Customer Service Specialist

• Handle customer queries related to account opening, Service request, profile changes, app usage, transactions, cards, complaints, and any other that may be assigned from time to time.
• Verify customer identity as per SBP and bank policies.
• Log cases in Customer Relationship management (CRM)
• Escalate unresolved issues to supervisors or concerned departments.
• Ensure strict compliance with AML, KYC, data privacy, and information security standards.
• Maintain service quality KPIs including CSAT, FCR, AHT, and compliance scores.
• Educate customers on self-service options and promote digital adoption.
• Handle fraud-related queries and report suspicious activities as per fraud management SOPs.
• Assist customers with digital onboarding, biometric issues, OTP verification, app security and other features.
• Guide customers on password reset, device binding, and digital security best practices.
• Ensure maker-checker compliance where applicable.
• Follow call etiquette, professional communication standards, and confidentiality requirements.
• Ensure adherence to call center security protocols including restricted access and no mobile phone policies.
• Secure workstation practices
• Participate in training, quality assessments, and knowledge base updates.
• Handle escalated and sensitive customers with professionalism and empathy.
• Support business continuity and disaster recovery processes when required.
• Work in rotational shifts as per the scheduled
• Willingness to work on weekends and public holidays as per business requirements
• Adhere to the assigned shift schedule and take breaks strictly in accordance with bank policies and requirements.

• Maintain strict confidentiality and compliance with the Bank’s security and data protection standards.
• Perform duties and tasks assigned by the manager in line with bank requirements

Requirements

• 1-2 years of experience in a call center, preferably in banking or fintech
• Excellent communication and interpersonal skills.
• Customer Centric approach
• Basic knowledge of banking products and digital platforms.
• Proficiency in computer usage and CRM systems.
• Ability to work in rotational shifts/Holidays/Weekend
• Understanding of compliance and confidentiality requirements