Customer Service Officer

Company Description Cooperative Bank of Oromia (Coopbank) is a community-focused financial institution established in 2005 to expand financial access for underserved communities, including farmers, youth, and women. The bank has advanced financial inclusion by lending over 63 billion birr to MSMEs through its digital lending platform, Michu, reaching more than 3.3 million individuals. Coopbank also offers innovative solutions such as FarmPass, connecting farmers with markets, credit, and tailored financial services to support agricultural transformation. With a diverse ownership structure that includes cooperatives, organizations, and individuals, the bank is driven by a mission to redefine banking through smarter, community-rooted financial products. Guided by core values of sustainability, community well-being, accountability, equity, and equal opportunity, Coopbank is dedicated to empowering communities and transforming lives.Role Description The Customer Service Officer is a full-time, on-site role based in South Gonder. This role is responsible for providing courteous and efficient service to customers, including handling inquiries, processing basic transactions, and resolving service-related issues at the branch. The Customer Service Officer supports customers in understanding and using the bank’s products and services, ensures accurate documentation, and maintains customer records in line with bank policies and regulatory requirements. The role involves actively contributing to customer satisfaction by managing queues, directing customers to appropriate services, and following up on pending requests. The Customer Service Officer collaborates with branch colleagues to improve the overall customer experience and uphold Coopbank’s mission of empowering communities.Qualifications Candidates should possess strong Customer Service, Customer Support, and Customer Satisfaction skills to respond effectively to inquiries and resolve issues.Candidates should possess skills in Customer Experience and Customer Satisfaction to ensure consistent, positive interactions across all touchpoints.Candidates should possess excellent Interpersonal Skills to communicate clearly, build trust, and work collaboratively with customers and team members.Candidates should possess basic knowledge of banking products and services, with attention to detail and accuracy in handling transactions and documentation.Candidates should possess strong problem-solving abilities, good time management, and the capacity to work in a fast-paced branch environment.Candidates should possess a diploma or degree in business, banking, finance, or a related field; prior experience in customer-facing roles in financial services is an advantage.