Internship Report on Commercial Bank of Ethiopia Jimma Franj Arada

Branch

Written by,

Meti Kumsa

This Report Submitted in Partial Fulfillment of the Requirements for Internship, Faculty of
Business & Economics.

Rift Valley University Burayyu Campus Academic Year 2022

TABLE OF Contents
Acknowledgement……………………………………………………………………………………………(i)

CHAPTER 1…………………………………………………………………………………..(1)

1.1 Introduction………………………………………………………………………………(1)
1.2 Background of the organization………………………………………………………….(2)
1.3 Vision…………………………………………………………………………………….(3)
1.4 Mission……………………………………………………………………………………(3)
1.5 Staff list of the Organization………………………………………………………………(4)
1.6 Structure & Mapping of the Organization………………………………………………...(4)

CHAPTER 2………………………………………………………………………………….(5)

2.1 My Internship Experience, Strengthen & Weakness…………………………………….(5)

2.2 My Internship Experience……………………………………………………………….(5)
2.2.1 Key Attitudes Learned……………………………………………………………….(6)
2.3 Strengthens & Weakness of the organization……………………………………………(7)
2.3.1Sterenthness of the organization………………………………………………………..(7)
2.3.1 Weakness of the organization……………………………………………………….(7)
CHAPTER 3…………………………………………………………………………………(8)
3.1 Conclusion……………………………………………………………………..…………(8)
3.2 Reference…………………………………………………………………………………(9)

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Acknowledgement

First, I would like to thank the University for providing me with an opportunity to come up with
an internship opportunity that has resulted in widening my knowledge greatly.

Similarly, I offer my sincerest gratitude to manager of commercial bank of Ethiopia jimma faranj
arada branch, whose encouragement; supervision and support from the starting to the end date
during the entire my internship period enabled me to develop a deeper understanding of the subject
and nature of the banking industry.

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CHAPTER 1

INTRODUCTION & BACKGROUND OF THE ORGANIZATION

1.1 Introduction

This internship report is based on practical experience at the commercial bank of Ethiopia Jimma
district Faranj Arada branch. This study selected five major objectives i.e. to know about the
present an overview of commercial bank of Ethiopia., to acquire the knowledge about the overall
activities done in banking profesion.The next part is Historical Background of the Bank. During
my internship program in this branch I have found some lacings. I found that the credit policy is
required for better performance of the bank. After that I also found that the some strengthens &
weakness of commercial banks of Ethiopia during my intern period. Finally I observed that
commercial banks of Ethiopia will ensure the better services to the people and they will be more
contribution on development of economy of Ethiopia. We can simply say that Bank is financial
organization that deals with money. In modern age it is impossible to think a country without bank.
Banks play diversified role in an economy. The most important task that is done by a bank is
building of capital. That is the key factor of the development of an economy. The growth of the
economy also depends on the performance of the banking sector. Banks secure money of the
society. Government takes various monetary policies. These policies are implemented with the
help of banking sector. It is impossible to do foreign trade without the help of bank. Banks provide
services that help the business sector a lot to carry on the business. For example, giving guarantee,
different types of certificate, expertise advice to business people. Banks also help to establish good
faith among business persons. Its motto is to provide a prompt and quick service to the clients.
This report has been prepared in the light of practical as well as theoretical knowledge. During the
internship program I have got a good idea about the bank.

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1.2 Background of the organization

Commercial Bank of Ethiopia (CBE) is one of the oldest public banks established in 1942 as a
State Bank. Since then, CBE has gone through different reforms and mergers coming out as one
of the most reputable and biggest commercial banks in the country. It has more than 22 million
account holders in its more than 1000 plus branches stretching throughout the country. Its outreach
to individual depositors, small and medium scale businesses and private and public mega
investment projects has made it the largest single bank in the country to have a significant impact
on the economy of the country.

CBE played a significant role as both the engine of the country’s economic growth and mobilizing
savings for further investment. In its effort in being part of the solution for the environmental
degradation and its subsequent impact on individual citizens and businesses, CBE has the capacity
to reach out to millions in both increasing awareness and building adaptive capacity through
providing environmentally friendly credit lines. Furthermore, as a responsible corporate institute,
CBE has the mandate to formulate Environmental and Social internal policies that reflect the
current local and global climate change realities and its subsequent impacts particularly on its
business customers and partners throughout the country. CBE strongly believes and understands
that there is an impact on communities and the environment due its business activities which in
turn will have a significant risk on its credit lines and the overall economic growth of the country.

There need to be a comprehensive policy and guidelines that incorporates the bank’s direct and
indirect activities which creates impact on economies, communities and the environment in which
it operates. There is also a common consensus among the executive management, if these impacts
are not timely addressed in a systematic and comprehensive way, there could be a significant
question on the sustainability of the bank’s finance and reputation not to mention its contribution
to the economic growth of the country. Therefore, this Environmental and Social Policy is
stipulated in anticipation of the current Environmental and Social risks while contributing its fair
share towards the national agenda of building the resilient capacity of the climate change victim
communities, businesses and projects. Furthermore, CBE as a giant commercial bank in the
country would like to be a pioneer and role model for other public and private institutions in
creating awareness of its internal activities and reducing its environmental carbon footprints.

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The stipulated Environmental and Social Policy will be fundamental component of CBE’s
Environmental and Social Management System (ESMS), which will be led by pool of experts after
it gets approval by the board of the bank. The framework of ESMS will incorporate the specific
Environmental and Social policy and it’ll also sets the pace for suitable procedures and work.

1.3 Vision of the Organization

To become world class commercial bank with reduced environmental footprint, leading by
example in 2025

1.4 Mission of the Organization

We are committed to best realize stakeholders’ needs without compromising the wellbeing of our
environment and society through Enhanced financial intermediation globally, supporting national
development priorities, deploying highly motivated, skilled and disciplined employees as well as
state-of-the-art technology. We strongly believe that winning the public confidence and
developing sustainable business model are the basis of our success.

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1.5 Staff list of the Organization

Organization profile include;-

 Manager
 Auditors
 Accountant
 Casher
 Checker
 Messenger
 Guard
1.5.1 Structure & mapping of the organization

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CHAPTER 2

MY INTERNSHIP EXPERIENCE, STREANGTH & WEAKNESS

2.1 My Internship Experience

My internship at Commercial bank of Ethiopia is started July & ended august 2022. During
these 1 months I was assigned at Jimma district faranj arada branch. During this short period I
have experienced real professional world and its manners. I have come to know several
professional etiquettes and organizations behaviors. During my first day of the first week of
my internship I introduced with the branch staffs, the use different technical devices like
printers, scanners, photocopy machines, computers etc. for data entries, cheque book,
statement printing etc. Before the internship, I had no clue how to use printers and photocopy
machines. However, after the internship I learned some basic technical skills to work with such
devices. Understood how to show respect to employers and customers.
2.2 Customer Service Desk (CSD):
During one months I have assigned on customer service (CSD) front desk & done different
activities. Customer service is one of the most important departments in a bank. CBE uses
software that make every activities computerized. It is here where the customers comes to first
place and solve their queries. As customer service gives the overall impression of the bank,
this department was responsible in assisting customers to explore the services offered by the
bank, explaining the process of receiving the services and ensure that the customers are serve
and satisfied with the best of the services. Some of the main activities I done under CSD are
as follows:
 Listening to customer queries
 Opening/closing and transfer of different accounts
 Issuing bank statement, certificates and cheques.
 Create account for customer, withdrawal from account & credit saving money on
customer account.
 Effectively maintain different log sheets of checks books, Fund transfer, debit cards
and captured cards.

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In addition to my responsibilities on customer service front desk I perform also some of the
following activities.

 Guide customer as per requirement of service. Instruct them which person she/he should
concern. Providing all kinds of general banking information to the customers.
 Distribution of different form such as Account Opening, Debit card requisition.
 Quickly response with client’s enquiries and issues.
 Consult and connect with clients as per requirements of the staffs. For example- before
giving any documents to the authorized person ensure with account holder in order to
resolve fraudulent activities.
 Guide clients to prepare necessary documents for any banking activities.

2.2.1 Key attitudes learned

Apart from key skills and knowledge, I also learned to have a correct form of attitude towards
the people and organization in professional level. Following are the details of some of the key
attitude learnt during my internship period:
 Work culture I personally found the working environment of the bank very friendly,
comfortable and easy going. Everyone was friendly with everyone, and always ready to
help each other despite being burdened with their own responsibilities. Apart from this, I
also realized that customers were more willing to be patient when they felt they were being
treated properly and heard. However, lack of communication and listening of their queries
made the customers impatient and angry.
 Team work another attitude I learnt during my internship period is that everyone has their
own responsibilities and working in a team helps in improving the overall productivity and
performance of the employees. Thus, it is very important for employees to work as a team
in order to enjoy benefit and avoid any delays that can hamper the functioning of the
organization.
 Towards customers despite having to face lot customers who were rude and impatient, I
understood the importance of being calm and composed when having to deal with such
customers. I made sure I heard them out completely, greeted them and happily helped them
when they asked for it. Thus, internship at CBE helped me to develop positive attitude in
all types of situation. In addition to this, during my stay in the CSD, I realized and learned
that customers are automatically patient and ready to wait if treated properly and if their
queries are heard carefully. As I was required to deal with people from all kinds, it has
helped me become more patient and improve both my communication as well as listening
skills.
 Towards employees all the employees in CBE feranj arada branch were very friendly and
helpful. Hence, I strongly feel that whatever I was able to learn during the internship period
is because of the employees who were always ready to guide me in every situation and
helped me clear my doubts. This behavior of theirs automatically made me develop positive
attitude towards them.

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2.3 STERENTHNESS & WEAKNESS

2.3.1 Strengthens of the organization

 Existence of right person to the job with each tasks of the organization
 Efficient and effective use of organizational resources.
 Transparency and Accountability between each member of organization.
 Habit of using organizational resource as his own asset
 Respecting and Accepting new common people.

2.3.2 Weakness of the organization

 Number of staff on customer service front desk
 Lack of any written documents that show background study/foundation of the organization
 Less number of women participation in an organization
 ATM machine out of service most of the time

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CHAPTER 3

3.1 Conclusion

Internship is one of the best ways to provide the students and graduates with the practical exposure
so that they get an opportunity to understand the working culture, systems, structure, strategy,
operation and methodologies that are carry out in different departments in an organization.
Internships also help one to test their skills, competencies along with helping them to identify the
knowledge gap between the theoretical principles and the practical work setting. It can be said that
it provides students and graduates a platform to know how an organization actually work in the
real life setting with the help of personal interaction. During my 4 weeks internship period, I got
an opportunity to work on customer service and it was a great learning experience as every day
started with new aspiration and ended up new lessons.

Lastly, I would like to conclude that the position of the bank in the market is very strong and
trustworthy as its net profit, paid up capital, total deposit, total loan and income from interest is
stable and has potential to grow more in the future providing many benefits to all its stakeholders.
Hence, I strongly believe that completing my internship from such reputed bank is definitely going
to help me both in my professional and personal life.

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3.2 Reference

from https://www.commercialbankofethiopia.com/

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