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.
Role Summary: The incumbent is primarily responsible to support the Customer Relationship Managers (CRM's) 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 timely, manner handling day to day queries from customer professionally and handling customer in the branch premises.
Ensures 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.
Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign
Provide "service excellence" for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.
Work with the CRMs 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.
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 cheque book; standing order instructions etc.
Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
Enhance the Group's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
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 and effective relationship with all other related departments and units to achieve the Group's goals/objectives.
Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.
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 in banking within a highly rated international bank.
Excellent oral and written communication skills in English and Arabic
Good knowledge and experience in handling customers' portfolio
Good banking knowledge of liabilities and assets products and their implementation
Outstanding interpersonal and networking skills.
Working knowledge of banking products and marketing.
Ability to work in teams from diverse cultural backgrounds.
Should be flexible.
Note: you will be required to attach the following: 1. Resume / CV 2. Passport-size photograph