Customer Service Officer

Bachelor's Degree   Afghanistan, Khost Full Time 524
Date Posted:Oct 18, 2020
Reference:HR 09/08/2020
Closing Date:Oct 24, 2020
Work Type:Full Time
Number of Vacancies:1
Functional Area:Banking,Customer Service
Salary Range:As per company salary scale
Years of Experience:2 Years
Contract Duration:Not specified
Extension Possibility:No
Contract Type:Permanent
Probation Period:3 months
Required Languages:Dari,Pashto,English

About Afghanistan International Bank:

Founded: 2004

Afghanistan International Bank (Incorporated in March 2004) is the first private bank in the country promoted by Asian Development Bank (ADB) and some of the prominent business houses of the country headquartered at Kabul. Within 15 years of commencing business the Bank has grown rapidly throughout the country. AIB believes in developing its people through continuous investment in training and giving larger opportunities to those who grow with the bank. With professional management team ensuring high standards of corporate governance and a professional work environment where every manager is committed to train and develop his people is what makes AIB an employer of choice.

Job Summary:

The purpose of the CSO is to achieve quality business growth for Bank’s branch within assigned territory. The responsibilities incorporate marketing and selling AIB banking products to existing and new customers.

Duties & Responsibilities:




Primary responsibilities for customer service operation:


a.      Opens and closes customer accounts:                                                                                     

-      Obtaining proper identification of customers in according to branches operating procedure.

-      Ensure that customer reviews and signs General Terms and Conditions applicable to the operation of the account.

-      Provides customers with all relevant account opening forms, including signature card.

-      Ensure that all account opening criteria are properly filled 

b.      Prepares files and ensures that completeness and those signatures are appended.

c.      Input all appropriate static data into the bank’s administrative system.

d.      Ensure new customers are issued bank customers card

e.      Follow the bank’s procedure for business license verification.

f.       Manage adequately all keys, deliverables, and customers files 


Provides the highest level of customer service in a positive, courteous and enthusiastic manner to employees, customers/clients and the community.


Promotes an Advisory Culture in all branch activities. Greets all customers promptly and shows a genuine interest in meeting their needs. Maintains customer as first priority in all interactions. Processes all customers efficiently and in accordance with standard operating procedures. Manages activities to ensure maximum customer service at all times. Communicates effectively both in writing and verbally with current and potential clients.


Maintains a strong working knowledge and adheres to all Bank’s Policies and Procedures, as well as all branch delivery policies, procedures, systems and programs used to serve customers and maintain efficient bank records.


Asks the right questions during customer interview to determine additional financial needs and which product solution is right for them.


Opens new accounts, and effectively cross sells banks products and services. Counsels customers within scope of authority. Responds to questions on complicated accounts. Refers more complex customer matters to branch management.


Participates in various marketing campaigns. Identifies internal and external business development opportunities.


Ensures security of branch and confidentiality of customer information as per the bank’s code of ethics.


Monitors changes in Bank policies, procedures, products, rates etc. Attends ongoing training and meetings as required.


Receive and respond to customer service account inquiries on account balances, transaction details, statements and fees and charges


Comply with all bank’s policies and procedures during process of customers transactions related to customer services, such transfer application, cheque process, and etc.


Perform customer visits/Site visits


Visits customers for the purpose of account opening.


Maintain adequate customers filing system in the branch.

Job Requirement:



-      Bachelor Degree

Relevant Experience

-      2 Years banking and finance experience

Skills & Competencies

-      Customer Service

-      Customer Service Relationship management

-      Effective communication skills

-      Fluent in English, Dari and Pushto

-      Data analysis skills

-      Problem solving skill

-      Negotiation Skills

-      Conflict management skill



Job Location:

Afghanistan, Khost

Submission Guideline:

Important Application Information:


AIB is committed to a diverse workforce and encourage all eligible local applicants, irrespective of gender, disability, culture, religious and ethnic backgrounds to apply.

Interested applicants need to visit website and apply online through the site.

Failure to comply with above guidelines or sharing incomplete information will lead to disqualification of your application.


Short-listed candidates whose applications respond to the above criteria will be contacted for written test and interview. If you did not receive a response within two weeks after closing date, it means you are not shortlisted


We are highly encouraging qualified and eligible disable candidates to apply.




Afghanistan International Bank (AIB) is an Equal Opportunity Employer