How to Answer: If you weren't able to answer a customer's question or solve their problem on your own, how would you handle the situation?
Advice and answer examples written specifically for a Bank of America job interview.
39. If you weren't able to answer a customer's question or solve their problem on your own, how would you handle the situation?
Why the Interviewer Asks This Question
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.
Written by Kevin Downey on February 6th, 2023
What You Need to Know
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."
Written by Kevin Downey on February 6th, 2023
1st Answer Example
"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."
Written by Ryan Brunner on October 8th, 2020
2nd Answer Example
"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."
Written by Kevin Downey on February 6th, 2023