How would you handle a customer complaint over an overdraft fee?
As a Teller with HSBC, you will be expected to handle customers who come to you with issues. While their issues can stem from multiple reasons, your interviewer wants to know you have the wherewithal to handle these situations with patience and calm. Draw upon your experiences, your knowledge of HSBC, how you've handled customer issues directly, and how you would handle similar situations with HSBC Bank.
"I know that in most cases, HSBC charges interest, not overdraft fees. Similar to a loan. So, if there was confusion surrounding this, I would clear it up with the customer. I also feel it would be important to hear the customer out and let them explain their situation. Most importantly, I would make it my priority to connect the customer with any available resources to help them prevent similar situations in the future. This lets the customer know that HSBC Bank cares about their financial well-being and is willing to help them moving forward."
"In my current job, I often have to work with customers face to face when they enter our store with issues, and I would take the same approach here that I do with them. First, I listen intently to their complaints and explain what I heard. Then I use my best judgment to consider how to move forward to resolve their complaint. If the issue was a bad product, I would follow our return policies and assist the customer as best as I can. If their issue involves our service, I would direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard to learn the ins and outs of all aspects of HSBC Bank so I could be resourceful in working with customer complaints."
You need to understand how HSBC's overdraft program works. For example, in most cases, they don't charge fees, but rather interest on the amount borrowed. "Most current accounts allow you to apply for an arranged overdraft. This is an agreement in advance that you may borrow money when there is no money left in your current account. The arranged overdraft limit - which is the maximum amount you can borrow - is based on your credit rating and how much you can afford. There will usually be a cost for using an arranged overdraft in the form of interest and sometimes fees."
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