QNB3736-Officer Customer Services (Qatarization)
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Key skills for this role
About the Role
QNB seeks a Customer Services Officer in Doha to provide efficient, friendly service to customers, answer queries, market products, and guide customers through banking procedures. Requires customer service skills and ability to work in a branch environment.
Key Skills for This Role
Responsibilities
- Provide efficient, friendly and quality service to customers
- Answer queries, provide information and guide customers through banking procedures
- Market the Group’s products and services to increase sales volume and profitability
- Cross sell products to customers and leverage existing customer base
- Perform customer related tasks such as account opening, data maintenance, issuing certificates
- Assist customers in filling out forms and applications
- Coordinate with tellers and branch operations staff to ensure smooth operations
- Receive loan applications and prepare loan agreements
Requirements
- Customer service orientation
- Ability to market products and achieve sales targets
- Knowledge of banking procedures and products
- Ability to work in a branch environment and handle customer queries
Full Job Posting
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
Essential Duties & Responsibilities
- Proactively market the Group’s products to increase sales volume and profitability.
- Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring.
- Implements KPI’s and best practices for Associate, Customer Services.
- Promote cost consciousness and efficiency to minimise cost and optimise benefits.
- Act within the limits of the powers delegated.
- Enhance the Group’s image through pro active customer driven servicing.
- Attends and resolves all customer queries at the branch within specified TAT.
- Cross sell products to customers and leverage on existing customer base.
- 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).
- Build and maintain strong/effective relationships with related departments/units.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
Internal (Processes, Products, Regulatory)
- Act as the first point of contact for customers, especially new customers.
- Perform customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates.
- Assist customers in filling out various forms and applications.
- Coordinate with tellers and branch operations staff to ensure smooth operations.
- Receive loan applications and prepare 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.
- Refer to Manager, Customer Services for any unresolved queries.
- Monitors service standards and looks for creative ways to improve service delivery.
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