Job description
Role Overview
Associate Customer Services (Qatarization) at QNB, Doha, Qatar.
Company Overview
QNB Group, established in 1964 as Qatar's first Qatari-owned commercial bank, is the largest bank in the Middle East and Africa region. The Group operates through more than 31 countries across three continents with over 28,000 employees serving up to 20 million customers through 1,000 locations and an ATM network of 4,300 machines. QNB maintains ratings of A (Standard & Poor's), Aa3 (Moody's), and A+ (Fitch), and 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 customers by answering queries, providing 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
- Serve as the first point of contact for customers.
- Enhance the Group's image through proactive service.
- Resolve customer queries within specified turnaround times.
- Assist customers with product inquiries.
- Assist with account openings and related tasks.
- Handle loan applications and other documentation.
- Cover teller or operations duties as needed.
- Refer unresolved queries to management.
Sales & Business Development
- Proactively market the Group's products to increase sales volume and profitability.
- Cross-sell products to improve profitability and retention.
- Achieve or exceed sales targets.
Operations & Coordination
- Coordinate with tellers and operations to ensure smooth service delivery.
- Monitor service standards for improvement.
- Maintain SLAs with internal units.
- Build strong interdepartmental relationships.
Financial & Performance Management
- Implement KPIs and best practices.
- Promote cost efficiency to optimize benefits.
- Act within delegated authority limits.
Compliance & Risk Management
- Comply with all legal, regulatory, and internal policies including AML, CTF, sanctions, data protection, fraud control, whistleblowing, and conflict of interest policies.
- Adhere to the Three Lines of Defence principle.
- Support risk management frameworks.
- Ensure compliance with internal quality and audit standards.
- Complete mandatory training and seminars.
- Maintain qualifications to perform the role effectively.
- Provide accurate data to auditors and compliance teams as needed.
Data Protection & Professionalism
- Uphold data protection and confidentiality standards.
- Maintain professional conduct to enhance the Group's reputation.
Learning & Development
- Maintain working knowledge of branch customer service.
- Identify and pursue professional development opportunities.
- Stay current with industry developments.
Additional Duties
- Perform any additional duties as assigned by management.
Qualifications & Experience
- Bachelor's Degree, preferably in Marketing, Banking, Finance, Accounting, Economics, Business Administration, Information Technology, or related field.
- No prior experience required.
Additional Information
Closing date: 04-Mar-2028.
Required attachments: Resume/CV, Passport, QID, Education Certificate, Birth Certificate.