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

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