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 com...