Customer Service Representative – Financial Services

About the role

The Customer Service Representative will act as the primary point of contact for clients of a brokerage firm, delivering timely assistance on account setup, trading platforms, and day‑to‑day transactions. Based in Lahore, the role supports the client experience across phone, email and walk‑in interactions while ensuring confidentiality and compliance.

Key responsibilities

• Handle client queries via calls, email and in‑person visits.
• Assist with account opening, KYC verification, documentation, activation and onboarding.
• Guide clients on using Tradin One, PSX, PMEX, mobile app, web portal and desktop terminal.
• Resolve login issues, password resets, deposits, withdrawals and portfolio access.
• Coordinate with Operations, Compliance, Equity, PMEX, Research, IT, Finance and Settlement teams for issue resolution.
• Maintain records of complaints, service requests and follow‑ups.
• Follow up on pending documents, initial deposits and collect client feedback.
• Escalate urgent or unresolved matters to supervisors and attend meetings, trainings and events as required.

Required profile

• Minimum two years of experience in customer service or client support within financial services.
• Strong verbal and written communication skills with high attention to detail.
• Ability to work under pressure while maintaining a professional and courteous demeanor.
• Basic knowledge of the Pakistan Stock Exchange (PSX), Pakistan Mercantile Exchange (PMEX) and brokerage operations.
• Commitment to confidentiality and compliance with company policies.

Required skills

• Proficiency with Customer Relationship Management (CRM) software.
• Effective use of digital communication tools such as email and WhatsApp.
• Advanced skills in MS Office (Word, Excel, PowerPoint).
• Familiarity with trading platforms including Tradin One, mobile app, web portal and desktop terminal.