General Banking Officer (OG-III) – Mobilink Microfinance Bank Ltd.

Department: Branch Operations

About the Role

The General Banking Officer (GBO) is responsible for delivering efficient customer service and executing day-to-day branch banking operations in line with approved policies, procedures, and service quality standards. The role involves handling customer transactions, account services, administrative controls, cash operations, and ensuring compliance with State Bank of Pakistan (SBP) and internal regulations.

Key Responsibilities

Customer Service & Branch Operations

• Ensure effective handling of customers and delivery of services as per defined service quality indicators.

• Manage customer queries and complaints, providing appropriate solutions within defined TAT.

• Guide walk-in customers and actively cross-sell bank products and services.

• Refer customers to appropriate banking services and representatives when required.

Account Management & Non-Financial Transactions

• Handle account opening and related processes, including:

  • Dormancy marking/removal

  • Stop payment marking/revoking

  • Account closures

  • SOA issuance

  • Loan account opening and closing

  • Deceased account marking/removal

  • Level migration for Core and JazzCash customers

• Perform all non-financial transactions accurately in accordance with SOPs.

• Participate in Gold Loan assessments.

• Prepare deceased customer refund cases and maintain proper records.

Cash & Teller Operations (Backup Role)

• Act as backup teller when required.

• Process cash deposits and withdrawals in compliance with Operations Manual.

• Ensure accurate cash sorting as per SBP Clean Notes Policy.

• Identify and report counterfeit notes.

• Process all cheque deposits, outward clearing instruments, and return markings.

• Ensure cash balancing at end of day (physical cash vs. T24 system).

• Maintain cash-related registers and reports including:

  • Teller Daily Cash Record

  • SBP Sheet

  • Vault Position & Average Sheet

• Ensure cash transfer between till and vault at start and end of day.

• Perform FT, TT, and clearing entries with accuracy.

Clearing, Instruments & Records Management

• Input clearing instruments and manage their return marking.

• Issue and destroy cheque books, banker’s cheques, and TDRs with proper balancing.

• Act as custodian of received cheque books and ATM cards and ensure secure delivery.

• Scan and upload SS cards on a daily basis.

• Review and reconcile sundry and suspense accounts regularly.

• Maintain all branch registers and records accurately and up to date.

Administrative & Compliance Responsibilities

• Verify fixed assets through annual physical checks and reconcile the fixed asset register.

• Act as custodian (along with another officer) of security stationery and ensure proper balancing.

• Own branch administrative support activities in coordination with CSM/BM.

• Act as custodian of allocated keys and stamps.

• Perform any other duties assigned by the Line Manager.

Eligibility Criteria

• Education: Bachelor’s degree from a recognized and reputable institution (relevant field).

• Experience: Minimum 2 years of relevant banking or branch operations experience.

About Mobilink Microfinance Bank Ltd. (MMBL)

Mobilink Microfinance Bank Ltd. serves over 48 million registered users, including 20+ million monthly active customers across Pakistan. Operating through a hybrid model that combines traditional microfinance with digital banking, MMBL has over 114 branches and 270,000+ branchless banking agents nationwide.

The bank offers a wide range of services including savings, MSME loans, housing finance, remittances, utility bill collections, mobile wallets, insurance, G2P, B2B, and B2P payments—playing a key role in advancing financial inclusion across Pakistan.

Why Join MMBL?

At MMBL, you will be part of an organization committed to innovation, teamwork, and a strong customer-centric culture. This role offers an opportunity to contribute to transformative change and help empower millions through accessible and inclusive financial solutions.