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Bank Teller

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AVG. SALARY

$37,670

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EDUCATION

High school (GED) +

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JOB OUTLOOK

Decreasing

Real-Life Activities

Real-Life Communication -- Solution

You are a customer service representative (CSR) at a bank. You have just spoken to an angry customer and must elevate his complaint to your superior. You want to explain his situation to the senior officer so that the client does not have to repeat himself. The client is already angry, and you want to do your best to make sure his complaint is taken care of quickly.

Here's what you could tell the senior officer at the bank:

I have a client who does not agree with an overdraft charge. He made a deposit to our ATM on the 30th. A check for rent was drawn from his account on the first of the month. His deposit on the 30th would have covered his rent check. However, his rent check bounced, and he was charged a fee from the bank. He was also charged a fee from the rental agency for the inconvenience.

He blames the bank for both charges. He demands the bank charge be reversed. He also wants the bank to cover the cost of the penalty that his rental agency charged him. And he wants an apology from us.

"Effective communication develops that important relationship with the bank, which makes for client loyalty," says Shruti Jumani. She works on the banking team for a securities company. She came to the job after gaining experience as a CSR at a bank.


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