"I had a customer who wanted several overdraft fees reversed. It was clear from their history that they'd been using their debit card as a cash advance, hoping their transactions would pend long enough for them to get money in there. 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 from turning off overdraft protection to 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 any more could be reversed. Because I actively listened, empathized, and explained the situation on my end with transparency, they felt heard and expressed gratitude."

"Some think going above and beyond means giving stuff away or taking it upon themselves to bear their burden when delivering great customer service. That's no problem, but where I consistently shine is in my attitude, which I'm told is infectious. Nothing goes farther than genuine interest in another person, positivity, and a warm smile."