Bank of America Mock Interview
Practice 85 Bank of America interview questions covering behavioral scenarios, financial acumen, and client service excellence.
Question 67 of 85
If you weren't able to answer a customer's question or solve their problem on your own, how would you handle the situation?
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Community Answers
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
As the client services representative with Bank of America, you may be asked serious financial or market-related questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how their question will be answered and then deliver a timeline of when it can be answered. Even if you are unable to answer a customer's question, you need to be able to point them in the right direction or know where to turn to find the answer.
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that need to be answered by our sales, finance, and service staff. In these situations, I can prepare the customer for speaking with the right person while assuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"If I didn't know an answer, I would assure the client that we have the right staff to help them quickly and efficiently. I would communicate to the customer what the next step would be and do my part by connecting them with the proper person. Setting the right course and timeline is important in this situation."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
One of their core values is 'Deliver Together,' where they discuss their team mentality at Bank of America. When discussing how you would lean on your team or the resources the company offers you, make sure your messaging embraces this principle, which they explain as "We believe in the importance of treating each client and teammate as an individual and treating every moment as one that matters. We strive to go the distance to deliver with discipline and passion. We believe in connecting person-to-person with empathy and understanding. We believe everything we do for our clients, teammates, and the communities we serve is built on a solid business foundation that delivers for shareholders."
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