Customer Service Specialist
Nuclera
Full time
Customer Service Specialist
Hugobank· Operations
About this role
- 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
- 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
Frequently Asked Questions
Is the salary disclosed for the Customer Service Specialist position at Hugobank?
The salary for this Customer Service Specialist role at Hugobank is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Service Specialist position at Hugobank located?
This Customer Service Specialist role at Hugobank is based in Karachi, Sindh, Pakistan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Service Specialist role at Hugobank full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Service Specialist role in the Operations department at Hugobank.
Which team or department does the Customer Service Specialist at Hugobank belong to?
This Customer Service Specialist position is part of the Operations department at Hugobank. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service Specialist position at Hugobank?
Click the "Apply Now" button on this page. You will be redirected to Hugobank's official application portal hosted on workable where you can submit your application directly.
When was the Customer Service Specialist job at Hugobank posted?
This Customer Service Specialist position at Hugobank was posted on Jun 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service Specialist
Hugobank
You'll be redirected to Hugobank's official application page on workable.