Customers can become upset with SchoolsFirst FCU policy at times. How would you handle a customer who is angry because they do not agree with a policy?

"I have a lot of customer dispute training which has given me some thick skin when it comes to challenging situations. I know that bank policy can seem convoluted at times, difficult to understand, or even frustrating, so I do have empathy for customers who are upset over policy. I take the time to review policy in easy-to-understand language. It's also important that I unpack what their needs are and what is truly concerning the customer. Usually, I can find a solution or at least a work-around that satisfies the customer."

"If I cannot seem to calm a customer down, due to a policy, I will straight out ask them what I can do, aside from change policy, to make them happy. Often it isn't the policy itself but that the customer feels stuck in some way. When the customer is aware that I am willing to rectify the situation, they are much more likely to level with me."