If you were having an interaction with a client or colleague here at Plaid, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

How to Answer
1st Answer Example
2nd Answer Example

In a front-facing role with Plaid that requires you to liaise with financial institutions or fintechs, you may be asked complex or esoteric questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the individual(s) the plan you have in place to get that question answered. Make sure you deliver a timeline for when it can be answered. Humility and a solutions-oriented approach are key here; be clear that you will not attempt to answer a question that you are not qualified to answer, and ensure that you will do everything in your power to find an answer. Maintaining trust and confidence with clients, colleagues, and business partners is critical.

"In a situation where I didn't know an answer, I would reassure the individual that we have the right staff in place to help them quickly and efficiently. I would communicate what the next step is, whether that is putting them directly in contact with the right person or letting them know when they can expect to hear from me with follow-up information."

"In my current role in customer service with (XYZ) company, I frequently get asked questions that our sales, finance, and service staff have to give the final stamp of approval on. In these situations, I have sufficient knowledge to prepare the customer for speaking with the right person, while also ensuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."

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How to Answer: If you were having an interaction with a client or colleague here at Plaid, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

Advice and answer examples written specifically for a Plaid job interview.

29. If you were having an interaction with a client or colleague here at Plaid, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

How to Answer

In a front-facing role with Plaid that requires you to liaise with financial institutions or fintechs, you may be asked complex or esoteric questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the individual(s) the plan you have in place to get that question answered. Make sure you deliver a timeline for when it can be answered. Humility and a solutions-oriented approach are key here; be clear that you will not attempt to answer a question that you are not qualified to answer, and ensure that you will do everything in your power to find an answer. Maintaining trust and confidence with clients, colleagues, and business partners is critical.

Written by Rachel Hills on December 1st, 2021

1st Answer Example

"In a situation where I didn't know an answer, I would reassure the individual that we have the right staff in place to help them quickly and efficiently. I would communicate what the next step is, whether that is putting them directly in contact with the right person or letting them know when they can expect to hear from me with follow-up information."

Written by Rachel Hills on December 1st, 2021

2nd Answer Example

"In my current role in customer service with (XYZ) company, I frequently get asked questions that our sales, finance, and service staff have to give the final stamp of approval on. In these situations, I have sufficient knowledge to prepare the customer for speaking with the right person, while also ensuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."

Written by Rachel Hills on December 1st, 2021

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