Qatar Job Openings
Qatar National Bank
Associate Card Center Customer Service (Qatarization)
Doha
October 22, 2024
Job Purpose Summary:
The incumbent is mainly responsible assisting the Manager Card Center Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders & merchants the use of latest technologies (viz. chip card, contactless, mobile payments).
Essential Duties & Responsibilities by Dimensions:
A. Shareholder & Financial:
B. Customer (Internal & External):
C. Internal (Processes, Products, Regulatory):
D. Learning & Knowledge:
Education/Experience Requirements:
The incumbent is mainly responsible assisting the Manager Card Center Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders & merchants the use of latest technologies (viz. chip card, contactless, mobile payments).
Essential Duties & Responsibilities by Dimensions:
A. Shareholder & Financial:
- Act as a problem solver for cardholder and merchant by liaising the activities between branches and operations.
- Assist the Manager in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.
- Provide training to Customer Care Centre, Branches and DSA's.
- Recommend change in card processing process to improve customer services, reduce customer complaints and increase satisfaction level.
- Implements KPI's and best practices for Associate, Card Center Customer Service
- 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):
- Responsible for sensitizing the department to the needs of the customer and lead the customer focus initiative in the entire department.
- Negotiate and finalize Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turnaround time which will also help increase external customer satisfaction.
- Build and maintain strong and effective relationship with the all other related departments and units to achieve the Group's goals/ objectives.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Enhance relationships with VISA and Master Card and other brand affiliates (including alliance partners for reward programs).
- 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):
- Responsible for resolving all customer queries related to card issuing or acquiring business.
- Avoid delay in responding to customers' requests/call
- Carry out mystery shopping on competitor card products.
- Update comparative pricing structure for all Banks issuing cards in Qatar.
- Making sure that credit cardholders statements are delivered on time.
- Resolve the queries related to non-receipt of card statements.
- Ensure that timely delivery of e-statements for cardholders.
- Ensure that every cardholder receives SMS service.
- Compile and present relevant MIS on periodic basis for the Head of Cards, GM Retail Banking and the Group's executive management.
- Conduct reviews of the various card products in use at periodic intervals and provide a feedback on their performance to the Head of Cards.
- Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).
- Hold meetings with direct reports and assess their performance/ address their concerns as well as the Department's overall performance on a regular basis.
- Handle queries regarding requests for new/ renewed cards not yet issued received from branches/ other units or directly from the customers.
- Ensure consistent delivery of customer satisfaction and problem resolution, either directly by card center staff of through liaison with other departments.
- Monitor performance against the agreed TAT as specified in internal SLAs.
D. Learning & Knowledge:
- Possess a good knowledge of the card & merchant acquiring business and its related risks together with a good knowledge of operations and controls.
- Identify areas for professional development of self, and accordingly
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain current with all developments in professional field.
Education/Experience Requirements:
-
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
-
Excellent oral and written communication skills (including report writing) in English and Arabic. - Good interpersonal and presentation skills.
- Understanding of the relevant laws, regulations, and practices.
- Ability to make decisions and follow through with initiatives.
- Personal integrity and self-management.
- Planning, organising, and analytical ability.
- Results oriented.
- Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.
New Job Alerts
Marriott International, Inc
Front Desk Manager
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Guest Experience Expert (Chinese Speaker)
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Mgr-Ops F&B (HtlOps)
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Supervisor-Front Desk
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Guest Experience Expert (Front Desk Agent)
FULL TIME
November 14, 2024
View Job Description
ISS International SpA
Loss Prevention Engineer for Oil & Gas
Doha
November 14, 2024
View Job DescriptionLooking for similar job?
KEO International Consultants
Senior Associate Landscape Architect
Doha
August 28, 2024
View Job Description
QNB
Associate Custody Client Management and Business Development
Doha
August 26, 2024
View Job Description
Global Green Growth Institute
Operations Associate, Qatar Program
Doha
August 22, 2024
View Job DescriptionTalent Pal
Associate Customer Relationship Management QNB First - QNB
Doha
August 30, 2024
View Job DescriptionSee What’s New: Qatar National Bank Job Opportunities
Qatar National Bank
Senior Associate - Safety (Qatarization)
Doha
November 14, 2024
View Job Description
Qatar National Bank
Assistant Vice President Asset Management Domestic Sales (Qatarization)
Doha
November 14, 2024
View Job Description
Qatar National Bank
Senior Associate Treasury Settlements (Qatarization)
Doha
November 14, 2024
View Job Description
Qatar National Bank
AVP, Treasury Middle Office and Market Risk Analytics
Doha
November 14, 2024
View Job Description
Qatar National Bank
Assistant Manager Recruitment Sourcing (Qatarization)
Doha
November 14, 2024
View Job DescriptionNew Job Alerts
Marriott International, Inc
Front Desk Manager
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Guest Experience Expert (Chinese Speaker)
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Mgr-Ops F&B (HtlOps)
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Supervisor-Front Desk
Doha
FULL TIME
November 14, 2024
View Job Description
Marriott International, Inc
Guest Experience Expert (Front Desk Agent)
FULL TIME
November 14, 2024
View Job Description
ISS International SpA
Loss Prevention Engineer for Oil & Gas
Doha
November 14, 2024
View Job Description