Senior Associate Corporate Customer Service (Qatarization)

Role Overview

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

Company Overview

QNB Group was established in 1964 as the country's first Qatari-owned commercial bank and is now the largest bank in the Middle East and Africa (MEA) region. The 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. QNB employs more than 28,000 people and maintains credit ratings of A from Standard & Poor's, Aa3 from Moody's, and A+ from Fitch. The bank is recognized as the most valuable bank brand in the Middle East and Africa according to Brand Finance Magazine.

Role Purpose

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

Key Responsibilities

Customer Service & Satisfaction

• Act as the first point of contact for customers, especially new customers, answering queries and providing information about various products and services offered by the Group.
• Attend and resolve all customer queries at the branch within specified turnaround time to ensure customer satisfaction.
• Enhance the Group's image through proactive, customer-driven servicing of needs in support of exceeding customer expectations.
• Assist customers in all queries on the Bank's products and seek solutions to their requests.
• Provide timely and friendly service delivery in coordination with tellers and branch operations staff.

Sales & Business Development

• 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 existing customer base to improve profitability while driving customer retention.

Operations & Process Management

• Perform customer-related tasks such as posting account openings, customer data maintenance, and issuance of balance and no liability certificates.
• Assist customers in filling out various forms and applications including account opening, ATM applications, credit card applications, checkbook requests, and standing order instructions.
• Receive loan applications from customers and prepare corresponding loan agreements.
• Prepare Foreign Bills for Collection (FBC) requests.
• Check dormant accounts and approve customer signatures.
• Assume teller or branch operations staff responsibilities at peak times or whenever necessary.
• Coordinate with tellers and branch operations staff on an as-needed basis to ensure smooth operations.
• Monitor service standards operational in branches and identify creative ways to improve service delivery.

Compliance & Quality Assurance

• 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 Customer Services.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments and units to achieve improvements in turnaround time.
• Ensure compliance to internal service quality standards and audit requirements.
• Provide timely and accurate data to external and internal Auditors, Compliance, Financial Control and Risk when required.
• Refer unresolved queries on transactions handled to Manager, Customer Services.

Stakeholder Relations & Efficiency

• Build and maintain strong and effective relationships with related departments and units to achieve the Group's objectives.
• Promote cost consciousness and efficiency and enhance productivity to minimize cost, avoid waste, and optimize benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.

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

Applicants are required to attach the following documents

• Resume/CV
• Passport
• QID
• Education Certificate
• Birth Certificate