Customer Service Officer

Business Unit: QNB - Kuwait
Division: International Banking
Department: International Banking
Country: Kuwait
Closing Date: ‎31-Dec-‎2023
About QNB
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.
Role 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 increase their business
with the Group.

Role Description:
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.

Qualifications:
University graduate (Bachelors degree) preferably with a Major in Finance,
Banking, Economics, Mathematics, or Business Administration (related field of
study)
Proficient, typically a minimum of ‎0-‎2 years, experience related to branch
customer service in a major banking institution.
Awareness of branch customer service practices and regulations.
Note: you will be required to attach the following:
‎1. Resume / CV
‎2. Passport-size photograph