Senior Member Service Interview

Can you describe a time when you provided outstanding customer service?

An elderly member needed help with logging in to their online banking. They came into the branch and I was able to print off screen shots of the log in and password change screens with numbered steps as to what they needed to type or click on. The member went home to log in but called in because they were getting a message to say their password was wrong. With a few questions I was able to determine that they had a previous password save. I asked them what browser they were using and by making sure I had all of the browser options on my computer, I was able to walk them through deleting their saved password and log in successfully.

Your answer well addresses the question about providing outstanding customer service, specifically within a banking and finance context. It demonstrates key skills: empathy, problem-solving, and effective communication. You identified a specific situation involving an elderly member, which showcases your ability to cater to diverse customer needs. Your proactive approach in creating visual aids and your patient guidance through the troubleshooting process reflects a genuine commitment to helping the customer succeed.

To enhance your answer, consider the following:

1. Impact Statement: Include the outcome of your assistance. For instance, mention how relieved the member felt once they successfully logged in, which would highlight the emotional aspect of your service.

2. Personal Touch: Briefly note any rapport you built with the member, which would underscore your interpersonal skills and ability to connect with customers on a personal level.

3. Reflection: Adding a sentence about what you learned from the experience or how it reinforced your commitment to customer service would round out your answer and show growth.

Overall, your answer is solid and demonstrates your capability in a customer service role.

Rating: 4/5.

How would you handle a situation where a member is dissatisfied with a service?

We often have members that are very unhappy with changes to things like fees and interest rates. I had a member with a large GIC that was proceeds from a house sale and he was using the interest amounts paid out monthly to cover his rent while they searched for a house. We had a drop in out GIC rates but had a promotion savings account at the time. Unfortunately the saving account was short term and only for new funds to DUCA. I spent the best part of 2 weeks going back and forth with the manager to try and get this member a rate exception that would match the savings account rate. Unfortunately, I was not able to get a rate match for this member and he ended up moving the funds to another bank for one of their new money offers. I apologized to the member and explained that I had done everything I could and we just couldn't match the rate. The member must have appreciated the hard work that I put into this as a few months later he emailed me again when his offer was up with the other bank to see what kind of rate exception I could get. At this time our rates had increased a bit and I was able to secure him a good rate with interest paid out monthly as he needed. I realized that it is important to put in the effort even if you can't meet the member's expectations the first time as they may come back to you because you made them feel like their needs are a priority.

Your answer demonstrates a good understanding of the importance of customer service and member retention, particularly in the banking sector. You've effectively illustrated a real-life scenario that showcases your problem-solving skills, persistence, and commitment to addressing member concerns. A few key strengths of your response include:

1. Contextualization: You provided a concrete example of a member's dissatisfaction, which makes your answer more relatable and credible.

2. Effort and Advocacy: You emphasized your commitment to advocating for the member's needs, showing that you take ownership of the situation.

3. Resolution and Follow-Up: By including the follow-up instance where the member returned, you illustrated the potential long-term benefits of good customer service, reinforcing that even unsuccessful outcomes can positively impact member relationships.

To improve your answer, consider the following:

1. De-escalation Techniques: Mention specific strategies you use to calm down upset members. This could include active listening, empathizing with their concerns, or validating their feelings.

2. Preventive Measures: Discuss how you would communicate changes beforehand or educate members about options available. This proactive approach can help prevent dissatisfaction initially.

3. Reflective Learning: You might include a brief note on what you learned from the experience about member expectations or service improvements.

Overall, your answer is quite strong, but enhancing it with these points can provide a more comprehensive view of your problem-solving approach.

Rating: 4/5

What do you think are the keys to successfully training new team members?

One of the most important things is to be empathetic and remember what it felt like to be new at a job. When training new MSRs I make sure that I am patient with them when explaining new procedures and products. I remember how it often felt like too much information too fast. I have have also spent a lot of time making training guides with pictures and screen shots to help visual learners when learning new procedures. I also like to make sure that I give them lots of opportunities to ask questions or ask me to go over a certain topic again if its something they aren't as familiar with. Even with team members who have been with us for quite some time, it is important to me that they know that I am always available for questions. Even when there are times that I don't know the answer I will do all I can to help them find the right answer.

Your answer effectively highlights several important aspects of training new team members, such as empathy, patience, and providing visual aids. You emphasize the significance of understanding the new employee's perspective, which can foster a supportive and inclusive training environment. This is a crucial point, as it sets a positive tone for the learning process.

Additionally, you demonstrate a proactive approach to training by creating guides with visuals to cater to different learning styles. Encouraging questions and offering continuous support even after initial training reflects a commitment to ongoing development and openness, which can greatly enhance team cohesion and morale.

To strengthen your response, consider incorporating the following elements:

1. Structure: Use a clear framework that outlines your training philosophy. For example, start with an introduction about the importance of training, then discuss your strategies (like empathy and visual aids), and conclude with the ongoing support aspect.

2. Examples: Briefly share a specific success story or scenario where your training techniques led to a positive outcome for a new team member. This adds credibility to your approach.

3. Feedback Loop: Mention the importance of seeking feedback from trainees about the training process. This supports continuous improvement for future training sessions.

Overall, your answer is well thought out and articulate. I would rate it 4/5, as it effectively covers key areas but could benefit from enhanced structure and specific examples to demonstrate its effectiveness further.