QNB1222 - Customer Service Officer (Cards)

Business Unit: -
Division: -
Department: -
Country: Qatar
Closing Date: 29-Sep-2016
About QNB

QNB Group, the largest Financial Institution in the Middle East and Africa are looking to hire a Customer Service Officer (Cards), to meet the expansion needs of our office in .

QNB has enjoyed continued success with Net Profits of QAR 10.8 billion (USD3 billion) in 2018 (up by 6%) and increased Total assets to QAR 853 billion (USD 234 billion). The Group now employs over 29,000 employees in 1,200 locations, with an ATM network of more than 4,300 machines.

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



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