Internship Report on Siddhartha Bank Limited (SBL), Nepal.

Internship Report on Siddhartha Bank Limited (SBL), Nepal.

CHAPTER ONE

INTRODUCTION

1.1 Background

The development of any country depends upon the economic development of that country and economic development is supported by the financial structure of that country. Banks comprise an important segment and priority sector of financial infrastructure in any country. In the modern economy, banks are considered not as dealers in money but as the lenders of development. As per Nepalese financial sector, it is composed of the banking sector and non-banking sector.

Bachelors in Business Administration are the program degree program introduced by Tribhuvan University (FOM) which has the academic duration of eight semesters covering international standards of four years. This program is directly coordinated, monitored and controlled by TU (FOM), Office of the dean which also functions syllabus design and holding the examinations.

The internship program has been designed by TU for the partial fulfillment of the degree of BBA of the course Banking and Financial Management. According to the designed pattern of this program, students need to undergo internship for the period of the minimum of 8 weeks and prepare the report for the fulfillment of BBA program. With the help of internship program, students can highly develop their interpersonal and communication skills to sustain the pressure from today’s competent world. The internship is considered as a platform for gaining practical knowledge to perform effectively in the dynamic and competitive environment with working experiences.

 In order to accomplish this course of internship Siddhartha Bank Limited, Tinkune Branch has been selected. This project report is based on experience while working as an intern in the bank and main focus is on Customer Service Department and Remittance Department.

It was a great opportunity to work as an intern at Siddhartha Bank. This experience gave me an opportunity to cope up with the working environment in the bank and utilize conceptual knowledge in the specific area of the study.

1.2    Objectives of the study

Internship plays the vital role to gain the practical knowledge and to develop our corporate skills. The objective of our study is to gain sufficient knowledge about the working system of the organization. Various objectives are fulfilled during internship periods such as understanding organization practice and policies, gaining conceptual and analytical knowledge about the banking industry.

The main objectives putting it all together are as follows:

1.    To familiarize with the realistic environment inside the institution.

2.    To cope up with the corporate culture.

3.    To identify the status and trends of product available in Siddhartha Bank, Tinkune.

4.    To gain the required strength to face the problems that come in the way.

5.    To develop the confidentiality level, competitive level, performance level in order to face the problem that comes in the way.

6.    To practically apply the theoretical knowledge in the business field and to build up the exposure facilities.

1.3    Methodology

1.3.1    Organization selection

Selection of organization for the internship program is always a crucial task. As internship program provides an opportunity to learn about the organization and get better understanding and a more balanced view of organization it must be selected in personal interest and related field of specialization.

One of the major fields is the banking sector. Being the student of BBA specialization in at the present scenario, among different fields related with the management and finance, the internee has selected the commercial bank, more specifically SBL as the destination, because banks are the most prominent user of management and finance. I was sure of getting the proper knowledge about the banking knowledge, trends and modern banking practices in SBL.

1.3.2    Placements

During my internship period, I was placed in customer service department of the Tinkune Branch for four weeks. For four weeks, I was in remittance department.

Table 1.1 Duration of internship in various departments

S.N	Department	Duration
1	Customer Service	4 weeks
2	Remittance	4 week

1.3.3    Duration of internship

Under the BBA program of TU, internship of 8 weeks is compulsory for BBA students, so I got the golden opportunity to work for 8 weeks in Siddhartha Bank and got the chance to face the real workload. I did my internship from 10th May 2012 to 1st August 2012 at Tinkune Branch of Siddhartha Bank. During the internship period, I was placed in customer service and remittance department to acquire adequate knowledge as far as possible in limited time.

1.4    Activities Performed in Organization

As I was placed in the Customer Service Department and Remittance Department, I performed various activities related to CSD and Remittance Department. The activities I performed in the organization, during my internship on the basis of the department are as follows:

1.4.1    Customer Service Department

•    Dealing with different customers both regular as well as new to the organization

•    Responding queries of the customer related to the products and services

•    Providing different kinds of forms to the customer such as Account opening form, Account closing form, debit card application form, Internet banking form, SMS banking form etc.

•    Collecting necessary documents required for account opening procedures from the customers.

•    Providing the balance statement and balance certificate to the demanding customers after verifying the account holder signature.

•    Recording the ATM cardholder information in the register after the arrival of ATM card and providing them to the respective customer after verifying the signature.

•    Preparation of cheque books, recording the information and providing it to the respective customer after verifying the signature.

•    Informing the customers who they do not collect their ATM cards and checkbook at the given time.

1.4.2    Clearing Department

Clearing Department is one of the counters under the operation department where both the inward and the outward cheques are handled. An individual might receive payments via cheques of various banks, but it will be time-consuming for him to go in all the banks.NRB provides the common platform for each and every bank to deal with the cheques of different banks. The basic works performed are as follows:

•    Receiving the cheque for clearing.

•    Endorsing the cheque

•    Making entry in the ECC system for clearing

•    Informing the client in case of cheque return

•    Returning the rejected cheque to the respective clients and maintain proper records

•    Handling queries of the customer regarding their cheques sent for clearing.

1.4.3    Remittance Department

Remittance simply refers to the transfer of funds from one place to other and from one country to another through various means. Remittance provides very effective services to its valued customer. The works performed in this department are:

•    Finding out from where the money was sent

•    Receiving the confirmation

•    Contacting helpdesk to solve problem

1.5    Limitations of the Study

Doing the internship was a great achievement in itself. However, there were still some limitations. The main limitations of internship are listed below:

•    Due to lack of time, the study of each and every activity of the bank in depth was not possible.

•    Due to secrecy to be maintained in an organization, unavailability of information created a problem.

•    Some portions of the data analysis are based on the verbal information provided by the employees of the concerned department so there may be some degree of data inaccuracy of data presented in this report.

•    The bank staffs was very busy on their work and they have very little time for interns.

CHAPTER TWO

INTRODUCTION TO BANKING INDUSTRY

2.1 Meaning of Bank

A bank is a financial institution licensed by a Government. Its primary activities include borrowing and lending money. Many other financial activities were allowed over time. For example, banks are important players in financial markets and offer financial services such as investment funds. In some countries such as Germany, banks have historically owned major stakes in industrial corporations while in other countries such as the United States banks are prohibited from owning non-financial companies. In Japan, banks are usually the nexus of the cross-shareholding entity known as Zaibatsu. In France, bank assurance is prevalent, as most banks offer insurance services (and now real estate services) to their clients.

 The bank is a financial institution, which deals with money. It allows interest on the deposits made and charges interest on the loans granted. The different in the interest rate on lending and deposit, interest rate spread, is the major source of income for the bank. Interest on lending is higher than the deposits. It is an agent of its clients, which remits money, collects incomes and pays expenses on behalf of them. It performs the wide variety of functions, which provide utility to the individual, corporation and general public.

The bank has been defined by different people and institutions in various ways. Some of the definitions are as follows:

According to US Law, “Any institution offering deposit to withdrawal on demands and making loans of commercials or business nature is the bank.”

According to Crowther, “The banker’s business is to offer his own exchange, and thereby creating money.”

Thus the bank is a financial service institution especially concentrating on credit, saving and payments services and performing the widest range of financial functions of any business firm in the economy. So, the bank has become the essential part of modern society, which helps in the development of the overall condition of a country.

2.2 History and Origin of Bank

The word ‘Bank’ has been derived from the Italian word ‘Banco’ which means a place for keeping, lending and exchanging money. The origin of banks can be traced back to ancient Greece and Roman civilization where the people used to store precious metals and coins at the safe places. In England, banking originated with the goldsmith who started to accept the deposits from the merchants. The banking sector started as the public enterprise in 1157 AD when the “Bank of Venice” was founded.

According to Crowther, the modern banking has three ancestors who are the merchants, the goldsmith, and the moneylenders. The merchant banker forms the earliest stage of the evolution of the modern banking. Merchants in those days required the remittance of money from place to place and while trading. This practice gave rise to the origin of ‘hundi’ in those days which are carried out today in the form of drafts, cheques, traveler’s cheques and other means of transferring the money. In England, the original representative of the private banks was the goldsmith. They charged fees against the safekeeping of the gold and silver. Later on the goldsmith started the banking function in 1800 AD.

The development of the commercial banks can be traced back to the 19th century. During this time, the banks turned their attention away from money changing business to many important jobs that come in the wake of industrial progress. The 20th century observed the development of various banking institutions highly specialized and sophisticated, particularly in the USA and the UK. Today organizations like IMF, ADB etc. are influencing the modern banking. Coming nearer, the ‘Bank of Hindustan’ was the first commercial bank of India which was established in the year 1770 by an English Agent in Calcutta.

The modern economic system cannot function without the bank. According to the modern concept, banking is a business that not only deals with borrowings, lending and remittance of funds, but it is also the important instrument for fostering economic growth. Presently there are various types of banks are established, for instance, industrial bank, commercial bank, agricultural bank, joint stock bank, co-operative bank, and development bank with the different purpose.

2.3 Emergence of Banking in Nepal

 The banking sector is one of the oldest service industries in Nepal, which has gone through various stages of development since the time immemorial. Through the modern banking institution has a relatively recent origin in Nepal, some crude bank operations were in practice even in ancient times. In the 11th century, during Malla regime there was an evidence of professional moneylenders and bankers. It is further believed that money lending business, particularly for financing the foreign trade with Tibet, became quite a popular reign of Mallas. But there were inconveniences caused by lack of specific rules and regulations.

This led the then prime Minister Ronoddip (1877-1885) to established Tijarath in Kathmandu, which was a government financial institution supplying credit to the people at 5% rate of interest against the security of gold, Silver and Ornaments. Later Tijarath was replaced by the first Commercial bank, Nepal Bank limited, during the time of Juddha Shamsher which solved most of the problems related to trade and commerce faced during the period.

His Majesty King Tribhuvan inaugurated Nepal Bank Limited on Kartik 30, 1994 B. S. This marked the beginning of an era of formal banking in Nepal. Until then all monetary transactions were carried out by private dealers and trading center.

Nepal has many governments owned as well as private banking ventures. The highest authority on the pyramid is The Nepal Rastra Bank. This is the central bank of Nepal that decides and makes various guidelines for the banking sector of the country. The bank with the largest network in Nepal is The Nepal Bank Ltd. It is closely followed by Rastriya Banijya Bank. Currently, the banking system of Nepal functions under the overall supervision and guidelines of Nepal Rastra bank, which is the central bank in the country. The bank was established in 1956 B.S. under the Nepal Rastra Bank Act 1955. The new Nepal Rastra Bank Act was brought out in 2002 B.S. by replacing the erstwhile Act of 1955. The new Act has provided operational autonomy and independence to the Bank. Banks can be classified into 7 different categories on the basis of their nature. They are Central bank, Commercial banks, Development Bank, Agricultural Bank, Industrial Bank, Rural bank and Exchange Bank. There are altogether 31 commercial banks.

To reflect this dynamic environment, the functions and objectives of the central Bank have been recast by the new NRB Act of 2002, the preamble of which lays down the primary functions of the Bank as:

•    To formulate necessary monetary and foreign exchange policies to maintain   the stability in price and consolidate the balance of payments for sustainable development of the economy of Nepal

•    To develop a secure, healthy and efficient system of payments;

•    To make appropriate supervision of the banking and financial system in order to maintain its stability and foster its healthy development;

•    To further enhance the public confidence in Nepal's entire banking and financial system.

2.4 Commercial Bank

A commercial Banks means the bank which deals in exchanging currency, accepting the deposit, giving loans and doing commercial transactions The concept of bank evolved from the concept of commerce and bank as the financial institution, which deals in accepting deposits of persons and institutions and in giving loans against securities. Commercial bank supplies the financial needs of modern business by various means. Commercial banks offer a wide range of corporate financial services that address the specific needs of private enterprise. They provide the deposit, loan, and trading facilities but will not service investment activities in financial markets. Commercial banks play a number of roles in the financial stability and cash flow of countries private sector. They process payments through a variety of means including telegraphic transfer, internet banking, and electronic funds transfers. Commercial banks issue bank checks and drafts, as well as accept money on term deposits. Commercial banks provide a number of import financial and trading documents such as letters of credit, performance bonds, standby letters of credit, security underwriting commitments and various other types of balance sheet guarantees. They also take responsibility for safeguarding such documents and other valuables by providing safe deposit boxes.

In the previous year’s banks  were viewed as the acceptor of deposits only but this concept has now changed, the modern commercial banks have now been performing for the overall development of trade, commerce, industry, agricultural including priority and deprived sector. The growing banking needs, habits of the people and competitive environment has made the banking sector challenging.

The major activities of commercial banks are as follows:

1.    Accepting Deposits

The major important functions of commercial banks are to accept deposits from customers. Commercial Banks accept deposits from individuals, Partnership firms and colorations and from center government and local governments. The various types of deposits accepted by Commercial banks are as follows:

•    Current or Demand deposit

•    Time deposits

•    Saving deposits

The amount deposited in the bank for fixed period is known as fixed time deposits. The amount deposited under their account cannot be withdrawn before maturity of the time period. The deposits in this account pay higher interest in comparison to other accounts under savings. Similarly in the Current account, customers can draw money times in a day according to their necessities in which the banks does not pay any interest to the amount deposited under this account.

2. Providing Loans

The second important function of a bank is to provide different types of loans. It provides loans in the field of trade, Commerce, and industry and even to agriculture sectors. The principal business of commercial banks is to make loans to qualified borrowers. Bank loans may be classified as loans and advances, Overdraft, cash credit and discounting of bills and so on.

3. Investments

Commercial banks also extend credit when they purchase securities. A very high percentage of these securities represent obligations of governmental units.  These are the primary functions of the commercial banks and the secondary functions of commercial bank are as follows:

•    Safety of valuable goods

•    Issue credit instrument

•    Dealing of foreign exchange

•    Economic information and statistics

•    Work as referee

•    Issue of guarantee

•    Government transaction

CHAPTER THREE

INTRODUCTION TO SIDDHARTHA BANK

3.1 Company Profile

Siddhartha Bank is one of the rising commercial bank of Nepal. It was established in 2002. It is a class “A” institution licensed by NRB in the Nepalese economy. It was founded by reputed entrepreneurs and has strong and sizeable capital base. It is powered by professional and experienced management team. The bank is completely geared up for all. It is not just an ordinary bank, it is the bank that envisage in taking care of everyone’s aspiration. It understands that banking is no longer a number game. Success for them is not just the profit margin; they understand that we are looking for a financial friend. A friend, who understands, evaluates and invests our dreams and aspirations. The friend who will safeguard our saving of friendship.

The Bank is promoted by a group of highly reputed Nepalese dignitaries having wide commercial experience with the objective of providing excellence and professional banking services. The promoters and public are holding 51% and 49% stake of the bank respectively. With liberalization in financial markets and integration of domestic market with external markets; bank operations have become more complex and dynamic. SBL established in order to maintain its consistency, coping with the change and accepting the challenges coming from the environment. Today it has 41 branches and 45 ATM network established at various location all over Nepal in the relatively short period of commencing business.  SBL has been following the philosophy “Our Business is to understand your business" and with the various values as:

•    Customer Focus

•    Innovation

•    Performance Driven

•    Professionalism

Corporate Vision

Siddhartha Bank runs with a vision to be financially sound, operationally efficient and keep abreast with technological developments. The Bank firmly believes in customer focus as its core value; shareholder prosperity is a prime priority; employee growth is a commitment and economic welfare is a sincere concern.

Corporate Mission

The Bank desires to be one of the leading banks of the industry by fulfilling the interest of the stakeholders and also aims to provide total customer satisfaction by way of offering innovative products and by developing and retaining highly motivated and committed staff. It directs all its efforts to move ahead with increased profits. The following mission statement is a guide to meet the Vision of the Bank:   

•    Be one of the leading banks of the industry in terms of profitability, productivity and innovation

•    Aim at total customer satisfaction by rendering efficient and diversified financial services through improved technology.

•    Build a highly motivated and committed team of staff by nurturing a good work culture to achieve superior individual performances aiming to enhance organizational effectiveness.

•    Be the place of pride to all its stakeholder

Corporate Objectives

Siddhartha Bank Limited has the following objectives-

•    Reclaim leadership within the national financial community.

• Provide competitively and customer oriented banking services to all customers through competent and professional staff.

•    Assist the government in its operation.

•    Help people to activate economic through loan circulation.

•    Assist the industrial growth.

Capital Structure

The authorized capital, issued capital and paid up capital of SBL are listed below:

Table 3.1 Capital Structure of SBL

Authorized capital	3,000,000,000
Issued Capital	1,571,130,000
Paid Up Capital	1,571,130,000

Sources of Funds

Figure 3.1: Sources of Funds

Ownership Structure

The bank has paid up capital of Rs.1.57 Billion and the structure is given below:

Figure 3.2: Ownership Structure of SBL

3.2 Organizational Structure

Organization needs to be divided into various departments, branch, and sub- branches for carrying out bank’s day-to-day operations in a smooth and efficient way. Every organization has different staffs in the different section to perform tasks systematically way in order to get the better result. A sound organization is essential for successful operation of an institution whether economic or social. So, a planned and effective organization structure is required to a business institution for systematic function, delegation authority and degree of responsibility for each function.

Figure 3.3: Tree Structure of SBL

The board of directors and the management team of the SBL is as follows:

•    Board of Directors

The board  directors of SBL are listed as follows:

                                     Table 3.2: Board of Directors

S.No	NAME	DESIGNATION
1	Chiranjilal Agrawal	Chairman
2	Poonam Chand Agrawal	Director
3	Mahesh Prasad Pokharel	Director
4	Bhagat Bista	Director
5	Subodh Todi	Director
6	Ratan Lal Kedia	Director
7	Hemant Gyawali	Director
8	Manoj Kumar Kedia	Director
9	Bishwonath Shah	Director

•    Management Team

SBL consists of the management team of all the managers and the department heads. These teams is the ones who supervise their subordinates and guide them to accomplish their work efficiently. The management team of SBL is shown in annex-3.

3.3 Branch Network

The Corporate office of SBL is located at Hattisar, Kathmandu, is also the head office of the bank providing all the major functions including rules and policy making, issuance of securities, treasury operations, payments, and settlement, and even international banking transactions are done through this branch. Currently, SBL has extended its 41 branches all over the country providing major operational functions and they are listed in annex-2.

3.4 Products and Services of SBL

The wide variety of products and services are being offered by SBL in the current market for its wide spread customers. They can be as follows:

3.4.1    Deposits

There are different varieties of deposits. They are as follows:

1.    Current Deposit

This account is meant to those institutions who would otherwise park their funds at their vaults where deposit and withdrawal of money are easily through your cheque.

2.    Call Deposit

This is a hybrid account of saving and current account which provides the return on excess funds. If we have a relatively stable fund, then current call account at Siddhartha Bank is the right account which not only safeguards your funds but also provides you interest.  The interest rate in this account depends on volume and stability of deposit and overall market conditions.

i.    Super Salary Account

It is a staff’s salary account where we can safely deposit funds with us and are provide with much-required banking service with added benefits.

Features

•    Account can be opened with zero balance

•    6% per annum interest on daily balance

•    Cheque book issuance at the minimum balance of Rs. 2,500

•    No restrictions for withdrawals and deposits

3.    Saving Deposit

A range of savings deposit accounts that can be opened with SBL to suit our requirements as:

i.    Siddhartha Jestha Nagarik Bachat

Accounts with retirement plans and meant for 50-year olds and above and has been designed with special privileges.

Features:

•    Minimum balance of Rs 1,000

•    Cheque book issuance at minimum balance of Rs 2,500

•    6% per annum interest on daily balance

•    No restrictions for withdrawals and deposits

ii.    Sarvottam Bachat

These accounts are for those who have liquid fund and are looking for saving with higher returns.

  Features:

•    6% per annum interest on daily balance

•    No restrictions for withdrawals and deposits

•    Issuance of cheque book, free of cost

•    NTC PSTN Bill Payment Services, free of cost

iii.    Siddhartha Nari Bachat

Accounts designed especially for women, this account boasts of a relatively higher interest rate and is bundled with an insurance scheme.

Features:

•    Minimum balance of Rs 1,000

•    Cheque book issuance at minimum balance of Rs 2,500

•    5% per annum interest on daily balance

•    Accidental death insurance coverage up to four times the account balance of the customer (minimum balance of the month of accidental death) or maximum amount of Rs. 500,000, whichever is lower.

iv.  Siddhartha Bal Bachat

Bal Bachat has been designed to suit child’s future plans where account are opened in child’s name that would inculcate a saving habit in an early age and help in making them understand value for money.

Features:

•    Account to be opened in the name of a minor, i.e. children up to 16 years old

•    Parents/Guardians can operate the Account

•    Minimum balance of Rs 1,000

•    Cheque book issuance at minimum balance of Rs 2,500

•    5% per annum interest on daily balance

•    No restrictions for withdrawals and deposits

v.    Siddhartha Mega Savings

If we have funds but do not want to park it in fixed deposit we can have Siddhartha mega saving account with these features.

Features:

•    Interest rate stands at 4.5%p.a.

•    Account can be opened with minimum balance of Rs.50, 000

•    No minimum balance required once the account is opened    

•    Interest earning starts from balance of Rs.50, 000 and above

•    FreeInward Remittance and ABBS Facility

vi.    Siddhartha Investor’s Saving Account

Investor saving account is an account for the easy transaction when investing in share market.

Features:

•    Account can be opened with zero balance

•    Cheque book issuance at minimum balance of Rs 2,500

•    6% per annum interest on daily balance

vii.    Siddhartha Bachat

Mother of all savings, Siddhartha Bachat is for someone who intends to bank with Siddhartha Bank without much of a hassle and cost.

Features:

•    Account can be opened with zero balance

•    4.5% interest on the daily balance.

•    Issuance of Cheque book upon maintaining Rs 500/- balance

viii.    Siddhartha Bishesh Bachat

It is a special product to cater saving needs and ensure life at the same time.

Features:

•    Minimum balance of Rs. 50,000

•    4.5% per annum interest on daily balance

•    Free accidental death insurance coverage up to Rs 500,000/-

•    Issuance of TC and Draft at competitive rates

•    Preference for Locker facilities

ix.  Siddhartha Remit Account

An account with SBL prior going abroad; which provides attractive facilities and even family members who receive remittance can also open remit account.

Features:

•    Account can be opened with zero balance

• Interest on daily balance: 6% per annum for NPR account and interest on USD shall be determined as per market condition

x.    Siddhartha Fixed Deposit

The wide range of fixed deposits at Siddhartha Bank is meant for investors looking for 100% principal protection and higher returns on their investments.

Features:

•    This fixed deposit is eligible for both individuals and   institutions

•    Tenure of the Fixed Deposit is 100 Days

•    Minimum lot size is Rs. 100,000

•    Customers can open (Siddhartha Bachat) in zero balance for credit of interest.

Table 3.3: Interest rate of fixed deposit

Fixed Deposit	Individual	Institutional
3 Months	4.5	4
6 Months	5.5	5
1 Year & Above	6.25-6.5% pa	5.5-6% pa

xi.    Siddhartha US Dollar Deposit

SBL even collects deposit in US Dollar for those diplomats and the business person having US Dollar transactions or incomes.

3.4.2    Business Loan

i.    Working Capital Loan

This facility finances the working capital requirements of trading, manufacturing and service units/industries. Working capital loans are granted in the form of Overdraft or Demand Loan or Time Loan facility. The working capital loan will help to build up inventories and receivables at a level required to run the business smoothly.

ii.    Term Loan

This facility is provided in the form of medium/ long-term loan for the purchase of capital goods and the creation of fixed assets in the form of purchase of land and construction of buildings. The duration of the loan is assessed by analysis of cash flow statement and balance sheet.

iii.    Import Loan

This facility is made suitable in financing international and local trade transactions carried out through Letters of Credit. For retirement of L/C bills, import loan is granted in the form of Trust Receipt Loan or Time Loan, which needs to be settled within a specified period.

iv.    Bills Discounted under usance L/C

The usance bills under import letters of credit opened by us may be discounted in conformity with Nepal Rastra Bank regulations.

v.    Export Loan

Bank provides export finance by way of pre-shipment and / or post-shipment loan, the pre-shipment loan is granted up to 80% of the relative export LC. This facility can be availed in foreign currency as well as local currency and loan are required to be settled by negotiation of documentary bills under export LC or from the proceeds of documentary collections or post-shipment loan.

vi.    Consortium Loan

When two or more financial institutions decide to extend credit facilities to a borrower jointly, the arrangement is known as consortium financing. If the funding requirement of the project is relatively larger, SBL arranges financing for such project through a consortium of the banks and / or financial institutions.

vii.    Bills Purchase

This facility is extended by discounting of cheques/drafts.

3.4.3    Trade Finance

•    Advance Payment

•    Documentary Collection

•    Import L/C

•    Export L/C

3.4.4 Bank Guarantee

•    Forward Contract

•    Bid Bond

•    Performance Bond

•    Shipping Indemnity Bond

•    Advance Payment Guarantee

3.4.5    Personal and retail banking

The personal and retail banking of SBL are as follows:

i.    Siddhartha Home Loan

SBL provides a loan for the dreamers to have a home.

Special Features:

•    To purchase land or land and building for residential or commercial use

•    To renovate/extend existing building

•    To pay off the personal debts incurred while acquiring land or constructing/purchasing a building

•    To construct a building on existing land

•    To purchase apartment, residential building from housing colony

•    Maximum up to 60% of the value of land or land and building

•    Maximum up to 20 years including moratorium period

•    Highly competitive interest rate and service charge

•    Repayment on EMI or EQI Installment with appropriate moratorium period

ii.    Siddhartha Personal Loan

Siddhartha Banks wide range of personal banking products and convenient services gives the tools needed to manage our finances, grow our investments and borrow for important purchases.

Special Features:

•    To meet the fund requirements for the business set up/business expansion or meet the other personal fund requirements.

•    Type of facilities: Overdraft, Time Loan, Demand Loan, and Term Loan

•    Maximum up to 60% of the value of land or land and building

•    Maximum up to 20 years for Term Loan including moratorium period

•    Competitive interest rates and service charge

iii.    Siddhartha Auto Loan / Vehicle Loan

Siddhartha Bank makes it easy to finance or refinance our vehicle with competitive interest rates and flexible repayment options; we can tailor our loan to meet our individual needs.

Special Features:

•    To purchase automobile for private or commercial use

•    Maximum up to 80% of the invoice value for new vehicle

•    Maximum up to 70% of the authorized value for used vehicle

•    Maximum up to 7 years

•    Competitive interest rate and service charge

•    Repayment on Equated Monthly Installment

iv.   Siddhartha Education Loan

Education expense is an investment for our bright future. Siddhartha Bank makes it easy to climb the ladder of academic qualifications by providing the variety of financial supports for college expenses.

Special Features:

•    To finance education expenses to pursue higher studies (Graduation, Post-Graduation, and Specialization etc.)

•    Type of facilities: Overdraft, Time Loan, Demand Loan, and Term Loan

•    Maximum up to 80% of the total expenses to be incurred for proposed study

•    To be backed by mortgage of land or land and building with at least 40% margin

•    Maximum up to 10 years in case of Term Loan including moratorium period

•    Competitive interest rate and service charge

v.    Loan against Fixed Deposit Receipt

SBL even provides loan against our fixed deposit in SBL as well as against fixed deposit in other recognized financial institutions.

3.4.6    Special Features

The special features of SBL are:

i.    Visa Debit-cum-ATM Card

With Siddhartha Bank Savings Account, we will get a Visa Debit Card at nominal annual charges that we can use to withdraw cash from any VISA network ATM in Nepal and India and in all the ATMs inside Nepal. We may also use your Visa Debit Card to directly make purchases through a Visa POS (Point of Sale) machine available at most stores. SBL issues VISA ATM card at Rs. 250 annual fees and even credit card to its customers to facilitate withdrawing of their fund from account across the numerous ATM terminals across the nation without visiting the bank.

ii.    Internet Banking

Banking could not have been more convenient. Just log in with your user ID and password and make banking a hassle-free routine; it is just there at the click of a mouse.

iii. Mobile Banking

Transferring funds or getting to know your balance is as easy as sending an SMS.

iv. SMS Alerts

What's more fun than tracking your debit and credit transactions in your account through an SMS at your mobile? You know what's going on in your account.

v.    Standing Instructions

Siddhartha Bank accepts and supports Standing Instructions. You don't have to worry about the chore of carrying out routine transactions. Just set up a Standing Instruction and leave it to us to manage.

vi.    Nomination Facility

You may nominate a person as beneficiary to your account proceeds.

vii.    Locker Facility

Locker provides maximum security and safe-keeping of valuables, goods and documents of the customers.

viii.   ABBS Service

SBL gives the flexibility of accessing our account from any of our branches across Nepal. It is just like visiting your own branch every time.

ix.    Evening Counter

SBL even provides evening counter facilities to its customer to get access with limited SBL facilities through its some specified branch offices.

x.    Holiday Banking

SBL also provides holiday banking facilities during public holidays to its customers from its some specified branch offices.

xi.    365 Days Banking

SBL also provides 365 days banking facilities to its customers through its branches and ATM terminals.

xii.    Branchless Banking Service

SBL has currently launched Branch Less Banking services to those customers in remote areas where there lack branches and ATM terminals of the bank with the help of its agents and Swap Machines.

xiii.    Siddhartha Club

Just by paying Rs 1000 per year, we can be a member of Siddhartha Club and can enjoy free banking for a bundle of other costly services. It also provides an incentive of Rs 1000, Free NTC / NCell Prepaid recharge card worth Rs. 200for every 5 new customers, we bring and other much more facilities.

Including all these products and services Siddhartha Bank even has various customized products and services that harmonize with the different banking requirements of its valued customers.

CHAPTER FOUR

ANALYSIS OF ACTIVITIES DONE AND PROBLEM SOLVED

4.1    Introduction to Customer Service Department

Customer Service Department (CSD) is the department which initial test the deals with the customer directly. Being the place of the first contact for most of the customers of the bank, it is one of the most important departments of the bank. Customer service is the process by which an organization delivers its products and services to the customers. This department interacts directly with the customers and the people coming for inquiries about the bank and its financial products. This is the only department that acts as an interface between the customers and other departments of the bank.

4.1.1 Roles and Responsibilities

The roles and responsibilities of CSD are:

Providing general information

CSD provides general information related to various services offered by the bank such as account opening, debit card, interest rates offered by the bank, and all the other queries made by the customers. I had also been involved in the problem solving of the customer related to different matters.

Opening account

I assisted many customer individual as well as firm in the process of opening the different kinds of accounts. I was mainly focused on 2 types of account one is the current account mainly opened by the firms for the business transaction with zero percent interest and the second one is the saving account which are mainly opened by the individuals.

i.    Current account

The current account can be opened in the name of the firm as well in the name of the individual.The procedure to open the current account is somewhat different from the procedure for saving the account. This account needs various documents regarding the existence of the firm, their registration, and other various documents.

Documents required to open a current account are:

•    Name and address of the firm

•    PAN/VAT certificate, minute, stamp of the firm

•    Required documents like the registration, clearance of tax, the nature of the business etc.

•    Two photos of the account opener

ii.    Saving Account

The saving accounts are opened by the individual. It’s easy to open the saving account in comparison to the current account.

Documents required for the saving account:

•    Copy of the citizenship

•    Two photos

Procedure of account opening is given below:

Whether it is the current account or saving account, it has followed certain procedure. The procedures of both the accounts are moreover similar.

•    Filing up of account opening form with the specimen/signature card.

•    Verification of the form by checking whether each attribute required is properly filled or not.

•    In the case of the current account, attributes are the name of the firm or individual, PAN/VAT no, minute, stamp of the firm, etc.

•    In the case of saving the account, attributes are the name of the individual, citizenship no or license no etc.

•    Verification of the form and the documents by the senior authority.

•    Entry of the information into the system.

•    Generation of the account number by the system.

•    Communication of account number to the customers.

•    Filling deposit slip of balance required

Making and Issuing Check Book

Customer request for the new check with an acquisition slip of checkbook (for the old customer) or deposit voucher (for new customer) is accepted. The slip contains the name of the account holder, no of check required and account holder signature. The signature of the customer in the slip is verified and finally the check moves for the process of printing. After printing and binding the check, it goes to senior authority for the signature after this all the check is finally handed over to the customer after that the customer sign on both the slip and register is taken to make a proof that the customer had received the check and cannot claim it again.

In the case of lost checkbooks, the customers should submit the application letter, the account is freeze for the previous check and a new check book is prepared and a certain amount is charged from the customer account for the same.

Issuing bank statement

As the bank statement is a very confidential  which contains detail information about the transaction of the account holder  it should not convey to the wrong person so to make sure that it is in the  right hand I asked for the identification of the person. As far as possible it should be provided to the respective account holder if account holder could not come and had sent a representative I need to ask for the proof with an application letter or sometimes it’s enough to have the signature of the account holder.

Checking balance

Many people come for the balance inquiry in the bank. Through CSD, account holders are provided the information regarding their balances as well as the date of deposit and withdrawal The NBL software facilitates to show the balance of the respective branch only. This all information is provided to the account holder only but if in case the account holder is unable to come then his representative can know the balance by bringing the application written by the account holder with his/her signature if signature matches then only the information regarding balance will be provided.

Issuing bank certificate

Bank certificate is provided to an individual or a company if the person is going abroad. The transactions and balance of the account holder are certified by the bank for the concerned embassy. The balance certificate is the proof that the person has the certain balance on the account of NBL. In the balance certificate, the Nepalese currency which is available in the bank account of the respective customer is converted to the currency where the customer is going. For  eg: if the customer is going to Netherland  then  the Nepalese currency will be converted to the Euro currency and this conversion is done according to the rate of NRB.

Accepting the request of Debit card and issuing

For a debit card, the holder must fill a form with different information like name address, account no, name in the card which may be different from holder own name and a photo. Generally the card is issued after one week. While issuing the card, the customer identification is taken and matched with the account holder if it matches then only the card is issued.The card is issued after the signature in the register. The request to renew the card of the old customer should also be accepted.For renewal of the card, the holder must fill the form as well.

Verification

Customers service department perform the verification functions well. The signature of customers as well as the  account no should be verified before providing any information relating to the account like balances, transaction history as well as before  issuing new cheek, issuing debit card etc.

4.1.2 Challenges

During the working period in this department, I faced many challenges but the biggest challenge was to deal with the customer having different characteristics. In a day, I have to deal with many customers and had to respond their each and every query. Besides the customers in this department I have to perform various tasks in a single day like opening the new account, making balance certificate, issuing checks, providing balance statement, handling calls soon. I could not devote the time in solo activities so there were many chance of doing mistakes.

4.1.3 Problem Solved

The working environment is always full of challenges, but these challenges have to be solved to make the environment a better one. But solving the problem or challenges is not an easy task but I had some of my effort to solve those challenges faced in CSD like dealing differently with the customer according to their nature and solving their problems, like the problem related to converting the old account number to the new one, search for the account number if the holder lost the account no, some holder may forget their signature for this the customer's face is identified by looking to the database and if it matches the customer are asked to  change the signature, some customer are not educated I have solved their problems by filling the information in the form and many more.

4.2    Introduction to Remittance Department

A “remittance transfer” refers to the transfer of money from an individual, usually a person who has emigrated from his/her city or country of origin, to another individual, usually a relative who remains at home. Remittance transfers are typically person-to-person payments and of low monetary value. There are two basic categories of remittance transfers:

•    Domestic Remittance:

Domestic remittance transfers occur when an individual transfers funds from one location to another within the same country.

•    International Remittance:

In contrast, an international remittance transfer involves an immigrant in a new country sending funds to his country of origin, or to individuals (usually family) in a third country. SBLhandles Siddhartha Remit, Reliable Remit, Western Union Money Transfer.

Remittance transfers help its customers to remit money from one place to another through agents appointed by the bank. The people working outside the country can send cash to their relatives through this service of bank. It is a reliable service which helps to send money from one place to another. Remittances contribute to economic growth and to the livelihoods of needy people worldwide. Moreover, remittance transfers can also promote access to financial services for the sender and recipient, thereby increasing financial and social inclusion.

4.2.1 Types of Remittance

On the basis of flow of funds, remittances can be categorized into two major types:

•    Inward Remittance

Inward remittance refers to the flow of money or fund towards the home country of migrant workers from host country where the migrant are working. It is beneficial for the home country where there is the flow of money towards its economy.

•    Outward Remittance

Outward remittance is that where there is the transfer of money or fund from the home country to the host country. It is the outflow of the fund from the home country of the migrant worker to that country where they are migrated. It is not good for any country because there is outflow of fund from its domestic income

4.2.2 Remittance Process

Functionally, most Remittance Service Providers (RSPs) operate in similar ways. In order to send and receive funds, RSPs must be networked. First, they must all have access points or physical locations along the “remittance chain”. At one end of the remittance chain, the “capturing agent” collects the funds from the sender, or remitter and, at the other end of the chain, the “disbursing agent” disburses the funds to the receiver. These access points may be banks, wire transfer offices, money exchanges to give but a few examples, and are the most visible components of the network. Apart from the physical access points, most of the remittance system remains invisible to the public. RSPs must provide a way for the capturing agent to communicate information to the disbursing agent with regards to the transfer that is occurring.

4.2.3 Positive Impacts of Remittance on Development

One positive aspect of remittances is that they represent a flow of income for families in the developing world who might not otherwise receive assistance. Whether it is because of their location or social status, the majority of remittance receivers are the “invisible” poor. Remittances also help to foster a sense of financial democracy. The availability of remitted funds may also indirectly help the communities within developing nations where the money is spent.

Remittances are also a stable form of external finance, and, unlike other forms of private capital inflows, remittances remain stable and often increase during times of economic hardship. It is usually held that the amount of money remitted is inversely related to the strength of the receiver's national economy. That is, remittances increase sharply following economic crises. Remittances, therefore, provide a safety net during sudden economic downturns, financial crises, and unexpected shortfalls.

4.2.4 Negative Aspects and Potential Drawbacks

When the immigrants continuously remit funds to their home countries, the potential exists for the receiving community to become dependent upon those remittances. An abrupt halt in the flow of remittance in such a case can be devastating. The risk of such a calamity is greater in countries like Nepal where the amount of remittances represent a high percentage of that nation's GDP.

Another potential drawback informs the debate as to whether remittance transfers, as a whole, increase or decrease inequality between the “haves” and the “have-nots.” However, most of the criticism that surrounds international remittance transfers is centered on the lack of transparency of formal systems. Depending upon the local economy and the network, a disbursing agent may charge a fee in order to ensure he is compensated for his role in the remittance.

4.2.5 Remittance Service of SBL

At Siddhartha Bank Limited, Bills and Remittance Department provides a wide range of remittance facilities to the remitters not only within the country but also throughout the globe. The bank takes care of the needs of the remitters to receive funds from outside and to transfer funds anywhere in the world through its inward and outward remittance facilities safely and efficiently at the minimum of cost. The primary function of this department is money transfer; comprising of outflow of funds and inflow of funds.

Broadly speaking, SBL provides two types of Remittance facilities:

•    Inward Remittance:

 Inward remittance stands for the transfer of funds from other banks or agents of the Bank. It is the incoming fund or money which is collected by the bank on behalf of the customer and credited in their account. We have to fill remittance documents, verify senders and receivers and transfer amounts. It is done by verifying documents of the receiver (ID cards) and forwarding them for payment.

•    Outward Remittance:

Outward Remittance refers to the payment of money made by the bank to other banks. The money is transferred on the request of the customer by debiting their account or directly receiving cash from them.

Siddhartha Bank handles the inward and outward fund transfer in any part of the globe with the help of its worldwide network of corresponding banks. It operates under the guidelines of Nepal Rastra Bank and provides the following remittance services to its customers through various means:

•    SWIFT Transfers:

SWIFT stands for Society for Worldwide Interbank Financial Telecommunication System, which is a reliable communication network speeding up fund transfer and other financial messages. SWIFT is one of the fastest and reliable modes of money transfer. The remitted money is deposited in the bank account of the client from anywhere in the world. In order to transfer money, the remitter must mention the necessary details of the beneficiary and the SWIFT address of the beneficiary’s bank. The SWIFT address of the Siddhartha Bank is ‘SIDDNPKA’.

•    Demand Draft:

Siddhartha Bank can draw drafts on a number of its correspondent banks located all over the world. It has draft drawing arrangement with Standard Chartered Bank which enables the Bank to issue and accept the drafts. SBL honors bank drafts denominated in major currencies like Indian Rupees, United States Dollar, Euro, Great Britain Pound, etc.

•    Manager’s Cheque

It is a cheque drawn by SBL on itself, especially used for payments made by Siddhartha Bank. But it also can be issued by the bank as per the customer request. The beneficiary can send the cheque on collection or through clearing or can deposit it in his or her account with SBL itself. Suppliers accept the manager’s cheque from the party without any hesitation since it is a riskless cheque with no chance of default as the payment is guaranteed by the bank.

•    Fax Transfer

Siddhartha Bank also performs its remittance transaction through fax transfer. Due to the wide Nostro/Vostro relationship, SBL issues the drafts in most of the hard countries like USD, Euro, Great Britain Pounds, Canadian Dollars, Australian Dollars, Danish Kroner, Singapore Dollars, and Japanese Yen.

•    Telegraphic Transfer

The term Telegraphic Transfer or Telex Transfer often abbreviated to TT, is an electronic means of transferring funds overseas. It is the mode of fund transfer between a bank and one of its foreign correspondents to transfer local or foreign currency by telegraph, cable or telex. SBL provides the remittance service to its customers via TT for a fixed transfer charge while sending money.

•    Mail Transfer

When there is no SWIFT transfer or draft arrangement, the remitter may opt for mail transfer. As the name suggests, mail transfer is slow compared to other ways of fund transfer and it is regarded as outdated technology.

4.3    Introduction to Clearing

Clearing system helps to clear the cheques drawn on local banks by the customer. Clearing is the service facilitated by the banks in order to safeguard its customers from the hazards of carrying cash. In the absence of this service, the customer has to carry cash whenever there is the interbank transaction. This increases the individual’s risk of robbery and theft of the cash. Moreover, in case the volume of transaction is huge it is highly inconvenient and unsafe for the customer. Thus, the clearing function enables the customer to carry out the financial activities without the risks associated with handling the cash.

The Clearing service is beneficial for the bank’s perspective as well. It helps in reducing the cash management expenses of the bank by significantly lowering the cash requirement. It is beneficial for both bank and the customer. Thus, it is becoming more popular day by day. It is a system where the member banks in a specified area make settlement of the payment and receipts under the leadership of a common clearing house. Nepal Rastra Bank at Thapathali conducts manual clearing and Nepal Clearing House Limited performs the electronic cheque clearing function in the Kathmandu valley.

4.3.1 Advantages of Clearing

The Bank and Government encourage the people and the institutions to make the payment through cheques and clearing. Payment through cheques can be beneficial because it eliminates all the risk associated with the cash dealing. Clearing is a reliable mode of payment that safeguards the customer from the risks of robbery, theft and fraud. Moreover, the use and requirement to hold cash by the bank becomes less due to the clearing.

4.3.2 Clearing Drawbacks

The main drawback of the clearing process is the delay of the transaction. The cheques that are sent for clearing can only be realized at the end of the day it is sent for clearing. Moreover, the customers may prefer the use of cash to cheque as the cheque have the chance of dishonor.

4.3.3 Types of Clearing

Clearing is basically of two different types. They are:

•    Inward Clearing

Inward Clearing refers to the cheques were drawn on home bank i.e. Siddhartha Bank Limited, that are received from other banks for clearing purpose. Inward clearing of Siddhartha Bank is performed by central clearing department of SBL which is in Hattisar Branch.

•    Outward Clearing

Outward clearing refers to the cheques of other banks deposited by the customer for realization. In order to receive the outward clearing services the customer must have an account in the bank. The cheques received for outward clearing on SBL are sent to head office and new road branch for ECC and manual clearing are sent to central clearing.

The procedure of outward clearing in SBL is as follows:

1.    Clearing starts when the depositor fills a deposit slip and provides it to the Bank for clearing along with the cheque.

2.    At the time of accepting the cheque, the Bank verifies the following things before accepting the cheque:

•    The details in the deposit slip should be correct and should match the cheque.

•    The cheque should not be postdated or stale.

•    The Payees endorsement should be present.

•    The bank on which the cheque is drawn should be the member of the Clearing House.

3.    Once accepted, the department crosses the cheque by putting crossing stamp on the face of the cheque and makes the endorsement on the reverse of the cheque.

4.    The Bank credits the customer account and debits the outward clearing account with the value date of the next working day as the cheque is realized on that day.

5.    Cheques of ECC members and non-ECC members are separated and sent to the main branch with their summary sheet in which staffs put their signature.

6.    The cheques along with the clearing sheet are presented to the respective banks in the clearing house in case of manual clearing and in ECC clearing cheques are scanned and presented for clearing.

7.    The other bank verifies the cheques and informs either the realization or the return of the cheque.

8.    In case the outward cheques are dishonored and returned, the customer’s account is debited and the outward clearing account is credited.

4.3.4 Clearing Cheques Return

Cheque return is the act of dishonoring the inward or outward cheque sent for clearing. The cheques may be dishonored for the following reasons.

1.    Counter handling: It is the instruction given by the bank not to honor a particular cheque issued by him.

2.    Upon receipt of notice of the death of the account holder.

3.    Upon receipt of notice of the insolvency of the account holder.

4.    Upon receipt of notice of the insanity of the account holder.

5.    Defective title

6.    If the cheque is:

a.    A conditional one.

b.    A stale one.

c.    A postdated one.

d.    Mutilated

e.    Not drawn on that particular branch

f.    If the amount in words and figure differs.

g.    If there is no sufficient fund in the account.

h.    If the signature of the customer does not verify.

i.    If the endorsement is irregular.

While dishonoring the cheque, the bank should provide the reason for the dishonor. Thus, the bank returns the clearing cheque along with the return advice with the reason for the cheque return.

CHAPTER FIVE

CONCLUSION AND LESSON LEARNT

5.1 Summary and Conclusion

This report is prepared as per the requirement of eight semester of BBA under TU. This report is based on my personal experiences during the eight weeks period I worked as an intern in Siddhartha Bank Limited, Tinkune.

Siddhartha Bank Limited (SBL) is one of the commercial bank in Nepal which was established in 2002. It only does not provide product and services but even aims at total customer satisfaction by rendering efficient and diversified financial services through improved technology.

As a result SBL, today is found to be one of the leading commercial bank of Nepal providing the full range of commercial banking services through its establish 41 branches across Nepal and 45 ATM terminals and even with branchless banking facilities in remote areas which lacks its branches and ATM terminals. The reason behind its success can also be predicted as a result of new technologies and user-friendly banking software (Oracle Flex cube) is being used by the bank.

CSD and Remittance Department are the most important departments of any bank. CSD is the desk where customers are provided the required information. So, it is often called information desk. The main function of CSD is account opening, account closing, cheque printing and issuing, providing bank statement on request, distributing debit cards and providing customers with the required information on bank’s product and services.

Remittance Department includes the transfer of money from an individual, usually a person who has emigrated from his/her city or country of origin, to another individual, usually a relative who remains at home. Remittance transfers are typically person-to-person payments and of low monetary value.

Remittance Department also includes bills and clearing function in SBL. Clearing section is the main back of office in providing services to the customers of clearing transaction of inward and outward cheques. The clearing section provides different services including information about cheques and reason of dishonor of cheque to the customers.

5.2 Lesson Learnt

During this internship, I learnt different skills which will help in my personal and professional life. Some of the lessons learnt during this internship program are stated below:

1.    Way of Dealing with Customers

The customers are the biggest asset so they should be dealt with good care. In the bank, I came to know that the customers are different in nature so the customers should be dealt differently.

2.    Dealt with Real Situation

The prompt reaction is necessary for some action.so in many situations I learned how to respond to different issues (action).

3.    Way of facing different issues

While working in different department, I had to face different issues relating to customer complain about slow delivery of services, wrong information delegation so this situation had to be dealt with due care to retain the customers

5.3 Gap Observation

It’s totally different to be in the field than what we learn in the theory. In the theoretical knowledge, I learned that banks are free from favoritism and nepotism but these things are still prevalent in the company. I personally observed the different theories learnt cannot be solely be applied in the concerning field. It’s not so easy to convince a customer and offered the service they actually want as I thought it will be. The behaviors of the employees were very nice then I thought and heard from others. I thought that the senior staff will place me in the various departments according to them, but I can choose the department where I want to be and change the department as I like.

 Lastly, during my study, I found out customers are the greatest assets of any banks. The banks are constantly attempting to provide better or quality service to the customer. The behavioral issues are also critical as they make the customer feel satisfied. The unique and tailor made products and services are the targeted to fulfill the diverse needs of the customer. On top of that if they are made comfortable and properly addressed in a friendly way, they will be fully satisfied with the service. This helps the bank to achieve success by creating loyal customers and retaining them.

I have learnt that socializing with the people, dealing with the coworker or a senior, making the working environment cozier and friendlier are equally important in the organization. Informal interaction and communication among the employees help to ease the monotony of the job and create a pleasant working environment. My supervisors not only guided me about the banking, but they also shared their personal experience and facts that helped me get a better picture of the organization.

 I want to conclude that SBL is excellent in term of their services despite with some pros and cons with the issue related to customer satisfaction. SBL is established with the promise to provide excellent services to their customer and improve their customer satisfaction by specializing on the strength, overcoming its weakness and doing their best to retain their valued customers. 

It has been fantastic experience interning at Siddhartha Bank Limited, Tinkune. I got to know every bit of banking activities what has been accessed to me.

 

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