Customer Service Agent

Job Description: Customer Relationship Officer

Job Summary:
The Customer Relationship Officer plays a crucial role in delivering high-quality customer services and acts as the bank's primary relationship officer for various customer segments. The role involves conducting interviews, advising customers on the bank's products and services, and promoting electronic channels. The key focus is to enhance customer relationships, identify opportunities for cross-selling, and contribute to the growth of the bank's customer base.

Key Accountabilities:

Customer Relationship:
1. Interview and advise customers on the full range of the bank's products and services.
2. Assess opportunities for cross-selling and actively engage in marketing activities to attract new customers.
3. Conduct proactive calls during special promotions to attract new customers to the bank.
4. Assist customers in completing required formalities for various transactions.
5. Promote electronic and self-service channels, educating customers on ATM usage, POS, call center, SMS, IVR, and other digital platforms.
6. Receive and address customer complaints, ensuring timely resolution and customer satisfaction.
7. Forward signed documents with necessary approvals to the Opening Workstation for processing.
8. Ensure dispatch of all customer transactions to the opening workstation and timely customer delivery.
9. Complete all financial and non-financial transactions during the day.
10. Liaise with branches, departments, and risk management for referrals and follow-ups, ensuring compliance with SLAs.
11. Follow up on identified business opportunities and update team leaders on portfolio account development.

Continuous Improvement:
1. Contribute to the identification of opportunities for continuous improvement of systems, processes, and practices.
2. Recommend improvements to departmental procedures and oversee their implementation.

Policies, Systems, Processes & Procedures:
1. Ensure compliance with relevant policies, systems, processes, and procedures.
2. Direct the implementation of instructions and controls covering specific areas of activity.

Statements and Reports:
1. Assist in the preparation of timely and accurate departmental statements and reports.

Quality, Health, Safety, & Environment:
1. Adhere to quality, health, safety, and environmental procedures, instructions, and controls.

Related Assignments:
1. Perform other related duties or assignments as directed.

Competencies:
- Communication
- Customer Service
- Integrity/Ethics
- Interpersonal Skills
- Quality
- Risk Management
- Strategic Thinking/Management
- Teamwork

Skills:
- Ability to work under pressure
- Accuracy and attention to detail
- Effective communication
- Extensive knowledge of the banking sector in Qatar and the region
- Knowledge of Retail Banking Industry and branch banking
- Numerical skills
- Risk Management
- Time Management skills

Education:
- Degree in Business Administration