Role Summary

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.

Role Description

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 branch 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 and adheres to QNB policies

Enhance the Group’s 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.

To assist customers in all their queries on the Divisions products/tasks 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 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 cheque book; 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.

Takes responsibility for self-development as well as acquiring skills and knowledge required to fulfilment of one's duties by proactively identifying areas for professional development of self and undertake development activities

Seek out opportunities to remain current with all developments in professional field.

Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, the QNB Country Compliance manual; Group Compliance Policies and Procedures (Anti Money Laundering & Counter Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

in accordance with the Branch Governance manual, contribute to and comply with the Branch’s Risk Framework, consider Risk Appetite and promote a positive Risk Culture:

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 to be fully qualified to undertake the role. Complete all mandatory training provided by the Bank and attain and maintain the required levels of competence.

Attend mandatory (internal and external) seminars as instructed by the Bank.

Qualifications

University graduate (Bachelors degree) preferably with a Major in Finance, Banking, Economics, Mathematics, or Business Administration (related field of study)

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.