ADMAS UNIVERSITY

FACULTY OF BUSINESS AND ECONOMICS

DEPARTMENT OF MARKETING MANAGEMENT

An assignment of apprenticeship

To make out internship report

Amhara hank internship project report in cause of customer service

Prepared by Abraham fikiru

Section 4DRM3

I’d no 0620/21

Submitted to our lecturer Mr mulugata Addis Abeba

Submision date 9/10/23 Ethiopia

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ACKNOWLEDGEMENT

I want to convey our sincere gratitude to , our lecturer, for his helpful
advice and positive class discussions during the creation of our study
report. Additionally, we would like to express our profound gratitude to
our beloved family and friends for their unwavering support and
inspiration during the months of our study. Last but not least, we would
like to thank the Department of Marketing at Admas University for
allowing us to perform this study proposal.

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Exclusive summery

I declare this report entitled as report on internship on Amhara bank in Oromia region at
lege tafo branch. Submitted to Department of marketing management for the partial
fulfilment of the requirement for the subject of internship is a record of the original report
done by me and that haven’t before the award of any Degree or Diploma from any
university and that all sources of materials used for this have been duly acknowledged. I
have produced it independently except the staff of Amhara bank in lege tafo branch
professions. The main objective of this Internship is to determine how the theoretical
courses are applied on the real world. Besides this, it focuses on identifying and
opportunities facing the department. It was conducted that there is the existence of clear
and good communication channel between head of the office and different functional
departments of the discriminatory treatments, act of relationship between the office and
its stakeholders, many well educated and well experienced staffs are the major strength of
the office. On the other hand, poor documentation, high work burden on all staffs, foliar
of connection, and differential treatment to seat oral offices are some of the weaknesses
of the office during the practice. It is recommended that strong attention is needed to be
given to develop computerized and documentation system, computer and other related
technologies should be available for the staffs. The office should be focus on research and
development activities. So that it can identify its own strength, weakness, opportunity and
threat

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Table of content page no

1. History of Amhara bank 5

2. Service and product 6
3. Mission and vision 10

• Mission
• Vision
• Core values

4. Objectives 11
5. Organizational structure 14
6. Work flow of Amhara bank
7. Describing the internship and its benefits 17
8. The responsibilities and activities as a member of department 17
9. Evaluation of effectiveness 18
10. Performance Evaluation of my activity 19
11. Challenges and problem 19
12. Relevance of organization with my study 19

Conclusion 21

Recommendation 23

Reference 23

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History of Amhara bank

Amhara Bank is one of the leading banks in Ethiopia, playing a significant

role in the country's financial sector. Although exact details of the bank's
history are limited, here is a general overview:

The throng of shareholders makes Amhara Bank the most powerful and
prominent bank in Ethiopia as it was established by more than 141
thousand subscribers with 4.8 billion paid up and 6.5 billion subscribed
capital.

Amhara Bank officially commenced operations on 18 th June 2023 after

receiving business operation license from the National Bank of Ethiopia
and the date was recorded momentous as many tremendous projects were
kicked-off simultaneously including opening of 72 full-fledged branches –
all connected through cutting edge core banking system, Interest Free
Banking, ATMs, were few to mention.

The Bank is backed by a strong structure of leadership that assures its

successful future having 12 members of board of directors who are highly
regarded entrepreneurs and academicians and an agile team of
management.

Amhara Bank now is rendering quality banking service through its 281+
branches, in-house developed high-tech mobile banking application and
USSD based mobile banking. Moreover, the bank has created job
opportunities for more than 5000 skilled and talented employees.

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Amhara Bank service and products

Amhara Bank offers a range of products and services, including:

Savings Accounts: Amhara Bank provides various types of savings

accounts to cater to the different needs of individuals. These accounts
offer a safe and secure way to deposit and grow money while earning
interest.

Current Accounts: The bank offers current accounts for both individuals
and businesses, providing a convenient means of managing day-to-day
financial transactions. Current accounts come with checkbooks and debit
cards for easy access to funds.

Loans and Credit Facilities: Amhara Bank provides loans and credit
facilities to individuals, businesses, and organizations. These loan products
include personal loans, business loans, agricultural loans, and other
specialized financing options, helping customers meet their financial
needs.

Money Transfer Services: The bank facilitates domestic and international

money transfers, allowing customers to send and receive funds quickly and
securely. With multiple money transfer options, such as SWIFT and
Western Union, customers can easily send and receive money from
anywhere in the world.

Foreign Exchange Services: Amhara Bank offers foreign exchange services,

allowing customers to exchange one currency for another. This service is
useful for individuals traveling abroad, businesses involved in international
trade, and those requiring foreign currency for various purposes.

Mobile and Internet Banking: Amhara Bank provides mobile banking and
internet banking services for customers to access their accounts, make
transactions, and manage their finances conveniently from their mobile
devices or computers.

Other Banking Facilities: The bank offers additional banking facilities, such
as safe deposit boxes, ATM services, and card services (e.g., debit cards,

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prepaid cards), to enhance customer convenience and accessibility to
banking services.

Fixed Deposits: Amhara Bank offers fixed deposit accounts that allow
customers to deposit a certain amount of money for a specific period with
a higher interest rate than regular savings accounts. Fixed deposits provide
a stable and secure way to earn interest on idle funds.

Insurance Services: Amhara Bank partners with insurance companies to

provide various insurance products to customers. These products may
include life insurance, health insurance, property insurance, and other
types of coverage to protect individuals and businesses against potential
risks.

Trade Finance Services: For businesses engaged in international trade,

Amhara Bank offers trade finance services such as letters of credit,
guarantees, and documentary collections. These services help facilitate
secure and smooth transactions, reduce risk, and provide financial support
to importers and exporters.

Payroll Services: Amhara Bank provides payroll services to businesses,

enabling them to efficiently manage employee payments. The bank assists
in generating payslips, calculating deductions and taxes, and facilitating
direct deposits to employees’ accounts.

Merchant Services: Amhara Bank offers merchant services to businesses,

allowing them to accept debit and credit card payments from customers.
These services provide convenience and flexibility for businesses and
enhance the shopping experience for customers.

Investment Services: The bank may offer investment advisory services to

assist customers in making informed investment decisions. These services
may include portfolio management, investment advice, and access to
investment products like stocks, bonds, and mutual funds.

E-commerce Solutions: Amhara Bank provides e-commerce solutions to

businesses interested in expanding their online presence. These services
may include setting up online payment gateways, secure transaction
processing, and integration with e-commerce platforms.

Financial Education and Counseling: Amhara Bank may offer financial

education programs and counseling services to individuals and businesses.

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These initiatives aim to improve financial literacy, assist customers in
managing their finances effectively, and provide guidance on achieving
financial goals.

Amhara Bank main end users of products or services

The main customers of Amhara Bank are individuals, businesses, and

organizations in Ethiopia. The bank offers various products and services
tailored to meet the financial needs of its customers.

Individual Customers: Amhara Bank provides a range of banking services

to individual customers, including savings accounts, current accounts,
loans, and investment products. These services are designed to help
individuals manage their finances, save for the future, and access credit for
personal or business purposes.

Small and Medium-sized Enterprises (SMEs): Amhara Bank caters to the

needs of small and medium-sized enterprises by offering financial products
and services that support their growth and expansion. These services may
include business loans, trade finance, working capital financing, and
business advisory services.

Corporates and Large Organizations: Amhara Bank serves corporate and

large organizations by providing banking solutions that address their
unique financial requirements. This includes services such as cash
management, trade finance, project financing, treasury services, and
corporate banking solutions.

Government and Public Sector Entities: Amhara Bank also works with
government entities, ministries, and public sector organizations to provide
financial services. These services may include payment processing, cash
management, treasury services, and government financing.

Non-Governmental Organizations (NGOs) and Development Agencies:

Amhara Bank may also serve NGOs and development agencies involved in
social and economic development projects. The bank offers services such
as financing, project funding, and financial management support.

Agriculture Sector: Amhara Bank may have specialized products and

services for farmers, agricultural businesses, and cooperatives. These
services may include agricultural loans, equipment financing, crop
insurance, and agri-business advisory services.

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Microfinance Institutions (MFIs): Amhara Bank may collaborate with MFIs
to provide financial support to low-income individuals and small
businesses. This partnership can involve funding, technical assistance, and
capacity building for MFIs.

International Clients: Amhara Bank may serve international clients seeking

to do business or invest in Ethiopia. The bank may offer services such as
foreign currency accounts, international money transfers, trade finance,
and investment advisory for international clients.

Students and Educational Institutions: Amhara Bank may provide

specialized products and services for students, including student loans,
education financing, and educational institutional banking services. These
services can help students finance their education and support educational
institutions’ financial operations.

Retail and Consumer Goods Businesses: Amhara Bank may offer banking
solutions tailored for retail and consumer goods businesses, including retail
loans, merchant services, point-of-sale financing, and supply chain
financing.

Real Estate and Construction Industry: Amhara Bank may cater to real
estate developers, construction companies, and individuals involved in the
construction industry. Services may include construction loans, project
financing, and real estate investment financing.

Professionals and Freelancers: Amhara Bank may provide banking

solutions for professionals and freelancers, such as doctors, lawyers,
architects, and consultants. These services may include professional loans,
professional expense management, and tailored financial services for their
specific needs.

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Amhara bank mission and vision
Vision
To be a leading and game changing Bank in Africa.
Mission
To provide a wide-ranging, accessible, reliable and innovative financial
and non-financial solutions through state-of-the-art technology by
competent and ethical professionals in a socially responsible manner with
a client-oriented culture.

Core Values
The core values of Amhara Bank are fused as I CARE and defined in detail
below.

I - Innovative and inclusive

We differentiate ourselves from the rest with our creative products and quality
service. We are committed to offering smart products and services that will
make our customer’s lives better. We are always on the lookout for better
solutions that will meet the customer’s needs.

C - Community and Customer Focus

We relentlessly pursue customer excellence and consider our customers needs
from their perspective and aim to exceed their expectations. We give back to
the communities where we operate and are committed to making an impact in
the communities where we live. We contribute to sustainable development by
delivering economic, social, and environmental benefits. The Bank support
progressive social change.

A - Accountability and Accessibility

We are committed to ensuring accountability and transparency in our activities
through good governance practices to meet the demands of stakeholders’
interests.

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R - Responsible and Respect
Amhara Bank is devoted to discharge its roles and responsibilities and respect
with best efforts and capabilities through continually upgrading skills and
knowledge, maintaining an effective system of communication and
consultations, with a system of reward and recognition for outstanding
performance. We demonstrate respect for the individual in dealing with
customers, colleagues, and the larger community. We value trust and
openness.

E - Efficiency and Effectiveness

We commit to what we can deliver, and we deliver on our commitments
promptly. We find the simplest and most cost-effective way of performing
tasks, every time and start with quality in mind to ensure superior execution.
We strive to get it right, the first time and every time.

Objectives
Protect the interest of the bank against any harmful cause, internal and
external.Protect the employees against unfair exploitation of labor and
improper utilization of effort and skills.Support the members during the time of
financial distress and unlawful eviction or dismissal from job. Promote the
meet customer satisfaction via employee’s satisfaction. Raise awareness on
right and duties of employees in line with existing national laws, international
labor conventions and human resource principles. Promote to establish and
enhance network communication with local and international unions and
federations. Create and promote partnership linkage with similar unions
operating in the banking and insurance industry and others.

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Organizational structure
The organizational structure of Amhara Bank follows a hierarchical model
commonly found in banking institutions. Here is a general overview of its
structure:

1. Board of Directors: The Board of Directors is responsible for setting the

bank’s overall strategic direction. It consists of a group of individuals,
often appointed by shareholders or government entities, who provide
governance and oversight.
2. Executive Management: The Executive Management team comprises
top-level executives who are responsible for the day-to-day operations of
the bank. This includes the Chief Executive Officer (CEO), Chief Financial
Officer (CFO), and other key executives who oversee various
departments.
3. Departments: Amhara Bank typically has various departments that
handle specific functions within the organization. Some common
departments in a bank include:
• Retail Banking: This department focuses on serving individual
customers and offers services such as savings accounts, loans, and
credit facilities.
• Corporate Banking: This department deals with corporate clients,
providing services like business loans, trade finance, and cash
management solutions.
• Operations: The operations department handles back-office
functions, including transaction processing, account management,
and customer service.
• Risk Management: This department is responsible for assessing
and mitigating risks associated with the bank’s activities, such as
credit risk, market risk, and operational risk.
• Finance and Accounting: This department manages financial
transactions, prepares financial statements, and handles
budgeting and forecasting.

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 • Human Resources: The HR department is responsible for
managing employee recruitment, training, benefits, and overall
workforce management.
• IT and Technology: This department oversees the bank’s
technological infrastructure, including software systems, networks,
and cybersecurity.
4. Branches and Regional Offices: Amhara Bank operates through a
network of branches and regional offices, which are spread across the
Amhara region. Each branch is usually headed by a branch manager and
staffed with customer service representatives and other banking
professionals.
5. Credit and Lending: This department is responsible for evaluating loan
applications, assessing creditworthiness, and managing the bank’s loan
portfolio.
6. Treasury: The treasury department handles the bank’s liquidity
management, foreign exchange transactions, and investment activities.
7. Compliance and Legal: This department ensures that the bank operates
in adherence to regulatory requirements and legal obligations. It also
manages legal risks and provides legal advice.
8. Marketing and Communications: This department is responsible for
promoting the bank’s products and services, managing public relations,
and conducting marketing campaigns.
9. Audit: The audit department conducts internal audits to assess the
bank’s operational efficiency, compliance with policies and procedures,
and financial reporting accuracy.
10. Wealth Management: This unit focuses on providing personalized
financial advisory services to high-net-worth individuals and managing
their investments.

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Work flow of Amhara Bank
1. Customer Engagement: The workflow begins with customer
engagement, where individuals or businesses interact with the bank
to inquire about services, open accounts, or seek financial assistance.
2. Account Opening and Documentation: If a customer wants to open an
account, they would provide the necessary documents and
information required by the bank, such as identification, proof of
address, and business registration documents (if applicable). The
bank verifies the provided information and opens the account
accordingly.

3. Service Requests: Customers may engage with the bank for various
service requests such as depositing or withdrawing funds, applying
for loans or credit facilities, or seeking assistance with their accounts.
These requests are processed by the respective departments within
the bank.

4. Credit Evaluation and Approval: If a customer applies for a loan or

credit facility, the bank’s credit department evaluates the application
based on factors like creditworthiness, collateral, and repayment
capacity. The decision is then taken by the credit committee or
authorized personnel within the bank.

5. Account Management: The bank’s operations department handles

day-to-day account management, including processing transactions,
managing customer inquiries, and providing support for account-
related activities.

6. Risk Management and Compliance: The bank’s risk management and

compliance departments ensure that all activities adhere to
regulatory requirements and internal policies. They monitor
transactions, assess potential risks, and implement measures to
mitigate those risks.

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7. Treasury Operations: The treasury department manages the bank’s
liquidity, foreign exchange transactions, and investments to optimize
profitability and manage risks associated with market fluctuations.

8. Reporting and Analysis: The finance and accounting department

prepares financial statements, management reports, and regulatory
filings. They also analyze financial data to support decision-making
and strategic planning.

9. Audit and Compliance: Internal and external audits are conducted

periodically to assess the bank’s compliance with regulatory
standards, internal controls, and risk management practices.

10. Customer Service and Support: Throughout the workflow, the bank’s
customer service department is available to address any inquiries,
concerns, or complaints raised by customers, ensuring a positive and
satisfactory customer experience.

11. Marketing and Business Development: The marketing and business

development department works on promoting the bank's products and
services, conducting market research, and identifying potential business
opportunities.

12. Loan Disbursement: Once a loan application is approved, the bank

disburses the funds to the borrower. This process includes
documentation, signing of loan agreements, and transferring the funds
to the borrower's account.

13. Collections and Repayments: The bank's collections department

manages the repayment process, ensuring that borrowers make timely
repayments according to the agreed terms. They may send reminders,
manage payment schedules, and handle any delinquencies or defaults.

14. Technology and Operations Support: The bank's IT department

ensures the smooth functioning of technology systems, including core
banking software, online banking platforms, and security measures. They

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provide support and maintenance for these systems, ensuring
uninterrupted operations.

15. Training and Development: The bank invests in training and

development programs for its employees to enhance their skills,
knowledge, and professionalism. This could include training on banking
regulations, customer service, sales techniques, or specific job-related
skills.

16. Performance Evaluation and Incentives: The bank conducts periodic

performance evaluations to assess employee performance and provide
feedback. It may also have incentive programs or rewards to motivate
employees and recognize their achievements.

17. Strategic Planning and Decision-Making: The executive management

team engages in strategic planning sessions to set long-term goals, make
important business decisions, and evaluate the bank's performance
against its objectives.

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Describing the internship and its benefits
The place I chose to go for the internship is Amhara Bank lege Tafo branch
and the reason I chose it is because banks are not often seen going bankrupt,
so this bank is new.
It is because it helps me to look deeper into the banking system
Benefits of internship
During my internship at Amhara bank i gained numerous benefits that
enhanced my practical skills, theoretical knowledge, interpersonal
communication skills, team playing skills, leadership skills, understanding of
work ethics-related issues, and entrepreneurship skills. Here's a breakdown of
what we gained in each area
Improving Practical Skills: I know some of accountant works like cash
withdrawal ,cash deposit and opening accounts
Improving Interpersonal Communication Skills: Interacting and collaborating
with individuals of varying skills and expectations at the bank significantly
improved my interpersonal communication skills. I learned how to effectively
communicate and ask questions to gain a better understanding of tasks and
expectations. This experience taught me the importance of wise and effective
communication, which is vital for successful teamwork and task execution.

The responsibilities and major activities me as a member of department

As department member I also have the responsibilities of performing the
activities of the department. Based on those general activities, I perform the
following specific activities as an apprentice, when I was participating in
Amhara bank in lege tafo branch.
I opened account for more than 40 customers by supporting employees’
check the name, date and signature of the customer to be filled properly.

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 I participated in different writing and typing activities that help for customer
service.
I accomplish a given work punctual and honestly by obeying the rules and
regulation of the organization.
Protecting the office resource from damage.
I gave different service for department and customer
I fill different forms by helping customers

EVALUTION OF EFFCTIVENESS AND EFFICINCY OF MY PRACTICAL PROGRAM

From the first day that I have started practical work on filling different forms for
customers. Since the main objective of this practical attachment course is
producing qualified, confident and competent students, it has the following
major significance.
Benefiting students, by improving their skill and knowledge, increasing problem
solving capacity, changing attitude and for preparing graduation paper
It will minimize training cost incurred by employers
Benefiting university in such a way that can produce well trend man power,
gathering information for problem solving researches
It is for the case that the apprentice to realize the theory in class to real world
through practice.
It is for that the apprentice should compare and contrast the accounting
thought with practical work
It is that how the problem is identified and the solution is found
It is for that the apprentice to make strong the relation he/she has with others
on work etc.

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Performance Evaluation of my activity
I did most of activity by the guidance of the staff worker and other organization
employees who sit around me. Because I was knew activity for a time. But after
I stay for two weeks I understood the activity begin to do problem encountered
on the job and remedial very well. In general I believe that I perform my job
effectively and efficiently.
I can evaluate myself as follow:
I accomplish my task safely; no such difficult problem faced me.
I was good in terms of starting job on time.
I was very good in receiving order and applying to real work.
I have good relationship with subordinates.
I have good initiation to work.

Challenges and problem

One of the things that happened to me or made me challenge Because the
school did not give us the letter in time, I did not get more the practice and
the information
Being told to do the internship while studying all week made me not get
enough information from the company
In addition, it is said to come with the evaluation paper after receiving the
letter Failure to receive the paper from the organization
So this was hard for me
In general, I have a lot of problems with the school

In case of division in the organization there is no many problems on the

different division. Since all departments work their role deferentially this

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division minimizes the problem. Also the division of works controlled by
another department and if there is a mistake the correct the problem together.
Not only that all department takes the risk of the problem occurred by their
activities they work properly. But in some department to work efficiently and
effectively in the organization there are some employer who are not trained
well those hinder the bank to give efficient service to the customers.
Relevance of organization with my study
From starting date of my practical attachment as the general with the branch
and particularly with the department there is good connection with my study
in CBE Theoretically since I have studied about transaction in class and in my
practical study how to make transaction of that remittance this organization is
relevant with my practical study.

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Conclusion
This practical attachment contains information, include introduction,
background of the organization, cardinal issues, goals of the organization,
organization’s structure, etc. I observed some issues like the professional status
of the staff members, punctuality of the staff members and gender in the
organization. From its establishment Amhara bank lege tafo branch has been
the known bank in Ethiopia. It has strong corresponding relationship with other
branches. As branch Amhara bank lege tafo branch has about nine (9)
departments. They have their own objective and responsibility as well as
activities in the organization. Branch Controller, Customer Service Provider,
Accountant, Manager and others are department or division of the
organization. All departments work identically for one goal to realize their
vision of 2025.

Currently as the branch the organization has some problems. Human resource
problem, Network problem, light problem are some of the problems faced the
organization. To solve these problems using the generator when the light is
lost, plant a satellite to recover the problem of network and build the employer
training centre are some of the remedial solutions. I am one of the workers of
the organization. I have the objective and responsibilities to serve the
customers properly within the working time.. However there are some
problems faced me on my activities in this department..

Lack of seat, lack of user/access/ and lack of pre training on the system before
this attachment are some of the problems affect me on the work. Using the
others employer seats, user and working with them are remedial solution I
have taken. The practical attachment is done by apprentice for the case of that
the apprentice should compare and contrast the theories and in class with the
real world. It is also significant to realize the Accounting and finance thought of
the world through practical work.

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 Generally, I gained some experience due to this practical attachment such as
how to work in cooperation with other, etc. The main problem I found, society
have low information about banking system, negative attitude of society
toward the term bank and department. Lack of information and lack of enough
time are other problems; however, I tried to do my best in order to overcome
or give related solution to those challenges.

Recommendations
As marketing management student on this practical works there are some
points needed to recommend. To more compete with others banks the size
advantage may causes the problem of management. As the company opens the
branches at many different places it also increase the cost of labor and other
materials. But the quality of service is greater than the size. So to minimize cost
and maximize profit the company should have to decrease the size. As my
opinion

Still now there are many account holders and above 280 branches . Since banks
are giving the saving service the organization should have to encourage and
teach the society about saving. Also there are only town and city peoples that
use the banks. So Amhara bank should have to start giving service in country
side through wireless networks like tele birr and mobile banking.

Related with the branch in lege tafo branch there is the problem with electric
power which affects the quality of service giving for the customers. Instead of

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using a generator when the light is lost the government as the general and the
company in particular should have to solve this problem

Finally in case of this practical attachment it is good and will be continue by this
condition. because it encourage the apprentice to compare theory and practice
in real world. But if it is possible the university should prepare a pre training
service to reduce the problem of using materials at the practical work.

Reference
The interview; information from the employers of the organization. The daily
and weekly activities.
The annual report of the company on2022
Organization website Amhara Bank https://www.amharabank.com.et/

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