27 Bank of America Interview Questions (with Answers)

Bank of America Interview Questions

1.

If hired for this role here at Bank of America, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?

2.

How do you check your work for accuracy?

3.

How would you respond to a customer complaint?

4.

Tell me about your favorite manager. What did you enjoy most about working with them?

5. Bank of America strives for client loyalty to keep us running strong into the future. What do you feel are the keys to retaining clients for the long haul? Businesses in financial advising are constantly pushing the limits to ensure that they retain clients and Bank of America doesn't take client retention lightly. One slip up and a high profile client will be taking their business to a competitor. For this question, your interviewer will be looking to hear that you understand your role in the customer retention equation and how you take pride in that in your everyday work. Make sure to hit on the point that doing the small things, like prompt communication and follow up, go a long way towards keeping clients happy. Example #1: "I learned a few very important things from a senior mentor early in my career that I still hold near and dear to my heart to this day. First, clients expect me to be responsive to their needs to ensure that they keep their business with me. Because of this, I return phone calls and emails as soon as I can, even if that means in the evening, the early morning or on a Sunday afternoon. These small actions go a long way in showing my clients that I care. Another key to the success of my long-term clients is my ability to set and manage expectations for them. Clients desire to have a plan and know what that plan entails and I pride myself on my ability to work with them to set goals and a plan to achieve those goals." Example #2: "Having lost clients in the past that went to another firm, I take that pain personally and do everything I can do to ensure long lasting relationships with my clients. For me, the first key to long term success with my clients is a proactive approach. I don't wait for clients to get in touch with me to make changes to their portfolio, I reach out to them. This action alone shows my clients that I am working for their best interest. Another action I take that shows my worth to my clients are goal tracking and quarterly progress reports that I send out to them. This is particularly helpful for clients that are working with me in their first two years."6. How would you rate your ability to learn new software programs on a scale of 1 to 10? In today's digital age, a majority of bank transactions are handled through digital software and for you to be successful in this role, your interviewer will expect you to be a very fast learner of any new programs that you would be required to work with at Bank of America. To give your interviewer a sense of how well you would be able to do this, talk about times where you've had to learn new software programs on the job in the past and talk about your best methods for learning on the job. As well, you can openly talk about the programs that you currently feel that you are proficient at as well to give them an idea of what type of training you would need if hired. Example #1: "I would say that my ability to learn new software programs is easily ranked as an 8. I am very proficient at word processing programs and the entire Microsoft Suite of products. I'm also very proficient at the cloud based point of sale program that I use in my current role. When hired at my current job, I need about a day of side by side training with my mentor and I was up and running with no problems. I rated myself an 8 simply because I have room to grow in learning software in the banking industry but feel very comfortable in my ability to learn quickly if hired at Bank of America." Example #2: "I would honestly rate myself a 9 for this question solely based on my prior history of mastering programs with my current banking institution. During my five years in my current role, I began by training on SAP programs and was able to pick up and run in my role as a Teller very quickly. Recently, we made an institution wide switch to the Oracle suite and my transition there was very smooth!"7. What interests you about this position? The interviewer at Bank of America wants to learn more about how your educational or professional background led you to apply for this position. Share what you are most looking forward to about the role and how it relates to your previous experience or future goals. Example #1: "I enjoy problem-solving and helping people. I worked as a customer service representative in a call center for Wells Fargo when I was in college, and the experience motivated me to learn more about how to help my clients by understanding more about investing, saving, and using banking services to meet their needs. I think working as a personal banker will give me a great foundation to start my career within the banking industry." Example #2: "It is both the job description and the idea of working for Bank of America that has piqued my interest. This role offers the growth and advancement that I have desired for some time now. I especially like that in this position, I would be responsible for A, B, and C. I am ready for those responsibilities in my next position."8. As a Personal Banker with Bank of America, why is providing tailored customer service important? How would you make this a priority if hired for this role? In the banking industry, customers all have very unique financial situations and personality types so a very customized approach is required to make each customer feel valued. In this role as a Personal Banker, your customers will expect that you tailor your approach to meet their needs. As you answer this question, be sure to talk about the ways that you get to know your customers to best work with them. On top of that, explain the importance of taking an empathetic approach with your customers and talk about why an empathetic approach is important when working with a customer on their financial needs. Example #1: "As in my current industry, I understand that your customers here at Bank of America all have their own unique financial situation and needs in how I would work with them. Because of that, I have to work with each person on their own individual terms rather than taking the same canned approach with every customer I would work with. To help provide the most tailored customer service possible, I would take the time needed to get to know my customers and their needs and then work with them moving forward in their goals. As personal finance can often be frustrating, I would take my time to listen and understand my customer's frustrations as well to show that I truly care in helping them create a solid plan moving forward." Example #2: "A tailored approach in customer is really easy when you listen, listen and then listen some more. By reflectively listening to my customers, I'm able to get to know them quickly by name, learn a bit about them personally and learn their financial goals for the near and long term moving forward. With that information, I can them formulate the best customized plan for them and that is very important for them to know that my approach was created with their needs at the forefront. With that in mind, the customer then has a much better chance of becoming a life-long customer at Bank of America."9. What has been the most stressful situation that you faced in the workplace and what did you do to ensure that you navigated that situation successfully? At times, the work at Bank of America can get stressful in a customer facing role and this question is giving your interviewer insight to how you will be able to handle the stress that will potentially come in this role if you are hired. In your answer, speak openly and honestly to your interviewer by explaining the situation that you were in and why it was stressful to you. Then, talk in detail about the things that you did to work through the situation to make sure that there was a positive outcome. While answering, try to give your interviewer the sense that you are not easily stressed out on the job and are able to work through high pressure situations with ease. Example #1: "Last year, my staff of nine people was brought down to five people with one termination and three other resignations in a short period of time. Given that recruiting new staff in my current field can be difficult, we worked at almost 50% staffing for two months. To avoid burnout, our manager decided the best route was to only have two of our staff on shift at a time when we would normally have three to four on at a time. This is where work became the most stressful. For me, keeping upbeat, positive and focused on all of my duties was what helped me through each work day. I really appreciated the fact that we didn't need to double our work hours during this time and my remaining team members ended up navigating this period with great success." Example #2: "A couple of years ago, my current company purchased my previous employer and there were many unknowns surrounding my job and my job duties moving forward when it was announced that the company was being sold. When I saw a lot of my coworkers in distress, I took the direction of trying to lead by example with a positive attitude. From the start, I began asking a lot of questions to our managers to try and become as educated as possible on the changes that were coming. I also tried to hear the concerns of my colleagues as well and tried to a be a reassuring person for them. In the end, the transition was great for me and I have my positive and inquisitive attitude to thank for that. During the process, one close colleague did leave the company in fear of what would happen and they still regret that decision to this day."10. As a Personal Banker at Bank of America, how would you select products to suggest to our customers? At the heart of the role of a Personal Banker falls your ability to use your sales skills and customer service skills to match products that best suit each individual customer's needs. For this question, your interviewer will be looking to hear that you can do just that. As you answer this question, highlight your ability to learn and know the entire catalog of financial products you would have at your disposal and then switch to your sales skills mode where you talk about tailoring packages to each individual based on their needs. To really sell your interviewer on your ability, try to use a real world example where you used features and benefits to meet someone's needs in a sales related situation. Example #1: "To do this effectively, I would rely on my ability to get to know my customers and their needs and I do this through confident and friendly conversation with them. Once I know their needs and goals moving forward, I can then take a wise approach to our product base to get them involved with the products that help them meet their goals. Last year, I did this with a customer that I had over a years worth of history with. Through both email and in-person conversations, I learned that early retirement was definitely a goal of his and I used the benefits of our IRA accounts to help him open one and thrive moving forward." Example #2: "If hired for this role at Bank of America, my first goal would be to learn the entire package of personal accounts, savings, loans and investment products that customers here can take advantage of. Armed with that knowledge, I would then rely on my ability to get to know my customers and what they find important to them to help them grow and thrive into the future. I believe that my background in sales will help me to match the great products here at Bank of America with each individual's needs because I've done this in both the automotive sales industry and the food industry."11. The banking industry is built on trust and this is no different at Bank of America. Do other people you have worked closely with consider you to be trustworthy? While the easy route for this question would be to simply answer yes and move on, your interviewer will be looking for you to talk about a specific situation or two where you proved your ability to be trusted in the workplace. Take the time to think about a time where trust was instilled in your beyond your normal job duties and explain the situation to your interviewer. Be sure to explain why the situation was important, what you learned from it and how it helps you be seen as a more trustworthy candidate for this role at Bank of America. In the end, remember that the ability to be trusted as a Teller with Bank of America is one of the premier qualities that your interviewer will be looking for in an ideal candidate for the role. Example #1: "If you were to ask any former colleague or manager that I have worked with, they would all say that I am worthy of any trust you would instill in me. In my current role, my manager has given me the duty of physically transporting our daily bank deposits and has given me a set of office keys and the code to the security system as a backup to our management staff. In my five years with the organization, I have proved myself to be trusted with these duties through my error free work, great attendance record and honesty." Example #2: "I have always put it on myself to try and cross-train and learn as many roles with companies that I have worked with in the past. As well, I've always strived to become an expert on all total process at any given job. Because of this extra effort, my current manager has asked me to be a department representative on a few different committees in my current organization. As well, I've also been asked to lead a few process improvement projects within our department. My manager has directly told me that I was asked to take on these extra responsibilities because of the trust that he has in my work ethic and my overall knowledge of our organization. If lucky enough to come work for Bank of America, I would bring this same attitude to the team here."12. Give me an example of how you keep track of details while engaging in conversation. Multi-tasking is a great skill to have within the banking industry. Share a situation that demonstrates your ability to handle the daily tasks of a busy banking environment. Example #1: "A customer came into the branch with multiple requests. To ensure that I addressed each of their needs, I wrote down a few notes for myself to gather the information. This was also helpful because when I needed to answer the phone in the middle of the transaction, I didn't forget any of the important details and I was able to resolve both requests promptly. All the while, I kept the customer engaged and made sure their banking experience was enjoyable." Example #2: "To keep track of transaction details, while engaging in conversation, I will ask the customer questions or repeat what they are saying to me. This helps me to commit their needs to memory while still appearing engaged, and in the moment."13. Due to the continued explosion of the digital world, Bank of America is becoming more virtual on a day to day basis. What job duties would you see as being fluent in this role as a Teller with us? As banks have adjusted the way they do business over time to suit the needs of customers that are becoming more automated and mobile, the traditional Teller job description has certainly changed with the advancements in technology. With this question, your interview is simply looking to gauge how flexible you would be if hired for this role because Bank of America will be relying on the person hired this role to be highly adaptable in a changing work environment. As you answer, let your interviewer know that you are aware of how rapidly the banking industry is changing and give examples of a time or two you had to be flexible in your own job duties. Then, really put thought into what you feel are ways that the traditional Teller job role has changed and will continue to change over time. Example #1: "As my own personal banking has certainly changed to the point where I hardly visit a bank lobby any more and take care of more things online, I would venture to guess that a Teller is face to face a lot less with customers than they used to be and handling more job duties over the phone and online with customers. I would envision that on top of traditional withdrawals and deposits, Tellers at Bank of America are also seen as advisors to customers when it comes to different products within the bank. If hired for this role, I would be excited to be flexible and learn new duties to become a more complete member of the team here at Bank of America. In my current role as a Customer Service Rep, I've had to be very fluid in my job duties." Example #2: "In my current role as a Teller, I've been very adaptable over the last couple of years as my current institution moved a lot of services to a virtual format. I've received extensive training on ATM troubleshooting for customers using the ATM in our parking lot. I've also been trained on our branch kiosks and tablets that customers use for loan applications and other transactions. But because many of our elderly customers still prefer traditional in-person transactions, I've never lost my touch as a traditional Teller. If hired here at Bank of America, I'd look forward to being a flexible Teller that is willing to adapt with changes moving forward."14. At Bank of America, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day? As a Personal Banker with Bank of America, you will be dealing with a wide variety of clients and your interviewer will be looking to hear that you are able to tailor your approach to working with many different personalities while maintaining a knowledgeable and professional approach with each person. In your answer, be sure to stress that you have the patience to work with all different types of people effectively and the calmness to handle customers that are demanding or full of questions. If you have an example of a role you've held in the past where you've worked with customers, feel free to bring examples of times you had to work with differing personalities first hand. Example #1: "In my current role in sales, I work with customers from all different economic and cultural backgrounds. My personality really suits a sales based role well because I have the ability to personally connect with any person that I work closely with and I do this with a very friendly, yet professional approach. I take as much pride in selling a lower end product to a person with lower socioeconomic status as I do in selling a product to the CEO of a large company. I've been in both of those situations and as long as the customer leaves satisfied with a smile on their face, I know it was a job well done." Example #2: "I really pride myself on my ability to work effectively with many personality types and people from different backgrounds. In my current role as a Financial Advisor, I work with clients that range from C-Suite Executives all the way down to entry level employees making close to minimum wage. I have the ability to connect with and relate to any individual on a personal level as this is so important in the financial field. If hired here at Bank of America, this ability would greatly help your customers that are in need of personal banking advising."15. How do you work in environments with people who are different from you? The banking industry thrives on team players with communication and listening skills who can help build internal and customer relations with individuals of diverse backgrounds. Give an example of how you led a team, or collaborated with a group for a school project, to show Bank of America that you are perceptive and sensitive to the needs of others. Example #1: "I have worked with people from all backgrounds and personalities. Whenever I join a new team, I make a point to get to know each person and find ways we can connect. I'm outgoing and friendly with everyone I meet while respecting their different styles and any open ideas they may bring to the team." Example #2: "Diversity is all around us, whether it be at work or home. I treat everyone equally and give everyone the respect and positive attitude that I would expect to receive from them."16. Tell me about a time when you showed integrity in your work. Integrity is best displayed through honesty and consistent moral values. The banking industry relies on employees who are trustworthy and reliable. Give an example that shows how you have demonstrated these qualities in the past. Example #1: "In my last position, I was responsible for the cash deposit on a daily basis. There was never a discrepancy, in the four years that I worked there. I have proven myself reliable through my consistency, always showing up on time, meeting deadlines, and keeping my word." Example #2: "I show integrity in my work in everything that I do. It's important to me that my employer and colleagues see me as trustworthy, with a strong moral compass."17. What is the highest level of mathematics that you completed during any of your schooling? Working as a Teller for Bank of America will require you to have pretty basic math skills and the ability to count cash in an accurate and efficient manner. For this question, your interview will be looking to hear that you have completed at least some levels of high school math and did so with ease. In your answer, while you discuss what levels of math that you have completed during your education, be sure to explain how your mathematical skills will be able to apply to the job that you are interviewing for. Make sure that your interviewer walks away from your conversation confident in your abilities. Example #1: "As you can see from my resume, I have an Associate's Degree in Marketing and during my coursework at XYZ Technical College, I took both college level statistics and financial accounting courses. With both of these classes, I am confident in my ability to handle and count large sums of cash and also operate account software if required for the job here at Bank of America." Example #2: "During my final year of high school a few years ago, I completed my final semester of Algebra II with an A- grade. Through my years of Algebra I and Algebra II during high school and with my retail experience prior to this interview, I feel comfortable with all of the accounting related duties that I would handle in this role with Bank of America."18. Discuss a time that you worked a client through a difficult financial situation. What were the keys to making it a success for the client? Your interviewer is posing this question to see how you will handle a situation where a client at Bank of America is working through a difficult time. As you talk about how you managed that situation, your interviewer will be looking to hear that you have the interpersonal skills to be effective from the client's perspective. In your answer, be sure to explain the importance of an empathetic approach with your clients and how that approach helps them get through a difficult time. Example #1: "During the recession in 2008, I had a very large client call to request that all of his funds be pulled out of the stock market. Knowing that this move was a very poor strategy, I needed him to hear that in most personal and educated way possible. With an active listening approach, I repeated back what he had told me and I reiterated that he wanted to sell them at a low price and hopefully buy them back down the road at a high price. This made the client take a pause and think. This was my opportunity to talk about market history and the odds that his stock prices would rebound over time. He decided to keep his funds in the market at the time and a few years down the road, he called to personally thank me for the sound advice. The fact that I took a personal approach while educating him in the process to make his own decision was the definite key to success in this situation." Example #2: "Sometimes in this field, difficult conversations have to be had with clients and when I need to have them, I use a very personal and empathetic approach. A great situation where this happened was with a client that wasn't meeting their personal retirement goals to be done working at age 62. At the point we were working together, she was 55 years old. After a quick assessment of her finances, I talked to her about letting her two kids be responsible for their own college tuition. As a mother, her intuition was to support her children in every way possible but the reality was that it was hurting her own goals. Simply put to her, I told her that there are no loans available for retirement and that she was doing both herself and her kids a favor by taking the route I suggested."19. We want our advising team at Bank of America to be happy and healthy. How do you manage the day to day stress of being a financial advisor? The daily stressors of a career in financial advising can be burdensome, overwhelming and lead to burnout on the job. To get a sense that you can handle stress in a safe and healthy manner and be able to come to work each day with a clean slate, your interviewer is looking to delve into your personal life a bit to see how you manage stress. When answering, you can certainly talk about the things you do on the job to keep as stress free as possible, but also be sure to talk about the things that you do outside of work to avoid burnout. Point out that you have the resources and ability to care for yourself to keep you at the top of your game on the job. Example #1: "To begin with on the job, I consider myself very excellent at handling stress. Being a goal oriented person, I find happiness in obtaining goals and consider any necessary stresses in pursuit of a goal healthy. Outside of work, I am a very active person that trains for marathons and spends a lot of time outdoors with my family. I find that these activities help cleanse my mind and heal my body to prepare for a new week on the job." Example #2: "When I maintain a healthy diet, exercise regularly and spend as much time as possible outside of work with my children, any unnecessary work stresses are put on the back burner and often relieved immediately. I'm a firm believer in a healthy work-life balance, even though it can be very tough to do in our field. Having the ability to answer a client email or phone call during off hours while unwinding has made our work lives better as well."20. What experience do you have in multitasking different duties in any of your prior work experiences? As a Teller with Bank of America, you will be relied upon to have excellent organizational skills when handling multiple tasks throughout each workday. Oftentimes, customers can have multiple transactions that must be process and your job will be to ensure that the needs of the customer are handled accurately and efficiently. To gauge your ability to handle this, your interviewer is looking for you to describe a time that you had to be a great multitasker on the job. As you answer this question, be sure to point out the organizational skills that you used to ensure that all of your duties were handled with ease. If you are a new graduate, it is okay to talk about multitasking in your school or personal life as long as you see it is relevant to proving how you can utilize those same skills in this role. Example #1: "In my current role as an Administrative Assistant, I often am juggling multiple tasks at one time. While handling schedule coordination for five different managers at my company, I'm also working on setting up many different organization wide meetings where I'm required to send multiple communications out at the same time. To keep myself organized when handling many things at once, I utilize both my Outlook calendar and a written checklist to ensure that all tasks are getting done in a timely manner." Example #2: "During my years working in the restaurant industry, I became an expert on handling many tables of customers at once. While juggling the order of all of these customers, I also had the responsibilities of manning the cash register at times. This experience really helped me with accurately recording customer orders on my order pad. I also developed what I would call a multitasking mind by training my brain to keep all of my customers orders at the top of my mind. I think my years in that industry will translate well to the Teller role here at Bank of America"21. If a customer at Bank of America had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path? As you look to interview for a Personal Banker position with Bank of America, be sure to expect a question or two that really digs into the technical abilities that you would bring to the position in the form of a hypothetical situation that you will likely face in this role. This question is allowing your interviewer to gain insight into your knowledge of sound financial savings philosophies so be sure to talk about important aspects of a customer's finances that can impact their ability to save. As you answer, express that you would use a logical, yet tailored, approach with each customer in this situation. Example #1: "After I had done my due diligence in getting to know the need's of the customer, my first step would be educating them on setting a personal budget that allows for savings. I would take a keen look at their monthly income versus their monthly expenses while also taking into account their variable spending on a monthly basis. Often, by simply doing this, customers are dumbfounded by how much wasteful spending they have going on in their lives. While the customer makes the final decisions on how to best handle, I can use my expertise to help guide them on their savings journey." Example #2: "The first and most important step to this process is helping the customer truly see their financial situation by delving into their income and expenses. Based on that analysis, the customer then decides which of the factors of income and expenses can be altered to help increase their savings. From there, I would work with them on the best methods for saving and would take a personalized approach to recommending savings accounts or money market accounts with Bank of America."22. If you were having an interaction with a client here at Bank of America and you weren't able to answer their question or solve their problem on your own, how would you handle that situation? As the forward facing client services representative with Bank of America, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that. Example #1: "In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance and service staff have to give the final stamp of approval on in answering customers questions. In these situations, I have a great amount of knowledge where I can prepare the customer for speaking with the right person while also ensuring them that the sales, finance or service staff will provide the final answer. Then, I work quickly to get them to the right person." Example #2: "In a situation where I didn't know an answer, I would ensure the client that we have the right staff in place that would be able to help them quickly and efficiently. I would communicate to the customer what the next step would be and if that would be me putting them directly in contact with someone or me taking their contact information and having someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."23. How would you handle communication with a customer that was visibly upset? In this position with Bank of America, you may be faced with a customer that is upset and/or mad at the situation they are in. Because of the shoes you will be filling as a Teller, you will be expected to help deescalate the situation through solid and effective verbal communication with the customer. As you answer this question, talk about your ability to remain calm, cool and collected in any situation and explain how you take an empathetic approach with any person that you will work with in this role. If you have an example of a time that you were faced with this situation, don't hesitate to walk your interviewer through that situation and how you handled it. Example #1: "Having worked in customer facing roles for my entire career, I have handled many angry customers and feel I have a great method in the way that I communicate with them. First, I start by hearing them out and letting them vent in any means that they want. From there, I calmly repeat back the key points and then begin brainstorming solutions for them. By maintaining a calm demeanor during these situations, angry customers are often able to calm down rather quickly. After I understand the customer's needs, I take all steps necessary to help solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team based approach." Example #2: "When this happens in my current role, I make sure that any other duties I am currently working on are put on hold so I can give full attention to that customer. Last week, I was the only person on staff handling a busy lobby when a customer came in very upset with a vehicle that they had just purchased. I immediately put the phones on hold to take the time to listen to their concerns. After hearing the causes of their frustration, I had them wait in our lobby and I went and talked to our Sales Manager. He made time for the customer immediately. In these instances, providing swift action to help alleviate any further issues is the most important thing that can be done."24. Take a couple of minutes to sell this notepad to me. To be successful in the financial advising field, one top key to success is your ability to sell your service to your clients. For this task, your interviewer will slide a notepad (or other item) to you across the table and ask you to sell it to them. First and foremost, your interviewer will be looking for you to project confidence in your pitch and your ability to find their own needs in what they're looking for in a notepad while you give them your pitch. As you sell them the notepad, be sure that you are confident, creative and that you ask questions of them. Overall, see this question as a fun opportunity to show your advising skills in a very nontraditional way and it will be a success for you. Example #1: "Well Mr. Jones, I know in your line that you definitely in high need of notepads to help you succeed in your industry and I'm here to show you a new product we have put out to market that can exceed your needs. You'll notice that it features very wide margins that accentuate the note taking procedures for all who use it. You'll also notice that each individual sheet is carefully perforated to make separation from the binding an easy task compared to other notepads. The last feature of our new notepad is that it comes in many different paper colors that suit your needs. If you want, take this sample to your office for a week and put it to use. If you and your staff would make use of it, I can set you up with your first shipment in no time!" Example #2: "Mrs. Jones, we at Notepads, Inc. are excited to announce a new line of notepads for our exclusive customers. If you can, tell me a bit about your frustrations with your current line of notepads that you use. Wow, thank you for that. I can tell that functionality, cost and supply are all issues that are of concern and I'm happy to tell you that this fantastic notepad meets your needs with the brightest white paper, narrow ruled, right priced and readily available features. I'd like to talk about you further about pricing and delivery options when you are ready."25. Our clients here at Bank of America 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 America 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. Example #1: "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." Example #2: "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!"26. Have you ever had to work with a difficult colleague? How did you handle that situation? A potential job with Bank of America will put you in a branch office that has many different people, with many different personalities, working in one place at one time. It is simple human nature for their to be conflict within a workplace like this and your interviewer is looking to hear how you personally manage interpersonal conflicts with your coworkers by asking this question. As you answer, be sure to use a real life situation and talk open and honestly about how you handled the situation. Try to focus on the positive things you did to make things work out and make sure that the situation you describe ends with a positive results. In the end, your interviewer is looking to hear that you can be a true team player no matter who you work with. Example #1: "In my current job, I am paired in a small office with a colleague that can be rather difficult at times. We handle a lot of work over the phone and he can be very loud and boisterous at times. On top of that, he can tend to get very upset following certain phone calls with clients. When first hired and paired in an office with him, I was taken aback by his behavior and remained quiet. One day, at the advice of our manager, I simply talked to my colleague and told him that I would be very thankful if he could tone his voice down in our office and to try and use more healthy ways of handling anger on the job. In the end, this was an approach I should've used right away as he thanked me for the feedback and told me that his old officemate was the same as him regarding how they handled frustration. With him knowing that I didn't care for that approach, he vowed to be better moving forward and things are great to this day." Example #2: "First and foremost, I consider myself a great team player and any of my current or past coworkers would echo that same thought. While I do work great in teams, conflict among people is always inevitable and I feel that I excel in working with difficult teammates. A couple of years ago, I was on a project team with a person that tried to take over meetings with their own thoughts on processes moving forward and wouldn't budge for other people's ideas. After seeing a few of our team members become visibly frustrated during our first gather, I took it upon myself to talk with this person face to face. The person became very confrontational with me and ended up berating the overall knowledge of the members of the team. I decided that I would let that conversation sink in with the individual and see how the next meeting the following week went. When the belittling and combative behavior continued, I approached the project lead the next day to see what could be done. While the difficult decision was made to remove that person from our project team, I have no regrets in the approach I took because it was good for the overall health of the team."27. What customer service experience do you have that would greatly benefit the customers at Bank of America? As the face of the organization for a lot of customers that will come through the lobby and drive-through of Bank of America, your interviewer expects that you'll be able to bring your A game to the job every day when it comes to customer service. To get an idea of your customer service experience, your interviewer is asking this question. As you prepare for your interviewer, try to think of customer service experience you have that would most apply to being a successful Teller. Talk about your duties when it came to serving customers and putting a smile on their face with each interaction that you had. Don't hesitate to use a real world example of a time you went the extra mile to provide the best service possible. Example #1: "Being a people person by nature, I've always thrived in roles that put me face to face with customers at any place of employment. During my high school years, I was a waitress at a local restaurant on the weekends. During these busy times, I quickly learned how the little things can go a long way with customers that I would see on a regular basis. Knowing their usual drink orders and little things about them helped spark great conversations with them and, ultimately, their overall satisfaction with their dining experience. If hired here with Bank of America, I'd look to bring that same customer service attitude to your team." Example #2: "My current role in a large call center places me on the phone with consumers that are usually having either technical issues with our products or just overall unsatisfied with our products. Over the past two years in this role, I've learned how reflectively listen to customers that had a negative experience and how to quickly troubleshoot their problems with ease. As well, I've grown a very thick skin to not take things personally when consumers are downright mean about their products. I can imagine that in a bank setting, upset customers can be at their worst because finances are one of the most stressful things for people and I would be very confident in my ability to work with those customers."

5.

Bank of America strives for client loyalty to keep us running strong into the future. What do you feel are the keys to retaining clients for the long haul?

6.

How would you rate your ability to learn new software programs on a scale of 1 to 10?

7.

What interests you about this position?

8.

As a Personal Banker with Bank of America, why is providing tailored customer service important? How would you make this a priority if hired for this role?

9.

What has been the most stressful situation that you faced in the workplace and what did you do to ensure that you navigated that situation successfully?

10.

As a Personal Banker at Bank of America, how would you select products to suggest to our customers?

11.

The banking industry is built on trust and this is no different at Bank of America. Do other people you have worked closely with consider you to be trustworthy?

12.

Give me an example of how you keep track of details while engaging in conversation.

13.

Due to the continued explosion of the digital world, Bank of America is becoming more virtual on a day to day basis. What job duties would you see as being fluent in this role as a Teller with us?

14.

At Bank of America, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?

15.

How do you work in environments with people who are different from you?

16.

Tell me about a time when you showed integrity in your work.

17.

What is the highest level of mathematics that you completed during any of your schooling?

18.

Discuss a time that you worked a client through a difficult financial situation. What were the keys to making it a success for the client?

19.

We want our advising team at Bank of America to be happy and healthy. How do you manage the day to day stress of being a financial advisor?

20.

What experience do you have in multitasking different duties in any of your prior work experiences?

21.

If a customer at Bank of America had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?

22.

If you were having an interaction with a client here at Bank of America and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

23.

How would you handle communication with a customer that was visibly upset?

24.

Take a couple of minutes to sell this notepad to me.

25.

Our clients here at Bank of America 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?

26.

Have you ever had to work with a difficult colleague? How did you handle that situation?

27.

What customer service experience do you have that would greatly benefit the customers at Bank of America?

Bank of America Interview Questions

If hired for this role here at Bank of America, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?

Bank of America Interview Questions

If hired for this role here at Bank of America, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?

How do you check your work for accuracy?

How would you respond to a customer complaint?

Tell me about your favorite manager. What did you enjoy most about working with them?

Bank of America strives for client loyalty to keep us running strong into the future. What do you feel are the keys to retaining clients for the long haul?

How would you rate your ability to learn new software programs on a scale of 1 to 10?

What interests you about this position?

As a Personal Banker with Bank of America, why is providing tailored customer service important? How would you make this a priority if hired for this role?

What has been the most stressful situation that you faced in the workplace and what did you do to ensure that you navigated that situation successfully?

As a Personal Banker at Bank of America, how would you select products to suggest to our customers?

The banking industry is built on trust and this is no different at Bank of America. Do other people you have worked closely with consider you to be trustworthy?

Give me an example of how you keep track of details while engaging in conversation.

Due to the continued explosion of the digital world, Bank of America is becoming more virtual on a day to day basis. What job duties would you see as being fluent in this role as a Teller with us?

At Bank of America, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?

How do you work in environments with people who are different from you?

Tell me about a time when you showed integrity in your work.

What is the highest level of mathematics that you completed during any of your schooling?

Discuss a time that you worked a client through a difficult financial situation. What were the keys to making it a success for the client?

We want our advising team at Bank of America to be happy and healthy. How do you manage the day to day stress of being a financial advisor?

What experience do you have in multitasking different duties in any of your prior work experiences?

If a customer at Bank of America had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?

If you were having an interaction with a client here at Bank of America and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

How would you handle communication with a customer that was visibly upset?

Take a couple of minutes to sell this notepad to me.

Our clients here at Bank of America 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?

Have you ever had to work with a difficult colleague? How did you handle that situation?

What customer service experience do you have that would greatly benefit the customers at Bank of America?