If you were having an interaction with a client here at State Street, and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?
In a client-facing role with State Street, you may be asked serious financial or market-related questions that you either don't know or aren't qualified to answer. You still need to resolve the matter in those situations, even if you need to dig around or outsource or clear possible strategies with your bosses. Make sure you give the client a timeline for an answer. Humility and a solutions-oriented approach are essential here: be clear that you will not attempt to answer a question that you are not qualified to answer, but leave them with confidence that you will work for a resolution.
"In my current role in customer service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance, and service staff have to approve. If I can't lean on my expertise or authority in these situations, I reach out to those who can. Being a facilitator is as much the job as being an expert, and I prefer to have as many options as I can have in this field."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
Depending on how time-dependent the situation is, I would try to escalate to someone within my department who can help me reconcile with the client. I think running into these types of problems is unavoidable in just about any career, but if we aren't asking questions and utilizing the resources at hand then we will never be able to solve them on our own.
Marcie's Feedback
Nice! Don't forget to emphasize how resourceful you are. Consider mentioning that right at the start of your response and then going into how you would escalate the situation, consult with a colleague, and/or research the question using company materials or the internet. If you can also provide a specific example of a time when you handled this type of situation, that would further strengthen your answer. Good job!
Anonymous Answer
I would be honest with them and explain that I did not know the correct answer to their question. Depending on the situation, I would go over what the next step would be, whether that is for me to do research or get them in touch with someone who can help. Lastly, I would confirm that I fully understood what they were asking and if there would be any corresponding questions that would also need to be looked into.
Marcie's Feedback
It's great that in this instance you would be honest and would also address the next step with the customer. Don't forget to emphasize your resourcefulness as well. Discuss how you might go about finding the answer to their question on your own to show that you are open to taking the initiative and putting the work in. Good job!
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