CustomerServiceSpecialist

* 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 **Requirements** * 1-2 years of experience in a call center, preferably in banking or fintech * Excellent communication and interpers