QNB3509 - Associate Customer Service (Qatarization)

QNB3509 - Associate Customer Service (Qatarization)

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines. QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications. Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine. QNB Group has an active community support program and sponsors various social, educational and sporting events. Job Summary

Responsible for the front desk operations at the Company’s office. First point of contact with the walk in customers. Provide a solution or direct the customer to the right person. Project a professional company image through in-person and phone interaction. Responsibilities

Shareholder & Financial - Establish account set up for Qatari and non-Qatari clients - Generate viable leads and forwarding them through the appropriate channels as defined by the internal processes - Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion. - Implements KPI’s and best practices for Associate Customer Service. - Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank. - Act within the limits of the powers delegated to the incumbent. Customer (Internal & External) : - First point of contact for all walk-in customers. - Greet the walk in customers and present a good image of the Company. - Listen to the customer and assess his / her requirements. - Provide correct form to the customer to make his / her request in writing pass it on to the relevant departments for processing with appropriate documentation. - Taking customer inquiries about new account opening in person and the inquiries through internet. - Taking customer complaints and directing those to appropriate departments. - Ensure maintenance of service standards. - To assist customers in all their queries on Bank’s product and seek solution to their requests. - Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments / units to achieve improvements in turn-around time. - Build and maintain strong / effective relationships with related departments / units to achieve the Group’s objectives. - Provide timely / accurate data to external / internal Auditors, Compliance, Financial Control and Risk when required. Internal (Processes, Products, Regulatory) : - Performing the role of front office. - Providing a tracking number to all requests and updating details in the system. - Managing the Telephone System when call centre executive is absent or busy. - Abide by the Policies and Procedures developed for maintaining the Information Security for the QNBFS and shall take on active responsibilities in achieving, managing and maintaining the ISO 27001 standard. Learning & Knowledge : - Work in accordance with Company standards, the regulation and ethics and maintain licensed status. - Generate and provide new ideas for customer relationship and customer retention. - Proactively identify areas for professional development of self and undertake development activities. - Seek out opportunities to remain current with all developments in professional field. Legal, Regulatory, and Risk Framework Responsibilities : - Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy). - Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks. - Ensure systematic good outcomes for clients in accordance with Conduct Risk policy. - Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements. - Maintain appropriate knowledge to ensure full qualification to undertake the role. - Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence. Education And Experience Requirements

Bachelor’s degree with no years of experience required. Note : you will be required to attach the following : Resume / CV Copy of Passport or QID Copy of Education Certificate Recruitment Event in Philippines | Customer Service Agent | Qatar Airways Group

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