Senior Customer Service Officer
Qatar National Bank
مجموع سنوات الخبرة :18 years, 4 أشهر
Senior Customer Service Officer, (Custody Department):
- Assisting the Head of Sales in business development;
- Liaising with other departments so as to provide any kind of support that might be required from the sales team to support trade or clients.
Shareholder & Financial:
· Perform activities within the assigned Credit Risk Strategy that reflects the Group’s tolerance for risk and the level of profitability the Group expects to achieve for incurring various credit risks.
· Use standardized process for preparing / evaluating credit proposals ensuring that all approved credits are within QNB’s Credit Risk Strategy.
B. Customer (Internal & External):
· Coordinate with Compliance Group to ensure an appropriate response to obtain updates on regulations pertaining to credit risk review that are promulgated by QCB, if any.
· 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.
- Adhere to the Turnaround Times (TAT) specified in the SLAs.
C. Internal (Processes, Products, Regulatory):
· Perform credit assessments, and comply with established/ approved credit risk policies and procedures, QCB guidelines and Basel.
· Coordinate with business unit Private Bankers for the timely receipt of customer documents/ other information required to evaluate the credit worthiness of the proposed borrowers.
· Assist in the assessments on credit proposals by preparing a report which analyzes the various credit risk facets to measure a final credit risk rating including an assessment of the requested facility and guarantees provided, client management and background, industry analysis, country analysis, external agency credit rating (if applicable), financial and cash flow analysis and the risk rating from the credit risk rating tool.
· Support Head of Private Banking in preparing a recommendation to extend, decline, or request further structuring/ guarantees/ collaterals to the deal to minimize credit risk to meet QNB credit risk standards.
· Coordinate activities with business units to ensure the timely processing of customer credit requests within established TATs.
D. Learning & Knowledge:
· Possess an understanding of business processes and controls in all related credit/ operational areas.
· Maintain an understanding of all pertinent regulations as well as best practices pertaining to the overall credit operations.
E. Other:
· Maintain utmost confidentiality in regards to customer information gathered in the credit assessment process.
Provide inputs to the Relationship Manager in developing and implementing strategies and plans to achieve all volume, revenue, and profit targets for the Private Banking (HNW) segment.
Customer (Internal & External):
Act as the single point of contact for all services all needs/
Provide inputs to the Relationship Manager in the preparation of Service Level Agreements-(SLAs) with internal departments/ units which reflect the need for priority servicing of Private
Build and maintain strong and effective relationship with the all other related departments and units to ensure priority processing and resolution of the needs/ queries of such customers including any related operational issues and thereby facilitate achievement of the Group’s goals/ objectives.
Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required on the HNW customer base.
Provide inputs to the Relationship Manager for developing a credible set of products to attract and retain valuable customers and thereby increase market share and profitability.
Implement marketing strategies for the products and services offered by the department.
Maintain the HNW customer base through provision of superior services.
Participate in processes for launch of new products tailored for the HNW customer segment.
Market the Group’s products and services to the HNW customers
Conduct visits to HNW customers to strengthen relationships through personalized interaction and at the same time market Group products and services, as and when directed by the Relationship Manager.
Comply with the approved policies and procedures for governing account opening operations (deposit and loan accounts) with respect to the documentary and other requirements, including any pertinent legal requirements.
Compile relevant MIS pertaining to segment/ product-wise performance to the Relationship Manager
• Receive clients and determine inquiry/application type.
• Assist clients face to face, via phone, and email in a professional manner.
• Enter all orders and notes into a customer service database and direct to the concerned TCAD staff.
• Answer incoming telephone calls and route them to appropriate person-as per the first up system.
• Contribute to team effort by accomplishing related results as needed.
• Other tasks as assigned by management.
• Raising Material Purchase and Service Orders using Oracle.
• Helicopter Bookings, Travel Authorization, PPE, Office Supplies, …etc using Louts
• Helicopter Bookings.
• Prepares offshore scurity passes.
• Final Well Reports: responsible for coordinating / generating the FWPs. This includes collecting and organizing FWP data, building the binders, burning CDs, and sending the completed FWP to QP.
• Travel arrangements for the department.(includes airline tickets, hotels, cars, drivers).
• Responsible for distributing invoices and filing the daily IADC reports.
• Responsible for the Office Supplies.
• Dealt with customers.
• Assisting the customer requirement in the branch.
• Handling customer problems.
it is an Associate in Arts(AA) degree, which is intended primarily for students planning on transferring to a senior college or university to receive a baccalaureate degree. AA Degree are required to complete a 60 credit hour, 30 general education core requirement, and another 30 credit hour of study field that student want to study.