Customer Service Supervisor

Job description / Role

You will mainly be responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Groups products and services and encouraging customers to increase their business with the Group.

You are required to be the following:
- Proactively market the Groups 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 branch customer service performance monitoring and quality measurement purposes.
- Enhance the Groups image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- 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.
- Act as the first point of contact for customers, especially for new customers, answer their 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.
- Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
- Coordinate with tellers and branch operations staff on an as is needed basis to ensure smooth operations, and timely and friendly service delivery.
- Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers signatures.
- Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
- Refer to the Customer Service Supervisor for any unresolved queries on transactions handled.
- Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.
- Ensures compliance to internal service quality standards and compliance to audit requirements
- Possess working knowledge of branch customer service to carry out duties and responsibilities.
- Ensures high standards of confidentiality and ethics to safeguard commercially sensitive information.
- All other ad hoc duties and/or activities related to QNB that management may request of the employee from time to time
- Outstanding interpersonal and networking skills.
- Excellent oral and written communication skills in English and Arabic.
- Working knowledge of banking products and marketing.
- Understands the relevant laws, regulations and practices pertaining to retail banking products.
- Ability to work in teams from diverse cultural backgrounds.

Requirements

- You should possess Bachelors degree in addition to proficient, typically a minimum of 0-2 years, experience related to branch customer service in a major banking institution.
- Awareness of branch customer service practices and regulations.

About the Company

QNB Group is the biggest bank in Qatar, and a leading financial institution in the Middle East and Africa is hiring.

QNB Group’s presence through its subsidiaries and associate companies now extends to more than 30 countries across 3 continents, providing a comprehensive range of products and services. The total number of staff is more than 28,000 operating from over 1200 locations.

QNB will assist you to take charge of your career with rich and varied opportunities to experience different parts of our global business and develop a valuable portfolio of skills and knowledge.