Retail Accounts and Credit Support Associate
5 days ago
The QNB Group is seeking a highly skilled and experienced professional to join our team as a Retail Accounts and Credit Support Associate. As a key member of our centralized helpdesk function, you will be responsible for providing timely resolution of user complaints/issues pertaining to all service areas of the Group.
Key Responsibilities- Shareholder & Financial: Assist the Head of Branch Help Desk in monitoring Key Performance Indicators (KPIs) for personnel working in the centralized Helpdesk functions, and develop strategies to achieve volume, revenue, and profit targets.
- Customer (Internal & External): Ensure that user issues are directed to the relevant personnel within service areas, and enable users/departments to provide better service to external customers upon timely resolution of their issues.
- Internal (Processes, Products, Regulatory): Assist in ensuring the existence of adequate and robust processes and controls to enable prompt logging/routing of complaints/issues, and monitor user feedback on services provided by the centralized Helpdesk function.
- Operations: Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures and enhance branch performance.
- Learning & Knowledge: Develop an understanding to resolve queries/problems pertaining to retail distribution and manned channels.
- Bachelor degree in Business Administration/Diploma, or a related field.
- 2 years of work experience in a helpdesk environment, preferably in the banking industry with a good knowledge of banking operations.
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