Bachelor Degree in Business Administration or Commerce.
From 1 year to 4 years of experience with fair knowledge of bank products & services.
Customer oriented attitude
Very good communication skills
Ability to take and transcribe instructions
Persuasive, ambitious and approachable
Very good negotiation and sales skills
Good knowledge of computer and telephony environment Fluency in Arabic and English written/spoken
Based at the Branches Network Outside Calls
Duties & Responsibilities::
Represent active daily point-of-contact for customers requesting or inquiring on different bank products (whether in person or by phone).
Handle/direct the customers’ requests to the concerned head office processing centers and follow up their processing according to the applied SLAs.
Host customers and prospect customers at the branch, maintaining QNB ALAHLI's professional image so as to attain their optimum satisfaction level.
Responsible for managing a portfolio of assigned customers (Banky, Tamayoz or QNB First), handling their requests and maintaining the relationship with them to provide them with the relevant banking solutions resulting in optimum customer satisfaction and maximizing the bank’s profitability.
Set effective action plans to achieve the assigned portfolio targets as designated by the Markets Management, taking into consideration any changes that may occur to the assigned segment.
Maintain and develop cross-selling transactions through cultivation of account relationships. Maintain personal contacts with individuals through business calls, appointments and cross selling.
Develop new business from prospect customers through the utilization of all services of the bank and augment services in the ones already established.
Monitor arising customer opportunities on regular basis and plan an action plan per customer using Delta Portal’s different features (Opportunities, Appointments, Tasks and Discussion Topics).
Compile and analyze customer needs and address the customers with the right banking solutions.
Ensure addressing customer’s enquiries and complaints (through customer calls or branch visits), seizing every opportunity to maintain their optimum satisfaction and tackling new business opportunities.
Keep awareness of the market activities and trends and industry norms through following up on the news and periodicals in order to address the customer’s needs for banking solutions and to build insight on permeating new business opportunities.
Handle inheritance cases
Finalize the required daily journal operations on daily basis in an efficient and timely manner.
Act as a replacement for the branch’s main Vault Key & archive key.
Keep close monitoring of the handled accounts business activities and report any suspicious activities in regard to money laundering or compliance regulations.
Process the documentation of facilities’ files systematically, ensuring the fulfillment of files including the required documentation, agreements, commitments, historical data, memoranda, supporting documents, IDs, investigation reports, correspondence, news clippings, and other miscellaneous forms.
Maintain close follow up on the clients' positions, movements, expired/ overrun limits, missed facilities’ installments and delinquent credit cards, so as to keep control of the customers’ portfolio risk.
May assemble credit investigation required by facilities’ cases.
Responsible for achieving the assigned commercial targets of the different bank’s products and service and contribute to boosting the bank’s profitability.
Assist in addressing other colleague’s assigned customers’ requests, in case of absence.
File and archive transactions and supporting documents and handle proper custody of customer’s files.
Prepare periodic reports, statistics, and analysis for the handled accounts performance in order to provide the Branch Manager, Retail Head and Markets with the overall view of business performance, thus resulting in the most efficient decision-making regarding business development.
Maintain the protection of customers’ data and the custody of the following items (Proxies, all types of Cards, PIN, Cheque books in addition to the Hard token related to the internet banking services)
Guarantee that a professional level of service is offered to all clients who visit the branch (whether recruited in this branch or in others).
Attract new clients and promote more Bank products, services, and packages to existing segmented clients so as to achieve the portfolio target.
Adopt all policies and procedures in order to guarantee that the bank’s business is conducted in compliance with Local Laws, Internal rules and regulations, as well as International Standards.
Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.