CSR/ IT Assistant

About the Company

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.

Job Summary

Customer Service Representative (CSR)
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 Auditor 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. 

ITAssistant
1.       Installing and configuring computer hardware operating systems 
and applications.
2.       Monitoring and maintaining computer systems and networks 
smooth performance.
3.        Designing and configuring of branches complete network including 
network cabling and security camera cabling and fixing of connector and 
connectivity issues.
4.        Troubleshooting system and network problems and diagnosing 
and solving hardware/software faults.
5.        Monitor Primary Link and Backup Link of Branch with Head 
Office continuously and document any downtimes with its date, time and 
cause.
6.        Contact with Link Service Providers regarding any downtimes over e-mail as well as telephone for soonest possible resolution of issue.
7.        Keep head office Network, System and CCTV Section inform of any incidences related to these sections on time and without failure.
8.        Replacing parts of IT equipment of Branch whenever needed based on guidance and training provided by Head Office IT Technician.
9.        Providing support to all branch staff while keeping and maintaining procedural documentations

10.    Prepare and maintain Network Topology, CCTV and Physical Topology of the Branch.
11.    Maintain Branch related users and password documents in protected file and complex format. Also advising Branch staff in regards to Password Policy.
12.    Responding within agreed time limits to call-outs for any support.
13.    Working continuously on a task until completion (or referral to third parties, if appropriate) and ensure work quality.
14.    Maintain professional communication skill and highest behavior.
15.    Prioritizing and managing many open cases at one time.
16.    Testing and evaluating new technology.
17.    Installation and power checking of Security Camera Power Adapter
18.    Maintain detail documentation of major changes and events in branch level and take notes of any major events with date and time.
19.    Make sure Branch Visit Forms, Data Center Access Log Sheets, Support Case registration Log sheet and any forms are maintained update.
20.    Strictly follow Policy and Procedure of IT.
21.    Be able to view, playback DVR Recordings and take backups from camera recordings.
22.    Installation of Security Cameras and Sound Systems with its 
cabling.
23.    DVR Hard Disk replacement and formatting.
24.    Frequent cleaning of IT equipment (CPU, UPS, Camera, Power Adapter, Printer, etc).
25.    Basic administration and installation of Attendance Machines.
26.    Monitor IT Room Air Conditioning, Cleanness and safety and security.
27.    Record any entrance to IT Room in Access Log sheet as well as Record issues in Support Log Sheet.
28.    Sending CCTV &System, Daily and Weekly report as well as Network Monthly report to related section heads on time.
To attend to any other matter that may not have been mentioned in this document but advised by direct line manager orIT manager.

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).

• Bachelor’s degree in Computer Science, Information Technology, or

a related field.

• Professional certifications such as CompTIA IT Fundamentals,

Microsoft Certified IT Professional (MCITP), or equivalent are

preferred

·

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

Submission guidelines

Applicants who meet the above requirements should

submit their updated Curriculum vitae (CV)/Resume to ( [email protected] )

Please Mention the position title and vacancy number in the subject

of your E-mail otherwise your Email will not be considered. (CSR / IT Assistant)

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 Kandahar Province and currently residingin

Kandahar Province . Only CVs of candidates who meet this requirement

will be considered.