5.

1 Written Media

5.1.1 Business Letters

 Example:
A private bank in Ethiopia launches a new savings account with competitive interest
rates to attract customers. A formal business letter is sent to inform clients about this
new product and encourage enrollment.

 Assignment:
Write a formal business letter to a client introducing a new savings account. Include the
bank’s address, date, recipient’s address, salutation, a clear description of the account
and its benefits (e.g., high interest rates), and a call to action. Ensure the tone is
professional and aligns with Ethiopian business standards.

Awash Bank
P.O. Box 1234, Addis Ababa, Ethiopia
May 22, 2025

Mr. Dawit Alemayehu

Dear Mr. Alemayehu,

Subject: Introducing Our New High-Interest Savings Account

We are delighted to announce the launch of our new High-Interest Savings Account, designed to
help you maximize your savings with a competitive interest rate of 7% per annum. This account
comes with no hidden fees and offers seamless access through our mobile banking platform,
tailored to meet your financial needs in Ethiopia’s growing economy.

To take advantage of this offer, please visit your nearest Awash Bank branch or call us at 011-
555-1234 by June 30, 2025. We are confident this account will support your financial
aspirations.

Should you have any questions, feel free to contact us. We look forward to continuing to serve
you.

Sincerely,
Tsehay Solomon
Customer Relations Manager
Awash Bank

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5.1.2 Interviews

 Example:
A private bank in Ethiopia is hiring a loan officer. The interview process assesses
candidates’ knowledge of Ethiopian lending regulations and their ability to evaluate
clients’ creditworthiness.

 Assignment:
Create a set of 10 interview questions for a loan officer position at a private bank in
Ethiopia. Include questions about lending laws, customer service, and digital banking
tools relevant to the Ethiopian context.

 Answer:

1. Can you outline the key lending regulations enforced by the National Bank of Ethiopia?

2. How would you determine a client’s eligibility for a loan in Ethiopia?

3. What steps would you take to handle a client who misses a loan repayment?

4. How familiar are you with digital loan platforms used by Ethiopian banks?

5. Describe a situation where you provided excellent customer service in a financial setting.

6. How do you ensure compliance with Ethiopia’s anti-money laundering policies?

7. What role does cultural sensitivity play when discussing loan terms with clients?

8. How would you explain a complex loan product to a client with limited financial literacy?

9. What tools do you use to monitor loan applications and repayment schedules?

10. How do you stay informed about updates in Ethiopian banking regulations?

5.1.3 Report Writing

 Example:
A private bank in Ethiopia needs to assess its loan portfolio performance for the past
year, analyzing trends in disbursements, repayments, and defaults to inform future
strategies.

 Assignment:
Using hypothetical data (e.g., total loans disbursed: 50 million ETB, repayment rate: 85%,

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 default rate: 5%), write a concise report analyzing the bank’s loan portfolio performance.
Include at least two financial metrics and compare them to Ethiopian industry averages.

Assignment answer

Loan Portfolio Performance Report – Awash Bank

1. Introduction
This report evaluates Awash Bank’s loan portfolio performance for 2024, focusing on
disbursement, repayment, and default trends.

2. Key Metrics

 Total Loans Disbursed: 50 million ETB

 Repayment Rate: 85%

 Default Rate: 5%

3. Analysis
The repayment rate of 85% falls slightly below the Ethiopian private banking industry
average of 88%, suggesting a need for enhanced collection efforts. The default rate of
5% is better than the industry average of 6%, indicating effective risk management.

4. Recommendations
Introduce financial literacy workshops for borrowers and review interest rates for high-
risk loans to boost repayments.

5. Conclusion
While the bank maintains a strong default rate, targeted strategies can improve
repayment performance.

5.2 Oral Media

5.2.1 The Telephone

 Example:
A customer calls a private bank in Ethiopia to report a lost debit card. The representative
must verify the customer’s identity and explain the replacement process while
maintaining professionalism.

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  Assignment:
Role-play a telephone conversation as a bank representative addressing a customer’s
lost debit card issue. Show empathy, clarity, and professionalism while explaining the
steps for replacement.

 Answer:

Bank Representative: Good morning, thank you for calling Awash Bank. This is Tsehay speaking.
How may I assist you today?

Customer: Hi, I’ve lost my debit card, and I’m worried about my account security.

Bank Representative: I’m so sorry to hear that, and I’ll help you resolve this quickly. May I have
your full name and account number to verify your identity?

[Customer provides details]

Bank Representative: Thank you, Mr. Dawit. For security, could you also confirm your date of
birth and your last transaction?

[Customer confirms]

Bank Representative: Perfect. I’ve blocked your lost card to ensure no unauthorized transactions
occur. We’ll issue a new card, which you can pick up at your nearest branch in 3-5 business days.
You can still use our mobile app for transactions in the meantime. Any other questions?

Customer: No, that’s all. Thank you!

Bank Representative: My pleasure, Mr. Dawit. Feel free to reach out anytime. Have a great day!

5.2.2 Interviews

 Example:
A private bank in Ethiopia interviews candidates for a teller position, focusing on their
oral communication skills and knowledge of local banking services.

 Assignment:
Conduct a mock interview with a classmate for a teller position. Ask questions about
cash handling, Ethiopian banking products, and customer service, then provide feedback
on their responses.

 Answer:

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Interviewer: Good morning! Thanks for coming. Can you explain how you’d handle a cash
deposit for a customer?

Candidate: Good morning! I’d greet the customer, ask for their account details and the amount
to deposit, count the cash in their presence, process it in the system, and give them a receipt
with a thank you.

Interviewer: Nice. What do you know about savings accounts offered by Ethiopian banks?

Candidate: Most banks offer regular savings accounts, high-interest options, and special
accounts for groups like youth or women, each with varying rates and requirements.

Interviewer: Good answer. How would you assist a customer upset about a long wait?

Candidate: I’d apologize sincerely, explain any delay if possible, and reassure them we’re
working quickly to help, offering immediate assistance if I can.

5.2.3 Meetings

 Example:
A private bank in Ethiopia holds a meeting to discuss delays in launching a new mobile
banking app, involving managers from IT, operations, and marketing.

 Assignment:
Prepare a meeting agenda for discussing mobile banking app delays. Include topics like
technical issues, marketing updates, and customer feedback, with clear time allocations.

 Answer:

Meeting Agenda: Mobile Banking App Rollout Delays

1. Opening Remarks (5 minutes)

o Welcome and meeting objectives

2. Technical Challenges (20 minutes)

o Update on app development issues

o Proposed fixes and timelines

3. Marketing Updates (15 minutes)

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 o Campaign status and adjustments

4. Customer Feedback (15 minutes)

o Key concerns and communication plans

5. Action Items (10 minutes)

o Assign tasks and deadlines

6. Closing Remarks (5 minutes)

o Summary and next steps