The clients of a financial firm like Scotiabank can display an arrange of emotions when they work with our client-facing teams. How would you handle a situation where a client was very angry?
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 in a client-facing role will at some point or another deal with an irate client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how critical communication was to make the situation right for the client.
"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 life-altering experience, and a loss or damage to an item is very stressful. I tried to put myself in the customer's shoes, see things from their perspective, and do my best to ease their situation. In this role with Scotiabank, these same skills would be vital for me to find solutions or the right person to talk to if needed."
