QNB3242 - Senior Associate Customer Relationship Management QNB First (Qatarization)
دوام كامل
في QNB Group
في
Qatar
نُشرت يوم February 2, 2025
تفاصيل الوظيفة
QNB3242 - Senior Associate Customer Relationship Management QNB First (Qatarization)
About QNB Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with 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 been the recipient of many awards from leading international specialised financial publications. Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine. QNB Group has an active community support program and sponsors various social, educational and sporting events. Job Purpose Summary The incumbent is primarily responsible to support the Customer Relationship Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in a timely manner, handling day-to-day queries from customers professionally and assisting customers in the branch premises. Essential Duties & Responsibilities- Shareholder & Financial:
- Ensure complete support to their respective Customer Relationship Managers in handling customer day-to-day queries, complaint handling, and timely complaint resolution; enhance customer satisfaction through seamless service delivery to maximize customer profitability and customer acquisition.
- Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement purposes.
- Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.
- Implement KPIs and best practices for Senior Associate, Customer Relationship Management QNB First.
- Promote cost consciousness and efficiency and enhance productivity, to minimize cost, avoid waste, and optimize benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.
- 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 high standards of customer service and proactive contact with customers visiting the branch, answering their queries and providing information about the various products and services offered by QNB.
- Attend and resolve all customer queries at the branch within specified TAT to ensure customer satisfaction.
- Cross-sell products to customers and leverage the 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 relationships with branch customers and all other related units of the Group to achieve goals/objectives.
- Get involved with database management, loyalty program, or direct marketing process to communicate with existing or new customers about any new product launch or promotional campaign.
- Provide “service excellence” for QNB First customers ensuring a complete sense of confidentiality and honesty with all related issues.
- Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customer's 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 pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- Assist customers in all their queries on Bank’s 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.
- Internal (Processes, Products, Regulatory):
- Work with the QNB First Relationship Managers and other managers to identify gaps in the QNB First service and solutions to solve problems that might arise from complaints and difficulties in customer communication.
- Fully manage the implementation of customer products, services, and applications based on the efficiencies and turnaround times as per QNB’s published service quality.
- Acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies.
- Assist customers in filling all required QNB documents such as various forms and applications as requested, such as opening an account, applying for an ATM, credit cards, and checkbooks; standing order instructions, etc.
- Perform certain customer-related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates, etc.
- Maintain QNB First customer’s personal information data and enquiry list under control using tracking system(s).
- 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.
- Ensure compliance with internal service quality standards and compliance with audit requirements.
- Refer to QNB First Service Manager for any unresolved queries on transactions handled.
- 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.
- Bachelor's degree, 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.
- Resume/CV
- Passport
- QID
- Education Certificate
- Birth Certificate
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