QNB3861 - Senior Associate - Corporate Customer Service (Qatarization)

QNB Group; Doha; On-site; QAR 55,000 - 85,000; Full time

Job summary

QNB Group is seeking a customer services professional to deliver excellent service at the branch, answer inquiries, and guide customers through banking procedures. You will promote the bank’s products and services to increase customer business and maintain strong relationships with clients.

The role emphasizes timely responses and proactive service. Ideal candidates have a Bachelor’s degree in a relevant field and are ready to contribute to a high-standards service culture at one of the Middle

Qualifications

• Bachelor's degree required in a relevant field.
• No years of experience required.

Responsibilities

• Provide efficient, friendly and quality service to customers; answer queries and guide customers through banking procedures.
• Market the Group's products and services to customers and encourage additional business.
• Attend to customer queries at the branch within target turnaround times and maintain strong customer relationships.

Skills

Customer service

Cross-selling

Communication

Education

Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology

Job description

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor's (A), Moody's (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Job Purpose Summary

The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group

Essential Duties & Responsibilities By Dimensions

• Shareholder & Financial:
• Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
• Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
• Implements KPI’s and best practices for Associate, Corporate Customer Services
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Customer (Internal & External):
• Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
• Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
• Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
• Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
• Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
• Internal (Processes, Products, Regulatory):
• Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
• Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
• Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
• Coordinate with tellers and branch operations staff on an "as is needed" basis to ensure smooth operations, and timely and friendly service delivery.
• Prepare CB MIS reports as and when required by RM, Sector managers or senior manager CB to ensure they have timely and accurate information available.
• Update and input customer information/data to ensure customer's status on System is current
• Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
• Refer to Manager, Customer Services for any unresolved queries on transactions handled.
• Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.
• Ensures compliance to internal service quality standards and compliance to audit requirements
• Learning & Knowledge:
• Possess working knowledge of branch customer service to carry out duties and responsibilities
• Identify related areas for professional development of self.
• Proactively identify areas for professional development of self and undertake development activities.

Education And Experience Requirements

• Bachelor's degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• No years of experience

Note: you will be required to attach the following:

• Resume/CV
• Passport
• QID
• Education Certificate
• Birth Certificate