Internship Experience Qatar National Bank
During this week, I have acquired several new skills, and become aware of several things related to the Bank by getting information. I also faced some problems, got feedback from supervisor, and also made little contribution to the Bank.
The training completed in this week is Customer service in Card Centre of the Bank.
This week, I worked in the card centre of Qatar National Bank in which Mr. A works for customer services and Mr. K is the branch manager. The card centre in which I worked comprises of two sections, in Section 1, customer service is provided to facilitate customers applying for a new card, and in Section 2, cards are printed, and then they are collected by customer. This week I worked in Section 1, I will be working in Section 2 in week 2. The centre focuses on facilitating customers with new debit card, credit card, and e-cards etc. However, major aim of employees of this department of bank is to provide quick service to customers, so that they do not have to wait for a longer period of time in order to get their work done. The department also emphasize on working in an effectual and accurate manner so that requests from customer for cards can be entrained in a timely manner without any delay.
I learnt many useful information by working in this department of the bank such as I learnt that if a Qatari customer places a request for issuance of a new card, then bankers can access his account and the information of account via passport or ID card, but if customer is not a Qatari, then he should bring his ID card issued by government of Qatar. However, bankers can access any account with the help of mobile number, family name, bank account number, full name, and ID number of the customer. When a customer places a request for new credit card, application is sent to 5 supervisors for approval, and after the approval from all 5 supervisors card is issued to customers. If, however, one of the supervisors considers any information wrong, the whole application or request form is rejected, and new application of same customer is considered as new customer. Customers are, however, charged for new cards, such as for
Debit card, the fee is 50 QTR,
Credit card, the fee is 125 QTR
E-Card, the fee is 125 QTR
Prepaid Card, the fee is 30 QTR.
Credit card fee is only charged when customer request for upgrading, and when he/she applies for the card for the first time. When a customer applies for the card, his/her ID is scanned for checking record in system, and new application is printed, which is handed to customer so that he/she can fill the information like name, signature, phone number, and residential number etc. The rest information is filled by banker. I also filled the application by mentioning the fee and also signed the application. Credit card request is approved by customers by considering certain amount of money, and salary of person. The salary amount should be double in case of applying for credit card. The customer preference and willingness for paying 100% or 3% is asked for credit card. Then the card is send to section 2 or card printing section, after the approval from 5 supervisors, and if the information provided found to be correct, the card is printed otherwise it is rejected, and rejection exerts negative influence on grading of employee every month.
Different credit cards are offered to customer by the bank such as Platinum card, Bonus Reward Card, Bonus Reward Plus Card, Cash Reward plus Card, Cash reward American express, MasterCard Titanium and Visa Gold credit card, and College rewards card etc. there is salary requirement and points associated with every card such as for Platinum card, the salary required is 14,999 QTR to 35,000 QTR, and for every 6QTR, 1 point is earned. In the same manner, for QNB MasterCard Titanium Visa Gold, the minimum salary that is required is 15,000, and 1 point is earned for spending 8 QTR.
Problems or difficulties faced during the week:
During this week, I faced difficulty of contacting and interacting with customer, as different customers of different nationalities and languages visit the bank.
New skills learned
I developed many new skills this week during my internship in Qatar National Bank’s card centre such as I learned to be accurate and efficient, and facilitate customer in the lowest possible time. I leaned to interact with customers confidently. I have learned about the ways of promoting an organization’s products by providing offers to customers such as Qatar National Bank promoting its products by providing Ooredo points and Qatar Airways miles.
Trouble shooting or problem solving experiences:
I faced the problem of contacting and interacting with customer and in this regard my supervisor helped me. He encouraged me to meet every customer, and talk to every customer with confidence, and there is no need of hesitation. As a result of this motivation, I developed confidence, and contacted customers in an effectual manner.
Field supervisor’s feedback
The negative feedback that I got from my supervisor was that ‘You are always in hurry, and in that hurry you do not accomplish work in a proper manner’. He also indicated that ‘You do not have enough confidence to deal with different customers’. The positive response that I got from supervisor was ‘You respond promptly, and understand quickly, which is very good, and is essential requirement for becoming a good banker’.
Work environment
I found the work environment of bank friendly, as every person was willing to assist me in case of any difficulty, and every member taught me in a very polite manner. There is teamwork in the organization. The negative aspects are everything needs documentation and supervision as a result of which sometimes the work becomes hectic. Sometimes some information is acceptable for a supervisor, but at the same time it may not be acceptable for other, as a result of which whole process is delayed. There should be some autonomy at all levels.
I checked the applications that are given by customers for new cards, corrected mistakes, and also provided guidance to customers so that they fill application correctly, and in this way I contributed to ensure increase in revenue of bank, as many customers become willing to apply for a new card.
Summary of week’s learning:
The customer should fulfill requirements and follow the rules of the bank such as bring ID card and Passport before applying for the bank. Confidence should be built for contacting and interacting with customers. The application should be approved from supervisors before taking further step of printing. Customers should be facilitated quickly, and accurate work should be done.
