Level 1 — Opening a new bank account
Welcoming customers, explaining account types and collecting documents.
Welcoming a customer who wants to open a bank account for the first time.
Explain the differences between available account types to a client.
Collect the necessary documents from a customer to open an account.
Level 2 — Explaining a banking service clearly
Explaining transfers, fees and digital services clearly.
Explain to a female client how to perform an international money transfer.
Clarify fees associated with a specific service to a client.
Help a customer who is having difficulty using the banking app.
Level 3 — Discussing a loan application
Discussing loan eligibility and terms and handling rejection tactfully.
Discuss loan eligibility with a female client.
Explain interest rate details and loan terms to a client.
Inform a customer that their loan application has been rejected.
Level 4 — Handling a financial complaint
Handling complaints about fees and errors and winning back customer trust.
An angry customer is complaining about a fee charged without their knowledge.
A client reports an error in a financial transaction amount.
A customer questions the bank's honesty regarding their account.
Level 5 — Solving a complex financial problem
Solving complex problems, coordinating internally and closing complaints to the customer's satisfaction.
A customer is facing a complex issue involving multiple transactions.
Coordinate with other bank departments to resolve a complex client issue.
Close a customer complaint with a satisfying solution that restores their confidence in the bank.