Customer Services Officer

Account Opening, Maintenance and TD booking

a) Ensure to have updated product knowledge, customer needs,competitor products and should be able to guide customers for best relationship with the bank.

b) Responsible for opening of customer CIF, accounts & related

documentation in compliance with BOM, KYC/AML/CFT and other regulations.

c) Responsible for processing and maintenance of customer accounts for status & profile changes, account closure, un-claimed deposit processes, revised risk profiles & CDD reviews in liaison with COU/Compliance.

d) Completion of account opening form/CIF form (proper screening of

NTB’s) & documents and forwarded to COU on same day/next day.

e) Ensure timely response to COU on account/profile discrepancies via email or re-dispatch if received in hard.

f) Booking of term deposit requests, TD pre-encashment, roll over, and liaison with COU for special rate TD, Lien marking/removal and Zakat/WHT exemption marking & related process

2. Policy Compliance / Audit

a) Compliance to internal, SBP policies and other regulations/laws

b) Ensure minimum observations are highlighted by COU / SBP & Internal/External Audit.

c) Timely response to audit observation and closure of audit observation pertaining to CSO function.

3. Processing of Transactions

a) Ensure issuance of chequebook/debit card, Counter Cheque, MDC transaction, Direct Cheque Deposit Facility (DCDF), RTGS,

RAAST ID’s management, BVS/digital signature, funds transfers, MMS Management, Lockers Management, banker’s cheques/other remittance instruments, account statement and other customer’s requests as per applicable procedures/guidelines.

b) Processing of Inward, Outward Clearing, OBC, Banca-insurance and Internal & online transfers as per laid down procedures.

c) Processing & record keeping of branch non-cash operational expenses including accruals, prepayments in liaison with F&A/CO.

d) Preparing periodical imprest account reconciliation, ensuring timely submission and investigation of un-reconciled items.

4. Record Keeping

a) Maintain proper record of reports and vouchers related to Customer Servicing desk.

b) Management of printed as well as security stationery stock and related record keeping as per defined procedural guidelines.

c) Ensure to keep SS card in chronological order for use during BCP and or account closing exercise.

5. Customer Services

a) Maintain TAT in processing of customer servicing related transactions. Ensure minimum customer complaints.

b) Assist customers in filling of customer applications/requests.

c) Act as functional backup of Credit Administration Officer.

d) Provide support to branch in achieving sales targets by crossselling KMBL products, particularly liability products.

e) Ensure to provide services fairly without any discrimination, however Senior Citizens and special persons should be given priority services