MockQuestions

Capital One Bank Mock Interview

Question 9 of 27 for our Capital One Bank Mock Interview

Get More Information About Our Capital One Bank Interview Questions

Question 9 of 27

If you were having an interaction with a client here at Capital One Bank and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

As the forward facing client services representative with Capital One Bank, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that.

Next Question

How to Answer: If you were having an interaction with a client here at Capital One Bank and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

Advice and answer examples written specifically for a Capital One Bank job interview.

  • 9. If you were having an interaction with a client here at Capital One Bank and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

      How to Answer

      As the forward facing client services representative with Capital One Bank, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that.

      1st Answer Example

      "In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance and service staff have to give the final stamp of approval on in answering customers questions. In these situations, I have a great amount of knowledge where I can prepare the customer for speaking with the right person while also ensuring them that the sales, finance or service staff will provide the final answer. Then, I work quickly to get them to the right person."

      2nd Answer Example

      "In a situation where I didn't know an answer, I would ensure the client that we have the right staff in place that would be able to help them quickly and efficiently. I would communicate to the customer what the next step would be and if that would be me putting them directly in contact with someone or me taking their contact information and having someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "If I was having an interaction with a client and I was unable to help them. I would reassure the client, that we have staff that can assist them. I would then see who is available to be able to assist them. Then, I would communicate to the client that I can set them up with someone or be able to take down a form of contact information and have someone contact them within a reasonable time."

      Amanda's Feedback

      Focusing on the solution rather than your inability to help is important here. You've done so by talking about how you'd find another employee able to help or get back to them as soon as possible if the issue can't be resolved immediately. Consider also talking about how you'd learn how to resolve the issue from this experience so that you could confidently answer the question or handle the issue on your own in the future.

    • Next Question