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SCHOOL OF BUSINESS MANAGEMENT AND SCIENCES

DEPARTMENT OF FINANCIAL ENGINEERING

INDUSTRIAL ATTACHMENT LOGBOOK

FOR
CHARITY F GWAKWA(H170316J)

An Account of my work

2019 - 2020
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Student Name : Charity F Gwakwa

Registration Number : H170316J

Program : B-Tech (Hons) Degree in Financial Engineering

Course : HIT 300

Internship Supervisor : Mr. W. Chiwanza

Name of Company : Zimbabwe Bank Financial Holdings

Company Address : Rotten Row

ZB Head Office
CBD, Harare

Department : Retail Department

Company Supervisor : Mr. T. Macharaga

Signature of the Company Supervisor : …………………………………

Company Stamp:
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Week Work Performed Supervisor’s Signature and Comment

9 September- 21 September 2019
Orientation and training
• My first week at ZB bank Shurugwi
1-2
branch was mainly on induction and
training. I was shown around the
branch and the stuff members who
were going to help me throughout my
whole internship program.
• ZB Shurugwi branch is under the retail
department, thus during the internship
period I was going to perform duties
under this department. I was
familiarized with the company’s
processes, thus was shown how to file
signature cards in-order of their
account numbers. On my first week at
the branch I filled these cards and
placed them in the volt where no one
except the staff members had access
to.

Meetings
• We had a branch meeting, where I was
introduced to every stuff member at
the branch. The meeting was mainly
on identifying certain loopholes within
the company. The branch was to
improve on its customer service as it
was becoming poor and could affect
the company’s outcome as a whole.
• The company’s Group Chief
Executive Mr. R Mutandagayi came to
our branch and we had a meeting with
him and I was also part of it.

Client Visit
• I went to my first client visit so that I
could be shown how it was done and
all. We visited different schools which
were Guinea Fowl Primary and
Secondary School and lastly,
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Chikwingizha Minor School. Our

main purpose for visiting these schools
was to get the schools to open new
accounts with our bank. Thus, we had
to sell our product to these schools by
mentioning the benefits they would
get.
Filling of bank forms
• My first 2 weeks at the branch were
mainly on filling, I filed RTGS,
Internal transfers, E-wallet and ATM
card application forms in date order

Writing of call reports

• I wrote my first call report. Thus, on
this report I had to write about what
happened at the visits with the
different schools and I emailed it to
the branch manager.
23 September – 5 October 2019
Enquires operations
• Orientation and training on how I had
3-4
to operate the enquiries department.
Thus, it is at the front office and one
gets to communicate directly with the
customers. All questions and disputes
are handled at this department.
• I was able to issue out to clients all the
right forms that they needed. I
captured a few of the forms thus eco-
cash forms and the other forms were
captured by the back-office operator.

Back office
• I was also shown all that was done the
back office thus, the duty of the back-
office operator is to capture all the
banking forms and is responsible for
filling and solving certain customer
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queries that cannot be performed at the

front office.

5-6 7October 2019- 19 October 2019

Assistance in account opening
• The student was engaged in the whole
process of account opening. The
process begins with the completion of a
10-page form by the client, after that
the information will then be fed on the
system. KYC is done when opening
accounts, thus knowing your customer.
For individuals only KYC documents
will be required. For companies, KYC
documents will be required and a site
visit will be done.
• I was shown what was supposed to be
done when a customer wanted to open
an account. Customer should have with
him, his proof of resident, national
Identity card photocopy, passport size
photos and the deposit depending on
which account the client wanted to
open. Before an account was opened
clients, records were checked on
Financial Clearing Bureau and World
Check to see whether the clients has or
does not have any bad debt or bad
record.

Financial Clearing Bureau for new

individual accounts
• I was shown how to perform the
financial clearing bureau also,
checking customer record at the
FINANCIAL CLEARING BEARUE.
This is when a client is searched on the
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system to see whether he or she has

any bad debts or not if the client
doesn’t the account can be opened and
for my fifth and sixth week it was the
main tasks that I performed. I did
FCBs for individuals who wanted to
open new accounts. Also, FCB is not
controlled by the bank but by its
provider.

World Check for new account opening

clients
• ZB bank performs world check for its
new clients. I was shown how to
perform the world check thus, a client
is checked on the system world-wide
whether he or she has any bad debt or
he or she is a political exposed person.
This would help in knowing the
dangers that we are likely to face for
such people if their accounts were to
be opened. This was also the main task
that I performed during my 6 th week at
the branch. I performed world check
for individuals who wanted to open
new accounts with ZB bank.

7-8 21 October- 2 November 2019

More on the back-office operations
• Filling
During this period, I was able to file
individual account opening forms that
were opened by the transaction and
controller ad signed by the manager.
The PA files were filed in box files
according to their account numbers
and put away in the volt. Like all the
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other weeks I also filed the RTGS

transfers, internal transfers, eco-cash
registration forms and e-wallet forms
and these were filed in date order and
after every month the forms were filed
away in a safe place where the stuff
had access to.
• Registration of eco-cash clients
ZB bank is linked with Econet
services, therefore one is able to link
the bank with eco-cash, the client is
able to transfer money from his wallet
to his bank account or the other way
around. ZB bank clients came to the
branch for the process to be done thus,
they would fill in eco-cash registration
forms and the enquires clerk would
receive the form and see if all the
details are correctly written and would
receive the forms and verify the
client’s signature. Thus, I was given
the forms and was shown how to
register them on ZB bank eco-cash
platform after I did the registration, I
gave the forms to my supervisor for
authorization. I was taught to be extra
careful when doing the registration so
that I would not link the client’s eco-
cash with the wrong bank account
number

9-10 04 November 2019- 16 November

More on:
Financial Clearing Bureau for companies
• During the past weeks I performed
FCB for individuals only. For the
following weeks I was shown to how
to perform FCB reports for companies.
Thus, during this period, a lot of health
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service companies opened ZB bank

accounts, therefore the accounts were
to be opened during this period. I was
given the tasks of doing the FCB for
all the accounts and also including
FCB for individuals. Therefore, I had
to manage my time well as all these
had due dates.

World-Check Search for companies

• At ZB bank world check is also done
for its clients. Thus, on my first weeks
I did world checks for individuals only
but during the following weeks I was
shown how to do world check for
companies. Thus, after checking the
clients FCB report I would do world
check for the same clients and if the
reports proved to be good, the
transaction controller would then open
the accounts. Thus, a lot of company’s
accounts were opened during the
period and I was responsible for doing
the searches within a given period.
Thus, I performed world checks for
both new accounts opening individuals
and companies.

Market plan strategies

• I was also part of the team that
planned the branch Marketing
strategies.

11-12 18 November2019 -30 November 2019

More of enquires
• ZB Shurugwi branch had a few
desktops to accommodate all of us
therefore, most of the tasks would be
performed on enquiries therefore
increasing pressure on the stuff
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member. Therefore, one was required

to manage his work effectively and
efficiently. Thus, as weeks went by, I
was able to see how others performed
on enquiries and I would also be given
an hour at the enquiries and be able to
communicate with the clients and help
them with their queries.
• During these 2 weeks. I was shown
how to capture bank transfer forms at
the enquiries and at the same time
attending to a customer’s query. I
captured internal transfer forms, these
are forms when a ZB client wants to
transfer money to another ZB client,
after the client would have filled in all
the required information, I received
the forms and checked them carefully
and verified the client’s signature.
When verifying the client’s signature,
I checked it on the system and would
compare the signatures.
• RTGS transfers these were transfers in
which a ZB client would want to
transfer money to a client with a
different ZB account. Thus, the
receiving process was the same as that
one of an internal transfer form.
• These transactions were processed on
TIPS. After processing I would give
the forms to the transaction controller
for supervision.

Giving clients their account balances and

account statements
• Thus, from the system using equation
and TIPS I was able to give clients
their balances and also print out their
bank statements
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Communication through Avaya

• I was able to use Avaya to
communicate with clients for any
issues that needs a phone call. Avaya
was also used for internal purposes at
branch level and the whole bank.

13-14 02 December2019 -14 December 2019

Performed FCB and World check
• Like all the other past weeks, during
this period I performed the FCB and
world check for both individuals and
customers.

Front office-Enquiries
• I also went to the enquiries and did the
previous tasks that I had been taught in
the past weeks. I would go there for
only an hour or two so that I could
learn bit by bit.
15-16 16December- 24 December 2019
Front office:
Enquiries
• During this period, I also performed
my previous duties from the past
weeks.
• Receiving client letters
In addition to my previous duties, I
was able to receive client letters. These
letters were submitted by clients at the
branch if they had any query for
example, if client’s cash was deducted
from his account when he or she was
trying to perform a transaction but
they had failed. I would receive the
letters check on equation whether the
money was reversed or not if not, I
would scan the letter and send it
forward for the IT department to make
the reversals.
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• Assisting clients in knowing what is

needed when opening an account.
• Also did the FCB and world check like
on my previous weeks for both
individuals and customers.

Backoffice
• Registration of new eco-cash clients.
Thus, new accounts were opened and
therefore clients came for eco-cash
registrations.

27December 2019- 31 December2019

Back office operations
• Filling
As it was after the holidays a lot of
work had to be done, thus forms were
supposed to filed and it was yearend
therefore all the forms were to be put
in their boxes and put somewhere safe
where only the bank stuff had access
to. I was the one responsible for the
filling so during the days I finished my
tasks and we started on a new fresh
page.
17-18 02January 2020- 11january 2020
Enquiries
• I performed enquiry duties full time at
the start of the year. Thus, I did all the
previous tasks and learnt some as day
by day.
• In addition to the transfers I was
shown how to capture ZIMRA
transfers. ZIMRA transfers are
processed using the ZB bank eco-cash
platform. This system is web based
therefore are accessed online. ZIMRA
payments must be posted once and
therefore there’s no space for
mistakes. These payments are easily
Chari ty F Gwak wa H17 03 16 J OL AV Sys te m P a g e | 11

made for corporates which are

registered an are supposed to pay tax. I
had to make sure I was extra careful
and I processed these transfers the day
they were submitted as late processing
would result in companies facing
penalties.
• I also learnt how to process E-wallet
transfer forms. E Wallet is a mobile
banking platform which can be
accessed using USSD code on every
mobile phone. After clients opened
accounts with our bank, they would
fill in e-wallet forms these help one o
check his account balance, send
money, pay bills. Thus, I was
responsible for receiving the forms
and check whether the information
was available or not and would verify
the client’s signature. I would then
register customers on e-wallet
platform after processing I would give
the transaction controller to authorize
the forms. The client would be linked
on the day or the next day with his e-
wallet. Failure to capture these forms
on time led to problems being created
between bank and its clients.

• Handling customer queries

I was able to handle customer queries,
thus, being able to reset passwords for
E-wallet registered customers and if
they are facing any problems using it.
For those with queries on their eco-
 Chari ty F Gwak wa H17 03 16 J OL AV Sys te m P a g e | 12

cash I would make calls so that the

problems could be fixed earlier.
Some of the queries required me to log
them on our OS tickets.

• Understanding the application and

issuing of loans
It is crucial to understand the
creditworthiness of a client before
issuing a loan. The client has to accept
the conditions and thereby invite
his/her guarantor to witness the loan
approval. The student was well
equipped with the knowledge of loans
as she got an opportunity to be present
at the time when bank officials, the
account holder and his/her guarantor
signed the loan documents.

19-20 13 January 2020- 25 January 2020

Enquiries- Issuing of ATM cards
• After opening of client’s accounts,
they would be given Cash 24 cards. At
the enquiries I would give out Cash 24
cards after I would have checked their
forms. For one to get they would
present their original national identity
cards and would sign in the card
register. After this process I would
give the forms to the teller to process
them
• I also issued Pauri/khonapo cards.
These are cards issued to client who
have opened a Pauri account, it
requires one to deposit money for the
account to be opened also. It’s more
like our E-wallet, I would register
customer on E-wallet platform and
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give the forms to the transaction

controller for supervision.
• I was shown how to receive deposit
book request books and cheque books
requests. Schools and churches are the
ones that mostly applied for the books
and therefore two signatures were
required on the application form. I
received the forms I would verify
signatures and if the signatures did not
exist, we would go to the volt for file
retrieval to see whether the right
signatories had signed. I would give
the forms to the transaction controller
toe finish the process.
• I also performed the same tasks as the
ones from the previous weeks and I
addition I issue out ATM cards

Clients Visits
• We went for clients visit to schools
and retails shops. Thus, we were
advertising our products and the
advantages they would come along
with.
Writing of call reports
• The student wrote call reports on
everything that had taken place on the
visits and the issues that were
discussed.
Meetings
• We carried out branch meetings and I
was also part of them. Discussions
took place in which each work
member had to participate in.
21-22 27 January 2020- 08 February 2020
Back office
• Filling
Like all the other past weeks I did
filling after every month and put these
 Chari ty F Gwak wa H17 03 16 J OL AV Sys te m P a g e | 14

forms in the volt. In addition to file I

was show how to file loan application
forms according to date order also.

Front-office -Enquiries
• I performed the same duties like the
ones from my past weeks. However,
since the branch was under-stuffed the
pressure increased thus, I had to do
most of the back-office tasks at the
front office. But with the help from
other stuff members I was able to
solve the problem and as time went on,
I was able to manage the pressure.

• Understanding how a teller works

Tellers work is not very challenging
but risky since this is where money
exchanges hands and any slight
mistakes can lead to teller shortages or
surplus. The student was observing
and was able to capture how the teller
treats all areas of his/her work as per
bank.

23-24 10 February 2020- 22 February 2020

• I performed all and the same duties
from my past weeks at the enquiries.
• I also assisted some of the clients in
writing down their salary schedules on
excel book sheets.
• I was shown how telegraphic transfers
are captured. These tasks were mainly
carried out by the teller.

25-26 24 February 2020 – 7 March 2020

Enquiries:
• My duties during this week were the
same as from the past weeks,
capturing internal transfers and RTGS
 Chari ty F Gwak wa H17 03 16 J OL AV Sys te m P a g e | 15

transfers, eco-cash registration, e-

wallet registrations, ZIMRA transfers,
issuing out ATM cards,
• In addition, I also issued out deposit
books and cheque books and the
clients would sign in our records.

27-30 09 March 2020- 30 March 2020

• I performed the same duties, both on
enquiries and back office-filling
• Performed world check and FCB for
new companies and individuals

April- July National lockdown

Chari ty F Gwak wa H17 03 16 J OL AV Sys te m P a g e | 16

The above provided information is true to the best of my knowledge:

Student’s Signature:…………………………………
Date:………………………………………

Checked by the Work Supervisor before forwarding to Harare Institute of Technology

Supervisor’s Signature:…………………………………..
Date:………………………………………

Received at the Department, Harare Institute of Technology

Internship Co-ordinator /Chairperson: ……………………………………………………….

(Signature &Date & Official Stamp)