QNB3355 - Senior Officer QNB First Customer Service (Qatarization)

QNB3355 - Senior Officer QNB First Customer Service (Qatarization) About QNBEstablished 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 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 migrate to e-channels. This will create memorable first touch point for the customer as the 'face of the bank' strongly reflecting QNB brand values. The incumbent must be fully knowledgeable, first to be aware of any updates on services, products and procedures and to offer best solution practices to incoming customers.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.Implement KPI's and best practices for Senior Officer QNB First Customer Services.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): Ensure customer satisfaction at all times and resolve customer complaints timely and effectively.Provide timely and accurate information to the external and internal auditors and Compliance function as and when required.Assist customers in all their queries on Bank's product and seek solutions 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): Act as the first point of contact for customers, especially for telephone or e-mail queries, and provide information about various products and services offered by the Group.Manage flow of customers visiting the branch by channeling all traffic entering the branch as "gate keeper": proactively migrate and direct customers to self-service channels, educate customers on the use of internet banking, ATM, cheque printing machines.Answer customers' questions, inquiries, resolve customer issues to minimize the number of customers coming with simple requests to CSO.Guide customers to CSOs to drive sales.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.Receive loan applications from customers and prepare the corresponding loan agreements.Cross sell and up sell of the Group products & services and assist teller or branch operations staff responsibilities at peak times, or whenever necessary.Maintain an excellent relationship with other divisions' employees to enable better resolution of customer issues.Carry out assigned clerical tasks when necessary.Education/Experience Requirements College Diploma ORBachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),No years of experience required.Note: You will be required to attach the following: Resume/CVQatari IDPassport Copy Educational Certificates - Degree Birth Certificate