30 Bank of New Zealand Interview Questions & Answers
Below is a list of our Bank of New Zealand interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Behavioral
1. What are your top three strengths? How will you use them to make an impact at Bank of New Zealand?
How to Answer
Reviewing the job description and the company website will give you some direction on which qualities the 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.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"I know a lot of people in the community and one of my strengths is being a brand ambassador and bringing in referrals. I would leverage my network to grow business at the branch and would represent Bank of New Zealand at community events. Additionally, my strengths are conflict resolution and people management. I excel at resolving customer conflicts as well as employee conflicts and I really enjoy leading teams. I will bring my passion and experience to ensure I do all that I can to ensure the organization is successful."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"In your job posting, I read that you are keen to hear from those who are problem solvers, enjoy customer-service-facing roles, and are willing to learn new things to continue to grow. These are three of my own personal strengths that I feel align well with Bank of New Zealand and would allow me to immediately add value to your team. I am passionate about taking care of customers and ensuring they have a positive experience every time I interact with them, so they continue to do business with us and refer others to us. If customers bring me a complaint or concern, I enjoy troubleshooting and using my problem-solving skills to get to the root cause of the problem and correct it. Lastly, I would describe myself as a lifelong learner, I'm always looking to sharpen my skills and take on new challenges that help me grow and develop further in my role."
Written by Jaymie Payne on May 28th, 2023
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Behavioral
2. 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 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. Be sure you promote diversity and inclusion in your response.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd Answer Example
"I'm a kind, respectful and extroverted person, and I enjoy meeting new people. I often try to put myself in the other person's shoes to better understand their perspective. I've found that this helps bridge the gap sometimes in communication and understanding. I understand that people are diverse in their experiences, backgrounds, education, and personalities, and I accept people for who they are. I always enjoy getting to know people and what makes them different from me. It's important to include everyone, no matter their experience or background because everyone should have a voice and can add value and creativity to a team. This promotes more collaboration and cohesiveness in the workplace."
Written by Jaymie Payne on May 28th, 2023
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Compatibility
3. Where do you see yourself in five years?
How to Answer
If you are a recent college graduate or starting a new career, you may or may not know where you'd like to be in five years. Bank of New Zealand wants to see that you think about the future and are actively working towards your goals. Better yet, they want to know how working for them will help you accomplish your goals! Share how this job will help you get one step closer to achieving your goals.
Written by Rachelle Enns
1st Answer Example
"I plan to continue working in the banking industry as a branch manager, working my way up through attending training and participating in your leadership development program. I am excited to start out in the banker position because I am confident that it will help me achieve my goal and broaden my skill set."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"Being in a leadership role is important to me, so I plan to be working in a management based position at Bank of New Zealand in the future. I will achieve this through continued education and leadership training while also proving my value to you through my everyday work ethic."
Written by Rachelle Enns
Compatibility
4. What does your typical workday look like?
How to Answer
The interviewer would like to discover more about your day-to-day responsibilities and duties. If you are coming from another bank, it's likely similar to what would be required in the position with Bank of New Zealand; however, it's important to describe your daily activities. Consider whether you spend time supporting customers in financial recovery, building customer relationships, assisting customers with opening or closing accounts, etc. Read the job description thoroughly, and discuss the areas of responsibility you have experience in and perform daily. Keep a positive tone as you describe what your current role entails daily, and refrain from complaining about certain duties or feeling overwhelmed by the day-to-day tasks.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"In my current role as a casual banker, each day I spend time educating customers on bank products and services, fielding customer enquiries to help determine the appropriate person or department to assist, supporting customers who need assistance using technology like internet banking or SMART ATM, updating customer accounts, and completing change and cash orders. From reading your job description, it sounds like my current responsibilities and experience align well with the responsibilities posted for this role."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"I have many responsibilities in my current role. Throughout the day, I engage customers in a friendly manner and welcome them into the bank. I spend a majority of my day processing customer transactions banking needs, updating their personal information, assisting with general product questions, and recommending products or services that will help customers meet their financial needs. Customer service is my focus every day and I do all that I can to ensure each customer has a positive experience when they enter the bank."
Written by Jaymie Payne on May 28th, 2023
Compatibility
5. Tell me about your favorite manager. What did you enjoy most about working with them?
How to Answer
The interviewer is trying to better understand your preferred style of management and in some cases, the person interviewing you could be your potential manager, so this will help them understand if you would align well with them. Be sure you research Bank of New Zealand's culture and if possible, try to do some research on the background and education of the person you're interviewing with.
Consider past employers and the best leader you had. Think about what traits or habits they demonstrated that made them someone you enjoyed working with. In your response, explain some of the qualities you're looking for in a leader but also demonstrate that you're flexible and work under different types of management styles.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"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. In one-on-ones and in team meetings, she also seeks input and feedback and often factors in our thoughts and opinions before making departmental changes. I appreciate having a voice and feeling like my input is valued."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"My favorite manager was my very first manager when I worked at Company X. He was attentive and spent a lot of time mentoring me. I feel that many of my positive work-based skills and qualities are because of how he interacted with and trained me and I try to exhibit those same traits as a professional in the workplace."
Written by Jaymie Payne on May 28th, 2023
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Competency
6. How do you check your work for accuracy?
How to Answer
Employees at Bank of New Zealand need to be detail-oriented as small mistakes could have a negative impact on the team, business, and customer. The interviewer is trying to discover more about how you focus on your work, if you can avoid distractions, and how you deliver accurate and quality results. Explain the techniques or steps you take to eliminate minor mistakes and ensure your customer transactions and paperwork are accurate.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd Answer Example
"In my current role, I'm responsible for many different reports that are sent to senior leaders. I also process loan applications, create employee schedules and send out important staff memos. No matter which responsibility I am working on, accuracy is critical. I often work on my most important projects first in the mornings, when I'm most focused and can limit distractions in the office. If I'm pulling financial reports, I always double check my work and use a calculator or formula in Excel to ensure the data is correct, versus relying on mental math or handwritten calculations."
Written by Jaymie Payne on May 28th, 2023
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Competency
7. How would you become a subject matter expert on Bank of New Zealand products and services offered?
How to Answer
Bank of New Zealand provides everyday banking services, home loans, credit cards, investments, personal loans, and insurance. In certain roles, it will be important that you familiarize yourself with the services and products available so you can effectively provide solutions to customers. Share ways that you will ensure you're familiar with products and services and will be able to answer customer questions and promote appropriate products to meet customer needs.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"I would study Bank of New Zealand's website and any internal materials provided to gain an understanding of the products and services offered to customers. I would also look online and read customer reviews so that I could see from the customer's perspective what the highest-rated products and services are and where we receive complaints. Knowing those common complaints ahead of time, allows me to do more thorough research and to be prepared to answer questions."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"I learn best by watching videos, so I would look up videos on the internet or within Bank of New Zealand's library to review each product and service to have a full understanding of its benefits. I would also speak with employees of the bank who are subject matter experts so that I could learn from them and hear more about what is successful at that specific location."
Written by Jaymie Payne on May 28th, 2023
Competency
8. How do you stay organized?
How to Answer
Bank of New Zealand values accountability, so this question is designed to understand your ability to organize, prioritize and time manage your responsibilities. Your answer provides insight into your decision-making skills and ability to manage your workload. Use this opportunity to highlight your ability to use systems or strategies to organize, prioritize, multi-task, delegate, etc. You can also use this opportunity to showcase your communication skills!
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"My job is fast-paced, and it's not uncommon to have multiple projects with conflicting priority levels. Because of this environment, I have to stay organized and focused in order to succeed each day. Typically, I plan my week out and create time blocks to ensure I have time to do certain tasks without interruption. I keep my work area neat and tidy so that I can easily find documents and forms. As soon as I feel overwhelmed or fall behind, I meet with my manager to communicate my concerns. We discuss the current projects, and I get their feedback on priority and see if other team members can support some of the work."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"At the end of each workday, I clean up my desk, arrange my files neatly, and ensure everything is in order for the next day. I also make lists of things that need to be done the following day and the rest of the week and I make note of what order of priority they are. I have a color-coding system in Excel and in my email calendar that I utilize when making my lists. I have weekly touchpoints with my manager for accountability and recalibration of the current priorities. I also collaborate with peers to share best practices and ensure we're all being as effective as we can be with templates and documents, etc."
Written by Jaymie Payne on May 28th, 2023
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Competency
9. Give me an example of how you keep track of details while engaging in conversation?
How to Answer
Part of your responsibility in the role at Bank of New Zealand may include interactions and conversations with customers. You will also be interacting with other colleagues and leadership, so it's important to be able to recall the details of multiple conversations throughout the day. Share communication and organization strategies you use to ensure you recall important information in conversations.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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. If appropriate, I will also take notes so that I remember critical information and make a list of my action or follow-up items."
Written by Jaymie Payne on May 28th, 2023
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Competency
10. How will your communication skills contribute to your success in this role at Bank of New Zealand?
How to Answer
To be successful in any role at Bank of New Zealand employees must possess excellent interpersonal and communication skills. After all, you're working with customers on a regular basis! Think about whether you possess the following transferable skills: the ability to communicate verbally and orally, professional and public speaking abilities, active listening, empathy, persuasive speaking, etc. Describe to the interviewer what you feel your strengths are in this area and how they will benefit you in your role with Bank of New Zealand.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"As a casual banker, so much of my role entails communicating with customers. I'm adaptable and depending on my customer preferences, I can connect with them via text, calls, emails, etc. I'm a good listener and practice active listening regularly, which helps me maintain relationships with others. I also use my skills to teach and educate others about our products and services in a simple and easy-to-understand way!"
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"I know communication skills are necessary to possess in order to be successful in this role. I would be responsible for promoting products and services that benefit customers, and I need to earn their trust, so it's important that I can communicate to build trust and relationships. I would speak clearly, concisely, and professionally so that customers could easily understand what I'm saying. I would take a genuine interest in their financial health and goals, actively listen when conversing, and ask probing questions to dive deeper to understand their needs better."
Written by Jaymie Payne on May 28th, 2023
Discovery
11. Out of all of our products at Bank of New Zealand, which one would you be most likely to use? Why?
How to Answer
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! If you're already a customer, share some insight into which product is your favorite and why.
Written by Jaymie Payne on May 28th, 2023
1st 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!"
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
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Discovery
12. In your opinion, what are the benefits of banking with Bank of New Zealand?
How to Answer
Familiarize yourself with the variety of products and services that Bank of New Zealand provides. For example, insurance products, investing, wealth management, personal and checking accounts, and personal or home loans. Do some research to better understand how Bank of New Zealand ranks among other banks regarding customer satisfaction, awards they have won, the volume of customers they serve, etc. If you personally bank with them, describe why you chose them versus competitors and what benefits you've seen from making that decision.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
Discovery
13. Tell us how you keep your knowledge current with ongoing changes in the banking industry.
How to Answer
Due to the competition within the banking industry, Bank of New Zealand strives to stay relevant by adapting its products and services to meet customer needs. The interviewer wants to know that even if you have a formal degree; you're committed to staying up to date with industry trends and technology, to better serve your customers. Discuss techniques you use to stay current on trends (IE: reading news articles, press releases, blogs, etc.).
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
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Discovery
14. What interests you about this position?
How to Answer
Bank of New Zealand has many competitors, so the interviewer is trying to learn more about what attracted you to their positions in particular. Check out the company website and familiarize yourself with its mission, vision, core values, and any specific awards or accomplishments that impressed you. Give an honest answer about why you want to work at Bank of New Zealand.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
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Discovery
15. What do you know about Bank of New Zealand?
How to Answer
Interviewers want to know whether you've done the prep work to learn more about Bank of New Zealand. Be sure you can speak to the work that they do, their mission, and their core values. Demonstrate that you're being intentional about applying to organizations you're interested in and align with, and not just any job that's posted. Take the time to speak about what you've read about Bank of New Zealand, its leadership team, its mission, what they value, and the customers they serve. Perhaps you know someone who works there, or you were a past or current customer. If so, share that experience! Also, being able to speak to any specific awards or achievements the organization has earned is an added bonus!
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"From my research, I learned that the Bank of New Zealand is one of New Zealand's four big banks and has been operating since 1861. I understand you offer a variety of financial services and employ over 5,000 people. Additionally, I was researching employee reviews on Indeed and I was pleased to see that there were many positive reviews about leadership, a positive company culture, and employee benefits. I'm really excited to learn even more throughout this interview process."
Written by Jaymie Payne on May 26th, 2023
2nd Answer Example
"Bank of New Zealand offers many products and services including savings accounts, app and online banking, home loans/mortgages, credit cards, insurance, investments, foreign exchange, and more. From my research, I found that you serve over one million customers and employ over 5,000 people. You're a stable financial institution that holds a strong reputation in the industry. I'm excited to learn more about Bank of New Zealand throughout the interview process!"
Written by Jaymie Payne on May 28th, 2023
Discovery
16. Why do you want to pursue a career in the banking industry?
How to Answer
The interviewer at Bank of New Zealand is trying to better understand what brought you to a career in banking and finance and why you want to continue working in it. In part, they are also trying to gauge if the role is just a job for you or if you or if this area of work is something you're passionate about. 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!
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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!"
Written by Rachelle Enns
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Education
17. Tell me about your education. How has it prepared you for this opportunity with Bank of New Zealand?
How to Answer
Many positions at Bank of New Zealand require a degree or certification, but for some roles, it may only be "preferred." Read the job description carefully and provide details on relevant secondary school courses or if you attended university; describe your program and where you obtained your degree or certificate. If you have more informal, on-the-job training, convey that to the interviewer and explain how your education and training make you a fit for the role.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
Experience
18. Tell me about your experience in the banking industry.
How to Answer
The interviewer is seeking to learn more about how long you've worked in banking and if you're familiar with the typical duties, responsibilities, and skills required to be successful at Bank of New Zealand. Give a high-level overview of your experience and what positions you've held in banking. If you have not worked in banking or finance, describe a relatable experience or formal education that you believe will transfer into the role and allow you to be successful.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"When I worked as a bank teller, I learned how to deal with difficult customers and handle a variety of transactions, from ordering foreign money for travel to removing overdraft fees and educating customers on our products. I used my careful attention to detail to keep my drawer balanced and manage my daily tasks without error."
Written by Rachelle Enns
2nd Answer Example
"I have 12 years of experience in the banking industry, first as an administrative assistant, then a bank teller, and now; a financial advisor. I have learned a great deal along the way and look forward to putting my experience to work for Bank of New Zealand."
Written by Rachelle Enns
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Experience
19. Tell me about your cash handling experience.
How to Answer
Many roles at Bank of New Zealand require you to handle cash deposits and withdrawals. The interviewer would like to learn more about what experience you have processing customer transactions involving cash. Describe your experience handling cash, whether directly relating to banking, or perhaps another industry or service area like retail businesses, fundraising, fast food, etc.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
Situational
20. What would you do if a customer came into the bank, and you were having issues communicating due to a language barrier?
How to Answer
This question allows the interviewer to gain insight into your communication and problem-solving skills. Bank of New Zealand serves a diverse population of customers, so if you are not bilingual, you will need to demonstrate you have the skills to still provide customer service to the customer. Walk the interviewer through how you would handle this situation, being as specific as possible.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"If I joined the team, I would talk to my coworkers to learn who speaks other languages, that way, I could know ahead of time who may be appropriate to assist in this situation. If a customer came in whom I was struggling to communicate with, I would first greet them with a warm smile and be patient as I focused to try and understand them. If there were no way we could communicate verbally, I would consider pointing to things or drawing/writing to see if that would help. If that failed and none of my coworkers were nearby, I would see if I could download a translation app to assist."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"I know that Maori and English are primary languages in the area, so I have actually used an app on my phone to learn basic phrases and questions to help me prepare for this situation. If a customer came to my window and I was having trouble communicating, I would smile and reassure the customer with positive body language, showing them, I want to serve them and that we will find a way. I would try to phrase my questions in a basic manner and would speak slowly to give them time to process what I was saying. I would use props or drawings where possible, for example, if I needed their ID, I might show them my badge or my own ID to see if that would help them understand what I was asking. I would ask a coworker to assist as well, so that perhaps between the two of us, we would be able to provide the customer with the service they need."
Written by Jaymie Payne on May 28th, 2023
Situational
21. How would you respond to a customer complaint?
How to Answer
With over 1.2 million customers, it's inevitable that a Bank of New Zealand customer will be unhappy at some point. The interviewer wants to learn more about how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and your ability to resolve conflicts.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd Answer Example
"As a manager, customer complaints that the team can't resolve often get escalated to me. Typically, the customer is very upset and frustrated at this point. I always come with a positive attitude and tone, and I never let their emotions change my behavior. I listen to their concerns and assure them that I will do whatever it takes to help find a resolution. I make sure I thank them for being a customer and work closely with the customer to identify the root cause of their complaint and ensure that the problem doesn't occur again."
Written by Jaymie Payne on May 28th, 2023
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Situational
22. What is the greatest challenge you have faced in your career so far? How did you overcome it?
How to Answer
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.
Written by Rachelle Enns
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
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Situational
23. Describe a difficult problem and how you approached it.
How to Answer
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.
Written by Rachelle Enns
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
Situational
24. Tell me about a time when you demonstrated you were trustworthy.
How to Answer
Bank of New Zealand values honesty, trust, and integrity. It's the foundation of their business and the reason customers trust them with their financial needs. The interviewer wants to know that they are hiring a trustworthy and honest employee with the integrity to do what is right, even when it's difficult. Tell the interviewer about a time you made a mistake and owned up to it, or a time when someone asked you to do something you knew was wrong or against company policy.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"Last year our manager went on an extended leave of absence and we had a temporary manager who was new to the organization. Some of my co-workers wanted to falsify our time sheets to reflect overtime hours that we did not work. I knew that was not the right thing to do and stood up for what was right, telling them I would not be a part of such actions. I ended up reporting the incident to ensure no one was stealing from the company by claiming inaccurate hours worked."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"I always do the right thing, even when no one is looking. In my last position, I was responsible for the cash deposit daily, and in the two years I worked at the company, there was never a discrepancy. There were many opportunities to take money out of the drawer or falsify records, and I was always honest and did what was right. I best show my integrity and trustworthiness by being a consistently reliable and honest employee."
Written by Jaymie Payne on May 28th, 2023
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Rachelle's Feedback
Situational
25. How do you respond to problems that require a quick solution?
How to Answer
Many problems can arise in a workday, and the interviewer wants to know that you can react appropriately and think critically when a situation needs a quick response or a problem with a customer needs a prompt resolution. These skills are incredibly important when working with the public. Walk the interviewer through your problem-solving techniques and approach when you are faced with a situation that requires a quick resolution.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd Answer Example
"When an urgent problem arises at work, I focus on remaining calm and focusing on the task at hand. When faced with a situation where a quick solution is required, I will first rely on my training, my memory, and my instincts. I am confident in my ability to find a solution to unexpected problems, however, I'm comfortable asking a colleague or manager for support if the situation is urgent and needs immediate attention."
Written by Jaymie Payne on May 28th, 2023
Situational
26. Tell me about a goal you achieved. What steps did you take to get there?
How to Answer
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.
Written by Rachelle Enns
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Rachelle's Feedback
Situational
27. Tell me about a time when you showed integrity in your work.
How to Answer
Financial institutions like Bank of New Zealand place a high value on integrity. This question allows the interviewer to discover more about your character. It's not uncommon for ethical dilemmas in the workplace to come up from time to time, so speak openly about any relevant experiences you've had. Think carefully about your answer, as it will leave a strong impression. Show examples of how you've "done the right thing," and demonstrate how you bring honesty and fairness to the team and how you exhibit integrity in the workplace.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"In my last job, I was part of a team of five people who were converting electronic documents and records to an electronic system. We each worked in the system completing various tasks which took up about six hours a day. A week into the project, the manager ran a report and found several errors, and believed another employee had been responsible. The way the software was set up, it could not track specifically who made the errors but I could tell from the report it was actually me. I could have kept quiet and let the other person take the blame for my mistakes, but it wasn't the right thing to do. I came forward and let my manager know that the mistakes were mine and I apologized for the errors and reassured them I would work extra hours to rectify them. I completed additional training so to ensure I did not make the same mistakes again and worked extra hard to fix the errors and catch back up to the rest of the group. I have strong morals and I value integrity. I will bring that value system to the team if given the opportunity to join Bank of New Zealand."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"In my previous role, I had a colleague that I formed a friendship with and we often hung out together outside of work, shopping, and taking trips to the beach. We worked side by side in the workplace, and one evening her drawer was short. She told me that she was overwhelmed with bills, planned to use the money to get caught up, and was going to file a false report about a customer causing the drawer to be short. I told her I understood her situation and sympathized, but told her stealing is wrong, no matter the reason behind it. I even offered to loan her money to discourage her from stealing. I encouraged her to put the money back and find another way, but she refused. I reported it to my supervisor and she ended up being fired. Needless to say, I lost a friend in the situation, but I would never put my own job and integrity at risk, and reporting her was the right thing to do. If I ever faced a situation like this again, I would do the same thing and follow the appropriate company policy to report another employee stealing."
Written by Jaymie Payne on May 28th, 2023
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Rachelle's Feedback
Situational
28. How would you deal with an irate customer?
How to Answer
At Bank of New Zealand, customer service is a top priority, and they need employees who can keep calm in stressful situations. This is where your relaxed demeanor and ability to empathize will come in handy. The interviewer wants to hear about a situation where you used your customer service skills to handle an angry customer. Describe how you used communication skills, de-escalation, patience, empathy, compassion, and negotiation. If you haven't experienced this before, share how you would hypothetically handle this situation in the role.
Written by Jaymie Payne on May 28th, 2023
1st 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."
Written by Rachelle Enns
2nd Answer Example
"If the customer is causing a scene or yelling, I ask them to step into my office so I can assist them outside of the view of the public so as not to distract others or cause more problems. I would try to de-escalate the situation by actively listening and letting them express their concerns; then, I assure them I will help find a solution. If applicable, I will offer something to compensate for the error or issue, like a complimentary service or product or reduced fees where possible."
Written by Jaymie Payne on May 28th, 2023
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Rachelle's Feedback
Situational
29. Customer service is essential in banking. Give me an example of a time when you provided excellent customer service.
How to Answer
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.
Written by Rachelle Enns
1st 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."
Written by Rachelle Enns
2nd 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."
Written by Rachelle Enns
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Rachelle's Feedback
Situational
30. If a Bank of New Zealand customer was not approved for a personal loan, how would you handle that situation?
How to Answer
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.
Written by Jaymie Payne on May 28th, 2023
1st Answer Example
"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."
Written by Jaymie Payne on May 28th, 2023
2nd Answer Example
"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."
Written by Jaymie Payne on May 28th, 2023