Job Purpose Summary

The incumbent is primarily responsible to support the Customer Relationship Executives / Managers 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.

Essential Duties & Responsibilities by Dimensions

Shareholder & Financial

• Support Relationship Managers and Executives in handling customer queries and complaints.

• Ensure timely complaint resolution and enhance customer satisfaction.

• Contribute to customer acquisition and retention initiatives.

• Support achievement of service KPIs and quality standards.

• Promote operational efficiency and cost consciousness.

• Act within delegated authorities and approved policies.

Customer Service

• Deliver high-quality customer service and exceed customer expectations.

• Assist customers visiting the branch and respond to inquiries promptly.

• Handle customer requests within established turnaround times.

• Promote and cross-sell QNB products and services.

• Build and maintain strong relationships with customers and internal stakeholders.

• Participate in customer communication activities, loyalty programs, and promotional campaigns.

• Maintain complete confidentiality when dealing with customer information.

• Proactively identify customer needs and recommend suitable banking products and solutions.

Internal Processes

• Work closely with QNB First Relationship Managers to improve service quality and resolve customer issues.

• Manage implementation of customer products, services, and applications in accordance with service standards.

• Accept shift work schedules as per bank policies.

• Assist customers in completing banking forms and applications, including:

  • Account opening

  • ATM card requests

  • Credit card applications

  • Cheque book requests

  • Standing order instructions

• Process customer-related activities such as:

  • Account opening

  • Customer data maintenance

  • Issuance of balance and no-liability certificates

• Maintain customer databases, records, files, registers, and tracking systems.

• Process authorization requests and downloads as required.

• Ensure compliance with service quality standards and audit requirements.

• Escalate unresolved issues to the QNB First Service Manager.

Learning & Development

• Maintain knowledge of customer relationship management practices.

• Pursue professional development opportunities.

• Stay current with developments in banking and financial services.

Education and Experience Requirements

Education

Bachelor’s degree in one of the following disciplines or a related field:

• Marketing

• Banking

• Finance

• Accounting

• Economics

• Business Administration

• Information Technology

Experience

• Minimum 2 years of relevant banking experience.

• International banking experience is preferred.