27 Bank of Scotland Interview Questions & Answers
Below is a list of our Bank of Scotland 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.
1. Tell me about a time when you demonstrated you were trustworthy.
How to Answer
To show Bank of Scotland that you are reliable share an example from your work experience that is relevant to the position.
1st 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."
2nd 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."
2. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?
How to Answer
While this may seem like a question with a very obvious answer, your interviewer is looking to hear that you value honesty and integrity in any environment that you work in and that you'll do all you can do to promote that within the team at Bank of Scotland. As you answer, talk about ways in which you've shown honesty and integrity in your work while making it clear that you'll do the right thing if confronted with these situations while working at Bank of Scotland.
Written by Ryan Brunner on November 20th, 2020
Answer Example
"In any situation where I saw a colleague being unethical and breaking company policy, I would confront them right away in a professional manner. Using my best judgement, I would escalate it to a manager if necessary and would absolutely do that in the case of theft. Last year, a coworker of mine was excluding necessary steps of our nightly cash counting procedures. While she may have likely still been doing things accurately in the end and just trying to save time, I talked to her about the importance of taking all necessary steps in regard to accuracy. She thanked me for my input and always used our steps from that point forward."
Written by Ryan Brunner on November 20th, 2020
3. Out of all of our products at Bank of Scotland, which one would you be most likely to use? Why?
How to Answer
Learn as much as you can about what makes Bank of Scotland stand out above other financial institutions. Their reputation is their customer service. They offer a comprehensive spectrum of financial 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!
1st Answer Example
"I would be interested in opening a savings account through Bank of Scotland. 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!"
2nd Answer Example
"Of all your products, I would be most likely to open a mortgage with Bank of Scotland because your rates are incredible and you make the rules surrounding lending easy to understand."
4. To get a sense of how you will handle internal auditing processes here at Bank of Scotland, what do you feel are important tasks to do once an audit is finished?
How to Answer
You and your interviewer both know that the work isn't completed the moment that an audit has been completed and for this question, your interviewer is looking to hear what items you feel are a top priority in ensuring that the audit has a long-lasting impact. As you answer this question, be sure to discuss any unique tasks that you feel are a priority and value that you can bring to the team at Bank of Scotland by talking about how they've been useful to others you've worked with in the past.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"The end goal of any audit is improvement and my role as the Auditor is to help bring as much value to the improvement as possible and this begins with my work following an audit. First and foremost, my top goal at the end of an audit is to deliver the results in a clear and quick manner and meet with all stakeholders to discuss my results. Having many years of experience as an Auditor, the one value I can add to Bank of Scotland is my ability to help your leaders put action into place to improve. As you'll see from my letters of recommendation, many high level leaders I have worked with in the past have really appreciated my ability to do this."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"In my work, my most important task following an audit is to help the key stakeholders understand what needs to be improved and how to improve it. I do this through a thorough reporting process to them. Managers like visual aids and I am able to provide them. They also like to hear suggestions on how to improve and my time in the auditing field brings with me a lot of process improvement knowledge that can help your leadership staff here at Bank of Scotland."
5. At Bank of Scotland, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?
How to Answer
As a Personal Banker with Bank of Scotland, you will be dealing with a wide variety of clients and your interviewer will be looking to hear that you are able to tailor your approach to working with many different personalities while maintaining a knowledgeable and professional approach with each person. In your answer, be sure to stress that you have the patience to work with all different types of people effectively and the calmness to handle customers that are demanding or full of questions. If you have an example of a role you've held in the past where you've worked with customers, feel free to bring examples of times you had to work with differing personalities first hand.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"In my current role in sales, I work with customers from all different economic and cultural backgrounds. My personality really suits a sales based role well because I have the ability to personally connect with any person that I work closely with and I do this with a very friendly, yet professional approach. I take as much pride in selling a lower end product to a person with lower socioeconomic status as I do in selling a product to the CEO of a large company. I've been in both of those situations and as long as the customer leaves satisfied with a smile on their face, I know it was a job well done."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"I really pride myself on my ability to work effectively with many personality types and people from different backgrounds. In my current role as a Financial Advisor, I work with clients that range from C-Suite Executives all the way down to entry level employees making close to minimum wage. I have the ability to connect with and relate to any individual on a personal level as this is so important in the financial field. If hired here at Bank of Scotland, this ability would greatly help your customers that are in need of personal banking advising."
6. We pride ourselves on teamwork here at Bank of Scotland and this role in Client Services relies on teamwork. What are the top qualities you would bring to a team based atmosphere here?
How to Answer
At the heart of this question falls your interviewers need to determine how well you will work with others on the team at Bank of Scotland. You will be working with high level advisors and managers that are under a lot of pressure to perform in their jobs and your communications with them will either alleviate some of that stress or add to it. To ensure that your interviewer walks away from your conversation knowing that you are a team player that keeps the end goals of the company in mind, focus your answer on your effective communication skills, your knowledge of everyone's role on the team and your knowledge of what your role on the team will be.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"As with any team that I have worked on in the past, my priority is knowing that everyone has an important piece in the overall success of the team. In customer service, this is knowing who to contact with the right questions and who to guide customers to when needed. This ensures that our work is done efficiently on our end of things and that our customers are handled efficiently and effectively. If hired here at Bank of Scotland, my first goal would be to get to know everyone on the team that I would work with, what their roles are and how to best communicate with them."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"My top quality is my ability to communicate, both verbally and through writing. I have excellent interpersonal speaking and listening skills and my past colleagues have always appreciated this. Here at Bank of Scotland, your clients would appreciate this in my work as well. I am a very efficient and effective written communicator as well and this would be very beneficial at a company like Bank of Scotland, where your offices are spread throughout the country and I can imagine that email communication is vitally important."
7. What do you know about our services here at Bank of Scotland and why do you feel we'd be a great place to work?
How to Answer
With this question, your interviewer is looking to see that you have done your prep work and research on the company for this interview while also looking to hear why you feel they are set apart from their competition in the banking industry. Most banks have very similar operating structures and company cultures, so be sure that you try to differentiate Bank of Scotland from their competitors in your answer. If possible, try to relate your answer to the organization's mission statement and or core values that would be found on their website.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"As a well known and reputable bank, I have heard from many friends and family members that your checking, savings and loan services are top notch. As I researched a great place to begin a career as a Taller, I was really attracted to your core values of making a difference and taking ownership. As a person that has the desire to be emotionally invested into my work, these are two things that I hold near and dear to my heart as well. If given the chance to join the team here at Bank of Scotland, I would give it my all to e accountable to your customers in making a small difference in their day."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"What I really love about Bank of Scotland and what draw me this role here is your commitment to community service and being an advocate for the lower income class of our society. Many people with lower income and poor credit are often not given the same financial opportunities as others and I really feel great about the things that you do to be better for them. As well, I am firmly rooted in community service and would be all in with these efforts if given the opportunity to join the team here at Bank of Scotland."
8. 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.
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."
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."
9. What are your top three strengths? How will you use them to make an impact at Bank of Scotland?
How to Answer
Reviewing the job description and the company website will give you some direction on which qualities Bank of Scotland 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.
1st 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."
2nd Answer Example
"I plan to make an impact at Bank of Scotland through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."
10. As a Personal Banker with Bank of Scotland, 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 all have very unique financial situations and personality types so a very customized approach is required to make each customer feel valued. In this role as a Personal Banker, your customers will expect that you tailor your approach to meet their needs. As you answer this question, be sure to talk about the ways that you get to know your customers to best work with them. On top of that, explain the importance of taking an empathetic approach with your customers and talk about why an empathetic approach is important when working with a customer on their financial needs.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"As in my current industry, I understand that your customers here at Bank of Scotland all have their own unique financial situation and needs in how I would work with them. Because of that, I have to work with each person on their own individual terms rather than taking the same canned approach with every customer I would work with. To help provide the most tailored customer service possible, I would take the time needed to get to know my customers and their needs and then work with them moving forward in their goals. As personal finance can often be frustrating, I would take my time to listen and understand my customer's frustrations as well to show that I truly care in helping them create a solid plan moving forward."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"A tailored approach in customer is really easy when you listen, listen and then listen some more. By reflectively listening to my customers, I'm able to get to know them quickly by name, learn a bit about them personally and learn their financial goals for the near and long term moving forward. With that information, I can them formulate the best customized plan for them and that is very important for them to know that my approach was created with their needs at the forefront. With that in mind, the customer then has a much better chance of becoming a life-long customer at Bank of Scotland."
11. If working here at Bank of Scotland in this role and you found a more efficient way of handling a job duty or process, what steps would you take in order to ensure that your idea was heard?
How to Answer
Business process improvements are sought on a consistent basis in any industry and the banking industry is now exception. And because many of these process changes are initiated by frontline employees like Tellers, your interviewer is looking to hear that you will always have an open eye toward seeing improvements. As you answer this question, while there is no right or wrong answer, use a methodical approach in answering how you would approach this situation hypothetically. If you have a time that you did just this, be sure to explain that to your interviewer as well and walk through your thought process in that situation.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"In any role that I've taken on during my career, I take all of the extra time and effort that I can to learn every aspect of the job. This lets me really dissect every piece of a process and enables me to look for better ways of doing things. If I were to find a better way of handling a duty or process here at Bank of Scotland, I would likely first run my idea by a colleague or two to ensure that my thought process was sound. Then, I wouldn't hesitate to bring my idea up to my supervisor where I would explain my thought process and what the benefits would be."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"In my current role, I did just this a few months ago when I noticed that our triaging of incoming phone calls with customers wasn't as efficient as it could be. On my own, I started documenting incoming calls and tracking the number of times a caller had to be transferred to get to the correct person. Based on a couple of week's worth of data, I was able to draft a new routing system based on customer needs and take this to my manager. Even though it didn't take much extra effort, the work definitely paid off in regard to internal efficiency and customer satisfaction when we implemented a new system after some tweaking to my draft. With Bank of Scotland, I wouldn't hesitate to take this same approach on the job if I found a better way of doing things."
12. How would you deal with an irate customer?
How to Answer
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 Scotland wants to hear about a situation where you used your customer service skills to handle an angry customer.
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."
2nd Answer Example
"If I were faced with an irate customer I would spend my time listening to their concerns. Usually, people just want to be heard. If things escalated to the point where the customer became threatening, I would call in a supervisor or security."
13. In your opinion, what are the benefits of banking with Bank of Scotland?
How to Answer
The interviewer wants to be assured that you have done your research on Bank of Scotland. Review their website to find out more about their products and services.
1st Answer Example
"I always have a great experience whenever I visit one of your branches. As a customer of Bank of Scotland 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 Scotland values is evident."
2nd Answer Example
"After researching Bank of Scotland products, and what your customers are saying, I believe that the benefits of banking with Bank of Scotland include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."
14. In your own personal life, what banking products do you use and what benefits do you see in using them?
How to Answer
With this question, your interviewer is seeking to first see what types of banking products you are familiar with by having you talk knowledgeably about the products that you use. Then, under the surface, your interviewer will be looking to see how you can help sell similar services to the customers at Bank of Scotland if you were hired for this role. As you answer the question, try to take a salesperson type of approach by highlighting the features and benefits of the services that you utilize with your current bank. Explain how they help you become more effective and efficient with your finances to really help your interviewer see that you have the sales type of approach if hired for this position.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"First and foremost, I was very glad to jump onboard the online banking format from its inception. The online format allows me to transfer funds between accounts and even deposit checks remotely without having to take a trip to town to the physical bank. On top of online banking, I definitely use online loan application services as well. I have found them to be super easy and timesaving for me as I imagine they are for your customers."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"I've really found it helpful to have all of my personal finance items with one institution. That includes loans, credit cards and checking accounts. And recently, I've learned to take great advantage of both MMA and CD accounts with my institution. I just really love the ease and convenience of this aspect and would be a great advocate of this for your customers here at Bank of Scotland if hired for this role."
15. In the banking industry, customer service is essential. 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 Scotland 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.
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."
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 Scotland."
16. Do you have any experience or knowledge in detecting counterfeit cash or checks?
How to Answer
Over the years, the banking and retail industries have had to invest a lot into the detection of fraudulent checks and counterfeit money as fraudsters have become more and more savvy in the making their counterfeit currency look more real. If you don't have direct experience working with the different detection techniques, be sure to do as much research as possible prior to your interview to speak knowledgeably about the different ways money is being counterfeited and the steps banks are taking to counteract it. If you do have knowledge and experience, be sure to talk about they things you've used to help prevent the passing of counterfeit money up to this point in your career.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"During my time working as a cashier in high school, I have used the counterfeit pen for bills that were $20, $50 and $100. As well, I have received briefing on new currency when it is released, like the new bills with the holographs in them. If hired for this role, I'd look forward to being trained and learning more about the advancements in counterfeiting and how this role would help negate that."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"While I don't have hands on experience handling cash or check transactions in my prior work, I am familiar with the ways that the treasury department is marking bills now to prevent counterfeiting. I would know how to look for specific watermarks on each bill, the raised printing and the color-shifting ink on the numerals in the lower right corner. If hired on the team here at Bank of Scotland, I would want to learn more about fraudulent checks and what measures I would need to put in place in this role to help ensure that none passed through my hands."
17. What are your thoughts on working in a position here at Bank of Scotland that had a lot of routine tasks each day?
How to Answer
A position as a Teller with Bank of Scotland will entail many job functions that can get repetitive from day to day and your interviewer is looking to hear that you are able to perform these tasks with focus and ease each day that you are required to. As you prepare for and answer this question, be sure to talk about past positions where you've thrived with routine tasks. As well, keep your answers focused on the positive by explaining why these routine tasks are important and how you always pay attention to detail no matter how mundane a task may be.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"I would have to say that I handle routine work very well. In my current role, a majority of my day is handling routine labeling and shipping tasks. By staying in the moment and remaining focused in my work, I ensure that I take all necessary steps each and every time to ensure that my customer's needs are satisfied each and every time. In this role, the customers at Bank of Scotland rely on accuracy and timeliness and I would be able to bring that in any duty that I was tasked with."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"For me, an end goal, customer focused approach is important in any work that I do and it is extremely important for very routine tasks. While my current position has a lot of routine tasks that I handle every day and week, understanding why these tasks are important helps me to stay on track and on time with them. If hired to join the team at Bank of Scotland, I would make sure that the focus of my orientation would be for me to understand how each job duty positively influences customers that I interact with."
18. At Bank of Scotland, your job as a Risk Analyst would entail keeping a close eye on interest rates for our clients. How do you think interest rates will trend in the next year?
How to Answer
While your interviewer knows that predicting this question isn't an exact science, they will be looking to hear that you consider all variables possible in your answer to make the best determination possible. To be successful in this role with Bank of Scotland, your future clients will rely on your ability to forecast interest rates at times and you need to have the ability to do so with the right knowledge in hand. When answering, make sure that you use a methodical approach and explain each step in the process.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"In my current role that I've held for the past six years, a key to my success has been my ability to create and analyze short-term rate models that most accurately predict future interest rates for the clients that I've worked with. If you aren't familiar with the short-term rate models, they utilize a stochastic process to evolve spot interest rates to predict future rates. Just last year, my work was commended by a high profile client that I advised using this method."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"As you can see from my portfolio, I have extensive training and experience in macroeconomics and I've found that macro trends are a great predictor of interest rates. With interest rates changing on a daily basis, long-term trends from a source like the treasury yield most often follow the same patter as the interest rate percentages most accurately versus utilizing short-term movements in markets, the economy and policy. To better assist my clients, I always keep a watch on the U.S. Treasury yields."
19. As a Personal Banker at Bank of Scotland, how would you select products to suggest to our customers?
How to Answer
At the heart of the role of a Personal Banker falls your ability to use your sales skills and customer service skills to match products that best suit each individual customer's needs. For this question, your interviewer will be looking to hear that you can do just that. As you answer this question, highlight your ability to learn and know the entire catalog of financial products you would have at your disposal and then switch to your sales skills mode where you talk about tailoring packages to each individual based on their needs. To really sell your interviewer on your ability, try to use a real world example where you used features and benefits to meet someone's needs in a sales related situation.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"To do this effectively, I would rely on my ability to get to know my customers and their needs and I do this through confident and friendly conversation with them. Once I know their needs and goals moving forward, I can then take a wise approach to our product base to get them involved with the products that help them meet their goals. Last year, I did this with a customer that I had over a years worth of history with. Through both email and in-person conversations, I learned that early retirement was definitely a goal of his and I used the benefits of our IRA accounts to help him open one and thrive moving forward."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"If hired for this role at Bank of Scotland, my first goal would be to learn the entire package of personal accounts, savings, loans and investment products that customers here can take advantage of. Armed with that knowledge, I would then rely on my ability to get to know my customers and what they find important to them to help them grow and thrive into the future. I believe that my background in sales will help me to match the great products here at Bank of Scotland with each individual's needs because I've done this in both the automotive sales industry and the food industry."
20. What are one or two of the aspects that you think you would love about our Teller job at Bank of Scotland?
How to Answer
While your interviewer is asking this question to verify that you understand the role and life with Bank of Scotland, this is your opportunity to sell your skills and abilities to your interviewer as well. As you prepare for this question, think of your best skills that you find the most enjoyable to yourself and match them with the aspect of this job. As you answer, speak with passion about the aspects you will find the most enjoyable and explain why those aspects will be vital to your success in this role.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"The biggest thing that I am most excited for in this role at Bank of Scotland is the opportunity to now interact with customers on a face to face basis. As a people person by nature, I've felt so held back working for the last four years with customers over the phone. My positive attitude and friendly approach would be a huge asset to your customers and I would make it a priority to always be that smiling face that people encounter when they come to handle their personal business at Bank of Scotland."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"After talking with my cousin that has been a Bank Teller for her entire career, I know that I would love the variety and problem solving aspects of this job. I would look forward to the fact that no two workdays are the same and that I'd be working with individual customers with every transaction. As a person that thrives thinking on their feet, working with unique customers would give me the opportunity to help them troubleshoot issues and find solutions for them."
21. At Bank of Scotland, we value diversity in our customer base and on our team. How do you work effectively with people from different backgrounds ?
How to Answer
In any interview that you experience, a diversity related question is likely to come your way. This is no different at Bank of Scotland because in the banking industry, customers will come from all walks of life and you will be required to work with them effectively. To give your interviewer the greatest sense in your answer, talk both about how you value diversity in your personal and professional life and give an example of a time you worked with a diverse team of people and thrived. In the end, your interviewer will be looking to hear that you will join the team at Bank of Scotland with an open mind and open heart.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"I am a firm believer that a diverse team and work environment benefits the greater good of the organization by bringing many different perspectives to decision making processes. My first job out of school was with a company that lacked diversity and it really struggled because of lack of new ideas and a lack of value for others. Since that job, I have worked at companies and on teams that were very diverse and I really enjoyed being able to learn and grow from others from different backgrounds than me."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"In my current position, I work with customers from all different nationalities and walks of life. As a very young adult taking this job from a small, non-diverse town, it was intimidating at first to me. But from day one on that job, I've really grown to appreciate and see that connecting with individuals that are different from me is beneficial to society as a whole. If hired in this role, I understand that I would be working with a very diverse customer base and I'd be able to do so in a very empathetic and understanding manner."
22. Our clients here at Bank of Scotland expect top-tier service and products and we will expect you to do just that in this role. Have you ever went the extra mile for a client when it wasn't expected? Why did you do so?
How to Answer
Bank of Scotland looks to set themselves apart from their competition by delivering the best service possible in the industry. You, as a customer service professional, are likely used to doing this so in your example, be sure to think about a time where your going above and beyond the call of duty really impacted the overall customer experience. No matter what example you use, be sure to explain why you felt it was important to take that action and what outcomes you are aware that it produced.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"A couple of years ago when I was working customer service in retail, a customer was looking for what happened to be a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued and have her be on her way. What I did was take down the customers contact information and let her know that I could contact our person that handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and have it coordinated to ship directly. We put the customer in direct contact with the supplier and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the situation that the customer was in and knowing she was a loyal customer of ours."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"My current role in hospitality often has me working with very high profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding and upcoming stay for the musician. I proactively asked for their dining and entertainment preferences and with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for the his extended stay. Prior to him leaving, his manager reached out to thank me for the great service!"
23. What is your familiarity with debt-to-equity ratios and what would you consider a good debt-to-equity ratio?
How to Answer
For this question, your interviewer will be looking to hear that you understand the basics of calculating a debt-to-equity ratio and why it is used. In your answer, be sure that you talk about the ratiosd importance in considering debt financing. As well, if you have familiarity with ifferent industries and what is considered a reasonable ratio for each industry, be sure to talk about that as well because what is considered reasonable can differ widely between industries.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"I am very familiar with debt-to-equity ratio calculations and know that ratios lower than 1.0 are desired to consider a firm financially stable. When I've worked with ratios exceeding 1.0, I've provided further examinations of the industry and the organizations stance within the industry to further determine their overall risk to hopefully provide a win-win situation."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"Simply put, the debt-to-equity ratio is found with two easy figures found on a company's balance sheet: their total liabilities and shareholder equity. Swaying away from the norm, I know that the financial and banking industries often have to consider debt-to-equity ratios higher than 2.0 to be common and acceptable due to the large amounts of loaned money and high financial leverage by those institutions. "
24. In your mind, why is it important that Bank of Scotland focuses on customer service?
How to Answer
The customers are the lifeblood of a bank and without them, Bank of Scotland wouldn't be able to thrive or possibly even stay open for business. With this question, your interviewer will be most interested in hearing why you believe that customer service is important for this role as a Teller and then hear what skills you will help bring to this role. As you prepare for your interview, be sure to think about your prior customer service experience and think of ways that you can draw upon that experience in this role with Bank of Scotland. In the end, make sure that your interviewer walks away from your conversation confident in your ability to provide the best customer service possible.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"Having worked in retail for all of my career up to this point, I have customer service engrained in my brain and know I have the skills necessary in this area to be the best I can be for your customers. I have to be knowledgeable about products, pricing and options to be able to answer any and all questions that come my way. I also need to be a great communicator and have excellent listening skills to really get to the individual needs of each customer. In the banking world, I imagine that competition between institutions is fierce and often the main draw between your institution and a competitor is the excellent customer service that you provide. If hired at Bank of Scotland, I'd look forward to helping be this differentiating factor for existing and future customers."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"Customers in any industry have become more tech savvy and self aware now more than ever and the service they are provided is often the key determining factor in where they take their business. I'm sure that Bank of Scotland puts a lot of time and resources into training staff in customer service skills. Coming into this role, I have a lot of extensive training in customer service. In the past few years, I've attended online and in-person trainings on telephone customer service, upselling skills and the generational gaps in customer service expectations and would love the opportunity to showcase my skills with your customers here at Bank of Scotland."
25. Suppose you were on the job here at Bank of Scotland and a customer came in to complain about a fee charged for an overdrawn account. How would you handle the situation with that customer?
How to Answer
As a Teller with :company, an important job expectation will be for you to handle customers that come to you with issues. While their issues can stem from a majority of reasons, your interviewer wants to know that you have the wherewithal to handle these situations with patience and a sense of calmness. As well, they'll be looking to hear that you have the ability to pull from the resources available to you to help resolve the situation. As you answer the hypothetical question, don't hesitate to draw upon past experiences where you've handled customer issues directly and use your experience in those to help project how you would handle similar situations with Bank of Scotland.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"If in this situation on the job here at Bank of Scotland, I feel it would be most important to hear the customer out and let them explain their situation. Then, I would talk about the bank's policies on overdrawing accounts and explain that there is no wiggle room within those policies. Most importantly, I would make it my responsibility to connect the customer with any available resources to help them prevent similar situations in the future. This helps the customer know that Bank of Scotland cares about their financial well-being and is willing to help them moving forward."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"In my current job, I often have to work with customers face to face when they enter our store with issues and I would take the same approach here that I do with them. First, I listen intently to their complaints and actively listen by explaining to them what I heard. Then I have to use my best judgement at hand to consider how to move forward to resolve their complaint. If the issue was a bad product, I follow our return policies and assist the customer as best as I can. If their issue involves our service, I direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard from the start to learn the ins and outs of all aspects of Bank of Scotland so I could be resourceful in working with customer complaints."
26. The clients of a financial firm like Bank of Scotland can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?
How to Answer
Whether due to a large amount of money lost on the market or a client feels they were ill-advised by an Advisor, your job as a Client Services Representative will at some point or another deal with a very angry client. For this answer, your interviewer will be looking to hear that you do what is necessary to stay calm and stay focused on finding a resolution. If possible, use a specific example of a time you had to do exactly this and explain how effective communication was critical in making the situation right for the client.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"As you can see from my resume, I've spent the last three years in customer service relations for a large insurance company. As you can imagine, a large majority of my customer interactions were with upset customers. I've been called names that I can't repeat here in this interview and my key to working through these situations was to remain calm and not take things personally. Like the financial world, the insurance business is a very life altering experience and a loss or damage to an item is very stressful. I tried to put myself in the customers shoes, see things from their perspective and do my best to ease their situation. In this role with Bank of Scotland, these same skills would be vital for me to find solutions or the right person to talk to if needed."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"First and foremost, an active listening approach is the first step to lowering the tension from an angry customer. A couple of months ago, we had a very angry customer come onsite to complain about a defective product that cut his hand pretty badly. The customer came onsite to complain even before receiving emergency care, which was apparent that he needed. First, I let him release his anger and it was not a pretty sight. Then I calmly repeated back what he had said and then explained what our policy allowed me to do at that time. Looking back, my sincere approach and calm demeanor helped calm him down and later that day, my manager had a formal complaint sent to the manufacturer and we were assured that they'd be in contact with the customer."
27. What do you feel is one unique skill or trait that you could bring to the auditing team here at Bank of Scotland?
How to Answer
This question is your opportunity to set yourself apart from your competitions as it gives you an open door to match a skill or trait that you have with the exact details for this position. Prior to the interview, be sure to read and research as much as possible on the job and Bank of Scotland to find something unique about yourself that can help benefit the team. Whether you talk about a job skill or a personality trait that you possess that you feel sets you apart, be sure that you are able to talk about this confidently to your interviewer.
Written by Ryan Brunner on November 20th, 2020
1st Answer Example
"Being comfortable in my skills and experiences as well qualified internal auditor, I am confident that my attention to detail is one trait that will set me apart from anyone else you are talking to about this position. I am a very organized person that keeps an orderly desk, email inbox and to do list. As well, I know that this position will require me to work with data that goes above and beyond the everyday life of your average auditor and my attention to the minute details will make me an asset to Bank of Scotland."
Written by Ryan Brunner on November 20th, 2020
2nd Answer Example
"If I was fortunate enough to join the team here at Bank of Scotland, my ability to work independently and make decisions on my own from the start would be a huge asset. You'll find that I don't let outside influence or others influence decisions that I'll make as your auditor and I won't let my own personal judgments influence any of my decisions. As well, I am comfortable working with all levels of an organization, from the C-Suite to the day to day operations staff."