Customer Service Representative (CSR)

Ghazanfar Bank is a fully-fledged Islamic bank in Afghanistan, providing comprehensive Shariah-compliant financial solutions to individuals, businesses, corporations and institutions. Since commencing operations in March 2009, the Bank has supported customers and commerce, guided by a commitment to Afghanistan’s economic development and the prosperity of its people. All products, services and operations adhere to Islamic Shariah principles under the oversight of the Bank’s Shariah Board.

The Bank places strong emphasis on sound corporate governance, prudent financial and risk management, and compliance with applicable regulatory requirements. Its commitment to international banking best practices, robust internal controls and operational integrity. Customer service, technology and continuous improvement remain central to delivering secure, reliable and accessible banking.

Ghazanfar Bank’s portfolio includes Islamic Mudarabah investment solutions, Shariah-compliant Murabaha financing, corporate banking, trade finance and bank guarantees. International services include SWIFT transfers, Western Union and Ria money transfers, alongside UZEX-related trade facilitation. GB Online, Mastercard debit cards, ATM services, payroll and cash management solutions further support customers’ evolving financial needs.

With branches and service points across Kabul, Mazar-e-Sharif, Herat, Jalalabad, Kandahar, Hairatan, Nayebabad, Pul-e-Khumri, Kunduz and Takhar, the Bank combines local market knowledge with digital capabilities to connect communities, support businesses and facilitate trade.

Through responsible Islamic banking and a long-term commitment to its customers, Ghazanfar Bank strives to strengthen trust, advance financial inclusion and enable sustainable growth contributing to a more resilient and prosperous Afghanistan.

1.  Fills up the account opening forms for the customers correctly & neatly.

2.  Enters all the details of the customer in the system to create Customer ID for the customer.

3.  Registers the Scan of customer’s photo and signature in the system.

4.  Prints ID card for the customers.

5.  Checks & Verifies the Client’s Signatures from the System where necessary.

6.  Verifies the available Account Balances.

7.  Attends to the Maker/Checker Procedure as required by the Bank.

8.  Opens different types of accounts for the depositor.

9.      Has knowledge of operation procedures & abides by the same.

10.  Explain details of all the facilities like internet/SMS banking/e-statement etc to the customers.

11.  Adopts all security measures as per the policy parameters of the Bank.

12.  Makes Sure that ID/Tazkera are checked and copies obtained where necessary.

13.  Attends to procedures related to cheque prior to clearing it.

14.  Issues cheque books to the customers.

15.  Provides best possible service to the customers.

16.  Makes transfer entries in the computer.

17.  Modifications in the customer Ids or accounts whenever requested by the depositors.

18.  Must be familiar with the Core Banking System and its use while attending to various types of transactions e.g. transferring and fixing the maturity dates of Fixed/Term Deposit etc.

19.  Must be familiar with transactions of both Islamic as well as Conventional banking.

20.  Reporting problems encountered to superiors immediately.

21.  To ensure that rules & regulations of the Bank, AML/KYC guidelines as well as Audit recommendations by the Internal Audit or DAB or the External Audit are followed in letter & spirit.

22.  To attend to any other matter that may not have been mentioned in this document but is advised by Head of Department.

Educational Qualifications

•Bachelor’s degree in Business Administration, Finance, Banking, Economics, or a related field.

•Certification in customer service, banking operations, or financial services (preferred but not mandatory).

Experience Required

•Fresh graduate or 1 years of experience in customer service, banking operations, or front-line banking roles.

•Experience in handling customer inquiries, resolving complaints, and processing routine banking transactions.

Competencies Required      

•Strong knowledge of banking products, services, and financial regulations.

•Excellent customer service, communication, and active listening skills.

•Ability to handle account inquiries, and basic financial services efficiently.

•Strong problem-solving skills and ability to handle customer concerns effectively.

•Understanding of KYC (Know Your Customer) and AML (Anti-Money Laundering) guidelines.

Personal Attributes

•High level of integrity, professionalism, and confidentiality.

•Friendly, approachable, and customer-focused attitude.

•Ability to multitask and work efficiently in a fast-paced environment.

•Adaptability to changing customer needs and banking trends.

leadership Capabilities

•Ability to build and maintain strong customer relationships.

•Proactive in identifying customer needs and suggesting appropriate banking solutions.

•Commitment to enhancing service quality and customer satisfaction.

•Ability to collaborate with internal teams to streamline processes and improve service delivery.

Applicants who meet the above requirements should submit their updated Curriculum vitae (CV)/Resume to (sr.recruitment-officer@ghazanfarbank.com)

Please Mention the position title and vacancy number in the subject of your E-mail otherwise your Email will not be considered. (CSR )

Note only shortlisted candidates will be contacted for further recruitment process.

Please note: Applicants who submit their CVs for this position must be original residents of Khost Province and currently residing in Khost Province. Only CVs of candidates who meet this requirement will be considered.

Submission E-mail

(sr.recruitment-officer@ghazanfarbank.com)