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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
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Perform duties and tasks assigned by the manager in line with bank 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
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