Customer Service Specialist

Responsibilities

• 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 pr...

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