Customer Service Representative

1 month ago

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

Established in 1964, QNB Group has grown to become the largest bank in the Middle East and Africa region. With a presence in over 31 countries, the bank provides a comprehensive range of advanced products and services. The total number of employees is over 28,000, serving up to 20 million customers through 1,000 locations and 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. The bank has also received numerous awards from leading international specialized financial publications. Based on its consistent strong financial performance and expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa.

Job Purpose Summary

The incumbent is responsible for providing efficient, friendly, and quality service to customers. This includes answering queries, providing information, and guiding customers through various banking procedures. The role also involves marketing the bank's products and services and encouraging customers to increase their business with the bank.

Essential Duties & ResponsibilitiesA. Shareholder & Financial
  • Market the bank's products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
  • Monitor Key Performance Indicators (KPIs) for branch customer service performance, quality measurement, and monitoring purposes.
  • Implement KPIs and best practices for Associate Customer Services.
  • 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.
B. Customer (Internal & External)
  • Enhance the bank's image through proactive customer-driven servicing of their needs, in support of the goal of exceeding customer expectations.
  • Attend and resolve 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.
  • Assist customers in all their queries on bank products and seek solutions to their requests.
  • Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turnaround time.
  • Build and maintain strong/effective relationships with related departments/units to achieve the bank'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 bank.
  • Perform certain customer-related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates, etc.
  • Assist customers in filling out various forms and applications as requested, such as opening an account, applying for an ATM credit card, and checkbook, standing order instructions, etc.
  • Coordinate with tellers and branch operations staff on an as-needed basis to ensure smooth operations and timely and friendly service delivery.
  • Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers' signatures.
  • 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.
  • Monitor the service standards operational in the branches and look for creative ways to improve service delivery.
  • Ensure 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 the professional field.
Education & Experience 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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