INTERNSHIP REPORT

This report contains a brief introduction of Bank Alfalah and different experiences that i gained and what i learnt during my internship at Bank Alfalah Airport Branch Rwp.

2009

PRESENTED BY AAMIR MUMTAZ

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TABLE OF CONTENTSAcknowledgements Dedication Companys name Vision statement 3 3

Introduction to Bank Alfalah

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44 4 4 6 7 8 9 9 9 10 10 11 12 14 15 18 19 30 32 33

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Mission statement Organizational hierarchy Board of directors Functions

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Products and services

Current account Pls savings account .. Royal profit Basic banking account: Alfalah kifayat account Alfalah mahana amdan Alfalah kamyab karobar .

Lockers Departments

Account opening department Remittances department Learning as an Internee Recommendations

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Acknowledgements All the praises are for the almighty Allah who bestowed me with the ability and potential to complete this Internship. I also pay my gratitude to the Almighty for enabling me to complete this Internship Report within due course of time. Words are very few to express enormous humble obligations to my affectionate Parents for their prayers and strong determination to enabling me to achieve this job. I also appreciate the cordial co-operation from all my concern Managers in the different departments of Bank Alfalah Ltd especially Mr. Waqas Sheikh (Branch Manager) Mr. Nouman Raees (Operations Manager) Mr. Bilal Iftikhar Janjua (Operations Officer) Mr. Badar Karim (Incharge CD) Mr. Asad yar khan (IT Officer) Mr. Saqib Saghir Butt for providing me requisite information and knowledge for compilation of my complete Internship. and

DedicationI dedicate this to all the members of Bank Alfalah Airport Road Branch Rawalpindi, for all their love & attention which has made it possible for me to make it up to this point and, who bestowed me with the courage, the commitment and the awareness to follow the best possible route, by their unmatchable style and by best possible training. AAMIR MUMTAZ

Introduction to Bank Alfalah3| Page

Bank Alfalah Limited is a private bank in Pakistan owned by the Abu Dhabi Group. Bank Alfalah was incorporated on June 21, 1997 as a public limited company under the Companies Ordinance 1984. Its banking operations commenced from November 1, 1997. The bank is engaged in commercial banking and related services as defined in the Banking companies ordinance, 1962.

COMPANYS NAME

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VISION STATEMENT

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To be the premier organization operating locally and internationally that provides the complete range of financial services to all segments under one roof.

MISSION STATEMENTTo develop and deliver the most innovative products, manage customer experience, deliver quality service that contribute to brand strength, develop a competitive advantage and enhance profitability, thus providing value to the stakeholders of the bank.

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Bank Alfalah Limited

Type Founded Headquarters Key people

Private June 1997, Karachi Principal Office, Karachi Pakistan H.E. Sheikh Hamdan Bin Mubarak Al Nahayan (Chairman) Banking Capital Markets Loans, Credit Cards, Savings, Consumer Banking etc.

Industry

Products

Website

www.bankalfalah.com

History Bank Alfalah Limited was launched on June 21, 1997 as a public limited company under the Companies Ordinance 1984. The bank commenced its operations on November 1, 1997. The bank introduced commercial banking and related services as defined in the Banking companies ordinance, 1962. After a few years, the bank introduced its new identity of H.C.E.B after the privatization in 1997. The7| Page

Branch Regional Group Chief Area CoManagers Executive Managers Chairman Heads Officer

CURRENT ACCOUNT:

Non interest bearing checking account. Minimum account opening requirement of Rs. 10,000 only. Debit card can be used to withdraw cash and make purchases at thousands of outlets across Pakistan which provides access to funds 24 hours a day. No restriction on number of withdrawals and on number of deposits

PLS SAVINGS ACCOUNT:

Profit & Loss Sharing Saving Bank Account. Minimum account opening requirement of Rs. 5,000 only. No restriction on number of withdrawals and number of deposits. Profit on saving accounts is credited to the customer account on half-yearly basis. Debit card can be used to withdraw cash and make purchases at thousands of outlets across Pakistan which provides access to funds 24 hours a day.

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ROYAL PROFIT:

Minimum Deposit requirement of Rs. 50,000 only. Higher returns on higher balances. No restriction on number of withdrawals and on number of deposits. Debit card can be used to withdraw cash and make purchases at thousands of outlets across Pakistan which provides access to funds 24 hours a day.

Profit is credited to the customer account on monthly basis.

BASIC BANKING ACCOUNT:

Initial deposit for account opening is Rs. 1,000 with no minimum balance requirement. Non interest bearing checking account. Maximum 2 deposits & 2 withdrawals through cheque is allowed. Debit card can be used to withdraw cash and make purchases at thousands of outlets across Pakistan which provides access to funds 24 hours a day. No restriction on ATM withdrawal.

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ALFALAH KIFAYAT ACCOUNT

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1. Who can open this account? Any Pakistani resident over the age of 18 can open this account. This account is for individual/joint customers only. Other customers like companies, corporate etc are not eligible for opening of this account. 2. What is the minimum & maximum balance requirement to open this account? Minimum balance requirement for opening this account is Rs. 10,000/- with a maximum of Rs.1, 000,000/3. How often can a customer withdraw funds? Three debit transactions are allowed in a month either through cheques or Debit Card/POS machine. 4. How often can a customer deposit funds? There is no restriction on deposit transactions. 5. Will customer be issued cheque book and Hilal (Debit) card? The bank will issue the first cheque book of 25 leaves and a Debit card. 6. When will the profit be credited in the account? Profit will be calculated on monthly minimum balance basis and will be credited in the account on quarterly basis. No profit shall be payable for a particular month, if the minimum balance for any particular day of said month

falls below the amount of Rs. 10,000/-. 7. Is online facility available for this account? Yes it is. (Subject to fulfillment of all related requirements) 8. Are their any service charges for this account? All service charges are as per the prevailing Schedule of Charges 9. How many Kifayat accounts can be opened by one customer? Only one account per customer will be allowed across all branches of Bank Alfalah. 10. When will account statement be generated? Account statement will be generated on half yearly basis.

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Alfalah Mahana Amdan Alfalah Mahana Amdan is a 3 year TDR with expected rate of profit of 10% p.a. This term deposit will provide an opportunity to individual/joint customers to enjoy higher returns that will automatically be credited to his/her current/PLS/RP/BBA account on 1st working day of each month. This facility is not available for business and corporate customers. Some salient features1. Minimum placement limit is Rs. 100,000/- and maximum placement limit is

Rs.15,000,000/-

2. Expected Rate of profit is 10% Per annum (as per PLS governing rules) 3. Profit will be automatically credited on the 1st working day of each month into

customers Current/PLS/RP/BBA account4. Free Personal Accident Insurance coverage up to the deposit amount or Rs. 1,500,000/-

whichever is lower.5. Customer can avail financing facility up to 90% of the deposit(as per banks policy) 12 | P a g e

6. Any Pakistani resident over the age of 18 can open this account 7. Alfalah Mahana Amdan term deposit can be maintained only at any one BAL branch

with a maximum cap of Rs. 15 Million. An undertaking shall be obtained from the customer certifying that he/she is not availing Alfalah Mahana Amdan Term Deposit Receipt facility from any other BAL branch.(included in AOF)8. Alfalah Mahana Amdan TDR will be issued for three years tenure with auto renewal

facility of principal amount i.e. the facility will be renewed automatically on maturity (i.e. 3 years)9. Alfalah Mahana Amdan TDR will be subject to Zakat, Withholding Tax as well as any

other applicable taxes.

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ALFALAH KAMYAB KAROBAR Online Current Account Bank Alfalah presents Alfalah Kamyab Karobar (KK) - a structured, branded, tier-based current account that caters to your banking needs & aspirations. This product will provide you the opportunity to enjoy free services alongside state of the art banking facilities, linked directly to the deposit balances in your KK account. Alfalah KK Account can be opened with minimum deposit requirement of Rs 25,000, while the degree of free services will be dependent on the minimum thresholds of respective tier. Its will give you the power to choose from different tiers and avail banking facility from any of the Alfalah branches PAN Pakistan. KK Accounts have strategically been tailored into 3 different tiers, allowing you to choose the allotted free service to your benefit. The three tiers are as following: Silver Gold Platinum

The unique tier based structure ensures that you can avail smooth & cost efficient facilities based on your current level of deposits i.e. Higher the deposit, higher the number of free services.

Some of the Salient features include (tier-based):14 | P a g e

Free Online Transactions Free SMS Debit Alert (Subject to availability) Free PO/DD Free Accidental Cover( Valid for up to two People) Free cash deposit across Pakistan Gold VISA debit/ATM Card with every account

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Bank Alfalah provides safe deposit locker facility to its customers for safe keeping of their valuables like documents, securities and jewellery etc. Important features of lockers facility are as follows:

Various sizes to choose from small, medium & large. Annual locker rent ranges from Rs.1,000/- to Rs.3,500/-. Locker rent is waived for customers maintaining a minimum deposit of Rs.2 million in current account or above US $25,000/- in a current account or US $50,000/- in a savings account.

Locker Rates The annual license fees of Locker Size Small Medium Large Special Charges Rs.1000/Rs.1500/Rs.3000/Rs.3500/Key Deposit: Rs.1000/(Refundable)

The license fees lockers will be payable in advance every year and no part of the same shall be refundable in any circumstances.

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In our endeavor to provide you versatile banking options to fulfill your financial needs, Bank Alfalah Limited presents the Alfalah HilalCard, a Debit Card which gives you unlimited access to your current / savings account with a simple swipe at millions of retail shops and ATMs worldwide. The Alfalah HilalCard comes with a host of conveniences and benefits combined with the wide reach of Visa Network, enabling it to be accepted at more than 1.2 million ATMs and 29 million retail outlets around the world, making it the most acceptable Debit Card available in Pakistan. What's more, it is easy to operate and can be used on any electronic self-printing POS machine where VISA is accepted, locally and internationally. No more hassle of remembering your PIN for retail transactions and no need to go to the ATM for cash withdrawal! one swipe and your transaction is complete.

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(Effective 1st July to 31st December 2009) Schedule of charges Card Issuance fee: a) Basic card Issuance / Renewal fee c) Alfalah Karobar Finance Debit Cards Issuance / Renewal Fee d) Supplementary card Issuance / Renewal fee Rs 500 Rs. 750/Rs 500

e) Supplementary Royal Platinum Debit Cards Issuance Rs. 1000// Renewal Fee f) Supplementary Alfalah Karobar Finance Debit Cards Rs. 750/Issuance / Renewal Fee a) Basic Card replacement fee: Rs.500 b) Royal Platinum Debit Cards replacement fee c) Alfalah Karobar Finance Debit Cards replacement fee Transaction retrieval fee: Cash Withdrawal : a) From Bank Alfalah's ATM b) From 1-Link member bank ATM c) From MNET ATM d) From Visa member bank ATM e) From Bank Alfalah's POS Machine f) From Non-Bank Alfalah's POS Machine Balance Enquiry : a) From Bank Alfalah's ATM b) From 1-Link member bank ATM c) From MNET ATM d) From Visa member bank ATM Third Party Transfers Fee a) Inter Bank Funds Transfer18 | P a g e

Rs. 1000/Rs. 750/Local Rs.350 and international Rs.800 NIL Rs.15/- per transaction. Rs.15/- per transaction. Rs.300 or 3% of cash withdrawal amount, whichever is higher. NIL Rs.300 or 3% of cash withdrawal amount, whichever is higher. NIL NIL Rs.5/- per enquiry Rs.25 per enquiry Rs. 50/- per transaction

Schedule of charges b) Inter Branch Funds Transfer SMS Alert Fee Virtual Card Issuance Fee Rs. 50/- per transaction Rs.30/- per month Rs. 100/-

DEPARTMENTSAs far as Bank Al-Falah Ltd is concerned, it is one of the top in all-domestic commercial banks in Pakistan. The rapid increase in branch network shows the Banks performance within seven years, which is worth considerable. However, this branch works with mostly all banking operations, which are normally performed by every commercial bank. It has basically following departments under which it operates all functions of bank diligently. These are mainly: 1. Account opening department 2. Remittances department 3. Accounts department 4. Cash department 5. SME/Credit department

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ACCOUNTS OPENING DEPARTMENTThis department is responsible for the opening and closing of accounts. In consideration of Bank Al-Falah Limited, opening and/or continuing to maintain any account, the Account Holder/Depositor or Investor would be bound by the terms and conditions written on the account opening form. The first part establishes the preference regarding the type of account to be maintained. The various choices offered in this regard are: Current Account Saving/ PLS Account Royal Profit Account Term Deposit Account Basic Banking Account Alfalah Mahana Amdan Account Alfalah Kifayat Account Alfalah Education Account

Procedure of opening an accountThe Account Opening Form When a client comes to the bank, and makes a request for opening of an A/C. The officer says20 | P a g e

that first fill up a prescribed application form. Completion of The Form The name, occupation, and complete address of the person opening the account are written in the columns that are provided in the form. Signatures are obtained from the customer where it is required. These signatures should be usual signatures and he would operate the account with them.

IntroductionThis requirement was vanished for some time but now again it is decided that it will be necessary. The introduction of a current account holder is accepted for the opening of either a current account or a saving account. The introducer should be Account Holder. The signature of the account-holder introducing the account is obtained at the place provided for in the account opening form.

Specimen Signature Card, Cheques Book Requisition, Online FormThe signatures of the client are obtained on a specimen Signature card Cheque book requisition and online form. These specimen signature cards are obtained in duplicate with two signatures on each card from the customer. Every time a Cheque is received for a payment from the client, the signature on the Cheque are verified by comparing them with the Specimen Signature Card.

Vernacular FormThe signature of the customer is also obtained on the vernacular form if he / she signs in a language other than English.

Account NumberWhen all the formalities are completed then the final approval of account has to be taken from the Branch Manager. After obtaining approval of the branch manager an account number is21 | P a g e

allotted to the customer all the information is entered into the computer. Then that account number is written on the Cheques Book, Specimen Signature cards and account opening form.

Send the form to Head OfficeAfter fulfill the entire requirement and verify the form from operation manager the form send to Head Office Karachi and make request to issue the printed Cheque book.

Issuance Of Cheque booksAfter opening an A/C with the bank, the A/C holder receive a letter of thanks from Head Office Karachi then after receiving this letter client come to bank and makes a request in the name of bank for the issuance of a Chequebook. The A/C holder mentions title of A/C, A/C number, signs it properly. Normally BAL issues a Cheque book having 25 leaves for Saving Account and 50 leaves Cheque Book to Current Account Holder. Every Cheque book also contains one leaf that is used for another issue of a Cheque book.

TYPES OF ACCOUNTSAccounts Of General Customers Minor Account Illiterate Person Account Joint Account Accounts Of Special Customers22 | P a g e

Individual Account Proprietorship Account Partnership Account Limited Companys Account Account of Club Societies and Association Agents Account Trust Account

Minor Account The natural guardian who signs both Account Opening Form and Specimen Signature Card can open account in the name of minor. Title of Account The title of account should clearly indicate both the names of minor as well as guardian in the following manner:e.g. Imran Rafique ( minor) Muhammad Rafique (Guardian)

Special Instructions The guardian will continue to operate the account even if minor attains the age of majority.

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Documents Computerized National Identity Card of Guardian Form B of minor In case guardian is appointed by the court of law then attested copy of guardianship certificate be obtained and placed on record.

Illiterate Person Account Before opening such account the illiterate person should be informed that he / she cannot issue Cheques in favor of any other person. Title of Account Name of account holder should be written in block form.

Special Instructions Personal Withdrawal Documents Copy of Computerized National Identity Card Two attested photographs to be obtained for pasting on AOF and other on Specimen Signature Card. Thumb Impressions Male -------- Left Hand Thumb Impression

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Female ------- Right Hand Thumb Impression Joint Account These are the account of two or more persons who are neither partners nor trustees. Account Opening Procedure:Title of Account Title of account holder should mention the names of all the joint account holders. Special Instruction At the time of opening the account clear and specific instructions should be obtained regarding operation of the account and payment of the balance at the death of one or more joint account holders in the following manner: The account shall be operated by any joint account holders singly. By either or survivor singly By any two or more joint account holders or by any two or more survivors jointly. By all the joint account holders jointly By all the survivors jointly.

These instructions as far as possible should be obtained in handwriting of the parties concerned, under the signature of all the joint account holders. Documents Computerized national Identity Card of all the joint account holders.25 | P a g e

Mode of Signature All joint account holders are required to sign as applicant and in the column of special instructions. Specimen Signature of only those joint account holders are required who are authorized

to operate the account.

Individual AccountWhen a single man or woman opens an account in his or her own name and has the right to operate, it is called individual A/C.

Title of Account Title of Account should mention the name of the person who operates the account. Special Instructions At the time of opening the account clear and specific instructions should be obtained regarding the nominee of the account holder means after the death of the account holder who will operate the account. Documents Computerized national Identity Card. Proof of Income if he / she is a salaried person then the pay slip or salary certificate of

that person.

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Proprietorship AccountWhen the owner of the firm operating singly, open an account in his firm name. Title of Account Title of account must be in the name of the proprietorship concern. Special Instructions In case of proprietorship concern, the special instruction should cover the style of the account and the name of the person who will operate the account as sole proprietor. For example, if the account to open is in the name of Islamabad Cloth Store, the person who is the sole proprietor should declare as such. Documents Computerized National Identity Card (CNIC) of proprietor. Declaration for proprietorship concern. Proprietorship Stamp Letter of request to open the account on the letterhead of proprietorship. Third party Mandate, in case any other person has been authorized by the proprietor to operate the account. National Tax Number (NTN) but it is optional.

Partnership AccountPartnership is a relationship between persons who have agreed to share profits of a business carried on by all or any of them acting for all.

Title of Account:-

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Title of account must be in the name of the firm as declared by the partners.

Operational Instructions Operations on the account must be allowed strictly in accordance with the instructions given in partnership mandate and Declaration (Part III) in terms of section 25 of Partnership

Act 1932. According to Partnership deed, if given.

Documents Copy of Computerized National Identity Card of all the partners. Copy of registration Certificate (if a registered firm) Letter of request to open the account on the letterhead of partnership. Partnership Stamp Partnership Deed Third Party Mandate, if third party is authorized to operate the account. NTN (optional)

Limited Companies AccountSection 2 of the Companies Act, 1913, defines companies as:An association of individuals for the purpose of profit, possessing a common capital contributed by the members constituting it, such capital being commonly divided into shares, of28 | P a g e

which each possess one or more and which are transferable by the owners. Title of Account:Title of account should be exactly in the same name and style as mentioned on the memorandum and article of association. Special Instructions:All the special instructions should be given to the bank in the form of Resolution of Board

of Director. Documents: Computerized National Identity Card (CNIC) the entire Director attested by company CEO. Resolution of Board of Director passed under Companys seal to open account. Memorandum and Article of Association Certificate of Incorporation Form 29 (B) (Lasted Copy). Company secretary will certify all these copies. List of Directors and authorized signatories. Certificate of Commencement of Business (for Public limited companys only)

Trust AccountAccording to section 3 of Trust Act, 1882: A trust is an obligation annexed to the ownership of property and arising out of a confidence29 | P a g e

proposed in and accepted by him for the benefit of another, or of another or owner.

Title of Account The account should be opened in the name of the trust. However, if the account is opened in the name of the trustees, the account should not be treated as a joint account, rather it should be treated as a trust account. Special Instructions The Banker should examine the trust deed very carefully. Particular attention should be paid to the borrowing powers, status of account in case of death of any trustee or signatory, and

provisions for the appointment of new trustees. Documents Attested photocopy of Computerized National Identity Cards (CNIC) of all the trustees. Attested copy of Certificate of Registration. Certified copy of Instrument of Trust / Trust Deed

Mode of Signature All the trustee are required to sign the account opening form, Specimen Signature Card, and Cheque book requisition slip in their official capacity.

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Clubs, Societies and Associations Account These are non- trading / non- profit organization and are formed for the promotion of culture, education, recreational activities and charitable purpose etc. Title of Account Account must be opened in the name of organization in the following manner:e.g. Islamabad Cricket Association Operational Instructions All the parties must be in accordance with the clauses of the resolution. In case of death of office bearer, account should be blocked until new resolution is received. Documents Copy of bye- laws / regulations. List of members of managing / executive Committee. Copy of certificate of Registration (if registered) Copies of CNICs of the members of Executive Committee. List of names of officials authorized to sign on behalf of the organization along with the Specimen Signature under the signature of the Secretary of the club/society.

Agent AccountTitle of Account Account must be opened in the name of agent. Special Instructions Manager should ensure compliance of contract between principle and agent.31 | P a g e

Agent cannot delegate powers to third party. Transfer between principle and agent account should be in accordance to agreement. In case of death / insolvency / insanity of principle agency transactions are automatically terminated. Documents Attested photocopy of Computerized National Identity Card (CNIC) of the agent. Certified copy of Power of Attorney.

REMITTENCE DEPARTMENTRemittance is transfer of funds from one place to another or from one person to another.

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A Remittance is an important service provided by banks to customers as well as non-customers. Since it is not a free service it is a source of income for the bank. Parties involve in remittances Four parties involved in remittance: Remitter Remittee Issuing Bank Paying Bank

Remitter One who initiates, or requests for a remittance. The remitter comes to the issuing or originating branch, asks for a remittance to be made, and deposits the money to be remitted. The bank charges him a commission for this service. He may or may not be the branchs customer.

Remittee A Remittee is also called the beneficiary, or the payee. The person in whose name the remittance is made. A Remittee is also the one who receive the payment. Issuing Bank The bank that sends or affects the remittance, through demand drafts, telegraphic transfers, or Mail Transfers. Paying Bank Paying Bank also knows as the drawee branch. The branch on which the instrument is drawn. It33 | P a g e

has to make the payment (usually located in a different city country). Kind of remittances Transfer within the branch Transfer from one branch to another Transfer from one bank to another bank in the same city Transfers from one bank to another bank in two cities. Instruments used in remittances Demand Draft (DD) Pay Order (PO) Pay Slip Call Deposit Receipt (CDR) Telegraph Transfer Rupees Traveler Cheque (RTC)

Cancellation of PO, DD & CDR Advance Tax against Remittances

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I did my internship in Bank Alfalah Airport Road Branch. It was a tremendous experience that I have availed with devotion and commitment. I have an interest in banking sector thats because it is the back bone of the economy of the country. But one thing I want to share its not easy that looks it has a great toughness and complications in its process but the overall it was nice and great. Here I am sharing some of my learning regarding my internship in different departments. I learnt that every problem is solved with a systematic process like from the root of the problem. I also performed some task in the Accounts opening department like How to open a new account, What are the basic requirements for opening different types of accounts How to develop verisys form for a new customer How the cheque books are being maintained and issued How to prepare the packing list. I learned about remittance and types of clearing. I learnt about how to deal with customers. I learnt that being a manager how to deal with the subordinates. I also learnt about how to keep different records regarding customers, and how important they are. During my internship I learnt about the value that customer is the only who come first. The fulfillment of the demand of customer is our basic motive. The quality control and accuracy must be upto the mark.

RECOMMENDATIONS35 | P a g e

Bank Alfalah should develop modern connectivity architecture to start internet banking and to effectively maintain an online connection between other branches and banks as well. Proper IT departments should be established in all branches, with professionals having the knowledge to maintain a secured connection and backup. Incentive schemes should be developed in order to motivate the employees which might include; Personal loans and car financing facilities for all employees. Different scholarship programmes for employees so that they could equip themselves with modern theories and skills and could cope with the advancements.

Different job rotation programmes to enhance the skills of the employees. Employees should be provided with the relaxing environment, television and internet connection in a common room so that they could relax themselves as well. There must be proper praying halls as well, for the employees who want to pray. Bank Alfalah must use more marketing channels to make the public aware of its products and services. In the presence of intense competition BAL has to realize the importance of marketing. Management should distribute work equally among employees. Some of the employees are overburdened and some the sections are overstaffed.

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THANKS TO

BANK ALFALAH...

Aamir mumtaz Theblack_water77@hotmail.com +92-343-549-6774

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