Job Details of Associate Card Center Customer Service

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.

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).

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 MasterCard 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.

- Lead the benchmarking process to determine the Group’s standing vis-à-vis its competitors and give the Group a competitive edge in the credit cards business.

• 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.

• 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