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      Penfold

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      Customer Service Associate Interview

      Nov 6, 2024
      Anonymous Interview Candidate
      Tallinn
      No offer
      Negative experience
      Average interview

      Application

      I applied online. The process took 4 weeks. I interviewed at Penfold (Tallinn) in Oct 2024

      Interview

      The interview process had three steps. First, there was a 30-minute screening interview focused mainly on my previous experience, including what I found challenging and interesting in those roles. After that, I received a take-home task where I was asked to respond to potential client emails. Finally, I was scheduled for a one-hour interview with the hiring manager. During this stage, I spoke with the Customer Service team leader and answered general questions about the role and position. However, although it was supposed to be a one-hour interview, it ended after just 30 minutes and felt rushed. A week later, I received a rejection email. My impression is that they may have already chosen another candidate during my interview process. Overall, the process and interviewer didn’t come across as very sincere or professional.

      Interview questions [3]

      Question 1

      Hi there, My payment has just been taken out of my bank today. However I confirmed with your colleague that it was cancelled a few days ago on your online chat. Why has it still been taken? This is really unprofessional and decreases my confidence in Penfold. It makes me question if you know what you are even doing. Are there any exit fees? Anthony Context: This customer got in touch with Penfold on the 17th of August to cancel their payments into our pension scheme. Their payment for £100 was already processing and was due to come out of their bank account on the 19th of August. We notified “SCL” (Who handle our payments), but they did not cancel the payment in time. 1a) Write a response to the customer. 1b) If you would want to do any further investigation, follow up work to fix the issue, or if you just have a few comments please add a few bullet points
      Answer question

      Question 2

      Hi, Hope you had a nice weekend! I've just been using the App and I love it. But I'm very confused about how much I'll get from the government. I’m making a £400 contribution each month, how much will I get? Sorry my wife always says I'm rubbish at maths. Do you think paying £400 is enough? Is this the best option for me do you think? Thank you, Steve Context - For every personal contribution a customer makes into their pension, the government will top up their contributions with a 25% tax top up - We have a calculator page for customers to use to see how much they could be paying in. 2a) Write a response to the customer. 2b) If you would want to do any further investigation, follow up work to fix the issue, or if you just have a few comments please add a few bullet points
      Answer question

      Question 3

      Hi there, I requested to transfer my pension with you and I’m fed up. I emailed you 2 weeks ago and you said it would come through last week. It still hasn’t come through and I haven’t heard anything else from you this is extremely frustrating Rachel Context - This customer asked us to transfer their pension from another pension provider, to their Penfold pension - When investigating, you find out that we shouldn’t have made any promises about when their transfer would be complete, as this is the responsibility of the other pension provider - The other provider has been a lot slower than we expected, but they did confirm 2 weeks ago that they had sent the money to us (we should have received this within 2 working days) Examples of what we could do next: email or call the other provider to ask where the money is, ask our payments team to look for the money 3a) Write a response to the customer. 3b) If you would want to do any further investigation, follow up work to fix the issue, or if you just have a few comments please add a few bullet points
      Answer question

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