Phone Banking Officer (Inbound/Outbound)

About the role

We are looking for energetic Phone Banking Officers to join our Operations (Call Center) team in Karachi and Lahore. The role involves handling inbound customer inquiries, making outbound service calls, and delivering a high‑quality banking experience while adhering to compliance standards.

Key responsibilities

• Handle inbound customer calls and respond to inquiries related to banking products and services.
• Conduct outbound calls for customer engagement, service follow‑ups, and campaigns.
• Resolve customer complaints and escalate complex issues to relevant departments when required.
• Provide accurate information regarding accounts, transactions, and digital banking services.
• Maintain high standards of customer service and professionalism during interactions.
• Ensure compliance with bank policies, regulatory requirements, and service protocols.
• Accurately document customer interactions and update records in the system.
• Achieve assigned service quality, productivity, and customer satisfaction targets.
• Support cross‑selling and customer awareness initiatives where applicable.

Required profile

• 1–2 years of experience in phone banking, call‑center operations, customer service, or a related role.
• Experience in the banking or financial services industry is preferred.
• Bachelor's degree from an HEC‑recognized university.

Required skills

• Proficiency in MS Office applications.
• Familiarity with CRM and call‑handling systems.
• Basic knowledge of banking products and digital banking services.