The banking industry offers a variety of opportunities to those who are motivated. CIT Group 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.
CIT Group Interview Questions
Tell me about a goal you achieved. What steps did you take to get there?
The banking industry offers a variety of opportunities to those who are motivated. CIT Group 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.
"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 CIT Group and am excited for the opportunity to do so."
"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."
What do you know about CIT Group?
CIT Group makes it easy to find out basic company information by simply browsing their website. You can also search employee reviews to learn about experiences interviewing and working there. Share a few of the facts you learned from researching the company.
"I was impressed by the variety of services you offer your customers, and the mission statement at CIT Group. I found the mobile app extremely user-friendly, and I like the new features that help customers save money."
"I've read great things about working there and I'm excited for the opportunity to work in such a fun environment.Your employee reviews are strong and I understand that you spend a lot of time with community outreach programs."
The clients of a financial firm like CIT Group 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?
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.
"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 CIT Group, these same skills would be vital for me to find solutions or the right person to talk to if needed."
"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."
We pride ourselves on teamwork here at CIT Group and this role in Client Services relies on teamwork. What are the top qualities would you would bring to a team based atmosphere here?
At the heart of this question falls your interviewers need to determine how well you will work with others on the team at CIT Group. 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.
"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 CIT Group, 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."
"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 CIT Group, 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 CIT Group, where your offices are spread throughout the country and I can imagine that email communication is vitally important."
At CIT Group, we are building a very team based culture. If hired for this position, what would you be able to contribute to this team based culture?
As CIT Group continually builds a team based atmosphere within their branches, they want to ensure that new employees that are brought aboard are true team players that will thrive in their culture. As you answer this question, be sure to stress to your interviewer that you are a team player by talking about your experiences in working as part of a team. Talk in detail about what roles you are comfortable in assuming in a team atmosphere and then discuss your own personality traits that make you a great team player. If possible, try to stress the importance of and your ability to communicate effectively to your interviewer.
"If hired for this role, I understand that I'd be working among a great team of Tellers, Loan Officers, Analysts and Advisers and I really love this aspect of the role here at CIT Group. In my current role, I work closely with our administrative and sales staff to help ensure smooth operations on a daily basis. I rely on my ability be upfront in speaking with everyone that I work with, no matter what role they play with the organization. I have no worries in walking into the office of our CFO to talk on a regular basis and wouldn't hesitate to do so if needed for this role."
"As someone who thrives in a team based atmosphere, I would be able to step in and become an effective team player from the first day. I have taken the lead on many project teams during my career and love the responsibility of taking charge on these teams. As well, I can also take directions from others on my team when needed. I have a communication style that is very confident, friendly and professional no matter who I work with. During my career, I've been complimented for my openness to feedback from others and my willingness to help other members of my team when needed."
If you were having an interaction with a client here at CIT Group and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?
As the forward facing client services representative with CIT Group, you may be asked serious financial or market related questions that either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the customer how that question will be answered and then deliver a timeline on when it can be answered. In the end, the customer wants to know the clear path to ease their mind and it will be your job to do just that.
"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance and service staff have to give the final stamp of approval on in answering customers questions. In these situations, I have a great amount of knowledge where I can prepare the customer for speaking with the right person while also ensuring them that the sales, finance or service staff will provide the final answer. Then, I work quickly to get them to the right person."
"In a situation where I didn't know an answer, I would ensure the client that we have the right staff in place that would be able to help them quickly and efficiently. I would communicate to the customer what the next step would be and if that would be me putting them directly in contact with someone or me taking their contact information and having someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."
Here at CIT Group, part of your job will entail talking to our customers about sensitive and confidential information. How will you handle these situations if offered this position?
At times in this role, you will be required to discuss the confidential finances of customers and this will happen during customer deposits, withdrawals and payments to the bank. When these situations happen during times where the lobby is busy with other customers, you will be required to speak with customers in a very quiet manner. As you answer this question, make sure that you reiterate that you are aware of the sensitive nature of the transactions you will be working on with customers at CIT Group and talk about how you will go about ensuring that a customers private information is kept private. If you have worked in situations that involved confidential material in the past, be sure to talk about them as well.
"When faced with this situation, I would ensure that the conversation between the customer and myself would be done quietly and with any documents out of the view of others. A person's financial situation is private and I would take all necessary measures to keep conversations as private as possible in this role. In my current role, I have frequent private phone conversations with customers and I need to keep the same mindset with them as I would in this job."
"Having worked with confidential data and information through my entire career, this part of the job at CIT Group would be second nature to me. By keeping a neat and tidy work area, I would be able to ensure that any customer information was filed appropriately after each transaction and wouldn't be viewable to the next customer that I handled. When it comes to personal interactions, I would ensure that our conversations were held in a quiet manner as privately as I'm able to do so."
Talk about a time you had to communicate with a colleague or customer that was unhappy. What were the keys to making the situation better for all involved?
Your ability to handle conflict will be an important part of this role with CIT Group. Tellers are often the first line of defense with customers that call or come into the branch and you will be relied upon to help diffuse any situation that could get out of hand with customers. In your answer, try to focus on your communication skills that you feel are vital to your success in these situations. As you think of a situation you've been in to use in this situation, make sure that you can demonstrate the steps that you took to ensure that the unhappy customer or colleague left the situation in a much better place.
"A few weeks ago, I was having a pretty normal day at the front of the store. About an hour from closing time, a customer stormed through our front door and approached me at a rapid place with a very mad look on her face. She slammed a bag on the counter and demanded a refund for a shirt that she had purchased last week because she claimed it had a tear in the armpit. Before I could even say anything back to her, she then began berating our store for selling inferior products and she demanded to see a manager right away. As calm as I could, I told the lady that I would be very glad to take care of a return for her and I'd be happy to put her in contact with a manager. I let her know that I'd need to take her number as our manager was not in the store that evening. While she still left upset after receiving a refund, I followed up with my manager the next morning to ensure that he followed up with her. He let me know that she had calmed down and thanked me for my service the evening prior. I know that my ability to not take her harsh words personally really helped make the situation better."
"Last year, I showed up to work to find my close colleague in a fit of rage at her work area. He was slamming desk drawers and using really inappropriate language. Knowing that this wasn't typical behavior from him, I immediately walked over to see what was wrong. He began by telling me that he had received a very bad customer complaint the day before and was now being reprimanded for it by our manager. He started to then talk badly about our manager and I immediately cut him off. By hearing what he had said, I tried to replay the conversation for him and then asked him what led to the customer complaint. I took a very empathetic approach to learn why he was feeling the way that he did and I quickly learned that he was indeed in the wrong in thet situation. My advice to him was to take a quick walk, calm down and hen go talk to our boss. Later that day, he thanked me for my great advice and talked about the lesson learned moving forward."
As a Personal Banker with CIT Group, why is providing tailored customer service important? How would you make this a priority if hired for this role?
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.
"As in my current industry, I understand that your customers here at CIT Group 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."
"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 CIT Group."
What is your experience in managing an overall performance appraisal process for your staff?
While your interviewer can see that you have employee management in your experience from your resume, this question is allowing you to really get into detail about what experiences you have in working through a performance appraisal process with your staff in the past. While being open and honest in your experiences, try to highlight your ability to use fair judgement in writing performance appraisals and highlight any technologies that you've used to help manage the performance of your team. As well, don't hesitate to discuss any of the difficult conversations you've had in the past with your staff as CIT Group will look to you to be an effective part of this process as their next Branch Manager.
"In my current role, I manage a team of 13 employees and our policy is to conduct appraisals near a staff member's hire anniversary. I'm a firm believer that writing an appraisal takes preparation throughout the year by documenting performance. When it comes time to writing the appraisal, we use an online performance management system that makes organizing details within the appraisal really nice. I always block time on my calendar to take the time needed to focus on putting detail to paper and don't rush through it because feedback is so important to improving the performance of my entire team."
"As you can see from my resume, I have over 10 years of management experience and within that experience, I have a lot of experience in the performance appraisal processes for my staff. I take the approach of using a fact and documented based approach with my staff rather than personal opinion. Being in a very volatile and high turnover industry right now, evaluating my staff on tangible factors is very important. Throughout my career as a manager, I've had to have many difficult conversations with staff that were put on performance improvement plans based on their annual reviews and am comfortable having these conversations in a professional, yet personal manner."
In your opinion, what are the benefits of banking with CIT Group?
The interviewer wants to be assured that you have done your research on CIT Group. Review their website to find out more about their products and services.
"I always have a great experience whenever I visit one of your branches. As a customer of CIT Group 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 CIT Group values is evident."
"After researching CIT Group products, and what your customers are saying, I believe that the benefits of banking with CIT Group include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."
Tell me about your education. How has it prepared you for this opportunity with CIT Group?
Share some of the highlights from any of your relevant courses from high school, college, university or on the job training. Explain how your experiences will enhance your performance.
"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 CIT Group and advise clients on important financial decisions."
"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 CIT Group because you are customer service focused while also needing employees who understand banking related concepts and calculations."
Talk about a time where you felt overwhelmed by your job duties. What did you do to stay organized and on track with everything happening?
At some point during your career up to this point, you've faced a time where you felt completely overwhelmed while on the job. As you answer this question, try to paint a clear picture for your interviewer that explains all of the contributing factors to you being overwhelmed. Then, proceed to focus most of your answer on talking about the skills and resources you utilized to keep you on track and focused during this difficult time. In the end, your interviewer is ideally looking to hear that you can stay organized and on track no matter how busy things get if you're hired to join the team at CIT Group.
"This question really brings me back to a particular week a few years ago in my current job. It was late fall as the holiday shopping season was ramping up and our store was very short staffed due to a maternity leave and two employees leaving on short notice. While we were short staffed in the store, it took a full team effort to ensure that customer questions were being answered, shelves were stocked and registers weren't getting backed up. To stay organized, the small team we had on staff worked off of a checklist each day to ensure we weren't missing anything important. Constant communication and flexibility was key for our success as we continually helped each other out on important things throughout the day. For me personally at the end of each day, I took a lot of satisfaction in knowing that I kept my head focused and did a great job."
"Over the past four years, my current department has cut staff by almost 50% while the overall amount of work has remained steady. This has led to my total duties doubling over the course of four years. While this has been very overwhelming for, and even detrimental to others that I work with, my ability to handle the stress has been very important. The best thing that I do is set time aside at the end of each day to recap what I've done and make a plan for what to handle the next day. Some of my colleagues can't believe that I set aside 30 minutes to plan, but I know that making a plan actually saves me considerable time in the long run and makes me more productive. As well, on days where I do feel very overwhelmed, it is important to take some personal time during a break to step away and get some fresh air. A quick 10 minute walk outside really helps refresh me for another half day of work."
How do you build rapport with those that you work closely with?
The banking industry relies on the relationships built between the institution and its customers and your role as a Teller with CIT Group will find you face to face with many customers. Your interviewer is looking to learn how you go about building rapport with both customers and your colleagues in this question. As you answer, be sure to talk both about why you feel that building rapport is important and the ways that you go about building rapport to those that you work with. If possible, make sure to highlight why building strong relationships is important in the banking industry to really sell your interviewer that you have what it takes to be a part of the success at CIT Group.
"In an industry like yours here at CIT Group, one bit of mistrust between your institution and a customer can spell disaster as they withdraw funds and move them somewhere else. I pride myself on ability to build trust and rapport with those that I work with and I do this by being very genuine in all of my interactions and finding time to connect personally with all that I work with. I always remain respectful to the needs of others and do my best to keep a smile on my face and stay positive at all times."
"In my mind, building rapport with my colleagues and customers comes down to the basic principle of trust. I build trust with people by doing what I say I'm going to do and delivering results on time. I'm also always considerate to the thoughts of others and work my timeframes around the needs of others, especially when it comes to the customers that I work with. I am confident that my ability to connect with customers in a trusting way will greatly benefit the business here at CIT Group because customers want a friendly and trusting face handling their personal finances."
Tell us how you keep your knowledge current with ongoing changes in the banking industry.
Due to the competition within the banking industry, CIT Group strives to stay relevant by adapting their products and services to meet customer needs. Consider reading some news articles, press releases, or blogs, to learn more about the industry.
"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 CIT Group on Twitter and keep abreast of relative headlines."
"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."
If you were on the job here at CIT Group and a customer came to you with a very odd request that you did not know the answer to or how to solve, how would you handle that situation?
If a customer at CIT Group had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?
Have you ever operated a currency counting machine or a coin counter?
How would you deal with an irate customer?
What ideas could you bring to CIT Group to help grow revenue in this branch?
How would you rate your comfort level receiving money and counting back many to our customers here at CIT Group?
What experience do you have working on an advanced phone system and what skills do you have that you feel would be essential to work with our clients over the phone?
What are your top three strengths? How will you use them to make an impact at CIT Group?
As a Personal Banker at CIT Group, how would you select products to suggest to our customers?
Walk me through your thought process when delegating responsibilities to others that you are responsible for. What are the important factors that influence your decisions?
Talk about a time you had to handle failure at any point in your career. How did you handle that situation and move forward with confidence?
In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service.