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