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About the Case

Janiyah Smith is at the bank to dispute the unexpected fees on her account in the form of maintenance fees. She is very upset with the bank for levying the fees without having informed her of the existence of such fee’s category. She wants the bank to reverse the charges and reimburse the amount to her. 

You are meeting her as her relationship manager. You need to talk to her and resolve the issue. 

Learning Objectives:
  • Develop ability to articulate information concisely while communicating with clients 
  • Improve relationship building and maintaining skills with clients 
  • Strengthen problem-solving skills to address client issues effectively 
  • Develop and display understanding of bank products, services, and fee structures 
  • Enhance negotiation skills to reach mutually satisfactory resolutions with clients 
  • Strengthen decision-making skills to make informed judgments and take appropriate actions to resolve client issues 
Skills Assessed
  • Effective Communication Skills
  • Problem-Solving Abilities
  • Negotiation and Persuasion 
  • Client Relationship Management
  • Product Knowledge and Compliance

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Resolving Account Fees Reversal Request

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