وصف الوظيفة
Role Overview
Associate - Corporate Customer Service (Qatarization) at QNB, located in Doha, Qatar. This role is part of the Corporate Banking & Financial Institutions division within QNB's Corporate Banking business unit.
Company Overview
Established in 1964 as Qatar's first Qatari-owned commercial bank, QNB Group is the largest bank in the Middle East and Africa (MEA) region. The Group operates through subsidiaries and associate companies across more than 31 countries on three continents, serving up to 20 million customers through 1,000 locations and 4,300 ATM machines. QNB employs more than 28,000 staff and maintains credit ratings of A from Standard & Poor's, Aa3 from Moody's, and A+ from Fitch. QNB ranks as the most valuable bank brand in the Middle East and Africa according to Brand Finance Magazine. The Group actively supports community programs and sponsors social, educational, and sporting events.
Role Purpose
Provide efficient, friendly, and quality service to corporate customers by answering queries, offering information, and guiding customers through banking procedures. Market the Group's products and services to encourage customers to increase their business with the bank.
Key Responsibilities
Customer Service & Support
- Act as the first point of contact for customers, especially new customers, answering queries and providing information about products and services offered by the Group.
- Attend and resolve all customer queries at the branch within specified turnaround time to ensure customer satisfaction.
- Assist customers in filling out various forms and applications such as account opening, ATM applications, credit card requests, checkbook orders, and standing order instructions.
- Perform customer-related tasks including account opening posting, customer data maintenance, and issuance of balance and no liability certificates.
- Refer unresolved queries on transactions handled to the Manager, Customer Services.
- Assume teller or branch operations staff responsibilities during peak times or whenever necessary.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments and units to achieve improvements in turnaround time.
Sales & Profitability
- Proactively market the Group's products to increase sales volume and profitability and achieve or exceed set targets and goals.
- Cross-sell products to customers and leverage the existing customer base to improve profitability while driving customer retention.
- Promote cost consciousness and efficiency and enhance productivity to minimize cost, avoid waste, and optimize benefits for the bank.
Customer Relationship Management
- Enhance the Group's image through proactive, customer-driven servicing of customer needs in support of exceeding customer expectations.
- Build and maintain strong and effective relationships with branch customers and all other related units of the Group to achieve goals and objectives.
- Build and maintain strong and effective relationships with related departments and units to achieve the Group's objectives.
- Coordinate with tellers and branch operations staff as needed to ensure smooth operations and timely, friendly service delivery.
Reporting & Compliance
- Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
- Implement KPIs and best practices for Associate, Corporate Customer Services.
- Prepare Corporate Banking Management Information System (CB MIS) reports as required by Relationship Managers, Sector Managers, or senior management to ensure timely and accurate information availability.
- Provide timely and accurate information to external and internal auditors and the Compliance function as required.
- Provide timely and accurate data to external and internal Auditors, Compliance, Financial Control, and Risk when required.
- Ensure compliance with internal service quality standards and compliance with audit requirements.
- Monitor service standards operational in branches and identify creative ways to improve service delivery.
Data Management
- Update and input customer information and data to ensure customer status in the system is current.
Professional Development
- Identify and proactively pursue areas for professional development and undertake development activities.
- Possess working knowledge of branch customer service to carry out duties and responsibilities.
Qualifications & Experience
- Bachelor's degree from a university, preferably with a major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology (or related field of study).
- No years of experience required.
Additional Information
- Applicants must attach the following documents: Resume/CV, Passport, QID, Education Certificate, and Birth Certificate.
- Position closing date: 03 December 2027.