Universal Banker – Client Experience Specialist

About the role

The Universal Banker will deliver a seamless, differentiated client experience by proactively understanding customer needs and offering appropriate banking solutions. You will be the first point of contact, ensuring all banking queries are resolved professionally and efficiently.

Key responsibilities

• Assist customers with liability and asset product queries, providing accurate and timely information.
• Handle over‑the‑counter transactions in line with bank policies and controls.
• Manage Safe Deposit Locker operations, maintaining security standards and timely service.
• Identify cross‑sell opportunities and promote suitable products and services.
• Educate customers on digital and self‑service channels to enhance convenience.
• Ensure compliance with regulatory, internal policy and procedural requirements.
• Escalate complex issues, operational risks or service gaps to relevant stakeholders.

Required profile

• Strong knowledge of branch operations including clearing, remittance and cash handling.
• In‑depth understanding of SBP regulations, AML/CFT, CDD and KYC requirements.
• Proficiency in preparing MIS reports and operating standard office software.
• Ability to manage client relationships, work effectively in a team and perform under pressure.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• MIS preparation