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Executive summary

United Bank Limited (UBL) is one of the largest commercial banks in Pakistan havingmore than 1,000 branches inside the country. Its 15 branches outside the country are in

the United States of America,Qatar,UAE, Bahrain, and Republic of Yemen. It also has

representative offices in Teheran, Iran, and Almaty, Khazakstan. Agha Hasan Abedi

founded the bank in 1959. In 1971 the Government of Pakistan nationalized it. In 2002,

the Government of Pakistan sold it in an open auction to a consortium of Abu Dhabi

Group and Bestway Group. Since its privatization the bank has been successfully turned

around and remains a robust and strong performer in all major segments of its operations.

Each year UBL recruits and hires a number of undergraduate and graduate interns to

work in various positions throughout the organization. Internships have been a part and

parcel of UBL's history, offering a streamlined and comprehensive Internship Program

that encourages learning with emphasis on assigned projects. At UBL, internships are all

about identifying the right resource, giving him or her hands-on experience in the

corporate work-environment, and providing maximum possible exposure in the least

possible time. Internship process begins with screening followed by interviews,induction, rotation and a sound farewell with due compensation. They believe in

accommodating students as interns from different walks of life so as to provide them with

a platform for learning with the objective that they can learn more about the work

environment along with their studies. They encourage those to apply who are eager to

grasp and pave their own path towards excellence. I have also done internship in united

bank limited, credit card department. They first gave me training and after getting the

training I also perform tasks given by the team leader and learn many things during this

internship. The workings at the bank has a direct relation with every thing we have

studied in the university.

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History of the Company

UBL was established in 1959 and is one of the major commercial banks of Pakistan. The

bank is engaged in Commercial & Retail Banking and related services domestically and

overseas. The Bank is making every effort to meet the up-coming challenges through

strategic planning and making the best use of the resources at its command. A

professional team was appointed in mid 1997 to restructure the bank and to commence

rightsizing. The management is also in the process of rationalizing the branch network

and identifying and recovering its doubtful and classified portfolio. It has planned to

institute major improvements in customer services and internal systems to improve

efficiency. It also intends to launch innovative products. The bank is increasing resourcemobilization through regular deposit campaigns and accelerating the process of recovery

of outstanding advances and non-performing assets.

Operational Structure

UBL operates 1375 domestic and a subsidiary viz. United Executors and Trustees

Company Ltd. as on 30.06.2000. It has 20 overseas branches situated in the UK, USA,

UAE, Yemen, Bahrain and Qatar. It also operates one offshore branch in the Export

Processing Zone, Karachi and it has representative offices in Cairo-Egypt and Tehran-

Iran. It also has a joint venture Oman United Exchange Co., Oman Muscat and a

subsidiary United Bank A.G. Zurich, Switzerland set up in 1968. It has 21 ATMs with

8 in the UAE, 3 in Bahrain, 1 in Doha, 7 in Islamabad and 2 in Karachi.

UBL has assets of over Rs. 300 billion and a solid track record of forty six years - in

addition to the convenience of over 1000 branches serving you throughout the country

and also at several overseas locations

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Date Established

November 7, 1959

ChairmanHis Highness Shaikh Nahayan Mabarak Al Nahayan

Deputy Chairman

Sir Mohammed Anwar Pervez OBE

President & CEO

Mr. Atif R. Bokhari

Branches

1078 Domestic, 17 Overseas Branches

Representative Offices

Tehran

Kazakhstan

China

Subsidiary

United Bank AG Zurich, Switzerland

United National Bank Limited, UK (Joint venture with NBP)

UBL Fund Managers Limited

Associated Company

Oman United Exchange Company, Muscat

UBL Insurers Limited

Offshore Banking Unit

Export Processing Zone, EPZ Branch, Karachi, Pakistan

Head Office

State Life Insurance Corp. Building #1,

I.I. Chundrigar Road, Karachi, Pakistan

P.O. Box No.: 4306

Phone: (92-21) 111-825-111

Gram: "UNITED"

Fax: (92-21) 2413492

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Board of Directors

Name Designation

His Highness Shaikh NahayanMabarak

Al Nahayan

Chairman

Sir Mohammed Anwar Pervez, OBE,

HPKDeputy Chairman

Mr. Atif R. Bokhari President & CEO

Mr. Omar Ziad Jaafar Al Askari Director

Mr. Zameer Mohammed Choudrey Director

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Mr. Muhammad Javed Malik Director

Dr. Ashfaque Hasan Khan Director

Mr. Aqeel Ahmed Nasir Company Secretary & Chief Legal

Mr. Aameer Karachiwalla SEVP/Group Chief Financial Officer

Locations

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With an integrated network of over 1000 branches in Pakistan as well as Overseas, UBL

gives direct access to a comprehensive range of better banking facilities to help monitor

business locally as well as internationally.

Services

Commercial banking: If one have a small or medium-sized business, UBL can assist

with the right mix of banking services that will help, manage and grow ones business.

Their experts will facilitate in the varied financial situations that one come across.

Agricultural

Foreign Currency Savings

Foreign Currency Term Deposits Receipts

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Rupee Transactional Account (RTA)

Regular Term Deposits Receipts

Small Business

Special Notice Deposits ReceiptsUBL Business Partner

UBL Wallet

UBL Profit

Unisaver

UBL PayPlus (loan against salary)

Corporate banking: Their mission is to serve all your corporate needs and ensure your

full satisfaction through product innovation, personalized banking, and top notch service.

CBG Offers full spectrum of services

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Consumer Banking: In UBL one get friendly, efficient and attentive personalized

banking services - a unique banking relationship experienced by each UBL client. You

can utilize the following services

UBL Address

UBL Businessline

UBL Cashline

UBL Credit Card

UBL Drive

UBL Money

SCOPE OF STUDY

Although United Bank limited is of the leading bank in Pakistan and has a big network of

branches all over Pakistan, which are offering many services to the people. But the scope

of the study is limited to UBL civic center branch Melody, Islamabad. A number of

operations are being performed in there, just like any other branch of UBL. Since it is

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difficult to cover all the aspects of the organization within the limited period of six weeks,

therefore, the focus of the study has been limited to the CREDIT CARD Department of

the branch.

OBJECTIVES OF THE STUDY

In this study i want to analyze the functions performed and services being offered by the

United Bank Limited, Credit Card Department. In this context its objectives are:

To analyze the Credit Card Department operations

To gain practical knowledge of working environment.

To explore my knowledge, skills and abilities and try to fill the gaps if necessary.

LIMITATIONS

As we know that the banking operations are not very much simple to understand and

then perform so it is very difficult to learn, analyze and then practically perform those

function in a short period of six weeks. So because of this the focus of the study has

been limited to the CREDIT CARD Department of the branch.

As we know that bank dont disclose some information because it might be too much

sensitive for the bank like the hidden charges etc so my study also suffered from this,

they dont tell me that what are the hidden charges on the credit cards by which the

bank earns profits on it.

METHODOLOGY OF THE STUDY

The study makes use of two types of data.

Primary data

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The data collected for the first time is known as primary data. The sources of primary

data are:

Unstructured interviews of the staff.

Observation made during the internship.

Secondary data

The data, which has gone through mathematical and statistical techniques after it has

been collected, is known as secondary data. The sources of secondary data are:

Annual report of bank

Various circulars of the bank

Manual of department

Reading material available at bank

Brochures

Books

Internet.

ABOUT INTERNSHIP

The definition of an internship is: a student or a recent graduate undergoing supervised

practical training. The main goal for an internship period is for students to get to know

about working within an organization. I started my internship program from 2nd July 2007

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In United Bank Limited (Credit Card Department). I was selected by Human Resource

Department of UBL and placed at Credit Card Sales Department Civic Branch

Melody under the supervision of Mr. Amir Munir Puri. In the first week of internship

they simply trained me and explain the different type of credit cards they offer, eligibility

criteria, and charges on different cards and in the end how to sell them. After passing

through one week of training session I move towards the market to apply all these

techniques which I have learned to gain practical experience.

In training they simply explain what is credit card, what are the benefits and reward they

are giving to their customers. Then they teach me that how they sell a credit card then I

come to know that they are following the same communication techniques which I have

studied in my business communication course. They teach me that how they

communicate with their customer on the phone for this they show me a page on which all

the 7 Cs which I have studied in business communication course are written they fully

emphasize on it. Then I came to know that they have made teams and every team has it

own team leader. The team has to sell specific no. of credit cards which are set by the

Regional Manager. The targets are set for each team and for achieving these targets, the

team leader set the targets for each member of the team.And then the team leader work

with his team to fulfill the required target. There were 12 members in each team and

commission is paid on each card sale to the member of the team who sells it. While

convincing customers for using UBL credit card they told us to follow certain tips which

are following:

Pitch should be low

Give respect to customer

Speak politely

Should have full knowledge about the product so that you can answer any

question which can be raised by customer

Way of communication should be impressing

Dont try to humiliate your customer

Should talk in a friendly environment

Dont lie

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Terms and conditions should be clear to the customer

Following information about the credit card is given by them:

WHAT IS CREDIT CARD?

Credit card is a plastic money which you can bring anywhere in

the world and can use anywhere for shopping or for buying anything else. Credit card

ensures you the security of your money.

UBL CHIP CREDIT CARD

Welcome to the world of UBL Credit Cards. Pakistans 1st Chip Credit Card that

guarantees you both enjoyment and high value. It assures you global acceptability in

more than 22 million establishments worldwide in 130 countries and in more than 12,

000 outlets within Pakistan. CHIP based credit cards have globally proven to be the most

secure way of conducting credit card transactions. This unique high tech CHIP

guarantees your financial security while conducting transactions on credit cards, both

within Pakistan and around the world.

Galleria - Picture Card

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Your choices say a lot about your personality. Shouldn't your Credit Card! Being

different was never so easy! Now UBL Credit Card gives you the flexibility to make a

statement by letting you design your credit card in almost any manner you want. Galleria,

by UBL Cards is Pakistans first picture credit card that gives you freedom of choice and

expression as you can now customize it with your favorite image and make your credit

card as unique as you are.

Personalize your card with a picture of your choice on it. Choose whatever you think defines you

or represents your personality, your passions, your style or your likes. Perhaps you could put up

pictures of yourself, your loved ones or anything you please. Its entirely up to you. For the first

time ever in Pakistan, a card that lets you express your true self.

REWARD PROGRAMES

UBL PSO Road Miles

Spend Rs. 5000 anywhere on your UBL Credit Card and get

guaranteed free petrol from any PSO outlet nationwide. If you spend

more, you get more fuel. So keep driving, keep smiling

.

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Talk time

Spend Rs. 5000 anywhere on your UBL Credit Car and get free

minutes on your mobile connection. Whats more, you also get a

mobile connection with your UBL Credit Card. If you spend more, you get more minutes.

So talk freely, stay connected

Classic Rewards

In case our esteemed customers prefer point based catalogue rewards, they can opt for

Classic Rewards and redeem points accumulated for an exciting variety of gifts, or they

could opt for the cash back option.

CAMPAIGNS & PROMOTIONS

Cash Advance

Capture and print great moments of life with UBL Credit Cards Instant cash Advance

Facility. Every time you withdraw Rs. 10,000 or more from UBL ATM Machine or UBL

Credit Cards Payment Branch you have a chance of winning a Canon Digital Camera A-

530 or a Canon Photo Printer iP1200 through a lucky draw

Winter Travel Package

This Year UBL Credit Card offers you an amazing Winter Travel Package. Fly off to

your dream destination and have the perfect holiday with your family/friends.

FEATURES & BENEFITS

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Low Balance Transfer Rate

Now you can really save big time with your UBL Credit Card Balance Transfer Facility!

You have the opportunity to pay off balances you owe to other banks through your UBLCredit Card on a low balance transfer rate. Transferring your balances to your UBL

Credit Card is simply a phone call away, just call our 24-hour You First Phone Banking

at 0800-11-825. You can also fill in the Balance Transfer form included in the Welcome

Pack and mail it to the UBL Card Centre address mentioned on it. Alternatively, you may

simply use the drop box facility available at all designated Card Payment Branches

nationwide to forward your application.

Cash Advance

You can now withdraw cash through your UBL Credit Cards instant cash advance

facility from any designated UBL Card Payment Branches nationwide and more than

780,000 ATMs and financial institutions worldwide displaying VISA/PLUS logo. The

service charges for cash advance will be applied from the day of the transaction. A cash

advance fee will also apply for each cash withdrawal.

4 Free Supplementary Cards

To share the value, excitement and benefits of your UBL Credit Card with your loved

ones, your UBL Credit Card offers you up to 4 free supplementary cards.

For your convenience, both your own, and the supplementary card transactions will be

clearly itemized in your monthly statement. This will let you know at a glance how the

spending took place and who spent how much, hence making it easier to manage the

spending on each of your cards. The more spending there is on your supplementary cards,

the more Free Road miles, Free Talk time or Classic Reward points are earned on your

account. Also, the supplementary card holder benefits by earning instant and exciting

UBL Chip Rewards on his/her own card.

The limit on all supplementary cards can be controlled according to your instructions at

the time of application, or later by a simple phone call to UBLs 24-hour You First

Phone Banking at 0800-11-825. To apply for a supplementary card now, please fill in

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the supplementary card application form and mail it to the UBL Card Centre.

Alternatively, you may simply use the drop box facility available at all designated Card

Payment Branches nationwide to forward your application.

Buy Today, Pay Later

Your UBL Credit Card gives you the financial flexibility to buy today and pay after a

month at no extra charge. You have the option of paying a minimum 5% of the

outstanding balance or any other amount of your choice up to your total account balance.

A service charge of only 3% per month will apply to whatever remaining unpaid balance

that is carried forward.

Credit Guardian

UBL takes care of its Credit Card members payments in time when they cannot. Our

Card members can now get total peace of mind and insure themselves against unforeseen

emergencies. In the event of any temporary disability where UBL Card member is unable

to pay his/her monthly dues, Credit Guardian will allow payment of the outstanding

monthly amount. Moreover, in the unfortunate event of permanent disability or death, the

entire outstanding amount will be waived off. Credit Guardian Facility is available for a

minimal fee, charged automatically on the card balance every month. Card members can

opt for this facility by calling our 24-hour You First Phone Banking at 0800-11-825.

Free Travel Accident Insurance

Each time our Card members use their UBL Credit Card to purchase airline, train or bus

tickets, they are automatically covered against any sort of accident that might befall them

while traveling:The coverage amounts are:

Classic Card: Up to Rs. 3.5 Million

Gold Card: Up to Rs. 7 Million

Zero Loss Liability

Isnt it comforting to know that if you lose your card, you have nothing to worry about!

You are covered for all fraudulent charges made on your card as soon as it has been

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reported lost to us. So make sure that you report the loss immediately upon discovery at

UBLs 24 hour You First Phone Banking at 0800-11-825. Rest assured that with your

UBL Credit Card, you are completely secure against loss and theft.

PRACTICAL EXPERIENCE

When the training session is finished then they put me in a team. The team members and

the team leaders warmly welcome me in their team and boost up my motivational level.

All the team members were very much dedicated and motivated they help me a lot by

guiding me at every step. My team leader assigns me the task to take at lest 7 new

customers and I successfully done this job by applying all the learnings which I had

gained from the training session. The process of making credit card is If the customer is

willing to take UBL credit card firstly they fill the application form and fulfill the extra

requirements like 6 months bank statement, NIC photocopy, salary slip, telephone bill,

bill of another credit card if any etc. After doing this credit card department checks the

eligibility of the customer weather to issue gold or silver card based on his salary or

monthly income. Department also confirm the information weather its correct or not.They also confirm the addresses given by the customer by sending his own representative

to the desired address. Now after doing all this process credit card department sends

applications to Karachi for completing the final procedures of credit card.

Every morning the team leader talks with the team members listen to their queries, solve

their problems, set targets for that day and motivate them.

WHAT I HAVE LEARNED?

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