ADMAS UNIVERSITY

COLLEGE OF BUSINESS AND

ECONOMICS DEPARTMENT OF
MANAGEMENT

HOSTING COMPANY: OROMIA BANK

Internship Duration: March 14, 2023 - April 13, 2023

Final Internship Report

Name of Intern:
Temkin mohammed
ID No:
BA=BMGT 12/07 KO-310

Submitted to:
Submission Date: sep30 2023

dessie , Ethiopia
 Declaration

I, Faisal Hassen, a 4th-year business Management Student, have undertaken my internship

experience in Oromia Bank from March 14, 2023, to Apr 13, 2023, under the guidance of Mr.
Moges Garedew (the Bank manager). I clarify that my work is original and compiled
according to the internship report writing guideline given by the University. As a student, I
clarify that the internship prepared by me is original work and compiled according to the
guideline provided by the Institute office as far as my knowledge is concerned.

Name of intern Signature Date

Temkin mohammed ………………. …………..

Name of the Bank manager Signature Date

Nuru seid ………… …………..

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 Acknowledgments

I would like to sincerely thank Oromia Bank which voluntarily accepted my requisition
letter(module) from Admas University. My internship period would have been nothing
without the support and encouragement that I have received from so many people working
for the Bank.
I would especially like to thank the Oromia Bank where I had the chance to work and the
Oromia Bank staff for, they were so amazing in guiding and giving me insight into every
encounter. My special words of thanks go to Mr. Moges Garedew who was a supportive
mentor during my tenure period with the bank and he always looked after my progress to
make sure that I would not face any trouble.
Finally, I want to express my gratitude to all my family who assisted me when I wrote my
report.

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 Executive Summary

In partial fulfillment of my Degree’s Program, students at Admas University are required to

spend some months interning at different working environments or companies so that they
may get some working skills in the area of their study. According to this necessity, I have
completed four internship weeks at Oromia Bank located in Sebeta, Oromia region.
This report details the work performed during the four weeks Internship period between
March 14, 2023, and April 13, 2023. During this internship, my role, responsibilities and
obligations were to support staff with the tasks done in the Bank.
I acquired and developed many new skills that include managerial, leadership, presentation
and communication skills. I have found that my ability to absorb and learn as well as my time
management ability has drastically improved.

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 Table of Contents

Declaration.................................................................................................................................i
Acknowledgments....................................................................................................................ii
Executive Summary................................................................................................................iii
List of Figures..........................................................................................................................vi
Acronyms................................................................................................................................vii
1 CHAPTER ONE..................................................................................................................1
1.1 Company Background...................................................................................................1
1.2 Vision...............................................................................................................................1
1.3 Mission.............................................................................................................................1
1.4 Values and Principles.....................................................................................................1
1.5 Visual System..................................................................................................................2
1.6. Services and Products of Oromia Bank.......................................................................3
1.6.1 Conventional Banking.............................................................................................3
1.6.2. Special Savings Accounts.......................................................................................4
1.6.3 Oromia Bank Credit Products................................................................................7
1.6.4 Interest-Free Banking............................................................................................10
1.6.5 Financing Services.................................................................................................12
1.6.7 Employees Service..................................................................................................14
1.7 Main Customer of Oromia Bank..............................................................................14
1.8 Overall Organization..................................................................................................14
1.9 Workflow in the Oromia Bank....................................................................................16
2 CHAPTER TWO...............................................................................................................18
2.1 Overall Internship Experience....................................................................................18
2.2. How did I get into Oromia Bank?..............................................................................20
2.3. The section of the company I have been working.....................................................21
2.4. The workflow of the section I have been working....................................................21
2.5 Work Task I have been Executing in Section............................................................21
2.6. Procedures I have been using.....................................................................................21
2.7. How good I have been performing my task..............................................................22
2.8 Challenges.....................................................................................................................22
2.9. Countermeasures to the Challenges...........................................................................22
3 CHAPTER THREE...........................................................................................................24

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 3.1 Overall benefits of the internship................................................................................24
3.2 Improving practical skills............................................................................................24
3.3 Upgrading theoretical knowledge...............................................................................24
3.4 Improving interpersonal communication skills.........................................................25
3.5 Improving my team playing skill................................................................................26
3.6 Improving leadership skill...........................................................................................26
3.7 Understanding work ethics and related issues...........................................................27
3.8 Entrepreneurship skill.................................................................................................28
4 CHAPTER FOUR...............................................................................................................30
4.1 Conclusion.....................................................................................................................30
4.2. Recommendation.........................................................................................................30
References...............................................................................................................................32
Appendices..............................................................................................................................33

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 List of Figures

Figure 1 Oromia Bank Logo....................................................................................................................2

Figure 2 Overall organizational structure and workflow of the Oromia Bank......................................17
Figure 3 Money counter machine..........................................................................................................19
Figure 4 Types of stamp........................................................................................................................19
Figure 5 Copy machine..........................................................................................................................20
Figure 6 Scanner machine (a), Cashbox used in the bank (b)...............................................................20
Figure 7 Printer Machine they used (a), and ATM gives service around the bank (b)..........................20

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 Acronyms

OB Oromia Bank
AU Admas University
TCG Trade Credit Guarantee
ATM Automated Teller Machine
KYC
Know Your Customer
CC
Cash Credit
SC
Share Company
NBE National Bank of Ethiopia
SMS Short Message Service
USD United States Dollar

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1 CHAPTER ONE

1.1 Company Background

Oromia Bank S.C. (OB) was established following the pertinent laws, regulations and the 1960
Commercial Code of Ethiopia, by the Monetary and Banking Proclamation No. 83/1994 and by
the Licensing and Supervision of Banking Proclamation No. 592/2008.
At the time of its establishment, OB’s authorized capital was Birr 1.5 billion, whereas its
subscribed.
The capital was Birr 279.2 million, and its paid-up capital was Birr 91.2 million. OB began
operation on October 25, 2008, by opening its first branch at the Dembel City Center.
Established with commercial banking business objectives, Oromia Bank is undertaking a
universal commercial banking service such as deposit mobilization, lending of money,
remittance service, and banking services and interest-free banking. Preparations are already
underway to start Internet and mobile banking services. The bank has 118 branches and
purchased a 13-story building in Addis Ababa in the Bole area near the Getu Commercial Center.
It has also exceeded the new directive passed by NBE requiring a minimum capital of 500
million birr. Before rebranded, the previous Oromia Bank name was called Oromia International
Bank. The bank currently has more than 350 branches.

1.2 Vision

“To be the bank of your first choice”

1.3 Mission

The OB is committed to providing full-fledged and best-quality commercial banking services

within the pertinent regulatory requirement with due diligence to sustainable business while
empowering the missing middle and discharging social responsibility by engaging highly
qualified, skilled, motivated and disciplined employees and state-of-the-art information
technology, adding real value to the shareholders’ interest and win the public trust.

1.4 Values and Principles

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  Persistence, endurance and tenacity
 Customer satisfaction
 Total respect
 Transparency, Integrity and confidentiality;
 Perpetually learning and innovative organization
 Sense of Belongingness
 Corporate citizenship
 Competent and Motivated human resource

1.5 Visual System.

The OB visual system is dynamic, futuristic and forward-thinking; creating a brand that feels like
part of your life. The OB visual identity is not just a logo; it encompasses all aspects of the visual
elements it uses to express the personality and positioning of the OB brand.

Figure 1 Oromia Bank Logo

The OB logo celebrates the pride tradition of its society in both contemporary and optimistic
ways. The reaching or leaping horse in a globe mark represents the clarity and strength of its
clear path forward, with confidence and optimism, always looking to the future.

The OB reaching and leaping horse in a globe is looking ahead, leading forward and upward. It’s
a sign of wisdom, progress, devotion, power, victory, glory, freedom, nobleness, endurance,
trust, confidence, heroism, competition, courage, wealth, a new beginning and growth. The “8”
stripes on the horse also represent the Geda System which core values of the OB are guided by.

The OB seeks to establish itself as a

 Bank of First Choice

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The OB seeks to establish itself as a “Bank of Your First Choice” To realize this vision, the OB
must shift its mindset from “what we sell” to “why it matters.” This demands that the OB focus
its brand on credibility, and most importantly, relevance. At the OB bank they strive to:

 SERVE the experience of its customers through the best quality commercial banking
services coupled with convenience, simplicity and transparency.
 EMPOWER the missing middle to maximize their benefits and it’s vital for the
betterment of society. The OB upholds corporate citizenship by engaging highly
qualified, skilled, motivated and disciplined employees.
 INSPIRE people to grow with greater confidence, persistence, endurance and tenacity.
 Building the brand
 Keeping, the Promise

The OB brand promise is not only a tagline, but rather its inspiration and communicates the value
that the OB offers in the market it operates. The OB promises, values and voice support its
strategy to deliver a superior customer experience. These elements work in sync and define the
OB as a leader in the banking sector.

The OB new logo and refreshed look indicate a new beginning with customer centricity
approach. Once again evolving its 13-year-old brand, to better meet and serve its existing and
potential customers. The OB brand is crafted to reflect and reinforce that it is all about serving
you to take control of your business by empowering you for your future better life. This
reaffirms that the OB a people’s Bank!

1.6. Services and Products of Oromia Bank

1.6.1 Conventional Banking

a. Savings Accounts

This is an interest-bearing account, which can be opened with a minimum deposit of 50 Birr but
can be opened with zero balance for one month; otherwise, the account will be closed. A legal
agent can operate the account on behalf of the customer. Additionally, savings accounts at
Oromia

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Bank can be operated jointly if requested, as it is targeting Individuals, organizations, financial
institutions, associations, clubs, etc. Savings accounts have no maximum balance limits.

b. Current Accounts

Literate customers/legal agents can have a current/demand/checking account opened with an

initial deposit of 500 Birr for individuals and 1000 Birr for organizations. The account can be
operated jointly, which makes it easier for multiple authorized users to access the account and do
payments & deposits. However, withdrawals from the current account are often made by a
cheque, which the account holder holds of.

c. Fixed-Time Account

This account comes with a pre-determined maturity date, which is agreed upon between the
customer and Oromia Bank and is expected to stay within the remaining of the Bank until the
agreed-upon passes. The longer the deposit remains at Oromia Bank, the higher the interest rate
is, as the minimum period for fixed-time deposits is 3 months with an initial deposit of 5,000
Birr.

1.6.2. Special Savings Accounts

 Handhura Children’s Savings Account

Guardians and/or parents are encouraged to have a Handhura Children’s savings account, as it
can be opened with zero balance if a deposit is to be made within a month. There’s no debit card
issued for this account, as it is administered by the parent/guardian, and is operated jointly. Once
the minor reaches 18 years old, he/she will have the account under his/her name.

 Sinqe Women’s Savings Account

This account is targeting only women, as it doesn’t have any kind of age limit. It can be operated
either individually or jointly and has a zero-balance initial deposit as the depositor is to put in
money within a month. Services within Sinqe Women savings account:

 Can be used for internet and mobile banking services

 A bank statement is once monthly
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  No limits for the withdrawal of cash at all times
 Hayu Education Solution Account

College, university, and post-graduate students are encouraged to have a Hayu account, as it
motivates students to pursue their higher education in form of loans. The interest rate, though,
remains the same percent by Oromia Bank, and it can be operated via passbook/ATM. Once
acceptable collateral documents are presented, customers can get flexible loans as per-set by the
credit policy. The customer is allowed to borrow for financing his/her higher education pursuit.
To be qualified, the account must be withheld for at least a year.

 Salary Solution Account

This account is designed for salaried individuals and their companies/organizations that run their
payroll payment roll through Oromia Bank. Aside from that, the Bank requires the deposited
amount, and/or other fixed assets as collateral based on the credit policy. The customer may ask
for loans that don’t exceed %200 of the total amount saved if he/she saved for at least a year and
if the amount saved is at least 20,000 Birr, as the maximum loan period is 10 years. The loan
amount to be granted by Oromia Bank is to be based on one-third of the employee’s basic salary
but not passing %200 of the total amount saved.

 Current Account Protection Scheme

This account is linked with another savings account so that the customer can issue cheques if
his/her other account is of insufficient balance. However, Oromia Bank requires the
authorization of the customer to link both current and savings accounts. As long as the minimum
balances maintained, withdrawals can be made at any time of any amount. Whenever there is a
shortage of balance in the current account, the savings account is accessed automatically, in
which the customer is notified via SMS. To be eligible, saving account holders must have
5,000,000 Million Birr or above, which may vary for several, justified reasons.

 Lock Box

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The staffs of Oromia Bank only have access to the key to the slotted locked box. The services
can be offered weekly, bi-weekly, or daily when depositors want to. The box, which provides
around- the-clock deposit service, can have withdrawals whenever the account holder wants to

 Saving Account Operated through Cheque

This account is an interest-bearing account that is operated via cheque leaves. As it is targeting
highly valued customers, there is a minimum balance to start opening the account, since it also
gives the flexibility needed for the customer to operate through cheque while also earning
attractive interest rates. However, if the account’s balance is below the minimum, a penalty is to
be charged and deducted. Also, if the quarter’s deposit balance reduces to below the required
amount set by OB, automatically it is considered a normal demand deposit and the customer is
fined the interest until the balance is rebuilt again above the minimum requirement, as the
interest is calculated on the least balance of the quarter. There is no passbook issued for the
customer for such accounts.

 Investment Solution Account

The investment Solutions account is to help savers to achieve their goals and deposit regularly,
either daily, weekly, or every month. To open and operate such an account, a customer must
have an initial deposit set by Oromia Bank, as this account can be operated either individually or
jointly. If the customer withdraws money before the maturity date, a penalized fine is to be
charged, since the service has different interest rates, which requires the customer to withdraw on
a specific date.

 Provident Fund Solution Account

This is a type of saving account that several private organizations can use for themselves and
their employees. The account can be maintained, opened, and operated with zero balance initially
in the name of an individual employee, with the sense that account holders receive higher interest
rates than the normal savings rates. OB may grant a term loan facility equaling the amount
originally deposited, which customers can use to purchase houses, cars, durable goods, fixed
assets, etc. Monthly, the Bank may provide an account statement free of charge.

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  Retirement Saving Account

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Known as Golden Age Saving Deposit Account, this is an account of long-term value that is
concentrated on saving for a far-distant timeframe, such as retirement. To open and operate the
account, Oromia Bank is to set the initial deposit amount. Apart from that, the account attracts a
higher interest rate than the normal savings account, which allows the customer to save for their
retirement.

 Saving plus Account

After completing their deposit term specified in the contractual agreement, even before, the
depositors will receive the principal plus interest income and marginal loan with modest
collateral or at a lower lending rate;

Upon reaching the period end and fulfilling the terms of the program, the client may withdraw
his or her savings, including the interest received, renew it, or roll it over into a fixed-time
deposit;

The account shall be transacted using a passbook.

This is a saving account where customers save some portion of their money to get loans for
purchases like vehicles and houses. Once the deposited amount has been maintained for a certain
period with no withdrawals, a loan privilege facility is given to the customer. Based on many
factors, such as the business nature, Oromia Bank may provide the credit facility at a lower
lending rate with fair collateral requirements. Whenever the minimum savings reaches the
minimum requirement set by OB, the loan is granted to the customer. Afterward completing the
deposit term required, the depositors will get a principal with additional interest income and a
marginal loan with fair collateral and at the lower lending rate possible.

 Interest Plus Account

This account has a higher interest rate, as only selected and eligible customers are allowed to
have such an account, as the annually minimum deposit balance required is 1,000,000 Million
Birr and above.

1.6.3 Oromia Bank Credit Products

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a. Loans and Advances

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The OB offers various financing options to its esteemed customers ranging from short to long-
term loans designed to meet the particular features of the project/business activity to be financed.
List of the major credit products:

Oromia Bank provides several financing options for its customers, which vary from short to
long- term loans that are targeted to fulfill certain features of the project/business activities. The
Bank offers:

 Term loans

 Short
 Medium
 Long-term
 Letter of credit facility

 Overdraft facility
 Partial Financing of Foreclosed Properties.
 The pre-shipment export credit facility
 Merchandise Loan
 Syndicate Financing

Upon the customer’s request, all requirements are to be provided. Once both the regulatory and
legal documents are satisfied, Oromia Bank will start the process. Such credits are to raise one’s
working capital and finance small to large-scale projects. In the case of Emergency working
capital needs, Oromia Bank is to arrange and prepares temporary credit facilities to address their
customers’ urgent needs and demands.

b. Bank Guarantee

Oromia Bank offers various bank guarantees suitable to its customers, which are:

 Retention Guarantee
 Performance Guarantee
 Customs Bond Guarantee

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  Advance Payment Guarantee
 Bid Bond guarantee

Only at Oromia Bank do you find Trade Credit Guarantee, TCG. A purchaser can get whatever
amount of stock from a seller on a credit basis whenever there are working capital shortages to
trade on a cash basis. Additionally, OB offers several custom-made bank products depending on
their customers’ needs. Beneficiaries of TCG must confirm the originality of bank guarantees
from Oromia Bank’s Credit Management Department at the Head Office before actually using
them.

c. Diaspora-Focused Financing Schema

Oromia Bank offers various types of financing schema for Diaspora, such as:

 Auto
 Personal loans, and
 Mortgage
 Business & investment loans

When there are working capital and/or project financing needs that can be done with minimal
equity to debt ratio of 20:80 schemes. The loan is to be paid either in foreign currency USD |
Euro
| GBP or as contribution equity.

A minimum of %20 of the equity contribution from the diaspora is required, while the rest of
%80 is covered by OB as a loan, which is to be repaid over a maximum period that is 25 years.

Diaspora is prompted to submit documents that back up there: Source of Income, Martial
Papers, TIN (Tax Identification Number) of spouses for married couples, Yellow Card, etc.

Additionally, such loans can be given to the families of the Diaspora if he/she can confirm, in
writing, that he/she is capable to contribute to the minimum equity contribution set by Oromia
Bank and/or loan repayment in foreign currency on behalf of his/her family and/or relatives, and
also if the Diaspora can submit the prompted documents.

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Low-interest rates are reserved for such loans, as there is no commitment fee applicable in case
of early payment or settlement of the loan.

d. Overseas Employment Services

Oromia Bank offers banking services for foreign employment agencies and individual employees
who are to be hired abroad. It includes:

e. Bank Guarantee Service

Free of any commission charge and mini-collateral requirement, customers who are engaged in
foreign employment services can raise their financial shortage of 100,000 thousand USD cash to
be blocked from their source.

f. Advisory Service

Oromia Bank has a free advisory and orientation service the employees on how to: Save their
salary and gain benefits with Oromia Bank, transfer their monthly salary efficiently from abroad
on a very low-cost basis, how to optimally invest the accumulated money in saving deposits or
how to start a new business, and more.

g. Saving Deposit Service

Alternative deposit accounts are opened for the employees, depending on their and family’s needs.

 Interest-Free banking
 Wadiah Saving Account

Oromia Bank makes sure to save and refund if something went wrong with the entire deposited
amount. It is operated by a passbook, and customers get a free account statement once a month.
A minimum of 50 Birr is required to open a Wadiah Saving account, and account holders can
have access to all online services that are provided.

1.6.4 Interest-Free Banking

 Amanah (Demand) Account

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This is a current account where Oromia Bank makes sure to save and refund if something went
wrong with the entire deposited amount. It is to be operated by a checkbook with unlimited
depositing and withdrawing at any time. To open the account, an initial deposit of 500 Birr is
needed. Customers get a free account statement once a month available upon request.

 Labbaik-Wadiah Saving Account

Oromia Bank offers a special saving plan to customers who want to perform Hajj or Umrah
easily. Oromia Bank is to accept deposits in Ethiopian Birr and provide corresponding foreign
currency. There are unlimited times of withdrawals and no charge when opening the account, as
the minimum deposit is 50 Birr. Under aged children are allowed to have their accounts opened
by their parents/guardians.

 Mudarabah

Customers, who would like to take an investment from Oromia Bank, can apply for that, and
afterward, profit is calculated as per agreed, upon and loss is per capital contribution. The Sharia
Audit Certificate is issued when the investment is officially taken. There are two types of
Mudarabah with Oromia Bank:

 Restricted Investment Account

Account holders get to choose which project they would be engaged in and that the deposited
money is to be drawn. There is a minimum amount required to operate the account, which is
1,000,000 Million Birr. Profit is calculated as per agreed, upon and loss is per capital
contribution. There is a flexible tenure of 3, 6, 9, 12 months, and more.

 Unrestricted Investment Account

Unlike the restricted Mudarabah investment account, the deposited money is to be put in the
OB’s general pool of investment. It is to be used for viable shariah investment activities. A
minimum deposit needed is 50 Birr. There is a flexible tenure of 3, 6, 9, 12 months, and more.
Profit is calculated as per agreed, upon and loss is per capital contribution.

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1.6.5 Financing Services
 Murabaha Financing

The seller, here Oromia Bank, sells a commodity for the price it has purchased, with extra stated
profit, which is known to everybody. Customers can get the following services:

 Raw materials/inputs for industrial production.

 Transportation services and who buy vehicles for themselves/buy vehicles for rent.
 Tangible commodities.
 Import & export business activities.

Murabaha Financing has many features, to name but a few:

The sale of the commodity is of a deferred price that has a pre-agreed-upon profit. The
commodity has to come into the possession of OB, either physically or constructively, before
selling it to the customer or third-party agents. Affordable installments to do repayments are to
be set by Oromia Bank and ask for collateral for such a service.

 Interest-Free Exporting Financing

Exporters can get free loan interest provided by Oromia Bank that runs up to 60 days, while the
repayment is of equivalence to the foreign exchange buying rate. The documentation is simple
and easy but experts have to verify that. OB might ask for collaterals to give this service out. It
has many types:

Advance against Sales Contract from 70 – 90% financing service

available Advance against Export L/C – 90% financing service available

Advance against Export Bills – 100% financing service available

 Ijarah Financing

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This is a pure rental service or lease contract that the customer, the lessee has the opportunity to
own assets, machinery, trucks, etc. the customer gets the ownership at the end of the lease
period. Ijarah Financing is categorized into two types: Diminishing Ijarah& Operating Ijarah.

Some of the features of Ijarah Financing by Oromia Bank:

 It follows the Sharia law of financing service.

 What is mentioned in the contract?
 How to use the leased assets.
 There is a monthly rental fee payment.
 Use of the property.

OB can’t charge compound interest if the customer, the lessee, goes defaults on payments and/or
delays payments, but OB can enforce high punishment

The lessee, the customer, has the rights to use the assets and is responsible for normal
maintenance, as OB might ask for collateral

 Salam Financing

This is a forward sale contract, in which the seller takes the obligation to supply some pre-agreed
upon goods to the buyer in the future, with the return of an advanced price fully paid on the spot.
Oromia Bank has a pre-agreed contract between itself and the customer, which deals with the
future delivery of agricultural products & crafts at the place, quality, and amount. Insurance is a
must to ensure risk mitigations, and OB may get into parallel Salam for the same commodity
with a third party or may sell the commodity in the market at the prevailing price, which means
the commodity is in a competitive market. OB might ask for collateral.

 Istisna (Manufacture-Sale) Financing

Here, a customer requires a commodity to be manufactured, produced, and developed with

certain measurements and specifications. Afterward, Oromia Bank is to have the say in the
commodity manufactured or developed, for the customer and then, after adding its profit margin,
sell it to /her. There is nothing exchanged on spot/at the time of contracting, as this is a pure

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forward contract

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where the duties of both parties relate to the future. OB might ask for collateral and offers a fast
and easy approval process as well as document verification.
1.6.6 Digital Banking service

a. Internet Banking oro click-Explore the power of simpler and smarter banking. OB online
banking provides people with multiple services.

b. Card Banking service

Oro card –Enjoy fast and convenient card Banking service with Oromia Bank

c. Agent Banking service

Oro agent- banking service which provides limited banking services.

1.6.7 Employees Service

Oromia Bank gives many services to their employees such as buying a house and, a car. the other
service gives to the employees lending money depending on their salary.

1.7 Main Customer of Oromia Bank

The individual consumers and small businesses, Investment banking clients include
governments, hedge funds, other financial institutions, pension funds, and large companies.

1.8 Overall Organization

a. Sales and customer service officer

Sales and customer service officers are the interface between a company and its customers, so
their most important role is to establish and maintain strong relationships with customers. They
are the key asset for any business and a source of competitive advantage for companies that can
attract them to purchase their goods and services and retain their loyalty. The objective of the
sales and customer service officer is to meet the needs of customers and ensure that they feel
valued and appreciated.

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Role of sales and customer service officer

 Recording business transactions

 Collect new customer
 Conducting customer education

b. Branch Manager

Direct all operational aspects including distribution operations customer service, human
resources administration and sales.

 Assess local market conditions and identify current prospective sales opportunities.
 Develop forecasts, financial objectives and business plans.
 Manage budget and allocate funds appropriately.
 Share knowledge with other branches and headquarters on effective practices,
competitive intelligence, business opportunities and needs.
 Network to improve the presence and reputation of the branch and company.
 Address customer and employee satisfaction issues, promptly.
 Locate the area of improvement and propose corrective action that meets challenges and
leverages growth opportunities.

c. Control and compliance officer

Provide monitoring and measuring of an organization`s resources, policies and procedures.

Responsible for increasing the operational efficiency of organizations, detecting and eliminating
fraud and ensuring compliance with relevant regulations. Compliance officers with an innate and
intuitive knowledge of the company`s goals and culture as well as of the greater bank and
standard of business law.

d. Loan Officer

 Administer all mortgage loans and various specialized loan products.

 Maintain and update knowledge on all products and programs and provide efficiency.
 Propose appropriate solutions and documents all processes for underwriting trans credit
history.

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  Assist to answer all loan services and customer phone calls.
 Resolve all issues and maintain knowledge of all loan servicing procedures.
 Manage all loan payment methods and prepare all loan submission documents.
 Conduct interviews for all applications and recommend modifications to paperwork.

e. Branch accountant

 Preparation of Daily trial balance.

 The petty cash fund custodian.
 Maintain and monitor the general subsidiary ledger.
 Monthly preparation of board report.

f. Clerical officer

 Handle customers and their financial transactions through bank clerical functions.
 Serve as the primary point of contact for bank customers.
 Educate customers on bank products and services.
 Process and accept deposits and loan payments from bank customers.
g. Office Messenger
 Ensure packaging is adequate for courier service.
 Perform courier service of documents to addressees.
 Perform deposit of physical money in authorized banks.
 Deliver corporate gifts to clients and business partners during specific holiday.

1.9 Workflow in the Oromia Bank

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 Figure 2 Overall organizational structure and workflow of the Oromia Bank

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2 CHAPTER TWO

2.1 Overall Internship Experience

This internship program allowed me for sharing ideas with the senior professional workers to
develop knowledge through observation, asking question, reading the manual and also from the
problems faced during my intern time. To be observed in practice, and to produce
knowledgeable, competent, problem-solving, responsible, highly skilled, risk-taking, capable and
practical- orientated professionals in my respective fields of specialization. It helped me to be in
a position that would allow me to use my business management background and experience in
what I theoretically learned for three years at my university. It provides me an opportunity to link
the theory I learn with practice, to see my capacity for how I can make a solution for real-world
problems, and to develop both my practical and theoretical knowledge. And also allow me to
understand the unique environmental conditions which provide me with demonstrated academic
competence, and a hands-on experience in the public sector. In general, an internship gives me a
taste of what a profession is like, helps me to build my resume and lets me meet people who can
help me in my career.
The overall internship experience is I improve my practical skill and upgraded my theoretical
knowledge to practicality and adapt to the environment.
The overall internship experiences were:
 I get more detailed theoretical knowledge.

 I improved my communication skill with workers.

 I improved my teamwork skills.

 I Understand work ethics and related issue

Internships provide me an opportunity to link theory with practice and further serve as a
temporary labor pool for Oromia Bank which has hosted me in the internship program. The
internship was a big opportunity for me to improve my practical skills. OB has a lot of products
and gives different services to customers.
The staffs were much invested in me and wanted me to get the best experience possible and not
too much busy work.

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Although this internship is unpaid the experience was unbelievable and eye-opening. It is a very
unique experience to see how the real world runs.
I saw the following equipment in the Bank

Figure 3 Money counter machine

Figure 4 Types of stamp

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 Figure 5 Copy machine

(a) (b)

Figure 6 Scanner machine (a), Cashbox used in the bank (b)

(a) (b)
Figure 7 Printer Machine they used (a), and ATM gives service around the bank (b)

2.2. How did I get into Oromia Bank?

First Admas University gives me the internship application requisition paper. Then I tried to
gather some information about how to identify my future internship hosting company, which
company is more interesting, related to my field to improve my theoretical knowledge and which
can support me to upgrade my theoretical knowledge practically. And I selected Oromia Bank.
After that, since I have an internship letter of application from AU, I gave the letter for
acceptance to the hosting company. After reading my letter of application, they accepted me.
Then, I joined the Bank. Finally, the Bank’s manager gave me a lot of rules and regulations and
introduced me to the Bank’s employees and the section that I was assigned for the whole
internship period.

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2.3. The section of the company I have been working

The hosting company divides the tasks into different departments to make the working
environment easy and flexible. Some of the departments include Branch Manager, Sales and
Customer Service Officer, Brach Accountant officer, Senior Sales and Customer Service Officer,
Control and Compliance Officer, Loan Officer, Messenger and Clerical Officer. Among these
departments, I have been working in the Sales and Customer service officer section. In this
team, the manager has the highest level of decision-making.

2.4. The workflow of the section I have been working

The Branch Manager has the highest level of authorization around the team. The Sales and
Customer Service perform a task such as recording transactions, which involves logging checks
and preparing transaction reports; Counting and packaging currency and reconciling cash
drawers; Opening new accounts and helping with loan applications; The other task performed in
this exchanging foreign currency and promoting the Bank's products and services. Additionally,
in the section customers’ information in the KYC-System is also registered.

2.5 Work Task I have been Executing in Section

My main task was to support the staff employee and customers by filling the form such as for
cash withdrawals, cash deposits, transferring money from one to another account, opening a new
account for the customer and assisting the sales and customer service officer by filling the form,
Mobile Banking, copy Customers ID and handling filled in forms for approval to the branch
manager from the sales and customer service officer.

2.6. Procedures I have been using

To achieve my goal of internship I have been following the best approach that leads me to a
dedicated destination. Procedures I have been using during my internship period in OB.
 By asking questions employee
 Analyze each work task assign to me

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  Remember what I learned previous
 Reading Books

2.7. How good I have been performing my task

During my internship program, I work my tasks with enthusiasm, as well as my supervisor, is

such a sincere man when I ask a question he answered courteously. All in all, I did my task
effectively and efficiently, and I was punctual when I performed my work tasks.
According to the remark of the Bank Manager, he appreciated the effort that I showed
throughout the internship period. Due to this, the Bank manager requested I continue working
with them after the internship.my performance was efficient enough to impress my Boss.

2.8 Challenges

During the internship period, I faced transportation problems because my living areas are so far
from the office, Since it is my first time to be on such a work environment, I couldn’t get easily
familiar with work-related life issues and again my university I often focus on theoretical parts
and exams rather than the practical ones, so I found this environment somehow challenging still I
used to get it.
 Issue of time management
 Customer Compliance
 Waning of confidence
 Making mistake
 Lack of communication with co-workers
 Transportation problem and

 New environment and low knowledge of practical skill

2.9. Countermeasures to the Challenges

One very important thing that I kept in mind during my internship is to stay positive and face all
the challenges with a motive to learn new things and cherish the experience. I have tried to give
solutions to the above-mentioned challenges that I faced during the internship period. As one

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of the goals of the internship program is to make me a solution-maker by dealing with the
problem that I found in my day-to-day work routine, I took the following measures generally:
 Managing my time properly
 To understand that hard work does not get unnoticed for long. It might get ignored the
first time or the second time, but perseverance is the key.
 Waking up early by setting an alarm
 Studying reference books and remembered what I learn theoretically in university.
 Asking for help from my supervisors and staff employees, who have better practical
knowledge better than me; under any challenging problem I strive to solve it by any
means.

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 3 CHAPTER THREE

3.1 Overall benefits of the internship

During my starting period of internship, having practical and theoretical skills, I found out that I
have a long way to improve myself to join real-world business activity. This period not only lets
me know my level and skill but also allows me to start stepping forward in improving myself in
many aspects. I have been reading books, watching the online tutorial, practicing to apply my
theoretical knowledge and consulting my associates to overcome difficulties and upgrade myself.
During this time, it was a visible to me that I have improved my skills and knowledge.
To speed up my improvement in those skills, I have been researching these skills. As a result, I
had some points from different sources to follow as a guideline.

3.2 Improving practical skills

During this one-month internship, I experienced the difference between theoretical skills. Even
though I already came through practical exercises during my courses at the university, I had a
new environment of practical activity during this internship period.
In all works that I had been involved in, I had to apply my theoretical knowledge in practice,
some of them which I have not used before and others that I have used in many difficulties.
➢ I improve using the computer properly
➢ Real-life problem solved skills during the internship period
➢ Strong relations with staff employees in Oromia Bank
➢ I improved how to count money counting money by money counter or by hand.
➢ Presentation skills like promoting products and services of Oromia Bank.
➢ I learned how to copy customers’ ID.

3.3 Upgrading theoretical knowledge

While in my courses at the university, I believe I had all the necessary theories, most of them
which I have in practice in different assignments. By the end of the fourth year, a typical student
had

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enough theoretical and practical knowledge that will allow him/her to develop administrative and
business communication and material management organizations.
 I improved management knowledge.
 Effective assessment and management of resources.
 Wisdom, problem and time management.
While in the internship period, I found that there is a lot of theoretical knowledge that is
important to dealing with real-world problem-solving processes. And therefore in every step of
my work, mainly when I encounter difficulties, I explore new theoretical knowledge that I
develop from my previous knowledge.

3.4 Improving interpersonal communication skills

The other thing I have improved is my interpersonal was my communication skill. While on
campus, most of the communication was held informally. Besides that, our informal
communication is mostly limited to close friends. On top of that, I still do not make good team
communication.
During this internship period, Starting from my greeting when I get into the Bank I improved my
interpersonal communication skills. I have improved informal communication and developed
new formal communication skills. With the help of my associates, I have found many options to
develop these skills. Interpersonal communication Skills that are critically I have improved
include:
➢ Affirmation skills: These verbal and non-verbal behaviors enable me to maintain admiration,
satisfy my needs, and defend my rights without aggressiveness, manipulating, abusing, or
controlling others.
➢ Listening skills: These skills enable me to recognize what another person is saying. They
comprise new ways of responding so that the other person feels his troubles and feelings have
been understood.
➢ Conflict-resolution skills: These skills enable me to resolve or manage conflicts effectively.
Especial in my work section during task execution the difference of ideas is obvious so to
overcome such idea overlap as a team used to different mechanisms of conflict resolution.
 Sharing ideas and knowledge

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  Respect co-workers and people.
 It brings social interaction to the bank employees.
 Improved handling information.

3.5 Improving my team playing skill

During the previous one-month internship period I have improved the following best team
playing behaviors:
➢ Listening: I should demonstrate that I can listen to other people's ideas and points of view by
actively listening to what others in the team have to offer and I can often build on their ideas.
➢ Respecting: treat all other team members with equal respect and build up trust
➢ Helping: I used to assume as essential to help others in the team. Be alert to what others are
doing and suggest help and support if I can.
➢ Sharing: am willing to share knowledge, experience, time and talents with others on the team
➢ Asking: I ask questions so I am sure of the objectives of the team
➢ Persuading: I have to be prepared to come up with ideas and persuade them, but eventually
agree to change them if correct
➢ Participation: I am willing to contribute enthusiastically to the team without dominating
other members, but I am also willing to lead and motivate when appropriate.

3.6 Improving leadership skill

Leadership is the most important skill that I think is the most valuable skill that I develop.
Everything I used to think about leadership changed during this internship period. I have noticed
that leadership needs many skills. During the time of internship period, I have improved the
following leadership skill
➢ Self-esteem
Human skill is the ability to work effectively with people and to build teamwork.
I used to make someone feel important; I gain their willingness to work for me. By
o Asking for their advice.

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 o Remembering the name of the person I am dealing with, and using it often in my
conversation.
 Show reverence for a person's knowledge by repeating a statement of theirs that will
reflect positively on them.
 Commitment to the growth
 Building community
 Foresight
 Stewardship
 Punctuality
➢ Become a good listener
I stay alert in my posture and my facial expression.
 I try to avoid distractions.
 Get rid of bias in my thoughts about a person.
 Being patient until the person finished expressing his/her idea.
➢ Planning
Through planning, I decide on a course of action to achieve goals and accomplish objectives.
Planning prepares me for how to perform in the event certain things happen.
➢ Disciplining
The better I know an individual, the better job I can do of disciplining him. With some people, I
necessitate being compact or even challenging.

3.7 Understanding work ethics and related issues

Work ethics is a belief that hard work and diligence have a moral benefit and an inherent ability,
virtue or value to strengthen character and individual abilities.
I have got personal ethics experience from the Bank like:-
 Honesty
 Integrity
 Impartiality/Fairness
 Openness
 Legality

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  Accountability/Responsibility for your duty
 Professionalism
 Respect for other
I have observed how the work ethic of managers impacts a firm’s employment contracts,
riskiness, development perspective, and organizational structure. Flat contracts are optimal for
diligent managers because they reduce risk-sharing costs, but they attract egoistic agents who
shirk and unskilled agents who add no value.
Basic issues and work ethics I have understood:
➢ Act in the public interest
➢ Act in the best interests of the client and employer
➢ Advance integrity and reputation of the profession
➢ Be fair to and supportive of my colleagues
➢ Participate in lifelong learning, and promote ethical behavior, in practice
➢ Ensure products meet the highest professional standards
➢ Maintain integrity and independence in judgment
➢ promise to and encourage ethical management

3.8 Entrepreneurship skill

An entrepreneur is someone who organizes, manages and assumes the risks of a business or
enterprise.
This internship period certainly helps me to have strong technology skills or expertise in a key
area, the key qualities are traits such as creativity, the ability to keep going in the face of
hardship, and the social skills needed to build great teams. In terms of entrepreneurship skills, I
have improved the following skills
➢ Personal characteristics.
➢ Interpersonal skills.
➢ Critical and creative thinking skills.
➢ Practical skills.
➢ Facing different problems and coming up with a new solution

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➢ Team working with cooperation
 Vision
 Risk Tolerance
 Contribute to society as an active citizen.

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4 CHAPTER FOUR

4.1 Conclusion

The main goal of the internship program is to integrate the theoretically acquired concepts with a
tangible
Practical demonstration. In addition to this, I have gotten knowledge such as team playing skills,
interpersonal skills, entrepreneurship skills, leadership skills, etc. Generally speaking during the
internship program a lot of knowledge and skills have been gained.
Some of the benefits I gained in the internship include:
➢ Understanding of my strength and weakness
➢ Upgrade my theoretical knowledge
➢ Further strengthen my practical skill
➢ Work ethics
➢ Team play skills
This program helps me to develop practical knowledge that can be applied in the real world and
how to solve problems related to any professional areas and how to meet challenges. I got
satisfactory knowledge and benefited during the internship period. Generally, in this internship
program, I have developed theories supported by practical applications.

4.2. Recommendation

I had a great time as an intern student out there but that doesn’t mean it was perfect, there are
things that I think that could have been the other way. My time is over now, but there are others
out there following my footsteps and I wish them less rather than had a time better than what I
have, and well in that case here come my recommendations.
Recommendation for the bank

The Oromia Bank is well established Bank. Therefore, it is very tough to recommend any aspect
of the Bank. However, as it is the requirement of the report so I have come up with a few
recommendations, after conducting my observation. They are as follows:

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  Some employees suggested that they should be provided with more training on updating
themselves with rapid change and sustainability. Therefore, Oromia Bank could organize
training on satisfying the need of their customers

 Oromia Bank can provide training on their job.

OB could work more on making Education opportunities and benefits they provide to make their
employee more attractive as employees find this factor very important to boost their satisfaction
level.

 Other than providing benefits and facilities more often, that rise the cost of the company,
OB could give satisfactory service to sustain their customer. Getting employees' ideas
and getting their involvement is critical in a rapidly changing world. If the Bank is going
to be competitive, it's mandatory to involve not just hands, but the ideas from other
related organizations.

 OB is a great place to work which I can say from my personal experience of one month
period internship. As a result, it will also bring the level of employee satisfaction to an
impressive level.
 OB should increase the number of customers and their satisfactions.

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 References

[1]. OB pamphlets and leaflets/fliers

[2]. https://www.oromiabank.com

[3]. https://et.linkedin.com

[4]. Annual report July 1, 2015-June 30

[5]. https://careertrend.com

[6]. https://www.investopedia.com

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 Appendices

ATM: are electronic banking outlets that allow people to complete transactions without going
into a branch of their bank

Depositor: a person who deposits money in a bank or who has a bank account.

KYC: standards are designed to protect financial institutions against fraud, corruption, money
laundering and terrorist financing.

Scanner: scans the front and back of the cheque and creates two digital images.

Cashbox: is a savings platform that encourages financial discipline to motivate users to save
money.

CC: is a short-term loan extended to a company by a bank.

Banker: One who conducts the business of banking; one who, individually, or as a member of a
company, keeps an establishment for the deposit or loan of money or for traffic in money, bills
of exchange, etc.

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