How do you ensure your customers understand the documents or contracts they are signing?

How to Answer
Entry Level Example
Bank Teller Example
Branch Manager Example

Wells Fargo offers over several products and services ranging from personal and commercial accounts to home and auto loans, so it will first be essential to demonstrate your desire and ability to understand and be knowledgeable about what you would be offering the customers. Next, demonstrate that you possess the necessary communication skills to help your customers understand the language of the paperwork and answer any questions they may have.

"I would first ensure that I know all the ins and outs of the contracts and documents required for all products and services we offer to become a subject matter expert. When working with customers, I would walk them through each page and provide them ample time to read the language and ask questions. I would not rush or push them in the process and would do my best to put the language in simpler terms the common person could understand."

"I highlight important information that customers need to know so that it stands out to them and they can easily find it when reviewing documents. I also have several one-sheeters with FAQs handy as well as step-by-step guides (for example if they are setting up mobile banking) to help customers better understand things."

"Since a majority of my role is to generate new business through accounts and loans, it's important that I first familiarize myself with the products and services I offer so that I can communicate the details to customers and help them understand why it benefits them. Since I process the applications, it's important that I know the language in the documents that customers need to sign, so that I can review it with them. I do this one-on-one, typically face-to-face, however, if they need a copy to sit in the lobby and review first, I always offer that option. I highlight important areas for them to read and I'm always available to answer any questions or address concerns they may have before signing any documents."