QNB- Associate QNB First Customer Service; Qatarization

QNB
3342 - Associate QNB First Customer Service (Qatarization)

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3342 - Associate QNB First Customer Service (Qatarization) role at QNB Group

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s 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 Group employs more than 28,000 people, serves up to 20 million customers, operates 1,000 branches, and maintains an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest-rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also received many awards from leading international specialised financial publications and is the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

The incumbent is primarily responsible for supporting the Customer Relationship Executives/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 a timely manner, handling day-to-day queries from customers professionally and handling customers within the branch premises.

• Ensure complete support to their respective Customer Relationship Managers and Executives in handling customer day-to-day queries, complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivery to maximize customer profitability and 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 help grow the QNB First customer portfolio.
• Implement KPIs and best practices for Associate, QNB First Customer Service.
• Promote cost consciousness and efficiency, enhance productivity, minimize cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.
• Ensure high standards of customer service and proactively engage with customers visiting the branch, answering their queries and providing information about the various products and services offered by QNB.
• Follow up on every issue and ensure complete satisfaction and maximum utilisation of the product or services sold to customers.
• Involve with database management, loyalty program or direct marketing processes to communicate new product launches or promotional campaigns to existing or new customers.
• Provide “service excellence” for QNB First customers while maintaining confidentiality and honesty with all related issues.
• Proactively offer ideas and insights to improve customers’ issues and challenges.
• Provide information about suitable products and services offered by the Group and identify cross-selling opportunities.
• Enhance the Group’s image through proactive customer-driven servicing of their needs, supporting the goal of exceeding customer expectations.
• Assist customers in all their queries on bank products and seek solutions 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 Group’s objectives.
• Provide timely and accurate data to external/internal auditors, compliance, financial control and risk when required.
• Work shifts that are either morning plus evening or combined within the approved timing as per the bank’s policies.
• Work with QNB First Relationship Managers and other managers to identify gaps in the QNB First service.
• Work with Customer Relationship Executives and Managers to solve problems arising from complaints and difficulties in customer communication.
• Fully manage…