Job Summary

To provide one stop banking solution for Sadara customers (through combining Teller and Customer Service role), in order to provide integrated high quality of services for the Sadara customer. Demonstrate sound knowledge of the Banks products and services, willing to learn and develop new skills. Having a flexible attitude to work geared to meeting the Bank and customer needs. Keeping customers at the heart at all times and ensuring delivery of superior quality of service whilst adhering strictly to all relevant regulatory and risk frameworks of the bank. Cash management of all debit/credit transactions. It is a Universal Agent role. 

Key Accountabilities

Customer Service

•   Initiate contact and probe about the customer needs through increased interaction time, in order to better map customer needs to recommend appropriate products and or offerings.

•   Provide highest levels of customer service to new and existing customers and act as the “one-point of contact” to fulfil all needs of customers, making use of cross referrals

•   Solicit client feedback on value proposition and for new product ideas and ensure communication of customer feedback to relevant internal stakeholders.

•   Manage walk in customers and assist RM’s as and when needed to ensure smooth customer experience.

Teller Operation

•   Handle all teller activities in processing and recording transactions for bank customers (including but not limited to cashing checks, accepting deposits, withdrawals, processing loan payment, money transfers and foreign exchange), in order to provide high quality services for the CBQ branch customers.

•   Conduct all cash management activities as teller (such as but not limited to activities involving receiving paid cash in counter, acting as joint custodian for branch cash, posting and recording of all cash entries, and conduct handover cash in the end of shift), in order to ensure all branch cash management activities are done in compliance to CBQ guidelines and standards.

Other Accountabilities

Revenue generation

-    Collaborate with CBQ stakeholders to maximise cross referral opportunities.

Continuous Improvement

-    Contribute to the identification of opportunities for continuous improvement in systems, processes and implementing best practices geared to reduction of costs and making overall improvements.  

Policies, Systems, Processes & Procedures

-    Recommend improvements to departmental procedure and direct the implementation of instructions and controls covering a specific area of activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service

Statements and Reports

-    Assist in the preparation of timely and accurate departmental statements and reports to meet CBQ and department requirements, policies and standards.

Quality, Health, Safety, & Environment 

-    Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of self, customers and all employees, quality of products/services and environmental compliance standards are maintained.

Related Assignments

-    Perform other related duties or assignments as directed by their line Manager and requested by RMs to follow up with Back office if needed

-    Supporting other lounges as and when required.

Skills

Key Interactions

Competencies

• Account Management
• Adaptability/Flexibility
• Customer Focus
• Customer Service
• Decision Making/Judgment
• Job Knowledge
• Managing Conflict
• Meeting Management
• People Development
• Productivity
• Quality
• Results Focus
• Sales Goals
• Sales Organization
• Sales Skills
• Sales Team Support
• Self Development
• Strategic Thinking/Management
• Team Leadership
• Technical Skills
• Territory Management
• Vision and Values

Skills

• Ability to interact with internal and external stakeholders in a multi-cultural environment
• ATM Knowledge
• Auditing
• Auditing
• Bank Checks
• Bank Computer Systems
• Bank Operations
• Bank Operations
• Bank Policies and Procedures
• Bank Policies and Procedures
• Bank Policies and Procedures
• Bill Payment Procedures
• Bond Services
• Branch Management
• Budgeting
• Building and Managing Teams
• Cash Drawer Balancing
• Cashiers Checks
• Certificates of Deposit
• Certification in Anti money laundering (CAMS certification)
• Check Cashing Procedures
• Checking Accounts
• Checking Accounts
• Closing Procedures
• Consumer Lending
• Credit Card Accounts
• Customer Conflict Management
• Customer Contact Management
• Customer Focus
• Customer Relationship Management
• Customer Service
• Customer Service
• Customer Service
• Customer Service
• Customer Service Orientation
• Customer Surveys
• Data Entry
• Deposits and Withdrawals
• Direct Customer Interface
• Due Diligence
• Escalation Procedures
• Escrow Services
• Extensive knowledge of the banking sector in Qatar and the region
• Financial Analysis
• Financial Consulting
• Financial Product Knowledge
• Financial Products
• Financial Products
• Foreign Exchange
• Foreign Exchange
• Functional Management
• Holiday and Vacation Clubs
• In-depth knowledge of cheque processing
• Insurance Knowledge
• Interpersonal Relations
• Issues Management
• Knowledge of AML/ CFT process and KYC regulations
• Knowledge of Retail Banking Industry and branch banking
• Leadership
• Listening
• Loan Management
• Loan Payment Procedures
• Loan Processing
• Mutual Funds
• Negotiating
• New Accounts
• Night and Mail Deposit Procedures
• Online Banking
• Online Banking
• Online Banking
• Oral/Written Communications
• People Management
• Performance Management
• Personal Banking
• Planning
• Private Client Services
• Problem Solving
• Problem Tracking Tools
• Product/Service Knowledge
• Recruitment
• Regulatory Compliance
• Regulatory Compliance
• Regulatory Compliance
• Relationship Management
• Relationship Management
• Resource Management
• Risk Analysis
• Risk Management
• Safe-Deposit Box Procedures
• Salesmanship
• Salesmanship
• Savings Accounts
• Savings Accounts
• Security Procedures
• Security Procedures
• Series E Bonds
• Service Culture Creation
• Service Level Agreements
• Strategic Planning
• Teller Computer Systems
• Travelers Checks
• Vault Procedures

Education

• Bachelor’s Degree, preferably in Business-related major