Tahir Imam
Multan,Pakistan
Summary
Results-driven banking professional with over five years of experience in retail banking, trade finance, and customer support across Pakistan, Cambodia, and Sri Lanka. Proven expertise in handling branch-level operations, account management, and cross-border financial documentation. Adept at delivering high-quality customer service in fast-paced, multicultural environments, including fintech outsourcing for leading Asian brands. Strong understanding of compliance, KYC, and regulatory protocols, coupled with analytical skills to drive operational efficiency. Known for adaptability, integrity, and a consistent commitment to process excellence and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Executive
Port City BPO
Port City Colombo
07.2025 - Current
- Provided end-to-end customer support services for international fintech partners, including brands such as PayMaya (Philippines), GCash (Philippines), MoMo (Vietnam), and Paytm (India).
- Handled inbound and outbound communications across chat, email, and voice platforms, resolving financial queries related to digital payments, account verification, transaction tracking, and wallet services.
- Worked closely with partner teams to ensure seamless support operations aligned with service level agreements (SLAs) and compliance standards.
- Assisted in onboarding users, KYC validation, and real-time issue resolution using CRM and fintech-specific tools.
- Monitored support performance metrics and utilized customer interaction data to identify service gaps, customer behavior trends, and opportunities for improvement.
- Collaborated with internal teams to escalate and resolve complex financial issues, fraud checks, and technical escalations.
- Created weekly reports on customer feedback, support resolution times, and complaint trends to aid in operational analysis and process optimization.
- Ensured all communication met regulatory requirements and internal data security protocols, especially for finance-related operations.
Trade Finance Consultant
Euro Exim Bank Cambodia
Port City
07.2024 - 06.2025
- Delivered comprehensive customer support in the Trade Finance department, contributing to improved client satisfaction and operational efficiency.
- Assisted freelance agents in preparing, reviewing, and processing trade documentation, ensuring compliance with international banking standards.
- Collaborated with clients and agents across Cambodia and other ASEAN countries, facilitating smooth cross-border transactions and effective communication.
- Gained practical experience in both customer-facing and back-office functions, supporting trade operations and documentation handling.
- Strengthened coordination between front-line staff and operational teams, streamlining workflows and reducing processing delays.
Operations Officer
United Bank Limited Pakistan
Multan
10.2021 - 06.2024
- Managed front-desk operations within Retail Banking Group to ensure efficient branch-level transaction handling.
- Oversaw account opening processes for individuals and businesses, ensuring compliance with regulatory and KYC requirements.
- Processed and monitored high-volume cash and non-cash transactions with accuracy and timeliness.
- Maintained detailed customer records and transaction logs, upholding confidentiality and data protection standards.
- Resolved client queries related to accounts and banking services, enhancing overall customer experience.
- Coordinated with internal departments for effective transaction processing and regulatory reporting.
- Trained new staff on branch operations and compliance protocols, promoting operational excellence.
- Consistently exceeded performance benchmarks for transaction accuracy, service time, and customer satisfaction.
Branch Services Officer
Al Baraka Bank Pakistan Ltd.
Muzaffargarh
11.2018 - 09.2021
- Handled daily cash-based transactions including deposits, withdrawals, fund transfers, and utility bill payments, maintaining speed, accuracy, and compliance.
- Ensured proper verification, authorization, and documentation of all cash-related operations as per internal controls and banking regulations.
- Maintained accurate cash balances and reconciliations at branch level, minimizing discrepancies and ensuring audit readiness.
- Prepared and maintained transaction records, customer receipts, and regulatory documents with high attention to detail.
- Provided front-desk customer support, resolving basic banking queries and enhancing service quality.
- Supported internal audits and compliance checks by ensuring proper record-keeping and transaction transparency.
Education
M.com - Finance
Institute of Southern Punjab Multan
Multan, Pakistan03-2022
ADP - Accounting and Finance
Institute of Southern Punjab Multan
Multan, Pakistan09-2018
Skills
- Cash Handling & Transaction Management
- Retail & Branch Banking Operations
- Account Opening & KYC Compliance
- Trade finance documentation (LCs, BGs, inward/outward remittances)
- Customer query resolution (voice, email, chat)
- Fintech Product Support (Wallets, Payments, Transfers)
- Multilingual customer service (cross-cultural)
- Process improvement and support reporting
- Operational data monitoring (daily/weekly reports)
- Team collaboration and cross-department coordination
Languages
English (Fluent Bilingual), Hindi (Native)
References
Will be paid on demand.
Accomplishments
- Gold Medalist – Master of Commerce (M.Com)
Institute of Southren Punjab , 2023
Awarded for securing highest academic distinction in the graduating class.
Certification
- Certified Tax Practitioner – Pakistan Taxation by FBR
Institute of Corporate and Taxation – 2023
Certified in Pakistani tax laws, return filing procedures, tax advisory, and regulatory compliance for individuals and small businesses.
Affiliations
- Public speaking and debating active participant in university-level debates and speech competitions, secured 2nd position at district-level Punjab Youth Festival 2015
- Community development advocate volunteer in awareness campaigns focused on education and financial literacy in underdeveloped areas of Punjab
- Professional growth and learning regularly attend webinars, workshops, and online courses related to finance, taxation, and business management
- Cross-cultural collaboration engaged in multicultural teams while working in Cambodia and Sri Lanka, gaining insight into diverse workplace cultures and communication styles
- Guest speaker at Nerd Night Phnom Penh delivered multiple talks on topics related to finance, technology, and professional development at this popular community event fostering knowledge sharing and networking among professionals and enthusiasts
Languages
Urdu
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Customer Support Executive
Port City BPO
07.2025 - Current
Trade Finance Consultant
Euro Exim Bank Cambodia
07.2024 - 06.2025
Operations Officer
United Bank Limited Pakistan
10.2021 - 06.2024
Branch Services Officer
Al Baraka Bank Pakistan Ltd.
11.2018 - 09.2021
M.com - Finance
Institute of Southern Punjab Multan
ADP - Accounting and Finance
Institute of Southern Punjab Multan
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