MCB Bank Pakistan

Customer Services Officer

Department	Reports to
Privilege Banking	Branch Manager Privilege Banking

JOB Description

Delivering world class client experience at MCB Privilege Banking branch through

serving Privilege clients with distinction
in a bright environment
while adhering to operational controls

PRINCIPAL ACCOUNTABILITIES

No.	Accountability	%Time
1	Providing greet and assist service to walk in clients and their representatives to ensure that they get desired service standard and experience – expected from Privilege.	20%
2	Resolving Privilege client issues, complaints, queries at the branch level and with relevant stakeholders cross functionally to deliver single point of contact resolution.	10%
3	Owning and executing Service Quality standards (client inquiries, complaints, stationery, brochures, forms, house keeping checklists) to enable Privilege deliver world class experience.	10%
4	Driving services processes including, account statements, PIN generation support, help with cheque book issuance, and others to deliver desired client experience.	5%
5	Organizing weekly updates and monthly service huddles and recording points of action and actively tracking them for closure, to deliver world class service environment.	10%
6	Learning banking products, consumer finance products, wealth management products to effectively communicate and deepen Privilege client relationships.	10%
7	Maintaining the branch notice board and fixtures to ensure that Privilege is presented as the best structured and orgnaized banking experience.	5%
8	Owning the exterior and interior physical space of the branch setting industry standards for cleanliness, friendliness, and welcoming environment.	5%
9	Partnering with Branch Manager and team on effective relationship management of existing client portfolio to deepen Privilege relationships.	15%
10	Supporting Branch Manager and team through reaching out to prospective clients and contribute to business growth.	10%

KNOWLEDGE AND EXPERIENCE

Knowledge and Skills	Graduate from a recognized university (preferably Masters in Business / Related Subject)
Experience Profile	1-2 years of banking/branch experience (a professional with exceptional performance in banking may also be considered)
Behavioural Competencies	High integrity, confident, strong communication (English/Urdu written/spoken), energetic, client-centric, positive minded, team-player, relationship management & ability to work under pressure

Job Location

Karachi, Rawalpindi, Islamabad and Faisalabad

Additional Information

Any other work assigned by Management

Important Note

“Females and Persons with disabilities having required skill set are encouraged to apply . MCB bank Ltd is an equal opportunity employer and is committed to create an inclusive environment for all employees.”

To apply for this position, Please visit https://careers.mcb.com.pk/

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Customer Services Officer

JOB Description

PRINCIPAL ACCOUNTABILITIES

KNOWLEDGE AND EXPERIENCE

Job Location

Additional Information

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