Bank of New Zealand Mock Interview
Practice 30 Bank of New Zealand interview questions covering customer service, banking products, and BNZ's values.
Question 30 of 30
If a Bank of New Zealand customer was not approved for a personal loan, how would you handle that situation?
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Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
Top banks, like Bank of New Zealand, process thousands of loan applications a year, so you will likely encounter a rejection at some point. It's important to demonstrate that you know how to handle this situation. Describe your approach to letting customers know they have not been approved, and include soft skills like empathy, compassion, and kindness in your answer. Also, incorporate ways that you soften the blow to the customer. For example, perhaps you advise them on how to improve their credit or help them find alternative solutions.
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"I would treat the customer with respect and would provide the rejection details in a private setting. This would be a sensitive situation, so I would first review the denial information with the customer to ensure they fully understood the reasoning. I would give them time to ask questions and I would answer them to the best of my ability. If they needed help repairing their credit, I would provide guidance on resources and solutions for them to address whatever issue was preventing them from being approved. I would apologize for not being able to provide this service at the moment, and if applicable, I would refer them to another bank that could possibly assist them."
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"This is one of my least favorite parts of the job, but a necessary one. Delivering unfavorable news to a customer, especially one that you have a good relationship with, can be difficult. I would be gentle in explaining the reasoning and take time to answer any questions they have or provide advice where possible. If it was something that our branch manager would be able to assist with further, I would invite them in as long as the customer was okay with that. I would also take care to respect their privacy and would not gossip about the customer or share it with anyone else in the bank that did not need to be aware of the situation."
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