Senior Associate Customer Services

3 days ago

Doha, Qatar Qatar National Bank Full time

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. Will be replacing the Manager, Customer Services during his/her absence.

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 Senior 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.
- Coordinate with tellers and branch operations staff on an "as is needed" basis to ensure smooth operations, and timely and friendly service delivery.
- 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
- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
- At least 2 years of relevant experience, preferably within a highly rated international bank.

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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