Resolving Account Fees Reversal Request

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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Account Fees Reversal Request

Character’s Role

Client

User’s Role

Banking Relationship Manager

Scenario Location

Banking Executive Office

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No technical knowledge required.