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 02_15/2024

NAME OF ORGANIZATION: BERHAN BANK MATTU BRANCH
REPORT SUBMISSION: JUNE 18, 2024
SUBMITTED TO: DEPARTMENT OF ACCOUNTING AND FINANCE
ID NO

PREPARED BY: 1. KEYRU IBRAHIM EV 0349/13

2. FIKIRTE ABERA EV 0076/13
3. EYERUSALEM TAKELE EV 0055/13
4. FILMAWIT MAHER EV 0061/13

ADVISOR: Mr. SITOTA

JUNE/2024
MATTU/ETHIPIA
ACKNOWLEDGEMENT

In the beginning we would like to thank our Almighty GOD for giving us the strength and
ability to finish the task. And also, 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 his 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.........................................................................................................I
ABSTRACT.............................................................................................................................III
CHAPTER ONE: ORGANIZATIONAL REPORT...............................................................1
1.1.Background of Berhan Bank..................................................................................................1
1.2.Organization’s Mission, Vision and Objectives....................................................................1
1.2.1.Vision of the bank...............................................................................................................1
1.2.2. Mission of the bank............................................................................................................1
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
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 Berhan Bank..........................................................................................3
1.5.1 Strengthens of the organization...........................................................................................3
1.5.2 Weakness of the organization.............................................................................................3
1.6. Problems observed that affect the organization at current time............................................4
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.......................................................7
CHAPTER THREE: ATTACHMENT EVALUATION........................................................8
3.1 The rationale, Objectives and goals of Internship..................................................................8
3.2. Significance of practical attachment.....................................................................................8
3.3. Relevance of the organization and my activities..................................................................9
3.4. Applicability of the theories in the class and activities on real world or practical
Working environment..................................................................................................................9
3.5. Major problems that we faced during the attachment...........................................................9
3.6. Suggestion solution and way forward for the attachment...................................................10
CHAPTER FOUR: CONCLUSION AND RECOMANDATION.......................................11
4.1. Conclusion..........................................................................................................................11
4.2. Recommendation................................................................................................................12
REFERENCES.........................................................................................................................13

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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 Mattu branch. In this internship program our responsibility was to
opening new accounts, making deposit and processing 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.

On other hand, we also noticed various challenges that Berhan Bank faced in its day to day
activities and in its strategic action. Among these, Low infrastructure in the country, Lack of
awareness on the bank products and services by the society, Competition from other Bank
and Lack of data about historical back ground of the organization were the major one. To
tackle the above hinders, the organization made the following intervention like, full fill all the
necessary materials which are technologically improved to facilitate its service and
providing a quality service for its customer to being a good competitor in the market.

Generally, the objective of this practical attachment is to assess the practical work 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. So, 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 years, the bank has 17 total
employees and from this number of females are three(3).

1.2.Organization’s Mission, Vision and Objectives

1.2.1.Vision 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.
 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.

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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

1.3.Organizational structures

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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. As we
physically observed during our practice, the staff team spirit, the structure of the
organization and hard worked individual 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 ;
 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.

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  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

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.

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  Competition from other Bank:- there are many other private 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.
 Working what manager ordered.

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  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.

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

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 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
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 Berhan Bank at Mattu 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

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3.5. Major problems that we faced during the attachment
 First it takes some time to adopt the organization environment.
 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 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.

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4.2. Recommendation

Berhan bank needs to advertise it’s 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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