Customer Relationship Management Specialist

2 months ago

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

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 across three continents. The bank has a comprehensive range of advanced products and services, with a total of over 28,000 employees 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, including Standard & Poor's (A), Moody's (Aa3), and Fitch (A). The bank has also received numerous awards from leading international specialized financial publications.

Job Purpose

The incumbent will primarily support Customer Relationship Managers in managing and servicing QNB First account holders, providing excellent banking services and ensuring timely completion of customer transactions. The role involves handling day-to-day queries from customers professionally and providing customer service in the branch premises.

Key ResponsibilitiesA. Shareholder & Financial
  • Support Customer Relationship Managers in handling customer queries, complaint handling, and timely complaint resolution to enhance customer satisfaction and maximize customer profitability.
  • Monitor Key Performance Indicators (KPIs) for QNB First customer service performance and quality measurement purposes.
  • Develop customer retention strategies to minimize attrition and grow the QNB First customer portfolio.
  • Implement KPIs and best practices for Associate Customer Relationship Management QNB First.
  • Promote cost consciousness and efficiency 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)
  • Provide high standards of customer service and proactive contact with customers visiting the branch, answering their queries, and providing information about QNB's products and services.
  • Follow up on every issue to ensure complete satisfaction and maximum utilization of the product or services sold to customers.
  • Get involved with database management, loyalty programs, or direct marketing processes to communicate with existing or new customers about new product launches or promotional campaigns.
  • Provide service excellence for QNB First customers, ensuring confidentiality and honesty with all related issues.
  • Proactively offer ideas and insights to improve customer issues and challenges.
  • Provide information about suitable products and services offered by the Group and identify cross-selling opportunities.
  • Enhance the Group's image through proactive customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
  • 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 Group's objectives.
  • Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control, and Risk when required.
C. Internal (Processes, Products, Regulatory)
  • Work in shifts that are either morning plus evening or together within the approved timing as per the bank's policies.
  • Work with QNB First Relationship Managers and other managers to identify gaps in the QNB First service.
  • Work with Customer Relationship Managers to solve problems that might arise from complaints and difficulties in customer communication.
  • Manage the implementation of customer products, services, and applications based on the efficiencies and turnaround times as per QNB's published service quality.
  • Assist customers in filling all required QNB documents, such as various forms and applications, as requested.
  • Perform customer-related tasks, such as posting account opening customer data, maintenance, issue of balance/no liability certificates, etc.
  • Maintain QNB First customers' personal information data and enquiry list under control using tracking systems.
  • Maintain QNB First customer service area files, database records, registers, and logs under control.
  • Provide authorization requests and downloads as necessary to ensure smooth running of the daily work and to be updated on a regular basis.
  • Refer to QNB First Management for any unresolved queries on transactions handled.
D. Learning & Knowledge
  • Possess working knowledge of customer relationship management to carry out duties and responsibilities.
  • 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.

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