Within finance, you may come across a wide variety of personalities, some of which may be intimidating or overbearing. Your interviewer wants to see whether you possess the emotional intelligence and maturity to deliver consistent customer service, regardless of your customer's character or background. "When it comes to supporting our customers, it's all about building relationships. Connecting with customers, listening, and acting with empathy as you work to understand their long-term goals. You'll make an impact on their financial futures every day, with the support and resources of one of the world's largest financial firms." Share your approach while showcasing your emotional maturity. If you have encountered a situation like this, discuss how you communicated and built a relationship.