List of 40 Bank of America Interview Questions & Answers
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1.
Tell me about a time when you thought it was important to adhere to a rule.
How to Answer
Policies often come into play throughout the growth of a company. From procedural rules to safety protocols, every position in every company has rules and established systems to ensure things run smoothly with as little rework as possible. Stress your understanding of the value of rules and explain that you'll abide by them, regardless of whether you like them or not. You want to come across as a supporting influence for your employer.
Kevin's Answer
"I trust the rules and regulations put into place. Follow protocol, stay safe, and keep plugging away, as I always say. Recently, someone in the break room dropped something behind the fridge and started doing some crazy stuff to get at it. The safety guides of the workplace are clear: use a step ladder when necessary. But this employee opened the fridge doors and climbed it like a ladder. I tried to dissuade them, but they did it anyway, and the fridge fell forward. It was quite a mess, but fortunately, no one got hurt."
Kevin's Answer
"I'm a by-the-book person. I trust that all the rules and regulations set in place are there for a reason. Recently I worked on a group project, and several members of the team were in a panic, feeling as if there was no way we'd meet our deadline unless we cut corners that were clear violations of the rules. I disagreed with this and assured them we would make our deadline. For the remainder of the project, they projected their stress in my direction, and that was fine. It was their stress, not mine. The project was a success, and we hit our deadline with ample time to spare."
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2.
How far are you willing to travel? What location do you prefer?
How to Answer
Volunteer if you're willing to travel for work or have done it before. If you're not open to traveling or prefer not to have a long commute, don't say 'no' straight out. If you weren't aware that this was a prerequisite for the position, ask if it is. Tell the interviewer you're interested in the position and that you'd be open to discussing it further. Ask more questions about the position and be flexible and open to negotiation.
Kevin's Answer
"I'm interested in this opportunity and would like to grow in my partnership with my employer. If relocating or travel is part of that package, I am ready and willing."
Kevin's Answer
"I'd prefer to be within a five to ten-mile radius of my home if it's all the same. I don't think a long commute will fit into my current lifestyle."
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3.
How would you handle communication with a customer who is visibly upset?
How to Answer
In this position with Bank of America, you may face an upset or angry customer. As a Teller, you will be expected to deescalate the situation through solid and effective verbal communication.
Talk about your ability to remain calm, cool, and collected in any situation, and describe your empathetic approach to all customers. If you have an example of a similar situation, don't hesitate to describe that situation and explain how you handled it.
Ryan's Answer
"Having worked in customer-facing roles my entire career, I have handled many angry customers and feel I have a great method to communicate with them. I start by hearing them out and letting them vent. Then I calmly repeat their key points and brainstorm solutions for them. My calm demeanor during these situations usually calms angry customers rather quickly. After I understand the customer's needs, I take all steps necessary to solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team-based approach."
Kimberly's Answer
"When this happens in my current role, I put my other duties on hold so I can give my full attention to that customer. Last week, I was the only person on staff handling a busy lobby when an upset customer came in with a vehicle 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 asked them to wait in our lobby while I talked to our Sales Manager. He made time for the customer immediately. In these instances, the most important thing to do is provide swift action to alleviate any further issues."
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4.
What is the highest level of mathematics that you completed during your schooling?
How to Answer
Working as a Teller for Bank of America will require you to have basic math skills and the ability to count cash accurately and efficiently. Your interview will expect you to have completed high school math. Describe the math courses you completed and explain how your mathematical skills will be able to apply to the job you are interviewing for. Make sure that your interviewer walks away from your conversation confident in your abilities.
Ryan's Answer
"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. Because of these classes, I am confident in my ability to handle and count large sums of cash and operate account software if required at Bank of America."
Kimberly's Answer
"During my final year of high school a few years ago, I completed my final semester of Algebra II with an A-. Because of my years of Algebra I and Algebra II during high school and my retail experience, I feel comfortable with the accounting-related duties that I would handle in this role with Bank of America."
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5.
How would you respond to a customer complaint?
How to Answer
The interviewer would like to know that you can professionally handle customer complaints. Give an example of a time you helped resolve a customer's issue.
Kimberly's Answer
"A frustrated customer called me about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then made a suggestion once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for Bank of America."
Kimberly's Answer
"Each customer complaint is unique; however, I have been trained to handle them all with the same method: listen, be empathetic, use phrases such as, 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."
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6.
What interests you about this position?
How to Answer
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 part of this role you are most looking forward to and explain how it relates to your previous experience or future goals.
Kimberly's Answer
"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 learning 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 in the banking industry."
Kimberly's Answer
"Both the job description and the idea of working for Bank of America 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."
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7.
Tell me about your favorite manager. What did you enjoy most about working with them?
How to Answer
Bank of America wants to hear what excites you and keeps you motivated in your relationship with your boss. They are interested in your values and want to hear about your experience developing relationships with managers.
Kevin's Answer
"I love my current boss because she leads with a collaborative and team-oriented style. We have regular team huddles to provide ongoing communication about process changes or upcoming events."
Kimberly's Answer
"My favorite manager was my first manager when I worked at Company X. She was attentive and spent a lot of time mentoring me. I feel that I developed many of my positive work-based skills and qualities because of how she interacted with and trained me."
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8.
What was the most stressful situation you faced in the workplace, and what did you do to navigate that situation successfully?
How to Answer
At times, the work at Bank of America can get stressful in a customer-facing role, and your answer to this question gives your interviewer insight into how you will handle the stress of this role if you are hired. Speak openly and honestly, describe the situation, and explain why it was stressful for you. Then, talk in detail about the things you did to work through the situation to reach a positive outcome. Explain that you are not easily stressed out on the job and can work through high-pressure situations with ease.
Ryan's Answer
"Last year, my staff of nine people was brought down to five people with one termination and three resignations in a short time. Because 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 have only two of our staff on shift at a time when we would normally have three to four on at a time. This is when work became the most stressful. Staying upbeat, positive, and focused on my duties helped me through each workday. I appreciated the fact that we didn't need to double our work hours during this time, and my remaining team members navigated this period with great success."
Kimberly's Answer
"A couple of years ago, my current company purchased my previous employer, and there were many unknowns surrounding my job and my job duties. When I saw a lot of my coworkers in distress, I tried to lead by example with a positive attitude. From the start, I asked our managers a lot of questions so I knew as much as possible about the changes that were coming. I also listened to the concerns of my colleagues and tried to reassure them. In the end, the transition went well, and I have a positive and inquisitive attitude to thank for that. During the process, one close colleague left the company in fear of what would happen, and they regret that decision to this day."
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9.
Due to the continued explosion of the digital world, Bank of America is becoming more virtual every day. What job duties would you see as being fluid in this role as a Teller with us?
How to Answer
The traditional Teller job description has 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 for 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 times you had to be flexible in your job duties. Then, put thought into what you feel are ways that the traditional Teller job role has changed and will continue to change over time.
Ryan's Answer
"Since I hardly visit a bank lobby to do my banking, I would assume that Tellers handle more job duties over the phone and online rather than with in-person customers. I would envision that on top of traditional withdrawals and deposits, Tellers at Bank of America are also seen as financial advisors. If hired for this role, I would be excited to be flexible and learn new duties to become a more effective 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."
Kimberly's Answer
"In my current role as a Teller, I've had to adapt 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 touch with the responsibilities of a traditional Teller. If hired at Bank of America, I'd look forward to being a flexible Teller, willing to adapt to changes."
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10.
Discuss a time you helped a client through a difficult financial situation. What were the keys to making it a success for the client?
How to Answer
Your interviewer poses this question to see how you will handle a client working through a difficult time. As you talk about how you managed that situation, your interviewer will want to hear that you have the interpersonal skills to be effective from the client's perspective. Explain the importance of an empathetic approach with your clients and how that approach helps them get through a difficult time.
Ryan's Answer
"During the recession in 2008, I had a big client call to request that all of his funds be pulled out of the stock market. Knowing that this move was a poor strategy, I needed him to hear that in the 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 the 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 thank me for the sound advice. Taking a personal approach while educating him in the process to make his own decision was the key to success in this situation."
Kimberly's Answer
"When I need to have a difficult conversation with a client, I use a personal and empathetic approach. I once worked with a client who wasn't meeting their personal retirement goals to be done working at age 62. At that time, 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 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. 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."
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11.
If you weren't able to answer a customer's question or solve their problem on your own, how would you handle the situation?
What You Need to Know
As the client services representative with Bank of America, you may be asked serious financial or market-related questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how their question will be answered and then deliver a timeline of when it can be answered. Even if you are unable to answer a customer's question, you need to be able to point them in the right direction or know where to turn to find the answer.
Ryan's Answer
"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that need to be answered by our sales, finance, and service staff. In these situations, I can prepare the customer for speaking with the right person while assuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."
Kimberly's Answer
"If I didn't know an answer, I would assure the client that we have the right staff in place to help them quickly and efficiently. I would communicate to the customer what the next step would be and do my part by connecting them with the proper person. Setting the right course and timeline is important in this situation."
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12.
How do you feel about standing for long periods of time?
How to Answer
It's illegal for an interviewer to ask you about disabilities or medical conditions. This question may seek to reveal the same information without asking it directly. Speak with confidence in your ability to perform the required functions of this role. Assure them that you have no limitations in performing the duties of the job where true. If you have a disability that you don't believe will hinder your success, then there is no legal or ethical reason to reveal that information and render yourself open to ill-informed bias.
Kevin's Answer
"I am fully capable of performing the necessary duties of this job. I can do it!"
Kevin's Answer
"I prefer to be on my feet. I even have a standing desk at home."
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13.
How do you check your work for accuracy?
How to Answer
The interviewer wants to hear that you are detail-oriented in checking your work. Explain the steps you take to eliminate minor mistakes and ensure your customer transactions and paperwork are accurate.
Kimberly's Answer
"I take pride in any work with my name attached to it and therefore always review my work before I submit it. Whether I am typing an email or handling cash, I always check my work twice and sometimes even ask a co-worker to review it first. Being detail-oriented and thorough are two of my greatest skills."
Kimberly's Answer
"I proof my work before sending it out, and I double-check everything. I use a calculator when necessary and ask for help if I am unsure of my accuracy."
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14.
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 to Answer
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 take their business to a competitor. Your interviewer expects to hear that you understand your role in customer retention and you take pride in that in your everyday work. Talk about the small things you do to keep clients happy.
Ryan's Answer
"I learned a few 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."
Kimberly's Answer
"I lost clients in the past to another firm, and I take that pain personally and do everything I can do to ensure long-lasting relationships with my clients. 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 portfolios; I reach out to them. This action alone shows my clients that I am working in their best interest. Another action I take that shows my worth to my clients is goal tracking and quarterly progress reports that I send out to them. This is particularly helpful for clients who are working with me in their first two years."
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15.
How would you rate your ability to learn new software programs on a scale of 1 to 10?
How to Answer
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 able to quickly learn the programs you would be required to work with at Bank of America.
Talk about times you had to learn new software programs on the job and describe your best methods for learning on the job. Openly talk about the programs you are proficient in to give them an idea of what type of training you would need if hired.
Ryan's Answer
"I would rank my ability to learn new software programs at an 8. I am proficient in word processing programs and the entire Microsoft Suite of products. I'm also proficient in the cloud-based point of sale program that I use in my current role. When hired at my current job, I needed about a day of side-by-side training with my mentor before 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."
Kimberly's Answer
"I would honestly rate myself a 9, solely based on my prior history of mastering programs with my current banking institution. When I was hired into my current position, I was trained in SAP programs and was able to pick up my role as a Teller very quickly. Recently, we made an institution-wide switch to the Oracle suite, and my transition was very smooth!"
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16.
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?
How to Answer
In the banking industry, customers have unique financial situations and personality types, so a customized approach is required to make each customer feel valued. In this role as a Personal Banker, your customers will expect you to tailor your approach to meet their needs. Talk about how you get to know your customers to best work with them. 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.
Ryan's Answer
"As in my current industry, I understand that your customers at Bank of America have their own unique financial situations and needs. Because of that, I have to work with each person on their terms rather than taking the same canned approach with every customer. To provide the most tailored customer service possible, I would take the time to get to know my customers and their needs and then work with them on their goals. As personal finance can often be frustrating, I would take my time to listen to and understand my customer's frustrations and show that I truly care about helping them create a solid plan moving forward."
Kimberly's Answer
"A tailored approach in customer service is easy when you listen, listen, and then listen some more. By reflectively listening to my customers, I'm able to get to know them by name, learn a bit about them, and learn their financial goals for the short and long term moving forward. With that information, I can formulate the best customized plan for them. They need to know that my approach was created with their needs in mind."
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17.
If hired for this role here at Bank of America, how would you manage your daily tasks on the job to complete your work in a timely and efficient manner?
How to Answer
Your interviewer poses this question to gain insight into how you use resources and technology to stay on track and prioritize the small details. Be specific as you describe your ability to multitask many duties throughout a given workday and talk about the tools you use to stay on track. Discuss why paying attention to detail is important in your work. Use real-world examples to demonstrate your time management and project management skills.
Ryan's Answer
"I consider myself to be highly organized in my work. I use my calendar and the task functions in Microsoft Outlook. I schedule time each day for my daily tasks, and I always allow enough time for each task to be done as thoroughly as possible. When unexpected tasks pop up from time to time, I immediately add those to my to-do list."
Kimberly's Answer
"In my current role, I print a daily checklist of my duties and begin working on that list as soon as my day starts. I have found this method to be extremely useful in handling my duties every day, and I wouldn't hesitate to utilize something similar if hired for this role with Bank of America."
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18.
As a Personal Banker at Bank of America, how would you select products to suggest to our customers?
How to Answer
The role of a Personal Banker requires sales skills and customer service skills to match products that best suit each customer's needs. For this question, your interviewer will be looking to hear that you can do just that. Highlight your ability to learn the entire catalog of financial products you would have at your disposal, and then talk about tailoring packages to each individual based on their needs. To sell your interviewer on your ability, use a real-world example where you used features and benefits to meet someone's needs in a sales-related situation.
Ryan's Answer
"I would get to know my customers and their needs through confident and friendly conversation. Once I know their needs and goals, I can get them involved with the products that can help them meet their goals. Last year, I did this for a customer with whom I had over a year's worth of history. Through both email and in-person conversations, I learned that early retirement was a goal of his, and I used the benefits of our IRA accounts to help him open one and thrive."
Kimberly's Answer
"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 your customers can take advantage of. Armed with that knowledge, I would then 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 match the great products with each individual's needs because I've done this in both the automotive sales industry and the food industry."
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19.
The banking industry is built on trust, and this is no different at Bank of America. Do the people you have worked closely with consider you to be trustworthy?
How to Answer
The interviewer expects you to talk about a specific situation where you proved your trustworthiness in the workplace rather than simply give a yes or no response. Think about a time you were trusted beyond your normal job duties and describe the situation to your interviewer. Explain why the situation was important, what you learned from it and how it makes you a trustworthy candidate for this role at Bank of America.
Ryan's Answer
"If you asked any of my former colleagues or managers, they would all say that I am trustworthy. In my current role, my manager trusted me to physically transport our daily bank deposits and gave me a set of office keys and the code to the security system. In my five years with the organization, I have proven to be trusted with these duties through my error-free work, great attendance record, and honesty."
Kimberly's Answer
"I have always tried to cross-train and learn as many roles my companies. Because of this extra effort, my current manager has asked me to be a department representative on a few different committees. I've also been asked to lead a few process improvement projects within our department. My manager directly told me I was asked to take on these extra responsibilities because of the trust 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."
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20.
Give me an example of how you keep track of details while engaging in conversation.
How to Answer
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.
Kimberly's Answer
"A customer came into my branch with multiple requests. To ensure that I addressed each of their needs, I wrote down a few notes. 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 was able to resolve both requests promptly. I kept the customer engaged and made sure their banking experience was enjoyable."
Kimberly's Answer
"To keep track of transaction details while engaging in conversation, I ask the customer questions or repeat what they say to me. This helps me commit their needs to memory while appearing engaged and in the moment."
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21.
At Bank of America, our Personal Bankers work with clients from all walks of life. How do you handle working with many different personalities throughout the day?
How to Answer
As a Personal Banker with Bank of America, you will deal with a wide variety of clients, and your interviewer will want to hear that you can tailor your approach to different personalities while maintaining a knowledgeable and professional approach to each person. In your answer, stress that you have the patience to work with all different types of people effectively and the calmness to handle demanding customers. If you worked in a role that required you to work with customers, feel free to bring examples of times you had to work with differing personalities firsthand.
Ryan's Answer
"In my current role, I work with customers from all different economic and cultural backgrounds. My personality suits a sales-based role well because I can connect with any person with a very friendly, yet professional approach. I take as much pride in selling a lower-end product as I do 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."
Kimberly's Answer
"I 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 ranging from C-Suite Executives to entry-level employees making close to minimum wage. I can connect with and relate to any individual, and this is so important in the financial field. If hired at Bank of America, this ability would greatly help your customers that need a personal banking advisor."
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22.
How do you work in environments with people who are different from you?
How to Answer
The banking industry thrives on team players with communication and listening skills who can 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.
Kimberly's Answer
"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 ideas they bring to the team."
Kimberly's Answer
"Diversity is all around us, at work and home. I treat everyone equally and give everyone the respect and positive attitude that I expect to receive from them."
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23.
Tell me about a time you showed integrity in your work.
How to Answer
Integrity is best displayed through honesty and consistent moral values. The banking industry relies on trustworthy, reliable employees. Give an example that shows how you have demonstrated these qualities in the past.
Kimberly's Answer
"In my last position, I was responsible for the cash deposit every day. 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."
Kimberly's Answer
"I show integrity in my work in everything I do. It's important to me that my employer and colleagues see me as a trustworthy person with a strong moral compass."
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24.
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?
How to Answer
The daily stressors of a career in financial advising can be burdensome and overwhelming and can lead to burnout on the job. Your interviewer wants to delve into your personal life to see how you manage stress. Talk about what you do on the job to avoid stress and 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.
Ryan's Answer
"I consider myself to be very good 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 an active person. I train for marathons and spend a lot of time outdoors with my family. I find that these activities cleanse my mind and heal my body to prepare for a new week on the job."
Kimberly's Answer
"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 if that is 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."
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25.
What experience do you have in multitasking different duties in your prior work experiences?
How to Answer
As a Teller with Bank of America, you will need to have excellent organizational skills to handle multiple tasks throughout each workday. Customers often have multiple transactions to process, and your job will be to ensure that the needs of the customer are handled accurately and efficiently. Describe a time you had to multitask on the job. Point out the organizational skills you used to ensure that all of your duties were handled. If you are a new graduate, talk about multitasking in your school or personal life as long as it is relevant to this role.
Ryan's Answer
"In my current role as an Administrative Assistant, I often juggle multiple tasks at once. I often handle schedule coordination for five different managers at my company, set up organization-wide meetings, and send multiple communications out at the same time. To stay organized when handling many things at once, I utilize both my Outlook calendar and a written checklist to ensure all tasks get done promptly."
Kimberly's Answer
"During my years working in the restaurant industry, I became an expert on handling multiple customers at once. I juggled my customers' orders while manning the cash register at times. I learned how to accurately record customer orders on my order pad and developed what I would call a multitasking mind by training my brain to commit all of my customers' orders to memory. I think my years in that industry will translate well to the Teller role here at Bank of America."
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26.
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?
How to Answer
You should expect a question or two that digs into your technical abilities in the form of a hypothetical situation. This question allows 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. Explain that you would use a logical, yet tailored, approach with each customer in this situation.
Ryan's Answer
"After I got to know the customer's needs, my first step would be to educate 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 taking into account their variable spending each month. Often, customers are dumbfounded by how much they spend wastefully. While the customer makes their final decisions, I can use my expertise to help guide them on their savings journey."
Kimberly's Answer
"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 increase their savings. From there, I would work with them on the best methods for saving and would take a personalized approach to recommend savings accounts or money market accounts with Bank of America."
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27.
Take a couple of minutes to sell this notepad to me.
How to Answer
To be successful in the financial advising field, you must be able to sell your service to your clients. For this task, your interviewer will slide a notepad to you across the table and ask you to sell it to them. First and foremost, your interviewer expects you to project confidence in your pitch. As you sell them the notepad, be confident and creative and ask questions. This question is a fun opportunity to show your advising skills in a nontraditional way.
Ryan's Answer
"In your line of work, you are definitely in high need of notepads to help you succeed, 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 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. 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!"
Kimberly's Answer
"We at Notepads, Inc. are excited to announce a new line of notepads for our exclusive customers. I can tell that functionality, cost, and supply are all issues of concern, and I'm happy to tell you that this fantastic notepad meets your needs with the brightest white, narrow-ruled paper and readily available features. I'd like to talk to you further about pricing and delivery options when you are ready."
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28.
Our clients here at Bank of America expect top-tier service and products, and we will expect you to offer that in this role. Have you ever gone the extra mile for a client when it wasn't expected? Why did you do so?
How to Answer
Bank of America strives to set itself apart from its competition by delivering the best service possible. As a customer service professional, you are likely used to doing this. Think of a time you went above and beyond the call of duty and impacted the overall customer experience. Explain why you felt it was important to take that action and describe the results of your actions.
Ryan's Answer
"A couple of years ago, when I worked customer service in retail, I had a customer looking for 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 send her on her way. Instead, I took down the customer's 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 ship it 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 her situation and the fact that she was a loyal customer."
Kimberly's Answer
"In my current role in hospitality, I often work with high profile customers who come to our hotel. Last year, a touring manager for a musician contacted me regarding an 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 his preferred items on the menus for the nights he stayed and a customized video game package in the musician's room for his extended stay. Before his departure, his manager reached out to thank me for the great service!"
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29.
Have you ever had to work with a difficult colleague? How did you handle that situation?
How to Answer
A job with Bank of America will put you in a branch office with many different people and personalities. Conflict in the workplace is common, and your interviewer wants to hear how you manage interpersonal conflicts with your coworkers.
Use a real-life situation and talk openly and honestly about how you handled it. Focus on the positive things you did to make things work out. Demonstrate that you are a true team player no matter who you work with.
Ryan's Answer
"In my current job, I am paired with a colleague who 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 tends to get very upset following phone calls with certain clients. When I was first paired with him, I was taken aback by his behavior and remained quiet. One day, at the advice of our manager, I talked to my colleague and told him that I would be very thankful if he could tone his voice down in our office and use more healthy ways of handling anger on the job. He thanked me for the feedback and told me that his old officemate handled frustration in the same way. Knowing that I didn't care for that approach, he vowed to be better, and things are great to this day."
Kimberly's Answer
"I consider myself to be a great team player, and any of my current or past coworkers would echo thought. While I work well in teams, conflict is 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 who tried to take over meetings and wouldn't listen to other people's ideas. After seeing a few of our team members become visibly frustrated during our first gathering, I took it upon myself to talk with this person face to face. The person became very confrontational and angrily questioned 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 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."
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30.
What customer service experience do you have that would greatly benefit the customers at Bank of America?
How to Answer
As the face of the organization, your interviewer expects you to bring your A-game to the job every day when it comes to customer service. As you prepare for your interviewer, consider what part of your customer service experience would most apply to being a successful Teller. Talk about serving customers and putting a smile on their faces with each interaction 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.
Ryan's Answer
"Being a people person by nature, I thrive in customer-facing roles. During high school, I was a waitress at a local restaurant on the weekends. I quickly learned that the little things can go a long way with my regular customers. Knowing their usual drink orders and little things about them sparked great conversations and contributed to their overall satisfaction with their dining experience. If hired at Bank of America, I'd bring that same customer service attitude to your team."
Kimberly's Answer
"My current role in a large call center places me on the phone with consumers who have technical issues with our products or are unsatisfied with our products. Over the past two years, I've learned how to reflectively listen to customers who had a negative experience and quickly troubleshoot their problems. I've grown a very thick skin and don't take it 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 can be stressful. I am confident in my ability to work with those customers."
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31.
Tell me about a project you worked on and the difficulties you faced in getting it done.
How to Answer
Innovation is integral to leadership. The interviewer wants to know your preferred working style, how resourceful you are, and whether you exhibit 'outside-of-the-box thinking. Discuss eeting deadlines, overperforming, learning, and innovating in your example. Frame yourself as resourceful, with a propensity to think fast on your feet. Demonstrate that you aren't easily discouraged. You want your answer to exhibit determination.
Kevin's Answer
"I was part of a team. We divided our team into three sections. Somehow, things got off track, and it turned into a not-so-friendly competition to see who could out-perform each other. This hampered the group's progress and created friction within the team. I encouraged the team to work side by side instead. This way, everyone got to work closely with everyone on an individual level. This fostered our teamwork mentality and resulted in us over-performing as a group, turning our project around."
Kevin's Answer
"Our manager left our office to pursue an opportunity with another company. We were under some tight deadlines for multiple projects, and the hired replacement manager came in with a chip on their shoulder and a big ego. Their approach to the team was authoritarian and slowed down productivity as these deadlines loomed. Several team members whispered about stepping outside of the chain of command and reporting this supervisor to upper management, but I felt like this would just make things worse. I asked if I could talk to this new supervisor and gave them a heads up on the dissent they were facing. They confessed the role intimidated them and that another supervisor advised them to take this approach, but it wasn't in their nature. By explaining what motivates the team and the soft skills needed to communicate with each of them, I was able to steer them on course. The extra efforts they made from there helped, and they turned out to be an even more popular manager than their predecessor, and we all met our deadlines."
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32.
Give an example of a time you showed resilience or motivation in the last 6-12 months.
How to Answer
Kill two birds with one stone in your answer to this question. Give the interviewer insight into your personality and what motivates and inspires you, and explain how you stayed motivated in your work, how you approached your work, and whether the task was high-pressure or monotonous.
Kevin's Answer
"I continually work to improve my skills and strive daily for personal and professional growth. That is what motivates me. When I'm doing something I love and achieving those goals, my work is what motivates me. For example, just last month, I was working on a project..."
Kevin's Answer
"They let a member of our team go. That individual was way behind on their projects, and our supervisors asked for volunteers to take on the workload. I volunteered for the beefiest project in addition to my work. Then I realized the progress they'd made was of poor quality, so I had to start from scratch. I put in overtime and prioritized completing my workload first to maximize the progress I made and not lose momentum before I tackled this new project. I recognized from the get-go I couldn't allow my stress to dictate my actions; otherwise, I wouldn't meet the goals I set for myself. Task paralysis never took hold. I kept re-strategizing my time to maximize my productivity. By keeping my eye on the ball and turning that stress energy into productivity, I completed every stage of this project and delivered on time."
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33.
How do you keep up with recent changes in the banking industry?
How to Answer
This question offers you an opportunity to show off your knowledge of your industry and how up-to-date you are. It also serves to reveal how serious or passionate you are about your career. The interviewer wants to know if you can talk the talk and walk the walk. They want to know if you pursued this career or just fell into it. You want the interviewer to see you as a proactive worker rather than a reactive follower. Exhibit a growth mindset at all times. If you take advantage of learning through continuing education credits, seminars, conferences, journals, or any other means, let them know.
Kevin's Answer
"I stay up to date through reading and research. It's all about asking questions; the more I know, the more I realize how little I understand. Research and reading the periodicals I follow drive my eagerness to share. When I share something, I stand to learn something new when someone reciprocates and shares something I wasn't aware of. I stay up-to-date every way I can."
Kevin's Answer
"I'm an active reader and have multiple subscriptions to newspapers and periodicals. I also have multiple websites with shortcuts on my google homepage that I frequently refer to for any updates or changes in my field."
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34.
Tell me about a risk you've taken that paid off.
How to Answer
The interviewer wants to know if you are a risk-taker or risk-averse. You want to present yourself as someone who takes calculated risks as opposed to a habitual risk-taker. Innovation is partly achieved by taking calculated risks. Some are risk-averse, maintaining the status quo. For some, taking risks comes naturally. Others might take risks compulsively, which could be costly for a company. They want to know how you evaluate risk.
Kevin's Answer
"My mother used to say you can't grow if you're unwilling to step outside your comfort zone. My dad would say that luck is where you find it. They taught me how to pursue my goals and achieve them. Finding opportunity takes work, but seizing that opportunity takes a calculated risk. The calculation comes with how well you've stacked the odds in your favor. That takes work. Finding luck takes work. By applying for this job, I risked disappointment, but so far, it's paid off. I am grateful to be sitting here interviewing with you. If I'm not offered the job, that will be a disappointment, but it still has its rewards. There's always something to learn. Luck is where you find it."
Kevin's Answer
"I consider my job to be making my bosses' jobs easier. This includes anticipating their needs. There are, of course, occasions where a quick decision needs to be made, and there's no supervisor there to make it. If it's urgent, then making that decision is a calculated risk. How do I make the call without overstepping my bounds, while staying true to the big picture and the needs of the entire team? Recently I found myself in such a situation when our boss was out dealing with a family emergency..."
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35.
Tell me about a time your attention to detail protected your employer's assets.
How to Answer
Offer examples of how your attention to detail benefitted the team. Describe the ways you've handled your work with diligence and accuracy. Touch on your organization skills, your methodology or approach to your attention to detail, and the standard you set for your work.
Kevin's Answer
"At my last job, I was going over orders that were already punched. I'm a math whiz, and I noticed that the number punched didn't match the running total. I was able to locate the mis-punch, which was a high-ticket item that doesn't move very fast and is prone to shrinkage. My boss was present when I discovered it, so I got a nice pat on the back that day."
Kevin's Answer
"When I worked at my last bank, someone came in who was a super crafty short change artist. They didn't come to my counter, but I listened to what was happening a couple of counters away. As soon as I sensed something was awry, I stood by as a second set of eyes and said, 'Hey, this got confusing fast. Why don't I double-check these numbers for you? Let's start over.' We started over, and the short change artist stopped their games and bowed out."
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36.
Are you willing to work longer hours than scheduled?
How to Answer
Depending on the position you are applying for, there may be a high demand for less desirable shifts, expectations for putting in overtime or weekend hours, or expected on-call coverage during staff shortages. The interviewer wants to evaluate your flexibility and expectations for the position. It is best to be honest. If you have other priorities or demands on your time that aren't conducive to working lots of overtime or covering other shifts, then it is worth clarifying this now. It is better for both employee and employer to learn that the job isn't a good fit earlier rather than later.
Kevin's Answer
"I understand the nature of the job and what is expected of me. I have open availability."
Kevin's Answer
"It depends on the circumstances. If I have no other demands on my time or pressing responsibilities, I would be open to discussing it at the time of the request. Is this something that is consistently or frequently expected?"
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37.
What do you understand about Bank of America's company culture and values?
How to Answer
It's expected that an applicant is playing the numbers game while pursuing opportunities, hoping to land a role somewhere. The interviewer will evaluate your level of enthusiasm to work with Bank of America. They'll gauge this by determining how much work you put into preparing for your interview. This exhibits not only a passion for what Bank of America does but how your vision aligns with theirs, setting you up as a viable candidate.
Kevin's Answer
"This is part of what attracted me to this position. Bank of America is all about making connections and driving global growth responsibly. By delivering their values, acting responsibly, realizing the power of their people, and trusting their teams, they drive sustainable growth."
Kevin's Answer
"Bank of America stresses empathy, understanding, and treating every client and team member with dignity and respect; they exhibit awareness that their decisions and actions affect these lives every day. We believe in making decisions that are clear, fair, and grounded in the principles of shared success, responsible citizenship, and community building, striving to help everyone reach their full potential, and putting into practice that diverse backgrounds and experiences make them stronger. We respect every individual and value our differences - in thought, style, sexual orientation, gender, gender identity and expression, race, ethnicity, culture, age, ability, and experience."
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38.
What are the differences between Bank of America and other competitors in the market?
How to Answer
The interviewer is testing the scope of your industry knowledge and their competitors. They hope to gain insight into how engaged you are in your career. Share the scope of your knowledge and explain how BofA rises above its competitors. Going above and beyond in your interview is a good indicator that above and beyond is your performance standard.
Kevin's Answer
"Part of what separates BofA from their competitors is the fact that they have more noninterest-bearing deposits than any other bank within the USA. They also have the top wealth management market share and the top share of personal trust assets and high-net-worth client assets."
Kevin's Answer
"It's one of the reasons I switched to BofA. My old bank had zero ATMs near me, and anytime I left town, I was getting ATM withdrawal fees left and right. But, BofA has the largest network of branches and ATMs in the U.S."
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39.
How would you rate your communication skills?
How to Answer
Communication is an integral part of any business. Solid communication is a necessity to ensure all the company's systems run smoothly. Explain what you do to ensure communication is effective between all parties. Consider offering a positive example of a time you identified a communication breakdown.
Kevin's Answer
"I put a lot of value in clear, non-defensive communication. Without clear and consistent communication, any situation can degrade rather swiftly, and progress comes to a halt. I would say I over-communicate until I am sure everyone is on the same page."
Kevin's Answer
"I consider myself above average in my communication skills. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. Whenever I communicate with the public, I actively listen, mirror what I feel they're communicating, and validate what they're communicating based on their perception and their reality. I'll objectify the situation before I objectify the persons involved, always presenting the situation back to them with the external components that may have been outside of their perspective. I'll share my knowledge and do my best to keep the communication as amenable and transparent as possible."
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40.
Why are you leaving your current job?
How to Answer
This question seeks to reveal how forthright you are about the conditions through which you left your previous employer (whether you quit, were fired or laid off, etc.). They are also curious about the terms your employment was severed, amicably or acrimoniously. Focus on the positives. Don't reveal anything that would paint you in a negative light. If there were reasons which might sound defamatory towards yourself or others, keep those details to yourself. For example, when someone has outgrown a position, and it isn't advancing their career, looking for career growth elsewhere reveals a dedication to one's well-formulated career plans. Not burning bridges and revealing professional appreciation for what you gained from your previous employers can go a long way toward exhibiting emotional maturity.
Kevin's Answer
"When I interviewed for my last job, it was a temp assignment. After they saw my work ethic firsthand, they offered me a permanent role in their company. I explained to them I had clear goals, and the position they offered me only took me so far down my career path. We recently reached a crossroads, and I ultimately decided it was time to continue down that path elsewhere. I gave them two months' notice and am grateful for what I learned and the relationships I built there."
Kevin's Answer
"I'm a bridge-builder, not a bridge burner. My last job was great while it lasted. I developed my five-year career plan when I was accepted into college and have updated it every year since. My previous employer helped me incredibly since I started with them, but the growth opportunities that were present a few years ago are no longer a viable option for me. So, it is with mutual respect and gratitude that I left them. I gave them almost two months' notice and helped to train my successor. I strongly believe that work relationships should last."