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Banking Customer Service Manager

Real-Life Activities

Real-Life Decision Making -- Solution

You agree to cover the overdraft, if she agrees to deposit the money as you request.

You feel like you're living dangerously. Yet you tell Mrs. Forbes that as long as she deposits half the money before noon and deposits the rest over the weekend, you'll agree to cover the overdraft. She agrees.

You show up early on Monday. Before you do anything else, you check to make sure your customer deposited the rest of the money over the weekend. She did! You breathe a big sigh of relief when you discover the money is indeed there.

This is the real-life decision made by customer service manager Roy Olsen.

"I took the overdraft and sweated all weekend," he says. "The customer was true to her word and it was a happy ending."


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OCAP believes that financial literacy and understanding the financial aid process are critical aspects of college planning and student success. OCAP staff who work with students, parents, educators and community partners in the areas of personal finance education, state and federal financial aid, and student loan management do not provide financial, investment, legal, and/or tax advice. This website and all information provided is for general educational purposes only, and is not intended to be construed as financial, investment, legal, and/or tax advice.