Customer Service Standards

The Bank of Khyber SERVICE QUALITY STANDARDS

Sr# Nature of Service Transaction Turn around time Cut Off timing
1

New Account Opening request (medium to low risk)

1 hour for each account (all accounts Opening requests received in one day shall be opened in the same day*

Cut Off: 5:00pm

2

New Account Opening request ( High Risk) Urban area branches

3-5 Business days

Cut Off: 5:00pm

3

New Account Opening request ( High Risk) Remote area branches

6-7 Business days **

Cut Off: 5:00pm

4

Account Closing request

  • 25-30 minutes (Current account)
  • 30-40 minutes(Saving account)

Cut Off: 5:30 pm

5

Statement issuance request at branch

10 minutes

Cut Off: 5:30 pm

6

Cheque Book issuance request

  • New Accounts: 3 -5  Business Days
  • Existing Accounts: 3- 5 Business Days

Cut Off: 3:00pm

 

7

ATM Card issuance

15-20 Business Days

Cut Off: 5:30 pm

8

ATM Replenishment

15-20 Minutes

Cut Off: 5:30 pm

9

Customer Record Updation

20 -30 Minutes

Cut Off: 5:15pm

10

Utility Bill Payments Request

5-10 Minutes

Cut Off: 5:30 pm (In case of Saturday banking cut off will be 1:30 pm)

11

Balance/Reference Certificate Request

15-20 Minutes

Cut Off: 5:30 pm

12

Stop Payment Request

10-15 Minutes

Cut Off: 5:30 pm

13

Account Activation / Dormancy Removal Request

25-30 Minutes

Cut Off: 5:15pm

14

Tax Certificate Issuance Request

25-30 Minutes

Cut Off: 5:30 pm

15

Local Clearing

2 Business Days

Cut Off: 5:00pm

16

Outward Bills for Collection (OBC) processing

2-3 Business Days

Cut Off: 5:00pm

17

Term Deposit Reciept (TDR)/Riba free Certificate (RFC)Issuance/ Rollover

25-30 Minutes

Cut Off: 5:15pm

18

TDR/RFC Encashement

15-20 Minutes

Cut Off: 5:15pm

19

TDR premature Encashment

25-30 Minutes

Cut Off: 5:15pm

20

RFC premature Encashment

3-4 Business days

Cut Off: 5:15pm

21

Pay Order/SDR/CDR/ Call Deposit/ Payslip issuance

15-20 Minutes

Cut Off: 5:30 pm

22

Pay Order/SDR/CDR/ Call Deposit/ Payslip Encashment

15-20  Minutes

Cut Off: 5:30 pm

23

Duplicate Instrument Issuance

3- 5 Business days

Cut Off: 5:00pm

24

Outward Bills for Collection (OBC) processing

2-3 Business Days

Cut Off: 5:00pm

25

Inward Bill for collection (IBC)

  • To be sent to related bank's branch on same day
  • On receipt of IBC it is to be presented on the same day

Cut Off: 5:15pm

26

Local Currency Demand Draft issuance

15-20 Minutes

Cut Off: 5:15pm

27

Real Time Gross Settlement(RTGS)

25- 30 Minutes

Cut Off: 2:30pm

28

Telegraphic Transfer (TT)

20-30 Minutes

Cut Off time  5:15 pm

29

Foreign Telegraphic Transfer

20-30 Minutes

Cut Off time  2:00pm

30

Foreign Currency Demand Draft issuance

15-20 Minutes

Cut Off: 2:00pm

31

Locker Operations

Entertain customer within 15 minutes ( incase the locker is vacant)

Cut Off: 5:30 pm

32

Cash Withdrawal

7-12 Minutes

Cut Off: 5:30 pm (In case of Saturday banking cut off will be 1:30 pm)

33

Cash Deposit

15-20 Minutes***

Cut Off: 5:30 pm (In case of Saturday banking cut off will be 1:30 pm)

34

Online Transaction (Normal) processing

15-20 Minutes

Cut Off: 5:30 pm (In case of Saturday banking cut off will be 1:30 pm

  • In case of all formalities are complete and no discripency is found.
  • Provision may be there in case of exceptions
  • Provision may be there incase of bulk receipts or High volume of small demoniationsz

News

BOK Signs MOU with Atlas Honda

On March 29, 2017 “The Bank of Khyber” and “Atlas Honda Ltd” signed MOU for extending  financing facility to Govt /Semi Govt. employees and BOK customers for purchase of Honda...

BOK Earns Record Rs.2 Billion PAT in 2016 & Announces 15% Cash Dividend

Islamabad: The Bank of Khyber (BOK) operational performance demonstrated record improvement in all areas for the year 2016. The Bank managed to post Profit after tax of Rs.2.020...

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