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.

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 migrate to e-channels and benefit them. This will create memorable first touch point for the customer as the ‘face of the bank’ strongly reflecting QNB brand values.

The incumbent must be fully knowledgeable, first to be aware of any updates on services, products and procedures and to offer best solution practices to incoming customers.

A. Shareholder & Financial:

- 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.

B. Customer (Internal & External):

- Ensure customer satisfaction all times and resolve customer complaints timely and effectively.

- Provide timely and accurate information to the external and internal auditors and 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.

C. Internal (Processes, Products, Regulatory):

- Act as the first point of contact for customers, especially for telephone or e-mail queries, and provide information about various products and services offered by the Group.

- Manage flow of customers visiting the branch by channeling all traffic entering the branch as “gate keeper”:

- proactively migrate and direct customers to self-service channels,

- educate customers on the use of internet banking, ATM, cheque printing machines,

- answer customers questions, inquiries, resolve customers issues to minimize the number of customers coming with simple requests to CSO.

- guide customers to CSOs to drive sales.

- 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 checkbook; standing order instructions etc.

- Receive loan applications from customers and prepare the corresponding loan agreements.

- Cross sell and up sell of the Group products & services should be able to assist teller or branch operations staff responsibilities at peak times, or whenever necessary.

- Maintain an excellent relationship with other divisions employees to enable him/her in better resolving customers issues.

- Carry out assigned clerical tasks when necessary.

D. Learning & Knowledge:

- Refer to Head of Customer Service for any unresolved queries on transactions handled.

- Possess working knowledge of branch customer service to carry out duties and responsibilities.

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

- Act as ‘Champion of the Branch’ and Train-The-Trainer communicating with and educating branch staff on all policies, procedures, new products and services implementation.

- Bachelor’s degree.

- A minimum of 2 years’ experience related to branch customer service in a major banking institution.

- High level of knowledge of branch customer service practices and regulations.