Newcastle Building Society Mock Interview

Prepare for 27 Newcastle Building Society interview questions covering member service, local banking values, and mutual principles.

Question 25 of 27

The clients of a financial firm like Newcastle Building Society can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with Newcastle Building Society, these same skills would be vital for me to find solutions or the right person to talk to if needed."

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