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Bank of Abyssinia S.C. Interview
Questions

27 Questions and Answers by
| Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.

Question 1 of 27

What experience do you have working on an advanced phone system and what skills do you have that you feel would be essential to work with our clients over the phone?

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Bank of Abyssinia S.C. Interview Questions

  1. 1.

    What experience do you have working on an advanced phone system and what skills do you have that you feel would be essential to work with our clients over the phone?

      As the customers of Bank of Abyssinia S.C. become more virtual, a good chunk of business transactions happen over the phone. In this role, you will be expected to bring solid skills in handling the technical side of the phone system and great communication skills to handle customers when not face to face. In your answer, talk about any experience you have in working a multi-line phone system. As well, talk about the communication and organizational skills you have to ensure that you can help customers in any way possible over the phone.

      Ryan's Answer

      "In my current position, I handle a majority of the incoming calls to our company. I have to triage calls based on customer needs and utilize the system to transfer calls, place customers on hold or push through to another person's voicemail. Some key things that have helped me master this part of my current job are my willingness and ability to learn my company inside and out and my clear and concise communications with customers that call. If hired for this role, I would be very thorough in my orientation process to learn all of the potential situations I would face with customers here at Bank of Abyssinia S.C. over the phone."

      Ryan's Answer

      "The skills that I would bring to the team here at Bank of Abyssinia S.C. in this role would be clear and concise verbal communication skills, my ability to read the tone of voice of others and strong organizational skills to handle multiple duties at one time. These skills really helped me thrive in my last role where I was handling customers online, over the phone and in-person in our branch office. At that job, I used and worked on the Avaya cloud based phone system and was able to learn and use all functions of that system."

  2. 2.

    Talk about a time you had to handle failure at any point in your career. How did you handle that situation and move forward with confidence?

      This is a question that is being posed to you that gives you a chance to show your ability to overcome adversity and handle yourself with integrity during a time of failure. Your job in answering this question will be to prove that you can cope with failure in a productive way that leads to making the situation right and learning lessons for the future. As you prepare for a question like this for your interview with Bank of Abyssinia S.C., think of a situation where you can highlight both of these things and don't hesitate to tell your interviewer the reasons why the failure occurred. Your interview fully understands that you are a human that makes mistakes and as long as you take a lesson moving forward, you will be in great standing with them.

      Ryan's Answer

      "A couple of years ago with my current company, my manager asked me if I would consider a promotion into a role as a supervisor for our department. Having not had experience supervising individuals up to that point in my career, I was very hesitant at first. My manager kept telling me that I had the skills necessary to do so. I did accept the offer to become the supervisor and after just three months, I fully realized that the position wasn't for me. I had become very close friends with a lot of the people I was now supervising and that made the real difficult for me. I didn't hesitate to approach my manager to let them know that I wasn't cut out for the role and we worked on a plan for me to transition back my former role. Looking back on the situation, I really learned a lot about myself and who I was as a worker to not put myself in a situation like that again."

      Ryan's Answer

      "In my current role, I was the person who was informed that we were losing one of our biggest clients to a local competitor. In speaking with the client, they were very unhappy about our customer service and overall pricing. Being responsible for the customer service for our customers, I felt very responsible for losing this client and had to break the news to our leadership team. Right away, our Sales Manager contacted the client to ask a lot of questions on why they were no longer utilizing our services. From there we took a lot of lessons moving forward and I worked through a new customer service policy for my team to follow moving forward."

  3. 3.

    What is your experience in managing an overall performance appraisal process for your staff?

      While your interviewer can see that you have employee management in your experience from your resume, this question is allowing you to really get into detail about what experiences you have in working through a performance appraisal process with your staff in the past. While being open and honest in your experiences, try to highlight your ability to use fair judgement in writing performance appraisals and highlight any technologies that you've used to help manage the performance of your team. As well, don't hesitate to discuss any of the difficult conversations you've had in the past with your staff as Bank of Abyssinia S.C. will look to you to be an effective part of this process as their next Branch Manager.

      Ryan's Answer

      "In my current role, I manage a team of 13 employees and our policy is to conduct appraisals near a staff member's hire anniversary. I'm a firm believer that writing an appraisal takes preparation throughout the year by documenting performance. When it comes time to writing the appraisal, we use an online performance management system that makes organizing details within the appraisal really nice. I always block time on my calendar to take the time needed to focus on putting detail to paper and don't rush through it because feedback is so important to improving the performance of my entire team."

      Ryan's Answer

      "As you can see from my resume, I have over 10 years of management experience and within that experience, I have a lot of experience in the performance appraisal processes for my staff. I take the approach of using a fact and documented based approach with my staff rather than personal opinion. Being in a very volatile and high turnover industry right now, evaluating my staff on tangible factors is very important. Throughout my career as a manager, I've had to have many difficult conversations with staff that were put on performance improvement plans based on their annual reviews and am comfortable having these conversations in a professional, yet personal manner."

  4. 4.

    In this finance role with Bank of Abyssinia S.C., what do you feel would make for an ideal customer experience?

      In a role as a Loan Processor or Loan Officer, simply following company guidelines and answering questions from customers can be done by a robot. Bank of Abyssinia S.C. will be looking for you to help provide the best overall customer experience possible. For this question, they'll be looking to hear what great customer service on the lending side of the business means to you. No matter how you answer this question, be sure you explain the importance of making the customer feel valued in your approach with them.

      Ryan's Answer

      "In this role with Bank of Abyssinia S.C., I will be dealing with the financial impact on customers of a really large purchase and this type of purchase often causes stress and tension for them. To provide the best overall experience, I will always be very thorough and educational in my approach to make sure that every question that the customer has is fully answered. The worst thing that can ever happen is for a customer to bite off more than they can chew when it comes to a new loan."

      Ryan's Answer

      "My approach to providing the greatest overall experience to my clients has always been solid listening and communication skills with them. I take the time to get to know my clients and what makes them tick. This approach gives me great insight in how I can best match them with the right loan moving forward. As you'll see when you contact my references, I have a very high overall customer rating in my current role based on customer surveys we have done over the past five years."

  5. 5.

    Out of all of our products at Bank of Abyssinia S.C., which one would you be most likely to use? Why?

      Learn as much as you can about what makes Bank of Abyssinia S.C. stand out above other financial institutions. Their reputation is their customer service. They offer a comprehensive spectrum of financial products, so if you are interested in investments, find out more about what they offer. Knowledge is power! It will impress your interviewer and give you an advantage in the interview process!

      Ryan's Answer

      "I would be interested in opening a savings account through Bank of Abyssinia S.C.. I want to buy a house in the next two years, and I would greatly benefit from talking to one of your financial advisors about it. It's nice to know that I can do my banking, investing, and get a loan in the same place that offers the support I will need to make those big decisions!"

      Ryan's Answer

      "Of all your products, I would be most likely to open a mortgage with Bank of Abyssinia S.C. because your rates are incredible and you make the rules surrounding lending easy to understand."

  6. 6.

    Here at Bank of Abyssinia S.C., part of your job will entail talking to our customers about sensitive and confidential information. How will you handle these situations if offered this position?

      At times in this role, you will be required to discuss the confidential finances of customers and this will happen during customer deposits, withdrawals and payments to the bank. When these situations happen during times where the lobby is busy with other customers, you will be required to speak with customers in a very quiet manner. As you answer this question, make sure that you reiterate that you are aware of the sensitive nature of the transactions you will be working on with customers at Bank of Abyssinia S.C. and talk about how you will go about ensuring that a customers private information is kept private. If you have worked in situations that involved confidential material in the past, be sure to talk about them as well.

      Ryan's Answer

      "When faced with this situation, I would ensure that the conversation between the customer and myself would be done quietly and with any documents out of the view of others. A person's financial situation is private and I would take all necessary measures to keep conversations as private as possible in this role. In my current role, I have frequent private phone conversations with customers and I need to keep the same mindset with them as I would in this job."

      Ryan's Answer

      "Having worked with confidential data and information through my entire career, this part of the job at Bank of Abyssinia S.C. would be second nature to me. By keeping a neat and tidy work area, I would be able to ensure that any customer information was filed appropriately after each transaction and wouldn't be viewable to the next customer that I handled. When it comes to personal interactions, I would ensure that our conversations were held in a quiet manner as privately as I'm able to do so."

  7. 7.

    If hired for this role with Bank of Abyssinia S.C., how would handle a large a work load of clients working through a mortgage process.

      At the heart of this question, your interviewer is looking to find out how you manage a busy workload by having you talk about your organization skills on the job. In your answer, talk about the skills you have and the tools that you use to stay organized and on-track while handling a large workload. Don't hesitate to talk about the software programs that you use and any other tactics that you use to ensure that all deadlines are met and no issues occur with clients because of too large of a workload. In the end, your interviewer wants to walk away from this question knowing that you'll be able to provide top notch service to the clients of Bank of Abyssinia S.C..

      Ryan's Answer

      "In my current role, I'm able to handle a very large workload with my ability to stay organized on the job. If you could take a tour of my office, you'd see that I maintain a neat and clean desk with a very organized file cabinet of my current workload. If I need to shift gears and move on to work with another client, I can easily access information on the fly and keep moving. I also utilize my Outlook calendar to set deadline reminders to stay on track of closing deadlines and paperwork requirements and the tasks function within the program helps me stay right on track with all of my clients I am working with at a given time."

      Ryan's Answer

      "During my time working a large client load as a mortgage consultant, my success was due to my efficiency and organization on the job. If hired for this role with Bank of Abyssinia S.C., my efficiency would be very high because of my experience with the entire mortgage loan closing process and my ability to handle certain challenges quickly with that experience. From there, my organizational skills within the loan process software I have experience with kick in to help me keep each client on track with their loan process."

  8. 8.

    What are your top three strengths? How will you use them to make an impact at Bank of Abyssinia S.C.?

      Reviewing the job description and the company website will give you some direction on which qualities Bank of Abyssinia S.C. values most. Share your most valuable strengths. Think about them within the context of the position. You can refer to the list of responsibilities within the job description as a guide. Explain how your strengths will help you to accomplish these tasks; and better yet, help you to exceed expectations.

      Ryan's Answer

      "I have exceptional attention to detail and great communication skills. I am also quick to solve problems, which helps me handle customer issues with ease. These strengths will help me to build relationships and maintain customer satisfaction."

      Ryan's Answer

      "I plan to make an impact at Bank of Abyssinia S.C. through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."

  9. 9.

    The clients of a financial firm like Bank of Abyssinia S.C. can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

      Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.

      Ryan's Answer

      "As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with Bank of Abyssinia S.C., these same skills would be vital for me to find solutions or the right person to talk to if needed."

      Ryan's Answer

      "First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had a very angry customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down and later that day, my manager had a formal complaint sent to the manufacturer and we were assured that they'd be in contact with the customer."

  10. 10.

    In your opinion, what are the benefits of banking with Bank of Abyssinia S.C.?

      The interviewer wants to be assured that you have done your research on Bank of Abyssinia S.C.. Review their website to find out more about their products and services.

      Ryan's Answer

      "I always have a great experience whenever I visit one of your branches. As a customer of Bank of Abyssinia S.C. I am impressed by the consistency and care of the bank tellers. I also love how easy it is to access my account online and make updates to my credit card whenever I travel. The level of service that is demonstrated in Bank of Abyssinia S.C. values is evident."

      Ryan's Answer

      "After researching Bank of Abyssinia S.C. products, and what your customers are saying, I believe that the benefits of banking with Bank of Abyssinia S.C. include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."

  11. 11.

    Talk about a time where you felt overwhelmed by your job duties. What did you do to stay organized and on track with everything happening?

      At some point during your career up to this point, you've faced a time where you felt completely overwhelmed while on the job. As you answer this question, try to paint a clear picture for your interviewer that explains all of the contributing factors to you being overwhelmed. Then, proceed to focus most of your answer on talking about the skills and resources you utilized to keep you on track and focused during this difficult time. In the end, your interviewer is ideally looking to hear that you can stay organized and on track no matter how busy things get if you're hired to join the team at Bank of Abyssinia S.C..

      Ryan's Answer

      "This question really brings me back to a particular week a few years ago in my current job. It was late fall as the holiday shopping season was ramping up and our store was very short staffed due to a maternity leave and two employees leaving on short notice. While we were short staffed in the store, it took a full team effort to ensure that customer questions were being answered, shelves were stocked and registers weren't getting backed up. To stay organized, the small team we had on staff worked off of a checklist each day to ensure we weren't missing anything important. Constant communication and flexibility was key for our success as we continually helped each other out on important things throughout the day. For me personally at the end of each day, I took a lot of satisfaction in knowing that I kept my head focused and did a great job."

      Ryan's Answer

      "Over the past four years, my current department has cut staff by almost 50% while the overall amount of work has remained steady. This has led to my total duties doubling over the course of four years. While this has been very overwhelming for, and even detrimental to others that I work with, my ability to handle the stress has been very important. The best thing that I do is set time aside at the end of each day to recap what I've done and make a plan for what to handle the next day. Some of my colleagues can't believe that I set aside 30 minutes to plan, but I know that making a plan actually saves me considerable time in the long run and makes me more productive. As well, on days where I do feel very overwhelmed, it is important to take some personal time during a break to step away and get some fresh air. A quick 10 minute walk outside really helps refresh me for another half day of work."

  12. 12.

    Our clients here at Bank of Abyssinia S.C. expect top-tier service and products and we will expect you to do just that in this role. Have you ever went the extra mile for a client when it wasn't expected? Why did you do so?

      Bank of Abyssinia S.C. looks to set themselves apart from their competition by delivering the best service possible in the industry. You, as a customer service professional, are likely used to doing this so in your example, be sure to think about a time where your going above and beyond the call of duty really impacted the overall customer experience. No matter what example you use, be sure to explain why you felt it was important to take that action and what outcomes you are aware that it produced.

      Ryan's Answer

      "A couple of years ago when I was working customer service in retail, a customer was looking for what happened to be a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued and have her be on her way. What I did was take down the customers contact information and let her know that I could contact our person that handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and have it coordinated to ship directly. We put the customer in direct contact with the supplier and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the situation that the customer was in and knowing she was a loyal customer of ours."

      Ryan's Answer

      "My current role in hospitality often has me working with very high profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding and upcoming stay for the musician. I proactively asked for their dining and entertainment preferences and with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for the his extended stay. Prior to him leaving, his manager reached out to thank me for the great service!"

  13. 13.

    What do you know about Bank of Abyssinia S.C.?

      Bank of Abyssinia S.C. makes it easy to find out basic company information by simply browsing their website. You can also search employee reviews to learn about experiences interviewing and working there. Share a few of the facts you learned from researching the company.

      Ryan's Answer

      "I was impressed by the variety of services you offer your customers, and the mission statement at Bank of Abyssinia S.C.. I found the mobile app extremely user-friendly, and I like the new features that help customers save money."

      Ryan's Answer

      "I've read great things about working there and I'm excited for the opportunity to work in such a fun environment.Your employee reviews are strong and I understand that you spend a lot of time with community outreach programs."

  14. 14.

    What ideas could you bring to Bank of Abyssinia S.C. to help grow revenue in this branch?

      If hired as the next Branch Manager at Bank of Abyssinia S.C., one item that you will be continually tasked and evaluated on is your ability to help grow revenue at the branch through new customer acquisitions and increased sales of banking products. This question gives you the chance to cite your revenue growing skills and how you will apply them to the banking industry. Prior to your interview, be sure to do your research on growth and revenue in the banking industry and think of a creative way or two that can really sell your interviewer on your ability to help drive increased revenues at the branch you are interviewing with.

      Ryan's Answer

      "While I will always be a firm believer that traditional marketing techniques are key to creating new business and revenue, an outside the box approach can always be vital as well. Here at Bank of Abyssinia S.C., I would make it a priority for frontline staff like Tellers to be trained in advanced sales skills to help upsell customers in their regular conversations with them. Customers of Bank of Abyssinia S.C. typically see the frontline workers the most and Tellers are most likely to steer your customers towards revenue generating products."

      Ryan's Answer

      "Over the past five years, I've become more entrenched in data analytics in my current role to help drive revenue and I think the banking industry can surely use data analytics to help predict customer trends. With the rapidly changing service combinations that banks put out, data analytics could be key in helping predict customer preferences and that data could be put to use to put out the most preferred packages for future customers."

  15. 15.

    How do you build rapport with those that you work closely with?

      The banking industry relies on the relationships built between the institution and its customers and your role as a Teller with Bank of Abyssinia S.C. will find you face to face with many customers. Your interviewer is looking to learn how you go about building rapport with both customers and your colleagues in this question. As you answer, be sure to talk both about why you feel that building rapport is important and the ways that you go about building rapport to those that you work with. If possible, make sure to highlight why building strong relationships is important in the banking industry to really sell your interviewer that you have what it takes to be a part of the success at Bank of Abyssinia S.C..

      Ryan's Answer

      "In an industry like yours here at Bank of Abyssinia S.C., one bit of mistrust between your institution and a customer can spell disaster as they withdraw funds and move them somewhere else. I pride myself on ability to build trust and rapport with those that I work with and I do this by being very genuine in all of my interactions and finding time to connect personally with all that I work with. I always remain respectful to the needs of others and do my best to keep a smile on my face and stay positive at all times."

      Ryan's Answer

      "In my mind, building rapport with my colleagues and customers comes down to the basic principle of trust. I build trust with people by doing what I say I'm going to do and delivering results on time. I'm also always considerate to the thoughts of others and work my timeframes around the needs of others, especially when it comes to the customers that I work with. I am confident that my ability to connect with customers in a trusting way will greatly benefit the business here at Bank of Abyssinia S.C. because customers want a friendly and trusting face handling their personal finances."

  16. 16.

    Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?

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  17. 17.

    How would you rate your comfort level receiving money and counting back many to our customers here at Bank of Abyssinia S.C.?

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  18. 18.

    To get to know what type of leader we'd be hiring at this branch of Bank of Abyssinia S.C., how would you describe your management style?

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  19. 19.

    Talk about a time you had to communicate with a colleague or customer that was unhappy. What were the keys to making the situation better for all involved?

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  20. 20.

    How would you deal with an irate customer?

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  21. 21.

    Tell me about your education. How has it prepared you for this opportunity with Bank of Abyssinia S.C.?

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  22. 22.

    Tell me about a goal you achieved. What steps did you take to get there?

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  23. 23.

    If a client here at Bank of Abyssinia S.C. were to be denied the financing that they desire, how would you handle that situation?

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  24. 24.

    If you were on the job here at Bank of Abyssinia S.C. and a customer came to you with a very odd request that you did not know the answer to or how to solve, how would you handle that situation?

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  25. 25.

    Tell us how you keep your knowledge current with ongoing changes in the banking industry.

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  26. 26.

    Have you ever operated a currency counting machine or a coin counter?

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  27. 27.

    At Bank of Abyssinia S.C., we are building a very team based culture. If hired for this position, what would you be able to contribute to this team based culture?

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