CHAPTER 4 (FOUR)

CHAPTER FOUR
4. Analysis of Activities Done / Problems Solved (Heading 1- 16
size)
4.1 Introduction of the department (Heading 2- 14 size and rest 12)

4.1.1 Customer Service Department

The Customer Service Department (CSD) serves as a critical component of a bank,

facilitating customer inquiries, correspondence, and service provision. It represents the
frontline for direct customer interactions, addressing issues, and delivering essential banking
services. Given its central role, the CSD is often bustling with activity, necessitating
additional support, including interns. Here, tasks such as account opening and closure, check
and ATM issuance, and various transactions are carried out, underlining the significance of a
well-functioning CSD for the overall efficiency of the bank.

4.1.2 Introductions of the activities done in CSD

Activities Performed in the CSD of a bank

1. Opening New Account

To initiate a new account at MBL, customers are required to present their identity card
(citizenship/passport) along with two passport-size photos. We assist in making copies
of the documents while returning the originals. Subsequently, customers fill out a
provided account opening form, ensuring accuracy with our guidance. They are then
requested to deposit the minimum balance for account activation, with the option to
deposit additional funds if desired.
Once the form is completed and all criteria met, we input the information into the
Finacle Software system and seek approval from the OI and CSD heads. Additionally,
during the process, customers are offered various services such as mobile banking,
ATM cards, internet banking, and SMS services, which we provide based on their
preferences.

Furthermore, for customers showing potential, we inquire about their interest in fixed
deposits, informing them about current market rates and the benefits of long-term FD
investments.
 2. Partnership Account opening

To commence the partnership account setup, a set of documents is required. This includes a
Letter of Partnership, which must be signed by all partners, along with a copy of the
Partnership agreement, also signed by all partners. Additionally, a certified copy of the
Partnership registration is necessary. To validate the legitimacy of the partnership, an Account
of Corporate Bodies is mandated. Furthermore, a copy of the Memorandum and Articles of
Association of the Company must be provided. A Resolution of the Board of Directors is
indispensable, indicating the authorization to open and operate the account. A comprehensive
list of directors, each signed by the respective directors, complete with their home addresses
and phone numbers, is essential. A Certificate of Commerce attesting to the commencement
of business activities is also required. Moreover, a list of Office Bearers should be included.
Names and signatures of individuals authorized to operate the account must be provided for
operational clarity. Finally, a copy of the registration certificate is needed to complete the
documentation process. These documents collectively ensure adherence to regulatory
requirements and establish the foundation for a partnership account.

3. Account closing:

The process of account closure involves several steps aimed at understanding the customer's
reasons for closure and providing alternatives wherever possible. Initially, customers are
asked about their reasons for closing the account, and efforts are made to convince them to
reconsider by highlighting alternative services available that may better suit their needs.
However, if the customer remains determined to close the account, the necessary forms for
closure are provided, and clearance is obtained from all relevant departments without
objection. Customers are informed about any charges associated with the closure, and any
belongings related to the account, such as cheque books, ATM cards, and passbooks, are
collected. Finally, the account is closed by debiting the account closing charge and handing
over any remaining cash to the customer. These steps form a structured procedure for both
account opening and closing, ensuring a smooth and efficient process for customers and the
bank alike.

4. Issuing and prepairingPreparing Cheque Books

At MBL, customers can request and receive cheque books, even if their account is opened at
another branch. Here’s how we handle issuing a new cheque book:

Cheque books are provided to account holders free of charge, although there are specific rules
in certain cases:

a) For new account holders, the first cheque book is available two days after the account
opening. The initial cheque book consists of only five pages, and it’s mandatory for the
account holder to collect it in person. If they’re unable to do so, someone with the previous
requisition slip can collect it on their behalf.

b) In case of a lost requisition slip, customers need to fill out a cheque book request form, and
a deduction of Rs. 250 is made from their account. The cheque book is then issued based on
the request number.

c) If the account holder is absent, the person presenting the requisition slip must affix a
citizenship or any other ID card to it. The slip requires the account holder’s and receiver’s
signatures and dates, along with stamps from SV and MBL. Once the cheque is printed, each
page is torn, attached to the record slip, and stapled to the cheque cover. The requisition slip
should include the account number, account holder name, starting and last cheque numbers,
date, and MBL stamp. The cheque is registered in the cheque book register and authorized by
OI/BM before being handed over to the customer, who signs for receipt in the register.

5. Statement

A statement is a detailed record of a customer’s account transactions. To obtain a statement,

customers must fill out a statement request form. Alternatively, if the customer is absent, the
company can send an application on their behalf, with the receiver’s ID card retained by the
bank. Signatures on the form are verified through the system and stamped by SV.

The statement printing process begins with a 12-inch statement print. After printing, the
statement is verified to ensure accuracy. The MBL stamp is placed at the top and bottom of
each page, and the statement is signed by authorized staff. Details are entered into the
statement register, and the statement is then handed over to the customer.
6. Mobile Banking password reset

Mobile banking is a recent addition to the Nepali market, available in English. However,
language barriers often cause difficulties for users during their initial attempts, leading to
login issues due to incorrect access methods. To resolve this, customers are required to
complete a mobile banking form. Following this, they can initiate the process through the
MachLink system or the bank’s smart platform.

7. Signature upload

Once the account opening form is completed, the next step involves uploading the signature.
This is done by scanning the signature and uploading it as an image. After uploading, a
specific number is displayed, which needs to be copied into the form and taken for
authorization to OI. Following this, the filing process begins, where the form is affixed to a
checklist. The checklist is filled with the date, account holder’s name, and activities that have
been completed. Additionally, the risk matrix of the account holder is printed and attached,
ensuring that all necessary stamps, signatures, and details are in place before sealing the file
in a Nepali file.

8. Customer enquiry

a. Balance Inquiry

Balance inquiries are a common task at the bank, typically conducted in person by customers
visiting the branch. Phone inquiries are not permitted by the bank to protect customer privacy,
even if the caller is the account holder. Additionally, in-person inquiries require the account
holder’s presence; otherwise, the bank cannot disclose the information.

For business transactions involving checks from the first party, the bank can only confirm
whether the specified balance is available in the account. To check the balance, we follow
these steps: Enter the account number into the system to access customer position details or
available balance. The system then displays a breakdown of the balance, including the
opening balance, freeze balance, and available balance for withdrawal. The customer position
detail list also includes information on fixed deposits, such as the amount and expiry date, as
well as the branch where the account was opened.

b. Account holder name

In some cases, individuals other than the account holder, such as relatives, parents, business
associates, or friends, may visit the bank with only the account number and may become
confused about the account holder’s name. In such situations, bank staff need to access the
system to retrieve the correct account holder’s name. This can be done using a similar process
to balance inquiries.

Staff login to the system and navigate to the customer position details or available balance
section to retrieve the account holder’s name. The name may be listed in both short and long
forms, leading to potential confusion. To address this, if there is uncertainty about the correct
name, the customer can pronounce it, and the bank staff will search for it accordingly.

In the system, the name is entered with three dots added after each word, after which the
system proceeds to the next step and displays the requested information. This ensures clarity
and accuracy when retrieving account holder information, even in cases where there may be
variations in the presentation of the name.

C. Demat Number

With the surge in the number of share market participants, banks offer customers the option
to engage in share trading by providing them with a D-MAT form, along with documents
such as Mero Share, CSBA, share department information, and an agreement letter. Once
filled out, these forms are submitted, and within a week or longer, a specific 16-digit D-MAT
number is sent from the head office to the branch.
To inquire about their D-MAT number, customers can visit the bank directly or make a phone
call. Retrieving the number involves accessing the system, where verification is required
using the customer's account number, name, and phone number. Additionally, customers may
need to provide details such as their grandfather's and father's names for further verification.

d. CSBA

To apply for an IPO, customers require a CRN (Customer Relationship Number) provided by
the bank, typically consisting of 6 or 7 digits. To obtain this number, customers need to fill
out a CSBA (Centralized Share Business Application) form. Once the form is submitted, the
CRN number is registered by the bank through the system.

4.2 Overall functions and responsibilities of the customer services department

The functions of the Customer Service Department (CSD) can be summarized as follows:

1.Assist customers in completing various forms such as account opening, closure, SMS
banking, e-banking, counter checks, and balance certificates, while ensuring accurate record-
keeping.

2.Address customer complaints promptly, resolving issues whenever possible to enhance

satisfaction.

3.Issue balance statements to account holders upon request.

4.Recommend new products and highlight their benefits to customers.

5.Verify all client-filled forms before inputting them into the system.

6.Manage incoming and outgoing calls efficiently.

7.Organize customer forms into their respective files for easy retrieval.

8.Provide information on available account balances.

9.Welcome customers and cater to their needs.

10.Organize and manage various forms and vouchers, including new account opening forms.

11.Enter personal information accurately into the system.

12.Educate customers on various banking products and services available.

13.Assist customers in opening new accounts, ensuring forms are completed correctly.

14.Scan customer signatures and photographs, including stamps for corporate accounts.

15.Maintain records of issued cheque requisitions and prepare cheque books accordingly.

16.Provide customers with bank statements to review their transactions.

17Communicate important messages to customers and maintain effective communication

channels.

18.Handle ATM-related tasks from request to issuance.

19.Manage photocopying and scanning of account opening forms.

20.Retrieve customer files as needed.

21.Guide customers who require assistance with other departments.

22.Provide necessary vouchers as requested by customers.

4.2.1 OccuranceOccurrence of Issues

1. Delays in work due to system issues often lead to customer impatience and can be
challenging to manage.

2.Loss of pens and depletion of forms during peak hours poses a challenge.

3.Issues with ATM operations can disrupt customer transactions.

4.Difficulties in using mobile banking systems can frustrate customers.

5.Shortages of cheque and statement paper during printing can hamper service delivery.

6.Misunderstandings between customers and staff can arise, impacting service quality.

7.Forgetting to counsel customers or include important details in forms due to rush.

8.Occasional errors in filling out forms or providing incorrect information due to haste

4.2.2 Problems Solved

1.Employees are tasked with addressing dissatisfied customers who visit the bank due to
various system errors, requiring effective resolution.

2.Customers often encounter issues stemming from incorrect or incomplete information

provided by others. Staff ensure that accurate and comprehensive information is provided to
rectify these problems.

3.In some departments, documents and files are occasionally misplaced or missing, hindering
the staff’s ability to update or review them. Interns assist in locating these files to facilitate
smooth operations.

4.Interns are responsible for fielding calls from customers with inquiries, providing assistance
and resolving their queries promptly.

Observed Gaps (What gap did you observe in the department you worked for?)