Bank of New Zealand Interview
Questions

6. How do you respond to problems that require a quick solution? You may experience a variety of issues related to customers or technical issues while working in the banking industry. Give an example that demonstrates your confidence and your strength as a decision maker and a problem-solver. Here is an answer example: "I can think quickly and can do mental math, problem-solve, and mention other products and services to offer the customers. In the case of an urgent matter, I trust my instincts and can quickly evaluate situations to recognize the next steps and act accordingly. I feel secure in my ability to think and act quickly while I'm working in ABC position for Bank of New Zealand." Here is an answer example: "When faced with a situation where a quick solution is required, I will rely on my training, my memory, and my instincts. I am confident in my ability to find a solution to last minute, or unexpected, problems."7. What interests you about this position? The interviewer at Bank of New Zealand 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. Here is an answer example: "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." Here is an answer example: "It is both the job description and the idea of working for Bank of New Zealand 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." Here is an anonymous answer example: "i enjoy problem-solving and drawing insights from qualitative and quantitative information. both the job description and the idea of working for bnz 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 data management activities, risk management, and reporting. also, the innovative working environment motivates me to keep updating my skill sets." In response to the anonymous answer example, here is what Rachelle Enns said: Great job bringing the job description and responsibilities into your answer! This approach will show the interviewer that you have taken the time to research this role before attending your interview.8. Describe a difficult problem and how you approached it. Interviewers at Bank of New Zealand like to see employees coming up with creative solutions. Problem-solving skills are highly regarded within the banking industry. Use an example that explains the complexity of the situation. You can also use the job description as a guide for some of the challenges you could encounter in this new role. Try to keep it relevant and relatable to the position. Here is an answer example: "I took a client call that had a history of poor customer experiences with the organization. One after another, the customer was left frustrated on our banking processes and voiced their concerns in a manner that was unpleasant. I took the initiative to listen and understand their frustrations, then partnered with the different departments in the company to resolve the concerns and save the customer relationship." Here is an answer example: "While attending university, I was assigned a group project with a group of less than motivated individuals. My grades and performance were critical to me, so I approached the group with a leadership and mentorship mentality. I uncovered what motivated everyone on the team and took the initiative where others would not."9. 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 New Zealand that you are perceptive and sensitive to the needs of others. Here is an answer example: "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." Here is an answer example: "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." Here is an anonymous answer example: "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 clear ideas they may bring to the team." In response to the anonymous answer example, here is what Rachelle Enns said: Finding ways to connect is an excellent approach. Very good response!10. What is the greatest challenge you have faced in your career so far? How did you overcome it? Consider sharing a professional challenge or a situation you overcame in school. Bank of New Zealand wants to hear about the situation and the action you took. Interviewers also want to hear about results. Give an example that demonstrates your perseverance and proactive approach to facing a challenge or conflict. Here is an answer example: "When I was working for my last company, we had a drastic shift in leadership that required the organization to adapt quickly to new ways of doing things. This required me to tap into my ability to lead change management for my work and my team. To make this process smoother, I scheduled frequent updates with my team, peers, and leadership to ensure all deliverables were being met on time and the transition to new processes was being handled with the utmost professionalism not to impact the level of service our clients received. It was a great learning experience for me and the entire organization." Here is an answer example: "The greatest challenge I have faced in my career was the culture of nepotism in my previous position. It is very challenging to overcome morality based difficulties in the workplace while maintaining a positive attitude and keeping motivated. I overcame these feelings by getting to know my co-workers on a more personal level. Making strong connections with others, who were facing the same difficulties as I was, was very helpful." Here is an anonymous answer example: "the greatest challenge i have faced in my career was the culture of nepotism in a state-own company in my home country. it is very challenging to overcome morality based difficulties in the workplace while maintaining a positive attitude and keeping motivated. although my director nominated me, and my colleagues knew what i contributed a lot to the company, the higher position was given to a new graduate. i overcame these feelings by focusing on upgrading my skill sets and also the consolation from my colleagues." In response to the anonymous answer example, here is what Rachelle Enns said: Nepotism is a challenge to overcome, indeed. It sounds like you handled the situation with utmost graciousness and professionalism.11. How do you check your work for accuracy? The interviewer wants to hear that you are detail oriented when it comes to checking your work. Explain the steps you take to eliminate minor mistakes and ensure your customer transactions and paperwork are accurate. Here is an answer example: "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 skill sets." Here is an answer example: "I proof my work before sending it out, and I double check everything. I'll use a calculator when necessary, and ask for help if I am unsure of my own accuracy." Here is an anonymous answer example: "about the accuracy of numerical analyses, i use a different way to double-check and plot figures to have views of data. for text type of work, i read again and ask for help if i am unsure of my accuracy." In response to the anonymous answer example, here is what Rachelle Enns said: It's nice that you gave a couple of scenarios. This answer is thorough and lets the interviewer understand your process a bit better.12. The banking industry can be stressful. Tell me about a time when you worked in a high-pressure situation. While working at Bank of New Zealand, you might find yourself stressed by customers or the fast pace of the work environment. Think of a time where you produced your best work under pressure to showcase how you shine under high-pressure situations. Here is an answer example: "When I was working as an administrator at a financial firm, I worked in a very high-pressure environment. There was one case that was highly sensitive and required me to pay extra attention to detail. I had limited time to prepare the paperwork, but I was still able to support the lawyer and the client, by staying calm and carefully providing everything they needed. I asked questions to clarify the deadlines that needed to be met and set daily goals to meet them." Here is an answer example: "Almost every day in my banking career has been filled with high-pressure situations. When I am faced with a stressful situation, I remind myself to slow down, breathe, and assess the situation before jumping in with both feet. Customers seem always to appreciate my calm and methodical approach."13. How would you respond to a customer complaint? The interviewer would like to be assured that you can professionally handle customer complaints. Give an example of a time you helped resolve a customer's issue. "A customer called me very frustrated 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 suggested 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 New Zealand." Here is an answer example: "A customer called me very frustrated 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 suggested 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 New Zealand." Here is an answer example: "Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me." Here is an anonymous answer example: "a stakeholder made a complaint that the data was wrong. i listened and told them i would be happy to help. i asked more questions to understand the problem and then suggested once i had a better idea of what might solve it. the stakeholder was very relieved and grateful that i took the time to listen and make sense of the issue. i plan to provide consistent service in the same way when i work for bnz." In response to the anonymous answer example, here is what Rachelle Enns said: You responded very well! By listening and taking action, you show the interviewer that you can handle customer issues with excellence.14. Why do you want to pursue a career in the banking industry? Before your interview, take some time to think through your career goals. Bank of New Zealand is looking for motivated individuals who want to grow within the company. Share your career plans. Talk about how this position will help you achieve your goals! Here is an answer example: "I am passionate about the field of finance and accounting, mixed with an unwavering passion for quality customer service. The banking industry allows me to tap into both areas and have a lot of fun making positive customer experiences along the way." Here is an answer example: "Careers in banking run in my family! My mother was a banker and my father, a financial advisor when I was growing up. It always fascinated me how smart they both were. It's in my blood!" Here is an anonymous answer example: "due to my goal for financial research in both academia and industry, the banking industry allows me to tap into both areas and have a lot of fun along the way." In response to the anonymous answer example, here is what Rachelle Enns said: This answer is unique and well thought out. Nice!15. What are your top three strengths? How will you use them to make an impact at Bank of New Zealand? Reviewing the job description and the company website will give you some direction on which qualities Bank of New Zealand values most. Share your most valuable strengths. Think about them within the context of the position. You can refer to the list of responsibilities within the job description as a guide. Explain how your strengths will help you to accomplish these tasks; and better yet, help you to exceed expectations. Here is an answer example: "I have exceptional attention to detail and great communication skills. I am also quick to solve problems, which helps me handle customer issues with ease. These strengths will help me to build relationships and maintain customer satisfaction." Here is an answer example: "I plan to make an impact at Bank of New Zealand through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business." Here is an anonymous answer example: "i plan to make an impact at bnz through my strong attention to detail, excellent analytic skills, and my ability to program in several hot computer languages, such as sas, python, r, matlab, and excel, etc. also, in additionally, of course, and human languages." In response to the anonymous answer example, here is what Rachelle Enns said: Can you expand a bit on what you mean by human languages? You did a great job adding in some soft skills and hard skills.16. What do you want to accomplish at Bank of New Zealand? Set some goals so that you can share how this position at Bank of New Zealand will help you to achieve them and how you will add value to Bank of New Zealand along the way. Here is an answer example: "First and foremost, I want to deliver top quality service to customers of Bank of New Zealand and perform my responsibilities with best in class service. I want to work at Bank of New Zealand because I want to become a financial advisor. Starting out as a professional banker will give me valuable experience resolving client account issues and providing financial assistance, from investments to savings and travel advice." Here is an answer example: "My primary goal is to achieve a leadership position within the banking industry. To do this, I will continue my related education and take any training opportunities that come my way."17. Tell me about a time when you demonstrated you were trustworthy. To show Bank of New Zealand that you are reliable, share an example of your work experience that is relevant to the position. Here is an answer example: "In my last role, I was responsible for reconciling the banking at the end of the day. Last month, there was an overage, and I demonstrated my true character by reporting this to the management. Together, we partnered to research where this happened and collaborated to coach the team member who caused the error. We adjusted the accounts accordingly." Here is an answer example: "Every successful day in the banking industry is an opportunity to show that I am trustworthy. In my five years within banking, I have never been involved in a discrepancy." Here is an anonymous answer example: "every successful day in a core department of two large companies is an opportunity to show that i am trustworthy. in my previous working, i have never been involved in a discrepancy. when i was doing my project, the client wanted me to submit the project one week before the deadline. i completed and double-checked for two days overnight before delivering it to the client." In response to the anonymous answer example, here is what Rachelle Enns said: These examples are excellent! You do a great job showing the interviewer that you are trustworthy and full of integrity.18. How do you stay organized? Staying organized is essential to make sure that you are thorough and pay attention to details, to keep customers happy. It is also critical to accomplishing your daily tasks behind the scenes. Share a few tools that have helped you stay on-task and on-time. Here is an answer example: "I prioritize my workload against deadlines to stay organized, always putting the needs of customers first." Here is an answer example: "I work closely with my peers to share responsibilities and ensure key tasks are delegated out, should there be an important deadline to consider." Here is an anonymous answer example: "i work closely with my peers to share responsibilities and ensure key tasks are delegated out, should there be an important deadline to consider." In response to the anonymous answer example, here is what Rachelle Enns said: Good communication with your co-workers is a very effective way to stay organized. Try also discussing any tech that you may lean on to help you stay on task during the day.19. 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. Here is an answer example: "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." Here is an answer example: "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." Here is an anonymous answer example: "as i always do, to keep track of details, while engaging in conversation, i write down a few notes for myself to gather the information. this approach is helpful because when i am asked to do another thing, i don't forget any of the important details. furthermore, this action allows me to do parallel tasks to work efficiently. so, writing notes to keep track is quite useful for me." In response to the anonymous answer example, here is what Rachelle Enns said: Writing down important details is a smart way to help you remember the important parts. Good answer!20. Tell me about your cash handling experience. Share some of the details of your experience in cash handling, which are relevant to the position. Here is an answer example: "As a bank teller, I have handled cash as a part of customer transactions for the past two years. I am experienced with deposits, savings withdrawals, cashing checks and issuing traveler's checks. I am excited to learn more about Bank of New Zealand cash handling procedures." Here is an answer example: "The majority of my cash handling experience includes my time in retail. I was a cashier at Store ABC for three years. As far as the banking industry goes, I have some experience in handling cash from my three months with Bank XYZ."21. Out of all of our products at Bank of New Zealand, which one would you be most likely to use? Why? Learn as much as you can about what makes Bank of New Zealand stand out above other financial institutions. Their reputation is their customer service. They offer a comprehensive spectrum of commercial products, so if you are interested in investments, find out more about what they offer. Knowledge is power! It will impress your interviewer and give you an advantage in the interview process! Here is an answer example: "I would be interested in opening a savings account through Bank of New Zealand. I want to buy a house in the next two years, and I would greatly benefit from talking to one of your financial advisors about it. It's nice to know that I can do my banking, investing, and get a loan in the same place that offers the support I will need to make those big decisions!" Here is an answer example: "Of all your products, I would be most likely to open a mortgage with Bank of New Zealand because your rates are incredible and you make the rules surrounding lending easy to understand." Here is an anonymous answer example: "i would be interested in opening a savings account through bnz. i want to buy a house in the next two years." In response to the anonymous answer example, here is what Rachelle Enns said: This is a great goal!22. Tell me about a goal you achieved. What steps did you take to get there? The banking industry offers a variety of opportunities to those who are motivated. Bank of New Zealand is seeking individuals who think about the future and aspire to be successful in everything they do. Think about something you accomplished through hard work and dedication. Here is an answer example: "Early in my career, I strived to get to know the banking and thrifts systems from a 360-degree view. I worked hard to partner with my peers in learning how their roles contributed to the whole organizational flow. I set a goal to become head teller within the first five years of working in this industry. I hope to continue that career path with Bank of New Zealand and am excited for the opportunity to do so." Here is an answer example: "A few years ago I set the goal to complete my Bachelor's in Finance while working full time. I achieved this in just four years, through spending a lot of time in online studies, between working as a bank teller. I am very proud of the discipline and dedication I was able to put towards this goal." Here is an anonymous answer example: "early in my career, i strived to get to gain experience in data analytics and reporting. i worked hard to partner with my peers in learning how their roles contributed to the whole organizational flow. i set a goal to become a group leader of the data analytics team within the first five years of working in this industry. in the next five years, i aim to publish a paper in business and become a senior analyst. i hope to continue that career path with bnz and am excited about the opportunity to do so." In response to the anonymous answer example, here is what Rachelle Enns said: You have some excellent goals set for your future! Well done!23. In your opinion, what are the benefits of banking with Bank of New Zealand? The interviewer wants to be assured that you have done your research on Bank of New Zealand. Review their website to find out more about their products and services. Here is an answer example: "I always have a great experience whenever I visit one of your branches. As a customer of Bank of New Zealand, I am impressed by the consistency and care of the bank tellers. I also love how easy it is to access my account online and make updates to my credit card whenever I travel. The level of service that is demonstrated in Bank of New Zealand values is evident." Here is an answer example: "After researching Bank of New Zealand products, and what your customers are saying, I believe that the benefits of banking with Bank of New Zealand include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."24. Tell us how you keep your knowledge current with ongoing changes in the banking industry. Due to the competition within the banking industry, Bank of New Zealand strives to stay relevant by adapting their products and services to meet customer needs. Consider reading some news articles, press releases, or blogs, to learn more about the industry. Here is an answer example: "I am interested in learning about helping my customers with their investments. I like to read financial blogs to stay on the cutting edge of latest trends. I also enjoy reading the latest books with a financial scope and listening to financial advice. I also follow Bank of New Zealand on Twitter and keep abreast of relative headlines." Here is an answer example: "I am an avid reader, and my top go-to books for banking related knowledge are A, B, and C. I also listen to a few investment-related podcasts on a weekly basis. I understand the importance of staying on top of the latest trends and news in the banking industry." Here is an anonymous answer example: "i enjoy reading the latest books with a financial scope, such as credit risk analytics, written by bart, daniel, and harald. i am going to join some meetups and training to keep my knowledge current with ongoing changes. i also follow westpac new zealand limited on linkedin and keep abreast of relative headlines." In response to the anonymous answer example, here is what Rachelle Enns said: You give a variety of ways that you stay on top of trends and happenings in the banking industry, which is great! This variety will show the interviewer that you have a keen interest in learning many different facets of the industry.25. How would you deal with an irate customer? In the banking industry, keeping customers calm is a much-needed skill. This is where your relaxed demeanor and ability to empathize will come in handy. Bank of New Zealand wants to hear about a situation where you used your customer service skills to handle an angry customer. Here is an answer example: "I had a customer complain about having to wait in line for so long on a busy Monday morning. She was so upset because now she was late for work and the rest of her schedule for the day was thrown off. I listened and let her know I understood where she was coming from, ensuring her I would move as quickly as I could to complete her transaction. Listening and empathizing helped her to calm down and ease the tension." Here is an answer example: "If I were faced with an irate customer I would spend my time listening to their concerns. Usually, people want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security." Here is an anonymous answer example: "i met an arrogant stakeholder who changed project plans without talking to the team in advance. our team spent most of the time on adapting to his changes. i set up regular meetings with him and document the agreements. during the meetings, i did not argue with him on his demands; instead, i gave him several solutions to choose from. after a few conversations, i realized that he did not have a big picture of the project. our team wrote documents and a prototype of his project. the final result was 90% different from what we initially discussed." In response to the anonymous answer example, here is what Rachelle Enns said: It sounds like you worked as well as you could with this stakeholder, despite the unreasonable demands. Good work!26. What do you know about Bank of New Zealand? Bank of New Zealand makes it easy to find out basic company information by simply browsing their website. You can also search employee reviews to learn about experiences interviewing and working there. Share a few of the facts you learned from researching the company. Here is an answer example: "I was impressed by the variety of services you offer your customers and the mission statement at Bank of New Zealand. I found the mobile app extremely user-friendly, and I like the new features that help customers save money." Here is an answer example: "I've read great things about working there, and I'm excited for the opportunity to work in such a fun environment. Your employee reviews are strong, and I understand that you spend a lot of time with community outreach programs."27. In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service. Think about what customer service means to you. Making the customer happy and receiving positive feedback are great examples! Bank of New Zealand wants to hear that you treat customers with respect and are careful to resolve issues. Explain some of the elements of customer service that you possess, like empathy and patience. Here is an answer example: "I was working as a bank teller when a woman came in, upset about her account. I could tell she needed to vent and I wasn't quite sure what the actual problem was, so I listened first. Then I asked questions to figure out what was going on. She was so appreciative of me because I was able to think on my feet and troubleshoot to solve the problem quickly. She even apologized for raising her voice and thanked me for my patience." Here is an answer example: "In my current position as a bank teller, customers are encouraged to provide feedback via a survey app, after each in-branch visit. For the past three months, I have received the highest ranking for overall customer satisfaction. Delivering excellent customer service is a must for me, and I look forward to bringing this level of service to the customers at Bank of New Zealand." Here is an anonymous answer example: "i worked in a core analytic team as a data analyst. my responsibility was to support stakeholders' data analytics. when an intern called me to provide some cases for the stakeholder, she did not know what to start with and even could not tell me what her manager wanted. i took control of her laptop remotely and talked to her via phone. i used another desktop to run my program. i listened first; then i asked questions to figure out what kinds of analytics we needed. after a while, she was no longer nervous and had a better understanding of what to do and how to extract data from her internal system." In response to the anonymous answer example, here is what Rachelle Enns said: This example shows technical capabilities as well as teamwork and patience. Good job.28. Tell me about your education. How has it prepared you for this opportunity with Bank of New Zealand? Share some of the highlights from any of your relevant courses from high school, college, university or on the job training. Explain how your experiences will enhance your performance. Here is an answer example: "Getting a Bachelor's Degree in Business Finance was a great experience. I especially enjoyed my accounting courses because they challenged me to think more critically and furthered my analytical skills. I know these skills will help me to handle work at Bank of New Zealand and advise clients on important financial decisions." Here is an answer example: "The bulk of my education has been on-the-job training with my current company. They value continued education and have a tuition reimbursement program which I am happy to have taken advantage of. This year I have taken additional courses in calculus, negotiations, and building a sales pipeline. All of these courses will help me in this role with Bank of New Zealand because you are customer service focused while also needing employees who understand banking related concepts and calculations."