User Guide

If you are a Registered Customer

If you are our registered customer you’ll be able to complete most of your day to day banking using our fast, efficient and easy to use automated services. Our automated services will let you take care of your day-to-day banking needs at any time and place that suits you. So there’s no need to line up in the queues.

    With our fast and simple automated services, you can:

  • Access your personal Current, Savings and Card accounts during the same call.
  • Check your balance and recent transactions.
  • Pay your UBL & Utility bills.
  • Request for a statement or a loan payment schedule by Fax / E-mail / or Post.
    • How it works

    • Call 111-825-888 whenever you need to manage your account.
    • Enter your CNIC, and four digits of your Telephonic Personal Identification Number (T-PIN).
    • Choose the service you want from the options given.
    • Lines are open 24 hours a day, seven days a week.
    • How to Register

    • To make the most of our Contact Center services you are required to have 4 digit Telephonic Personal Identification Number (T-PIN). If you don’t have a T-PIN, you can call us on 111-825-888 and one of our Contact Center officer will help you to generate it on the call.

    • In order to get registered for availing services you are required to call from your registered number.
    • You’ll be asked to provide your CNIC/Account Number/Card Number.
    • You’ll then be asked to give your verification and after successful verification your call will be transferred on IVR and it will ask you to enter your 4 digit T-PIN of your choice once accepted system will ask you to re-enter the same selected T-PIN of your choice.

    • If you are not a Registered Customer

      If you don't have your Personal Identification Number (T-PIN), at UBL Contact Center you can also speak to our Phone Banker at a time that suits you, 24 hours a day, 7 days a week. Just select in our automated service (IVR) what you want to speak to the phone banker about and our automated service will then transfer you to one of our friendly, phone banking officer. To respond more precisely to the query we have split our phone banking officer in three major campaigns.

      General/Inquiry Campaign 

      If you have any inquiry or you are seeking for any sort of information your call will be catered at this campaign.Nature of the calls handled at this campaign is either Inquiry or Service Request.

        Financial Services Campaign – You have to press 1 after language selection, activities like Card Activation, De-activation, PIN generations, Bill Payments etc. are catered at this campaign.

      Complaint Node – Registration of complaint or inquiry related to already logged complaint is catered at this campaign.

      Automated Voice Service

      Interactive Voice Response system menu layout

      Our state-of-the-art system will offer you a higher level of confidential banking by phone and enable you to carry out transactions on your own by means of telephonic keys.

      Your step-by-step guide to our automated voice service.

      1. Dial UBL Contact Center on 111-825-888.

      2. Request your desired language by pressing the relevant digit on your telephone 1 for Urdu or 2 for English.

      3. For self-service transactions choose number 2 on the main menu.

      4. The automated system will ask you to verify yourself. Enter your CNIC number followed by your 4-digit T- PIN.

      5. For self-service transactions, inquiries, and general information choose from numbers 1 to 6 on the service menu.

      6. When you have made your selection, simply follow the voice prompts to complete your request.

      7. The automated voice system will repeat your transaction or inquiry details, so that you have a chance to accept or reject the details.

      IVR Quick reference

      Main menu

      Press 1  if you want to Activate/Block your cards or PIN.

      Press 2  for IVR Self Services.

      Press 3  if you have a complaint.

      Press 4  for Product Commentary & Brochure Fax back.

      Press 5  for IVR Help Directory.

      Press 6  for Application Status.

      Service Menu

      Press 1 for Credit Cards.

      Press 2 for Branch Banking.

      Press 3  for UBL Omni.

      Press 4 to know the details of loan accounts.

      Press 5 for bill payment and Funds transfer.

      Press 6 for T-PIN Change.

      Feature Dial

      You can interrupt the automated service at any time by choosing from these options:

      Feature

      Dial

      Contact a hone banking officer

      0

      Service Menu

      8

      Return to the Main Menu

      9

      Return to the Previous Menu

      *