Officer Complaint Management
Customer Service
FWB — Officer Complaint Management, apply by Aug 15
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First Women Bank Ltd (FWBL) is hiring an Officer for Complaint Management within its HR & Service Quality Division at Head Office, Karachi, reporting to the Unit Head Service Quality. The role acts as the primary contact for customer complaints, ensuring fair and timely resolution while upholding regulatory compliance and customer satisfaction standards.
Key responsibilities include receiving, logging, acknowledging, and tracking customer complaints across all channels (branch, call centre, email, website, social media); investigating complaints by coordinating with relevant departments and branches; ensuring resolution within the bank's service-level agreements and regulatory timelines, including CGHM reporting to SBP; maintaining accurate complaint records in the complaint management system; communicating status and resolutions to customers professionally; escalating complex or high-risk complaints to senior management; conducting root cause analysis and recommending corrective and preventive actions; monitoring complaint trends; and preparing daily, weekly, and monthly complaint management reports and dashboards.
Candidates should hold a minimum Bachelor's degree with 1-2 years of experience in Complaint Management, and be proficient in MS Office and related software.
Interested male and female candidates can apply online through the FWBL careers portal before the closing date of August 31, 2026.
Job Information
- Commission / Board
- FWB
- Place of posting
- Anywhere in Sindh
- City
- Karachi
- Postal Code
- 74200
- Domicile
- All Punjab Basis
- Age (Male)
- 18–35 years
- Age (Female)
- 18–35 years
- Last date
- 31 August 2026
Qualification Required
- Qualification: Minimum Bachelor's degree.
- Experience: 1-2 years of experience in Complaint Management
How to Apply
- Visit the FWBL careers portal at https://fwbl.com.pk/careers-form/ and complete the online application form for 'Officer Complaint Management'.
- Upload your updated CV/resume along with CNIC copy and educational/experience certificates.
- Review the detailed job description on the FWBL careers page before applying.
- Submit your application before the closing date of August 15, 2026.
- Only shortlisted candidates will be contacted for the next stage of the hiring process.
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