Job Purpose Summary

The incumbent is primarily responsible for supporting the Customer Relationship Executives/Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all customer instructions and transactions are completed efficiently. The role also involves handling day-to-day customer queries professionally and assisting customers within the branch premises.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial

• Support Customer Relationship Managers and Executives in handling customer queries, complaints, and timely complaint resolution.

• Enhance customer satisfaction through seamless service delivery to maximize customer profitability and acquisition.

• Be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement.

• Formulate customer retention strategies to minimize attrition and grow the QNB First customer portfolio.

• Implement KPIs and best practices for the Associate, QNB First Customer Service role.

• Promote cost consciousness, efficiency, and productivity to minimize cost and optimize benefits for the Bank.

• Act within the limits of delegated authority.

B. Customer (Internal & External)

• Deliver high standards of customer service and proactively engage with customers visiting the branch.

• Follow up on all customer issues to ensure complete satisfaction and maximum utilization of products and services.

• Participate in database management, loyalty programs, and direct marketing initiatives for new product launches and promotional campaigns.

• Provide service excellence to QNB First customers while maintaining strict confidentiality and integrity.

• Proactively identify solutions and insights to address customer challenges.

• Provide information about suitable products and services and identify cross-selling opportunities.

• Enhance QNB’s image through proactive, customer-driven service.

• Assist customers with all product-related inquiries and service requests.

• Maintain activities in line with Service Level Agreements (SLAs).

• Build and maintain effective relationships with related departments and units.

• Provide timely and accurate information to Auditors, Compliance, Financial Control, and Risk when required.

C. Internal (Processes, Products, Regulatory)

• Work in shifts as per approved bank policies.

• Collaborate with QNB First Relationship Managers to identify service gaps.

• Assist in resolving customer complaints and communication issues.

• Manage implementation of customer products, services, and applications within approved service quality standards.

• Assist customers in completing forms and applications such as:

  • Account opening

  • ATM card applications

  • Credit card applications

  • Checkbook requests

  • Standing order instructions

• Perform customer-related operational tasks such as:

  • Account opening posting

  • Customer data maintenance

  • Balance certificates

  • No-liability certificates

• Maintain customer information and inquiry tracking systems.

• Maintain files, databases, records, registers, and logs.

• Process authorization requests and downloads as required.

• Escalate unresolved transaction-related issues to QNB First Management.

D. Learning & Knowledge

• Maintain working knowledge of customer relationship management.

• Identify professional development opportunities and participate in development activities.

• Stay current with developments in the professional field.

Education and Experience Requirements

1. Bachelor's Degree, preferably in:

   • Marketing

   • Banking

   • Finance

   • Accounting

   • Economics

   • Business Administration

   • Information Technology or related field

2. No prior experience required.