Internship Report (UBL-2016)

M.COM (2013-2015)

SUPERVISED BY: Mr Yousaf Malik

SUBMITTED BY: Syed Umair Irfan MCM-F1302009

DEPARTMENT OF COMMERCE, LAHORE GARRISON UNIVERSITY DHA PHASE VI LAHORE CANTT

An Internship Report on United Bank Limited PREPARED BY

Syed Umair Irfan Internal Supervisor

MCM-F1302009 Mr Yousaf Malik

Dept. Commerce Lahore Garrison University

External Supervisor

_____________________

Mrs Aiza Hussain Rana

Dept. Business Administration Lahore Garrison University

Chairperson

_____________________

Mrs Samreen Waqar

Dept Commerce Lahore Garrison University

______________________

For the partial fulfillment of degree of Masters of Commerce

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Acknowledgement: This report is dedicated to my parents and to the teachers who did hard work on me, forgave all my mistakes, and taught me so much that made me capable of facing the world using my knowledge and capabilities that they gave me. Especially to: Mr. Yousaf Malik, (Econometrics) Mrs. Samreen Waqar, (Management) Mrs. Ambreen, (Auditing) Mrs. Qurat-ul-ain, (Financial Management) Mrs. Asma, (Economics) Mrs. Sobia, (Cost Accounting) Mrs. Qurat-ul-ain (BMS) Mr. Rashid (Accounting) And all the teachers that taught me in my M. Commerce session 2013-2015, I would like to thank Mrs. Samreen Waqar especially, who helped me and showed me the right path to do things in right manner in many situation during this session. This is all because of my teachers and my parent that today I am at this place, and I will never forget their love and teaching that helped and will help me in every aspect of life...

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Contents Acknowledgement: ................................................................................................................................. 3 EXECUTIVE SUMMARY: ................................................................................................................... 7 UBLHISTORY: ...................................................................................................................................... 7 MISSION VISION & VALUE: .............................................................................................................. 8 Vision...................................................................................................................................................... 8 Mission ................................................................................................................................................... 8 Core Values........................................................................................................................................... 9 COMPANY INFORMATIOM: .............................................................................................................. 9 Registered Office:................................................................................................................................. 9 Head Office: .......................................................................................................................................... 9 Share Registrar: ................................................................................................................................... 9 Company Registration No: .................................................................................................................. 9 Auditors: ................................................................................................................................................. 9 Board of Directors: ............................................................................................................................... 9 Chief Financial Officer: ...................................................................................................................... 10 Company Secretary & Chief Legal Counsel: ................................................................................. 10 Legal Advisors: ................................................................................................................................... 10 Contacts:.............................................................................................................................................. 10 Business Operation:........................................................................................................................... 10 Organizational Structure: .................................................................................................................. 10 Organizational Chart: ......................................................................................................................... 11 Organizational Chart of UBL: ........................................................................................................... 12 UBL SWOT (Strength Weakness, Opportunity, Threats) Analysis 2016:.................................. 13 Strengths: ............................................................................................................................................ 13 Weaknesses:....................................................................................................................................... 14 Opportunities:...................................................................................................................................... 14 Threats: ................................................................................................................................................ 15 Analysis: .............................................................................................................................................. 15 Marketing Strategy: ............................................................................................................................ 16 Competitive Strategy: ........................................................................................................................ 16 APPENDEX: ............................................................................................................................................ 17 INTERNSHIP REPORT WEEKLY REPORT: ................................................................................................ 17 Joining the UBL: ................................................................................................................................. 17

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20thNovember2015, Friday, 5 hours:.............................................................................................. 17 21st November 2015, Saturday, 4:30 working hours: .................................................................. 17 Weekly Report One 1: ....................................................................................................................... 18 23rd November, 2015, Monday, 11:30 working hours: ................................................................ 18 24th November2015, Tuesday, 11 working hours: ........................................................................ 18 25th November2015, Wednesday, 10:30 working hours: ............................................................. 18 26th November 2015, Thursday, 11 working hours: ...................................................................... 19 27th Novembe2015, Friday, 11:30 working hours: ........................................................................ 19 28th November2015, Saturday, 5:30 working hours: .................................................................... 20 Weekly Report Two 2: ....................................................................................................................... 20 30th November 2015, Monday, 11 working hours: ........................................................................ 20 1st December 2015, Tuesday, 11:45 working hours: .................................................................... 21 2nd December2016, Wednesday, 11 working hours: .................................................................... 21 3rd December 2016, Thursday, 10:30 working hours: .................................................................. 22 4th December 2016, Friday, 11 working hours: .............................................................................. 23 5th December 2015, Saturday, 7 working hours: ........................................................................... 24 Weekly Report Three 3: .................................................................................................................... 24 7th December 2015, Monday, 11 working hours:........................................................................... 24 8th December 2015, Tuesday, 10 working hours: ......................................................................... 25 9th December 2015, Wednesday, 9 working hours: ...................................................................... 26 10th December 2015, Thursday, 10 working hours: ..................................................................... 26 11th December 2015, Friday, 12 working hours: ........................................................................... 27 12th December 2015, Saturday, 7 working hours: ......................................................................... 27 Weekly Report Four 4:....................................................................................................................... 28 14th December 2015, Monday, absent: ........................................................................................... 28 15th December 2015, Tuesday, 11 working hours: ....................................................................... 28 16th December 2015, Wednesday, 10 working hours: ................................................................. 28 17th December 2015, Thursday, 10 working hours: ...................................................................... 28 18th December 2015, Friday, 11 working hours: ........................................................................... 29 19th December 2015, Saturday, 6 working hours: ......................................................................... 29 Weekly Report Five 5: ....................................................................................................................... 30 21st 22nd, 23rd, December 2015, Monday, Tuesday, Wednesday, 11 working hours, 10 working hours, and10.5 working hours: ......................................................................................................... 30 24th December 2015, Thursday, 11 working hours: ...................................................................... 31 25th December 2015, Friday, 11 working hours: ........................................................................... 31

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26th December 2015, Saturday, 5 working hours: ......................................................................... 32 Weekly Report Six 6: ......................................................................................................................... 33 27th December 2015, Monday, 11:30 working hours: ................................................................... 33 28th December 2015, Tuesday, 10 working hours: ....................................................................... 34 30th December 2015, Wednesday, 10 working hours: ................................................................. 35 31st December 2015, Thursday, 10 working hours: ...................................................................... 36 New Year ............................................................................................................................................. 37 1st January 2016, Friday:................................................................................................................... 37 2nd January 2016, Saturday, 5:30 working hours: ......................................................................... 37 Weekly Report Seven 7: ................................................................................................................... 38 3rd January 2016, Monday, 11 working hours: ............................................................................... 38 4th January 2016, Tuesday, 10:30 working hours: ........................................................................ 39 6th January 2016, Wednesday, 11 working hours: ....................................................................... 39 Reaction and Feedback: ................................................................................................................... 40 Experience Impact on Career:.......................................................................................................... 40

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EXECUTIVE SUMMARY: The 20th of November 2016 was my joining day in UBL LCCHS 0940 Z-Block D.H.A Lahore. UBL is a famous organization in the banking sector of Pakistan; it has been awarded to be the best bank of Pakistan for the present year 2016. My experience being UBL’s employee was very good because the working environment of UBL is totally different from other private banks such as Allied bank, JS bank etc. What’s best thing about UBL is that it totally differentiates the working of sales and operation staff of bank, an employee of operations department such as CSR is limited to his operational (official) work, and an employee of sales department such as Relationship Officer, and Personal Banker is limited to his task of gaining more and more credit for the bank by making new customers.

Whereas, in other banks the operational staff is also forced to bring credit for the branch by making new customers. I am appointed as a CSR (Customer Services Representative) in UBL and my responsibilities are to assist customer in issues such as opening Bank account, issuing cheque books, foreign remittance, online funds transfer, clearing (inward, outward, intercity, normal, OBC) etc.

UBLHISTORY:http://www.ubldirect.com It begun with a vision, a vision of unparalleled progress and unmatched excellence true to the spirit of the era! November 7th 1959, Pakistan witnessed an event that would change the way we banked forever. It was not just the inauguration of UBL’s first branch at I.I. Chundrigar; it was also the birth of the culture of service, a culture of innovation and a culture of financial excellence. By June 1960, shortly after six months of opening its doors to the public, UBL had branches in: 

Karachi



Dacca



Lahore



Lyallpur



Chittagong and Narayanganj.

In 1963, UBL became the first bank in Pakistan to have a branch overseas- on William Street in London, United Kingdom. True to our promise of providing service and care beyond the ordinary to our customers, UBL and You have had a history. The first saving scheme for school going children was launched as early as 1960 or the formation of Pakistan’s first Staff College of employees in 1964, UBL, through the motivation of its staff

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and the trust of its customers, continued to grow at a spectacular pace. In 1967, UBL had hit the dawn on information in terms of technology, by introducing computer banking to Pakistan and in 1971, UBL once again paved the way by launching 3 online branches in Karachi. The newly formed state of Pakistan was witnessing the boom of industries and commerce – cannoned by a bank that believed in the potential growth of Pakistan. Small wonder then, by 1978, UBL had a pledged economic department, had acquired two international banks. UBL also launched supervised credit and small loan schemes for small to medium sized firms as well as agriculture and had made for itself, a strong international presence for we had branches in 4 continents.

Throughout its history, UBL has kept pace with- and often exceeded the changing needs of changing times. Keeping the tradition of innovation alive, UBL introduced Pakistan’s first credit card, the UNICARD in 70’s and left its mark by launching the Pak Rupees traveler cheques in 1971. Staying true to its roots, UBL was also the first bank to have an Islamic banking division and the first to introduce e-banking facilities at Hajj.

In the 1990’s the government of Pakistan decided to change the face of banking by creating a blueprint to privatize UBL. At this point, financial experts were called on board to set the bank back on course, and with implementation of relevant changes, the government privatized the bank in the year 2002 – Best way and Al Ayaan collaborated, forming the cornerstone for the UBL of tomorrow.

Today, UBL opens its eyes to a new vision every day, a vision of resurgent excellence and renewed commitment to our customers. 52 years into our glorious history – UBL is now part of one of the world’s largest financial services groups.

MISSION VISION & VALUE: Vision To be a world class bank dedicated to excellence, and to surpass the highest expectations of our customers and all other stakeholders.

Mission 

Set the highest industry standard for quality, across all areas of operation, on a sustained basis.

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

Optimize people, processes and technology to deliver the best possible financial solution to our customers.



Become the most sought after investment.



Be recognized as the employer of choice.

Core Values



Honesty and integrity



Commitment and dedication



Fairness and meritocracy



Teamwork and collaborative spirit



Humility and mutual respect



Caring and socially responsible

COMPANY INFORMATIOM: Registered Office: 13th Floor, UBL Building, Jinnah Avenue, Blue Area,Islamabad Head Office: State Life Building No.1 I.I. Chandīgarh Road,Karachi – 74000, Pakistan.

Share Registrar: M/s. THK Associates (Pvt.) Limited2nd Floor, State Life Building No. 3, Dr. Ziauddin Ahmed Road,Karachi – PakistanUAN No. 021- 111-000-322 Company Registration No: National Tax Number: 0001026 0801164-8 Auditors: M/s. KPMG TaseerHadi& Co., Chartered Accountants M/s. A.F.Ferguson& Co., Chartered Accountants Board of Directors: Sir Mohammed Anwar Pervez, OBE, HPK (Chairman/Non-Executive Director) Mr. Zameer Mohammed Choudrey (Non-Executive Director )

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Mr. HaiderZameerChoudrey (Non-Executive Director) Mr. Rizwan Pervez (Non-Executive Director) Mr. Amin Uddin (Independent Director) Mr. Arshad Ahmad Mir (Independent Director) Mr. ZaheerSajjad (Independent Director) Mr. Khalid A. Sherwani (Independent Director) Mr. Wajahat Husain (President & CEO) Chief Financial Officer: Mr. AsifSaeedSindhu Company Secretary & Chief Legal Counsel: Mr. Aqeel Ahmed Nasir Legal Advisors: M/s. Mehmood Abdul Ghani& Co Contacts: UAN 111-825-111 Contact Center: 111-825-888 Website: www.ubldirect.com Email: company.secretary@ubl.

Business Operation: Organizational Structure: Organization structure on entire country basis is so extended and difficult to explain because UBL is one of the most successful and country wide extended organizations in Pakistan. UBL is divided in six different ways, and this division helps UBL to work perfectly, competing any other organization in the market. It starts with: 

Country-wise division.

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

Province-wise division.



City-wise division.



Region-wise division.



District-wise division.



Working-wise division.

County wise division helps UBL to spread on the entire Globe, this division is easily explained by the extensive branch opening of UBL in world. UBL’s branches are extended in New York, London, Australia, UAE, India, Pakistan, Oman, and China etc.

The province wise division allows spreading all over the country such as UBL branches are opened in all of the Provinces of Pakistan. And division through city further helps UBL to expand its business. Region-wise such as South region, East region, North region and West region of a city helps UBL to promote its working, for example, Lahore is divided in to such four regions that are explained above. Those regions are further divided in to their districts, such as the district of LCCHS 0940 is Liberty district, which means that LCCHS works under the supervision of Liberty district, and it is answerable of all its acts to liberty. This district division allows UBL to control the working properly.

The last division allows all of the UBL employees to work under their jurisdictions, and don not cross the separated line of working to give the perfect output of their work division. The working division is divided in to two of its types that are:



Sales Department. (Credit earning for Bank)



Operations Department. (Official working) Organizational Chart: The organizational chart is divided on the basis of working division type of UBL. Both of the departments are totally different from one another, the hierarchies of both departments are given below:

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Sales Department:

Branch Mangers

Relationship Managers

Personal Bankers

Relationship Officers

LFOs

Operational Department:

Customer Services And Operation Manager

Customer Services Representative

Chief Teller (Supervisors)

Universal Tellers (Cashiers)

Greeters

The up given chart in figure 1 and 2 shows the hierarchy of a branch. Explaining the hierarchy of the UBL organization is very difficult, which is also shown below but the up given chart shows perfectly the organization working.

Organizational Chart of UBL:

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Board of Directors

Executive Comitte

President

CEO

Regional Chief

CFO

Zonal Chief

Regional Managers

Corporate branch Manager

DeputyMangers

Branch Managers

DCSM (Deputy CS Manger)

Relationship Managers

CS Managers

Relationship Officers

CSRs

Cheif Teller

Cashiers

LFOs and Greeters

UBL SWOT (Strength Weakness, Opportunity, Threats) Analysis 2016: Strengths: 

Awarded best bank award 2016 see figure 1.

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Figure 1



Stands at the top of the list of most profitable companies in service industry in 2015 and 2016.1



Largest number of overseas branches in banking sector.



Largest number of corporate deals in Pakistan’s banking sector.



Goodwill and historical background.



UBL’s branchless banking (Omni)



UBL Investment Banking2 Group is one of the largest and most experienced investment banking groups in Pakistan.

Weaknesses:



UBL is focused more on customer satisfaction instead of focusing on employee’s satisfaction.



Lack of fully trained staff.



Security system in many of braches is not up to mark and up to the need.



Still not using the advanced banking technologies.



Centralized system still affecting UBL.



UBL has failed to use its opportunities that other banks do not have.

Opportunities:

1

Estimation copied from www.ubldirect.com

2

Investment banks specialize in large and complex financial transactions such as underwriting, acting as an intermediary between a securities issuer and the investing public, facilitating mergers and other corporate reorganizations, and acting as a broker and/or financial adviser for institutional clients.

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

UBL has a famous name and image among customers, so it can focus on opening new branches in other cities and rural areas like other remote cities.



Technology is developing and UBL can focus on using new technologies.



UBL has faster market growth as compared to other banks.



UBL has passed to attain the investors’ confidence.



UBL can focus on Islamic banking as it is not offered by many banks yet.



UBL can use the opportunity of hiring the educated youth and attracting other trained employees from service industry to enhance innovation in its working style.

Threats:



UBL is a step behind in using new banking services technology.



Adverse and unstable government policies that are still used by UBL, are still affecting the working environment.



Political instability.



Increasing tax rates discourage investors.



Constantly increasing competition.



Security threats.

Analysis:

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SO

• UBL has a good reputation in Pakistan, it can focus on hiring skilled employees form banking sector and consume their talents to improve its working environment.

WO

• Technology is developing all over the world day by day, UBL can hire newest tecnologies to improve its issues such as security system, on-time servie requirements etc.

• UBL can over come its threat of increasing compition in market by focusing its strengths of utilizing extensive branch system all over the world.

ST

• UBL is not an employee focused organization, which de-motivate the working passion, in condition of increasing compition UBL should focus on the theory of employee satisfaction, which will result in customer satisfaction at the end.

WT

Marketing Strategy: UBL’s marketing strategy is that they initially focus on Businessmen, and self employed professionals. Which is also the reason of UBL’s success, the first requirement of opening an account in UBL is salary slip of a letter head of customer. UBL strategy of retaining and attracting customers is also the best in Pakistan, as UBL offers certain services such as UBL Ameen, UBL Business Partner service, UBL Priority Service, and different UBL Debit Card types such as UBL WIZ Card, and many more offers that are convenient for customers such as a newly offered account the Mukkamal Current Account which is totally convenient and free for customers.

Competitive Strategy: The competitive strategy of UBL is simple, which makes UBL the best bank of Pakistan, and that competitive strategy is expending the UBL branches and business all over the world. The more they invest in expanding business by opening new branches, the more they get new business enhancing opportunities. UBL is one of the top organizations in the world, which have extensive customer serving branches all over the world. And this is the most visible competitive advantage and strategy of UBL that make UBL the best serving and earning business organization in the world. Other strategies that make UBL successful include: 

Perfectly focused on Customer Services,



Competing employees training strategy,

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

Fully trained and educated staff,



Merit based employee hiring,



Divided and extensive organizational structure and hierarchy. And much more that make UBL best.

APPENDEX: INTERNSHIP REPORT WEEKLY REPORT: Joining the UBL: 20thNovember2015, Friday, 5 hours: It was my first day at UBL LCCHS. I arrived there at 1 pm in noon. I had a meeting and interview with operation manager Mr. Kamran. He assigned Sir Imran (the Chief Teller of cash counter) the responsibility to train me. My designation CSR was not related to cash dealings, but my operation manager wanted me to get skill and experience in all departments of bank so that in future, I would be able to work in any field of bank. So sir Imran introduced me to the cash staff so called the universal tellers or UT’s of the bank (Shahid, Raheela, Shabana) and my colleague CSR sir rizwan.as it was my first day at bank, so I did spend that day in getting familiar to the whole bank staff members. I worked today for about 5hours.

21st November 2015, Saturday, 4:30 working hours: Saturday is a holiday for banks, but LCCHS is a busy and Signature branch of UBL, so it remains open on regular basis, but for just 4.5 hours from 9:00 to 1:30 pm. The second day at bank; today sir Imran and Shahid introduced me the working environment, rules and regulations regarding work dressing up and timings. Furthermore they introduced me to the software called “Symbols”. Symbols’ is software used all over Pakistan in UBL branches for the purpose of all cash and customer services related tasks done at bank. Such as ordering cheque books, transferring cash, opening accounts etc. today I set back and discovered the way the work is done in the counter. Sir Imran said me to know the ways and tact’s to deal with the customers I spend 4:30 hours there today.

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Weekly Report One 1: 23rd November, 2015, Monday, 11:30 working hours: After a weekend today I experienced nothing new. I just watched my colleagues working and dealing with people. Symbols is a tricky software a combination of screens’ separately designed to perform separate tasks such as online money transfer (TMRB525), cheque deposit (RB7A), cash deposit (TS321), cash withdrawal (TS321) etc. Today I spend 11:30 hours at bank.

24th November2015, Tuesday, 11 working hours: Like first three working days the whole day I was instructed to observe the working procedures the whole day. But today sir Imran said me to stay after the bank timings. The bank’s timing starts from 9:00 in the morning to 5:30 in the evening, but it’s just the closing time of bank. The bank staff had to work for over two to three hours every day after the bank closes. So today I had to stay after bank closed. They taught me today, how to balance the cash after the whole day transactions in TS25 symbols screen, after every cashier has balanced its closing cash, the handover their cash to vault of our branch that is vault0940. Handing over cash is done through TS22 screen, than every individual cashier hands over the cash physically. If a cashier’s cash balance gets short or excess, he cannot leave the branch until he balance the cash at any cost. Then after overall balance, sir Imran taught me how to make the closing balance sheet, it is necessary to make record of such balancing sheets called as SBP balance sheet. The SBP balance sheet is made through TS26 screen. It was a great learning day for me, I reached home at 8:00pm and that’s how I spend 11 hours today at bank.

25th November2015, Wednesday, 10:30 working hours: Today sir Imran said me to sit on the counter no 3 and help the other UTs’ in their work, so I helped them in counting the cash received and paid to the customers. Sir Imran taught me the pure banker’s way of counting the cash today, and said me to keep on practicing until it becomes easy for you. At the start of the day he said me to file the scrolls, and all balancing sheets such as ATM balance sheet, SBP balance sheet, and Teller sheets in their separate files. These sheets are made every day at the end of day, and it has to be filed for audit record which is also audit and state bank requirement. The whole day I helped them in their

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work even after closing of bank for about 10:30 hours. Bank’s job is rather difficult than the other jobs, as I was not familiar to it, it started to get difficult as days passed. Tough routine with no fixed timing it was a totally different experience for me.

26th November 2015, Thursday, 11 working hours: For over a week, I was instructed to observe things being done around me. And every day I observed and noted new thing the whole week. Today I get to know rule of ‘cash limit’ that the cash of our branch at the end of day is balanced and If the total amount of cash is over the prescribed limit of state bank, the branch had to make a lifting of cash to the cash cell.

Our prescribed limit is 1,800,000 one million eight hundred thousand. Every bank has its own cash cell at a particular place within city, if a branch needs money or if it exceeds the limit of cash holding, it is deposited to the cash cell with a proper procedure. The foreign currency such as the US Dollars, Great Brittan Pounds, UAE Dirham etc are also held in the cash cell, if a customer needs to have a transaction in his foreign currency account, he has to request the branch one day before and then the branch orders such amount from cell and pays it to the customer. A bank’s branch cannot exceed its cash holding limit, and if it does the operation manager and the chief teller has to face the circumstances. Today I worked for about 11 hours in the branch.

27th Novembe2015, Friday, 11:30 working hours: We work the whole week, every day for about 10-11 hours with no proper break for lunch or for saying prayers, except for Friday jumma break, timing for Friday is different. We work from 9am to 1pm non-stop, then bank gets closed for jumma from 1pm to 2:30 pm and opens after jumma break and then work stars till the ending of bank times till 6pm. And that’s how due to the long working banking hours on Friday, I got free at 8:30 pm. That’s how I worked for about 11:30 hours today.

Today sir Imran told me how to check a currency note and told me the things to be considered while checking a cheque, its date validity, and other tings to be considered while receiving a cheque. A cheque is valid up to its 6 month previous date, before 6 months a cheque drawn cheque is not valid and cannot be accepted by the branch. And a post dated cheque is also not acceptable, in such scenarios a customer has to change the date of cheque and draw an account signature on that date, just to prove the auditors about account

holder’s

acknowledgement.

On

every

cutting

or

over

writing

such

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acknowledgement is necessary. The amount written in words and figure should also be clear and equal; otherwise the cheque will be dishonored. Same will be treated in case of crossing of cheque, if a cheque is crossed it will not be cashed, it just can be deposited in another account, if a customer wants to in-cash such cheque, he has to cancel such crossing by drawing a signature close to the crossing area as shown in the attached specimen. A slight difference in the flow of the signatory’s signature can also be a reason of dishonoring of cheque. The last reason of dishonoring of cheque is that if ‘or Bearer’ word of the cheque is crossed by the account holder, the cash will be paid to the name of person written in that area, otherwise it will be dishonored.

28th November2015, Saturday, 5:30 working hours: Only a few branches are opened today, so Saturday is a busy day for us. LCCHS is very abnormally busy branch so getting training there was a difficult task for me but a trainee gets training in less time as compared to the other branches. Today sir Imran got letters from head office of his transfer to phase-6 branch. Today he taught me about the skill to deal with customer in a practical manner. He called a customer on counter no.3 and said me to deal him he taught me to be calm and greet the customer at first look, and say thanks after you are done dealing with him. I helped my colleagues in their task, and they taught me so much about symbols. A symbol is software produced by the CBS (core banking system). CBS is used in many banks such as MCB, Allied Bank and Bank Al-falah etc. symbols is a combination of many task holding screens, that help a user in working, it has made easy the way of working in banks. Before symbols software, the uniflex software was used in banks; it was a very difficult way of working while uniflex was used. Much manual working was included in dealing customers with no multi tasking option. But symbols allow us to use multi tasking option for much frequent working. Today I worked for 5:30 hours from 9am to 2:30pm sir Imran taught me about many symbols screens.

Weekly Report Two 2: 30th November 2015, Monday, 11 working hours: Today sir Kamran assigned sir Shahid to work as chief teller in place of sir Imran as sir Imran was posted to another branch. Sir Shahid was the most senior among all UTs’ so the district office sends the letters of CT for sir Shahid to operation manager. Sir Shahid speeded up my training procedure; he wanted me to get fully trained within a week. So he

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started to train me in a proper manner. Today he taught me about the documents needed for each task done in bank. What does a customer need to bring with him if he wants to deposit money in same branch, or in a branch of same city, or out of city. A customer of same branch cash depositor’s needs to fill up a deposit slip having details of his account number, account title, amount in figures and amount in words, depositors name and his signature on slip. Whereas customer of other branch cash depositor needs to fill a remittance form along with a CNIC photocopy attached with it, this form includes all information of depositor and remitter. I worked 11 hours today at bank.

1st December 2015, Tuesday, 11:45 working hours: Today sir Shahid tell me the rules of receiving a cheque from customer and paying cash in return. First of all we check if the cheque is drawn properly, all requirements of instrument are correct, if any sort of over writing is done the drawer’s signature are required there, date is valid or not. If the drawer of cheque is not the receiver of money, the receiver’s 2 signatures on the back of instrument are required along with the CNIC copy of rider. The whole day he made me learn the ways of receiving cheque from customer with the help of practical and verbal learning. A rider of an account holder of cross branch cannot receive the amount of 100,000 or above without the CBC (Call Back Confirmation) mail, but of same branch’s account holder the rider can receive the amount of below 300,000, above such amount then the CSR does CBC of such instrument for customer’s acknowledgement.

Call back is done for same branch customer by our CSR, because we have a complete record of customer’s personnel details, but a cross branch customer’s CBC is done by the branch whose customer is willing to have his cheque cashed. And we confirm this CBC from other branch through mailing system in U-connect. U-Connect is a centralized interbank communication system, that allows UBL employees to interact and communicate with each other internally, without the intervention of private people. I learned all the rules regarding cheque and deposit of cash the whole day. We got free from bank at 8:45 pm today, so I worked 11:45 hours today.

2nd December2016, Wednesday, 11 working hours: Today sir Shahid told me the limit of cash withdrawal and cash deposit by customer. It is like if a customer wants to deposit money in a cross branch, its limit on remittance form to deposit money according to State bank of Pakistan is below 500’000. If a customer wants to

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deposit money in cross branch for over 500’000, he will have to deposit a letter head of his source of money of such a big amount. This may include a letter of sale of any property, or any other assurance of legality of such amount. Furthermore, if a customer wants to deposit cash in our branch, there is no limit of depositing cash. Whereas, if a customer wants to withdraw cash of cross branch, his limit of withdrawal is 300’000 if the account holder is the receiver of cash, and if account holder sends his rider to collect the cash, then we have to send mail to the customer’s branch for the confirmation of withdrawal of such amount. The customer’s branch will call the customer for confirmation, and if the customer says okay for this transaction, then we will pay cash to the rider. This procedure is called as CBC or Call Back Confirmation procedure.

If the customer or the related customer cross branch is not assessable, then we will refuse the rider for payment of cash. And no limit for withdrawal for same branch customer. I got free from bank at 8pm and that’s how I worked 11hours today at bank.

3rd December 2016, Thursday, 10:30 working hours: Today sir Shahid showed me the whole procedure of dealing a customer of cash deposit and of cash withdrawal, this task is done in a cash screen of symbols that is “TS321”. We have to type the account number first when we open the TS321 screen, then we input the designated code of our task (0001 for withdrawal, and 0201 for deposit) the we input the amount and reference number(cheque leaf number) then in required meta data we input the data of the receiver of money. If the account holder is the receiver of money, we make a stamp on the back of cheque which is called “customer in person stamp”. In such situation we just request the customer to give his account signature on the back of cheque, but if the receiver is not the account holder, a copy of his CNIC is must required. Cash deposit is done in the same manner, working as a cashier is a risky task, and you have to be focused all the time. Fake currency, receiving less cash, depositing more than the received amount, a cashier has to face many problems all the time. Sir Shahid showed me the difference between the fake and an original currency note. Dealing with the foreign currency is a different thing, a foreign currency note has to be fresh as new, any note having any sort of stamp, of writing on it or any old note is not acceptable. If a customer wants bonds transaction, it is also done in the same screen, but for that we just have to click bonds on the screen instead of cash. Bonds starting from the cash value of 250 Rs to 40,000 Rs are available anytime in the banks for customers in return of cash as an investment. He

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practically showed me, all the work and we got free at 07:30 today, and that’s how I worked for 10:30 hours today.

4th December 2016, Friday, 11 working hours: Today sir Shahid said me to observe the working of a CSR and for that purpose he said me to join Rizwan and help him and learn from him the tasks to be done by a CSR in bank, so I started to work with Rizwan. A CSR has to do certain duties during his bank timings, and that are given below: 1. OFTT (Outbound Foreign Telegraphic Transfer) 2. IFTT (Inbound Foreign Telegraphic Transfer) 3. FOBC (Foreign Outbound Bills For Collection) 4. CBC (Call Back Confirmation) 5. Clearing (Normal, Intercity, Same-day, OBC) 6. COC (Cash Over Counter or Foreign Remittances) 7. CAPS (Centralized Account Processing System ) 8. CBOS (Cheque Book Ordering System) 9. RTGS (Real Time Gross Settlement) 10. Lockers (Opening and handling locker for customers of Small, Medium, and Large size) 11. Transferring Funds 12. KYC (Know Your Customer) 13. EDD (Enhanced Due Diligence) 14. Dormant Activation (Activating Closed and Dormant Accounts) 15. CIF Amendment (Customer Information Amendment) The whole day a CSR is engaged in many customer services, and probably deals the most of tasks of customer services section. The up given tasks are totally different from one another in all manners; all are difficult up to some level. I have listed just the main tasks of them, and now have to get trained in handling such tasks one by one.

Today I learned online transferring of funds, online transfer of funds is done through transfer screen of symbols software which is “TMRB525” such online funds transfer have same rules as cash transfer has. 300’000 and above of amount transfer needs a CBC from related branch. Below this amount we can transfer funds without CBC, but a customer of cross branch must provide his CNIC copy along with the instrument. In TMRB525 screen,

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we have to input the data of cheque first (from the debiting instrument) and then the data of deposit slip (to the crediting instrument). The whole day, Rizwan taught me how to do this task, and I worked 11hours today.

5th December 2015, Saturday, 7 working hours: Today Rizwan taught me how to receive a clearing cheque and process is to transfer funds in the customer account. Clearing is of 5 main types, Intercity Clearing, Normal Clearing, Same-Day Clearing, OBC (Out –Bound Bill for Collection) Clearing and FOBC (Foreign Out-Bound Bill for Collection) Clearing. These clearing types are different in all aspect from each other, which Rizwan will explain me later. A clearing cheque is a cheque of opposite bank deposited by UBL customer to transfer and clear the funds of opposite bank’s cheque in his UBL account. We receive a clearing cheque that is processed by scanning it and sending it to NIFT (National Inter-Bank Funds Transfer Company), which afterwards send it to the consulting bank, through its courier service. A clearing cheque of same city is known as local clearing, where as if the cheque belongs to another city, it is called intercity clearing, and if the cheque belongs to a branch where there is no major banks branch located, then the cheque is cleared through the process of OBC, which is a lengthy process. OBC funds are transferred for about 7-8 working days. Working days in a banking language are the days of working excluding the holidays in a week. Whereas FOBC is same as OBC but if an account holder deposits a cheque of branch which is located out of country, then the amount will be cleared through FOBC. Rizwan handed over me the clearing work all the day. And today I reached home at 7:30pm and that’s how I worked for 7 hours today.

Weekly Report Three 3: 7th December 2015, Monday, 11 working hours: Today Rizwan was absent and I had to work in his place. It was a tough day and I had to work the whole day. All clearing settlement, online funds transfer, COCs’, Inward clearing, outward clearing, local clearing, intercity clearing, OBC’s. Inward clearing is a type of clearing in which UBL cheques of our branch are delivered to our branch through NIFT, but today I experienced how to do clearing work in professional way. For instance, our customer ‘Akbar’ has an account in Allied Bank, he wants to transfer his amount in his UBL’s account, simply he has to draw a cheque of Allied account and deposit it to us, if that

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cheque is of Lahore’s branch, the we will simply scan the cheque and send the scanned image to the NIFT department through online service along with the cheque through courier service. But if it is an intercity cheque, we will lodge such cheque through TMCG001 screen. Such lodging will allow the NIFT departments to furthe precede the cheque. For an inward cheque, we make a call back confirmation for a cheque of 300,000 and above amount from the customer. For online transfer of funds call back confirmation is done for same amount for same branch customer’s cheque, and for 100’000 and above for cross branch customer’s cheque. No charges are deducted for same city online amount transfer, but if the account in which funds are being transferred belongs to another city, then 350 or 0.10% whichever is higher will be charged from that account in which funds are being transferred, excluding FED (federal excise duty which is 16%). Same banking rules apply for cash withdrawal. Today I reached home at 8pm and I worked for 11 hours today.

8th December 2015, Tuesday, 10 working hours: Today I had to work as a Cashier, cash deposit has other banking rules, which include a 0.20% or 375 which ever higher charges are deducted for online deposit in a cross branch of another city, and none for within city transfer of cash excluding FED 16% per transaction.

A customer of online remittance can only transfer amount up to 499’999. For amount transfer above this limit, the customer had to provide a letter-head to bank for the assurance that the amount being transferred is earned from a legal source. CNIC copy for every cross branch transaction, even if it is cash withdrawal or cash deposit. If a customer is the receiver of money, he can withdraw cash of any amount he likes to. Utility bills, DHA bills, Beacon house fees, NTS and BTS fees were also deposited every day. Utility bills are deposited through TMUB002 screen; the deposited bill will also be credited at the end of the day to the concerned Government utility departments such as PTCL, LESCO, and SNGPL. Today Sir Shahid told me how to make an SDR (Security Deposit Receipts) and a CDR (Cash Deposit Receipt) which is also known as CC (Cashier’s Cheque). It is like a guarantee of customer’s liquid cash which he deposits and gets an SDR or CDR in return.

As such there is no major difference between SDR and CDR, both are used for the same purpose, but SDR is required by governments, and it working is also official. Both are made on same screen of symbols, the TS3291 screen. For an instance, a customer wants to clear a payment of any plot he purchased, and its value was let’s say 6,000,000, we all know that paying such huge amount in cash is a risky business. So bank offers his customer to deposit such amount in bank and get an SDR in return, after that he can give the SDR to

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the dealer and the dealer can in-cash the SDR at any time from any bank’s branch in Pakistan. It is a very convenient an risk free offer for customers, our bank charges 200Rs for an SDR of any amount, the customer has to pay the tax on such SDR which is 0.30% of the amount. Sir Shahid showed me how to do such tasks all day and today I reached home at 7pm.

9th December 2015, Wednesday, 9 working hours: Today sir Shahid send me to learn other services related to my designation, so I started to learn from the CBO (Cash Book Ordering System) today. This service is also done online through symbols software, cheque books are ordered online for customers on their request, and it takes 7-8 working days for a cheque book to reach in branch through courier. If a customer wants a new cheque book he has to order a cheque book and fill up a document called ‘requisition’. And we order a cheque book on the basis of this requisition, a cheque book is of three categories dependent on the number of cheque pages so called ‘leaves’.

25 leaves, 50 leaves and 100 leaves of cheque book. After placing the cheque book order on CBO, we input the data of such request manually on register for the purpose of maintaining record for audit procedure. The last CSR on whose place I was working, was not maintaining the records of cheque books manually, he used to order and mark as delivered the cheque book online, with no manual proof. But sir Kamran said me to maintain a proper manual record of CBO, so I took a register an entered all the cheque books that were present in the branch. Today I got free at 6pm, because today I was not working in the cash counter. So I worked for 9hours.

10th December 2015, Thursday, 10 working hours: Today as the previous day, I was handed over the whole working of CBO, what’s different was that I learned how to maintain the record of ATM debit and credit cards. How to order them, How to maintain their record manually and online same as cheque book requesting, ATM cards are also ordered by customer to any of the CSR in the branch, he fills up a document called requisition containing the detail of ATM type, whether it is a debit card or credit card or prepaid card. Where customer does want his ATM card to be delivered, at his home or at his branch?

Same as the cheque book record maintenance, when the ATM cards are received in the branch through courier service, they are marked as received by us online, and then we put

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a record in the register manually. Which is further marked as delivered when the customer receives it. All this record maintenance is done for the Audit procedure, because the audit requires all the records maintained the whole year. I left branch today at 7pm because, all the day I had to put the ATM cards in new register, and it was a time taking work.

11th December 2015, Friday, 12 working hours: Today was a big day, because my operation manager ‘sir Kamran’ assigned me a task of updating KYC. KYC stands for ‘Know Your Customer’ this time taking task include updating customer transactional detail per month. This happens only if a customer exceeds the transactional limit, assigned by the account opener with consultation of customer. It means that when a customer opens an account in our bank, the account opener adds the detail of his transactions per month and total amount of transactions per month. If a customer’s limit of transaction is 40,000 per month and he exceeds this limit, then the operation manager gets a notification from the head office to inquire this customer’s transaction history, and if any fraudulent activity is not found, then update his KYC details. This updating is done to avoid any sort of fraudulent activity or black business. This took about 12 hours in bank, and I reached home at 9:30 pm.

12th December 2015, Saturday, 7 working hours: This exercise of updating KYC was a very lengthy process, and sir Kamran assigned me and a new RBO Shakil for this task. It took about 3-4 working days for its completion, we had to work all day long for this task, and we updated the KYC of 630 customers of our branch. As I was a new trainee, so my seniors assigned me this task so that I would be able to learn quickly everything and I left branch today at 4pm. Updating a KYC includes three stops. 

Find out the complete data and information of customer using symbols screen ‘RB7A’.



Find out the transaction history of this customer from ‘RB211’ and short list all the big transactions done in this month.



If such big transactions are done from a legal source, then update the transaction limit of customer.

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Weekly Report Four 4: 14th December 2015, Monday, absent: Today I was ill from fever, so I stood absent from bank after informing my operation manager.

15th December 2015, Tuesday, 11 working hours: As today was the last day for submitting the updated information of customer to the head office online. So sir Kamran said me, to finalize the task at any cost. I had to complete the KYC updating task today so I worked in branch for 11 hours until the task was completed and handed over to sir Kamran.

16th December 2015, Wednesday, 10 working hours: After short listing the customers having a transaction that seems like fraudulent transactions, another procedure is to be taken as per SBP rule to inquire the customer’s business and source of funds that is called EDD or Enhanced Due Diligence. The EDD includes proper inquiry of a customer’s transaction in a month; it includes the source of incoming amount in account, the details of customer’s business history. And if a transaction is confirmed to be fraudulent, it will be reported to the head office for further inquiries and procedures. For an instance, if I am an account holder in a bank, and my transaction limit per month are 100,000. And I exceed this limit, after making inquiry the bank conclude from my transaction history that one of my transaction in this month seems fraudulent with no possible legal source of fund. Then my bank will use that EDD procedure. Today I was assigned to do that EDD task of 60 customers and report to sir Kamran at the end of the day. It was a difficult task but I completed this whole task in just one day. I reached home at 7pm.

17th December 2015, Thursday, 10 working hours: Today I received my employee ID and my U-connect e-mail ID from head office Karachi, my employee ID is 892676 and e-mail address is “lhr.csr40940@ubl.com.pk” I had to know the password of my id by calling head office to Mr. Arshad who was the head operator of UBL symbols operation IDs. My UBL ID works same as our G-Mail ID works; we can use it for

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further signing in to CBO software, COC, and other such as CAPS. After getting the password, I learned new procedure of same day clearing; basically it is a process of clearing the funds of customer of our branch who wants to receive his funds of cross bank cheque. For an instance, if our customer has an account in standard charted bank and he presents his cheque in our branch of standard charted bank to transfer his amount in his UBL account, and if he wants his funds to be cleared in same day or more specifically in one day. Normally the clearing process takes about one working day for a cheque to be cleared, but in the same day clearing the amount is cleared in the same working day on a customer’s request. Its charges are bit more than the intercity clearing charges, 500 plus FED totaling about 580Rs. But this process requires a bank to be a member of same day clearing, it means that if a bank is the same day clearing member, only then the cheque of that bank will be cleared in same day clearing, only a few and selected branches of every bank are marked as same-day member by SBP. There are three types of clearings, same day clearing, normal clearing, and intercity clearing. Normal clearing or so called local clearing is free of cost, intercity clearing has the same 0.10% or 350 excluding FED charges (which ever higher), and same day clearing has 580 (500 + 16%FED)charges. The intercity clearing of centralized banks are send as local clearing having no charges. Today I left bank at 7pm.

18th December 2015, Friday, 11 working hours: Today one of our UT (cashier) ALI went on leave for 5 days on his marriage ceremony, and my operation manger appointed me to work as a cashier for 5 day from today. As I am a contractual employee, I had to work as they say so from today I was working as cashier.

Cashier’s work is a bit tough but not messy as of CSR’s working, all it takes to be patient and focus on work to avoid any mistake. It is a risky work as we have to handle cash dealing on our own, and in case of any shortage of cash we have to pay and balance the closing amount of our id. Today I balanced the cash without committing any mistake exact at 5:30pm. But one of our cashier’s amounts was not balance at the end of day and it took about 2 hours to find the difference in amount, the difference was of 50,000rs. Reason of that unbalanced amount was that he posted a cheque of amount 150,000 as 100,000. I left branch at 8pm today.

19th December 2015, Saturday, 6 working hours:

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Today and for next four days I was appointed to work as cashier, which includes all the receipts and payments of cash, utility bills, and other cash dealings. In our branch, customer dealing is done with the help of queue –metric system also known as token dealing system, in which customer is said to take a token which will be called on counter and the customer had to wait for his turn. But UBL is a busy dealing branch, holding for about top rating customers in banking market, in which all government banks are at the top and UBL comer after MCB. So it was a busy and tough day, I dealt 52 customers today and balanced my cash at 1:30 pm. But I had to help my chief teller in balancing the overall cash dealings, and make the cash book of today so I got free at 3pm.

Weekly Report Five 5: 21st 22nd, 23rd, December 2015, Monday, Tuesday, Wednesday, 11 working hours, 10 working hours, and10.5 working hours: In all these three days I learned so much about cash counter and cash dealing such as filing the details of cash and documentation of records such as filing the teller sheet which is printed through TMRB0040 screen, and TMRB0083, scroll filing of bills every day through TMUB0014 screen, daily transaction details from RBA11 screen, ATM transaction sheets from TMFT002. And other cash control transactions such as control default in which we can make several entries at a time of same account, utility bills transaction is done on TMUB002, and all voucher entries of inter-bank expenses such as entertainment expenses of bank staff in TS30 screen, and crediting the COC of customers in TS42 screen. In the start of day, a teller or so called cashier receives cash from branch vault. Every branch has its separate vault; our vault is called as valt_0940. Cash is received from vault by requesting cash through TS22 screen. And during day if cash is needed, a teller can request from vault for more cash. The ending balance of day will be handed over to vault through TS24 screen. The ending cash in id can be balanced through TS25 screen. The bills amount is also handed over to the LESCO, PTCL, SNGPL and DHA bills department, and for that purpose, TS565 screen is used. After all cashiers hand over their cash to chief cashier, the supervisor makes overall balance of transaction which is “total cash in hand = opening balance + receipts of day – payments”. After balancing our supervisor makes detail of soiled, sorted and unsorted cash in hand on symbols screen TMFT645. We file the record of every day in proper a separate Box File. The specimen of such sheet is attached.

Cash is of four types Soiled, Unsorted, Sorted, and Fresh Currency notes. All three days I

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worked as cashier and learned so much about cash counter which I will explain in my viva.

On 21st I got free at 8pm, 7:70 pm on 22nd, and on 23rd December at 8:30pm.

24th December 2015, Thursday, 11 working hours: Today Ali came to bank after five days and I was back on my CSR designation. Today sir Ather taught me the whole procedure of call back for amount transactions. As talked about earlier in report, call back procedure is done for a cross branch cheque for bearer, not for the account holder above 100,000 amounts, and for 300,000 for same branch cheque for cash or for transferring the amount in another account. The procedure is simple. The cheque is scanned through scanned to have an image of cheque, then the cheque image is attached to the composed mail. The mail contains a request from other branch to confirm the payment of cheque by contacting its customer. The sentence used its written as “CALL BACK CONFIRMATION REQUIRED FOR THE ATTACHED SPECIMEN CHEQUE, KINDLY CONFIM” the example of CBC is attached with the page. After receiving the mail from our branch, the other branch then contacts its customer on landline or cell phone for confirmation of payment of cheque amount to bearer. Call back for our same branch is simple. Any cheque of amount 300,000 or above requires confirmation by contacting the customer on his landline or cell phone. The customer details are retrieved through FM145, the client registration number is obtained from RBA11 and then pasted to FM145 to obtain the contact number. Today I reached home at 8:30pm.

25th December 2015, Friday, 11 working hours: Today sir Ather taught me the working of account opening procedure, which is a lengthy process so he appointed Shakil to train me. An individual account is divided in to two types, foreign account which is operated through an IBN (International banking number), and the other one is simple account which is operated by account number. The account opening is not a simple process that can be learned properly in just 2-3 days, it takes about 3-4 weeks for just learning it and about 4-5 weeks to have a full grip on this process. So from today, I had to properly focus on account opening process, until I have full grip on this working. The whole day I was learning the account opening procedure from Shakil (an account opening CSR). The whole scanning technique of account to be opened, it’s uploading and posting through courier to head office. Today he told me all the procedure of account opening, I helped him his task of gathering information, verifying the customer from VERISES

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software, it is a centralized verifying software of NADRA Pakistan that helps UBL to verify the customer’s details provided by him. It also makes easy to get proper information of customer. Today I learned getting information of customer and learned how deal with customers when it comes to guiding them for opening a suitable account. I left branch at 8pm after a very hard working day.

26th December 2015, Saturday, 5 working hours: Shakil consistently focused on teaching me proper way of account opening. First of all a customer selects whether to open a saving or current account, all types of saving and current accounts are given in the attached account opening form specimen. After selecting the initial mode of account opening types, he has to select from the three types of saving or current account and those types are Business Partner-Plus Account or Rupee Transaction Account. Then he has to select from General banking account to Priority Banking Account. UBL offer its customer an Islamic banking service known as UBL Ameen which is totally interest and bank commission free service:

UBL also offers a Priority Banking type, in which customer is treated as a prior customer in all manners. Such priority customer gets prior services in such a way that he gets cheque books free, no ATM charges, a separate customer dealing branch in which only the priority customers are allowed; in fact priority banking is almost. But such customer as to maintain about 200,000 to 300,000 in his account all the time, further details are given in account opening form. Then the customer selects account type according to signatories; I mean individual or joint account. Then we require account related documents and fill up the account opening form, after that we fill up the SS card (Signature Specimen Card) by customer’s signature. After filling up form and receiving documents, it’s time to scan the documents and upload to the CAPS (Centralized Account Processing System), which is official site of UBL’s head office Karachi for opening an account. After uploading the form on CAPS, we courier the original form to the Head office Karachi, then head office further

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processes the account and generate an account number through which the account can be now operated all over the world.

After account number is received, the customer is requested to deposit an initial amount (initial deposit) in account so that the account can be operated. After initial transaction, the head office mark the account as operated account, after that customer receives cheque book and ATM card from branch. Today I worked for 11 hours and left bank at 2pm.

Weekly Report Six 6: 27th December 2015, Monday, 11:30 working hours: Today I’ve learned about the documents that are necessary for the account opening procedure that is given below in detail: ACCOUNT OPENING DOCUMENTS: Individual account: CNIC copy, and Source of income is required such as pay slip or letter head of company accounts.

Joint account: CNIC photo-copy and Source of income is required of both partners.

Sole proprietorship account: 

Attested CNIC copy.



NTN certificate copy.



Account opening request on company’s letter head.



Sole proprietorship stamp.

Partnership/Club/Society/Association/N.G.O/Trust Account:



Account opening request



Certificate of registration



Certified copy of partnership/trust deed



Certified copy of rules



Signature of all partners on letter of partnership.



Certified copy of resolution.

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

Copy of bye-laws.



Copy of NTN certificate.



Attested copy of CNIC Limited company account:



Certificate of incorporation



Certificate for commencement of business.



Memorandum of association.



Article of association



Current list of directors.



Copy of board resolution.



Attested copies of CNIC of all the directors.



Copy of NTN certificate and form 29.

Today I filled up about 5-6 account opening forms by the assistance of Shakil. He taught how to fill the account opening form and what necessary documents are required for an account and use them in account opening form. The whole day I worked with Shakil and left the branch at 8:30pm.

28th December 2015, Tuesday, 10 working hours: Initial deposit is deposited into the account that is opened recently, this deposit is deposited according to the account nature, and for example an individual account’s initial deposit can start from just 100 Rs. But for a partnership account minimum initial deposit will be 50,000. Account types for partnership accounts are two that are given below: Business Partner-Plus (BPP) Account: Business partner plus account is a type of company account that’s initial deposit is 25,000 Rs and the account holding company has to maintain such amount in the account, otherwise 50Rs per day will be charged from the account. This account can be opened for an individual person also; benefit of such account is that the account holder can transfer the amount all over Pakistan any time without any charges. The BPP account holder can withdraw or deposit money any time without any charges; it can deposit a cheque of cross bank at any time without charges.

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Rupee Transaction Account: This type of account is similar to the PLS account, and totally opposite from the BPP account with no minimum amount maintain-ace requirement, but on every cash transaction some amount is deducted from the account. 375 excluding FED or 0.20 excluding FED whichever is higher on cash withdrawal and 350 excluding FED or 0.10% excluding FED whichever is higher on cash deposit. Details are shown in the attached document of UBL SOC (schedule of charges).

Today I have learned a lot, about account opening procedure, and helped Shakil in this task all day long. Every day is another new opportunity to gain experience from my work and my seniors. Till now, I have not opened an account physically, but I have learned a lot about account opening, still so much to learn about, I left branch today at 7pm.

30th December 2015, Wednesday, 10 working hours: Today sir Ather taught me about cheque books, lockers and financing offered by UBL. They are explained in detail with charges below: CHEQUEBOOKS: a. cheque books are divided into 3 categories. 25, 50, and 100 leaves cheque books. b. Charges for 25 leaves cheque books are 100 Rs. For 50 leaves 200 Rs are charges and 350 for 100 leaves cheque book.

LOCKERS: SMALL 1000 Rs charges pr year are deducted and 250 Rs refund able security.

MEDIUM 1750 Rs per year are deducted and 500 refundable security.

LARGE 2500 Rs per year are deducted and 900 Rs refundable security LOANS: Car Financing: Loans for purchasing cars and auto vehicles are provided even through our own banking system and through local purchasing.

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Marriage Loans: Loans for marriages purposes are also provided at several interest rates.

Real Estate Loans: Loans for purchasing land building and houses and different rates and duration schedules.

Other Loans: Other short term value loans from 25,000 Rs to 500,000.

All the charges of Lockers and Loan installments are automatically deducted from the account. Lockers are operated by the customers with a proper entry system, and the account holder or any signatory can operate the locker. Any relative mother brother sister cannot operate the locker, and in case of death of the account holder the locker will be sealed by the bank and the bank hand over all the stuff to the SBP. Further SBP gives the locker stuff to account holder’s family according to his will. An account holder having a locker can deposit his stuff like expensive jewelry, important documents and any other precious things under the safe custody of bank. Operating a locker include a proper procedure, one locker is operated by three different keys. One key is given to the Operation Manager, one is to the locker holder and one is to any of the branch’s senior CSR. This division allows prevention of any illegal operation of locker by any other person. When a customer wants to operate his locker, he fills up a request form called as locker operation form the LOF. Then the application receiving CSR files up such request form and make up an entry op locker opening in symbols screen TMLF0215, such entry is a form of record keeping to prevent any future misleading information for customer.

UBL offers easy financing facility for any business of small or large scale, and for other purposes such as marriage, property etc. at an easy return value of 0.7% to 0.10 % according to the duration and value of loan. Car financing and leasing is also offered, but according to leasing department records 2016, car leasing business ratio has fallen up to 60% for last 10 years. I left branch today at 7pm.

31st December 2015, Thursday, 10 working hours: Today was the ending day for the Bank and it was a very busy day, we opened all records of last years, assembled them, and instructed by Sir Kamran to file them properly.

All manual record keeping of ATM register, Cheque Book records, KYC files, all documents of Account Opening including customer source of funds, CIF amendment forms, KYC

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updating forms, requisition, daily cash updating reports, Teller Sheets, Bills Scrolling Files, SBP balancing sheet files, CC cancellation request files, Capture Card request Files, and many more needed to be properly arranged date wise in one separate file. This has to be done as it is an Audit requirement for every bank. I did spend the whole day with Sir Ather and shakil in helping them to file up the record of every day from 1 st January-2015 to 31st December-2015. It was a very messy day, we had to find and finalize the documentation process before the end of the day, because sir Kamran has to report the completion of the all documents to the Head office today. The process was not that easy, we had to find out all the files individually and complete them if some of sheets were missing, by making new sheet through symbols screens such as RBA11 etc. We completed all the records at 7pm the bank offered Dinner to us because of the last day of the year and the next day was holiday for bank. So we completed our work by 7pm and we went to Gourmet Grill Hotel after that. I worked today for 10 hours at bank.

New Year 1st January 2016, Friday: Today the Bank was closed because it is the first day of the year, and all banks including SBP was closed today.

2nd January 2016, Saturday, 5:30 working hours: Today Sir Ather taught me how to do an RTGS (Real Time Gross Settlement), it’s similar to Same day Clearing. But the difference is that in Same-day clearing, customer has to deposit his cheque in before 9:30 in the morning. After 9:30 the same-day clearing cheque will not be deposited because the cheque received has to be delivered to the NIFT department before 10am. This short time allows the whole banking procedure to clear the funds of customer in his account in the same day. Otherwise in the normal clearing the funds of a clearing cheque are cleared in the account in the evening of next day after 5pm.

But in same day clearing funds are transfer in the same day. While in RTGS, there is no fixed time of depositing the cheque for same day clearing of funds in the account.

How does RTGS works, I will explain it with an example. For an instance, our customer Zahid deposits his cheque of his Allied bank account to our branch for his cheque funds to be cleared in the same day. Now if the same day clearing time has passed or if the

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Allied bank in which our customer has account is not a member of same-day clearing, and still our customer requests us to clear his amount in same day then we treat such cheque as RTGS. We will scan the cheque and send it to the Head office of UBL which further sends the same mail to SBP’s official centralized clearing site along with a request attached of funds to be cleared in the same-day of the attached image of cheque. Then the SBP after receiving request contact the Allied bank’s head office to treat such customer by finding any restraint on his account and if there is no issue with the customer’s account such as insufficient balance in account, or signature difference etc, the Allied bank clear the funds by sending an intimation order to the SBP of cleared funds which further are received by our branch. And on the basis of such intimation, we clear the funds into the customer’s account. A specimen of RTGS explaining the whole procedure is attached with the page. It is an original mail from SBP’s centralized mailing system which is attached. I practically did 2 RTGS today which explained everything about RTGS. Today I stood with Sir Ather, he told me all about mailing systems of u-connect.com and I left bank at 2:30pm.

Weekly Report Seven 7: 3rd January 2016, Monday, 11 working hours: Today I have learned about FOBC (Foreign Out-bound Bill for Collection), it is similar to OBC the difference is that in OBC we use our procedures to collect or to clear the funds of our customer of such cheque which belongs to any rural area where UBL’s branch is not situated. For example, our customer deposits a cheque of HBL’s branch situated in Chichawatni, where there is no UBL’s branch. So it gets difficult for us to clear the amount of such bank’s branch, here we use OBC to clear such amount. In an OBC we send HBL’s cheque to Chichawatni which further clear our funds to the Karachi head office through SBP, and the HO clear funds to our branch. It takes about 8-10 days for an OBC’s amount to be cleared. A specimen of OBC collection intimation is attached.

Same procedure is used in FOBC but this time the funds have to be cleared of a foreign currency account. For example, our customer has an account of foreign currency in HBL and he presents a cheque of his account of TobatakeSingh branch, where nearby UBL branch is not situated. Now we will lodge that cheque in TMOB001 screen of symbols, and further we will send that cheque to the HBL TobatakeSingh branch along with an intimation to debit the account of customer by making a pay order or CDR in return so that it could incashed, or transferred in the UBL account. In an intercity cheque, the NIFT department

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takes all the responsibility to debit the other branch account and credit our account, but in an FOBC and OBC we directly send the cheque to the concerned banks branch, which further makes pay order and debit the customer’s account. A specimen of OBC screens and intimation copy is attached with assignment which can further explain the whole procedure. Now in FOBC the HBL branch will make the pay order in a Foreign Currency account and send it to us so that it can be credited. This takes about 15-16 days for FOBC amount to be cleared. All the day I have learned how to contact with foreign branch of UBL, I got a list of our foreign branches situated all over the world. I got free at 8pm today.

4th January 2016, Tuesday, 10:30 working hours: It was a regular day in customer dealing, helping them in all matters such as form filling, helping customers to amend their information through CIF (Customer Information) amendment form, operating lockers, guiding them to open account that suits them. I being a CSR have all the responsibilities to help customers in several banking issues. The whole day I helped Sir Ather in dealing customers, and learned so much about customer dealing, Sir Ather said me to control the mailing and calling issues. If a customer calls and he wants me to tell him his balance of account, I will ask him for CNIC number, then through CNIC number I became sure that he is the account holder and I am not sharing information to any other person which is restricted by SBP. Today I left bank at 7:30pm.

6th January 2016, Wednesday, 11 working hours: Today sir Ather taught me about OFTT and IFTT. OFTT is (Outbound Foreign Telegraphic Transfer), it can be explained through an example, and For example our customer has an account in the DIGI Bank Australia. Now our customer will deposit the cheque to our branch to debit the cheque amount and send the funds to his account of DIGI bank Australia, on customer request now we will debit our customers account and send such amount to our corporate branch, which will further send the amount to SBP. The SBP sends the credited amount to the related Bank; such amount will be in form of an intimation which travels from our branch account to the Australian DIGI Bank. Same working is done in IFTT, but now it is an inflow of cash in our branch. IFTT (Inbound Foreign Telegraphic Transfer) is done if a customer wants us to credit his account by the debited funds of a foreign bank account. OFTT and IFTT is much time taking difficult process, an OFTT and IFTT is done in 3 ways:

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

Same Bank to Same Bank Transfer.

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One Bank to another Bank Transfer.

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Same Currency Transfer.

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One Currency to another currency Transfer.

The names can explain the working of OFTT of different kinds shown above, all types have different time period. A specimen of OFTT is attached with the assignment. Today I left branch at 8pm.

Reaction and Feedback: In those six weeks I have learned a lot in UBL about banking, about customer dealing, customer satisfaction and their need, and more specifically about a CSR 23. Doing job in a banking sector is more risky than the all other sectors; you have to stay conscious about all matters all the time. We are dealing with customer’s money and maintaining their account and records, so it is a bit risky in all matters. I have learned so much in those internship days at bank, but still there is so much to learn about working as a banker. A customer contains a high level of expectation from you regarding services while he enters the bank, and a banker has to meet such expectations to retain the customer. Banking sector is totally focused on customer satisfaction in this age of competition, even if you get more or less from bank; you have to deliver the best of you in Bank because UBL says where you come first.

The duties, accomplishments, new knowledge acquired, problems encountered are clearly explain in the whole internship report, the main problem encountered by me was that, I was not addicted to such a tough routine, so in start the Job routine definitely disturbed me a lot. But the staff was very cooperative and friendly, here I would like to share a saying of my BM, she used to say that this is your family other than the family that lives in home. So work here as you are working for your own home.

Experience Impact on Career: This experience will definitely impact my career so positively that I would be able to face any sort of working condition in future. Working in the busiest branch of all was a very tough experience but my CSOM once said that if you get trained in such a harsh environment and tough working conditions, you will get able to face any of the working environments in the world.

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Note: All necessary documents used during in my working, and all of the main Symbols screens are attached with the hard copy of the report. Further details of screens used, will be explained during presentation and viva assessment.

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