Using some of the questions from above, the following section explores tips for answering specific questions as well as sample answers to help you to prepare your own:
What motivated you to become a personal banker?
Interviewers ask this question to understand more about your background and why you are pursuing a career in personal banking. This is your opportunity to express how passionate you are about this career and emphasize your unique background. Make your response personal, and tell your story about how you got started in banking.
Example: “I have always been naturally fascinated by finance, and I am continuously learning more about the topic. When I started college, a career in personal banking seemed like an obvious choice to me based on my personal interests and skills. I have excellent communication skills, and I am good at solving problems and making decisions under pressure, and I believed that I could use these skills to give people good financial advice and help them reach financial security, so a career as a personal banker sounded rewarding.”
Why do you think this particular bank is a good fit for you based on your skills and experience?
An interviewer asks this question to gain a deeper understanding of your qualifications and prior training as well as your knowledge of their specific bank. You should use this opportunity to explain how you have developed your skills throughout your career and education. You may wish to talk about your sales, communication, time-management or problem-solving skills. Make sure you also emphasize how your unique skills can benefit your potential employer in tangible ways.
Example: “After thoroughly reviewing the job requirements and researching your company’s policies and history, I knew that I would be a good match for this position. Specifically, I believe that my skills in customer service, communication and problem-solving can help me effectively serve your customers. I am committed to giving customers the resources they need to make wise financial decisions and investments. Throughout my career, I have learned to put the customer first while developing my ability to make sales.”
Have you ever experienced an upset customer, and how did you handle the situation?
Interviewers ask this question to assess your interpersonal and customer service skills. They want to know a specific example of this type of incident that you have encountered in the past, so you should take time to explain how you skillfully handled it. This is an opportunity to show that you are honest and aware of the challenges of this position while still able to cope and learn from your past experiences about how to deliver better customer service.
Example: “In my previous position, I had a customer who was very upset about an overdraft fee that I did not have the power to refund. I apologized and spoke to them calmly, making sure not to escalate the situation. With an empathetic voice, I told them that I wished that I could help them, but I could not do anything more and was simply following company policy.
When they were dissatisfied with my answer, I asked one of my superiors to talk to them and let them know that we did all that we could do. With this job, I understand that I have to manage upset customers, but that does not discourage me from pursuing this career. I am willing to help customers in any situation, and I always strive to put their needs first.”
In your opinion, what are the most essential characteristics of a personal banker?
Interviewers want to know that you understand the essential skills required to successfully execute the duties of this position. They ask this question to assess your knowledge of a personal banker’s roles and responsibilities. In this part of the interview, make sure to emphasize specific skills that lead to tangible success in this career. To prepare for a question like this, make a list of skills that you need to successfully do your job.
Example: “To be successful as a personal banker, you need to be sales-oriented with strong customer service skills and the ability to efficiently solve problems for people. In this type of work environment, you also need to make decisions quickly under challenging circumstances. Additionally, it is essential to have a good work ethic as well as interpersonal, time-management and organizational skills.”
If a customer is not convinced about this bank, how would you persuade them?
Interviewers may ask this question to assess your sales skills and see how convincing you can be. As a personal banker, you should be able to describe your ability to sell financial services. Let your interviewer know how you plan to discover what products and services are best for the customer and how you would introduce them. Show the interviewer that you understand what it takes to effectively make a sale.
Example: “First, I would try to form a trusting relationship with the client and answer all of their immediate questions. From our conversations, I’d be able to get an idea of the client’s unique needs. After getting to know them better, I would recommend services that seemed like a good match for their lifestyle. For example, if a person who travels often were to come into the bank, I would tell them about the bank’s low international withdrawal fees. I plan to always emphasize how our services can solve a specific problem for a client.”
How would you manage a situation where a customer has been wrongly overcharged for a withdrawal fee?
This interview question assesses your customer service and communication skills. It evaluates how you handle mistakes when they occur and how you repair your relationship with the client. In your answer, demonstrate that you can remain calm and friendly during challenging interactions with clients.
Example: “If this situation occurred at work, I would first make sure that the customer has the time they need to share their perspective and feelings. I would apologize for the inconvenience, educate them about the bank’s policies and explain how I plan to solve the problem. After refunding the customer, I would outline the steps they would need to take if the situation were to happen again. I would then give them a customer service number and let them know that they could personally ask for me if they ever needed help again.”
Jobs for bankers
If you’re seeking a job as a banker or another finance-related occupation, there are multiple options to consider. Here’s a list of 10 jobs that involving banking:
1. Bank teller
2. Equity analyst
3. Loan officer
4. Internal auditor
5. Budget analyst
6. Asset manager
7. Branch manager
8. Credit analyst
9. Mortgage banker
10. Relationship specialist