Reflection On Ebanking

Chime

- What was your most recent customer support, account management or client relations position and what was your favorite part of the job? What was your least favorite piece?

For the past 4 years, I was an Account Executive at Banorte Bank where I managed customer accounts ranging from small checking accounts to large business payroll deployments. I educated clients on the different product offerings and trained them on how to use our ebanking system while providing technical support throughout the entire on-boarding process.

My favorite part of the job was creating a long lasting relationship with customers. It is rewarding to know that our customers trust us, and as a result, they remained loyal to our company. Sometimes, I’ll have customers who would visit my office just to say “Hi” to the team because they valued our

How did you handle the situation and how did it turn out?

I had a customer who got very angry because the credit card equipment that he ordered from us took a while to arrive - he needed it for an event and had waited for two-weeks before deciding to contact us.

I understood his frustration and apologized for the situation, then reassured him that the credit card machine will be delivered before his event date.

Then, I communicated to the team about the product delay and with their help, we expedited the process. To manage his expectation, I routinely followed up with him by mail and phone to keep him updated on the status of his delivery. Once the equipment was delivered on time, I made an in-person visit to make sure everything was working as expected.

Although there was a slight hiccup in our delivery process at the beginning, he was happy that the equipment arrived on-time for his event, he continued to order new products and we kept a positive business relationship.

- What are your long term career goals, and how can this position at Chime help you get