The National Institute of Banking and Finance (NIBAF) Pakistan successfully conducted the third batch of its Teller Certification Program for officers of the Bank of Azad Jammu and Kashmir (BAJK) on October 27, 2025. The three-day program, held at the Kashmir Council Secretariat Camp Office in Islamabad, aimed to strengthen participants’ understanding of ethics, personal grooming, and professional behavior within the banking environment.
The session was led by trainer and banking professional Mr. Usman Kamel, who delivered an in-depth module on “Ethics and Personal Grooming.” The training focused on instilling a culture of integrity and service excellence among bank tellers — who serve as the frontline representatives of financial institutions and play a vital role in shaping customer trust.
NIBAF’s Teller Certification Program is designed to develop skilled, customer-centric banking professionals capable of upholding ethical standards and operational efficiency. The program emphasizes personal conduct, appearance, communication skills, and workplace ethics, recognizing that these elements are as critical as technical expertise in ensuring smooth financial operations and building strong client relationships.
Throughout the three-day training, participants engaged in interactive discussions, role-playing sessions, and scenario-based exercises highlighting common workplace challenges faced by tellers. Topics included ethical decision-making in financial transactions, effective communication with customers, managing workplace stress, maintaining professionalism under pressure, and adhering to regulatory standards.
Trainer Usman Kamel underscored the importance of maintaining honesty and professionalism in every customer interaction. He shared practical insights on how tellers can contribute to an institution’s reputation by exhibiting strong moral judgment, empathy, and attention to detail. “A teller is often the first and most frequent point of contact for customers,” he remarked. “Their professionalism directly reflects the institution’s commitment to transparency, trust, and customer satisfaction.”
The program also focused on personal grooming and workplace etiquette, reinforcing the idea that appearance and behavior significantly influence customer perceptions. Participants were encouraged to cultivate habits that project confidence and reliability, aligning with the high service standards expected in the banking industry.
Officers from various BAJK branches attended the session, expressing appreciation for the opportunity to enhance their personal and professional competencies. Many highlighted how the training improved their awareness of ethical dilemmas and provided practical tools for resolving them with integrity and confidence.
The Teller Certification Program reflects NIBAF’s ongoing commitment to developing human capital within Pakistan’s banking sector. By offering specialized programs for different banking roles, NIBAF ensures that financial institutions such as BAJK continue to build a workforce equipped with both technical knowledge and ethical grounding.
The Bank of Azad Jammu and Kashmir, a key player in the region’s financial ecosystem, has been actively investing in employee development through continuous learning initiatives. This collaboration with NIBAF reinforces BAJK’s vision of promoting a culture of accountability, transparency, and customer-oriented service delivery.
In addition to enhancing teller-level operations, the program aims to improve customer experience and strengthen public trust in the banking system. It reflects the broader shift in Pakistan’s financial sector toward professionalism, ethics, and technology-driven transformation — all of which are critical to modern banking success.
As the country’s banking ecosystem evolves, such training programs are expected to play a pivotal role in nurturing the next generation of banking professionals who can adapt to emerging challenges while upholding the values that define sound financial service delivery.
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