Associate Card Center Customer Service Qatarization - Qatar National Bank

The incumbent is mainly responsible assisting the Manager Card Center Customer Service to achieve the set objective and to provide efficient friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders & merchants the use of latest technologies (viz. chip card contactless mobile payments).

A. Shareholder & Financial:

• Act as a problem solver for cardholder and merchant by liaising the activities between branches and operations.
• Assist the Manager in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.
• Provide training to Customer Care Centre Branches and DSAs.
• Recommend change in card processing process to improve customer services reduce customer complaints and increase satisfaction level.
• Implements KPIs and best practices for Associate Card Center Customer Service
• 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):

• Responsible for sensitizing the department to the needs of the customer and lead the customer focus initiative in the entire department.
• Negotiate and finalize Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turnaround time which will also help increase external customer satisfaction.
• Build and maintain strong and effective relationship with the all other related departments and units to achieve the Groups goals/ objectives.
• Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
• Enhance relationships with VISA and MasterCard and other brand affiliates (including alliance partners for reward programs).
• 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):

• Responsible for resolving all customer queries related to card issuing or acquiring business.
• Avoid delay in responding to customers requests/call
• Carry out mystery shopping on competitor card products.
• Update comparative pricing structure for all Banks issuing cards in Qatar.
• Making sure that credit cardholders statements are delivered on time.
• Resolve the queries related to nonreceipt of card statements.
• Ensure that timely delivery of estatements for cardholders.
• Ensure that every cardholder receives SMS service.
• Compile and present relevant MIS on periodic basis for the Head of Cards GM Retail Banking and the Groups executive management.
• Conduct reviews of the various card products in use at periodic intervals and provide a feedback on their performance to the Head of Cards.
• Monitor and manage the daytoday relationships with external Direct Sales Agents (DSAs).
• Hold meetings with direct reports and assess their performance/ address their concerns as well as the Departments overall performance on a regular basis.

Lead the benchmarking process to determine the Groups standing visvis its competitors and give the Group a competitive edge in the credit cards business.

• Handle queries regarding requests for new/ renewed cards not yet issued received from branches/ other units or directly from the customers.
• Ensure consistent delivery of customer satisfaction and problem resolution either directly by card center staff of through liaison with other departments.
• Monitor performance against the agreed TAT as specified in internal SLAs.

D. Learning & Knowledge:

• Possess a good knowledge of the card & merchant acquiring business and its related risks together with a good knowledge of operations and controls.
• Identify areas for professional development of self and accordingly
• 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

• 
  Excellent oral and written communication skills (including report writing) in English and Arabic.
• Good interpersonal and presentation skills.
• Understanding of the relevant laws regulations and practices.
• Ability to make decisions and follow through with initiatives.
• Personal integrity and selfmanagement.
• Planning organising and analytical ability.
• Results oriented.
• Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.