Card Center Customer Service Associate

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time
About QNB

QNB Group is a leading bank in the Middle East and Africa region, with a presence in over 31 countries. The bank has a strong financial performance and a growing international presence, ranking as the most valuable bank brand in the region.

Job Purpose

The Card Center Customer Service Associate will assist the Manager in achieving the set objectives and providing efficient, friendly, and quality service to cardholders and merchants. The incumbent will also educate cardholders and merchants on the use of latest technologies, such as chip cards and contactless payments.

Key Responsibilities
  • Act as a problem solver for cardholders and merchants by liaising between branches and operations.
  • Assist in providing training to customer service representatives of branches to enforce procedural requirements and increase customer satisfaction.
  • Recommend changes in card processing processes to improve customer services, reduce customer complaints, and increase satisfaction levels.
  • Implement KPIs and best practices for Associate Card Center Customer Service.
  • Promote cost consciousness and efficiency, and enhance productivity to minimize costs, avoid waste, and optimize benefits for the bank.
  • Act within the limits of the powers delegated to the incumbent.
Customer Focus
  • Responsible for sensitizing the department to the needs of the customers and leading the customer focus initiative in the entire department.
  • Negotiate and finalize Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turnaround time and increase external customer satisfaction.
  • Build and maintain strong and effective relationships with related departments/units to achieve the Group's goals/objectives.
  • Provide timely and accurate information to external and internal auditors and the Compliance function as and when required.
  • Enhance relationships with VISA and MasterCard and other brand affiliates (including alliance partners for reward programs).
Internal Processes
  • Responsible for resolving all customer queries related to card issuing or acquiring business.
  • Avoid delay in responding to customers' requests/calls.
  • Carry out mystery shopping on competitor card products.
  • Update comparative pricing structure for all banks' issuing cards in Qatar.
  • Making sure that credit cardholders' statements are delivered on time.
  • Resolve queries related to non-receipt of card statements.
  • Ensure timely delivery of e-statements for cardholders.
  • Ensure that every cardholder receives SMS service.
  • Compile and present relevant MIS on a periodic basis for the Head of Cards, GM Retail Banking, and the Group's executive management.
  • Conduct reviews of the various card products in use at periodic intervals and provide feedback on their performance to the Head of Cards.
  • Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).
Learning and Knowledge
  • Possess a good knowledge of the card and merchant acquiring business and its related risks, together with a good knowledge of operations and controls.
  • Identify areas for professional development of self and accordingly undertake development activities.
  • Seek out opportunities to remain current with all developments in the professional field.
Requirements
  • Bachelor's degree, University graduate, preferably with a major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology (related field of study).
  • No years of experience required.

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