COLLEGE OF BUSINESS AND ECONOMICS

DEPARTEMENT OF ACCOUNTING AND FINANCE

Internship Report on Customers Service Department at Tsedey Bank S.C

Internship Period: 20th June, 2022 to 25th August, 2022

Name of the organization: Tsedey Bank S.C

Report submission date: March 14, 2023

Prepared by Haileluel Wendmneh

ID UGR/9984/12

March 14, 2023

Addis Ababa, Ethiopia

Acknowledgement
I thank praise and honor to the almighty God, who above all bestowed upon me the tremendous
potential and ability to accomplish the task of the work and made every effort possible through
his kindness and providence of good health to me.

I am thankful to Addis Ababa University and College of Business and Economics for providing
me with the opportunity to allow us to perform a practical field work. The internship program
was made for two months, which included various tasks and learning that verged to be
meaningful towards my career in banking. I express my sincere gratitude to intern supervisor, Mr
Adisu Kasa , for supervising me throughout my internship period. I am very grateful to all the
staffs of Tsedey Bank S.C at Dimma Branch for their kind cooperation and help during
internship period. At the same time, I am also grateful to all those who guided me and helped me
in getting an insight into the functioning of different departments. All the employees of Tsedey
Bank were highly supportive and motivating which made it even easier to cope with the working
environment and to gain practical experience and learn lessons.

Finally, I would also like to thank all the concerned people, family members, and colleagues for
their precious time, valuable suggestion and their countless help during my internship period. I
perceive this opportunity as a big milestone in my career development. I will strive to use skills
and knowledge in the best possible ways which I gained by working as an intern in this bank.

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Table of Content page

Acknowledgment……………………………………………………..………………………….. I
Abstracts…………………………………………………………………….…………………… III
Chapter one……………………………………………………………………………………..…1
Introduction…………………………………………………………..…………………………....1
Background of organization……………………………………….…..…….…………………….1
1.1.1 organization mission and vision…………………………………………..............................2
1.2 The rationale, Objectives and Goal of internship………………..………….………………...3
1.3 Methodology……………………………………………………………..……………………5
1.4 Limitation of report………………………………………………..……….………………….5
Chapter two…………………………………………………………….……….…………………5
2 Data presentation, analysis and discussion…………………………...........................................5
2.1Customer service department of Tsedey Bank S.C…………………..……………………………………………….…5
2.2 Major responsibility and tasks……………………………………………………………………..……………………………………6
2.3 Observation gap…………………………………………………………………………………………..……………………………..….…8
2.4 Learning and experience………………………………………………….…………………...9
Chapter three……………………………………………………………….…..………………...10
Summary, conclusion and recommendation…………………………………………………......10
3.1 Summary……………………………………………………………………………………………………………………………………...…10
3.2 Conclusion………………………………………………………………………………………………………………………………….…..11
3.3 Recommendation……………………………………………………………………………………………………………………………12
Reference …………………………………………………………………………………….….13
Appendix…………………………………………………………………………………….…..13

II
Abstract
The objective of internship program under the Accounting and Finance is to have participation
in the real organizational setting outside the bookish knowledge and also to gain opportunities to
apply managerial skills, communication skills and interpersonal skills. Hence, the main focus of
the internship is to analyze the student’s capability to adopt into the actual working environment.

During the internship period at Tsedey Bank, the real life job experience was achieved. I spent
most of the time in customer service department. During the internship substantial work was
done which included preparing account opening, helping customer, filling up the form etc. This
is necessary for a student in order to learn the practical perspective of real job to compete in the
competitive market. Internship program is agate way for career development. During the
internship period theoretical knowledge which was learned in the college was implemented
practically.

The report also highlights the major lessons learnt by the trainee while on job, the experiences
obtained by the trainee by understanding specific tasks, and the skills gained in the due course of
performing his duties.

III
CHAPTER ONE: INTRODUCTION

1.1 Background of the organization

Tsedey Bank started credit service for rural communities, as a government body, to rural services
as early as 1996 – then with the capital of only 3 million Ethiopian birr. It became a
microfinance institution in the next year – 1997 – as Amhara Credit & Savings Institute (ACSI)
and was operating at zone level in the region.

It is established with over 7.5 billion birr working capital. It is what used to be Amhara Credit
and Savings Institute (ACSI) that transformed itself into Tsedey Bank. Tsedey Bank, previously
known as Amhara Credit and Savings Institution (ACSI), has officially begun operations 2022.
In doing so, the bank has upgraded its status from a microfinance institution (MFI) to being the
first newly launched Ethiopian bank in (2022-23 G.C fiscal year). A total of 148 branches were
simultaneously opened in Addis Ababa and the Amhara region during the day.

Two decades later, the firm grew large enough to transform into a fully operational bank under
the name Tsedey, a term referring to the spring season where Ethiopia transitions from a time of
rain and cold to a period of sunshine, warmth, and optimism. The name will perhaps be a symbol
of what this bank can do for Ethiopian citizens and businesses without adequate and appropriate
financial reach.

Tsedey Bank, upon its inauguration, registered one of the highest capitals recorded among new
banks, with net capital and signed up capital reaching ETB11.3 and ETB7.75 billion,
respectively. As per the article by Ethiopians Today, Tseday has a total asset of more than
ETB40 billion, ETB24billion of total savings, and has disbursed an aggregate of ETB28.8 billion
loans.

However, the establishment of Tsedey Bank comes at a time of vigorous competition. The
number of local banks increased from 18 to 30, just in the last year, adding one bank every
month, on average. These include Goh Betoch, Amhara, Ahadu, and Tsehay Banks, in that
particular order. As a matter of fact, the number is just so because an additional 13 banks in the

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pipeline failed, as they could not meet even the ETB500 million minimum paid-up capital, which
was raised to ETB5 billion a few months back.

The upsurge followed the NBE’s new banking proclamation, which permitted the establishment
of interest-free banks and the transformation of MFIs into banks. Furthermore, it is worth noting
that the Ethiopian government recently deregulated the banking sector, allowing foreign
investors to enter the market.

1.1.1 Organization’s missions, vision and objectives

Vision
 Become among the top 5 Ethiopia’s leading commercial banks by 2030 in key
banking industry performance indicators and in generating satisfaction to the
Bank’s stakeholders.
Mission
 Providing modern, inclusive banking services to all segments of the society
through its committed staff and efficient and enhanced delivery channels; thereby
greatly contributing to the society’s socio-economic transformation. .
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 the
microfinance sector.
 Provide various financial services provided by microfinance institutions and
banks to micro and small enterprises and small and medium enterprises
 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;
Seize, buy and sell business documents, financial securities that are payable
locally or abroad;

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  Providing financial services in digital ways;
 Providing Agent Banking Services
 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.
 Donate up to 10% (ten percent) of the Bank's annual net profit to community
1.2 The rationale, Objectives and goals of Internship

The internship program under the Accounting and Finance 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 responsibiliti
es 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.

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  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.

 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

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1.4 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 interpretation and 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 the time
constraint.

CHAPTER TWO

DATA PRESENTATION, ANALYSIS, DISCUSSION, AND REFLECTION

2.1 Customer service department of Tsedey Bank S.C

As an organization has several departments, Tsedey Bank has also got various departments
where activities are carried out according to their nature and function. All departments perform
their work independently and all the departments having the aim to achieve same organizational
goal. During the two months’ internship program I got an opportunity to work on Customer
Service Department of Tsedey Bank S.C, Dimma Branch to accumulate learning experience of
banking activities.

Customer service representatives who work for banks answer customer questions about basic
banking services, such as account balances and interest rates and fees. They also help
customers protect their accounts by reviewing suspicious activity, reversing transactions and
reissuing compromised debit and credit cards..

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The job duties of a bank customer service representative at Tsedey Bank S.C 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
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 intern 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 intern in CSD
department are as follows:

1) Account Opening

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 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:

a. The account opening from should contain account name, account holder number, nominee
name and signature.

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

c. 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.

d. The manager or Operation in-charge approve the document

e. Then the customer is requested to deposit the minimum re balance next day as prescribed
in the assigned account number.

f. 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.

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

h. The documents are returned to CSD after the authorization.

i. 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.

j. 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.

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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
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 a long research a theory is
developed and read by the knowledge seeking groups. After reading the theories, different
people understand the same thing in different ways due to their different perceptions, ability,

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intelligence and other psycho-socio factors. It is quite obvious that the facts are not understood in
the same way as they were learnt. The intern also faced this complexity while trying to
implement the theoretical knowledge into practice. Socio-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 etiquettes of corporate culture. The complex methodology of different
management formulae learnt 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
exposure is the must. Both cannot be considered as standalone requisites for skill development
and cannot be compared. They are complementary terms.

2.4 Learning and experience

I had worked as an Internee in Tsedey Bank for two months as per required by University.
During my Internship, there was a tremendous atmosphere in Tsedey 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

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  During my 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 learnt 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, the I learnt an idea and insight knowledge of work environment and
organization culture. I learnt 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.

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

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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 private company in Tsedey 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 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

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manner. The internship raining should be continued in the future for the students’ improvement
in the faculty

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
enquired 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 F.M, T.V, 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. So, it appears that the
bank needs to focus on promoting the products and only providing new products is not
enough.

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

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REFERENCES

ACSI, Institutional Profile, Current Status and Future Strategy,MAY 2004 Bahirdar
ACSI: Rating Report (unpublished); MicroRate Africa, July 2003.

Guideline for the course internship in Acounting and Finance , Addis Ababa University

GUIDE FOR THE PREPARATION OF THE INTERNSHIP REPORT ISAL | HIGHER INSTITUTE OF ADMINISTRATION AND
LANGUAGES FUNCHAL, JANUARY 28, 2021
https://www.academia.edu/587406/GUIDELINES_FOR_PREPARING_GRADUATE_THESES
https://newbusinessethiopia.com/finance/former-microfinance-becomes-largest-private-bank-in-
ethiopia/#:~:text=Speaking%20at%20the%20inauguration%20this,40%20billion%20Birr%20total%20asset.

C:\DOCUME~1\APARAJ~1\LOCALS~1\Temp\27175_file_RR_ACSI_Status_Repo rt_3.doc

APPENDIX
Tsedy Bank - Bank For All (tsedeybank.com.et)
https://www.bing.com/ck/a?!&&p=ebd584176d7e101bJmltdHM9MTY3ODE0NzIwMCZpZ3VpZD0wZmY3ZDExMC0
2ZGRjLTZmY2EtMTc2NS1jM2FlNmM2ODZlNTMmaW5zaWQ9NTQzNw&ptn=3&hsh=3&fclid=0ff7d110-6ddc-6fca-
1765-
c3ae6c686e53&u=a1L2ltYWdlcy9zZWFyY2g_cT1Uc2VkZXklMjBCYW5rJTIwTG9nbyZGT1JNPUlRRlJCQSZpZD1FNjQ5Q
jZCMjU3RTQ4RURFRkRBREQ4NDYyQ0MxQjU1REI3OEEwOUY1&ntb=1

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