QNB3242 - Senior Associate Customer Relationship Management QNB First (Qatarization)

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar QNB Group Full time
QNB3242 - Senior Associate Customer Relationship Management QNB First (Qatarization)

Join to apply for the QNB3242 - Senior Associate Customer Relationship Management QNB First (Qatarization) role at QNB Group.

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.

Job Purpose Summary
The incumbent is primarily responsible to support the Customer Relationship 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 while handling day-to-day queries from customers professionally.

Essential Duties & Responsibilities

  • Ensure complete support to Customer Relationship Managers in handling customer day-to-day queries, complaint handling, and timely complaint resolution; enhance customer satisfaction through seamless service delivery.
  • Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement.
  • Formulate customer retention strategies to minimize attrition and grow the QNB First customer portfolio.
  • Implement KPIs and best practices for Senior Associate, Customer Relationship Management QNB First.
  • Promote cost consciousness and efficiency to minimize costs and optimize benefits for the bank.
  • Act within the limits of the powers delegated to the incumbent.
  • Enhance the Group's image through pro-active customer-driven servicing of their needs.
  • Ensure high standards of customer service and proactive contact with customers visiting the branch.
  • Cross-sell products to customers and leverage the existing customer base to improve profitability.
  • Provide timely and accurate information to auditors and the Compliance function as required.
  • Build and maintain strong relationships with branch customers and related units of the Group.
  • Involve in database management, loyalty programs, or direct marketing processes.
  • Provide "service excellence" for QNB First customers ensuring confidentiality and honesty.
  • Maintain activities in accordance with Service Level Agreements (SLAs).
  • Work with Relationship Managers to identify gaps in QNB First service and solutions to solve problems.
  • Assist customers in filling all required QNB documents.
  • Maintain customer information and service area files under control.

Education And Experience Requirements

  • Bachelor's degree preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
  • At least 2 years of relevant experience, preferably within a highly rated international bank.

Note: You will be required to attach the following:

  • Resume/CV
  • Passport
  • QID
  • Education Certificate
  • Birth Certificate
Seniority Level

Entry level

Employment Type

Full-time

Job Function

Other

Industries

Banking

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