QNB3697 - Officer - Customer Care

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

Essential Duties & Responsibilities:

• Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
• Strive to be mindful of Key Performance Indicators (KPIs) for Private Banking customer service performance monitoring and quality measurement purposes.
• Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.
• Implements KPI’s and best practices for role.
• 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 and effective relationship with all other related departments and units to achieve the Group’s goals/objectives.
• Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.
• Act as the first point of contact for customers, especially for telephone or e‑mail queries, and provide information about various products and services offered by the Group.
• Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
• Handle all walk‑in customers at Private Banking by resolving their inquiries.
• Cross sell bank's products to walk‑in customers through proactive approaches.
• Provide basic information on all products/services.
• Respond to opportunity arising for cross selling.
• Manage the Private Banking lobby area.
• Enhance usage of alternate delivery channel.
• Call customers to information desk to answer inquiries.
• Continuously reconcile inventories and undelivered items (cards, pin mailer, cheque book, etc) and oversee delivery to account holder towards aiming to exceed customers' expectations and enhance their satisfaction up to the pre‑decided levels.
• Manage the wait time of branch platform area with friendly interaction with the customers to track the service indicator.
• Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and cheque book; standing order instructions etc.
• Receive loan applications from customers and prepare the corresponding loan agreements.
• Assume other business support responsibilities at peak times, or whenever necessary.
• Carry out assigned clerical tasks when necessary.

Learning & Knowledge:

• Refer to the SVP Private Banking for any unresolved queries on transactions handled.
• Possess working knowledge of banking 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 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, Anti‑Bribery and Corruption, 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.
• Attend mandatory (internal and external) seminars as instructed by the Bank.

Other:

• Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
• Maintain utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need-to-know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.
• Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.
• All other ad‑hoc duties/activities related to QNB that management might request from time to time.

Education & Experience Requirements:

• University Diploma preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study).
• Excellent oral and written communication skills (including report writing) in English; with Arabic, French or applicable local language highly desirable.
• Highly customer-oriented.
• Outstanding interpersonal and networking skills.
• Analytical and problem solving skills coupled with decision‑making ability.
• Working knowledge of banking products and marketing.
• Ability to work in teams from diverse cultural backgrounds.