Operate at Depth Flashcards
Core Behaviors of Operate At Depth
- We live in the details of our business and are comfortable with metrics and data.
- We think critically and use our analytical horsepower when solving problems.
- We approach our work with a deep intellectual curiosity and a constant desire to understand and improve.
Tell me about a time you used multiple data points to solve a problem.
As a CS fraud specialist, I encountered a situation where a customer reported a fraudulent transaction on their bank account from Chewy. I gathered multiple data points such as transaction details and the date of the charge. By plugging these data points together, I was able to uncover the fraudulent charges. This allowed me to take immediate action, canceling the fraudulent orders and ensuring the customer’s security.
Tell me about a problem you solved in which your initial solution didn’t work.
Situation: During my time as a Customer Service Representative, there was a situation where a customer’s order was repeatedly delayed by FedEx, which left her without food for her dog. She was extremely frustrated and in a complete panic.
Task: I was tasked with making sure this cusomer’s pups got fed that nigh and making sure that she didn’t lose trust in the company.
Action:
So I empathized with her situation, understanding the urgency of her pets’ needs.
And offered her a refund to cover the cost of food from a local store until a replacement order could get there. She then mentioned that she was unable to drive and had no one available to pick up the food for her.
Action: I thought about it for a moment and suggested the use of Instacart. I guided the customer through the setup process over the phone, Calculated the amount required to cover the cost of the dog food, delivery charges, and a tip for the driver and sent her that amount in the form of a refund.
Result: My focus was on ensuring the customer’s satisfaction and the well-being of her pets, even though it involved stepping outside the typical scope of my role and The customer was grateful for the solution I provided and expressed her relief.
Please provide an example of a time your inspection caught a problem, and what you did about it.
Situation: As a CS fraud specialist, I received an account that had been previously resolved by another fraud specialist. However, I decided to review the account for my own inspection.
Task: During my inspection, I discovered that the account’s associated address was linked to multiple fraudulent orders.
Action: To address the problem, I promptly refunded the fraudulent orders and took action to shut down the account to prevent further fraudulent activity.
Result: By catching this problem through my inspection, I prevented potential losses for the company and ensured the security of our customers’ accounts.
How do you measure success?
I measure success by setting clear goals and objectives and consistently striving to achieve them. I believe success is reflected in the outcomes that I deliver. For example, in my previous roles, I measured success by consistently meeting and exceeding expectations when it came to metrics and quality. This was evident through positive feedback from customers and recognition from my supervisors.
Additionally, I believe success can be measured by personal growth and development. I continuously seek opportunities to learn and improve my skills, whether through professional development programs, training courses, or seeking feedback from mentors and colleagues. Success, for me, means progressing in my career and expanding my knowledge and capabilities.
Tell me about a time you needed to make a decision with incomplete information.
Situation: As a CS fraud specialist, I encountered a situation where I needed to make a decision about whether to approve a potentially fraudulent order for a high-value item However, I had incomplete information to assess the legitimacy of the transaction.
Task: I had to weigh the risk of potential fraud against the possibility of denying a legitimate customer’s purchase.
Action: To make an informed decision, I utilized all of the resources at my disposal and eventually reached out to the customer via phone to gather more information and clarify any concerns.
Result: decided to approve the order after considering various factors such as the customer’s history, their willingness to provide additional information, and the overall risk assessment. The outcome was positive, as the customer received their desired product, and there were no subsequent indications of fraudulent activity.
Describe the last time you taught yourself something new to better fulfill your responsibilities - how did you do it?
Situation: In my current role, I recognized the need to improve my productivity tracking and time management to enhance efficiency without compromising quality.
Task: I set out to teach myself new methods and techniques to better track and pace my productivity.
Action: To achieve this, I took the initiative to research and explore various productivity tracking tools and methodologies. I delved into online resources, articles, and tutorials to gain insights into best practices and strategies.
(breaking down into small achievable increments)
Result: Through my self-directed learning, I acquired valuable knowledge and practical techniques to optimize my productivity and implemented new approaches such as time blocking, prioritization methods, and leveraging productivity tools that suited my work style.
Tell me about a time when you had to analyze information and make a recommendation. What kind of thought process did you go through? Was the recommendation accepted?
Situation: I came across a fraud account with many linking accounts and had to analyze information across all accounts to make a recommendation regarding blocking a specific customer from placing orders with us.
Action: I conducted a thorough analysis of the accounts involved, focusing on identifying any common factors. I examined the number of fraudulent accounts associated with the IP and the frequency of suspicious orders. By studying these patterns, I gathered valuable insights to support my recommendation.
I compiled the relevant information and presented it to the risk management team. I clearly outlined the findings from my analysis.
Outcome: The recommendation to block the IP was accepted by the risk management team. They recognized the significance of the number of orders being placed and took proactive measures to prevent further fraudulent activity.
Tell me about a time you demonstrated deep curiosity about your customer/business that resulted in a new insight. What did you learn, how did you apply that insight, and what was the outcome?
Walk me through a big problem or issue in your organization that you helped to solve. How did you become aware of it? What information did you gather, what information was missing and how did you fill the gaps?
See answer regarding auto cancelation in queue
