Mettu university

COLLEGE of BUSINESS and economics

Department of economics

Internship Report on

Services Provided by Commercial Bank of Ethiopia, illu branch

Prepared by Hana mesfin

Id no 7062

Submission date may 15

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 Abbreviation

AMD. Account management department

ATM. Automated teller machine

CBE. Commercial Bank of Ethiopia

CSD. Customer service department

IFB. Interest free banking

NBE. National bank of Ethiopia

POS. Point of sale

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Table of content
1. Background of The organization...........................................................................................................4

1.2. The Role of the Commercial Bank of Ethiopia.............................................................................4

1.3. Mission...........................................................................................................................................5

1.4. vision..............................................................................................................................................5

1.5. Values............................................................................................................................................5

1.6. Services Provided by CBE.............................................................................................................5

2. Background field of practice..................................................................................................................8

2.1. organization structure....................................................................................................................8

2.2. Departments in CBE......................................................................................................................8

2.3. Customized software....................................................................................................................12

3. Working experience at CBE, Buna board branch................................................................................12

3.1. Job responsibility.........................................................................................................................13

3.2. Evaluation....................................................................................................................................13

3.3. Educational value of the internship.............................................................................................14

4. SWOT analysis....................................................................................................................................15

4.1. Strengths......................................................................................................................................15

4.2. Weakness.....................................................................................................................................16

4.3. Opportunity..................................................................................................................................16

4.4. Threat...........................................................................................................................................17

5. Class experience to Actual work environment....................................................................................17

6. Recommendations................................................................................................................................17

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7. Conclusion...........................................................................................................................................18

8. Summary..............................................................................................................................................19

1. 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 who can be entertained by a number of services ,With money digitization in
mind, the bank has now more than two and a half million internet banking users as of last year.
CBE has 1700 plus branches stretching throughout the country in which 120 branches are in
Addis Ababa and The bank also operates two branches in South Sudan. It is contemplating re-
opening a branch in Djibouti, and opening branches in Dubai and Washington, DC, all to serve
the Ethiopian diaspora. 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 role in the economic progress and development of the country.

CBE is the first bank to introduce modern banking to Ethiopia. It was once the leading African
banks with assets of 485.7 billion Birr as of June 30th, 2017. As of June 2021, it had about 1.1
Trillion Birr in assets and held approximately 67% of deposits and about 53% of all bank loans
in the country. In 2020/21 CBE profit had reached to 20.3 billion birr and now in the current year
CBE annual profit is grown to 27.5 billion Birr. In addition The bank has around 22,908
employees.

CBE is also the first bank to introduce Western Union Money Transfer Services in the country
and currently working with more than twenty money transfer agents like Atlantic International,
Xpress Money, and Money Gram. CBE has reliable and enduring relationships with
internationally recognized banks across the world.

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 The Commercial Bank of Ethiopia has a well-built correspondent relationship with renowned
foreign banks like Commerz Bank A.G., Royal Bank of Canada, City Bank, HSBC Bank, it also
has a SWIFT bilateral arrangement with more than 700 others banks throughout the world.

1.2. The Role of the Commercial Bank of Ethiopia

CBE played a significant role as both the engine of the countrys economic growth and
mobilizing savings for further investment.

1.3. Mission
Mission of CBE is to realize stakeholders value through enhanced financial intermediation by
deploying the best professionals and technology.

1.4. vision
Vision of CBE is to become world class commercial bank by the year 2025.

1.5. Values

Integrity ,Service excellent , Professionalism, Empowerment, Respect for diversity, Corporate

citizenship , Team work , Learning organization

1.6. Services Provided by CBE

Commercial Bank of Ethiopia has a range of options to provide to customers.

A. PERSONAL SAVINGS

Savings account is an interest bearing(minimum 7%), deposit that CBE renders for physical and
legal persons (Individuals, organizations and associations) who can fulfill the Banks requirement
and are legal.

Ordinary Saving

Women Saving Account

Youth saving account

Teen youth saving account

Education Saving Account

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Required Document

If you are an individual, you must bring any credentials that verify you, like passport, ID,
school ID, etc.

If you are a Private Limited Company, you must possess any documents that ensure that you
are a PLC, like a work permit paper, legal business opening file, etc

B. DEMAND/CURRENT ACCOUNT

Demand Deposit Account is a non-interest bearing account and is opened or operated by literate
customers. Demand deposit account can be opened and/or operated by a legal agent in the name
of principal, against producing a power of attorney, which shall be attested by the banks legal
service department or area offices or branch managers, as the case may be. The minimum
amount required by the bank to open a current account for individuals or individual trader is birr
500 and for others birr 1000.

C. Fixed Time Deposit

This deposit account allows customers to deposit their money for agreed term without movement
and receive a higher interest rate than the prevailing interest rate for savings. The minimum
initial deposit is birr 10,000 or USD 5,000 or its equivalent in EUR or GBP.

D. NON-RESIDENT/DIASPORA ACCOUNT

This type of deposit is available for foreign residing nationalities of individual and companies
or Ethiopians living abroad (who live more than one year abroad) and Ethiopians by origin but
with different nationalities. The Accounts can be used for local payments. These accounts are
non- interest-bearing account (except fixed time Deposit and Diaspora Non-Repatriable) and
source of deposits are foreign currencies that the bank exchange with.

E. ,Foreign Remittance

Inward and outward funds transfers are received in CBE via S.W.I.F.T (The society for
worldwide interbank Financial Telecommunication) which is one of the largest financial
messaging systems in the world.

F.Interest-Free Banking/CBE NOOR

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 CBE Noor is one of the full-fledged interest free banking services streamed to those interested
in and who are not able to access Conventional financial services due to religious rationale. The
term “Interest-Free banking” refers to a system of banking that is consistent with Islamic law
(Shariah) principles and guided by Islamic economics. In particular, Islamic law prohibits
payment of interest.

Under this category of services are found four kinds of accounts. Those are

1. Wadiah Amanah (saving with guarantee)

2. Amanah (current account)

3. Mudharabah (profit sharing saving account)

4. Mudharabah (fixed time deposit)

G. Hawallah

Local beneficiaries of hawallah can collect money sent to them through branches of the Bank
from any part of the country that has interest free banking window and could similarly send
money using this service. Besides, customers can similarly utilize the service to receive money
sent to them from any corner of the world.

H. Foreign Exchange

Customers of international trade support services can trade/exchange foreign currencies

according to the spot rate of the day.

I. Foreign Currency Account

This account is opened in USD, GBP or EUR by international organizations, foreigners, NGOs,
embassies etc whose source of fund is overseas and in foreign currencies.

J. CBE Electronic Banking

Through CBEs Internet Banking, many transactions can be carried out from the comfort of your
home or office. The online services include:

Viewing account balances and transactions.

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 Making fund transfers between a customers own current accounts and savings accounts.

Effecting payments to third parties,

Viewing and downloading Current and Saving account statements.

Requesting for Stop Payments on cheques, etc.

Using CBEs Internet Banking facility, customers will benefit from Personal and Corporate
Internet Banking services that are available, 24 hours a day, 7 days a week, from any location.

K. Other Services

CBE has one of the most powerful mobile banking services, in terms of its popularity, with more
than two and a half internet banking users. Its ATM service is all around which makes it easy to
withdraw money wherever you go. Apart from that, its integration with many day-to-day
providers is putting much burden off on traditional banking. Internet, Mobile, and CBE Birr are
of alike services as share the same functionalities with the public, with minor changes and
updates.

Branch Network Online Banking

Branch Network Mobile Banking

CBE Birr Agents Internet Banking

POS Agents CBE Birr

Card banking

ATM

POS

2. Background field of practice

The Commercial Bank of Ethiopia , illu branch has 22 Staff of whom 2 are Executives and 20
are employees.

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Commercial bank of Ethiopia hire both front office workers, who work directly with customers
and this workers rotate to back office quarterly, and back office workers who perform internal
duties that support the overall operation of the bank. Customer contact is a high priority in
banking. About two-thirds of occupations in the CBE,illu are front-office positions servicing
customers in opening accounts, or originating loans. These workers include Auditors, Digital
officer, bank trainee, cash attendants.

2.1. organization structure

To initiate activities in bank their must be at least 3 staffs

I. Business manger

II. Chief Cashier

III. Front officers but this doesnt mean other staff are not required.

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2.2. Departments in CBE
CBE maintains the jobs in a proper and organized way considering their interrelationship that are
allocated in a particular department to control the system effectively. Different departments of
CBE are as follow

Figure:2 Departments on CBE

I. Customer service department ( front office)

CSD is the starting point of all the banking operations in CBE. It is here where the customers
comes to first place and solve their queries. The members of this department set at the front
office or desk by the window and provides day-to-day services to the customers and also develop
banker customer relationship by opening different types of account and by providing prompt
services to the customers. Their are 8 employees at this department and These bankers are
quarterly rotate to other department.

- Opening new account

- Account closing

- Cash deposit

- Cash withdrawal

- Exchange cheque

- Account transfer
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- Utility payment

II. Account management department

At this department there are 2 auditors,manager, business manager, digital officer and 1
temporary positioned officer who is quarterly changed to one of front officers

 Internal Control & Internal Check ( Auditor)

In CBE , illu branch has 2 internal controllers or auditors whos job is to monitor and check all
the internal operation whether they are performed properly. They check independently whether
there is abnormal account or not and if any errors happens to be found, they ask the employees
the reason behind the error and take action to correct it. Beside this, the officers of this division
audited the accounts of the bank which is known as suspense account and checks all the vouchers
regularly whether they are prepared in proper and authenticated accordingly.

For instance some of the basic task they perform is checking front officers that is to say, After
Front officers provide service to the customers they give the source of documents to the auditors
Which means front officers Receive deposits from the depositors in form of cash but the auditors
collects its receipts or source of documents,Some mandatory fields to check by the auditors are:

- whether the slip is written properly

- Valid and correct date

- verifies the sign of account holder

- amount written in numeric figure and amount written in word

 Digital officer

Distribute and activate ATM cards is their main job. An ATM card is a card used to withdraw
money or check the balance at an automated teller machine. CBE issue different ATM cards
depending upon the additional benefits. For instance, while some ATM cards come with
overdraft facilities, others may have varied overdraft limits.but it often issues one debit ATM
card that can be used at ATMs, for online payments and swiping at other card payment gateways.
CBE ties up with payment network processing companies like Visa, Mastercard, or Rupay to

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provide Debit ATM cards. So to have ATM carb first customers have to fill up form, Once the
pin is issued by the CSD, the customers would have to come to the accounts department (digital
officer) to collect their cards and activate them. But before giving the ATM card to clients the
cardholders have to sign some forms which is provided by the digital officer.

ATM Reconciliation

ATM Reconciliation is a process that checks all the transactions done for a certain period for a
particular banks ATM and identifies discrepancies like shortage or excess of cash in the ATM
machine ,as a result it allows the bank to carry out the settlement for shortage or excess of cash
observed in the ATM machine and provide a transaction status report to keep track every
transaction done by customer from their ATM machine.

ATM Reconciliation process

1. Collecting transaction details for every ATM machine

2. Keep track of the opening balance and closing balance for every machine

2. Depending on closing balance had to load cash in to machine

3. Every ATM has an ATM ID which provides a transaction history through electronic
journal(EJ) files.

The ATM reconciliation has two parts ATM activity report and ATM financial report

ATM activity report This report shows whether the ATM machine deduct or debit an
amount withdrawn by user.

ATM financial report this shows if the ATM machine provided the asked money by the
users.

to prepare the reconciliation they collect common things from the two reports such as card
number , account , amount , RRL from financial report which is the same as magic side from
activity report.

Sometimes some cardholders May complain about their account got debited but they didnt
receive any cash, at this time the bank is only have to see EJ files.

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EJ stands for electronic journal which is a collection of all the transactions (successful or failed)
performed on that ATM during a particular time.

This journal will be helpful for reconciliation purpose. meaning rechecking the dispense
amount transaction when cardholder is complains that her account got debited but she hasnt
received the cash plus error log that happened on that particular machine including date, time of
transaction, card number against which that took place and any other information that can be
useful for reconciliation with the banking host.

III. Cash Department

Cash department is the most vital and sensitive organ of the branch as it deals with all kinds of
cash transactions. This department starts the day with cash in vault. Each day some cash that is
opening cash balance are transferred to the cash officers from the cash vault. Net figure of this
cash receipts and payments are added to the opening cash balance. The figure is called closing
balance. This closing balance is then added to the vault. And this is the final cash balance figure
for the bank at the end of any particular day. At CBE illu Branch the cash section is divided into
two parts. Two officers receive

Function of Cash Department:

Cash Payment: Cash payment is made only against cheque. This function is known as
payment on demand. At the time of making payment without cash the respective officer has to
check the following things on the cheque:

- Valid and correct date

- in case of business account checks the seal

- verifies the sign of account holder

- amount written in numeric figure and amount written in word

Cash Receipt: Receive deposits from the depositors in form of cash. So it is the
“mobilization unit” of the banking system. It collects money only in its receipts forms. Some
mandatory fields to check are:

- whether the deposit slip is written properly

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- amount of money is given by the clients

Cash packing: After the banking hour cash is packed according to the denomination. Notes
are counted and packed in bundles and stamped with initial.

2.3. Customized software

There is customized software in the organization that is used by all employees except for digital
officer known as Temenos/T24.

T24 is an integrated core banking software that is often referred to as all in one technology. It
equips financial institutions with all the necessary tools for managing the entire workflow of
banking operation from both back and front end in addition to clients relationship management.

3. Working experience at CBE, illu branch

1. I had started working as an intern at CBE on may , 2023.I did not have any previous
experience of working in a bank or in any corporate organization and I was pretty much
worried about the environment. But now, when I am writing about my work experience
of CBE, it feels me really good remembering the days I had worked there, the employees
were kind and very helpful I enjoyed the working environment. The work experience
gave me a good idea of the overall banking system of Ethiopia and taught me
professionalism at work place.
During the internship period at CBE, I was placed in different departments on rotation basis.
At first I was In customer service department for 1 daysand In Account Management Department
for 2 days and finally I was returned to CSD for 2 days.So it was a great experience for me to
work in different Department.

Much of the time I do not have to do anything except observing them and I was asked to learn
by communicating and staying with CSD, As this department related to customer management it
requires the bankers to provide services that gives the overall impression of the bank so they
asked me to be careful with clients. my primary work was to learn how to operate a
customize software ,Helping clients to fill up Forms for cash deposit, cash withdrawal and
Account transfer,Opening CBE Account plus mobile banking and also Giving information to
clients.
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 At the beginning of the 4 days of my internship my supervisor told me to observe what the
back officers do, So I was changed in to other department, Account Management Department, I
was assisting and observing an account manager named yonas and he gave me a lot of
information about the company moreover if I wasnt assigned with him it would be impossible for
me to write this report. At the last day I was working with digital officers and at this area my
major responsibilities was to carefully distribute the cards to the customers after taking signature
of theirs in different forms and register. At the end of the day, all the forms were to be collected
and activated with the help of card system.

3.1. Job responsibility

Customer service department (front office)

In CSD, I did different jobs as per officials requirement. I basically did customer management
related jobs. My job descriptions are providing forms, opening CBE account, giving information
to clients.

A.Providing forms and filling

There are different forms that customers need to fill as per their type of work to be done. One of
my major responsibilities was to provide customers with different forms on their request along
with helping them fill in case they do not understand what is to be done.

B. Opening Account

This was another activity that I performed when I was in CSD.

Account opening is the initial step in the deposit collection. As mentioned earlier, there are
several types of accounts options that are provided by CBE. Customers who want to open a new
account are requested to fill up the form like account opening, ATM card, mobile banking forms
as per their requirements. They are also asked to provide certain documents such as ID. So I was
asked to register customers with CBE Birr and mobile banking.

Account management department

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Though in this department I was not assigned for specific responsibilities, but I did basically
Observe their daily and monthly tasks , like preparing ATM Reconciliation is their daily task and
monthly suspense report . And also I practically notify clients about their ATM arrival.

3.2. Evaluation
It was a great experience of working for the first time and the employees were friendly,
however,The bank did not fix any responsibilities for interns. Mainly I have done many pending
works of the account opening section beside that I have done different types of tasks in different
desks whenever assigned which includes a lot of observation. Overall, I fulfilled my
contributions by performing in each department and assisting the individual departments to carry
on with their daily operations.

3.3. Educational value of the internship

internship is probably one of the best ways to provide the students 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.

I believe that all the activities that were undertaken by me in these 1week have helped me
develop my overall cognitive, analytical and professional skills. It has taught me to deal with
different people differently. In addition, it helped me view things from several angles and not
from only one point of view. Thus, this actually helped me to improve my analytical skills plus
this internship provided me a platform to know how an organization actually work in the real life
setting with the help of personal interaction. Internships also helped me to test my skills,
competencies along with helping them to identify the knowledge gap between the theoretical
principles and the practical work setting.

Following are the details of some of the key skills and knowledge learnt during my internship
period:

A. Communication skills

Communication is probably one of the most important factors for smooth functioning of every
organization. Banking sector is no different. In fact, communication is the most powerful tool
that can be used to convince the customers to use the products and services. As major part of my

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internship period required dealing with customers my communication and interpersonal skills
has definitely improved a great deal. In addition to this, I also learned to be patient and quiet
while dealing with difficult customers.

B. Behavioral skills

I learnt to behave well that is to say, friendly, cordially and respectfully with customers and
employees.

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. Throughout the
internship period I had to deal with customers on a daily basis. Thus, internship at CBE helped
me 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, I learnt to behave well that is to say,
friendly, cordially and respectfully with customers and employees. it has helped me become
more patient and improve both my communication as well as listening skills.

C.Technical skills

During the internship I had to use different technical devices like printers, scanners, photocopy
machines etc. Before the internship, I had no clue how to use big printers and photocopy
machines. However, after the internship I learned some basic technical skills to work with such
devices.

D.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 synergy benefit and avoid any delays that can hamper the functioning of the
organization.

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4. SWOT analysis
Every organization is composed of internal strengths and weaknesses and also has some external
opportunities and threat in its whole life cycle. Some of strengths,weaknesses, opportunities and
threat of commercial bank of Ethiopia at illu branch are briefly discussed:

4.1. Strengths
Satisfactory software performance: CBE use a software called T24 which is core banking
software that help CBE for managing the entire work flow of banking operation.

Media coverage: To attract new clients or customers plus to introduce new and existing
products to customers, the bank uses mass media coverage which is taken as strength.

Strong corporate identity: CBE is the leading provider of financial services identity in Ethiopia.
With its strong corporate image and identity, it has better positioned itself in the minds of the
customers. This image has helped CBE to grab the personal banking sector of Ethiopia very
rapidly.

4.2. Weakness
inefficient client service: even though CBE is using well customized software but since most of
the departments are understaffed plus shortages of material impact the services they provide
negatively

shortage of materials: There are shortages of photocopy machines, printer, infrastructures like
chairs and money counter machine at Buna board branch of CBE therefore, The customers
usually had to wait longer for their work to be completed in addition to this at the time of
opening account if the customers want to photocopy a document they have to go outside which
makes the procedure of opening account lengthy. If one printer stops working load shifts to
another printer which makes it packed. Every department should ensure the availability and
proper maintenance of necessary machines like photocopy and printing machines.

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Shortage of Manpower: For shortage of manpower extra burden falls over a person and it
decreases their level of performance and hampers the discipline of working environment. Due to
this, The customers have to wait for sometimes to get their desired service.

Employees are dissatisfied: since Management of the bank doesnt provide time to time
recognition to their employees, they are dissatisfied.

Delay maintenance of machine

Discouraging small entrepreneurs: CBE provides Loan to most of its solvent clients. But they
usually do not want to finance small entrepreneurs whose financial standing is not clean to them.

4.3. Opportunity
Diversified product line: CBE has diversified product which gives it the ability to attract more
customers based on their preference.

Country wide network: The ultimate goal of CBE is to expand its operations to whole Ethiopia.
Nurturing this type of vision & mission & to act as required, will not only increase CBEs
profitability but also will secure its existence in the long run.

4.4. Threat
The market is becoming dreadfully competitive: Since a number of new banks are coming to
existence with their extended customer service pattern in a completely competitive manner.
Customer services must be made dynamic and prompt. Now a day, people have very little time to
waste but want fastest and unique services in short time. Moreover they seek the bank to provide
more facilities and attractive offer compare to other bank. Therefore CBE should think sincerely
about the renovation of their customer service and facilities which will be more attractive and
innovative rather than time consuming.

Employee turnover: since employees are not that satisfied, they are leaving the bank to get more
benefit and also this employees are entering into newly established bank which makes it worth.

Political instability of the country

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5. Class experience to Actual work environment
I was assigned to pursue internship in CBE, illu Branch. There are some differences between
theories and practice, that is to say, All the classes experience or theories that I accumulated are
little linked to the actual work I practiced And I believe it is because that many of the things are
prepared by the head office for instance, the bank does not involve in asset acquisition plus in
preparing payroll for its employees. Their responsibility is to notify the head office about the
needed asset. However, One thing I realized is that most of theoretical knowledge in courses like
fundamental accounting and banking principles and practice are all were much being applied in
the banking sector. these concepts helped me gain a better understanding of the responsibilities I
was assigned with.

6. Recommendations
CBE should make its service prompt so that people need not give more time in the banking
activities and fell easy to perform all respective activities. Moreover they have to come up with
new facilities and offer which will attract more client and help to ensure their premium as well as
loyal customer forever. Therefore they have to ensure-

The working process faster with better computers and operating systems.

In providing service they have to increase the efficiency along with effectiveness. Create better
relationship with customers, They need to put more emphasis on clients service. Individual
attention can be given to customers in order to understand the customers need and better satisfy
them.

Ensure Proper Division of Labor and man power:

CBE have to ensure proper division of labor in desk for handling the rush of customer in an
efficient way. Moreover by increasing the numbers of personnel they can try to maintain their
premium banking objective.

CBE should provide on time promotion which will motivate the employee to perform well in
their day to day activities.

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Ensure availability of Machineries:Every department should ensure the availability and proper
maintenance of necessary machines.

Ensure employee satisfaction:

Management of the bank has to provide time to time recognition to their employees. Moreover
short probationary period and on time promotion will motivate the employee to perform well in
their day to day activities.

Ensure to maintain proper promotional activities: To attract new clients, they should continue
using mass media coverage.

The Bank must prepare an organized set of plan regarding its advertising and promotional
activities which should include billboards, internet advertising and sponsorship. The sales team
and officers should provide periodic training on interacting and dealing with different classes of
potential and existing customers.

7. Conclusion
Any banks ability to penetrate in the market and doing profits highly depends on its ability to
make well structures of all the major departments. CBE tries to maintain its financial tracks
through managing its internal operations effectively and efficiently. As being

the top class bank of Ethiopia, it has a reputation to be one of the leading banks in the
commercial criteria. Customer service department Is the core unit with the basic job of attracting
and persuading new customers as well as providing superior service value to the existing
customers so CBE needs to focus on its Customers service department, cause this department
concentrate more on drawing the customers in. But , As the performance of the overall activities
depends on proper functioning of a group of internal departments as a team, internal co-
ordination should be ensured. Moreover all the three departments needs to be working all
together.

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8. Summary
As part of internship program, I was placed at illu branch in Commercial Bank of Ethiopia. CBE,
emerged in 1942 ,Today CBE is one of the countrys leading banks in the public sector
contributing significantly to the national economy. Its headquarters is situated in Addis
Ababa,Mexico. Currently the bank has 1700 branches and it is growing continuously towards the
service excellence through its services. The Authorized Capital of CBE for the current year was
890.1 billion and Reserve reached BDT 155 billion. Private deposit 106 billion CBE,buna bored
branch has 22 Staff of whom 2 are Executives and 20 are Officers. CSD is the starting of all the
operations. Account management and cash department are other departments of CBE. During the
two months internship program I have learned extensively about commercial banking operation.
General banking operation includes all the general activities performed by the bank. different
types of account such as Saving Account, Current Account, Fixed Deposit Rate (FDR) and other
activities of Banking and 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.

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