ociate Customer Service - 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 mainly responsible for providing efficient friendly and quality service to customers; answering queries providing information and guiding customers through various banking procedures; marketing the Groups products and services and encouraging customers to increase their business with the Group.

A. Shareholder & Financial:

• Proactively market the Groups 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 KPIs and best practices for Associate Customer Services
• 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.

• Enhance the Groups image through proactive customerdriven 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.
• Crosssell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
• 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):

• 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.
• Receive loan applications from customers and prepare the corresponding loan agreements prepare Foreign Bills for Collection (FBC) requests check dormant accounts and approve customers signatures.
• 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

D. 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.
• 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