Responsibilities:

• 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. 
• Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank. 
• Act within the limits of the powers delegated to the incumbent and adheres to QNB policies 
• Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations. 
• Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction. 
• Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention. 
• Provide timely and accurate information to the external and internal auditors and the 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. 
• To assist customers in all their queries on the Divisions products/tasks 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 and effective relationship with all other related departments and units to achieve the Group’s goals/objectives. 
• Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required. 
• Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group. 
• 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 cheque book; standing order instructions etc. 
• Coordinate with tellers and branch operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery. 
• Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers’ signatures. 
• Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary. 
• Refer to the Customer Service Supervisor for any unresolved queries on transactions handled. 
• Monitors the service standards operational in the branches and looks for creative ways to improve service delivery. 
• Ensures compliance to internal service quality standards and compliance to audit requirements 
• Possess working knowledge of branch customer service to carry out duties and responsibilities. 
• Takes responsibility for self-development as well as acquiring skills and knowledge required to fulfilment of one’s duties by proactively identifying areas for professional development of self and undertake development activities 
• Seek out opportunities to remain current with all developments in professional field. 
• Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, the QNB Country Compliance manual; Group Compliance Policies and Procedures (Anti Money Laundering & Counter Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy). 
• In accordance with the Branch Governance manual, contribute to and comply with the Branch’s Risk Framework, consider Risk Appetite and promote a positive Risk Culture: 
• Understand and effectively perform your role under the Three Lines of Defence principle to identify, measure, monitor, manage and report risks. 
• Ensure systematic good outcomes for clients in accordance with Conduct Risk policy. 
• Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements. 
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training provided by the Bank and attain and maintain the required levels of competence. 
• Attend mandatory (internal and external) seminars as instructed by the Bank.

Educational requirements:

• .University graduate (Bachelors degree) preferably with a Major in Finance, Banking, Economics, Mathematics, or Business Administration (related field of study)

Experience requirements:

• Proficient, typically a minimum of 0-2 years, experience related to branch customer service in a major banking institution.

Desired Skills:

• Awareness of branch customer service practices and regulations.

Qualifications:

• Ability to work in a team environment with members of varying skill levels.
• Highly motivated.
• Learns quickly.

Benefits:

• Will be negotiated

Incentives:

• Will be negotiated

How to Apply for QNB Careers?