MATTU UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF ACCOUNTING AND FINANCE

INTERNSHIP REPORT ON CUSTOMER SERVICE DEPARTMENT

AT GADAA BANK S.C MATTU BRANCH.

INTERNSHIP PERIOD: JUNE 06_20/2024

NAME OF ORGANIZATION: GADAA BANK
REPORT SUBMISSION: JUNE 30, 2024
SUBMITTED TO : DEPARTMENT OF ACCOUNTING AND FINANCE

PREPARED BY
Name ID NO
1. Melese Legese EV0012/13
2. Marta Aschenaki EV0108/13
3. Gelane Tamiru EV0064/13
4. Bontu Feyisa EV0040/13
5.Hawi Mulu EV0085/13

ADVISOR: MR. TAYIR

JUNE, 2024
MATTU ,ETHIPIA
ACKNOWLEDGMENT

First and foremost, we want to express our sincere gratitude to God to

support us to finish our internship.
Secondly, We are thankful to Mattu University and College of Business and
Economics for providing this opportunity to allow us to perform a practical
field work. The internship program was made for two weeks, which included
various tasks and learning that verged to be meaningful towards our career
in banking. We also happy to express our heartfelt thanks to Mr. Mulugeta
Kasahun the manager of Gadaa Bank in Mattu Branch allowing us to
conduct our attachment and supporting us in every aspect. In addition to
this, we are very grateful to Mr. Yared Taye and all the staffs of Gadaa Bank
at Mattu Branch for their kind cooperation and help during our internship
period.
Finally, we would like to thank all people, family members, and colleagues
for their precious time, valuable suggestion and their countless help during
our internship period. We perceive this opportunity as a milestone in our
career development. We will strive to use skills and knowledge in the best
possible way which we gained by working as an intern in this bank.

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 TABLE OF CONTENTS
ACKNOWLEDGMENT ........................................................................................................ I
ABSTRACT ......................................................................................................................... III
CHAPTER ONE : ORGANIZATIONAL REPORT ....................................... 1
1.1 Background of the Gadaa Bank ...................................................................................... 1
1.2. Organization’s Mission, Vision and Objectives .............................................................. 2
Vision ..................................................................................................................................... 2
Mission ................................................................................................................................... 2
Objective ................................................................................................................................ 2
1.3. Organizational structures................................................................................................. 2
1.4. The Extent to Which The Organization is Realizing Its Visions And Missions ............. 3
1.5. SWOT ANALYSIS OF GADAA BANK ....................................................................... 3
1.5.1 Strengthens of the organization ..................................................................................... 3
1.5.2 Weakness of the organization ....................................................................................... 3
1.5.3 Opportunities ................................................................................................................. 3
1.5.4 Threats ........................................................................................................................... 4
1.5. Problems Observed That Affect The Organization At Current Time ............................. 4
1.6. Suggested Solutions to be Taken to Solve The Problems. .............................................. 4
1.7. Things Make Gadaa Bank Unique .................................................................................. 4
CHAPTER TWO: INTERNSHIP ACTIVITIES REPORT ............................................ 5
2.1 Customer Service Department of Gadaa Bank S.C.......................................................... 5
2.2 Major responsibility and tasks.......................................................................................... 5
Account opening .................................................................................................................... 6
Customer Query Handling ..................................................................................................... 6
Filing and Documentation ...................................................................................................... 7
Checking The Form Filled Up by The Customers ............... Error! Bookmark not defined.
Helping Customers to Fill Up The Form ............................................................................... 7
Processing deposits ................................................................................................................ 7
Processing withdrawals .......................................................................................................... 7
2.3.1. Key attitudes we learned .............................................................................................. 7
2.4 Performances evaluation of our activities ........................................................................ 8
2.5 Problems encountered on the job and remedial measures................................................ 8
Suggested solutions ................................................................................................................ 8
CHAPTER THREE: ATTACHMENT EVALUATION .................................................. 9
3.1 The rationale, Objectives and goals of Internship ............................................................ 9
3.2. Significance of practical attachment ............................................................................. 10
3.3 Relevance of the organization and my activities ............................................................ 10
3.4. Applicability of the theories and others in class on real world or practical wok
environment (the specific theory, area and course should be mentioned clearly) ............... 10
3.5 Major Problem That We Faced During The Attachment ............................................... 10
3.6 Suggested solutions during the practice ......................................................................... 11
CHAPTER FOUR:SAMMURY,CONCLUSION AND RECOMMENDATION ....... 12
4.1. SUMMARY .................................................................................................................. 12
4.2.CONCLUSION .............................................................................................................. 12
4.3.RECOMMENDATIONS ............................................................................................... 13
Reference .............................................................................................................................. 14

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ABSTRACT
The objective of internship program under the Accounting and Finance is to
have participation in the real organizational setting outside the Class room
knowledge and also to gain opportunities to apply managerial skills,
communication skills and interpersonal skills. Hence, the main focus of the
internship is to analyze the student’s capability to adopt into the actual
working environment. During the internship period at Gadaa Bank, the real
life job experience was achieved. We spent most of the time in customer
service department. During the internship substantial work was done which
included preparing account opening, helping customer, filling up the form
etc. This is necessary for a student in order to learn the practical perspective
of real job to compete in the competitive market.

Internship program is a gate way for career development. During the

internship period theoretical knowledge which was learned in the University
was implemented practically. The report also highlights the major lessons
learnt by the trainee while on job, the experiences obtained by the trainee by
understanding specific tasks, and the skills gained in the due course of
performing duties like, friendliness, helpfulness, and empathy.

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 CHAPTER ONE

ORGANIZATIONAL REPORT
1.1 Background of the Gadaa Bank
Gadaa Bank is established to contribute towards economic empowerment
and holistic transformation of the low & medium-income section of the
population in the country. The founding members made an intensive
reflection on the livelihoods of large majority of Ethiopian farmers,
pastoralists, young college graduates with entrepreneurial skills and women
who do not have access to financial services in general and in particular to
loan types that suits their contexts. These has made the establishment of
the bank with more than 28,000 shareholders. Founding shareholders
deserve appreciation in the establishment of Gadaa Bank.

The founding shareholder meeting has been conducted in August 2021. In

this meeting, eleven board of directors composed of appropriate
professionals has been elected to lead the bank. The board of directors has
also appointed CEO to lead the bank. Accordingly, Gadaa Bank has earned
its license on 26th April 2022 to join the Ethiopian banking business and
started its operation in 2023. The bank has been established with more
than ETB 1.167 billion subscribed capital. The shareholders are mainly
youth residing both in the country and overseas.

Now days, within this short time span, Gadaa Bank has around 89,000
branches and 300,000 total customers.
Mattu Branch is one of the new Branch of Gadaa Bank which established
in Mattu town. It has been established in 2015. It is located in Oromia
regional state Mattu town 600km away from the capital city of Ethiopia,
Addis Ababa. Gadaa Bank Mattu Branch started its work with 13
employees; currently it has around 4,000 customers in Mattu town and
surrounding.

In general, by adopting or accepting different modern products, Gadaa

Bank Mattu Branch is working to achieve its vision, mission and supporting
the desire of economic development in the country.

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1.2. Organization’s Mission, Vision and Objectives

Vision
 To be the Bank that Ignite Inspiration and Committed to Fulfill Your
Dream.

Mission
 We are committed to deliver superior and customer-centric full-fledged
banking services to our community in a friendly environment by
deploying competent employees and art –of –technology whilst
optimizing shareholders’ value.

Objective
 To contribute towards economic empowerment and holistic
transformation of the low & medium-income section of the
population in the country.
 Maximizing profitability through increased efficiency.
 To contribute to the general economic development efforts of
nation.
 Enhance growing market share.
 Provide differentiated, varied and value added banking services.

1.3. Organizational structures

The structure of an organization consists of the coordination of the
individuals and collective departments within the organization.

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1.4. The Extent to Which The Organization is Realizing Its Visions And
Missions
 The Gadaa Bank at Mattu Branch is well organized to realize its
cardinal issues. It improves banking service from time to time and
innovate new technology and products to give satisfaction for
customer

1.5. SWOT ANALYSIS OF GADAA BANK

1.5.1 Strengthens of the organization

 Strong corporation between management and employees
 Strong corporation with other banks
 Working with well known investors and big companies like Ethiopian
airport.
 Existence of right person to the job with each tasks of the
organization.
 Efficient and effective use of organizational resources.
 Having written documents that show background study/foundation
of the organization.
 Transparency and Accountability between each member of
organization.
 Habit of using organizational resource as their own asset .
 Respecting and Accepting new common people.
1.5.2 Weakness of the organization
 Small Number of staff on customer service front desk
 women participation in the organization
 Unavailability of ATM machine for time being.
 Having limited branches
 Rule and regulation updated by national bank periodically
 Problem of cash

1.5.3 Opportunities
 The level of income is steadily rising.
 Population growth
 New products and Services
 Growing economy
 New Technology

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1.5.4 Threats
If the organization follows the current organizational structure for the future
may face the following challenges:
 Increase in labor costs
 Growing competition
 External business risks
 Poor credit culture and know how about banking and its service within
the society.

1.5. Problems observed that affect the organization at current time

 The bank Has faced some challenges relating with e- payment service.
 Among the challenges Security, Standardization, Regulatory and Legal
Issues, Infrastructure, Heavy Investment Costs, and Socio-Cultural
Challenges are the serious ones. And it affected the development of the
service as expected.
 High competition from aggressive expansion of private financial
institution and micro finance institutions.
 Absences of service charge due to unavailability of ATM machine.
 The products of the bank have not been understood by some customers
even by the society.

1.6. Suggested Solutions to be taken to solve the Problems.

 Increase the awareness for the society.
 Giving door to door service.
 The organization should have provide a quality service for its customer
to being a good competitor in the market.
 Building infrastructures.

1.7. Things Make Gadaa Bank Unique

 More than 90% of its share holders are youth
 They are first for market to implement community banking
 It has special focus on human capital
 Using advanced technology (digital-banking)

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 CHAPTER TWO

INTERNSHIP ACTIVITIES REPORT

2.1 Customer Service Department of Gadaa Bank S.C

As an organization has several departments, Gadaa Bank has also got

various departments where activities are carried out according to their
nature and function. All departments perform their work independently and
all the departments having the aim to achieve same organizational goal.
During the two week internship program we got an opportunity to work on
Customer Service Department of Gadaa Bank S.C, Mattu Branch to
accumulate learning experience of banking activities. Customer service
representatives who work for banks answer customer questions about basic
banking services, such as account balances and interest rates and fees.
They also help customers protect their accounts by reviewing suspicious
activity, reversing transactions and reissuing compromised debit and credit
cards.
The job duties of a bank customer service representative at Gadaa Bank
S.C includes
 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

2.2 Major responsibility and tasks

Customer service department is basically the front desk of bank, as this is
the department where customer first contacts with the bank. The reputation
and image of bank is highly determined by this department. This is
department where the bank delivers its product and services to the
customer. The staff of this department should have fair knowledge of all
departments so, that they can answer the customer queries. Customer
service department intends to attract the new potential customer and
retaining the existing ones. All the activities of this department is to satisfy
the customer. Customer department is also concern with revenue generation
which mean to increase the profit. If the old customer are unhappy with this
department or with bank then the bank should bear loss. The bank should

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find new customer which incurred expense for bank as well as the
reputation and image will be damage of bank. This department is also
known as bridge for bank as this department is link between customer and
other department. So, this department is crucial for bank. The intern serve
customer by providing product and service information. The interns
distribute cheque. So,We served customer by providing various form like
making withdrawal, processing deposit and Account opening for and many
more. The major functions we performed by intern in customer service
department are as follows:

 Account opening
With the proper verification of all required documents, new account is
opened. It is very essential to know all the details of customers before
opening of an account. To open an account in a bank is related to enter into
a contract between a person or an institution and a bank. Account Opening
Procedure:
 The account opening from should contain account name, account holder
number, nominee name and signature.
 Account number is given as per registered sequence following computer
system rule to open the account in computer.
 The manager or Operation in-charge approve the document
 Then the customer is requested to deposit the minimum re balance next
day as prescribed in the assigned account number.
 Then customer is requested to collect the cheque next day and customer
is released. They will be informed through a phone call after their debit
card is ready.
 Then, documents are checked as per details given in Account Opening
Rules according to the nature of the account.
 The documents are returned to CSD after the authorization.
 Signature is scanned for the computer access.
All other information related to the customer is written in the account
opening section for the future reference.

 Customer Query Handling

As a Customer service staff during internship, intern most of the time was
spent in handling the numerous queries of various walk-in customers.
We gave the information that they wanted. Many customers were interested
to learn about the product and services, which the intern happily obliged. In
addition to that, the intern answered queries on other products, services,
transaction hours, interest rates on different types of saving account,
Account Reactivation and so on.

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  Filing and Documentation
Filing and documentation are very important task that staff of Customer
service has to do. The entire paper work has to be done simultaneously to
the computer work. There are different types of file for filing documents. The
account holder’s form, debit card request form, SMS alert form, mobile
banking request form, internet banking form, etc. are filed in their respective
files.

 Helping Customers to fill up the Form

As all the customers are not literate, some may be illiterate, some may be
too old, some may have eye problem, some may be disable. So, we helped
the customer to fill different form Deposit Form, Account Opening Form, and
Transfer Form.

 Processing deposits
People with bank customer service jobs accept cash, money orders and
cheques that customers want to deposit in their accounts or the accounts of
businesses, family members and friends. The bank customer service officer
processes the deposit and issues a receipt and statement for the customer's
records. The receipt shows the amount deposited and the date and time of
the transaction. The statement, for deposits in personal accounts, shows
how much the customer has in their account.

 Processing withdrawals
Similarly, bank customer service officers can process withdrawals for
customers who want to take money out of their accounts. We gave the
customer their requested withdrawal in cash.

2.3.1. Key attitudes we learned

Apart from key skills and knowledge, we also learned to have a correct form
of attitude towards the people and organization in professional level.
Followings are the details of some of the key attitude learnt during our
internship period at Gadaa Bank Mattu Branch.

 Work culture, we found the working environment of the bank very

friendly, comfortable and easy going. .Apart from this, we also realized
that customers were more willing to be patient when they felt they
were being treated properly and heard.
 Team work was another attitude we learnt during our internship
period. It was that everyone has their own responsibilities and
working in a team helps in improving the overall productivity and
performance of the employees.
 Towards customers despite having to face lot customers who were
rude and impatient, we all understood the importance of being calm

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 and composed when having to deal with such customers
 Towards employees, all the employees in Gadaa Bank Mattu branch
were very friendly and helpful. Hence, we strongly feel that whatever
we were able to learn during the internship period is because of the
employees who were always ready to guide us in every situation. This
behavior of theirs automatically made us develop positive attitude
towards them.

2.4 Performances evaluation of our activities

As a department member, we are also accountable for carrying out the
department's duties. When we were in practice at the Gadaa Bank Mattu
branch, we performed the following specific actions as an apprentice based
on those general activities.
 We supported employees by opening accounts for more than 40
customers.
 We make sure the customer's name, date, and signature are correctly
filled out.
 We provided several services for the department and the clients.
 We complete a task on time and honestly according to the guidelines
and rules.

2.5 Problems encountered on the job and remedial measures

 Getting confused at very beginning, because we didn’t get enough
guidelines or directions.
 Fear to ask questions were another problem we encountered. We were
not even sure which of our colleagues will help us or will they feel
disturbed. We felt hesitant in interrupting them.
 The hierarchy in the organization was difficult to understand during
the first few days. Since we need to be clear about whom we are
reporting and who is reporting to whom.

Suggested solutions
 The way to combat those overwhelming feelings was to keep an open line
of communication between us, employer, and our internship program
advisor.

 In Addition to this, if we are unsure of how to complete a certain task, it

won’t hurt to ask the employees or a colleague for help.

 Generally, freely ask questions where we get confused, try to blend in

with the office people, and socializing with colleagues will help us to
adjust to the office and the work too.

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 CHAPTER THREE

ATTACHMENT EVALUATION
3.1 The rationale, Objectives and goals of Internship
The internship program under the Accounting and Finance is mainly
targeted at giving the practical exposure to the students who have acquired
plenty of theoretical knowledge in the related field of study. The primary
objective of this internship is to gain valuable insights into the business
sector and to relate the theoretical knowledge with the practical experience
The other specific objectives of the study are:

 Gain early understanding and appreciation of the practical life real-life

situation challenges associated with application of the theoretical
knowledge acquired.
 Develop expected professional self-awareness, internalization of career
job requirements and experience.
 Develop and acquire critical skills needed to proactively observe and
analyze problems/challenges encountered while executing career
duties and responsibilities at work.
 Student gain knowledge about practical aspects of functioning of an
organization on the domestic and foreign markets with a special
emphasis on finance/ accounting management in public
administration, private sector, non-governmental organizations, self-
employment and other.
 Student knowledge about performing specific tasks and develop
problem identification and problem solving skills in finance
management /accounting.
 To prepare students to tackle problems and handle objection in work
place.
 To develop appropriate managerial skills and attitude to tackle real
life problems arising in the organization.
 To acquire the knowledge about the activities performed in different
departments.
 To understand different banking procedures carried out in the branch.
 To increase communication skill and interpersonal skill.

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3.2. Significance of practical Attachment
This practical attachment has a great significance for the
students .some of them are discussed below:
 It helps the students to understand how works are implemented
practically.
 It helps the students how learned theories are applied in the working
environment
 It also helps the students to apply their skill & knowledge on the job
what they have gained from learned theoretically in the class.
 In addition to this, it helps the students to have experience & to know
work ethics.
 It Helps lecturers to identify the working environment.

3.3 Relevance of the organization and my activities

The organization and our activities have much relevance to our study. In
our stay of Customer Service department, we have learnt that how one can
harmonious work with the other. we know how to apply the lecture class
in real world or a practical work. It also encourages us how to identify any
problem and give the possible solution.

3.4. Applicability of the theories and others in class on real world or

practical wok environment (the specific theory, area and course should be
mentioned clearly)
Organization in which we did our practical attachment, Gadaa Bank Mattu
branch is relevant for our field of study. Because some course that we
learned in the class were related to working environment as described
here below: -
 Accounting course helped us more in overall steps of the attachment.
 Psychology: - For smooth relationship with both customer and
employee at workplace.
 Civics and ethical education : like tolerance, honesty, punctuality
etc…

3.5 Major Problem that we faced during the Attachment

 There was less communication between the University and hosting
Company and this lack of communication left us to deal with challenges ,
as there was no one from the department to intervene.
 Overlap of class and practical work.
 Getting confused because we didn’t get enough guidelines or directions in
advance.

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3.6 Suggested solutions during the practice

 To solve those problems we have tried to create good relationship with

staff members then, they try to give us the every information and
everything that we wanted and they support to solve the stated
problem.
 The problem of the organization with the university must get Solution
because most of the companies are not willing to accept that
apparent.
 Generally, we Suggest or forward the listed solution for success of our
practical attachment to achieve its objectives. The general orientation
should be given to the regulation.

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 CHAPTER FOUR

SAMMURY, CONCLUSION AND RECOMMENDATIONS

4.1. SUMMARY
An internship is an educational plan that integrates classroom knowledge
and practical work experience in industry, business, or government work
situations. It allows students to have opportunity to imply academic theories
and principles to action, to test out career interests and to develop skills and
abilities through carefully planned and supervised programs related to the
career of their choice within short span of time, we got acquainted with the
general knowledge of the banks activities. we got opportunity to know about
the banking environment as well as the functioning of the bank. Customers
are the key to success; thus, they should be properly treated and
entertained. Employees are directly connected to these customers so
employees must behave in a decent and peaceful way. Personal relation is
must to retain the customers. Customer service is a series of activities
designed to enhance the level of customer satisfaction. Customer service
department provides valuable support and services to customers. Working
on the customer service department helped us to learn various operating
activities. Almost all the minor detail of the bank related issue can be
handled through this section. The cooperation from the staff members made
us easy to learn the different activities in very short duration of time.

4.2. CONCLUSION
According to the curriculum we had the great internship training in one of
growing private company in Gadaa Bank Mattu Branch.
Actually, nowadays practical experience much needed than theoretical base
studies. we spent around two weeks at the Gadaa bank for our internship
training and the training gave us such opportunity to enhance our
knowledge and skills with the practical business environment. This hind of
training much needed for every student in their life. Especially, now every
company give for their newly recruited people first six or three month as
training period after that they gave the appointment as permanent according
to this practice we can evaluate the vital part of the internship training.
Especially the department and the faculty allowed the students to get the
internship training as their wishes but that should be met with their
specialization and discipline of the study.

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In the future the faculty and each department should consider internship
training with public quoted company as well as multinational company that
will help the students more to learn and enhance the skill and knowledge.
Also the period of the internship the faculty supervisor should be visited to
the student’s internship training organization that will encourage the
students and monitor the students in a proper manner. The internship
raining should be continued in the future for the students’ improvement in
the faculty

4.3. RECOMMENDATIONS
It was an interesting experience to do internship at Gadaa Bank,Staffs were
very cooperative and due to their help intern were able to learn about
modern banking. We suggest that such an internship program highly
integrative for the students. So, that student should be enquired with the
knowledge of practical world. On the basis of the above observations,
learning and tasks performed, we would like to put some suggestions, which
will enable the bank to compete with other banks more effectively and
efficiently.
 Nowadays many banks are establishing in Ethiopia. So bank should
be competent enough to compete with them.
 New employees should hire to reduce the load of work in the
organization.
 During the intern period, most of the customers of the bank did not
seem to know about the different products of the bank such as
internet banking, SMS banking and other products that could fulfill
the diversified need of the customers. So, it appears that the bank
needs to focus on promoting the products and only providing new
products is not enough.
 To make people aware of its services, bank should use more effective
promotional tools like advertisement through F.M, T.V, and other
social media platform.

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REFERENCE

 www.Gadaa Bank .com

 www.linkedin.com

 Direct information from the organization's manager.

 Data from the organization's written documents.

 From employees of organization.

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