Interview Prep Flashcards
(11 cards)
“Tell me about a time you handled a financial transaction under pressure. How did you ensure accuracy and member satisfaction?”
-To assess your ability to stay accurate with cash handling under pressure.
-To evaluate how you maintain member satisfaction when things get tense.
-To gauge your attention to detail and problem-solving process in real-time.
SITUATION
At Enterprise, our branch was short-staffed during the week of the Indianapolis 500—a peak season that brought a massive surge in customers and transactions. One afternoon, I had a line of customers waiting, a new trainee at the front desk, and a client disputing a $300 rental charge at the counter.
TASK
I needed to resolve the billing issue quickly and accurately while keeping the customer satisfied, minimizing disruption for others in line, and supporting the trainee—all without compromising on service or compliance.
ACTION
I calmly asked the customer for a moment and pulled up their contract. I double-checked the agreement against our system records and noticed that an optional insurance product had been mistakenly added. I owned the mistake, clearly explained what happened, and processed a refund while reassuring the client. At the same time, I gave the trainee a quick tip on reviewing charges during check-out to avoid this in the future. I kept my tone friendly and transparent to preserve trust and de-escalate tension.
RESULT
The customer thanked me for being honest and left a positive Google review later that week. The trainee gained confidence from seeing how to manage errors professionally. Even during the rush, I ensured accuracy, resolved the issue in under 10 minutes, and maintained member satisfaction—skills that translate directly to this Member Advisor role.
“Describe a situation where you identified a customer need and successfully recommended a product or service.”
-To assess your ability to think consultatively rather than transactionally
- To evaluate how well you connect member needs to products/services that add real value
-To measure your potential to support FORUM’s mission of helping members live their financial dreams
SITUATION
At Enterprise Rent-A-Car, I was working as an Assistant Manager at a busy downtown location. One afternoon, a customer came in visibly frustrated after their previous rental experience at another branch left them with a vehicle that didn’t meet their needs. They were planning a long road trip with family and needed something more reliable
and comfortable.
TASK
My goal was to not only resolve the immediate concern, but to ensure they left with a solution that built trust and met their actual travel goals—not just a replacement car.
ACTION
I took the time to ask a few thoughtful questions about the trip—how far they were driving, how many people were going, and what they valued most (comfort and fuel economy came up). Instead of offering a standard SUV like
they’d had before, I recommended an upgrade to a luxury crossover that came with enhanced comfort features and better mileage, and I used their rewards points to reduce the price. I also set up a flexible return plan at their final
destination.
RESULT
They left with a solution that exceeded their expectations. They called the next day to thank the branch and left a 5-star customer satisfaction review mentioning me by name. More importantly, it turned a negative experience into a
long-term relationship with the company. That experience reinforced how asking the right questions and offering the right solution—not just any solution—can make a real impact.
“Give an example of a time you resolved a member or customer issue that wasn’t straightforward. What steps did you take?”
-To assess your problem-solving ability in real-world situations involving ambiguity or
conflict.
-To understand how you handle member emotions and maintain service quality during complex or tense interactions.
-To evaluate your ability to take initiative and think critically without a clear playbook.
SITUATION
At Enterprise, we had a customer who returned a vehicle claiming it had broken down mid-rental. They were upset because they had to pay for a tow and a night in a hotel, and they wanted a full refund plus reimbursement for additional expenses.
TASK
My job was to resolve the issue in a way that honored the customer’s experience, protected the company’s policy, and avoided any escalation that might harm our branch’s reputation or financials.
ACTION
First, I actively listened without interruption, which helped de-escalate their frustration. Then I reviewed the rental agreement and our roadside assistance records to verify their claim. While the issue wasn’t covered under our standard contract, I collaborated with our area manager and got creative—offering a partial refund, full
reimbursement for the tow, and a discount on a future rental. I also apologized sincerely and ensured their case was documented for transparency.
RESULT
The customer accepted the resolution and later left a 5-star review specifically mentioning how professionally the situation was handled. This not only retained the customer but helped reinforce our branch’s reputation for fair and
respectful service.
“How do you stay organized while managing multiple tasks or customers at once?”
-To assess your ability to multi-task in a high-traffic environment like a credit union lobby.
-To evaluate your system for staying
accurate, especially when handling
financial transactions.
-To understand how you maintain
composure and deliver excellent service under pressure.
SITUATION
As a Branch Manager at Enterprise, I oversaw daily operations at one of the busiest locations in the area, managing a team and a fleet of over 150 vehicles while supporting a steady stream of walk-in customers, phone inquiries, and scheduled appointments.
TASK
I needed to ensure smooth, efficient service for every customer—whether they were returning a vehicle, picking one up, or dealing with billing questions—without sacrificing accuracy or satisfaction, especially during peak hours.
ACTION
To stay organized, I implemented a color-coded priority board that tracked customer flow, team assignments, and vehicle availability in real time. I also trained my team to use shared digital logs for pending tasks like returns, maintenance holds, and contract updates. Personally, I ke pt a running checklist throughout the day to manage my follow-ups and customer callbacks. I focused on active communication—updating customers on wait times or alternative options—to prevent service gaps or frustration.
RESULT
This system reduced average wait times by 12% over three months, improved staff coordination, and helped our branch achieve a top 10% ranking in our region for customer service and operational efficiency. More importantly, we maintained high accuracy in our billing and returns process despite high volume and constant change.
“Tell me about a time you had to adapt to a major change at work. How did you handle it”
-To evaluate how you respond to uncertainty and change—common in a member-facing role with shifting priorities.
-To assess your problem-solving skills and flexibility, especially since the job involves multi-tasking and branch support.
-To determine if you remain positive and effective under pressure—key to delivering consistent member service.
SITUATION
At Enterprise, I was promoted to Branch Manager just before a regional restructuring that shifted several underperforming locations under my oversight. One of the branches I inherited had high customer complaints, low team morale, and major operational gaps.
TASK
I had to quickly adapt to this change while maintaining service levels at my original branch. My goal was to stabilize performance at the new location, improve the team dynamic, and ensure we didn’t lose customer trust in the process.
ACTION
I started by conducting one-on-one check-ins with each employee to understand their pain points. Then I
restructured the daily schedule to eliminate overtime burnout, cross-trained staff on key responsibilities, and introduced a rotating leadership model to empower the team. On the customer side, I personally handled
escalations during peak hours and trained the team on a more proactive service model to reduce complaints.
RESULT
Within 90 days, the branch improved its customer satisfaction score by 11%, overtime was reduced by 15%, and two team members were promoted. The experience taught me how to stay flexible while managing competing demands—and how to lead through change with empathy and accountability.
What does “providing excellent member service” mean to you? Can you give a concrete example from
your experience? ”
-To assess your understanding of member service beyond basic courtesy—they want
to hear your personal philosophy and standards.
-To evaluate your ability to apply service principles in real situations, especially under pressure.
-To determine if you’ll align with
FORUM’s culture and mission of helping members achieve their financial goals.
SITUATION
At Enterprise, a long-time customer came in extremely upset because the vehicle they reserved for a family
emergency wasn’t available due to a last-minute return delay.
TASK
I needed to de-escalate the situation quickly, find a solution that met their urgent needs, and ensure they still felt valued and supported by our team.
ACTION
I calmly acknowledged their frustration and reassured them I would take personal ownership of the issue. I located a
comparable vehicle at a nearby branch, drove to pick it up myself, and had it ready within 45 minutes. I also waived the rental fee for the inconvenience and followed up with a personal thank-you email the next day.
RESULT
Not only did the customer leave with a positive impression, they sent a compliment to our regional office and later returned as a repeat customer. That situation reinforced my belief that excellent service is about ownership, empathy, and proactive solutions—not just solving a problem, but making the person feel heard and supported.
“Have you ever had to assist at a location or team you weren’t familiar with? How did you adapt?”
-To assess your flexibility and
adaptability when assigned to
unfamiliar environments.
-To evaluate your ability to integrate
quickly and build rapport with new
teams or members.
-To determine whether you can
maintain service quality and
performance across locations.
SITUATION
At Enterprise, I was occasionally asked to assist at underperforming or short-staffed branches across the region, often on short notice. One particular time, I was sent to a location that had just lost both its assistant manager and several frontline employees.
TASK
My goal was to stabilize the branch’s operations, maintain high customer service standards, and support the existing team through the transition—all while adapting to unfamiliar staff, workflows, and a different customer base.
ACTION
On my first day, I introduced myself to the team and immediately offered to handle the front desk during peak
hours so I could learn the branch’s rhythm and show I was willing to jump in. I observed how they handled
transactions and made small process improvements that aligned with company standards. I also held a quick team huddle at the start of each shift to clarify goals and encourage open communication. Throughout the week, I prioritized relationship-building while keeping performance targets visible to the team.
RESULT
By the end of my assignment, customer wait times had dropped by 15%, and we received multiple positive survey comments about the improved service. The branch manager later shared that the temporary team morale boost helped retain two key employees who were considering leaving. That experience taught me how to earn trust quickly, maintain consistency, and adapt while still delivering excellent service—skills I know will be crucial at FORUM when assisting other branches as needed.
“How do you ensure accuracy when working with sensitive member information and financial data?”
-To assess your attention to detail and risk awareness – Mistakes in financial data can lead to serious consequences for both the
member and the credit union.
-To evaluate your understanding of
compliance and data privacy – Handling sensitive information requires care, discretion,
and following proper protocols.
-To determine how you work under pressure or when multitasking – Accuracy often suffers when juggling tasks or during peak hours.
SITUATION
At Enterprise Rent-A-Car, while I was a Branch Manager, we handled a high volume of rental transactions
daily—many involving sensitive customer information, such as credit card data, driver’s licenses, and insurance documentation.
TASK
It was my responsibility to ensure my team processed this information accurately and securely, especially during peak periods when errors were most likely. One specific challenge came during our busiest quarter, when our
location had the fastest turnaround rate for vehicles in the region.
ACTION
To maintain accuracy, I implemented a two-step verification process for all customer profiles entered in our
system—first by the employee and then by myself or the assistant manager. I also created a daily audit checklist for financial paperwork, which included verifying charges, payment types, and matching signed agreements. I trained the team to pause and confirm each step, even under pressure, and modeled that behavior myself. I also limited distractions during closeouts and coached staff on the importance of member trust and data security.
RESULT
Over the next six months, we reduced our transaction errors by over 40% and had zero compliance violations during internal audits. More importantly, we saw an increase in repeat business, which I believe was partly due to the
trust we built by handling financial details with care and consistency.
“What drew you to FORUM Credit Union specifically, and how do you see yourself contributing to our
mission of helping members live their financial dreams?”
-To assess your cultural fit and
understanding of the
organization’s mission
-To determine your motivation
and long-term interest in the role
and company
-To evaluate how you plan to
contribute and deliver value in
the Member Advisor role
SITUATION
At Enterprise, I managed a branch where many customers were navigating financial stress—insurance claims, unexpected expenses, or travel delays. These moments were rarely just about renting a car—they were about
restoring someone’s sense of control.
TASK
My goal wasn’t just to close transactions; it was to understand each customer’s deeper need and deliver a solution that made them feel taken care of, respected, and confident in their next step.
ACTION
I led with empathy and precision, especially when problem-solving high-pressure situations. For example, I coached my team to proactively identify customer pain points, then suggest tailored rental protections or upgrades—not as upsells, but as added value. As a result, we boosted satisfaction ratings and our branch consistently ranked in the top 10% for performance.
RESULT
That experience taught me the power of being a trusted advisor. It’s the same reason I’m drawn to FORUM Credit Union. Your mission—helping members live their financial dreams—mirrors the kind of service I’ve always provided: thoughtful, responsive, and anchored in real-life needs. With my background in operations, customer service, and consultative problem-solving, I’m confident I can contribute meaningfully—especially in helping members feel empowered through every interaction.
“Tell me about a time when you worked independently without direct supervision. How did you stay
motivated and accountable?”
-To assess your ability
to take initiative and be
self-motivated
-To evaluate your time
management and
organizational skills
-To determine your
accountability and
follow-through on tasks
SITUATION
In my role as Branch Manager at Enterprise Rent-A-Car, I was often tasked with overseeing the operations of
the branch when my supervisor was unavailable or when we had a high volume of customers during busy periods.
This required me to work independently without direct supervision, while maintaining performance and ensuring
customer satisfaction.
TASK
One particular instance stands out: I was responsible for managing daily operations, including handling customer
transactions, managing staff, and addressing any operational challenges that arose. The task was to ensure smooth
operations and meet performance targets, all while dealing with customer complaints and ensuring high standards of
service.
ACTION
To stay motivated and accountable, I used a few key strategies. First, I set clear, actionable goals for myself and the
team to ensure we stayed on track. I prioritized tasks based on urgency and importance, using a combination of
time-blockingand a task management system to stay organized. To ensure accountability, I tracked our progress
toward performance goals and kept regular, though informal, updates with my team to ensure alignment. I also
actively took responsibility for addressing customer issues, resolving problems promptly, and ensuring that team
morale remained high.
RESULT
By maintaining focus and taking initiative, I was able to ensure smooth operations during these times and keep the branch performing well. We saw a 9% year-over-year revenue growth during my tenure, and I successfully developed the team, achieving a 30% promotion rate within the last fiscal year. This demonstrated my ability to
work independently, stay organized, and drive results even without direct supervision.
“Tell me about yourself ” answer using the Present, Past, and Future framework,
Present
I currently serve as a Banquet Server at Pinheads & Alley’s Alehouse, where I manage weekly events by coordinating across departments to ensure smooth execution and high guest satisfaction. My role requires precise attention to detail, proactive communication, and a strong service mindset—skills I know are essential for providing excellent member service and handling financial transactions accurately. I’ve consistently delivered exceptional service, earning a 25% tip average and frequent recognition from guests and event planners alike.
Past
Before that, I spent nearly five years at Enterprise Rent-A-Car, where I was promoted three times and eventually led a high-performing branch. As Branch Manager, I improved operations, developed staff, and drove 9% revenue growth. My earlier roles involved direct customer interaction, problem-solving, and recommending the right services to meet client needs. These experiences gave me a solid foundation in financial accountability, consultative service, and managing transactions—all highly transferable to a credit union environment.
Future
What excites me most about FORUM Credit Union is the opportunity to make an impact on the lives of others in my community—but in a way that leverages my unique ability to create calm under pressure. At Enterprise, I was frequently assigned to underperforming branches, where I had to multitask, problem-solve, and earn trust with frustrated customers. I learned that resolving financial or logistical issues isn’t just about speed—it’s about reading people, adjusting your tone, and creating a sense of clarity during uncertainty. That emotional intelligence, often overlooked in transactional roles, directly aligns with FORUM’s mission of helping members live their financial dreams. I’m confident I can translate that member interaction into something more than a service—I can offer stability, insight, and even financial encouragement in small, daily moments. That’s the kind of trusted advisor I want to be.
