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...