Customer Services Officer (CSO)

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

1.Checks the account opening forms filled up by the CSR for the customers & ensure that it is correctly & neatly filled up.

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

3.Authorize the scanned photo & signature of the customer uploaded in the Oracle system.

4.Prints /Authorizes Id card for the customers.

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

6.Verifies the available Account Balances of the customer.

7.Does the Posting/ Authorization in the Customer’s Accounts through Oracle system as per authorized limit.

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

9.Opens / Authorizes different types of accounts for the depositor.

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

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

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

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

14.Attends to procedures related to cheques prior to clearing it.

15.Issues cheque books to the customer.

16.Provides best possible service to the customers.

17.Authorizes /makes transfer entries in the computer.

18.Does /Authorizes editing/modifications in the customer Ids or accounts whenever requested by the depositors.

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

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

21.Reporting problems encountered to superiors immediately.

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

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

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

Experience Required

•2-4 years of experience in customer service, banking operations, or front-line banking roles.

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

•Prior experience with core banking systems

Competencies Required

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

• Excellent customer service, communication, and problem-solving skills.

• Proficiency in banking software and digital banking solutions.

• Strong interpersonal skills and ability to handle high-pressure situations.

• Sound knowledge of KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.

Personal Attributes

• High level of integrity, professionalism, and confidentiality.

• Strong active listening and problem-resolution abilities.

• Ability to multitask and manage time effectively.

• Adaptability to changing customer needs and banking trends.

leadership Capabilities

• Ability to build and maintain strong customer relationships.

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

• Commitment to enhancing service quality and customer satisfaction.

• Ability to collaborate with internal teams to improve branch operations.

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. (CSO in Khost)

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.