Job Description

Job Purpose

• Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.

• Understand customer banking needs and provide accurate information and solutions.

• Ensure customer satisfaction and loyalty through prompt and professional service.

• Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.

• Promote and migrate customers to digital banking channels.

• Identify and convert sales opportunities to meet financial targets.

• Explain banking procedures and products clearly over the phone.

• Capture and report customer feedback for continuous improvement of products and services.

Key Result Areas

• Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).

Additional Responsibilities

• Operate within a call centre environment, adhering to bank guidelines and Direct Banking Center standards.

• Provide accurate information on retail and international banking products and services.

• Perform root cause analysis and process reversals of charges/fees when necessary.

Knowledge, Skills & Experience

• University Graduate (preferably with finance, banking, or mathematics background).

• 1–3 years in customer service or banking (experience in international banking is a must).

• Strong customer focus and interpersonal skills.

• Excellent communication skills in English and Urdu/Hindi.

• Computer literacy is essential.

• Active listening and problem-solving abilities.

• Ability to work full-time from office.

• Flexibility to work in 24×7 rotational shifts.