries and complaints, the way of receiving
deposits by the tellers and the instant delivery of service to the customers plays a great
role in winning heart of customers and drive them to be loyal to the bank and their
services. A large part of success of LSBL is also attributed by the maintenance of
relationship with the customer and other corporate houses and financial institutions.
LSBN is able to maintain strong relationship with its customer through various
customer oriented product and services. Employees are directly linked with the
customers so employees must behave in a decent and peaceful way. Similarly, proper
coordination among all departments is needed for the growth of the organization.
Further, during the internship the intern learned many other things like hoe to deal with
people including staff, how to deal with senior staff, and how to interact with intern
colleagues to create a working atmosphere cozier and good. The theoretical knowledge
gained about the working procedures about the banking industry was actually
implemented in the practical banking practices.
Internship has worked over the development of communication and interpersonal skill
of the intern. Interaction with different level officers of the bank and informal
discussions has developed the professionalism within me. Finally, LSB provides
exceptional customer service and is the trusted bank, they have the potential to improve
its market share by enhancing customer satisfaction and addressing its weaknesses and
keep providing excellent services. And while concluding this intern report I am
extremely satisfied with its outcome. LSB seeks to gain prominence and place itself as
a technology driven, outward looking bank with a focus primarily on trade and retail
business. It offers the employer the opportunity to bring new ideas and energy into the
workplace, develop talent and potentially build a pipeline for future full-time
employees. It is also a chance to work with smart and motivated people.
As a result; internships have become an essential way to help candidates make
themselves stand out. The internship experience was great at building confidence and
strengthening interpersonal skills. I appreciate the guidance, inspiration and values I
received from the management and employees of the bank. Internship from Laxmi
Sunrise Bank will definitely add value to my professional career ahead.
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