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 S.no Particulars Page No.
Executive Summary 5

Acknowledgement 6

Chapter 1 Introduction 7-15

1.1 Background of the Report 8

1.2 Overview of the report 9

1
1.3 Duration Of the Internship 9-10

1.4 Training Methodology 11-12

1.5 Objectives Of Internship 13-14

1.6 Brief Introduction of Banking Sector 15

Chapter 2 Area Of Specialization 1 (Finance) 16-22

2.1 Commerce and Management 16-18

2.2 Business and Deposits Policies 19-20

2.3 Products and Services of KCC bank 20-22

Chapter 3 Area Of Specialization 2 (Marketing) 23-27

3.1 Marketing Research 23-25

3.2 Organisation Profile and Bank Structure 26

3.3 SWOT Analysis Of KCC bank 27

Chapter 4 Summary Of Assignment assigned during On-The-Job-Training 28-40

4.1 Practical Work Structure 28-29

4.2 Introduction Practical Work Activities 30

4.3 Credit Department Work 31

4.4 Weekly Practical Report 32

4.5 Work Assignment 33

4.6 Objectives 34-36

4.7 Learning Of the Week 37-38

4.8 Customer Service Department 39

4.9 Overall Learning 40

Chapter 5 Conclusions and Recommendations 41

5.1 Conclusions 42

5.2 References 43

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 ABBREVIATION

ATM Automated Teller Machine.

BOD Board of Directors
CAP Credit Proposal
CRR Cash Reserve Ratio.
CSD Customer Service Department
E – Banking Electronic Banking
HP Hire Purchase
HR Human Resources
KCCB Kangra Central Co -Operative Bank Ltd.
KCC Kisan Credit Card.
KYC Know Your Customers
LTFD Long Term Fixed Deposits
N P A Non Performing Assets
S S M E Small Scale & Medium Enterprises.
S S G Self Help Groups

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Chapter -1
Introduction
Background of the Report

Internship program has become the bridge for those who want to enter to
corporate level from the college life, through internship I got to know the real
working environment that was very much different from my course study.
During my internship, I got a chance to work in the department about General
Banking & Credit Management Of Kangra Central Co-operative Bank Limited
how is it perform all operations. The term I spent at Kangra Central Co-
operative Bank Limited was more engaged with learning part through
assignments. All my experience helped me realize parts like grouping work,
work environment, peering support, carried out in the organization. Thus, the
internship duration provided me with the opportunity to broaden my
knowledge, acknowledge my strengths/weakness that would be more helpful
to shape up my career in the future.

1 . Overview Of Report :

This report entitled “ An Overview Of General Banking & Credit Department “ of

The Kangra Central Co-operative Bank Ltd “ has been prepared as partial
fulfillment of the requirement for the award of degree of Master of Business
Administration under the MBA program of “ Himachal Pradesh University Business
School, Summer Hill, Shimla.
The internee got the opportunities to work at KCC Bank Ltd, one of the
successful and emerging bank in the Himachal Pradesh.
The internee was under the direct supervision of MR. SL Kaushal, Professor,
at Himachal Pradesh University Business School for the internship program. The
report add up the knowledge of how organization obtained the debt financing and
what sort of provision and criteria are required
to meet to different types loan facilities from the bank.

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ii. Duration of Internship

The Internship program endure for 45 days starting from 16 Feb 2022 to12 April 2022.
Internee has spent 45 days period in the following departments :

Table No. 1.1.1

Duration of internship in Different Departments

Sr. No. Name Of Departments Time Period in days
1 Credit Department 10
2 Customer Service Department 12
3 Cash Department 12
4 Recovery Department 11

Training Methodology :

By methodology, we mean how, when, what and where method & techniques
are used to gather the
data , information, make the analysis and represent the collected data to draw up
the report complete,
valuable and more meaningful. In another word, Methodology is the process of
collecting ,
analyzing and interpretation of facts and figure and providing solution of
the problem.

Data and Information collection.

Data information and other necessary materials that are used to make this
report complete and
meaning full gathered from two sources, internally and externally. Some time orally
I have collected
information which is not available. And these can be gathered only
personal experience

Ways of Data Collection

1. Primary Data : First time collected data. As a internee accumulated from

primary data from

a. Observation of Employees : Here primary data are collected through spending

45 days in the kcc
bank during the working hour. Here. I observed the total banking process.

b. Direct Involvement in work.

c. Informal Discussion.

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2. Secondary Data :

The secondary data had been collected from the MIS of KCCB . To
clarify different secondary sources such web site , register book . In this regards
internal sources :
a. Bank Annual Report 2019- 2021.
b. Previous reports and journals relevant to banking industry.
c. Instruction circulation of Head office.
d. Bank issues seminar papers etc.
e. Books And Wikipedia Sources etc

SOURCES OF DATA

PRIMARY SECONDARY
DATA DATA

Fig. 1.1 (Sources of Data Collection Of Prepare the Report )

SCOPE OF STUDY :

The duration of the study was a very short span time. It was very much hard
to complete a report as
well as assigned task by the bank. So I had to complete this study facing very
much time pressure.
This report are cover only Credit Department and General Banking Activities
of The Kangra Central
Co-operative bank Ltd. Especially this report emphasis on the comparison of
different bank interest
rate and deposit schemes , in a financial products . It consider only one Branch
from all well known
public and private banks.
4.
Primary Data Secondary Data
Sampling Procedures and Research Design :
I collected primary data by random sampling basis and my sample size is banking
employees i.e. 7 .
Collected information is processed by the use of computer system. By using MS Excel
and SPSS software to analyzed one year account opening data.

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Limitation Of Study :
I. Inexperience on practical to do so.
II. Not proper to perfectly represents on this task.
III. Sometime data is not available.
IV. Only one organization KCCB Ltd. is taken into consideration.
V. Study is mostly secondary based data .

1.2 Objectives of Internship

Internship is become the key for students to get employment. To get an
employer, a candidate who
has spent time working for a particular industry shows, dedication to a particular
career, enthusiasm
for a particular job and importantly has experience. Moreover, an internship
offers you practical
knowledge of professional career.
I internee have selected to do internship at KCC Bank one of the finest bank
in Himachal Pradesh
banking on the credit department. The Objectives are internship highlighted as :

General Objectives.
Specific Objectives.

I. General Objectives :
To Qualify for the degree of Master of Business Administration.
5.

ii. Specific Objectives :

a. To get the real picture of professional life.
b. To acquire that experience about the activities perform in the credit &
Finance dept.
c. To acquire the knowledge about the document needed for obtaining loan.
d. To Analyze the lending process.
e. To identify the types of loan and their importance of business.
f. To identify the role of loan department in bank.
g. To study the efficiency of the management in present competitive banking
market.

1.3 Brief Introduction of the Banking Industry :

I. Meaning of the Bank

Bank is the lawful organization which accepts deposits that can be withdraw on
demand, pay interest,
clear cheques act as an intermediary and make loan to individual and business
those need it A part
from this bank also provides financial services such as wealth management,
currency exchange, Safe
deposit, locker and vault facility.

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Definition of Banking :

According to Bank Regulation Act Of India (1949)

“ It defines banking as accepting, for the purpose of lending or investment of
deposit pf money the public, repayable on demand or otherwise or withdraw
able by cheque, draft order or otherwise.”

II. FUNCTIONS OF BANKS :

A. Primary Functions : Accepting Deposits and Granting advance are the main
primary function of
the bank.

1. Accepting Deposits : The bank collects deposits from the public. These
deposits can be different
types such as :
6
I) Saving Deposits ii) Current Deposits iii)
Fixed Deposits iv) Recurring Deposits.

2. Granting of Loan and Advances :

The bank advances loans to the business community and other

members of the public. The rate charged is higher than what pays on
deposits.. The difference in the
interest rates ( lending rate and the deposit rate) is its profit. The types of bank
loans and advances
are :

I) Overdraft

ii) Loans

iii) Cash Credits

iv) Discounting of Bills of Exchange.

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 Functions of
Banks

SECONDARY
PRIMARY
FUNCTIONS FUNCTIONS

ACCEPTING AGENCY
DEPOSIT FUNCTION

GRANTING UTILITY
ADVANCESA FUNCTION

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Functions of Banks
PRIMARY
FUNCTIONS SECONDARY
FUNCTIONS
ACCEPTING DEPOSIT
GRANTING ADVANCESA
AGENCY FUNCTION
UTILITY FUNCTION

B. SECONDARY FUNCTIONS :
The bank performs a number of secondary functions, also called as non banking functions.
These
important secondary functions of banks are explained below.

1. Agency Functions :

The bank act as an agent of its customers. The bank performs a number of agency
functions which
includes :
I ) Transfer of funds. Ii ) Portfolio Management.
Iii ) Collection of Cheques. Iv ) Periodic Collection.
v.) Periodic Payments. Vi .) Other Agency Functions.

2. Utility Functions

The bank also performs general utility functions , such as :

I ) Issue of Drafts ,Letters of Credits etc.
ii ) Locker and ATM Facility.
Iii ) Underwriting of shares.
Iv ) Dealing in Foreign Exchange.
V ) Project Reports.
Vi ) Social welfare programs.
Vii ) Other utility functions.

CASH RESERVE RATIO :

Bank are required to maintain CRR ratio as prescribed by central

bank. CRR is the percentage of deposits liability to be retained by commercial bank
and other deposit
money bank as prescribed by central bank.

1.4 INTRODUCTION OF KCC BANK LTD

The Kangra co-operative Bank Ltd started as very humble condition way as a small
thrift/credit society in March 1960 by a few friends of Distt. Kangra of Himachal Pradesh to
help out of the people of Himachal residing in Delhi to uplift their economic conditions and
tide over the financial hardships, Dedications, sincerity and honesty of those members
brought rich fruit and this credit society grew up into a big society within 12 years after its
formation and successful running was converted into primary urban cooperative bank in
1972 by RBI permitted to carry out to banking activities including acceptance of deposits
from non- members by opening their savings, current, RD
A/c’s.23 years there from in june 1995 it was granted a license to carry out the
banking business by

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RBI.

1.4.1 History Of KCC Bank :

The Kangra Central Co- operative bank Ltd Dharamshala was registered on 18
March 1920. It was
established to facilitate the operation of the Primary Co – operative
societies affiliated with it by
raising resources and acting as balancing centre. It was granted license to
Open Branchres and
consequently Six more branches were added in February, May, December 1996,
June 1998, October
2008 and last in July 2009. The main branch along with its service
branch arbitration and recovery
department is situated in its own three storied building at Pacarana. It purchased
another building in
April 2008 At Jagatpuri where its one of the existing Branches has already been
functioning.
Bank enjoys Grade A audit classification since long Govt of NCT of Delhi gave
to the bank ‘Best
Bank Award’ for the years 2004-05,2007-08,2009-10 and 2011-12.
Bank is giving dividend to its shareholders regularly and lastly declared @18%
the highest declared
so far, Bank has also introduced three schemes of welfare nature for its
shareholders.

Welfare Schemes Of Membership

1. If form the membership of the bank existing as on 31st December 2013, any member
dies, his nominee will be given a death grant of Rs 25000/ from member welfare
Scheme and
it and if he has taken any loan , then loan amount up to Rs 75000/ will be exempted
from interest.
9.

2. Any member enrolled after 31st December 2013 if dies before attaining a membership of
10 years, his nominee will be given a death grant of RS 15000/ from Member Welfare
Scheme and Loan up to RS 50000/ if will be taken from exempted from interest.

3. Any Member enrolled after 31st December 2013 if dies after completing membership
of 10 years, his nominee will be given a death grant of RS 25000/ from
4. Member Welfare Scheme and Loan up to RS 75000/ if taken will be exempted from
interest, the second one is where scholarship @ 75000/, if taken will be exempted from
interest, the second one is where scholarship @ RS 150/ & 200/ per month is
given to the
brilliant wards of the members and staff I and third one is to give one time
incentive to those
wards of members who get 90% marks in Board Examination. Amount of
Incentive is RS
3100/ & RS 5100 for 10th & 12th class respectively.

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CHAPTER 2

Area Of Specialization 2

2.1 COMMERCE & MANAGEMENT

Branches spread through out the state of Himachal Pradesh. There are
85 branches of all banks which are serving in the urban areas of the state,
250 branches are serving in the semi urban areas and1331 branches are
serving in the rural areas of the state. In order to fulfil the demand of long
term credit, the Himachal Pradesh state co-operative agriculture and rural
development bank play in important role. On the other hand, Kangra primary co-
operative agriculture and rural development bank which is located in Dharamshala
provides medium and long term financial assistance for agriculture and allied
activities with its 16 branches in 3 Distt’s namely Kangra, Una, Hamirpur. There are
5 urban co-operative banks eating to the credit needs to their members in
the urban areas of Himachal Pradesh.
As for as the rural short term credit co-operatives are concerned, there is an
apex state cooperative bank and 2 dist. central co-operative banks financing in
the concerned districts of their functioning areas. The Himachal Pradesh state
co-operative bank is the apex bank
which also discharges its co-operative role as district central co-operative bank in
6 Ditties.
Shimla, Kinnaur, and Sirmour respectively.

1.4.3 MISSON :

KCC Bank’s began operation in 1995 with a simple mission to be a world

class Indian bank . We
realized that only a single minded focus on product quality and service excellence
world help us get
there. Today the bank is on the way towards that goal. It is currently gratifying that
its efforts towards
providing customer convenience has been appreciated both nationally and
internationally.

1.4.4 TECHNOLOGY.

KCC Bank Ltd Operations in highly automated environment in term of information

Technology and communication systems . All the branches have online
connectivity, which enables

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the bank offer speedy funds transfer facilities to its customers.
12.
The Bank’s business is supported by salable and rebuts systems which ensure
the our clients always
get the finest services we offer.
In each of the business, the bank has succeeded in leveraging in market
position. Expertise and
technology to create a competitive advantage and build market share.

BUSINESS.

KCC Bank offers a wide range of commercial and transactional banking service
and treasury
products to wholesale and retail customers. The Bank has two Business
Segements :

1. Whole Sale Banking Services

2. Retail Banking Services.

A. WHOLE SALE BANKING SERVICES :

a. Large Range of small and mid size and agricultural business.

b. Provide commercial and Transactional banking services.
c. It includes working capital finance, trade services, transaction services, cash
management etc.
d. Provide Insurance policies in whole customers.

B. RETAIL BANKING SERVICES :

a. It provide Target Market customers a full range of the financial products
and banking
services, giving the customer a one stop window for all banking requirements.

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b. So as well as provide alternative delivery channels like as ATM’s, Mobile Banking,
Net Banking etc.

1.4.5.1 Vision Document For 2016 -2017 to 2017 – 2018.

All the branches are fully computerized with CBS. The implementations of CTS,
NEFT/ RTGS, ATM
has already been done . Board of Directors has also prepared a “ VISION
DOCUMENT” for 2016-17
to 2017-18 according to which various targets have been fixed.

1. Membership has been planned up to 48,000.13.

2. Share Money up to 31 cores.

3. Deposits to increase 850 crores from 730 crores.

4. Efforts will be made to maintain the highest percentage of dividend clienntent

1.50 lakhs.

5. ATM Card holders up to 17000.

6. To purchase two buildings.

7. To be Eligible for schduled status.

8. To open two Branches.

9. To computerized HO & CRD

10. To get “A” RBI inspection Rating.

11. To Open onside ATM’s in all branches.

12. To make customer service quick and satisfactory.

13. To Arrange minimum two lectures in a year on important topics such as

a. Investment Schemes.
b. NPA, Credit Appraisal, KYC Norms.
c. Customer Services.
d. Internal Control Profitability.

14. To Maintain Net NPA 0 % and gross NPA not more than 4.5%.

1.4.6 Deposit Policy

Customers are most important visitors in our premises they are not dependent on us
we are dependent
on them. We are determined served them in particular and our community as a

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whole in general with
smile to their utmost satisfaction through co-operatives.

Types of Deposit Accounts :

1. Saving Account.

2. Current Account.

3. Term Deposit Account.

1. Saving Bank Account :

Saving Bank account is very name suggest that is intended for savings for the
Future.

There are no restrictions on the number and amount of deposit that can be made
on any day.
Minimum amount of withdrawal /deposit is RS 10 . Balance in the account
earns interest Rate by the
Head Office from time to time. The facility of withdrawal by cheque is also
allowed subject to
certain organisations and agencies as approved by RBI.
As required by Law, while opening the account we will satisfy ourselves about
the identity, including
verification of address of a person seeking to open an account, to assist in protecting
the prospective
customers, members of the public and ourselves against fraud and other misuse
of the banking
system duly observing know your customers (KYC) guidelines of RBI.

2. Current Account :

Current Accounts are designed to meet of the needs of such sections of the public
who operate their
account regularly and frequently . Traders, Businessmen, corporate bodies or the
like who receive
money and make payment very offen . Current Accounts are suitable to
such category of customers
as there are no restrictions on the number of withdrawals or deposit. It can be
opened by :

1. Individuals.
2. Partnership Firms
3. Private and Public Ltd. Co.
4. HUF’s / Specified associates.
5. Societies and Trust Etc.

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3. Term Deposit Account :

The Deposit Received by the bank for a fixed period withdraw after the expiry of the
fixed period
and include deposits such as Recurring and Fixed Deposits Etc.
Term Deposit can be opened by

1. Individuals and Partnership Firms.

2. Private and Public Ltd Companies.
3. HUF and Societies /Trusts Etc.

4. General Accounts :

1. Joint Account.
2. Special Type Account.
3. Minor Accounts
4. Accounts of illitrate Persons.
5. Account of Blind Persons.
6. Repayment under joint accounts.

Depositors Rights

1. Right to INFORMATION

A deposit will have right to information about charges, quality or standard of

the services offered by
the bank to enable him/her to take an independent decisions.

2. Right to CHOOSE

A depositor will have the absolute freedom to choose among the various services
offered by the bank
to suit his/ her requirements.

3. Right to Utilize the PRODUCTS & SERVICES

To right a depositor choose and utilise of Products & services according to our
facility

PERSONAL BANKING PRODUCTS & SERVICES

PRODUCT SCOPE

Kcc Bank Ltd Offers a bunch of Products and services to meet the every need of
people . The
Company Cares for both individuals as well as corporate and small and
Medium entreprises. For
Individuals and cards assist the customers.
The customers are choose the suitable one from a range of products which will
suit their life stage
and needs.For organization the company has a host of customised solution the

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range from funded

services and non funded services, value addition services, mutual funds. Etc. The
affordable plans
part from providing long term value to the employees help in enhancing goodwill
of the company.

ACCOUNTS & DEPOSITS

Saving Account

a. Saving Plus Account

b. Saving Max Account
c. Senior citizen Account
d. Insitutional Savings Account
e. Payroll Salary Account
f. Clasic Salary Account
g. Regular Salary Account
h. Pension Saving Account
i. Family Saving Account
j. Kisan Saving Account.

2. Current Account.

a. Plus Current Account

b. Trade Current Account
c. Premium Current Account
d. Regular Current Account
e. Max Current Account

3. Fixed Deposit Account

a. Regular Fixed Account

b. Super Saver Account
c. Sweep In Account
d. Recurring Deposit Account
e. Demat Account
f. Safe Deposit Locker.

2. LOANS
a. Personal Loans
b. Home loans
c. Two Wheeler Loans
d. New Car Loans
e. Used Car Loans
f. Commercial vehicle Finance
g. Working Capital Finance
h. Construction Finance
i. Investment and Insurance
j. Mudra Gold Bar

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3. FOREX SERVICES

a. Trade Finance
b. Foreign Currency Cheques & Deposits
c. Payment Services
d. Visa Money Transfer
e. NEFT & RTGS Services.
f. Mobile & Internet Banking
g. Branch Network
h. ATM & Locker Facilities.

4. Cards

a. Silver Credit Card

b. Gold Credit Card
c. Women’s Gold Credit Card
d. Platinum Plus Credit Card
e. Value Plus Credit Card
f. Health Plus Credit Card
g. KCC Bank Idea Silver Credit Card
h. KCC Bank Idea Gold Card
i. Wholesale Banking Services
j. Funded Services
k. Non- Funded Services
l. Value Added Services
m. Internet Banking
n. Corporate Salary Account
o. Tax Collection

5. NRI Banking Services

a. Rupee Saving Account

b. Rupee Current Accounts
c. Rupee Fixed Deposits
d. Foreign Currency Deposits
e. Accounts for Returning India

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Chapter 3
Area Of Specialization 2 (Marketing)

ORGANIZATION STRUCTURE OF KCC BANK LTD.

The management of affairs of the bank shall best as defined in the laws in the
following
boddies and officers.
The General body shall determine the General Policy of the bank
1. The Board Of Directors.
2. The Executive Comitee.
3. The Managing Director.
4. The General Manager.

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 ADMINISTRATIVE SET UP OF BANK :

1. Board of Directors.
2. Chairman.
3. Managing Director.
4. General Manager.
20
5. Deputy General Manager.
6. Zonal Manager.
7. Branch Manager.

ORGANIZATION SET UP BY BANK

1. Head Office.
2 Zonal Office.
3 Branch Office.

3.1Our Organization Profile

Details of THE KANGRA CENTRAL CO-OPERATIVE BANK LTD,
NAGROTA SURIAN.

Bank: THE KANGRA CENTRAL CO-OPERATIVE BANK LTD

Address: NAGROTA SURIAN TEHSIL JAWALI

State: HIMACHAL PRADESH

District: KANGRA

Branch:Nagrota Surian

Contact: Vinod Kumar Choudhary

IFSC Code: KACE0000027 (used for RTGS, IMPS and NEFT transactions)

Branch Code: Last six characters of IFSC Code represent Branch code.

MICR Code : 176850178

About Branch Office Nagrota Surian For The Financial Year 2022 -
23
Total Number of Employees = 5

designation of Branch Manager Mr. Vinod Kumar Choudhary

Junior Asistant Manager Mr. Alok Thakur
Senior Clerk Mr. Monika Bhatnagar
Cashier Mr. Ankit Dhiman
Peon Mr. Mahinder
Sr

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 • Dosarka IFSC Code consists of 11 Characters:
• KACE0000027
• First 4 characters represent the entity (KACE#######)
• Fifth position has been defaulted with a '0' (Zero) for future use
(####0######)
• Last 6 character denotes the Dosarka branch identity (#####000042)

The Kangra Central Co-Operative Bank Nagorta Surian Branch Kangra,

Himachal Pradesh Details

Kangra Central Bank Nagrota Surian Branch Address: TESHIL-

Jawali DISTT. kangra H.P.. Email id of The Kangra Central Co-
Operative Bank Sujanpur Tihra Branch is PIN Code is 176027, Toll Free No :
1800-180-8008 Email ID: [email protected] , [email protected] ,
[email protected], [email protected], IFSC Code is KACE0000027, Nagrota
Surian branch code is 000027. MICR No is 176850178.

Particulars Amount ( Fig. in

thousands)
(1.5.2 KCC BANK PROFILE:

KCC Bank History

Come in existence in 17th March 1920.
1 Poinneer banking institution catering needs of public and co- operative societies in
Kangra and
Lahul Spiti.

2. Indora banking union was merged and 2nd branch open at Nurpur in Jan. 1956.

3. Plampur banking union was merged and 3rd branch of the bank opened
at Plampur in Jan 1957.

4. 4th Branch of the bank opened at Hamirpur in oct.1967.

Main Head Office Details Of Kcc Bank Ltd.

Leading Co – Operative bank in North India.

Head office Situated in Dharamshala Distt Kangra (H.P.)

Name Designation

Company Name The Kangra Central Co-Operative Bank Ltd.

Establishments Year March 1960

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 Mr. Jagdish Sepahia Chairman

Mr. Kuldeep Singh Pathania Vice- Chairman

Mr. Ajit Paul Mahajan Director

Mr. PC Akela (HAS) Managing Director

Mr. Sudhir Katoch Deputy Registrar

Mr. Ashok Puri General Manager.

Address: H.O. Kachehri Road, Jawahar Nagar Dharamshala , Distt.

Kangra Himachal Pradesh
176215.Bank has tie ups Axis Bank, HDFC Bank and ICICI. Bank and also with
Maruti Udyog Ltd.

VISION :

To emerge as the most trusted, admired, sought after world class financial institution,
and to be
the most preferred destination for every customer and investor and a place of pridge
for its
employees

3.2 SWOT ANALYSIS

Introduction of SWOT Analyses

A SWOT analyses is a structure planning method used to evaluate the
strengths, weakness,
opportunities and threats involve in a project or in a business venture. A
SWOT analyses can be
carried out for a project, place, company, firm or person. It involves specifying
the objectives
Organization or project and identifying the internal and external factor that
are favrorable and
unfavorable to achieve the objectives. The degree to which the internal environment
of firm matches
with the external environments expressed by the concept of strategic fit.

1. STRENGTHS : characteristics of the business or project that give it an

advantage over
other.

26 | P a g e
2. WEAKNESS : characteristics that place the organization or project at a
disadvantages over
other.

3. OPPORTUNITY : elements that the project could exploit to its advantage.

4. THREATS : elements that environment could cause trouble for the

business or Project.

1. STRENGTH :
2. The biggest strength of bank is direct banking channels. As direct banking
channels saves time and money both as a customer does not need to go to bank
for any kind of
transaction except cash withdrawal and cash deposits all other things are
done sitting anywhere in the
world.
a. All services and products of Kcc Bank are available through direct banking
channels.
b. Free ATM , Mobile and Net Banking Services.

c. Very Easy to Access and use.

d. A highly Personalized Services provided by the bank.
e. KCC Direct Banking Channels provide Real Time and Accurate Information.

2. WEAKNESS :

a. Resistance to change
b. One Should have the knowledge of the operation of the computers and all of
course the
internet.

3. OPPORTUNITIES :

a. Centralized banking makes easy for KCC Bank to provide services to

customers. b. Huge Markets of Shareholders

4. THREATS :

a. Vulnerable to reactive attack by competitors.

b. Attacks of Web Hackers.
c. Lack of infrastructure in rural areas could constrain investment

27 | P a g e
 Chapter 3

Summary of Assignment Assigned during On-Job-training

WEEKLY PROGRESS REPORT

WEEK NAME OF WORK WORK STATUS

ASSIGNED

1st Know about the bank Accomplished

2nd Know about the working Accomplished

of Bank

3rd Work in Customer Service Accomplished

Department

4th Work in Credit Accomplished

Department

5th Work in Cash Department Accomplished

6th Work in Recovery Accomplished

department

7th Work in open different Accomplished

Bank Account

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 CUSTOMER SERVICE DEPARTMENT

Customer service is an important, but broad concept in the banking industry. In essence,
banks are service-based businesses, so most of their activities involve elements of
service. While they do sell banking and financial products, there is often little tangible
product variation among their offerings. Customer service managers generally deal
directly with service issues, but several other common banking jobs involve service.
Teller
An often underappreciated element of a bank's service is the level of friendliness and
helpfulness offered by front line service employees. Tellers essentially serve as the "face"
of the bank to regular customers. They're the ones visitors typically interact with for routine
checking and savings transactions. Thus, service-oriented, helpful people in these roles
greatly affects a bank's customer service performance and reputation.
Personal Bankers
For customers with more involving banking needs, personal bankers usually enter the picture.
Bankers generally meet with customers interested in setting up new accounts or getting more
information on banking products. They also handle many of the issues or problems customers
have, such as unexpected bank fees or transaction errors. Banks do often have customer
service managers that step in to deal with the most significant customer service concerns.
Loans
The loan or finance side of banks has its own customer service situations and processes as
well. Mortgage consultants inform customers about new loan and refinance options and help
with applications. During and after the loan approval process, members of a bank's loan
division communicate with the customer about any paperwork requirements. They also
update them on their loan status. Loan officers and service employees also field loan
payment and servicing questions from existing loan customers.
Self-Service Ironically, one area in which bank customer service is assessed is in its
provision of self-service banking tools. In the early 21st century, customers are often more
concerned with banking efficiency than the personalized in-branch experience. Online
banking tools, including the ability to move money between accounts and to pay bills online,
are examples. ATMs and mobile banking are additional options banks often provide to
customers looking for self-service opportunities.

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 Duties & Responsibilities of a Customer Service Representative

A customer service representative interacts with a company’s customers to provide them with
information to address inquiries regarding products and services. In addition, they deal with
and help resolve any customer complaints. For instance, a customer representative may assist
you in opening an account or help you to resolve a problem if you cannot access your account
or if your order never arrived. Usually, customer service representatives gather their
information via a telephone call.
Handling Problems
Customer inquiries often involve some form of complaint that the customer service
representative must handle in accordance with the company’s guidelines and policies.
Sometimes, the representatives may attempt to solve the problems or at least propose some
solutions. Some representatives may also be authorized to send customers their replacement
products or reverse erroneous fees. Others may function like gatekeepers, getting information
on the problem and passing it along to someone else to solve. Customer service
representatives must make sure first that the complaints made are valid and must do whatever
they can--within the bounds of their authority--to make sure the customer is satisfied when he
hangs up the phone.
Assisting in Sales
Selling the company’s products and services may be part of a customer service
representatives job, even though he may not be part of the sales division. Some
representatives may provide product or service information to assist customers in making
a decision about a product to buy. Customer service representatives may also help
generate sales leads. For instance, after addressing a customer’s inquiry, the representative
may attempt to sell them some new products upgrades. For instance, he may suggest
upgrading your cable service.
Clerical Tasks
The job of a customer service representative may also involve clerical responsibilities. Such
duties may involve answering telephone calls and making the appropriate transfers. For
example, when a customer makes an inquiry about Internet broadband, the representative can
transfer the call to a technical service representative. Other duties include processing new
client accounts, maintaining customer accounts, implementing changes to existing accounts,

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and filing documents and other paperwork.
Job Specific Responsibilities
Almost all types of organizations employ customer service representatives and often their
duties and responsibilities vary depending on the type of the organization and industry.
For example, customer service representatives who work in banks may have similar duties
to bank tellers, counting money, cashing checks and servicing accounts. Those working in
insurance companies may be required to handle paperwork dealing with policy renewals.
Customer service representatives who work for communication and utility companies may
assist customers who have outage or other service problems.

CREDIT DEPARTMENT

Fu n c t i o n s o f Cr e d i t A d mi n i s t r a t i o n De p a r t me n t :

Basic principles of Loans & Advances:

• Aggregate loans and advances shall not exceed the Bank’s net worth or 65% of
• customers deposit whichever is lower (excluding loans and advances covered by
specific counter -finance arrangements).

• Within the aggregate limit of loans and advances as mentioned in (1) above 50%
of lending will be small industry sector in accordance with prescribed norms of the
government and the Central Bank in terms of the banks objectives with 50% to the
commercial sector. No term loans will be approved for the commercial sector.
Exceptions will be rare and will require approval of the Executive Committee.

• All lending will be adequately secured with acceptable security and

margin requirement as laid down by the Head office credit committee.

• The bank shall not incur any uncovered foreign exchange risk (currency exposure)
in the lending of funds.

• The Bank shall not incur any risk of exposure in respect of unmatched rates of Interest
of funding of loans and advances beyond 15% of outstanding loans and Advances.

• End - Use of working capital facilities will be closely monitored to ensure

lending used for the purpose for which they were advanced.

• Country risk in loans and advances will be accurately identified and shall be within
the country limits if any approved for the bank. The same treatment will be given to
country risk arising out of contingent liabilities relating to Letters of credit and
letters of guarantee.

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 • Loans and advances shall be normally funded from customers’ deposits of a
permanent
• nature, and not out of short-term temporary funds of borrowings from other banks or
through short-term money market operations.

• The aggregate outstanding loans and advances (excluding loans advances covered by
specific counter finance arrangement) shall be dispersed according to the follow in
guidelines (subject to item above whereby 50% of lending being to small industry
sector).

• Spreads over cost of funds on loans and advances and commissions and fees on
other transactions

• should be commensurate with the rating of the borrower, quality or risk and
the prevailing market conditions.

• Credit risk evaluation will include an accurate appraisal of risk in any credit exposure
is highly subjective matter involving quantitative and qualitative judgments. The
financial statements of the borrower do not always provide a complete picture of the
borrower

CASH DEPARTMENT

Cash is the most volatile and liquid Current Asset of Bank’s Balance Sheet and as
such it demands special attention of Efficient Management. Cash Department plays a
paramount role in creating good perception among the customers about the services
of a bank. Cash in-charge, ideally a senior level officer with direct experience in cash
management shall be responsible in performing good cash management. good Cash
Management constitutes the following roles.

Receipt of Cash
Before receiving cash from depositors in Pay-in-Slip / Credit Voucher the concerned
cash official(s) shall:

1. Verify / check the (a) Title of Account, (b) A/C Number, (c) Amount in Words
and Figures, (d) Date, etc. written on Pay in Slip / Credit Vouchers with the
records of computer program and shall satisfy on their correctness and
genuineness.
2. Carefully check and Count the Currency Notes
3. Write down denomination
4. Affix Cash Received stamp
5. Make entry of particulars of the Cash Received
6. Verify entries / Particulars of Pay-in-Slip / Credit Voucher with those of the Cash
Receiving Register
7. Keep Cash in the Drawer of Cash Counter under lock and Key (within Counter
limit) during transaction hours.

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Payment of Cash

While Paying Cash against debit instruments namely Cheques, Demand Drafts (DD),
Pay Order (PO), Pay Slip (PS), SDR, FDR, etc. and also against other debit
instruments issued under scheme deposits of the Branch as well as Cash Debit
Vouchers, the following formalities have to observed.
▪ Verify Genuineness & Authenticity of the instrument, make posting, passing &
cancellation of the Cheques and, thereafter, count relevant cash and note down
denominations there against on reverse/ back side of respective instruments/
vouchers.
▪ Obtain 2nd signature of payee/ recipients on the back of the instruments, affixing
stamp and cancellation of instruments.
▪ Enter particulars of instruments/ Cheque in Cash payment register in Serial order
and write down that serial number in a red circle to be made on the face of the
instruments.
▪ And finally after completion of all above formalities the Cash official, upon
satisfaction, shall pay/ handover cash against the instrument/ cheque to the
payee/ Recipients.
▪ However, paying cash official(s) shall hold all paid debit instrument(s) until cash
is closed and handed over to Cash-in-charge at the close of business.

Balancing of Cash Receiving Register

After receipt of total cash during the day the ‘Cash Receiving Official’ shall
(i) aggregate the amount after the last entry in the ‘Cash Receiving Register’,
(ii) write down the total amount in words and figure under the summation and
ensure that it is okay and the figure agrees with the computer-generated
supplementary figure.

Balancing of Cash Payment Register

Paying Cash shall accomplish the following formalities:

▪ Make date-wise entry of all payment Vouchers in “Cash Payment Register” in

serial order.
▪ Make sure that total amount of such payments of the day agrees with the total
amount shown in the parallel computer generated supplementary.
▪ Write down the total amount of cash paid during the day both in words and
figures in ‘Cash Payment Register’ and authenticate the same by full signature.

Writing and Checking of Cash Balance Book

After Balancing of (i) Cash Receiving Register and (ii) Cash Payment Register by the
respective Cash Officials, Cash In-Charge shall prepare and sign the Cash Balance
Book and shall submit the same to the Deposit In-charge/Manager Operation (MoP),
who, upon satisfaction about its accuracy and genuineness shall authenticate the
same by his / her countersignature thereon.

Checking / Closing of Cash and writing of Cash Position Memo

At the end of day’s Cash transaction Cash In-charge shall Count, Sort and Balance
the remaining cash (after receipt & payment) and shall prepare and sign the Cash
Position Memo. However, Deposit In-charge / Manager Operation shall check and

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confirm that the figures mentioned in the Cash Position Memo agree with the total
figures of (i) Cash Payment Register, (ii) Cash Receiving Register and (iii) Daily
Affairs (cash in hand figure) and, upon satisfaction, shall authenticate the Cash
Position Memo by his full signature / countersignature.

Safe Custody of Cash (after transaction) over night

Cash balance of the counter at the end of a day together with Cash in Safe (if any)
shall be preserved in the ‘Fire Proof Iron Safe’ of Branch’s Vault for Safe-Triple-
Custody until next reopening of the Vault. But before storing cash in the Iron Safe,
the Triple Custodian shall additionally ensure that entire cash i.e., Closing Balance of
the day as per Cash Position Book (Balance Cash of Cash Counter and remaining
Cash Iron Safe) are accurate and correct.

Vault Register
Cash In-Charge shall Maintain Vault Register for keeping record of Cash Movement
to and from the Iron Safe. Denominations of Cash in Hand mentioned in the Cash
Balance Book must match with the denominations recorded in the Vault Register at
the end of day’s transaction.

Cash-in-safe, Cash-on-Counter and Cash-in-Transit Limit

Branch must handle cash within Cash-in-Safe, Cash-on-Counter and Cash-in-Transit
Limit duly approved by Head Office. Excess cash over the approved limit shall not be
held in the Branch at any time either on Counter or in Iron Safe. However, the Cash
In-charge, under due record & acknowledgment in the relevant register, shall
immediately move the Excess Cash of the counter, to the Strong Room during
transaction hours.

Cash Enclosure
Access of unauthorized person(s), including officials of other departments, to the
Cash Enclosure of the Branch, is strictly prohibited. Only the officials working in the
Cash Department shall have access to the Cash enclosure but normally they will not
be allowed to go outside the Bank premises until entire cash is balanced and handed
over to the Cash-in-Charge. Counting, Stitching / Banding of cash (as per
instructions / guidelines of Bangladesh Bank/ Head Office) should be made inside
Cash Enclosure by the concerned staff(s) who will not be allowed to leave Cash
enclosure until cash is duly handed over to the Cash-in-charge in his full satisfaction
& acknowledgement.

Safety / Security of Strong Room during Transaction Hours

Strong Room / Vault must be kept Closed / Locked during transactions hours under
Joint Control of two key holders from Triple Custodians and both the Joint
Controllers must be present whenever the strong room is re-opened during the Day /
Office Hours. Cash In-charge must keep his / her hand balance (exceeding counter
limit) in a steel box under lock & key in the strong room.

Maintaining vault limit

Branch has to ensure the vault/cash in safe limit as set by the Head Office time to
time. Cash in excess of vault has to be deposited immediately with BB/Sonali Bank or

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designated cash feeding branch.

Security Measure of Cash-in-Transit

Branch shall ensure adequate and effective security measures while carrying cash to
and from link branches of the Bank and Bangladesh Bank / any other banks, where
the branch maintains Bankers’ Account.

Rotation of Cash Officers’ Duty

Rotation of duties between Paying and Receiving Cash Officials should be made at
regular monthly frequency.

Surprise Verification of Cash

Head of Branch (Hob) shall make surprise verification by physical counting of entire
Cash-in-Safe at least once a month and shall confirm its accuracy with the remarks
“Entire Cash Checked and Found Correct” on the particular page of Cash Position
Book under his / her signature.

Recording Denomination of Note(s) / Coin(s)

Cash at Bank (in hand, in iron Safe / Vault and on counter of Branch) is to be noted
down denomination-wise in Cash Position Book and that denomination must go with
the denomination to be recorded in the Vault Register at the end of transaction of the
day. Again, cash official shall record denominations of all the cash received and paid
daily on the back of each respective credit and debit voucher.

Packing / Banding of Currency Notes

Currency notes in till of the Branch are to be packed denomination-wise separately
with 100 pieces in each packet and those packets shall be stitched / banded as per
specification of Bangladesh Bank. A cash slip (fly leaf) bending at left side of each
packet is to be passed and signed by the official who has counted / verified the notes
in the packet. Branch’s rubber stamp (round seal) is to be affixed on both sides of
each packet covering part of Cash Slip (fly leaf) and a part of the currency notes. Cash
balance with less than 100 pieces notes (unstitched / unbranded) is to be kept
denomination-wise in separate loose packets. 10 packets of 100 pieces notes in each
packet (100 x 10) shall make a ring / bundle which should be tied up with rope and
stacked denomination-wise in Fireproof Iron Safe(s) under Triple Custody.

Soiled Notes
Branch, with due record in a register, shall always keep Soiled and Mutilated Notes
separated from the notes for circulation and shall arrange Change of the same at
necessary interval from Bangladesh Bank / Sonali Bank Ltd. / Main Branch of the
Bank to avoid irrational accumulation.

Forged Notes
Whenever a forged note is detected in branch the matter must be brought to the
notice of Head of Branch (Hob) for disposal in the light of directives issued by
Bangladesh Bank.

Coins to be kept in Bags

Coins should be kept denomination wise in bags of uniform size. A Cash Slip Form,
with description of the coin, signed by two officials who counted and checked them,

35 | P a g e
should be placed inside each coin bag. Bags full of Coins are to be stored in the Iron
safe in orderly manner.
All coin bags in Iron Safe are to be checked to ascertain genuineness and accuracy of
its contents.

Cash Shortage / Discrepancy

Any discrepancy in cash (excess payment / short receipt, forged, mutilated,
counterfeit, notes, etc.) should immediately be brought to the notice of Head of
Branch (Hob), who, upon its enormity, (particularly Cash shortage and forged notes),
shall inform Head Office right away. If shortfall is caused due to less receipt / excess
payment, branch authority shall recover the amount from concerned cash official(s)
and or from the concerned customer(s) if he is identified to be liable or culpable. On
failure to recover at the end of the day, the said shortfall shall have to be covered /
made up by debiting “Suspense A/C Cash Shortage” with the concurrence of Head
Office / Controlling Office. Outstanding entry so created in “Suspense A/C Cash
Shortage shall have to be reversed at the earliest by recovering / realizing the money
from the delinquent official(s) and or customer(s) or from both as per their
involvement in the matter. However, Police Action, if required, shall be taken in time
against delinquent official(s) / customer(s) in concurrence with Head Office.

Purchase & Sale of Prize Bond:

When a customer placed the prize bond over the counter, cash official check the
authenticity of the prize bond. Then, he/she put the serial number of the prize bond
into the prize bond and in the purchase register. Then he/she issue cash debit
voucher and pay cash to the customer.

When the customer approaches the cash official to buy the prize bond, the cash
official receive the money in cash of the said prize bond. Then, he/she out the prize
bond from prize bond in hand register serially following first in first out (FIFO)
method. Then he/she issue cash credit voucher and handover the prize bond to the
customer.

Note: during the purchase and sale of prize bond, the cash in charge must sign the
register with counter sign by the Deposit in charge/Manager Operation (Mop).

Sales of Lottery Ticket

Banks usually serve some social activities such as selling tickets for the help of the
society. In this regard, branch always follow the instruction of Head Office.

Receipt of Utility Bills

Cash receiving officer receive the utility bills as per contract of bill authority
(BTRC/Grameen Phone/Titas Gas etc.). Cash receiving officer receive the utility bills
after proper stamping, affixing seal and sign on it. At the end of the day the entire
received amount deposited to a collection A/C & at the end of the month bank remit
the entire bill amount as per contract.

Receipt of Cash After Banking Hours (Evening Banking)

A particular branch, when licensed by Bangladesh Bank, for ‘Evening Banking’
Operation shall receive cash within fixed period of time after closing of the normal
transaction of the day by observing the following procedures:

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▪ Procedure for receiving cash shall be the same as explained earlier under the
caption, ‘Receipt of Cash’. A separate Evening Banking Cash Receiving Register
called “Evening Banking Register” have to maintain.
▪ Cash received during Evening Banking Hours together with the relevant Deposit
Slip / Pay-in-Slip is to be preserved separately in the Iron Safe within the strong
room under Triple Safe Custody as per usual banking practice.

RECOVERY DEPARTMENT
In the Recovery Department we have done a lot of things. Our manager Assigned us
a work in the field. In this field we have given a address of that default person who
have taken a loan from KCC Bank but they not give instalments in proper time. Our
work is just informed him give instalment in timely otherwise they have given
instalments + Penalty.
WEEKLY PRACTICAL WORK REPORT IN DETAILS

1st WEEK: ( 16feb-23feb )

Type your text
Work Assignment: Know about the Bank Management System.

Objective: Type your text

In the first week we have to assigned a work of know about the bank. In this work
we have known the history about the bank. & Also know about the how is it work

Learning of the week:

I have known about a lot of things in this week like as how the bank can perform
all the operations

2 WEEKS: (24feb -2 march)

Work Assignment: How to opening a New Accounts in Bank :

Objective: To gain the Practical Knowledge Of opening a Accounts :

This is the primary and

important function of bank employees. Also, it is my objective of how to open a
new account.
Accounts are not personal also take different type accounts internship period.

Learning of the Week:

I learn about how to open a new bank account. In this stage, I follow some
steps:
1. Fill up the personal details of customers in application form i.e.
a. Name, Address, Contact No. Id Proof etc.
2. Type of account will be open by customer i.e.
a. Saving Account, OR Current A/c.
b. RD A/C OR FD A/C.

37 | P a g e
c. Loan A/C.
3. PAN Card Number (If any)
4. KYC i.e., Aadhar Card Number.
5. Nominee of Account and Fill the details of Nominee.
6. Signature of Accountholder and their Nominee.
7. After Fill the Application form Enter the details of Management system on
Different screens
and Scan the Documents and open the account some rupees.
8. After provide the Bank Passbook of Customer.
33
So, bank account is the most important work in employees and I gain more
knowledge about
this work and accomplished by successfully.

WEEK 3: ( 3-8 march)

Work Assignment: Loan Providing Services.

Objective: To Know how to provide a different types loans by bank :Loan is the
another importance

function of the banking organization. In this week, I focus on the loan, because I
know about the loan
procedures and I am interested to know bank how to provide a loan. Because Loan
is the source of
income generation and bank maintain the NPA Management Policy through the loan.

Learning of the Week: In this week, I achieve that THE KCC Bank What types
loans are provided
the customers. The following loans are providing are follows:

Types of Loans Providing the KCC Bank Ltd.)

Maximum Credit Limit

1 Kisan Credit Loan:

Crops Loan. (Agricultural Activities)
Allied Activities.
12 Months 10000 Not more than 25,000

2 Vehicle Loan
Two – Wheeler and
Four – Wheeler
7 – 20 Years 5,00,000 (New Car) or
2 times of the Annual Income

3 Consumer Loan 5- 7 Years 3,00,000 not less than 35 % of

Gross Salary.

4 House Loan

38 | P a g e
Construction and Repair.
Purchase of Land and Flat.
15- 20 Years 5,00,000 or 35 % of Gross
Salary ( New House)

5 SSI Loans ( Small Scale

Industries) New Entrepreneurs
Expansion Of Business.
5-10 Years 25,000 – 5,00,000

6 SCC ( Swarojgar credit Card Scheme) 5 Years 25000

7 Education Loan 5 Years 25,000 – 5,00,000 or

‘
4 WEEK (20-27 March)

Work Assignment: Prepare the Cash Report and How to Cash Dealing

Objective: To Achieve the Knowledge About Cash Department: It is the

important part or

function of bank, because without cash has been no transaction of banking

system. It is also involving
the collection, handling, usage and cash flow liquidity. So it is very importance to
know me about
banking cash system.

Learning of the Week: In this week , learning that how to entry of Receipts and
Payment of cash
register. And also learn how to dealing with customer . Also I interact with
customer and practically
some work with Cashier in Bank. So I Prepare Daily cash balance report. This tool
is especially useful
when entering a situation where active cash management is required for your
daily cash flow.

5 WEEK ( 28 March-2 April)

Work Assignment : How to transfer of money due to Cheques.

Learning Of the week : In this week , learns that how to transfer the amount of
one account holder to
another account holder. In this transactions are following accounts are Dr. & Cr.

6 WEEK ( 3-9 April)

Work Assignment : Distribution Activities

Objective : To Gain Knowledge about Account Statement ,How To work in

39 | P a g e
Customer service
Dpartment.

Learning of the Week :

Distribution Function in mainly three types which are mention below :
a. Account Statement .
b. Cheque Book Distribution .
c. ATM Distribution.

7th Week (9-12 April)

Work Assignment: Distribution Activity

Objective: To open a different Bank Account

Learning of the week: I have learn in Brief of bank account

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 CHAPTER 3
RECOMENDATIONS & CONCLUSION

OVER ALL EXPERIENCE & LEARNING DURING THE TRAINING

During my 45 days Training I have learnt a lot of things. Because I have never work
in banks before my training. The over all experience of my training is to good. I
have also learnt the working of the banking . I have perform the different operations.

1. I have work in different departments

2. During my training I have learnt that how to perform bank operation.
3. During my training I have learnt that the various services given by bank
to customers

41 | P a g e
Conclusion

I have done 45 days training in Kangra Central C0-Operative

Bank Limited Nagrota Surian. I have learned a lot of things in the
bank. During my training program I also learned how the bank
performs its functions. What are the terms and conditions given
by the bank to its customers. I have also worked in various
departments. During working in various departments I have gain
knowledge of different departments like customer service
department, Cash Department, Credit Department, Recovery
Department.

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References

• Bulkalia(2012)
• Day. J. (Jan 2017)
• T. Subramaniam(New Age Publications 2017)
• Dr. RS Singla (VK Publications 2013)
• CR, Research Methodology(2004)

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