MATTU UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF ACCOUNTING AND FINANCE

INTERNSHIP REPORT ON CUSTOMER SERVICE DEPARTMENT AT

BERHAN BANK S.C MATTU BRANCH.

INTERNSHIP PERIOD: JUNE 06_20/2024

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

PREPARED BY:

ADVISOR: Mr. SITOTA

JUNE, 2024
MATTU, ETHIOPIA
ACKNOWLEDGEMENT

In the beginning I would like to thank my Almighty GOD for giving us the
strength and ability to finish the task. We want to thank our academic
supervisor Mr. Sitota, Lecturer of, Mattu University, for providing us all the
necessary helps for completion of this report..

Then, The practical attachment opportunity we had with Berhan Bank was a
great chance for learning and professional development. We consider our self
as a very lucky individual as we were provided with an opportunity to be a part
of it. We are also grateful for having a chance to meet so many wonderful
people and professionals who led us through this internship period.

In addition to this, we would like to thank Mr. Tafari Mokonen Manager of

Berhan Bank Mattu branch for helps us with all their capabilities and
affections. And last but not the least; thanks to all the personnel working at
Berhan Bank Mattu branch.

Table of Content

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s
CONTENTS PAGE
ACKNOWLEDGEMENT........................................................................................................II
ABSTRACT...............................................................................................................................V
CHAPTER ONE: ORGANIZATIONAL REPORT...............................................................1
[Link] of Berhan Bank..................................................................................................1
[Link]’s Mission, Vision and Objectives....................................................................1
[Link] of the bank...............................................................................................................1
1.2.2. Mission of the bank............................................................................................................2
1.2.3. Objectives and major responsibility as well as activity of the Bank.................................2
The main objective of the bank;...................................................................................................2
Major Responsibilities and activities of the bank........................................................................2
1.2.4. Values of the bank..............................................................................................................2
[Link] structures.......................................................................................................3
1.4. The Extent to which the Organization is realizing Its Visions and Missions.......................3
1.5. SWOT Analysis of Berhan Bank..........................................................................................3
1.5.1 Strengthens of the organization...........................................................................................3
1.5.2 Weakness of the organization.............................................................................................4
1.6. Problems observed that affect the organization at current time............................................5
1.7. Suggested Solutions to be taken to solve the Problems........................................................5
CHAPTER TWO: INTERNSHIP ACTIVITIES REPORT..................................................6
2.1. Customer Service Department of Berhan Bank S.C.............................................................6
2.2 Major responsibility and tasks...............................................................................................6
2.3. Performances evaluation of our activities.............................................................................7
2.4. Problems encountered on the job and remedial measures....................................................7
2.5. Problem division or department or suggested solutions.......................................................8
CHAPTER THREE: ATTACHMENT EVALUATION........................................................9
3.1 The rationale, Objectives and goals of Internship..................................................................9
3.2. Significance of practical attachment.....................................................................................9
3.3. Relevance of the organization and my activities................................................................10
3.4. Applicability of the theories in the class and activities on real world or practical Working
environment...............................................................................................................................10
3.5. Major problems that we faced during the attachment.........................................................10
3.6. Suggestion solution and way forward for the attachment...................................................11
CHAPTER FOUR: CONCLUSION AND RECOMANDATION.......................................12
4.1. Conclusion..........................................................................................................................12
4.2. Recommendation................................................................................................................13
REFERENCES.........................................................................................................................14

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ABSTRACT

Practical work or visit is a vital part of the curriculum. It helps to bridge the gap
between class room and the real working world. The visit also provides first-
hand knowledge about the organizational structures and modes of operation in
different service sectors. The visit took place in Berhan bank in Mattu branch. In
this internship program our responsibility was to opening new accounts, making
deposit and withdrawal and so on. Beside this, we learned how to handle the
errors of customers writing skill and also in internship program we have learned
how to communicate with new customers to give services. Generally, the
objective of this practical attachment is to assess the performance of Berhan
bank Mattu branch. The extent to which Berhan bank of Mattu branch is
realizing its vision and mission and performance of the organization in relation to
its objectives. The intention of this practical attachment was to increase student’s
knowledge and enable student to compare what have learnt so far in class and
what have experienced in practical. The report includes historical background of
the organization, Structure and its present existence including its present
performance, its objectives, mission, Vision and values. The explanation for
attachment evaluation part is given in brief way which includes rationales of
practical attachment, significance and applicability of the theories and others in
class on the Practical work environment. Practical attachment is also important
for the student because, it Improve our awareness about practical working
environment: reduce the problems after Graduation increases our future working
interest

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CHAPTER ONE: ORGANIZATIONAL REPORT

1.1. Background of Berhan Bank

Berhan Bank S.C, established in accordance with Article 304 of the

Commercial Code of Ethiopia, was conceived with the clear objective of
venturing into the dynamic banking industry. Ensuring the realization of this
objective, the bank's Memorandum of Association underlines its commitment
to the banking sector. Officially registered and licensed by the National Bank of
Ethiopia on June 27, 2009, Berhan Bank boasts an authorized capital of Birr
300 million, with a subscribed capital of Birr 154.7 million, distributed into
shares valued at 1000 Birr each.

Driven by a compelling vision to become the foremost choice in customer

experience and integrity, Berhan Bank is dedicated to delivering unparalleled
banking services that surpass customer expectations.

As a result, at the end of the reporting period 2020/21, the total branches of
the Bank reached 261. During the year 2020/21, the Bank has been rendering
service with 98 ATM terminals and a total of 200 PoS machines placed at
different branches and business sites.

Berhan bank had opened Mattu branch in 2017 in Mattu town 600km from
capital city Addis Abeba and now having a total customers of 10,000 within
this year . the bank has 17 total employees and from this number of females
are three(3)

[Link]’s Mission, Vision and Objectives

[Link] of the bank
 Berhan Bank was established with a vision to be trustworthy and excellent
banking services for the Ethiopian people. To be the preferred Bank in
customer Experience and Integrity.

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1.2.2. Mission of the bank

 Provide diverse financial products deploying motivated and qualified

human resource as well as up-to-date technology with highest ethical
standard to create maximum value to customers, shareholders.

1.2.3. Objectives and major responsibility as well as activity of the Bank

The main objective of the bank;

 To realize the need of the Berhan Bank its mission, vision and values
through enhanced financial intermediation globally.

 Supporting national development priority by deploying highly motivated,

skilled and disciplined employees.

 Introducing modern art of technology.

Major Responsibilities and activities of the bank

 To satisfy its customers through rendering quality service.

 Giving fast service by supporting latest technology like E-Payment, visa
card, ATM, Mobile banking ,Internet banking .
 Teaching the society deeply about saving culture, how they changes and
improving the living standard.
1.2.4. Values of the bank
 Quality Service
 Innovation, excellence and progress
 Integrity and loyalty
 Professionalism and team spirit
 Collaboration and partnership
 Fairness
 Confidentiality

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[Link] structures

1.4. The Extent to which the Organization is realizing Its Visions and Missions.

 Berhan 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 Berhan Bank
1.5.1 Strengthens of the organization
Strengthen Can be defined as an area where a company is best at doing
something or a feature that puts a company at an advantage in comparison to
its competitors. Berhan bank enjoy the following;
 The strength of service is very good and customers are satisfied with that
service
 They have computerized system and online banking
 Berhan bank ATMs are linked with a number of leading local and foreign
banks
 Automated system made Berhan bank to rise with the pressure of rising
competition
 Berhan bank has well established website and is up to date about the
bank Secure and reliable services tailored to meet customers’ needs;
 It gives priority to public interest ;

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  Technology: superior technology allows Berhan to better meet the needs
of their customer’s in ways that competitors can’t imitate;

 Customer loyalty
1.5.2 Weakness of the organization
 Availability to society (small number of branch)
 Poor manual documentation system.
 Lack of ATM machine in the town.
1.5.3 Opportunities
Berhan bank is the biggest bank in Ethiopia with a huge market share in the
country's banking industry. Because of its size, it has many opportunities for
growth and expansion. Some opportunities that the bank can explore include:
 Berhan bank can develop additional financial products and services to
cater to the growing needs of its customers.
 Berhan bank has a presence in most regions in Ethiopia, but it can
consider expanding further to other regions to increase its market share.
 The bank can collaborate with other financial institutions to create
synergy in its operations.
 The bank can invest in the development of its employees by offering
training and personal growth programs.

 In conclusion, Berhan bank has numerous opportunities for growth and

expansion, and by leveraging these opportunities, the bank can increase its
market share, customer satisfaction, and profitability.

1.5.4 Threats
 Lack of access to capital
 Limited access to financial services
 Lack of trust in the banking system
 Increase in labor costs
 Growing competition
 External business risks

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1.6. Problems observed that affect the organization at current time

Like any financial organizations, Berhan bank has faces various challenges in
its day to day activities and in its strategic action. The following are among the
problems that faces Berhan current time.

 Low infrastructure in the country: - absence of basic infrastructure in

the country hinders the bank not to provide modern banking services to
the society.
 Even though Berhan bank introduces some modern banking service like
ATM, Visa cards, mobile and internet banking in capital city and in some
regional cities, majority of the society missed to enjoy with the
technological advancement which has been entertained elsewhere.

 Lack of awareness on the bank products and services by the society-

even though the number of customers that used bank increased
periodically, majority of the society of our country has no awareness on
bank products and services.

 Competition from other Bank:- there are many other piravate banks that
compete with Berhan bank. They always provide new products and
service to their customers and their service excellence increases from
time to time.

 Lack of data about historical back ground of the organization.

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

 It should full fill all the necessary materials which are technologically
improved to facilitate its service.
 The organization should have provided a quality service for its customer
to being a good competitor in the market.
 To solve the problem a lack of data about historical back ground of the
organization, we gather some information from head office websites.

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CHAPTER TWO: INTERNSHIP ACTIVITIES REPORT

2.1. Customer Service Department of Berhan Bank S.C

As an organization has several departments, Berhan 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 Berhan 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 Berhan 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

We have had some responsibilities and activities in organization during our

practical attachment.
 Present on the time.
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  Working what manager ordered .
 We check the name, date and signature of the customer to be filled
properly on the application.
 We opened account for customers by supporting employees.
 Processing deposit and withdrawal.
 Protecting the office resource from damage.

2.3. Performances evaluation of our activities

We have performed our activities on the organization with full communication

with manager and all staff employees. We were try to work major activities of
work in organization like how to deposit money, withdraw money, how transfer
money, how to check balance of our operation, how to audit etc. How account
is opened for the customers, and we were responsible to keep rule and
regulation of the organization also we were read different document in the
organization and write important information to organize and properly our
report paper. In addition to that, we were accountable for going and see any
activities in organization with permission. And also assisting customers to use
the bank products like Mobile banking.

2.4. Problems encountered on the job and remedial measures

The major problems that we faced were the staff members are so busy so that
they don’t give us enough priority in the first day and not give responsibility
confidently. The other problems were we have not got a chance of doing the
activities of the department individually. This has its own effect on checking
our effectiveness for the work. Due to this reason we work with senior officer
and assistant manager to share experience and to check effectiveness. Another
problem were getting information about the organization. In the first day there
is little information about the organization. They fear to give all information
about the company and accept the apparatus.

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2.5. Problem division or department or suggested solutions

 Increase the awareness for the society.

 Giving door to door service.
 The organization should have provided a quality service for its customer
to being a good competitor in the market.

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CHAPTER THREE: ATTACHMENT EVALUATION

3.1 The rationale, Objectives and goals of Internship

This practical attachment is very help full for student in order to make well minded in any Work
that done in any governmental and nongovernmental organization. This Attachment is guideline
which helps the students to know and understand the theory with a Little effort and improve their
abilities.

In addition to this, practical attachment also has a great objective for the students and the major
rational of This practical attachment was that to know the theoretically learned course & gained
Knowledge are applied & implemented in real world environment and to improve education
through practical work. Another rationale of this practical attachment is students to know the
working environment, how to work & gaining experience from the peoples in the work
environment

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

 Helps the students to apply their skill & knowledge on the job what they have gained
from learned theoretically in the class.
 It helps the students to have experience & to know work ethics.

 Helps lecturers to identify their students’ ability in practical working environment

The purpose of the attachment programs are to supplement practical professional training and
To learn the job training of the student when we graduate as well as to still us to have the

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 right Of the work attitude and made the student good worker professionals. So, this practical
attachment when we participate and work through our location has too much Significance.

3.3. Relevance of the organization and my activities

The organization in which we did our practical attachment in Nib International Bank at Debre
Berhan Branch is relevant for our field of study. Because, some courses we learned in the class
were related to what we worked in the organization. For instance, we obtain the knowledge about
principle of accounting starting from source Document up to preparation of financial statement.
The organization evaluate our performance this helps we to be a self-confident employee in the
future. It gives to our opportunity to develop entrepreneurial skills and knowledge.

3.4. Applicability of the theories in the class and activities on real world or
practical Working environment

Many of theories and principles that we learned in the class are directly or
indirectly related with practical work that we observed. Specifically among the
special course the major one are listed below with area such as;

In this division most of the activity is performed what we study in theories like

 Accounting course: how the balance and closing is performed in each

and every day to day and monthly is done.
 Psychology: interacting with other people.
 Civics and ethical education
 Honesty, transparency and punctuality
 Tolerance in diversity
 Responsibility and accountability
 Identify a problem
 Problem solving and decision making
3.5. Major problems that we faced during the attachment
 First it takes some time to adopt the organization environment.

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  Secondly supervisor is very busy so that he cannot give full orientation to
us about the activity in the first two days of our practical attachment.
 Employees are busy always and it is difficult to ask and learn in deep
their practical work on the computer to our on this attachment

3.6. Suggestion solution and way forward for the attachment

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 apparatus. 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. There
should be documents prepared to such situation and preparing daily
attendance and taking attendance as Well as making them punctual by giving
them responsibly willingly.

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CHAPTER FOUR: CONCLUSION AND RECOMANDATION

4.1. Conclusion

Practical attachment is probably 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 indifferent departments in an organization.
Attachments 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
plat form to know how an organization actually work in the real life setting with
the help of personal interaction. During our 1st week practical period , we got
an opportunity to work in customer service .Each we spent in Berhan Bank
was a great learning experience as every day started with new aspiration and
ended up new lessons.

Throughout the internship period, we got a chance to deal and work with
people with different quantum of experience and qualification in various
departments we worked in. Having spent so much time with these qualified
and experienced people gave us a good exposure to work culture. It helped us
to develop professional skills such as; communication skills, behavioral skill,
technical skill and how to work as a team player. In addition to this, the overall
course structure of Mattu University and Its implementation via practical
attachment further helped to have better knowledge of work place ethics for us.

Lastly, we 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, and

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income from interest is stable and has potential to grow more in the future
providing many benefits to all its stake holders. Hence, we strongly believe that
completing attachment from such reputed bank is definitely going to help us
both in my professionals and personal life.

4.2. Recommendation

Berhan bank needs to advertise its self as it is not so familiar among the people
like other banks. They should give training to its staff about the knowledge of
the product of different banks as they then able to compare the advantages of
their products with respect to others. we found many complaint regarding the
ATM issues in Berhan bank. Berhan bank needs to make sure the alliterative
links the customer.

Berhan banks information system is not very good and most of the time online
transaction service of the bank network is down, which occurs to be a big
issues in smooth working, management really need to work on it. The bank
needs to use more marketing channels to make public aware of its products
and services. This means in addition to electronic device the bank should have

use door to door promotion.

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References

 From written document in the bank.

 From employee of the bank.
 Manager and vice manager.
 Staff member generally.
 The bank procedure.
 From Berhan bank Website

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