Responsible for servicing the merchants in the specified area.Training of the merchants for POS usage.Download/Install and trouble shoot the POS terminals.Maintain the POS and Roll Inventory for the area.Daily update the inventory status and share with the Supervisor.Solicitation of new application (not as a mandate but need to grab the business opportunity).Responsible for opening the new venture or promotions with the merchant to increase the volume and transactions.Responsible for reviewing the activity of merchants, and maintain the productivity of merchants.Responsible for assisting merchants in resolving the disputes and chargebacks.Responsible for resolving the reconciliation issues which merchant may face.

Investigate complaints in light of the prevailing laws, regulations, and Bank’s internal policies and procedures. Identify fundamental cause of complaints and implement a reasonable and appropriate resolution in collaboration with other stakeholders such as Operations, Business, ADC, Finance, etc.Guide branch banking team regarding the provision of products and services and ensure customer satisfaction.Coordinate with member banks in order to provide applied PRCs (Proceed Realisation Certificate) to Meezan Bank’s customers.Provide guidance of specific instructions to customers for their remittances and deductions on response received from remitter bank or Meezan Bank’s remittance department. Calculate taxes in order to provide resolution (information or reversal) to filer and non-filer customers.Deal with NRP (Non-Resident Pakistani) RDA (Roshan Digital Account) customers, providing complaint resolutions and respond timely to their queries via emails. Process reversals to customer and close/re-open disputed cases accordingly while elaborating the rationale behind the closer/refusal of any complaint from Meezan Bank, Member Banks’, or other service providers’ end.Ensure cases arising in respect of SMS delivery, OTPs (One Time Passcodes), functionality of ATM cards, and other Meezan Bank’s application features are timely reported and resolved by IT. Conduct customer’s satisfaction survey for issues reported against branch banking or product services before closure of the case. Manage timelines for complaints investigation to ensure that reporting is performed on time and complaints are addressed in a timely manner.

Responding Customers queries generated from (Website, Phone Banking and Social Media).(ADC Campaigns, Retail banking and Consumer Finance).Maintaining Daily and Monthly MIS.Call Back Confirmation for AMIM, KAFALAH and Labbaik.Assist Transaction Monitoring Unit, ATM Monitoring Unit and Phone Banking.

Responsible for providing Pakistan International Airline customers information regarding Airline policies and parameters.Operating international software SABRE for reservation and ticketing.Made sure to maximize the customer satisfaction through phone call interaction.Responsible to make/change reservation, advising for reissuance and refund of ticket.Provide consultation to the passengers about traveling visa/ Document information.Launching complaints and general queries through telephone calls as well as thru e-mail and web chat.Responsible for promoting value added services and frequent flyer program known as “Award Plus Program” to PIA clients.Handling of Awards plus (Loyalty program).