ADAMA SCIENCE AND TECHNOLOGY UNIVERSITY

SCHOOL OF APPLIED NATURAL SCIENCE

DEPARTEMENT OF APPLIED MATHEMATICS

INTERNSHIP REPORT

BY: DESITA GIRMA

ID NO: UGR/27007/14
COMPANY NAME: COMMERCIAL BANK OF ETHIOPIA
AT MENDIDA BRANCH
Duration: February 19 to March15/2024
COMPANY SUPERVISOR: TEREFE DENEKE
ACADAMIC SUPERVISOR: FEYISA KEBEDE (PhD)

SUBMISSION DATE: Mar 29/2024

Adama, Ethiopia
 Acknowledgment
First, I remember Almighty God for helping me to successfully prepare this report. I am Thankful
to the commercial bank of Ethiopia Limited authority that has assisted me by giving efficient
preferred information from their portal.
In this internship program there are many peoples that helped me, so I like to thank them a lot from
my academic supervisor Dr. Fayisa Kebede to the company supervisor Mr. Terefe Deneke and all
the employees in of commercial bank of Ethiopia at mendida branch and our department.

Finally, I would like to humble thanks to all of my family members who gave me physical,
Psychological and economical supports to complete my Internship Program.

Summary
The aim of this report is to explain about my internship experience in the commercial bank of
Ethiopia at mendida branch. And also the background of followed by the role and
responsibilities of mine in that specific Organization. I tried to explain service offered by
commercial bank of Ethiopia and my duties during these internship period. Also I tried to
explain the overall benefit gained from the internship experience. Lastly, I discussed with
conclusion and recommended the problem that is really presented in the program and activities
that must be taken to solve the problem.

Acronym
ETB………………………. Ethiopian Birr
CBE………………………commercial bank of Ethiopia
USD………………………United State Dollar
GBP………………………British Pound
ATM……………………. Automated Teller Machine
CSO…………………………Customer Service Officer
USSD……………………….Unstructured Supplementary Service Data
POS………………………..point of sale

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Table contents
Acknowledgment…………………………………i
Summary………………………………………………i
Acronym……………………………………………….i
Table content………………………………………..ii
Chapter 1
Introduction…………………………………………………1
1.1 Objectives of Internship………………………….2
1.2 Background of Organization…………………..3
1.3 vision and objective of CBE…………………...4
1.4 The Main Service of CBE………………………..5
Chapter 2
General Overview of Internship………………..10
2.1 How Can I get The Organization………….10
2.2 Employee Information………………………..10
2.3 Function of Employee…………………………10
2.4 The daily Work Routine………………………11
2.5 Learning Points/ Job Description…………11
Chapter 3
Role as an Intern……………………………………….…14
3.1 Major Duties during Internship………………14
3.2 Benefits and Experience from Internship…15
Chapter 4
Conclusion and Recommendation…………………20
4.1 Conclusion……………………………………………...20
4.2 Recommendation……………………………………20
4.3 References………………………………………………22
 CHAPTER ONE
Introduction
An internship is a period of work experience offered by an employer to give students and
graduates exposure to the working environment, often within a specific place, which relates to
their field of study. Moreover, an internship is a period of time in which interns (students) can
gain work experience by doing work at a company or organization related to their field of study
under the supervision of supervisor. Internship is very significant for anyone because one can
gather realistic information in this time.
Internships can be done in a range of sectors, including sales, marketing, engineering, graphic
design, management and many, many more. Throughout an internship students will develop a
variety of soft skills, including communication skills, personal effectiveness, presentation skills,
creative problem solving and influencing skills. The primary purpose of the internship is to
provide experiential learning outside of the classroom. Internships offer the chance to test skills
in real-life situations, explore your career options and gain an insight into an organization or
career path. It allows an exchange of knowledge, experience, communication and skill between
the interns and the company or organization.

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1.1 Objectives
• Solving of different problems depending on area of study
• To assess knowledge, skills, experience in which interns(students) capture from the
university;
• To enable interns develop professional practice and adherence to codes of professional
ethics, including ethical decision making.
• Provide opportunities for students to acquire their qualifications if it is the qualification
requirement to acquire workplace component for completion
• To gain and develop skill based knowledge from the work of the company or
organization.
• Learn to appreciate work and its function in the economy.
• Develop work habits and attitudes necessary for job success.
• Develop communication, interpersonal and other critical skills in the job interview
process.

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1.2 background of organization
• The Commercial Bank of Ethiopia (CBE) is the largest commercial bank in
Ethiopia. As of June 2021, it had about 1.1 trillion birrs in assets and held
approximately 67% of deposits and about 53% of all bank loans in the country.
The bank has around 22,908 employees, who staff its headquarters and its over
1000+ branches positioned in the main cities and regional towns. The latter
include 120 branches in the national capital Addis Ababa. With the opening of a
branch in the Gechi in the Illubabor Zone, CBE's banking network has reached
online 783 branches. The bank has reached 1284 branches as of 10 August 2018.

• An organization success depends on knowledge skill and ability of employees

particularly as they helps establish a set of core competency that distinguish an
organization from its competitors. When employees’ talents are valuable Rare
and difficult to imitate organization can achieve sustainable competitive
advantage through people.

• Over the last decade rapid globalization of organizations has presented countless
challenges to training and human resource development professionals. For
example, the organizational structure of global business has been flattened in
ways that demand higher levels of leadership and managerial skills from more
employees. The cross national nature of works has meant that individuals must
be more technologically better prepared to work in varied business
environments with increasingly diverse colleagues, have the required cross-
cultural skills and understanding, be able to work in teams, and develop the
cognitive skills demanded of today’s knowledge workers. Against this
background of complexity and change in the nature of work, organizations have
recognized that the key to a sustainable competitive.

Currently CBE has more than 40+ million account holders in its more than 1940+ branches and
the number of Mobile and Internet Banking users also reached more than 6.6 million and 37k.
Active ATM card holders reached more than 8.3 million and 17 million CBE Birr users.

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 1.3 vision and objective of CBE
• Vision
A world-class commercial bank financially driving Ethiopia's future..

• Mission
Our core values detailed below are the operating principles that guide our internal conduct as
well as our relationship with our customers, partners, and shareholders.

• Core Values
Our core values detailed below are the operating principles that guide our internal conduct as
well as our relationship with our customers, partners, and shareholders.
• Integrity
• Service Excellence
• Professionalism
• Empowerment
• Innovative Organization
• Teamwork
• Respect for Diversity
• Corporate Citizenship

Objectives of CBE
The main objectives of Commercial Bank of Ethiopia are the followings:
• CBE aims to mobilize savings and allocate financial resources to productive sectors of
the economy.
• CBE supports the government's economic development agenda by providing financing and
banking services to key sectors, including agriculture, manufacturing and infrastructure.

• CBE promotes access to affordable and convenient financial services, particularly in rural areas
and low-income communities.

• CBE focuses on delivering excellent customer service and meeting the banking needs of its
diverse customer base.

• CBE aims to generate profits and maximize shareholder value, ensuring its sustainability and
ability to support economic objectives.

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1.4 The Main Service of CBE
The Commercial Bank of Ethiopia (CBE) offers a wide range of banking services to cater
to the needs of individuals, businesses, and government institutions. Some of the main
services provided by CBE include:

• Interest Free banking service

• Deposit
• Finance
• Money transfer
• Trade service
• Investment loan
• Internet banking and Mobile banking
• Saving interest
• Demand and account micro finance loan
• Foreign exchange
• Card banking ATM and POS
• Diaspora deposit account
• Diaspora consumer loan
• Personal loan
• current account
• saving account
• fixed time account and etc.

Generally Service offered by the CBE split into 4 Categories: mobile banking, branch
network, internet banking and CBE birr.

Mobile Banking (*889#)

Mobile banking is a service provided by a bank that allows its customers to conduct financial
transactions remotely using a mobile device. Which perform online banking tasks at
everywhere, any time. Can involve communication through USSD, Internet, or an application
designed for the bank services.
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Major CBE Mobile Banking service category
Transfer:

• It allows customers to transfer money from one account to another account or another
bank account using mobile banking.
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 • .Telecom services:

• It enables customers to the airtime from Ethio-telecom/Safaricom and to pay for

postpaid bill payments with mobile banking.
Utilities:

• It enables customers to pay for different services such as electricity, water and other
utilities provided by the public.
Government services:

• It allows customers to pay for different governmental services such as payment for
Addis Ababa revenue tax, immigration, Ministry of Trade and Industry, Dire Dawa and
Somalirevenue tax payment etc.
PayFor:

• It allows customers to pay for different fees such as merchant fees, school fees, health
payments, donations and Digital Equb etc.
Travel:

• It enables customers to pay for both land (Guzo go, ride driver, Guzo bus ticket &Kelal
ticket) and air transport.
Entertainment:

• It enables customers to pay for entertainment channels such as Canal+, DSTV and Webs
Prix.
Banking:

• It enables customers to acquire non-financial services such as viewing locked amounts,

standing orders, requesting new and replacement ATM/ Visa cards, managing
beneficiaries, exchange rate, ATM, branch, CBE Birr agent, and Merchant POS locator
and customer feedback.

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Internet Banking
Internet banking allows a user to conduct financial transactions via the Internet offers almost
every service traditionally available through a local branch including balance inquiry, transfers,
Mini Statement, detailed transactions, and online bill payments. It provides easy, convenient,
flexible and secure payment services for CBE customers.

Internet banking features

• Account Balances
• Account Transaction details (viewing, printing, downloading,…)
• Create standing payment orders
• Manage beneficiary
• Local Money Transfer
• Utility Payments

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 CBE birr (*847#)
CBE Birr is a mobile banking services streamed by Commercial Bank of Ethiopia through banking
agents. The bank selects, trains and authorizes agents to provide banking services on behalf of
the bank through a mobile phone. CBE Birr (Wallet Account) account is a type of pre-paid
account in which a user can store his/her money for any future transaction. Account is
protected with a PIN. With the help of an CBE Birr, one can make payments for groceries, online
purchases, and flight tickets, among others.

CBE birr features

• Send Money
• Cash out
• Buy Air Time
• Buy goods
• Pay bill
• Balance
• Taxi Payment
• Manage Beneficiary
• Mini statement

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 CHAPTER TWO
General Overview of Internship
2.1 How I can get the Company
Adama Science and Technology University let his students to search for a hosting
company for internship at the end of the fifth semester. Then I tried to enter
Commercial Bank of Ethiopia at mendida branch. I took a letter from School of Applied
natural Science to ask the CBE at mendida branch. They accept me without any
complaining; then I got the opportunity to complete my internship program in CBE at
mendida branch. Regarding to these I am so great full Officials of Commercial Bank of
Ethiopia at mendida branches.

2.2 Employee Information

CBE mendida branch has total employees of 18. Among them 10 are males and 8 are
females:
Branch manager………….1
Supporter…………………...1
Accountant………………...4
Cashier……………………...2
Auditor……………………...3
Customer Officer…………3
Security……………………..4

2.3 Function of Employee

Branch Manager:-Oversees the operations of a branch of a bank or financial institution
such as: managing resources and staff, developing and attaining sales goals, delivering
customer service, and growing the location’s revenues.
Supporter: - The bank support worker is a frontline role working directly with clients as
part of a team.
Accountant:- Oversee daily transactions in order to be certain that books balance at the
end of the day, meaning there is a credit for every debit and vice versa. They also keep
tabs on cash on hand to ensure the bank has a sufficient amount to handle daily
customer requests.

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 Cashier: - Provides face to face services in banks and handles customers concerns and
complaints. Their duties include greeting customers, opening and closing accounts and
handling deposits and withdrawals.
Auditor:- Evaluates the accuracy, completeness and legitimacy of a bank’s financial
records.
Customer officer: - Communicating with customers and clients via telephone, face to
face, or email regarding a particular service or products.
Security:-Protecting employees and customers from physical threats and monitoring for
brick and mortar breaches.

2.4 The daily Work Routine

I start my work in the bank in the official time, at 8:00 am and end working at 5:00 pm. I
used to work in different desks from starting the office to till the end of the office.

2.5 Learning points/Job description

Everyday transaction of banking system is the main operation which is handled by

general Banking sector. It has to meet the customers demand for cash and to receive
investment from them. It opens new accounts, forwards customer’s money from one
place to another through Issuing bank draft, pay order, endorsement, collects all bills
like local cheque collection, inward and outward bills collection for customers In CBE at
mendida branch I learn some activities, steps or processes on the daily work of the
banks.
For example:

1. Account Opening: - Responsibility of the customer service starts with opening of

new account in the name of new customer.
Formalities for Opening an Account:
For opening the account, the first hand requirements:
• Application on the prescribed form
• Introduction of the applicant
• Specimen signature
• Two copies of passport size recent photograph with attested by the introducer

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 Steps taken at the Time of Opening the Account
• Before opening of a current or saving account, the following formalities must be
completed.
• Inform customer of the essential conditions under which the account will be operated.
(E.g. charges, minimum balances etc.).
• Receive completed appropriate account opening form and other required documents
including two recent photographs for each signatory.
• Obtain identification of client, verify signature of introducer.
• Have all documentation approved/ initiated and cancels blank spaces on signature card.
• Take approval of General Banking In-Charge / Manager.
• Allocate account number and have initial deposit slip prepared and deliver to cashier.
2. Account closing: - Sometimes customers went to close their account due to
different reasons.
Account closing procedure: To close account, a customer has to provide a written
application. After submitting the application he has to submit the final cheque to
withdraw full amount from his account. Bank charge will be deducted and after
submitting unused cheque books, his “account opening” form will be rubber stamped
and identified as closed them.
3. Cash transaction: - A banks cash sector expresses the liquidity strength of the
bank. Cash transaction involves: cash payment and cash receipt.
Process of cash payment: Cash payment in this counter is made to customers with a
valid cheque. Customer has to place the cheque on the counter to get payment.
Payment procedures are given below:
• The cheque leaf is checked to see if it is worded in the right way. Branch seal, Date,
total amount to be withdrawn (in figure and word) and signature of the drawer is
covered in the Cheque leaf.
• Signature confirmation is done by matching signature with the sample, giving
confirmation of the verifier and confirmation seal.
• Account is debited and the cheque is cancelled by the officer. Cash payment officer
takes the cheque.
• A “cash paid” stamp is attached on the cheque, and then this entry is taken in the cash
payment register.
• Entry is posted in the debit drawer account and notes the transaction number on the
top of the cheque.

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 Cash receipt procedure:
• First it is checked whether the deposit slip is properly filled up with every details
needed.(e.g. account number, amount in figure and word, depositors sign)
• Cash receiving officer takes the cash, counts them twice and matches with the
deposit slip and also writes down the value of notes at the back of the cheque.
• The cash receiving officer also writes down the amount in figure and words in
front side of the cheque.
• A signature of cash receiving officer and “cash received” stamp is attached on
the front side of the cheque.
• It is added in the record book and a scroll number written in the cheque.
• The system credits and places the deposit slip in the concerned account.
• Depositor gets a counter folio as a receipt.
• System balances the cash by getting one combined cash debit voucher posting.
4. Activate mobile banking
5. Opening CBE birr and observe all activities in CBE.

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CHAPTER THREE
Role as an Intern
3.1 Major Duties during Internship
During the internship period my duties was:

• Identify different formats of paper used for transaction purpose

• Treating customers with good approach

• Helping customers by filling the withdrawal and deposit on the form

• New account opening

• Receive checks and cash for deposit to savings and checking accounts.

• Checking cheques whether its fraud or real

• Calling clients to make sure their cheque is valid

• Providing client statement

• Helping customers by giving agent birr services

• Helping customer whose went to Check their balance by using their phone number

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3.2 Benefits and Experience from Internship
For the past one months of this internship, I gained a lot of experience from coworkers. Since
the behavior of the bank’s activities are connected with customers of different background and
behavior, this will help me to improve my future career. The most important benefits that I
gained from the CBE’s activities are improvement of my practical skill on how customers are
attracted toward services.

Skills you need to provide customer service for banks

Here are some skills that can help you provide excellent customer service in the banking
industry:

Industry knowledge
Whether you are a bank teller, manager or customer service representative, having an in-depth
understanding of the different banking products and services your business provides is a key
factor in providing high-quality customer service. Familiarize yourself with all of your bank's
offerings so you can answer customer questions accurately and help them make the best
financial decisions based on their needs. Here are some products and services your bank may
offer that you can familiarize yourself with to improve your industry knowledge:

• Checking and savings options

• College savings plans
• Individual retirement accounts
• Business, personal, home and auto loans
• Safe deposit boxes
• Certificates of deposit
• Tax and estate planning
• Lines of credit
• Related: Top Bank Teller Skills: Definition and Examples

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 Interpersonal skills
Having exceptional people skills can help you build trust with your patrons and provide
excellent customer service. While finances can be a sensitive topic for many people, using your
interpersonal skills to connect with your customers can help you build trust with them. Your
customers may have personal questions about overdraft fees, loan applications or mortgage
processing. Offer clear and concise explanations, provide them with options and work with
them to find the solution that best fits their needs.

Technical knowledge
Technology in the banking industry is always changing, so it's important to stay up to date on
the latest systems, features and digital programs your institution uses to ensure you can
provide efficient customer service. As an employee in the banking industry, you may also need
to teach customers how to use new tools like online banking, remote deposits, mobile
applications and ATMs. Offer to demonstrate how different pieces of technology work to
ensure your customers are comfortable with these updates and understand how they may
benefit from using them. This can help your customers adapt to change.

Effective communication
As an employee in the banking industry, being able to communicate complex financial
information in layman's terms is an important skill because it can help customers understand
their options. Take the time to explain banking terminology to your patrons and pause
throughout your conversation to ask if they have any questions. You can also familiarize
yourself with challenging banking topics to ensure you understand the material and can answer
your customers' questions thoroughly. Some key topics your customers may have questions
about that you can study include:

• Using online and remote banking options

• Comparing loan products

• Recovering from identity theft
• Understanding overdraft protection
• Deciphering credit scores

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 Empathy
When a customer comes to you with a financial challenge, showing them you are empathetic
and understanding of their situation can help you diffuse tension and communicate more
effectively. Listen to your customers' concerns and let them know you are happy to work with
them to find a solution. Then present the options they have available and answer any questions
they may have. This can help you create a more positive experience for your customers.

Attention to detail
Paying close attention to detail can help you ensure you provide your customers with accurate
information and make the correct updates to their accounts. It can also help you identify
potential issues before they happen so you can protect your customers' financial assets. Finally,
being attentive while listening to your customers can help you ask the right questions to get the
information you need to complete their requests in a timely manner.

Conflict resolution skills

Good customer service professionals work with their patrons to overcome challenges and
develop effective solutions. If a customer approaches you with an issue, take the time to fully
understand their situation and what their desired outcome is. This can help you identify what
steps you need to take to help them solve their problem. Showing your customers you are
happy to work together to develop a solution can make them feel better about their situation.

Dependability
Being a dependable employee is important because it allows you to build trust with your team
members and customers. When you agree to help a customer or complete a task for them,
make sure you follow through. For example, if a customer asks you to process a mortgage for
them, ensure you submit their request in a timely manner. This can make customers feel like
you are reliable, improve their overall experience and help them reach their financial goals.

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 Friendliness
Making sure your patrons feel welcomed and valued can help you ensure they remain
customers for life. Greet your patrons with a smile and a positive attitude to make their banking
experience more enjoyable. You may also try to get to know your regular customers by asking
them about their interests, hobbies and weekend plans while you process their requests. This
help you build rapport with your customers, develop stronger relationships and provide patrons
with more personalized service.

Responsiveness
Responding to your customers' inquiries and service requests in a prompt and efficient manner
can help you show you value their time. If a customer needs help overcoming a challenge,
responding to them quickly can help you decrease their level of stress, diffuse any tension and
make a positive impression. You may also reach out to customers proactively if you notice a
significant change to their account or have important information to share. This can improve
your communication with customers and help you build trust with them.

Active listening
Actively listening to your customers can make them feel heard and understood. Make eye
contact with patrons and allow them to fully explain what their needs are before offering
suggestions. You can also repeat an important part of their question back to them when you
provide an answer to show that you are listening to them. This can help you establish common
ground with your customers and ensure you are aligned with them moving forward.

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 Decision-making skills

Good customer service representatives help customers evaluate their needs and offer
individualized recommendations. By providing your customers with information about the
different services and products your bank offers, you can help them make important financial
decisions. Familiarize yourself with the benefits and features of different offerings to improve
your decision-making skills and provide guidance to your customers.
In general the following points are benefits and experiences that I gained from
internship program in our daily activities.

• Willingness to learn from others

• Being responsible for my action

• Be a man of hard working

• Cooperation within workers

• Working with people of different background

• Gained skill and knowledge on business disciplines

• Sociality within employees at organization

• Punctuality: - the fact of arriving, doing something at expected or correct time.

• Honesty:- the quality or fact of being honest; uprightness and fairness

• Patience:- an ability or willingness to suppress restlessness or annoyance when

confronted with delay

• Responsiveness:- being able to react quickly and positively

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 CHAPTER FOUR
Conclusion and Recommendation
4.1 Conclusion
Internship is very important program in which the students exposed to real application area of
their concern there by developing their practical skill in proper manner. The internship is a
mirror of what the students sees his real person in it. Internships can be done in a range of
sectors, including banks or financial institutions, Insurance company, Hospitals, factory, sales,
marketing, engineering, graphic design, management and many, many more. I have completed
my internship program within February 19 to March 15/2024 (Monday up to Friday on half day
basis) in the field of Accounting and Finance for 90 hours as students of Applied Mathematics in
banks. Generally during this period of internship program, I primarily worked in General
Banking Segment. Still, this short period of time, I did my best to engage myself in various
Sections such as in the cash division and investment sector.

4.2 Recommendation
4.2.1 To the Organization
Service quality and customer satisfaction are proved to be the important determinants to
maintain the overall performance system of the bank. Thus as an internship students I have the
following recommendation to the bank.

• Managers should always consider the fact that a good customer service can cover the
flaws or loop holes of overall service system.

• The management of the bank should frequently take the feedback of customers and
should incorporate

• The management of the bank should always consider the needs of the customers.

• The bank should offer opportunities for career development.

• The officials of the bank should have a good relationship with customer in order to make
the bank more profitable

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4.2.2 To the university
As an Applied Mathematics students I have some recommendations regarding with internship
program. We know that Applied Mathematics students take internship program in financial
institution sector such as bank, Insurance, and etc. But those Organization does not simply
accept students to complete his/her internship program in their Organization; they ask
different questions such as how Mathematics student take internship in bank? , how
mathematics related with accounting and finance? And etc. Due to such like questions the
opportunity that Applied Mathematics students get job in such like institution is very difficult;
They give the first chance for accounting and finance students. So our university should solve
those problem by:

• Announcing the student’s ability or performance to the Organizations during writing the
internship training letter.

• Giving courses more related to Accounting and finance

Generally to improve the internship program the university should secure internship
placements for students; the school/Department should have to prepare appropriate related
organization with their specific field of study for their internship.

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References
• Commercial Bank of Ethiopia Profile (Updated)

• Commercial Bank of Ethiopia annual report

• Commercial Bank of Ethiopia electronic banking page
• Web site of bank
• Ethiopian Banking System privacy shield (www.privacyshield.gov)

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