Career Opportunity at the National Bank of Pakistan (NBP): Join as a Complaint Registration & Processing Officer – SBP
The National Bank of Pakistan (NBP), commonly known as “The Nation’s Bank,” is dedicated to supporting the financial well-being of Pakistan while promoting sustainable growth and inclusive development. With an extensive local and international network, NBP plays a vital role in the socioeconomic progress of the country. As part of its continuous transformation to become a future-ready, agile, and sustainable institution, NBP is seeking qualified, experienced, and dedicated professionals to join its President’s Secretariat in Karachi.
One of the current openings is for the position of Complaint Registration & Processing Officer – SBP (OG-II / OG-I), a role designed to streamline and improve the bank’s complaint management process. If you have the required qualifications, experience, and skill set, this could be an excellent opportunity to make an impact in a prestigious institution.
Position Overview
Position Title: Complaint Registration & Processing Officer – SBP
Location: Karachi (President’s Secretariat)
Reporting To: Wing Head – Complaint Management Wing
Employment Type: 3-year contractual basis, renewable at the bank’s discretion
This role is integral to the bank’s efforts to enhance customer satisfaction and ensure efficient complaint handling, especially through the State Bank of Pakistan’s (SBP) online complaint portal.
Eligibility Criteria
Educational/Professional Qualifications:
- Minimum graduation or equivalent degree from a recognized university (local or international, approved by HEC).
- A master’s degree or any additional relevant certification(s) will be an advantage.
Experience:
- Minimum of 3 years of banking experience.
- At least 1 year of experience in complaint management, service quality management, or customer service management.
Skills and Competencies:
- Excellent Communication Skills: Ability to communicate clearly and effectively with customers and internal teams.
- Customer Service: Strong customer handling skills to ensure customer concerns are addressed properly.
- Task Prioritization: Ability to prioritize and complete tasks within set timelines.
- Proficiency in MS Office Suite: Familiarity with MS Word, Excel, and other MS Office applications is essential.
Key Responsibilities
The Complaint Registration & Processing Officer – SBP will perform a range of duties to ensure effective complaint handling and resolution. Some of the main responsibilities include:
- Complaint Registration:
- Register complaints received through the SBP online complaint portal (Sunwai), email, or letters.
- Verify whether the complaint is already registered in the Complaint Management System (CMS) to avoid duplication.
- Complaint Management:
- Record complaint details, including the complainant’s CNIC, contact information, complaint category, product type, etc.
- Identify complaints that require priority attention and notify the relevant resolution department.
- Acknowledgment and Tracking:
- Send complaint acknowledgment to complainants via SMS, email, or letter, including a tracking number.
- Maintain records/MIS of complaints to keep an auditable trail for future reference.
- Monitoring and Follow-up:
- Monitor complaint timelines (TAT) daily, ensuring follow-up with resolution offices for timely updates and closures.
- Liaise with relevant teams to manage the SBP online complaint portal (Sunwai) effectively and efficiently.
- Escalation and Reporting:
- Escalate complaints that are breaching or likely to breach the TAT to the relevant resolution office and Unit Head.
- Generate daily MIS reports of registered and closed complaints for the Unit Head.
- Anomaly Detection:
- Identify any unusual patterns or trends in complaints and report them to the Unit Head for corrective action.
- Additional Responsibilities:
- Handle reminders from complainants and forward them to the relevant resolution office for further follow-up.
- Perform any other tasks as assigned by supervisors to support the complaint management process.
Assessment Process
Candidates meeting the eligibility criteria will be shortlisted and invited for an assessment test and/or panel interview. It’s important to note that only those who strictly fulfill the criteria will be considered for further stages of the selection process.
Why Join NBP?
The National Bank of Pakistan is one of the largest and most reputable banks in the country, offering a stable and rewarding work environment. As part of the bank, you’ll have the chance to work on impactful projects that contribute directly to customer satisfaction and service quality improvement.
How to Apply in National Bank Of Pakistan (NBP) Jobs 2024
- Visit Sidat Hyder’s Career Portal.
- Follow the instructions and complete your online application.
- Ensure that all required documents are submitted online within 10 working days from the date of the advertisement.
Important Notes:
- No travel or daily allowance (TA/DA) will be provided for tests or interviews.
Equal Opportunity Employment
National Bank of Pakistan is an equal-opportunity employer and encourages applications from qualified individuals, regardless of gender, religion, or disability. This inclusive approach reflects NBP’s commitment to diversity and fair employment practices.
Conclusion
This role at the National Bank of Pakistan offers a unique opportunity for experienced banking professionals to make a meaningful contribution to one of the country’s largest banks. If you have the skills and experience to handle customer complaints effectively and ensure top-quality service, consider applying for the Complaint Registration & Processing Officer – SBP position.
Take advantage of this opportunity to grow with NBP and make a difference. Visit the NBP career portal to apply today!
