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An internship report submitted by a student named zeynep balhan, who completed her internship at garanti bbva bank. The report provides an overview of the bank's historical background, training experiences across various departments, and recommendations for improvements. The student shares her experiences in operations, teller, and sme departments and discusses the importance of good communication skills, computer skills, and customer service.
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commitment to modern banking practices contribute to its ongoing success, making it a key institution in the dynamic financial landscape. Please verify with recent sources for the latest information.
3. TRAINING IN THE INSTITUTION 3.1 Experiences in Each Department Throughout my internship at the bank, I have gained experience across various departments. While in operations, I was responsible for a range of tasks including accounting for bank expenses, reviewing loan and account opening applications, reconciling bank balances, and completing forms related to excess funds sent to the central bank daily. In the teller department, I acquired computer system skills for opening accounts, understanding required documents from customers, and using the MARS system which is created for Garanti for deposit and withdrawal transactions. I had the opportunity to assist with the opening of salary accounts in Cyprus for employees of the Turkish Armed Forces through Garanti Bank's partnership. This experience allowed me to improve my customer interaction and stress management skills, as I assisted with obtaining credit and debit cards, providing access to mobile banking, and setting up security questions. They sometimes let me go through the process of opening an account on my own. Handling larger customers in the SME department taught me the importance of having a solid strategy to attract and manage their finances efficiently. The process of granting credit to these customers was different from the usual process that requires different strategies to apply to each customer and a different psychological approach for each customer. While interning, a Garanti Bank inspector visited to review documents and verify proper task completion by employees. Unfortunately, due to decoration, all files have been reorganized. When the inspector inquired about a specific customer file, we were unable to find it. This was a significant concern for the bank, as all documents must be kept confidential for the next 10 years. I was assigned to the archive room to locate the missing file. It made me understand importance of the archive design. 3.2 Skills Requirement Good communication skills are essential for anyone working in a bank. Being able to interact with customers, make them feel welcome with a warm smile, and persuade them to choose the bank's services are vital. People expect friendly and engaging employees who can
make their experience at the bank a pleasant one. Fast service is also crucial since long wait times can be frustrating for customers. Having good computer skills, especially in Excel, can make work easier by allowing you to quickly search for information instead of having to go through archives. Each document in Excel is categorized by name, telephone number, job title, salary, and the service they got from the bank. It is important to organize files based on these criteria because when the customer comes for the next time, employees can decide whether they can get additional loans or not. Another system used in MARS is required who work in Garanti. Since this is their system, if employees know how to use it fast, it will satisfy customers and prevent them from waiting in line. I also experienced that some customers left to bank after they waited so long. The q-matic system has algorithms like giving priority to the bank’s customer first and who has a business. Customers might see it like the person who comes after them can finish their job before so it makes people angry. Knowing these small details about the machine in the bank, make you more explainable to customer and makes them relax a little bit. The ATM is quite important in the bank. Sometimes, machines take cards or money can be stuck inside. For employees knowing machine how to use it and checking the amount of money in it is significant.
4. RECOMMENDATIONS AND CONCLUSIONS 4.1 Strengthens and Weakness of Garanti BBVA Bank At Garanti Bank, monthly objectives are established for extending loans, issuing new credit cards, and opening savings accounts for prospective clients. The bank utilizes Excel software to monitor customer data and MARS for customer relationship management. With convenient accessibility afforded by the bank's location, operating hours, and ATMs, customers can easily transact with the bank. The bank's staff upholds a culture of diligence and accountability, creating a welcoming atmosphere for all customers. Additionally, a variety of credit cards tailored to different customer segments are readily available. Since it was my first international company experience, I was not able to realize the weak sides of the bank in one month but because of the less developed system than Turkey, some customers have complained about heavy paperwork like signatures for each legal document. In some cases, banks took more charge fees which is another point of customers they complain about the most. The Garanti Bank branch in Mağusa is well-organized from top to bottom. There is good communication between all levels, which helps to improve the
