Role Summary

You will be primarily responsible to support the Customer Relationship Executives (CRE) 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 timely, manner handling day to day queries from customer professionally and handling customer in the branch premises.

Role Description

Ensure complete support to their respective CREs 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.

Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.

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.

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.

Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB’s published service quality.

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; standing order instructions etc.

Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.

Maintain QNB First customer’s personal information data and enquiry list under-control using tracking system(s).

Maintain QNB First customer service area files, database, records, registers and logs under control.

Provides authorization requests and downloads as necessary to ensure smooth running of the daily work and to be updated on a regular basis.

Qualifications

Bachelor’s degree in Business Management or relevant

A minimum of 2 years’ experience related to handling priority customer relationships in a major banking institution.

Awareness of high net worth customer relationship practices and regulations.