Phone Banking Officer (Inbound/Outbound)

Raqami Islamic Digital Bank Ltd.; Karachi Division, Lahore; On-site; PKR 335,000 - 614,000; Full time

Job summary

Raqami Bank is seeking a Phone Banking Officer for our Call Center to handle customer inquiries, conduct outbound service calls, and ensure exceptional banking experiences while adhering to policies and compliance standards.

The role emphasizes accuracy, politeness, and a customer-centric approach in a fast-paced environment with rotational shifts.

Qualifications

• 1–2 years in Phone Banking, Call Center, or Customer Service.
• Banking/financial services experience is preferred.

Responsibilities

• Handle inbound calls and respond to inquiries about banking products and services.
• Conduct outbound calls for engagement, follow-ups, and campaigns.
• Resolve customer concerns and escalate complex issues when needed.
• Provide accurate information on accounts, transactions, and digital banking services.
• Document interactions and update records in the system.
• Aim to meet service quality, productivity, and satisfaction targets.
• Support cross-selling and awareness initiatives where applicable.

Skills

Customer service

MS Office

CRM systems

Verbal communication

Listening skills

Problem solving

Teamwork

Education

Bachelor's degree

Tools

CRM

Call handling systems

MS Office

Job description

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 elevate 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 Bank is an equal opportunity employer. We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed.

Last date to apply: October 30, 2026