QNB1222 - Customer Service Officer (Cards)

  • Business Unit
    QNB - Qatar
  • Division
    Retail Banking
  • Department
    Retail Banking
  • Country
    Qatar
  • Closing Date
    29-Sep-2016
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.

Role Summary

The role of the Customer Service Officer is mainly responsible in assisting the Head of Card Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders & merchants the use of latest technologies (viz. chip card).

Role Description

Your core responsibility is to act as a problem solver for cardholder and merchant by liaising the activities between branches and EBD.

Assist the Head in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.

Provide training to Customer Care Centre, Branches and DSA’s.

Recommend change in card processing process to reduce customer complaints and increase satisfaction level.

Responsible for resolving all customer queries related to card issuing or acquiring business.

Avoid delay in responding to customers requests/call

Update comparative pricing structure for all Banks issuing cards in Qatar.

Making sure that credit cardholders statements are delivered on time.

Resolve the queries related to non-receipt of card statements and ensure that timely delivery of e-statements for cardholders.

Compile and present relevant MIS on periodic basis for the Head of Cards, GM Retail Banking and the Group’s executive management.

Conduct reviews of the various card products in use at periodic intervals and provide a feedback on their performance to the Head of Cards.

Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).

Hold meetings with direct reports and assess their performance/ address their concerns as well as the Department’s overall performance on a regular basis

 

Qualifications

University graduate with at least 2 years experience in financial services with a specialization in credit cards business.

Note: you will be required to attach the following:
  1. Resume/CV
  2. Passport-size photograph
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