Associate Customer Service

Company: Full Time Qatar National Bank (QNB) Sector: Customer Services
  • Date Posted : September 3, 2024
  • Salary: Negotiable

About the job

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, 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.
  • 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.
  • 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
  • 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.

Education & Experience Requirements:

  • 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

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