Customer Service Officer

This role involves managing daily branch operations with a strong focus on cash handling, transaction processing, and customer service within a banking environment. The ideal candidate will be responsible for ensuring accuracy and compliance in all financial activities, maintaining security protocols, and delivering efficient service to customers. This position requires a detail-oriented individual with a solid understanding of banking regulations and operational procedures.

Key Responsibilities

Branch Opening & Cash Management: Conduct daily branch opening procedures including verification of opening cash balances. Reconcile vault cash and ensure separate cash holdings are maintained for each teller to guarantee accuracy and security.

Cash Receipts & Payments: Accurately process cash deposits, withdrawals, utility bill payments, and cheque transactions. Ensure all activities comply with bank policies, State Bank of Pakistan (SBP) regulations, and customer verification standards.

Clearing & Remittances: Handle clearing instruments such as pay orders, demand drafts, and Cash Deposit Receipts (CDRs). Perform proper verification, obtain necessary authorizations, maintain documentation, and complete timely reconciliations.

End-of-Day Reconciliation & Reporting: Verify and authorize daily transactions, reconcile cash and system balances, and review daily reports and vouchers. Ensure recovery of applicable charges and maintain accurate records.

One-Touch Banking & Branch Operations: Manage biometric-verified transactions, oversee ATM cash operations, and maintain vault and locker security. Ensure all transactions are accurately posted in the core banking system.

Compliance & Customer Services: Facilitate account opening and maintenance, biometric verification, stop-payment requests, and cheque book issuance. Ensure adherence to regulatory requirements, maintain proper recordkeeping, and support cross-selling initiatives.

Required Qualifications

- Minimum Bachelor’s degree from a recognized institution.
- At least one year of relevant experience in banking operations.
- Strong skills in cash handling, numerical accuracy, reconciliation, and transaction processing.
- Good knowledge of banking operations, SBP regulations, compliance procedures, and core banking systems, particularly iMAL.
- Effective communication and customer service skills.
- Strong problem-solving abilities and time management.
- High attention to detail, integrity, and confidentiality.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with additional experience in biometric systems, advanced core banking software, or proven track record in cross-selling banking products will be preferred. The role offers an opportunity to develop expertise in branch operations and compliance within a regulated banking environment.

This position is ideal for individuals seeking to grow their career in banking with a focus on operational excellence and customer satisfaction.