Job Description

Department: Branch Operations
Grade: OG-II
Positions Available: 1

Role Overview

The General Banking Officer (GBO) is responsible for delivering efficient customer service and executing branch-level banking operations in accordance with bank policies and regulatory requirements. The role involves handling account-related processes, non-financial and financial transactions, customer facilitation, administrative support, and ensuring operational accuracy while maintaining a customer-centric service environment.

Key Responsibilities

Provide effective and efficient customer service in line with defined service quality standards and KPIs.
Work across all operational segments of the branch at inputter/maker level.
Handle account opening and maintenance activities including dormancy marking/removal, stop payment marking/revocation, account closures, SOA issuance, loan account opening and closing, deceased marking/removal, and level migration for Core and JazzCash customers.
Participate in Gold Loan assessments and preparation of deceased customer refund cases with proper record maintenance.
Manage customer queries efficiently and take proactive steps to achieve assigned service indicators.
Perform all non-financial transactions accurately in accordance with SOPs.
Guide walk-in customers and actively cross-sell bank products and services.
Prepare operational and service-related reports for submission to CSM and Head Office.
Conduct annual physical verification of fixed assets and reconcile the fixed assets register.
Act as custodian of security stationery and ensure proper balancing in coordination with relevant officers.
Provide administrative support to the branch in liaison with CSM and Branch Manager.
Handle customer complaints and provide appropriate solutions within defined turnaround time (TAT).
Maintain and update all registers and records, including sundry and suspense account reconciliation.
Perform daily scanning and uploading of SS cards.
Input clearing instruments, manage return marking, and handle issuance/destruction and balancing of cheque books, banker’s cheques, and TDRs.
Act as custodian of cheque books and ATM cards and ensure delivery and record maintenance as per SOP.
Serve as backup teller when required and ensure compliance with SBP Clean Notes Policy.
Process cash deposits and withdrawals in line with operational manuals and regulations.
Identify and report counterfeit currency notes.
Process outward clearing instruments accurately and manage inter-teller cash exchanges.
Ensure timely cash transfer between till and vault at start and end of day.
Execute all fund transfers (FTs), telegraphic transfers (TTs), and clearing entries accurately.
Balance physical cash with system records (T24) at day-end.
Maintain cash balancing registers and prepare daily cash reports including Teller Daily Cash Record, SBP sheets, vault position, and average sheets.
Act as custodian of allocated keys and stamps.
Perform any other duties assigned by the Line Manager.

Eligibility Criteria

Bachelor’s degree from a reputable institution in a relevant field.
Minimum 2 years of relevant banking or branch operations experience.

About Mobilink Microfinance Bank Ltd. (MMBL)

Mobilink Microfinance Bank Ltd. serves over 48 million registered users, including 20+ million monthly active customers across Pakistan. Operating a hybrid model of traditional microfinance and digital banking, MMBL has 114+ branches and 270,000+ branchless banking agents nationwide. The bank offers savings, MSME and housing loans, remittances, utility bill collections, mobile wallets, insurance, and G2P, B2B & B2P payment solutions—playing a key role in advancing financial inclusion.

MMBL promotes a positive and inclusive workplace culture built on innovation, collaboration, teamwork, and a strong customer-first mindset.

Why Join MMBL?

This is an excellent opportunity for individuals passionate about customer service and financial inclusion. Join a forward-thinking organization committed to empowering communities and enabling growth through digital and microfinance solutions.