ociate Customer Relationship Management QNB First - QNB

Established in 1964 as the countrys first Qatariowned commercial bank QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Groups 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 28000 serving up to 20 million customers operating through 1000 locations with an ATM network of 4300 machines.

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

Based on the Groups 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.

The incumbent is primarily responsible to support the Customer Relationship Managers in managing and servicing QNB First account holders including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in timely manner handling day to day queries from customer professionally and handling customer in the branch premises.

A. Shareholder & Financial:

• Ensure complete support to their respective Customer Relationship Managers in handling customer day to day queries complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivering to maximize customer profitability and customer acquisition.
• Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement purposes.
• Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.
• Implements KPIs and best practices for Associate Customer Relationship Management QNB First
• Promote cost consciousness and efficiency and enhance productivity to minimise cost avoid waste and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

• Ensures high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.
• Must follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
• Get involved with database management loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign
• Provide service excellence for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.
• Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customers issues and challenges.
• Provide information about suitable products and services offered by the Group and identify cross selling opportunities.
• Enhance the Groups image through proactive customerdriven servicing of their needs in support of the goal of exceeding customer expectations.
• To assist customers in all their queries on Banks product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turnaround time.
• Build and maintain strong/effective relationships with related departments/units to achieve the Groups objectives.
• Provide timely/accurate data to external/internal Auditors Compliance Financial Control and Risk when required.

C. Internal (Processes Products Regulatory):

• Work in shifts that are either morning plus evening or together within the approved timing as per the banks policies.
• Work with the QNB First Relationship Managers and other managers to identify gaps in the QNB First service.
• Work with the Customer Relationship Managers to solve problems that might arise from complaints and difficulties in customer communication.
• Fully manage the implementation of customer products services and applications based on the efficiencies and turnaround times as per QNBs published service quality.
• Assist customers in filling all required QNB documents such as various forms and applications as requested such as opening an account; applying for an ATM credit cards and checkbook; standing order instructions etc.
• Perform certain customer related tasks such as posting account opening customer data maintenance issue of balance/no liability certificates etc.
• Maintain QNB First customers personal information data and enquiry list undercontrol using tracking system(s).
• Maintain QNB First customer service area files database records registers and logs under control.
• Provide authorization requests and downloads as necessary to ensure smooth running of the daily work and to be updated on a regular basis.
• Refer to QNB First Management for any unresolved queries on transactions handled.

D. Learning & Knowledge:

• Possess working knowledge of customer relationship management to carry out duties and responsibilities.
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in professional field.

• Bachelor 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 required