| Title: | Commercial Bank of Citizens Bank International Limited |
| Author: | Ms. Alina Shrestha |
| Advisor: | Mr. Bikash Dahal |
| Degree: | บริหารธุรกิจบัณฑิต สาขาวิชาการตลาด (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Marketing (International Program) |
| Major: | บธ.บ. การตลาด (หลักสูตรนานาชาติ) – B.B.A. Marketing (International Program) |
| Faculty: | บริหารธุรกิจ (Business Administration) |
| Semester/Academic year: | 2/2567 (2024) |
Abstract
This report summarizes my 16-week internship experience at Citizens Bank International Limited, Surkhet branch—one of Nepal’s leading commercial banks. It is licensed as an ‘A’ class financial institution by Nepal Rastra Bank. The bank is headquartered in Kathmandu and is recognized for its strong presence across the country through its wide network of branches and ATMs. It provides a comprehensive range of services including retail, corporate, and digital banking, addressing the financial needs of individuals and businesses. The main objectives of this internship were to gain practical knowledge of banking operations, enhance customer service skills, and bridge the gap between academic learning and real-world practices. I was placed in the Customer Service and Operations Department, where I was actively involved in various day-today banking activities. My responsibilities included assisting customers with account openings and closings, processing deposits and withdrawals, updating Know Your Customer (KYC) records, resolving client inquiries about banking products, and delivering general information about financial services.
Throughout the internship, I encountered challenges such as handling high customer flow, managing queries under pressure, and adapting to strict banking protocols. These situations taught me the importance of patience, professionalism, and attention to detail. I developed key skills such as effective communication, problem-solving, and a better understanding of operational procedures in the banking environment. This internship has played a vital role in shaping my career aspirations by giving me a firsthand view of the banking sector’s functions and customer interactions. It not only strengthened my academic foundation but also improved my confidence in dealing with professional responsibilities.
Keywords: Consumer Behavior, Commercial Bank, Customer Service
Mr. Bikash Dahal, บธ.บ. การตลาด (หลักสูตรนานาชาติ) – B.B.A. Marketing (International Program), บริหารธุรกิจ (Business Administration), บริหารธุรกิจบัณฑิต สาขาวิชาการตลาด (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Marketing (International Program), 2/2567 (2024)