Overview
QNB- Senior Associate Customer Relationship Management QNB First Plus; Qatarization Jobs in Doha, Qatar at QNB Group
Position: QNB3693 – Senior Associate Customer Relationship Management QNB First Plus (Qatarization)
Job Purpose Summary
The incumbent is primarily responsible to support the Customer Relationship Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in a timely manner handling day‑to‑day queries from customers professionally and handling customers in the branch premises.
Shareholder & Financial
- Ensure complete support to their respective Customer Relationship Managers in handling customer day‑to‑day queries, complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivering to maximize customer profitability and customer acquisition.
- Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement purposes.
- Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.
- Implements KPI’s and best practices for Senior Associate, Customer Relationship Management QNB First Plus.
- 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)
- Enhance the Group’s image through pro‑active customer‑driven servicing of their needs in support of the goal of exceeding customer expectations.
- Ensures high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB. Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
- Cross‑sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
- Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign.
- Provide ‘service excellence‘ for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.
- Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customer’s issues and challenges.
- Provide information about suitable products and services offered by the Group and identify cross‑selling opportunities.
- Enhance the Group’s image through pro‑active customer‑driven servicing of their needs in support of the goal of exceeding customer expectations. 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)
- Work with the QNB First Relationship Managers and other managers to identify gaps in the QNB First service and solutions to solve problems that might arise from complaints and difficulties in customer communication.
- Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB’s published service quality.
- Acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies.
- Assist customers in filling all required QNB documents such as various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook;…
Title: QNB- Senior Associate Customer Relationship Management QNB First Plus; Qatarization
Company: QNB Group
Location: Doha, Qatar
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