Branch Service Assistant (Qatari & Children of Qatari mother)

Commercial Bank; Doha; On-site; QAR 60,000 - 90,000; Full time

Job summary

Commercial Bank seeks a Bank Service Associate to assist walk-in customers with Quick Service requests and promote digital channels to enhance the client experience.

The role involves managing busy branches, reducing wait times, and processing customer requests in line with SOPs, while supporting branch colleagues and ensuring branding standards are met.

Qualifications

• Experience in customer service or frontline banking is preferred.
• Ability to communicate clearly and assist customers efficiently.

Responsibilities

• Assist customers with service requests in Quick Service.
• Promote digital channels and improve client experience.
• Manage branch traffic and reduce wait times.
• Refer new business opportunities to branch CSAs.
• Process customer requests in line with SOPs and policies.
• Ensure branch branding and literature display meet criteria.
• Prepare timely department statements and reports.

Skills

Customer service

Communication

Education

Bachelor degree or equivalent

Job description

Job Summary

• The BSA will assist branch walk-in customers in fulfilling service requests that fall under the ‘Quick Service’ category. Quick Services include: Statement printing, QID updates, CIF updates, Card activation , IBAN letter issuance , delivery of Liability /Obligation/Clearance letters.
• Responsible for migrating customers to digital channels & enhancing the client experience.

Key Accountabilities

• Customer Assistance
• Customer oriented and service oriented.
• To proactively manage the traffic in busy branches and assist in reducing wait times
• Execute bank initiative by promoting and educating customer to use alternative banking channels (in order to drive profitability and optimization of services.
• Referring new business opportunities to branch CSAs.
• Accept and process customer requests and forward to branch officers for onward processing.
• Assist other staff and other duties entrusted by the superiors.
• Ensure compliance with Operating procedures/policies
• Ensure that the banks literature displays and branding in the branch meet bank criteria.
• Branch Process Facilitation
• Assist customer in fulfilling customer requests and follow internal SOPs/guidelines, while processing.
• Follow up and monitor status of customer applications to ensure they are within agreed service delivery standard
• Continuous Improvement: Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international leading practice’, improvement of business processes, cost reduction and productivity improvement.
• Policies, Systems, Processes & Procedures: Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Statements and Reports: Assist in the preparation of timely and accurate departmental statements and reports to meet CBQ and department requirements, policies and standards.
• Quality, Health, Safety, & Environment : Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of employees, quality of products/services and environmental compliance can be guaranteed.
• Related Assignments: Perform other related duties or assignments as directed.

Education

• Bachelor degree or equivalent