Email Analyst

The Email Analyst role is designed for a detail-oriented professional responsible for managing customer communications through the bank’s email channel. This position involves addressing customer queries and complaints efficiently while ensuring all responses comply with the bank’s policies and Shariah principles. The role requires collaboration with various departments to resolve issues promptly, maintaining accurate case records, and identifying trends to improve service quality. The position is based at the Head Office in Karachi and reports to the Service Quality Department within the Customer Support Group.

Key Responsibilities
- Manage and respond to customer queries and complaints received via the bank’s email channel.
- Investigate customer concerns thoroughly and coordinate with relevant departments to ensure timely resolution.
- Provide accurate, professional, and compliant responses aligned with the bank’s policies and Islamic banking principles.
- Maintain detailed records of cases, follow up on pending issues, and ensure all communications meet service level agreements (SLA) and turnaround times (TAT).
- Identify recurring issues and recommend service improvement opportunities to enhance customer satisfaction.

Required Qualifications
- Minimum of a Bachelor’s degree, preferably a Master’s, from an HEC-recognized institute or university.
- At least 2 years of relevant experience in a similar role, preferably within the banking or Islamic banking sector.
- Strong written and verbal communication skills.
- Solid understanding of banking operations, with specific knowledge of Islamic banking principles.
- Proven ability in customer handling and complaint resolution.
- Competence in problem-solving and managing SLA/TAT effectively.

Preferred Qualifications and Benefits
- Professional certifications related to banking, customer service, or communication will be considered an advantage.
- Additional qualification or training in Islamic Finance is highly desirable and will strengthen the candidate’s suitability for the role.

This opportunity offers a chance to work in a dynamic environment focused on service quality and customer satisfaction within the banking industry. The role requires a proactive individual who can maintain professionalism and compliance while addressing customer needs efficiently.

Location: Head Office, Karachi
Department: Service Quality Department – Customer Support Group
Application Deadline: November 22, 2026