PRACTICAL ATTACHMENT REPORT ON CBE BANK OF BALEMI

BRANCH

JIMMA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS

DEPARTEMENT OF BANKING AND FINANCE

PRACTICAL ATTACHMENT REPORT ON CBE BANK OF BALEMI

BRANCH

BY

WONDIMU CHEMEDA.......RU 3072/14

SUBMITTED TO DEP’T OF BANKING AND FINANCE

May 11,2025

Jimma, Ethiopia
 ACKNOWLEGEMENT

Above anything else in this world, I would like to praise God for showing me the way for all
his blessings and for his help during this internship program and in all aspect of my life.
Secondly, I would like to thank the CBE Bank, managers and tellers for their invaluable
support and sharing of experience with no any hesitance during my stay in the organization.
Finally, I have a special word of thanks to Jimma University, college of Business and
Economics, Department of Banking and Finance for facilitating the internship program.
ABSTRACT

This summer practical attachment was conducted to analyze the real working environment
with that field of study. That is the attachment was to determine how theoretical learned
course is applied in the real world. It focuses to identify for the financial system from the
lowest level up to highest level of organizational structure. In addition it is to increase the
experience of student and also, it’s a way to test the student how they get benefit from
practical activity related to learned course in a classroom and how they can identify some
strength and weakness of the company which they take internship on it, and by what method
they recommend for the weakness of company and support for strength of it as one of the
learned body, Regarding with this practical activity during internship period how they can
compare and identify the reality and gap between practical activity and learned course in
classroom which is more benefit for the life of one student, consequently It’s focus on how
the student can use written document and information that get from society and other
different material to write the history, Capacity, objective and other related information about
one company. Generally, the aims of practical attachment program are to make student
beneficiary.
TABLE CONTENT
PAGE
ACKNOWLEGEMENT.......................................................................................................................................II
Chapter one....................................................................................................................................................5
INTRODUCTION..............................................................................................................................................5
1.1 Background of the Organization....................................................................................................5
1.1.2 Mission of CBE...................................................................................................................................5
Objective........................................................................................................................................................6
1.2 The Rationale, Objectives and goals of Internship...............................................................................7
1.3 METHODOLOGY OF THE REPORT........................................................................................................8
1.5 Limitations of the report......................................................................................................................9
CHAPTER TWO.............................................................................................................................................11
DATA PRESENTATION, ANALYSIS, DISCUSSION, AND REFLECTION................................................................11
2.1 CUSTOMER SERVICE DEPARTMENT OF CBE........................................................................................11
2.2 Major responsibility and tasks............................................................................................................11
2.3 Observation Gap.................................................................................................................................14
CHAPTER THREE........................................................................................................................................... 16
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS................................................................................16
3.1 Summary............................................................................................................................................16
3.2 Conclusion..........................................................................................................................................16
3.3 Recommendations.............................................................................................................................17
REFERENCES.................................................................................................................................................18
 Chapter one

INTRODUCTION

1.1Background of the Organization

The Commercial Bank of Ethiopia (CBE) is the biggest commercial bank in Ethiopia .

A Commercial bank is a type of financial institution that provides services such as accepting
deposits, making business loans, and offering basic investment products.
"Commercial bank" can also refer to a bank, or a division of a large bank, which more
specifically deals with deposit and loan services provided to corporations or large/middle-sized
business - as opposed to individual members of the public/small business - Retail banking, or
Merchant banks

The History of Commercial Bank of Ethiopia (CBE) dates back to the establishment of the State
Bank of Ethiopia in 1942. CBE was legally established as a share company in 1963. Since then,
it has been playing significant roles in the development of the country. 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.

1.1.1 Vision of CBE

To become world class commercial bank financially driving Ethiopia’s future.

1.1.2 Mission of CBE
we compromise to best realize stake holders needs without compromising the well being of our
environment and society through enhanced financial inter mediation globally,supporting national
development,deploying highly motivated,skilled and disciplined employees as well as state of
the art technology.

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The motto of the bank is The Bank You Can Always Rely on!

1.1.3 Values of CBE

The following are values of the bank

 Integrity

 Service Excellence

 Professionalism

 Empowerment

 Innovative Organization

 Teamwork

 Respect for Diversity

 Corporate Citizenship

Objective
 Provide loans, savings, and other financial services to low-income and hard-working
farmers, as well as to urban and rural residents in various sectors of micro finance sector.
 Provide various financial services provided by microfinance institutions and banks to
micro and small enterprises and small and medium Enterprise.
 Provide various banking, loan, prepayment and overdraft services.
 Providing domestic and international hawala services.
 Buy and sell non-cash items such as gold and silver as well as foreign exchange.
 Providing financial services in digital ways;
 Providing Agent Banking Service
 Borrowing money for business purposes
 Performing other activities related to banking and authorized by the National Bank of
Ethiopia.
 To participate in any business and investment options authorized by the National Bank of
Ethiopia.

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1.2 The Rationale, Objectives and goals of Internship

The internship program under the management is mainly targeted at giving the practical exposure
to the students who have acquired plenty of theoretical knowledge in the related field of study.
The primary objective of this internship is to gain valuable insights into the business sector and
to relate the theoretical knowledge with the practical experience

The other specific objectives of the study are:

Gain early understanding and appreciation of the practical life real-life situation challenges
associated with application of the theoretical knowledge acquired. Develop expected
professional self-awareness, internalization of career job requirements and experience.

Develop and acquire critical skills needed to proactively observe and analyze
problems/challenges encountered while executing career duties and responsibilities at work.

Student gain knowledge about practical aspects of functioning of an organization on the

domestic and foreign markets with a special emphasis on finance/ accounting management in
public administration, private sector, non-governmental organizations, self-employment and
other.

Student knowledge about performing specific tasks and develop problem identification and
problem solving skills in finance management /accounting.

To know how theories and concepts are applied in practice in the day-to-day business operation.

To prepare students to tackle problems and handle objection in work place.

To develop appropriate managerial skills and attitude to tackle real life problems arising in the
organization.

 To acquire the knowledge about the activities performed in different departments.

 To understand different banking procedures carried out in the branch.

 To increase communication skill and interpersonal skill.

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 To boost up the confidence level.

1.3 METHODOLOGY OF THE REPORT

This report has been prepared on the basis of experience gathered during the period of internship
and my own learn and understanding. The entire process has been made by collecting primary
data which played a vital role and easy to write down the report and secondary data was needed
for supportive structured buildup to the report I have designed the methodology or the method in
which way the data will be collected in the following way:

 Primary data sources: Inspection in different desks, talking with employee’s in the office and
organized and planned analysis are the main resources.

 Secondary data sources: Brochures, website of the bank etc. are the secondary data sources.
Extensive and elaborate study of the existing files, convenient case clarifications, observation
interview with the employee were done to identify the execution and control and monitoring
process of the banking system.

1.4 SWOT ANALYSIS OF CBE

1.7.1 Strength

 Existing distribution and sales networks.

 Monetary assistance provided high growth rate.
 High internal governance accountability and transparency.
 Barriers of market entry

1.7.2 Weaknesses

 Small business units.

 Lack of experienced work force as compared to its competitors.
 Future debt rating.

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  Lack of workers confidence .
 Lack of investment in research and development.
 Limited number of workers specially casher

1.7.3 Opportunity

 Global market growing economy.

 Growth rate and profitability.
 Venture capital Income level is at constant increase

1.7.4 Threats

 Increase labor cost.

 Financial capacity.
 Competition and lower profitability external business

1.5 Limitations of the report

This study has been prepared on the basis of observations and experience gained during
internship period. It is confined only in the Customers Service Department.

The following are the limitations of the study:

 The bank’s policy on keeping some matters confidential prevented from analyzing
different activities.

 The interp conclusion were drawn within the limitations of individual’s Knowledge
and judgment abilities and on the basis of data provided and other published and
unpublished sources. So it may lack the professional and expert touch.

 This report takes into consideration only about general activities and does not include the
minor details about each and every activity performed in the bank due to time constraint.

.
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 CHAPTER TWO

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 DATA PRESENTATION, ANALYSIS, DISCUSSION, AND
REFLECTION

2.1 CUSTOMER SERVICE DEPARTMENT OF CBE

As an organization has several departments, CBE 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 three months’ internship program I got an opportunity to work on
Customer Service Department of CBE at Balemi Branch to accumulate learning experience of
banking activities. Customer service representatives who work for banks answer customer
questions about basic banking services, such 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 CBE includes

 Answer questions about account types and banking products, such as CDs, loans
and Credit cards
 Filing and Documentation
 Account Opening and closing
 Assist banking customers who are victims of fraud, theft or identity theft
 Assist customers with replacing lost or stolen credit or debit cards

2.2 Major responsibility and tasks

Customer service department is basically the front desk of bank, as this is the department where

Customer first contacts with the bank. The reputation and image of bank is highly determined by
this department. This is department where the bank delivers its product and services to
the Customer.

The staff of this department should have fair knowledge of all departments so, that they
can answer the customer queries. Customer service department intends to attract the new

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Potential customer and retaining the existing ones. All the activities of this department is
to Satisfy the customer.

Customer department is also concern with revenue generation which mean To increase the profit.
If the old customer are unhappy with this department or with bank then the Bank should bear
loss.

The bank should find new customer which incurred expense for bank as Well as the reputation
and image will be damage of bank. This department is also known as Bridge for bank
as this department is link between customer and other department. So this Department is
crucial for bank. The internship serve customer by providing product and service
Information. The interns distribute cheque. I serve customer by providing various form like debit
Card, Account opening for and many more. The major functions I performed by internship in
CSD department as follows:

1. Account Opening

With the proper verification of all required documents, new account is opened. It is very

Essential to know all the details of customers before opening of an account. To open an

Account in a bank is related to enter into a contract between a person or an institution and a
Bank. Account Opening Procedure:

 The account opening from should contain account name, account holder number, nominee

Name and signature.

 Account number is given as per registered sequence following computer system rule
to Open the account in computer.

 If there is any discrepancy of document found by the manager or operation in charge then
The customer is informed about that and is asked to clear the discrepancy.

 The manager or Operation in-charge approve the document

 Then the customer is requested to deposit the minimum re balance next day as prescribed

in the assigned account number.

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 Then customer is requested to collect the cheque next day and customer is released. They

will be informed through a phone call after their debit card is ready.

 Then, documents are checked as per details given in Account Opening Rules according to
the nature of the account.

 The documents are returned to CSD after the authorization.

 If there is any discrepancy of document found by the manager then the customer is

informed about that and is asked to clear the discrepancy.

 Signature is scanned for the computer access. All other information related to the customer

is written in the account opening section for the future reference

The account opening form and KYC along with other necessary documents are kept in a
serial order as per account Number for future reference.

2) Customer Query Handling

As a Customer service staff during internship, intern most of the time was spent in handling the
numerous queries of various walk-in customers. I gave the information that they wanted. Many
customers were interested to learn about the product and services, which the intern
happily obliged. In addition to that, the intern answered queries on other products, services,
transaction hours, interest rates on different types of saving account, Account Reactivation and so
on.

3) Filing and Documentation

Filing and documentation are very important task that staff of Customer service has to do. The
entire paper work has to be done simultaneously to the computer work. There are different types
of file for filing documents. The account holder’s form, debit card request form, sms alert form,
mobile banking request form, internet banking form,cheque requisition form etc. are filed in their

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respective files. Other documents like ATM Acknowledgment, card capture form, account
reactivation, account category change etc. are filed in their respective files.

4. Checking The Form Filled Up by The Customers

All the customers may not be aware about the procedure to fill up the form, so the intern
checked the different form filled up by the customers such as Remittance Form, Deposit Form,
Account Opening Form, Account Closing and Transfer Form, SMS Alert Form, Debit Card
Application Form,CIF(Customer Identification Form) Term Deposit Form and asked the
customers to fill up the missing part.

5) Helping Customers to Fill Up The Form

As all the customers are not literate, some may be illiterate, some may be too old, some
may have eye problem, some may be disable. So, I helped the customer to fill different form
such as Remittance Form, Deposit Form, Account Opening Form, and Transfer Form.

2.3 Observation Gap

Theories are developed after testing the phenomena several times. This phenomenon consists of
facts and truths that have been collected from the universe. After long a theory is developed
and read by knowledge seeking groups. After reading theories different people understand the
same thing in Different ways due to different perception, ability intelligence and other psycho-
sociolect factors. It is quite obvious that the facts are not understood in the same way as they
were learn. The intern also faced this complexity while trying to implement the theoretical
knowledge into practice. Sociology-cultural factors, interpersonal relationship seems to be
simple in theory but in the practice maintaining interpersonal relationship and mixing with the
society and professionals is a crucial task. The concepts relating to customer satisfaction are easy
to understand by reading books but it is really hard to satisfy problematic customer. The practical
framework has been observed differently than the etiquette of corporate culture. The complex
methodology of different management formula learn from books has been easily applied in
software. Understanding customers’ psychology and tackling with their grievances in the field is
not as easier as writing in books. Thus, for an efficient learning, both the theoretical and practical

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exposure is the must. Both cannot be considered as standalone requisites for skill development
and cannot be compared. They are complementary terms.

2 Learning and experience

I had worked as an Internee in CBE Bank for three months as per required by University. During
my Internship, there was a tremendous atmosphere in CBE Bank. I learned so many things from
their management like how to work in a standard place. They are using their own made software
which is used by Bank for online transactions.

 The most important benefit of this internship is that I got practical exposure of work place.

 I got practical experience of working practices related with my field.

 I learned that how to manage things and how to create balance among work life and
personal life.

 These learned management practices are going to be very helpful for me while on job.

 Management experience from every aspect was really very much friendly

 During internship I learned how to talk and behave with employees and senior management.

 During my internship I have seen that no extra burden given to any employee. But if there is
a need of extra work the manager always do himself (on importance basis) and went back to
home when not a single work remaining

 I learned that the behavioral issues are most important inside the organization. Customers
feel satisfied when they are behaved properly. The misbehavior and the delay in providing
service adversely affect the organizational image Intern learn that the important aspects for
effective customer service includes knowing customer’s need, identifying key services
activities and delivering superior service and follow up.

 Lastly, they I learn an idea and insight knowledge of work environment and organization
culture. I learn how theories and concepts are applied in practice in the day-to-day business
operation and tackle problems and handle objection in work place. The internship program
was very helpful to boost up the confidence level of the intern.

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 CHAPTER THREE

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

3.1 Summary

An internship is an educational plan that integrates classroom knowledge and practical work
experience in industry, business, or government work situations. It allows students to have
opportunity to imply academic theories and principles to action, to test out career interests and to
develop skills and abilities through carefully planned and supervised programs related to the
career of their choice

Within short span of time, the I got acquainted with the general knowledge of the banks
activities. I got opportunity to know about the banking environment as well as the functioning of
the bank. Customers are the key to success; thus, they should be properly treated and
entertained. Employees are directly connected to these customers so employees must behave in a
decent and peaceful way. Personal relation is must to retain the customers. Customer service is a
series of activities designed to enhance the level of customer satisfaction. Customer service
department provides valuable support and services to customers. Working on the customer
service department helped me to learn various operating activities. Almost all the minor
detail of the bank related issue can be handled through this section. The cooperation from the
staff members made the me easy to learn the different activities in very short duration of time.

3.2 Conclusion

Everyone are studying a lot of in the class room as well as lecture hall but that full fill
when those class room and lecture hall studies going to be implemented. That is different
experience and needed experience for everyone in the world. According to the curriculum I
had the great internship training in one of growing bank in CBE Bank. Actually
nowadays practical experience much needed than theoretical base studies. I spent around two
months at the company for my internship training the training gave to me such
opportunity to enhance my knowledge and skills with the practical business environment. This

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hind of training much needed for every student in their life. Especially now every company give
for their newly recruited people first six or three month as training period after that they gave the
appointment as permanent according to this practice we can evaluate the vital part of the
internship training. Especially the department and the faculty allowed the students to get
the internship training as their wishes but that should be met with their specialization and
discipline of the study. In the future the faculty and each department should consider
internship training with public quoted company as well as multinational company that will
help the students more to learn and enhance the skill and knowledge. Also the period of the
internship the faculty supervisor should be visited to the student’s internship training
organization that will encourage the students and monitor the students in a proper manner.

3.3 Recommendations

It was an interesting experience to do internship at Banks. Staffs are very cooperative and due to
their help intern was able to learn about modern banking. I suggest that such an internship
program highly integrative for the students of management education so that student should be
enquire with the knowledge of practical world. On the basis of the above observations, learning
and tasks performed, I would like to put some suggestions, which will enable the bank to
compete with other banks more effectively and efficiently.

 Nowadays many banks are establishing in Ethiopia. So bank should be competent enough to
compete with them.

 To make people aware of its services bank should use more effective promotional tools like
advertisement through Facebook, Telegram and other social media etc.

 Today is the age of modern technology. So it must be quick in adopting new technology in
comparison to its rivals.

 During the intern period, most of the customers of the bank did not seem to know about the
different products of the bank such as internet banking, SMS banking and other products that
could fulfill the diversified need of the customers.

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 During the peak hours the CSD gets overcrowded. There is always along queue of people for
account opening and closing. Since most of people have problem while filling the forms,
there should be a different section for filling the forms with assistance of staff members.

REFERENCES

Commercial Bank of Ethiopia. (2023). About CBE Page 2023, from

http://www.combanketh.et/en/about

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Commercial Bank of Ethiopia Annual report (2022-3). Retrieved from
http://www.combanketh.et/en/publications

Northouse, P. (2013). Leadership: Theory and practice (6th Ed.) Los Angeles, CA: Sage.

C Stangor. (2014). Research methods for the behavioral sciences.

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