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Officer Customer Services (Qatarization)

Qatar National Bank
Doha, QAT
fulltime
Entry
1 months ago
Arabic
Free

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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 **A.
  • 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.

B. 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.
  • Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
  • Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
  • To assist customers in all their queries on Bank's product and seek solution to their requests.
  • Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn around time.
  • Build and maintain strong/effective relationships with related departments/units to achieve the Group's 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.

Education and Experience Requirements* College Diploma

  • OR
  • High School
  • No years of experience required
  • Required Special Skills* 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 self-management.
  • 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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