The Role of Branch-Level Banking Operations in Enhancing Customer Experience: Insights from an Internship at Citizen Credit Cooperative Bank

Abstract

This report is a detailed presentation of my internship with Citizen Credit Cooperative Bank during which I was competing with the daily activities of the branch and customer service. This internship was basically my first bank branch exposure and by the end of it, I had not only been able to interchange my theoretical knowledge with the practical one but also had a whole new learning about the working of a bank branch. During my internship, I was involved in various activities which included passbook printing, cheque deposit processing, document scanning, locker operations, and customer query solving both face to face and over the phone. I was also actively engaged in customer communication that is calling clients in connection with ATM Card and cheque book availability, engaging in their service, related queries and visiting customers to remind them about KYC compliance and solve the problems of inactive accounts or lockers. All these experiences made my mind sharp with every small detail as the accuracy was very important in the processes of cheque verification and document management. I also improved my communication and people skills when I talked to different customers and handled their queries in a polite manner. Besides, I exhibited the ability of being one of the quickest flexible and a fast learner when I banking, brought system and procedure in a short time. However, the bank locations were a good technical learning opportunity and it also improved my professional skills notably customer service, problem, solving, compliance awareness and multitasking. My reporting manager appreciated my strength of picking up concepts quickly, adjusting to different roles, and doing tasks with perfection. My internship was a learning experience, on the whole, very illuminating to me, which helped me comprehend the cooperative banking sector, the big need for operational efficiency and the significant role of customer centric service in winning trust and maintaining growth. The experience has made my future career in the financial services industry a big hull of confidence.