Senior Associate Corporate Customer Service (Qatarization)

Role Overview

Senior Associate Corporate Customer Service (Qatarization) with QNB, Corporate Banking & Financial Institutions division, located in Doha, Qatar.

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, serving up to 20 million customers through 1,000 locations and an ATM network of 4,300 machines. The organization employs more than 28,000 people and maintains credit ratings from Standard & Poor's (A), Moody's (Aa3), and Fitch (A+). QNB ranks as the most valuable bank brand in the Middle East and Africa according to Brand Finance Magazine and actively supports community programs sponsoring social, educational, and sporting events.

Role Purpose

The incumbent is responsible for providing efficient, friendly, and quality service to corporate customers by answering queries, providing information, guiding customers through banking procedures, marketing the Group's products and services, and encouraging customers to increase their business with the Group.

Key Responsibilities

Shareholder & Financial

• Proactively market the Group's products to increase sales volume and profitability and achieve or exceed set targets and goals.
• Monitor Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
• Implement KPIs and best practices for Associate Customer Services.
• Promote cost consciousness and efficiency to minimize cost, avoid waste, and optimize benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.

Customer Service & Relationship Management

• Enhance the Group's image through proactive customer-driven servicing to exceed customer expectations.
• Attend and resolve all customer queries at the branch within specified turnaround time to ensure customer satisfaction.
• Cross-sell products to customers and leverage existing customer base to improve profitability while driving customer retention.
• Assist customers with queries on Bank's products and seek solutions to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments and units to achieve improvements in turnaround time.
• Build and maintain strong and effective relationships with related departments and units to achieve the Group's objectives.

Operations & Procedures

• Act as the first point of contact for customers, especially new customers, answering their queries and providing information about various products and services offered by the Group.
• Perform customer-related tasks such as posting account opening, customer data maintenance, and issuance of balance or no liability certificates.
• Assist customers in filling out various forms and applications including account opening, ATM applications, credit card and checkbook applications, and standing order instructions.
• Coordinate with tellers and branch operations staff on an as-needed basis to ensure smooth operations and timely and friendly service delivery.
• Receive loan applications from customers and prepare corresponding loan agreements.
• Prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers' signatures.
• Assume teller or branch operations staff responsibilities at peak times or whenever necessary.
• Refer unresolved queries on transactions handled to Manager, Customer Services.

Compliance & Quality Assurance

• Monitor service standards operational in branches and identify creative ways to improve service delivery.
• Ensure compliance to internal service quality standards and compliance to audit requirements.
• Provide timely and accurate data to external and internal Auditors, Compliance, Financial Control, and Risk when required.

Learning & Development

• Possess working knowledge of branch customer service to carry out duties and responsibilities.
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in the professional field.

Qualifications & Experience

• College Diploma OR Bachelor's Degree in a relevant major
• 2 years of experience required

Additional Information

The following documents must be attached with application: Resume/CV, Passport, QID, Education Certificate, Birth Certificate.