Key responsibilities

• Proactively market the Retail Bank’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
• Cross selling of Retail Bank products and services to help increase market share and associated revenue/profit goals.
• Implement KPIs and best practices for Associate, Domestic Sales Center.
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Enhance the Group’s image through proactive customer-driven servicing of their needs.
• Visit customers at their convenience either at their office or residence to market the bank’s products and obtain complete documentation.
• Attend and resolve all customer queries within the specified TAT to ensure customer satisfaction.
• Convey customer feedback on products and services to the Manager/Assistant Manager.
• Create and maintain strong networking relationships with key contacts in ministries and private companies.
• Assist customers in their queries on Bank’s product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs).
• Build and maintain strong relationships with related departments/units.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
• Ensure application forms are accurately filled and supporting documentation provided.
• Act as the first point of contact especially for new customers, answering queries and providing information.
• Assist customers in filling out various forms and applications such as opening accounts, applying for ATM, credit cards, loans etc.
• Coordinate with operations staff on an as-needed basis to ensure smooth operations and timely service delivery.
• Refer to Direct Sales Supervisor for unresolved queries from customers.
• Submit periodic reports to Sales Supervisor on calls made and recommendations on business growth.
• Monitor customer service standards and look for creative ways to improve service delivery.
• Ensure compliance to internal service quality standards and audit requirements.
• Maintain updated knowledge of the key features and benefits of all QNB Retail products and services.
• Attend training programs organized by the Bank.
• Maintain thorough knowledge of competitor products, pricing, and market activity.
• Identify areas for professional development of self.