# Customer Service Specialist

> HugoBank · Karachi, Pakistan · Full-time · Posted 2026-06-04

**Workplace:** on_site

**Department:** Customer Experience

## Description

-   Handle customer queries related to account opening, Service request, profile changes, app usage, transactions, cards, complaints, and any other that may be assigned from time to time.
-   Verify customer identity as per SBP and bank policies.
-   Log cases in Customer Relationship management (CRM) 
-   Escalate unresolved issues to supervisors or concerned departments.
-   Ensure strict compliance with AML, KYC, data privacy, and information security standards.
-   Maintain service quality KPIs including CSAT, FCR, AHT, and compliance scores.
-   Educate customers on self-service options and promote digital adoption.
-   Handle fraud-related queries and report suspicious activities as per fraud management SOPs.
-   Assist customers with digital onboarding, biometric issues, OTP verification, app security and other features.
-   Guide customers on password reset, device binding, and digital security best practices.
-   Ensure maker-checker compliance where applicable.
-   Follow call etiquette, professional communication standards, and confidentiality requirements.
-   Ensure adherence to call center security protocols including restricted access and no mobile phone policies.
-   Secure workstation practices
-   Participate in training, quality assessments, and knowledge base updates.
-   Handle escalated and sensitive customers with professionalism and empathy.
-   Support business continuity and disaster recovery processes when required.
-   Work in rotational shifts as per the scheduled 
-   Willingness to work on weekends and public holidays as per business requirements 
-   Adhere to the assigned shift schedule and take breaks strictly in accordance with bank policies and requirements.

-   Maintain strict confidentiality and compliance with the Bank’s security and data protection standards.
-   Perform duties and tasks assigned by the manager in line with bank requirements

## Requirements

-   1-2 years of experience in a call center, preferably in banking or fintech
-   Excellent communication and interpersonal skills.
-    Customer Centric approach 
-    Basic knowledge of banking products and digital platforms.
-    Proficiency in computer usage and CRM systems.
-    Ability to work in rotational shifts/Holidays/Weekend
-    Understanding of compliance and confidentiality requirements

## Apply

[Apply at HugoBank](https://apply.workable.com/hugobank/j/D5FA8555FC/apply)

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