Customer Service Specialist

About the role

We are looking for a Customer Service Specialist to join our bank’s call centre. The role involves handling a wide range of customer inquiries related to account opening, digital banking, transactions, cards and more, while ensuring strict compliance with AML, KYC, data‑privacy and information‑security standards.

Key responsibilities

• Respond to customer queries on account opening, service requests, profile changes, app usage, transactions, cards and complaints.
• Verify customer identity according to SBP and bank policies.
• Log all interactions in the Customer Relationship Management (CRM) system.
• Escalate unresolved issues to supervisors or relevant departments.
• Maintain service quality KPIs such as CSAT, FCR, AHT and compliance scores.
• Educate customers on self‑service options and promote digital adoption.
• Handle fraud‑related queries and report suspicious activities per SOPs.
• Assist with digital onboarding, biometric issues, OTP verification and app security.
• Guide customers on password reset, device binding and digital security best practices.
• Follow call etiquette, confidentiality requirements and call‑centre security protocols.
• Participate in training, quality assessments and knowledge‑base updates.
• Support business continuity and disaster‑recovery processes when required.
• Work rotational shifts, including weekends and public holidays, as scheduled.

Required profile

• 1‑2 years of experience in a call centre, preferably in banking or fintech.
• Excellent communication and interpersonal skills with a customer‑centric approach.
• Basic knowledge of banking products and digital platforms.
• Ability to work in rotational shifts, weekends and public holidays.
• Understanding of compliance, confidentiality and data‑protection requirements.

Required skills

• Proficiency with CRM systems.
• Strong computer usage skills.
• Familiarity with digital onboarding tools and mobile banking applications.