Phone Banking Officer (Inbound/Outbound)

About the job

Job Title: Phone Banking Officer (Inbound/Outbound)

Department: Operations (Call Center)

Location: Karachi & Lahore, Pakistan

Job Overview

We are seeking customer-focused and energetic Phone Banking Officers to join our Call Center team. The role involves handling inbound customer inquiries, conducting outbound service calls, resolving customer concerns, and delivering an exceptional banking experience while maintaining service quality and compliance standards.

Key Responsibilities

• Handle inbound customer calls and respond to inquiries related to banking products and services.
• Conduct outbound calls for customer engagement, service follow-ups, and campaigns.
• Resolve customer complaints and escalate complex issues to relevant departments when required.
• Provide accurate information regarding accounts, transactions, and digital banking services.
• Maintain high standards of customer service and professionalism during interactions.
• Ensure compliance with bank policies, regulatory requirements, and service protocols.
• Accurately document customer interactions and update records in the system.
• Achieve assigned service quality, productivity, and customer satisfaction targets.
• Support cross-selling and customer awareness initiatives where applicable.

Experience Required

• 1–2 years of experience in Phone Banking, Call Center Operations, Customer Service, or a related role.
• Experience in the banking or financial services industry will be preferred.

Educational Background Required

• Bachelor's degree from an HEC-recognized university.

Skills & Competencies

• Strong understanding of customer service principles.
• Proficiency in MS Office applications.
• Familiarity with CRM and call-handling systems.
• Basic knowledge of banking products and digital banking services
• Excellent verbal communication and listening skills.
• Strong customer-centric approach.
• Problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced environment and rotational shifts.
• Team player with a positive and professional attitude.
• Strong attention to detail and multitasking capabilities.

Raqami is committed to building a diverse, equitable, and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and are dedicated to providing equal employment opportunities for all.