Job description
Role Overview
Associate QNB First Customer Services position at QNB, located in Doha, Qatar. This is a Qatarization role within the Retail Banking division.
Company Overview
Established in 1964 as the country's first Qatari-owned commercial bank, QNB Group has grown to become the largest bank in the Middle East and Africa region. QNB Group operates through subsidiaries and associate companies in more than 31 countries across three continents. The organization serves up to 20 million customers through 1,000 locations and an ATM network of 4,300 machines, with more than 28,000 employees. QNB maintains credit 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. QNB Group actively supports community programs and sponsors social, educational, and sporting events.
Role Purpose
Support Customer Relationship Executives and Managers in managing and servicing QNB First account holders by providing timely, excellent banking services and ensuring efficient completion of all customer instructions and transactions. Handle day-to-day customer queries professionally and assist customers within branch premises.
Key Responsibilities
Customer Service & Engagement
- Deliver high standards of customer service and proactively engage with customers visiting the branch.
- Assist customers with all product-related inquiries and service requests.
- Follow up on all customer issues to ensure complete satisfaction and maximum utilization of products and services.
- Enhance QNB's image through proactive, customer-driven service.
- Maintain activities in line with Service Level Agreements (SLAs).
Complaint & Issue Resolution
- Support Customer Relationship Managers and Executives in handling customer queries and complaints.
- Assist in resolving customer complaints and communication issues.
- Escalate unresolved transaction-related issues to QNB First Management.
- Ensure timely complaint resolution.
Customer Portfolio & Retention
- Formulate customer retention strategies to minimize attrition and grow the QNB First customer portfolio.
- Enhance customer satisfaction through seamless service delivery to maximize customer profitability and acquisition.
- Proactively identify solutions and insights to address customer challenges.
Product & Service Support
- Provide service excellence to QNB First customers while maintaining strict confidentiality and integrity.
- Provide information about suitable products and services and identify cross-selling opportunities.
- Manage implementation of customer products, services, and applications within approved service quality standards.
- Assist customers in completing forms and applications including account opening, ATM card applications, credit card applications, checkbook requests, and standing order instructions.
Operations & Administrative
- Perform customer-related operational tasks including account opening posting, customer data maintenance, balance certificates, and no-liability certificates.
- Maintain customer information and inquiry tracking systems.
- Maintain files, databases, records, registers, and logs.
- Process authorization requests and downloads as required.
- Work in shifts as per approved bank policies.
Marketing & Growth Initiatives
- Participate in database management, loyalty programs, and direct marketing initiatives for new product launches and promotional campaigns.
Performance & Governance
- Be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement.
- Implement KPIs and best practices for the Associate, QNB First Customer Service role.
- Promote cost consciousness, efficiency, and productivity to minimize cost and optimize benefits for the Bank.
- Act within the limits of delegated authority.
Stakeholder Management
- Collaborate with QNB First Relationship Managers to identify service gaps.
- Build and maintain effective relationships with related departments and units.
- Provide timely and accurate information to Auditors, Compliance, Financial Control, and Risk when required.
Learning & Development
- Maintain working knowledge of customer relationship management.
- Identify professional development opportunities and participate in development activities.
- Stay current with developments in the professional field.
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: 11 February 2028.
Required documentation: Resume/CV, Passport, QID, Education Certificate, Birth Certificate.