QNB3682 - Senior Associate Card Center Customer Service (Qatarization)

About Qnb

Job Purpose Summary

• Shareholder & Financial

• Act as a problem solver for cardholder and merchant by liaising the activities between branches and operations.
• Assist the Manager in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.
• Provide training to Customer Care Centre, Branches and DSA’s.
• Recommend change in card processing process to improve customer services, reduce customer complaints and increase satisfaction level.
• Implements KPI’s and best practices for Senior Associate, Card Center Customer Service
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.

• Customer (Internal & External)

• Responsible for sensitizing the department to the needs of the customer and lead 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 which will also help increase external customer satisfaction.
• Enhance relationships with VISA and MasterCard and other brand affiliates (including alliance partners for reward programs).
• To assist customers in all their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around 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.

• Internal (Processes, Products, Regulatory)

• Responsible for resolving all customer queries related to card issuing or acquiring business.
• Avoid delay in responding to customers’ requests/call
• 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 the queries related to non-receipt of card statements.
• Ensure that timely delivery of e-statements for cardholders.
• Ensure that every cardholder receives SMS service.
• Compile and present relevant MIS on 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 a feedback on their performance to the Head of Cards.
• Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).
• Hold meetings with direct reports and assess their performance/ address their concerns as well as the Department’s overall performance on a regular basis.
• Lead the benchmarking process to determine the Group’s standing vis-à-vis its competitors and give the Group a competitive edge in the credit cards business.
• Handle queries regarding requests for new/ renewed cards not yet issued received from branches/ other units or directly from the customers.
• Ensure consistent delivery of customer satisfaction and problem resolution, either directly by card center staff of through liaison with other departments.
• Monitor performance against the agreed TAT as specified in internal SLAs

• 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 professional field.

Education And Experience Requirements

• College Diploma
• OR Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• At least 2 years of relevant experience, preferably within a highly rated international bank.
• Note: you will be required to attach the following:
• Resume/CV
• Passport
• QID
• Education Certificate
• Birth Certificate