SUBMITTED TO1

Accounting and finance department

SUBMITTED BY

1Eskindir teferi

ID-UGR/2140/13

DATE OF SUBMISSION1 OCTOBER , 2023

ABSTRACTS

The internship is conducted Enat bank at bole branch .The main purpose of this internship is for
student to make familiar with the real banking scenario. The internship program plays a vital
role for the student to implement their theoretical knowledge in practical world. This report
contains overall activists of Enat bank at bole branch .This report mainly focuses on the
customer service department of Enat bank. There are nearly 5 stuff members who are working
for Enat bank. the bank focuses on giving services to the customer promptly . Throughout my
internship tenure, I had worked under customer service department at bole branch. Internship at
Enat bank has been one of the most significant internship experience that i have ever has, as this
internship opportunity has helped me to analyze my internal strength and weakness and
developed me professionaly.This experience taught me importance of personal relationship and
consequently, helped to develop inter personal relationship skills.

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 Acknowledgement

I would like to thanks Mr. brhanu, Branch Manager who allows me to do an internship Enat
bank, Bole Branch, and in the same way I am equally thankful to Mr. Fekadu, Operation in
Charge for their valuable support, inspiration throughout the internship period, Also I would like
to thanks other staff of Enat bank, Bole Branch for their support and assistance. I am sincerely
grateful to The Faculty of Business and Economics , Oda bultum University OF Education for
providing me this opportunity to get involved in a real-life situation where I can learn practical
knowledge.r, I would like to pay heartwarming thanks to my family and friends who helped me
in completing this report work. Learning at Enat Bank has been a wonderful experience for me
and it has increased my interest to pursue my career in Banking Sector. The report and internship
were completed on time most efficiently. Without the help of everyone mentioned above, it
would have been difficult to achieve and write a report successfully and I am grateful to them
individually.

Executive summary2

Enat Bank was initiated by some of Ethiopia’s leading visionaries and businesswomen. Enat
Bank’s founders created a bank that empowers women, while providing all clients with
exemplary services. We are prepared to cater to the needs of large corporations, small
businesses and all individuals.

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Enat believes that supporting women to make deposits, access credit and trade services, and
better manage their finances is good business. Enat Bank will increase profits for
shareholders while also supporting social causes.

Our name of ‘mother’ signifies our attitude to all clients – we want to take care of you.
Enat’s 11-person board of directors (6 women and 5 men) boasts leaders from varied
economic, social banking and other business backgrounds. Above 17,000 shareholders – 64%
of whom are female – have already invested in Enat.
Enat bank provide unique service to the customer with friendly environment. Service
industry basic parameter is to provide service perform various functions like accepting
deposits, advancing loans, credit collection, clearance of cheque, sales/purchase of
shares/bonds, and transfer of money and so on.
Enat bank has products and services designed to address different sections of the society.
The structure of Enat bank may be very similar to a regular organization, depending on
the size of the bank. There are usually a CEO, executive directors, operations managers,
internal auditors, and standard bank. Organization should be innovative, flexible, and
caring to attain the organizational goal. The main motive of the organization is to achieve
the profit. During two month’s internship period I have learnt lots of things regarding
Customer service department like account opening, Issuing check book to account
holders, Requirements for loan, How to deposit money into the bank,How to close an
account , Issuance of credit card, and . there were problems encountered on job for
instance for the first a few days it is difficult to perform any activities because I was new
for the entire job in the bank. It is not easy to communicate with my advisor because of
his background, life style, age and behavior is different from me. but To perform my
activities perfectly I need to take instruction to familiarize myself with my advisor I ask
anything which is related to my study and also participating in active way.

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Contents
Introduction.............................................................................................................................................1

1.overview of Enat
bank------------------------------------------------------------------------------------------------------------1

1.1 Historical Background of Enat bank..................................................................................................1

1.2 corporate information

-------------------------------------------------------------------------------------------------------2

1.3 mission and vision of Enat

bank----------------------------------------------------------------------------------------2

2. Organizational Structure...................................................................................................................4

2.1 objective of Enat bank......................................................................................................................5

2.2 benefit gained from Internship.........................................................................................................5

3. Limitations of intership........................................................................................................................6

3.1 Major products and services..............................................................................................................6

3.2 credit product and service.................................................................................................................7

3.3 Electronic payment service..............................................................................................................8

4. Description of the strength and weakness of the assignment that you were handling.......................8

4.1 Strength.............................................................................................................................................9

4.2 Weakness ..........................................................................................................................................9

5.Description of the threat and opportunities of the organization .......................................................10

5.1 threat..............................................................................................................................................11

5.2 opportunity .....................................................................................................................................11

6. problem encountered on job.............................................................................................................11

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6.1. Suggested solution .........................................................................................................................13

7. problem of the department .............................................................................................................14

7.1 possible solution .............................................................................................................................14

8.conclusion
--------------------------------------------------------------------------------------------------------------------------15

9.Recommendation-------------------------------------------------------------------------------------------------------------
---15

10.Lesson learned from the intership program-----------------------------------------------------------------------15

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1
Introduction

OVERVIEW OF ENAT BANK S.C.

2.1. ENAT BANK S.C

.Enat is the first and only bank in Ethiopia initiated by women. It was founded
by 11 successful and visionary business women and professionals committed
to excellence in business and to empower women. Almost 65% of the
shareholders are women, and the majority of the Directors of the Board and
employees are women, which is the main reason why it’s different from other
banks in the country. The bank opened its door to public in early march 2013
with capital estimated 120 million Ethiopian Birr.

2.2. HISTORICAL BACKGROUND OF ENAT BANK S.C.

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After the change of Derg regime which took place in 1991 and the shift from a
socialist command economic system to a free market oriented one, the first
wave of financial sector reform opened up the sector for private participation
in 1994. The First Private Commercial Bankwas Awash International Bank
established during the same year. The following two decades saw the
establishment of 16 private Commercial Banks, 17 private Insurance
Companies and 32 Micro Finance Institutions. Currently, there are 18 public
and private banks in operation consisting of; Commercial Bank of Ethiopia,
Development Bank of Ethiopia, Awash Bank, Dashen Bank, Bank of Abyssinia,
Wogagen Bank, Nib International Bank, United Bank, Lion International Bank,
Zemen Bank, Oromia International Bank, Cooperative Bank of Oromia, Bunna
International Bank, Abay Bank,Birhan International Bank, Addis International
Bank, Debub Global Bank, and Enat Bank.Enat Bank was the last private
commercial Bank to enter the market as the entry barrier (requiredminimum
capital to establish a private Bank) was raised from Birr 75 million to Birr 500
million.Enat Bank joined the Ethiopia Banking industry by commencing
operation in March, 2013 as the latest entrant of the sixteen currently
operational private commercial banks. The establishment objectives of the
Bank revolve around the two pillars that are conventional commercial
banking services and leveraging women economic capabilities. Besides, the
bank holds branding as a strategic and unique innovative tool in the banking
sector.The story of Enat Bank is one of triumph over adversity. Enat Bank was
initiated by a diverse group of 11 powerful Ethiopian women, and this tight
team of founders has shepherded Enat from an idea to a reality. Enat is a
unique success story that should make all Ethiopians proud. The founders of
Enat had a vision to create a new bank that was open to everyone, with a
special focus on women. Such a focus was necessary to help women access
credit, among other products.Enat Bank registered impressive operational
results during its first fiscal year 2013/14 [EFY 2006]. Among these
remarkable achievements was that Enat Bank managed to reach and surpass
the Billion Birr mark in deposits mobilization and registered a gross profit of
Birr 38.9 million asat June 30, 2014. It looks other private banks three or
more years to reach that threshold. The bank has registered annual gross
profit 102 million at fiscal year 2015-16 (Annual Report, 2016).2.3latest
entrant of the sixteen currently operational private commercial banks. The
establishment objectives of the Bank revolve around the two pillars that are
conventional commercial banking services and leveraging women economic

3
capabilities. Besides, the bank holds branding as a strategic and unique
innovative tool in the banking sector.The story of Enat Bank is one of triumph
over adversity. Enat Bank was initiated by a diverse group of 11 powerful
Ethiopian women, and this tight team of founders has shepherded Enat from
an idea to a reality. Enat is a unique success story that should make all
Ethiopians proud. The founders of Enat had a vision to create a new bank that
was open to everyone, with a special focus on women. Such a focus was
necessary to help women access credit, among other products.Enat Bank
registered impressive operational results during its first fiscal year 2013/14
[EFY 2006]. Among these remarkable achievements was that Enat Bank
managed to reach and surpass the Billion Birr mark in deposits mobilization
and registered a gross profit of Birr 38.9 million asat June 30, 2014. It looks
other private banks three or more years to reach that threshold. The bank has
registered annual gross profit 102 million at fiscal year 2015-16 (Annual
Report, 2016).

2.3. CORPORATE INFORMATION

Name

Enat Bank Share CompanyNature of Business Banking service and profit

orientedDate of Incorporation 28/09/2008Chairman Frehiwot WorkuNumber
of branches 134Total Assets 1.42 billion BirrRevenue generated after tax
(2022) 1.65 billion BirrPaid-up capital 1.54 billion BirrE-mail
info@enatbanksc.comWebsite www.enatbanksc.com2.4

MISSION, VISION, CORE VALUES, AND GOALS OF ENAT BANK S.C.

The mission of Enat Bank S.C. is to remain true to our name and set a trend in the
provision of best quality banking services with a special focus on the needs of women and
play a catalytic role in stimulating social, economic developments and in creating
shareholders' value.The vision of Enat Bank S.C. is to become a bank of choice in Ethiopia
by 2030 mainly by maximizing women’s economic capabilities.

.The core values of Enat Bank S.C. are:

Dedication

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Approachable

Impartiality

Integrity

Teamwork

Professionalism

The goal of Enat Bank S.C. is to “help you create the life you want”. They do this through
customized deposit services, distinct loans and superior international banking.2.5

1.2 Organizational Structure5

Enat bank is a financial institution that offers banking services directly to consumers, such as
checking and deposit accounts. The structure of enat bank may be very similar to a regular
organization, depending on the size of the bank. There are usually a CEO, executive directors,
operations managers, internal auditors, and standard bank staff. Not all of these individuals or
positions will be at a single banking location. Most of enat banks are structured in such a way
that a corporate office oversees many different bank locations.

Organization should be innovative, flexible, and caring to attain the organizational goal.
The main motive of the organization is to achieve the profit. The head office of the bank
is located at Addis Ababa, The Board of Directors is responsible for policy making &
guidance to the management. The executive power is vested in the Chief Executive
Officer (CEO). The Branch Operations department is responsible for supervising.

Similarities and difference from the theoretical concepts

First of all Practical knowledge is knowledge that is acquired by day-to-day hands-on

experiences. In other words, practical knowledge is gained through doing things; it is very
much based on real-life endeavors and tasks. On the other hand, theoretical knowledge teaches

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the reasoning, techniques and theory of knowledge. While practical knowledge is gained by
doing things, theoretical knowledge is gained, for example, by reading a manual.

Practical knowledge guarantees that you are able to actually do something instead of
simply knowing how to do it.
so there is some difference and similarities with in theoretical and practical
I saw similarities that both teach about how can run the process in the organization and
the difference were the theory part is teach in the class are how the business organization
run their operation only in theory and the practical is to show how the business process
run in real world in practical one.

1.4 Objectives:

The main objectives of the study are:

 To study about the overall banking activities of enat bank

 To understand the practical implications of academic knowledge.
 To gain practical knowledge in real working conditions. 6
 To familiar with the working environment in bank.
 To observe and analyses the performance of the specific branch and the bank as the
whole.

2. Benefits gained from internship

This internship programs are important to expand the academic learning for intern banking areas
of study. Bank provides opportunity for intern to apply their classroom theoretical knowledge in
practical workplace or real working scenario. Internship is not only the opportunity to get
practical knowledge and skills but it helps to enhance some of the skills that can be transferable
to any professional workplace.

• To know how to apply theoretical knowledge in workplace by linking those classroom

knowledge.

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 • Applying skill and experience to get knowledge.
• I would acquire new knowledge by challenging work to achieve meaningful activities.
• I learned the process of work.
• I learned the professional skills with the help of employee.
• I would like to maintain and build the positive relationship with staff as well as
customer.

2.1 Limitation of the Internship

To prepare this report, I face certain limitation. They are:
 According to some policy of bank they are not able to disclose some data and
information.
 Because Limitation of information, some assumption were made. So there might be
some unintentional mistake in this report.
 Time period of 1(one) month was too limited to get practical knowledge.

3. Major Products and Services

3.1 Regular Saving
This standard savings account is interest bearing, and yields the minimum interest rate for
customers. It provides customers with a liquid savings account, enabling on-demand
deposit and withdrawal. The accounts are short-term flexible savings, when there is no
particular timeline for withdrawal bearing interest on the minimum balance
 Premium Saving
Premium Savings Account is a product that tracks the level of the deposit amount with
progressive saving interest incentives for potential depositors. We offer three levels of
premium accounts depending on a minimum deposit balance: Silver, Diamond, and
Platinum. Premium accounts bear higher interest than regular savings accounts. 7
 Children’s account Saving
Inculcating the culture of saving among the new generations! This savings product is
uniquely dedicated to children below the age of 18. We offer better interest to encourage
parents and guardians to save for their children’s future, and to inspire a savings culture
among children

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 Savings accounts for Golden Age
Golden Savings deposit accounts are longer-term commitment accounts, focused on
saving towards a more distant event (such as retirement) as desired by the customer.
Attached with the product is an attractive interest rate, and the account takes a unique
form designed to the specific individual customer.
 Non-interest bearing
This special account does not gain interest, and is opened upon customer request.

 Hybrid savings
This product is an ‘all in one.’ Hybrid Savings are designed to help customers save
their stable money and accrue interest benefits while, concurrently, serving frequent
transaction payments on demand through bank instrumentsi.
 Time Deposit
Fixed deposits are taken for a fixed period, at a specific agreed and fixed interest rate
with options of interest accrual on a monthly basis or capitalized monthly and payable on
maturity as per the agreement between the customer and the Bank.
.Current Account
A marginal interest rate may be considered for special current account holders on the
minimum balance over a certain period of time. This is an account characterized by fast
moving transactions, and pays nominal interest on an annual basis.
.Enat Bilhat
It is special type of saving that offers relatively attractive deposit interest rate for
depositors. This saving product requires depositing only some fixed amount of money for
a fixed time and after the end of the period the deposit interest rate increases
automatically.
.Checking accounts
Access your deposits quickly with our conventional checking accounts
.Plus Services
Safe Deposit Box
Fund Transfer/payment

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Electronic Payments and Services (coming soon!)
Payment Instruments
Gift Certificates
Gift Cards
Sweeping
Fund Management

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3.2 Credit Products and Services

.Business Loans

The Bank supports you in improving your immediate working capital

requirements with its Overdraft and Short term credit facilities. Whether you
engage in Domestic or International business; plan to launch new business or
expand existing one; need to purchase Vehicle or Machineries, approach Enat
Bank to get prompt response for the realization of your plan.

If you are an Exporter and face financial shortage in your pre-shipment

processes, visit Enat Bank, you will get a solution. We have pre-shipment
export credit facilities to assist you purchase raw materials, processing,
warehousing, packing & transporting the goods until the time of shipment

.Consumer Loans

Enat Bank provided additional credit facilities for individual borrowers.

These loans let you realize your dream to get your own House or Automobile,
furnish your home, pay educational fee, to cover personal expenses like your
travel, medical treatment expenses and to meet other obligations.

The Bank arranges a special credit facility, Enat’s Choice, aims to ease the
work load of women around house via letting them enjoy a credit to purchase
house hold equipments, furniture and kitchen appliances.

.Women Special Loan

Enat bank believes that the availability of bank loan without the constraint of
collaterals would be a key enabler for women in SMEs to realize their success.
With the generous contribution of third party guarantors, the Bank sets up
this special loan account for women in business whose lack of collateral is a
bottleneck to the growth of their business.

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Applicant must be a woman or business owned and managed by women only;
Ethiopian by Nationality; Able to produce a certificate showing that she/they
does/do not have any property registered in her/their name, or husband’s
name; And must meet other additional eligibility criteria set by the Bank.

3.6 Electronic Payment Services

Delivering banking services through high level of process automated machines and web-
based. It provides easy, convenient, flexible and secure banking services for enat bank
customers using their digital cards, mobile phone, or internet accesses.
Enat bank provides different banking services via electronic channels.
✓ Transfer Money
✓ Cash Out
✓ Buy Airtime
✓ Check Balance
✓ Others

• ATM

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4. Description of the strength and weakness of the assignment that you were
handling

Strengths

They are able to respond very quickly as they have no need for higher management approval
They are able to give really good customer care
Their lead consultant has strong reputation in the market
They can change direction quickly if they find that their market is not working well
They have low overheads, so they can offer good value to customers and also

 Quick Service
 Reliable Service
 Strong & dedicated officers
 Different types of services according to customer’s demand
 Strong Management
 Service Priority
 Strong IT Support
 Accountability
 Large ATM network

Weaknesses

:Their company has little market presence or reputation

They have small staff with the shallow skills base in many areas

They are vulnerable to vital staff being sick and leave

Their cash flow will be unreliable in the early stages in most case of town area in addition to

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 Lack of Product Knowledge
 Technological Difficulties
 Lack of commitment among the sales and service officers
 Time management
 High service charges
 Notification problems
 Lack of loyal customers
 No clear instruction for customer service providers
 Biasness during service providing
 Limited man power
 Lack of knowledge on software’s execution13

5.description of the threat and opportunities of the organization where you were doing
your professional practices.

Opportunities:
 Internet Based Banking Service
 Using large ATM network
 Use of advance technology for better service
 Can set new service quality for better service
 Can decentralize some of the services to branches
 Can deploy skilled service providers for every service points

Threats:
 No of competitors is very high
 Some other bank have better service packages
 Changing economical conditions
 Customers have so many choices in terms of investment
 Increasing no of banks and banking Service.

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Problems encountered on job
For the first a few days it is difficult to perform any activities because I was new for the entire
job in the bank.
It is not easy to communicate with my advisor because of his background, life style, age and
behavior is different from me.

7.5 Suggested solutions

To perform my activities perfectly I need to take instruction
To familiarize myself with my advisor I ask anything which is related to my study and also
participating in active way.

7.6 Problems of the department

Lack of information
Lack of real permanent electricity to perform the operation.
The organization is not ready when to buy the necessary material for the marketing department.

7.7.possible solution for aforementioned problems that would like to suggest

It must be hire additional IT expert It must be use generation to perform their daily
transaction/operations. The organization must support or fulfill the marketing department need
and wants any condition.
Some specific ideas to Management of CBE to face the Concurrent challenges

As a part of our preparing report we have to offer some ideas to the company to face the
challenge. After completion of report I found some ways which can be effective for the CBE to
manage the concerned employees as well as the customers. Those ideas are stated below:14
i. Managers can arrange frequent meetings to remove the confusions of executives14
An executive of the department holds the key to achieve superior customer service excellence.
They are the ultimate service provider. Thus, if they remain confused and have less idea or
information about this important conception the company then they may face severe problems.
ii. Management should work on reducing customer’s dissatisfaction
As consequences, customers are facing dispute transaction; log in problem which leads to
dissatisfaction. Also City touch service delivery process is very lengthy. Therefore, management
should work on to remove these malfunction to earn customer loyalty14.

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CONCLUSION
As an organization, the Commercial Bank of Ethiopia has earned the reputation of one of the top
banking institution in Ethiopia. The organization is much more structured compared to any other
bank in Ethiopia. It is relentless in pursuit of business innovation and improvement. It has a
reputation as a partner of consumer growth.
With a bulk of qualified and experienced human resource, Commercial Bank can exploit any
opportunity in the banking sector. It is pioneer in introducing many new products and services in
the banking sector of the country.
Accordingly Commercial Bank Understanding customers’ savings trend and market demand the
bank launched centralized banking. During my two month's internship I have attempted to enrich
my knowledge as much as possible that would be beneficial to develop my carrier positively.
Though all departments & sections are covered in the internship program, it’s not possible to go
into the depth or each activities of division because of fear of disclosure & time limitation. So,
objective of this internship program did not fulfill with complete satisfaction. However, highest
effort has been given to achieve the objectives the internship program.15

On the other hand existing credit control activity dimensions of the bank can be
confidently concluded as performing in an average level as confirmed by value of mean
average whereas no adequate follow up is done regularly and the existing credit control
practice is not to control risks raised from credit activities. This provides support to sum
up that credit control is not strongly exercised in full scale rather in a half way between
them.

RECOMMENDATIONS

After analysis of all gathered information and other relevant documents, I may recommend CBE
authority that:
1. At present CBE perform business activities through many branches but they should open more
branches in order to reach to more customers specifically in rural areas.
2. Account opening procedure is too much critical but it should be easier otherwise people will
be reluctant to open an account with CBE.

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3. CBE need to increase now of ATM booth and maintain ATM booths more efficiently.
4. ATM service of the bank is completely dissatisfactory that’s why they should improve ATM
service.
5. More marketing and promotional campaign should be conducted to popularize the retail
banking activities.
6. Branches should be more efficient in serving customers.
7. CBE interest rate and charges are not still satisfactory for both asset and liability products, it
should be adjusted to the market rate.
8. All the customer service point should be more smart and fast.
9. CBE should listen carefully to their customer’s problem and take immediate action. CBE has a
strong brand image so they should maintain this image.
10. Some advertisement and promotional activities can be accomplished on Retail banking
Customer Service Department.16

5. LESSONS LEARNED FROM THE INTERNSHIP PROGRAM

During one month internship period I have learned lots of things regarding Customer
service department. Few of them are listed below:
 Account opening
 Issuing check book to account holders
 Requirements to become an account holder
 Requirements for retail’s special deposit
 Requirements for loan
 How to deposit money into the bank
 Considerable factors to invest money in potential sector
 How to close an account
 Issuance of credit card,
 What are the basic reasons to dishonoring a Cheque. And other important retail
banking issues.

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There were some behavioral issue which I have leaned throughout my internship program
which may help in my further career growth.
 Team work: Team work is a very big issue. As a professional I need to be very
cordial to my teammates to be successful. I always should try to be within the group
and work within the group. At the end of the day, team success will be my success.
 Updating Myself: I always should look for updating myself to get efficiency in my
profession. Learning and gathering knowledge may post myself in better position.
 Showing Utmost Dedications: Whenever I didn’t understand of any work or I didn’t
understand what to do now, just sitting idle- I have to speak up and ask my supervisor
right away about my course of action for the time.
 Ownership of work: In office work, ownership is a vital fact. There will be a job
profile but if someone wants to get success s/he needs to take ownership of work. A
work should be accomplished and shouldn’t be left out for any reason.
 Motivation: Motivation is a must. Because without it synergy can’t be brought.
Motivation can leads to performing the job efficiently and effectively.
 Concentration, Efficiency and Effectiveness: These are mandatory as without this
someone will take more and more time to finish a task.
 Hard working: Hard working is an obvious thing to get success in life17.
 Learning from co-workers: Quick learning is a must in any sort of thing; otherwise
it will just annoy the other person. I have to act and response quickly but smoothly in
my internship period too. How to act, response, talk, following corporate culture,
values, timeliness, meeting deadline etc. are some essential qualities one need to have
or have to quickly adapt with.
Knowing company history is also important and knowing as details as possible about the
company is an advantage.
 Exchanging Greetings: To exchange greetings always adds an extra value and
positive thoughts to others. It helps to get cooperation from others easily17.

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