Job Purpose Summary:

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.

Essential Duties & Responsibilities by Dimensions:

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.

- Implements KPI’s and best practices for Senior Officer QNB First Customer Services

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

- Act within the limits of the powers delegated to the incumbent.

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.

- To assist customers in all their queries on Bank’s product and seek solution to their requests.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

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.

Education/Experience Requirements:

- College Diploma OR

- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

- No years of experience required