Email Analyst

The Email Analyst will play a crucial role in managing and responding to customer queries and complaints received through the bank’s email channel. This position requires a detail-oriented professional who can investigate customer concerns, coordinate with various departments to ensure timely resolution, and deliver responses that are accurate, professional, and compliant with both bank policies and Shariah principles. The role also involves maintaining detailed case records, following up on pending issues, and identifying patterns that could lead to service improvements. The Email Analyst will be part of the Service Quality Department within the Customer Support Group, based at the Head Office in Karachi.

Key Responsibilities:
- Manage and respond to customer queries and complaints via the bank’s email channel promptly and professionally.
- Investigate customer concerns thoroughly and liaise with relevant departments to ensure timely and effective resolution.
- Ensure all communications are accurate, compliant with bank policies, and aligned with Shariah principles.
- Maintain comprehensive case records, track pending cases, and follow up as necessary to ensure closure.
- Identify recurring issues and recommend opportunities for service quality improvements.

Required Qualifications:
- Minimum of a Bachelor’s degree from an HEC-recognized institute or university.
- At least 2 years of relevant work experience in a similar role.

Preferred Qualifications:
- A Master’s degree is preferred.
- Professional certifications related to the field will be considered an advantage.
- Qualifications in Islamic Finance will be an added benefit.

Skills:
- Strong written and verbal communication skills.
- Knowledge of banking and Islamic banking principles.
- Experience in customer handling and complaint resolution.
- Ability to manage problem-solving processes and adhere to SLA/TAT requirements.

This position offers an opportunity to work within a dynamic team focused on enhancing customer service quality in the banking sector. The role is based at the Head Office in Karachi, and interested candidates should be prepared to contribute effectively to the bank’s commitment to customer satisfaction and compliance standards.

Application Deadline: November 22nd, 2026.