Officer Corporate Customer Service Qatarization - Qatar National Bank
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Job Description
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 Officer Corporate Customer Services
- Promote cost consciousness and efficiency and enhance productivity to minimise cost avoid waste and optimise benefits for the bank.
B. Customer (Internal & External):
- Enhance the Groups image through proactive customerdriven servicing of their needs in support of the goal of exceeding customer expectations.
- Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
- Attend and resolve 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.
- 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 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 scan 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.
- Monitor the service standards operational in the branch and look for creative ways to improve service delivery.
- Ensure 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.
Diploma 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.
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Employment Type
Full Time
