1. Describe a time when you had to handle a difficult customer. What was the situation and how did you handle it?
Last week, I had a customer come in to branch wanting to know why her balance was low. She was very upset and could not understand why she was charged a fee. First I greeted her, assured her that we would get her problem taken care of, and introduced her to our personal banker who could explain the fees to her. I performed a few more transactions after she spoke to the personal banker. She thanked me for being patient with her and for being understanding. She also appreciated how quickly the matter was taken care of without added frustration.
2. Describe a time when you had to manage a customer's situation based on a policy that you did not feel was fair. How did you handle this situation?
At Bank of America, there is a policy pertaining to one the bank accounts stating that one can only deposit and withdraw money at the ATM. If he or she comes inside, they will be charged a $8.95 fee. I had a customer who came into the bank expressing that she had lost her debit card and would not be able to use the ATM. At first, my manager was not going to waive the fee, I thought it was unfair because the lady clearly did not have her debit card. Policy exceptions are granted on a case-by-case basis. Because the lady lost her debit card, she could comply with the policy. Therefore, I spoke with my manager to grant a policy exception and waive the fee for her. In these types of situations, I try to uphold the policies and values of the company I work with, however, for this situation, a policy exception was needed.
3. Describe a time when you were too busy and could not get everything done for a customer. Explain the situation and steps taken.
At the bank, people can bring bonds in to redeem. The limit is 10 bonds per customer, per day. I was working at the drive thru and it is my obligation to work with those customers first. However, if...
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