"A customer called me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for Truist."

"Each customer complaint is unique; however, I have been trained to handle all of them with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."

"In this role at Truist, I would follow any designated procedures for handling formal complaints from your clients. If given the authority, I would first let the client know that we understand their concern and take it up the chain to determine how things get solved for them. If it took time, I would take the client's contact information and ensure they were followed up with promptly."