My Skill Lab
Banking · Branch Operations & Customer Service Business & MarketingBeginner

Branch Operations & Customer Service for Nepali Banks

Run a safe, compliant, customer-friendly counter from opening to day-end.

Taught by My Skill Lab Banking Faculty · Branch Banking & Operations Practitioners

What you'll learn

  • Describe the regulatory setup of Nepal's banking system: NRB, BAFIA 2073 and the A, B, C class licence structure.
  • Open and update customer accounts using a risk-based KYC process aligned to NRB Unified Directive 19.
  • Handle cash, cheques and day-end vault balancing with dual control and correct escalation of shortages and fake notes.
  • Spot transactions that must be reported to the compliance unit (threshold and suspicious) without tipping off the customer.
  • Resolve customer complaints through the bank's grievance process and explain NRB's complaint portal when a customer escalates.

About this course

A practical foundation for tellers, customer service officers and new branch staff in Nepal's A, B and C class banks and financial institutions. You will learn how a branch day runs, how to open accounts under NRB KYC rules, handle cash and cheques safely, and resolve customer complaints in line with NRB's consumer protection expectations.

Course content

5 lessons
  1. 1How Nepal's Banking System Is OrganisedNRB, BAFIA 2073 and the A, B, C, D licence classes, and where your branch fits.Preview
  2. 2Account Opening and KYC Done RightRisk-based customer due diligence, documents, and ongoing KYC updates.
  3. 3Cash, Cheques and Day-End ControlsDual control, teller limits, fake notes, cheque clearing and vault balancing.
  4. 4Threshold and Suspicious Transactions at the CounterWhat frontline staff must notice, record and escalate to compliance.
  5. 5Customer Service and Grievance HandlingServing customers well and resolving complaints the way NRB expects.