QUESTION 13 OF 30

Would you break MasterCard policy to satisfy a customer?

In finance and credit card services, employees must follow the guidelines given. These guidelines are dictated by the government, various finance and credit laws, and MasterCard. MasterCard has reasons for implementing its policies.

It's important to know when it is appropriate to bend such rules and which ones require adhering to the chain of command. Discuss how you would satisfy a customer despite policy restrictions and when you feel it is appropriate to work around such policies.

"If it were evident that bending a policy was the only option to satisfy a customer, I would escalate the issue to my direct supervisor to see what can be done. Customer service is nuanced, and I want to represent the brand boldly. I try to exude confidence and assure the customer that I am doing everything possible. With that said, I do not believe it is my place to make a call like that all on my own. I will always consult a superior first."

"If faced with this type of situation, I would ask for help before entertaining breaking protocol. Flexibility is essential whenever possible, but so are respecting boundaries and policy."

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MasterCard Mock Interview

Would you break MasterCard policy to satisfy a customer?

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30 MasterCard Interview Questions & Answers