CHAPTER THREE
Job background and information
After I joined a bank, I worked in various departments, this are
3.1 customer service department
Customer service officer department is one of the sectors of Abay bank of Ethiopia Ali branch.
It performs its duties and responsibility by setting specific and feasible goals and objectives which
support to speed up customer satisfaction and profit maximization of the bank. More than 13
employees make up this department, each of whom works 8 hours per day and is responsible for
something on their own.
Objective of the department
● To smoothly implement integrated banking solutions in customer service process.
● To have single source of reference to perform.
● To determine duties and responsibilities that each employee at all level in the Customer
service process.
To provide efficient and quality service to its customers.
● To ensure standardization and uniformity in the customer service process.
Activities of department
1 Account opening
2 duties related to customer service
Opening account
Pay cash and receive cash
3 telegram: that means send outgoing message and receive incoming message from other branch.
The things I've done for this division are:
As a department member, I am also accountable for carrying out the department's duties. When I
was a participant at the Abay Bank of Ethiopia Dilla branch, I performed the following specific
actions as an apprentice based on those general activities.
I supported employees by opening accounts for more than 20 customers.
I make sure the customer's name, date, and signature are correctly filled out.
I provided several services for the department and the clients.
I complete a task on time and honestly by according to the guidelines and rules.
3.2 Digital Banking System Department
The Digital Banking is banking done through the digital platform, doing away with all the
paperwork like cheques, pay-in slips, Demand Drafts, and so on. It means availability of all
banking activities online.
I work in the department that delivers and manages all online transactions for the digital banking
system. Three employees make up this department, each of whom works 8 hours per day and is
responsible for something on their own. This department's specific fields include ATMs, mobile
banking, internet banking, and point-of-sale devices (POS).
Objective of the department
Through Digital Banking, individuals can now easily make transactions, check their account
balance or even make transfers just with a single click of a button on their smart phone, desk top
or any other digital device. No more requesting or looking over paper statements or withdrawal
slips, any longer.
Activities of department
Giving ATM Card
Activating mobile banking
Activating internet banking
Controlling online services activities
The things I've done for this division are
Registering customer for ATM service
Registering and activating mobile banking service activities
Calling clients to request their ATM cards
Performance evaluation of my activity
Since the first day I began doing practical work in the customer service department;
I could see ways to provide customers with bank services.
I could at least comprehend the various forms of communication within the company.
I get along well with other people at work.
I could occasionally speak with my manager to request the necessary information, etc.
