MCB Bank Pakistan

Customer Services Officer

Department/Div:	Reports to:
Retail Banking Group	Branch Manager

JOB Description

To consistently meet high standards of external and internal customer service by ensuring process standardization, timely service, inculcation of a customer- centric culture and strong Operational controls in accordance with the Bank’s regulations.

PRINCIPAL ACCOUNTABILITIES

No.	Accountability	%Time
1	To greet all customers walking in the branch. Interacting with them at the branch entrance / inquiring on their purpose of visit and guide them to the relevant desk accordingly for efficient service provision.	25%
2	To assist BM in implementation of Service Management Program of the bank and liaise / coordinate with Service Quality Department to support entire branch in meeting service related targets.	20%
3	Handling customer queries about products & services and assisting / guiding them for effective service delivery from branch counters. To manage customer complaints in line with applicable SOPs and regulatory requirements.	15%
4	To continuously engage with entire branch staff for creating awareness about service protocols, sharing SQ reports to improve on weak areas and conduct regular health check for maintaining branch ambience / cleanliness up to the mark.	15%
5	To assist the branch in maximining bank’s business as per targets assigned by the Branch Manager. Key areas to focus include Deposit generation, Cross Sell and Opening maximum NTB accounts.	15%
6	To ensure implementation of regulatory & compliance controls & SOPs/internal controls in all activities executed by GBO-Service in letter and spirit & to further ensure improved Audit Ratings in segments related to the job.	10%

KNOWLEDGE AND EXPERIENCE

Knowledge & Skills:	Bachelors degree from a recognized University
Experience Profile:	Preferably 1-2 years of branch banking/ customer service experience
Behavioural Competencies:	Customer Focused Attitude Good interpersonal skills, approachable and friendly Good communication (written and verbal) Work under pressure and manage time effectively to meet deadlines

Additional Information

Any additional task assigned by line manager.

Important Note

“Females and Persons with disabilities having required skill set are encouraged to apply . MCB bank Ltd is an equal opportunity employer and is committed to create an inclusive environment for all employees.”

Visit careers.mcb.com.pk to create your account and finalize your profile. Once your details are set, simply apply via the "Jobs" tab using Requisition ID 2026XXXXXX.

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Customer Services Officer

JOB Description

PRINCIPAL ACCOUNTABILITIES

KNOWLEDGE AND EXPERIENCE

Additional Information

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