National Bank of Pakistan (NBP) is one of Pakistan's leading financial institutions, committed to supporting economic growth and sustainable development through innovation and customer-focused banking services. The bank is seeking talented, motivated, and career-oriented individuals to join its Operations team as Customer Service Representatives.

Department

Operations

Job Location

• Karachi
• Islamabad

Eligibility Criteria

Education

• Minimum Graduation (or equivalent) from a local or international university/college/institute recognized by the Higher Education Commission (HEC) of Pakistan.

Age Limit

• Maximum 30 years (as on the last date of application submission).

Experience

• Candidates with 1 year of call center experience will be preferred.
• Fresh graduates are also encouraged to apply.

Key Responsibilities

• Respond to inbound customer calls professionally and resolve queries related to accounts, cards, loans, and digital banking services.
• Escalate complex customer complaints to the relevant departments.
• Provide accurate information regarding banking products, services, and policies.
• Ensure compliance with Standard Operating Procedures (SOPs), scripts, and call handling guidelines.
• Perform international outbound calls where required.
• Conduct customer satisfaction and feedback surveys.
• Handle verification calls for transactions and product requests.
• Support customer operations during assigned shifts, including nights, weekends, and public holidays, to ensure uninterrupted service delivery.
• Promote banking products and ongoing promotional campaigns.
• Perform additional duties assigned by supervisors.

Required Skills & Competencies

• Customer-focused attitude with excellent problem-solving skills.
• High standards of integrity and professional ethics.
• Strong verbal communication and active listening abilities.
• Ability to handle high call volumes while maintaining speed, accuracy, and service quality.
• Strong teamwork and interpersonal skills.
• Professional and empathetic telephone etiquette.

Employment Terms

• Appointment will be on a contractual basis for 3 years, which may be renewed based on management discretion and organizational requirements.
• Selected candidates must serve at their initial place of posting for a minimum of three years. Requests for transfer during this period will not be entertained.

Important Instructions

• Only complete applications submitted before the closing date will be considered.
• Applications with incomplete or incorrect information may be rejected.
• Meeting the minimum eligibility criteria does not guarantee shortlisting.
• Only shortlisted candidates will be contacted for assessment tests, interviews, and further recruitment stages.
• No TA/DA will be provided for tests or interviews.
• The bank reserves the right to accept or reject any application without assigning any reason.

Equal Opportunity Employer

National Bank of Pakistan is an Equal Opportunity Employer and welcomes applications from all qualified individuals regardless of gender, religion, or disability.