About QNB

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 total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with 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 been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Role Summary

The incumbent is primarily responsible to support the Customer Relationship Managers (CRM’s) 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 timely, manner handling day to day queries from customer professionally and handling customer in the branch premises

Role Description

Ensure complete support to their respective CRMs in handling customer day to day queries, complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivering to maximize customer profitability and customer 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 thereby help grow the QNB First customer portfolio.

Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank

Act within the limits of the powers delegated to the incumbent

Implements KPI’s and best practices for role

Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

Ensures high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.

Must follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.

Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign

Provide “service excellence” for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.

Must ensure to not only solve customer requests but also proactively offer ideas and insights to improve the customer's issues and challenges.

Provide information about suitable products and services offered by the Group and identify cross selling opportunities.

Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turn-around time.

Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.

Acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies

Work with the QNB team Management and other managers to identify gaps in the QNB First service

Work with the CRMs to solve problems that might arise from complaints and difficulties in customer communication

Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB’s published service quality.

Assist customers in filling all required QNB documents such as various forms and applications as requested such as opening an account; applying for an ATM, credit cards and chequebook; standing order instructions etc.

Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.

Maintain QNB First customer’s personal information data and enquiry list under-control using tracking system(s).

Maintain QNB First customer service area files, database, records, registers and logs under control.

Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.

Qualifications

University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

Excellent oral and written communication skills (including report writing) in English; with Arabic, French or applicable local language highly desirable

Good knowledge and experience in handling customers’ portfolio

Good banking knowledge of liabilities and assets products and their implementation

Required Special Skills

• Highly customer-oriented.
• Outstanding interpersonal and networking skills.
• Working knowledge of banking products and marketing.
• Ability to work in teams from diverse cultural backgrounds.
• Should be flexible.
  
  

Note: you will be required to attach the following:

• Resume / CV
• Copy of Passport or QID
• Copy of Education Certificate