QNB2833-Officer Customer Service (Qatarization)

Company: Qatar National Bank
Location: Doha, Qatar
Employment Type: Full-time
Description:
QNB2833 – Officer Customer Service (Qatarization)

Business Unit: QNB – Qatar

Division: Retail Banking

Department: Retail Banking

Country: Qatar

Closing Date: 31-May-2025

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.

Essential Duties & Responsibilities by Dimensions:

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.

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.
• Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
• 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.
• Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
• Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.

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.
• Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
• Coordinate with tellers and branch operations staff on an “as is 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 scan approve customers’ signatures.
• Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
• Refer to Head of Customer Service for any unresolved queries on transactions handled.
• Monitor the service standards operational in the branch and look for creative ways to improve service delivery.
• Ensure compliance to internal service quality standards and compliance to audit requirements.

Learning & Knowledge:
• Possess working knowledge of branch customer service to carry out duties and responsibilities.
• Identify related areas for professional development of self.
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Source: Jooble

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