Welfare Services Coordinator - Front Desk & Compliance

Social Welfare &; Lahore; On-site; PKR 60,000 - 80,000; Full time

Job summary

Social Welfare & Bait ul Maal seeks a Customer Service Representative (BS-16) to serve as the primary interface with citizens seeking social protection assistance. The role manages front-desk operations, logs queries in CMS and the Beneficiary MIS, and verifies CNIC data with NADRA to determine scheme eligibility.

The incumbent guides applicants per policy guidelines, resolves complaints, and coordinates with district offices for timely disbursement while maintaining confidentiality and service

Qualifications

• Front-desk operations and greeting visitors in a government service setting.
• Accurate data entry into MIS for beneficiary records and scheme enrollment.
• Ability to guide applicants using policy guidelines and public service standards.
• Handling confidential beneficiary information with discretion and integrity.

Responsibilities

• Receive and register walk-in applicants using the Queue Management System and verify identity documents against NADRA database for scheme eligibility.
• Process applications for Zakat, Bait-ul-Maal, and provincial welfare programs by entering data into the Beneficiary Management Information System.
• Resolve citizen complaints logged through CMS, Pakistan Citizen Portal, and direct visits within turnaround time.
• Prepare daily/weekly/monthly performance reports on intake, disposition, and fund utilization for senior management.

Skills

Customer service

Communication

Data entry

Policy guidance

Citizens' charter understanding

Tools

CMS

Beneficiary MIS

QMS

Job description

Social Welfare & Bait ul Maal seeks a Customer Service Representative (BS-16) to serve as the primary interface with citizens seeking social protection assistance. The role manages front-desk operations, logs queries in CMS and the Beneficiary MIS, and verifies CNIC data with NADRA to determine scheme eligibility.

The incumbent guides applicants per policy guidelines, resolves complaints, and coordinates with district offices for timely disbursement while maintaining confidentiality and service