"There was a customer that wanted several overdraft fees reversed. Looking at their history, I saw they'd been using their debit card as a cash advance, hoping their transactions would pend long enough for them to get money in their account. It was clear they'd been working the system. But on this occasion, it seemed to be an honest mistake. A transaction that had been canceled and disputed had gone through. I offered them several options, including turning off overdraft protection and setting up direct deposit. When they agreed to set up these options on their account, it was clear they were trying to turn the corner. I reversed two out of three overdrafts but explained how long it would be before more could be reversed. By actively listening, empathizing, and explaining the situation on my end with transparency, they felt heard and expressed gratitude."

Your answer will reveal your attitude and passion for working in a customer-centric environment. The interviewer wants to know what customer service in action looks like for you. It is important to represent their brand with positive enthusiasm while respecting a customer's privacy and the company's policies and protecting the company's assets.