Job Description
- 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 m...
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