QNB1872 - QNB 1st Customer Service Executive

  • Business Unit
    QNB - Kuwait
  • Division
    Retail Banking
  • Department
    QNB - First
  • Country
    Kuwait
  • Closing Date
    10-Mar-2019
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 QNB 1st Customer Service Executive will be primarily responsible to support the Customer Relationship Executives / Managers in managing and servicing QNB Kuwait 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

You will, 

Ensure complete support to their respective Customer Relationship Managers and Executives 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. Complete the mandatory customer annual reviews

Ensure high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.

Must follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.

Provide “service excellence” for QNB First/HNW/Private customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First/HNW/Private  customers.

Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

Acceptance of working in shifts that are either morning plus evening or together within the approved  timing as per the banks policies 

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.

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

Identify related areas for professional development of self and act to enhance professional development.

Adhere to standards of confidentiality to safeguard commercially sensitive information.

Qualifications

The successful candidate will:

Possess working knowledge of customer relationship management to carry out duties and responsibilities

Have a Bachelor’s degree in Business Management or relevant

Have relevant experience related to handling priority customer relationships in a major banking institution.

Awareness of high net worth customer relationship practices and regulations.

Good knowledge and experience in handling customers’ portfolio

Good banking knowledge of liabilities and assets products and their implementation

Note: you will be required to attach the following:
  1. Resume/CV
  2. Kuwaiti Passport Copy
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