MasterCard Mock Interview
Practice 30 MasterCard interview questions covering payments technology, behavioral scenarios, and technical problem-solving.
Question 13 of 30
Would you break MasterCard policy to satisfy a customer?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
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.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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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