27 Cathay Bank Interview Questions & Answers
1. At Cathay Bank, 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 Cathay Bank, 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.
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."
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 Cathay Bank, this ability would greatly help your customers that are in need of personal banking advising."
2. What customer service experience do you have that would greatly benefit the customers at Cathay Bank?
How to Answer
As the face of the organization for a lot of customers that will come through the lobby and drive-through of Cathay Bank, your interviewer expects that you'll be able to bring your A game to the job every day when it comes to customer service. To get an idea of your customer service experience, your interviewer is asking this question. As you prepare for your interviewer, try to think of customer service experience you have that would most apply to being a successful Teller. Talk about your duties when it came to serving customers and putting a smile on their face with each interaction that you had. Don't hesitate to use a real world example of a time you went the extra mile to provide the best service possible.
1st Answer Example
"Being a people person by nature, I've always thrived in roles that put me face to face with customers at any place of employment. During my high school years, I was a waitress at a local restaurant on the weekends. During these busy times, I quickly learned how the little things can go a long way with customers that I would see on a regular basis. Knowing their usual drink orders and little things about them helped spark great conversations with them and, ultimately, their overall satisfaction with their dining experience. If hired here with Cathay Bank, I'd look to bring that same customer service attitude to your team."
2nd Answer Example
"My current role in a large call center places me on the phone with consumers that are usually having either technical issues with our products or just overall unsatisfied with our products. Over the past two years in this role, I've learned how reflectively listen to customers that had a negative experience and how to quickly troubleshoot their problems with ease. As well, I've grown a very thick skin to not take things personally when consumers are downright mean about their products. I can imagine that in a bank setting, upset customers can be at their worst because finances are one of the most stressful things for people and I would be very confident in my ability to work with those customers."
3. In your opinion, what are the benefits of banking with Cathay Bank?
How to Answer
The interviewer wants to be assured that you have done your research on Cathay Bank. 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 Cathay Bank 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 Cathay Bank values is evident."
2nd Answer Example
"After researching Cathay Bank products, and what your customers are saying, I believe that the benefits of banking with Cathay Bank include low fees, no fuss banking, and no sales pitches. Your organization is genuine and has an interest far beyond the bottom line."
4. 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. Cathay Bank 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."
5. Tell me about your education. How has it prepared you for this opportunity with Cathay Bank?
How to Answer
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.
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 Cathay Bank and advise clients on important financial decisions."
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 Cathay Bank because you are customer service focused while also needing employees who understand banking related concepts and calculations."
6. Due to the continued explosion of the digital world, Cathay Bank is becoming more virtual on a day to day basis. What job duties would you see as being fluent in this role as a Teller with us?
How to Answer
As banks have adjusted the way they do business over time to suit the needs of customers that are becoming more automated and mobile, the traditional Teller job description has certainly changed with the advancements in technology. With this question, your interview is simply looking to gauge how flexible you would be if hired for this role because Cathay Bank will be relying on the person hired this role to be highly adaptable in a changing work environment. As you answer, let your interviewer know that you are aware of how rapidly the banking industry is changing and give examples of a time or two you had to be flexible in your own job duties. Then, really put thought into what you feel are ways that the traditional Teller job role has changed and will continue to change over time.
1st Answer Example
"As my own personal banking has certainly changed to the point where I hardly visit a bank lobby any more and take care of more things online, I would venture to guess that a Teller is face to face a lot less with customers than they used to be and handling more job duties over the phone and online with customers. I would envision that on top of traditional withdrawals and deposits, Tellers at Cathay Bank are also seen as advisors to customers when it comes to different products within the bank. If hired for this role, I would be excited to be flexible and learn new duties to become a more complete member of the team here at Cathay Bank. In my current role as a Customer Service Rep, I've had to be very fluid in my job duties."
2nd Answer Example
"In my current role as a Teller, I've been very adaptable over the last couple of years as my current institution moved a lot of services to a virtual format. I've received extensive training on ATM troubleshooting for customers using the ATM in our parking lot. I've also been trained on our branch kiosks and tablets that customers use for loan applications and other transactions. But because many of our elderly customers still prefer traditional in-person transactions, I've never lost my touch as a traditional Teller. If hired here at Cathay Bank, I'd look forward to being a flexible Teller that is willing to adapt with changes moving forward."
7. If hired for this role here at Cathay Bank, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?
How to Answer
Your interviewer is posing this question to gain insight into how you use resources and technologies to keep you on track in your work and to also get a sense for how you prioritize the small details in the work that you do. As you answer the question, be very specific as you describe your ability to multitask many duties throughout a given work day and talk about the tools that you use to keep yourself on track in your work. As you talk about this process for yourself, don't lose sight of your focus on the small details in your work and discuss why doing things in detail is important in the work that you do. Make sure to talk about real world examples that you've used in the past that you feel would be helpful in this role as a Teller with Cathay Bank.
1st Answer Example
"I consider myself to be highly organized in my work and I do this by using my calendar
and task functions within Microsoft Outlook. I schedule time each day for my daily tasks and it doesn't take me very long to have a quick understanding for how much time is needed to complete the routine tasks on a daily basis. I always make sure to allow for enough time for each task to be done as thoroughly as possible. Then, for the tasks that pop up from time to time, I always make sure that I add those to my to do list quickly."
2nd Answer Example
"In my current role, I print a daily checklist of my duties and begin working on that list as soon as my day starts. Some of the tasks have a prerequisite task that day, so I have my checklist prioritized by needs from the top. I have found this method to be extremely useful in helping me make sure that my duties are handled each and every day and I wouldn't hesitate to utilize something similar if hired for this role with Cathay Bank"
8. To get to know what type of leader we'd be hiring at this branch of Cathay Bank, how would you describe your management style?
How to Answer
With your interviewer looking to hear your thoughts on what type of leader you will be, make sure not to use generic labels of different leadership styles. Rather, try and remain focused on your ability to build and maintain an effective team based atmosphere as the success of any branch at Cathay Bank will rely on the Branch Manager's ability to do so. From there, talk about your specific skills and abilities that will really be able to foster that team atmosphere to promote branch growth and employee satisfaction moving into the future.
1st Answer Example
"I take a very well rounded approach with my team that is both personable and professional and I've honed this approach through my time and experience as a senior leader. I take the time to get to know my staff and their work preferences so I can effectively delegate work as needed. I know that I am the authority for my team and I always keep an open door policy for them to approach me when needed."
2nd Answer Example
"I consider my management style to be a very adaptive one and I say adaptable in that I am able to cater my approach to each unique team member and each unique situation. I pride myself on promoting a fully functional team environment and I like to allow others to be part of the decision making processes. But when necessary, I can make crucial decisions and communicate those decisions with my team in an educational and firm manner."
9. How would you handle communication with a customer that was visibly upset?
How to Answer
In this position with Cathay Bank, you may be faced with a customer that is upset and/or mad at the situation they are in. Because of the shoes you will be filling as a Teller, you will be expected to help deescalate the situation through solid and effective verbal communication with the customer. As you answer this question, talk about your ability to remain calm, cool and collected in any situation and explain how you take an empathetic approach with any person that you will work with in this role. If you have an example of a time that you were faced with this situation, don't hesitate to walk your interviewer through that situation and how you handled it.
1st Answer Example
"Having worked in customer facing roles for my entire career, I have handled many angry customers and feel I have a great method in the way that I communicate with them. First, I start by hearing them out and letting them vent in any means that they want. From there, I calmly repeat back the key points and then begin brainstorming solutions for them. By maintaining a calm demeanor during these situations, angry customers are often able to calm down rather quickly. After I understand the customer's needs, I take all steps necessary to help solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team based approach."
2nd Answer Example
"When this happens in my current role, I make sure that any other duties I am currently working on are put on hold so I can give full attention to that customer. Last week, I was the only person on staff handling a busy lobby when a customer came in very upset with a vehicle that they had just purchased. I immediately put the phones on hold to take the time to listen to their concerns. After hearing the causes of their frustration, I had them wait in our lobby and I went and talked to our Sales Manager. He made time for the customer immediately. In these instances, providing swift action to help alleviate any further issues is the most important thing that can be done."
10. Tell me about your cash handling experience.
How to Answer
Share some of the details of your experience in cash handling, which are relevant to the position.
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 Cathay Bank cash handling procedures."
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."
11. 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. Cathay Bank 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.
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 Cathay Bank and am excited for the opportunity to do so."
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."
12. What has been the most stressful situation that you faced in the workplace and what did you do to ensure that you navigated that situation successfully?
How to Answer
At times, the work at Cathay Bank can get stressful in a customer facing role and this question is giving your interviewer insight to how you will be able to handle the stress that will potentially come in this role if you are hired. In your answer, speak openly and honestly to your interviewer by explaining the situation that you were in and why it was stressful to you. Then, talk in detail about the things that you did to work through the situation to make sure that there was a positive outcome. While answering, try to give your interviewer the sense that you are not easily stressed out on the job and are able to work through high pressure situations with ease.
1st Answer Example
"Last year, my staff of nine people was brought down to five people with one termination and three other resignations in a short period of time. Given that recruiting new staff in my current field can be difficult, we worked at almost 50% staffing for two months. To avoid burnout, our manager decided the best route was to only have two of our staff on shift at a time when we would normally have three to four on at a time. This is where work became the most stressful. For me, keeping upbeat, positive and focused on all of my duties was what helped me through each work day. I really appreciated the fact that we didn't need to double our work hours during this time and my remaining team members ended up navigating this period with great success."
2nd Answer Example
"A couple of years ago, my current company purchased my previous employer and there were many unknowns surrounding my job and my job duties moving forward when it was announced that the company was being sold. When I saw a lot of my coworkers in distress, I took the direction of trying to lead by example with a positive attitude. From the start, I began asking a lot of questions to our managers to try and become as educated as possible on the changes that were coming. I also tried to hear the concerns of my colleagues as well and tried to a be a reassuring person for them. In the end, the transition was great for me and I have my positive and inquisitive attitude to thank for that. During the process, one close colleague did leave the company in fear of what would happen and they still regret that decision to this day."
13. What is the highest level of mathematics that you completed during any of your schooling?
How to Answer
Working as a Teller for Cathay Bank will require you to have pretty basic math skills and the ability to count cash in an accurate and efficient manner. For this question, your interview will be looking to hear that you have completed at least some levels of high school math and did so with ease. In your answer, while you discuss what levels of math that you have completed during your education, be sure to explain how your mathematical skills will be able to apply to the job that you are interviewing for. Make sure that your interviewer walks away from your conversation confident in your abilities.
1st Answer Example
"As you can see from my resume, I have an Associate's Degree in Marketing and during my coursework at XYZ Technical College, I took both college level statistics and financial accounting courses. With both of these classes, I am confident in my ability to handle and count large sums of cash and also operate account software if required for the job here at Cathay Bank."
2nd Answer Example
"During my final year of high school a few years ago, I completed my final semester of Algebra II with an A- grade. Through my years of Algebra I and Algebra II during high school and with my retail experience prior to this interview, I feel comfortable with all of the accounting related duties that I would handle in this role with Cathay Bank."
14. In this finance role with Cathay Bank, what do you feel would make for an ideal customer experience?
How to Answer
In a role as a Loan Processor or Loan Officer, simply following company guidelines and answering questions from customers can be done by a robot. Cathay Bank will be looking for you to help provide the best overall customer experience possible. For this question, they'll be looking to hear what great customer service on the lending side of the business means to you. No matter how you answer this question, be sure you explain the importance of making the customer feel valued in your approach with them.
1st Answer Example
"In this role with Cathay Bank, I will be dealing with the financial impact on customers of a really large purchase and this type of purchase often causes stress and tension for them. To provide the best overall experience, I will always be very thorough and educational in my approach to make sure that every question that the customer has is fully answered. The worst thing that can ever happen is for a customer to bite off more than they can chew when it comes to a new loan."
2nd Answer Example
"My approach to providing the greatest overall experience to my clients has always been solid listening and communication skills with them. I take the time to get to know my clients and what makes them tick. This approach gives me great insight in how I can best match them with the right loan moving forward. As you'll see when you contact my references, I have a very high overall customer rating in my current role based on customer surveys we have done over the past five years."
15. Out of all of our products at Cathay Bank, which one would you be most likely to use? Why?
How to Answer
Learn as much as you can about what makes Cathay Bank 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 Cathay Bank. 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 Cathay Bank because your rates are incredible and you make the rules surrounding lending easy to understand."
16. As a Personal Banker at Cathay Bank, 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.
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."
2nd Answer Example
"If hired for this role at Cathay Bank, 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 Cathay Bank with each individual's needs because I've done this in both the automotive sales industry and the food industry."
17. 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! Cathay Bank 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 Cathay Bank."
18. What experience do you have in multitasking different duties in any of your prior work experiences?
How to Answer
As a Teller with Cathay Bank, you will be relied upon to have excellent organizational skills when handling multiple tasks throughout each workday. Oftentimes, customers can have multiple transactions that must be process and your job will be to ensure that the needs of the customer are handled accurately and efficiently. To gauge your ability to handle this, your interviewer is looking for you to describe a time that you had to be a great multitasker on the job. As you answer this question, be sure to point out the organizational skills that you used to ensure that all of your duties were handled with ease. If you are a new graduate, it is okay to talk about multitasking in your school or personal life as long as you see it is relevant to proving how you can utilize those same skills in this role.
1st Answer Example
"In my current role as an Administrative Assistant, I often am juggling multiple tasks at one time. While handling schedule coordination for five different managers at my company, I'm also working on setting up many different organization wide meetings where I'm required to send multiple communications out at the same time. To keep myself organized when handling many things at once, I utilize both my Outlook calendar and a written checklist to ensure that all tasks are getting done in a timely manner."
2nd Answer Example
"During my years working in the restaurant industry, I became an expert on handling many tables of customers at once. While juggling the order of all of these customers, I also had the responsibilities of manning the cash register at times. This experience really helped me with accurately recording customer orders on my order pad. I also developed what I would call a multitasking mind by training my brain to keep all of my customers orders at the top of my mind. I think my years in that industry will translate well to the Teller role here at Cathay Bank"
19. The banking industry is built on trust and this is no different at Cathay Bank. Do other people you have worked closely with consider you to be trustworthy?
How to Answer
While the easy route for this question would be to simply answer yes and move on, your interviewer will be looking for you to talk about a specific situation or two where you proved your ability to be trusted in the workplace. Take the time to think about a time where trust was instilled in your beyond your normal job duties and explain the situation to your interviewer. Be sure to explain why the situation was important, what you learned from it and how it helps you be seen as a more trustworthy candidate for this role at Cathay Bank. In the end, remember that the ability to be trusted as a Teller with Cathay Bank is one of the premier qualities that your interviewer will be looking for in an ideal candidate for the role.
1st Answer Example
"If you were to ask any former colleague or manager that I have worked with, they would all say that I am worthy of any trust you would instill in me. In my current role, my manager has given me the duty of physically transporting our daily bank deposits and has given me a set of office keys and the code to the security system as a backup to our management staff. In my five years with the organization, I have proved myself to be trusted with these duties through my error free work, great attendance record and honesty."
2nd Answer Example
"I have always put it on myself to try and cross-train and learn as many roles with companies that I have worked with in the past. As well, I've always strived to become an expert on all total process at any given job. Because of this extra effort, my current manager has asked me to be a department representative on a few different committees in my current organization. As well, I've also been asked to lead a few process improvement projects within our department. My manager has directly told me that I was asked to take on these extra responsibilities because of the trust that he has in my work ethic and my overall knowledge of our organization. If lucky enough to come work for Cathay Bank, I would bring this same attitude to the team here."
20. 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, Cathay Bank 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.
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 Cathay Bank on Twitter and keep abreast of relative headlines."
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."
21. The next Branch Manager that we hire here at Cathay Bank needs to be adaptable and flexible as our market demands change over time. What have you done in recent years to promote your own personal and professional development to promote adaptability?
How to Answer
To remain successful in a continually changing environment, Cathay Bank will expect you to be a flexible and adaptable leader in this role to help ensure the success of the branch into the future. To help drill down to your ability to do this, your interviewer is looking to get insight on how you have handled your own professional development to remain adaptable to your job. Prior to your interview, be sure to consider all of the training and development that you've done over time and talk about a thing or two that really exemplifies your will and desire to get better at your work and, in turn, the success of your organization.
1st Answer Example
"Last year, I participated in a training seminar in my current industry that focused on providing excellent customer service in the digital age and the training really helped focus my mindset moving forward as a manager. I pulled several great marketing and customer service tactics that would be great in many industries, but I also feel that they'd be excellent in the banking industry."
2nd Answer Example
"Over the past five years, I've had some great training on employment law, ethics and presentation skills that will all be relevant to this role. But for me personally, the greatest thing that I've done with my family is volunteering at the local food pantry. While it has taught my children many valuable lessons, I have taken a great sense of humility from this time into my work life."
22. What are your top three strengths? How will you use them to make an impact at Cathay Bank?
How to Answer
Reviewing the job description and the company website will give you some direction on which qualities Cathay Bank 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 Cathay Bank through my strong customer service skills, my excellent negotiation skills, and my ability to call on referrals for new business."
23. Have you ever had to work with a difficult colleague? How did you handle that situation?
How to Answer
A potential job with Cathay Bank will put you in a branch office that has many different people, with many different personalities, working in one place at one time. It is simple human nature for their to be conflict within a workplace like this and your interviewer is looking to hear how you personally manage interpersonal conflicts with your coworkers by asking this question. As you answer, be sure to use a real life situation and talk open and honestly about how you handled the situation. Try to focus on the positive things you did to make things work out and make sure that the situation you describe ends with a positive results. In the end, your interviewer is looking to hear that you can be a true team player no matter who you work with.
1st Answer Example
"In my current job, I am paired in a small office with a colleague that can be rather difficult at times. We handle a lot of work over the phone and he can be very loud and boisterous at times. On top of that, he can tend to get very upset following certain phone calls with clients. When first hired and paired in an office with him, I was taken aback by his behavior and remained quiet. One day, at the advice of our manager, I simply talked to my colleague and told him that I would be very thankful if he could tone his voice down in our office and to try and use more healthy ways of handling anger on the job. In the end, this was an approach I should've used right away as he thanked me for the feedback and told me that his old officemate was the same as him regarding how they handled frustration. With him knowing that I didn't care for that approach, he vowed to be better moving forward and things are great to this day."
2nd Answer Example
"First and foremost, I consider myself a great team player and any of my current or past coworkers would echo that same thought. While I do work great in teams, conflict among people is always inevitable and I feel that I excel in working with difficult teammates. A couple of years ago, I was on a project team with a person that tried to take over meetings with their own thoughts on processes moving forward and wouldn't budge for other people's ideas. After seeing a few of our team members become visibly frustrated during our first gather, I took it upon myself to talk with this person face to face. The person became very confrontational with me and ended up berating the overall knowledge of the members of the team. I decided that I would let that conversation sink in with the individual and see how the next meeting the following week went. When the belittling and combative behavior continued, I approached the project lead the next day to see what could be done. While the difficult decision was made to remove that person from our project team, I have no regrets in the approach I took because it was good for the overall health of the team."
24. If a customer at Cathay Bank had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?
How to Answer
As you look to interview for a Personal Banker position with Cathay Bank, be sure to expect a question or two that really digs into the technical abilities that you would bring to the position in the form of a hypothetical situation that you will likely face in this role. This question is allowing your interviewer to gain insight into your knowledge of sound financial savings philosophies so be sure to talk about important aspects of a customer's finances that can impact their ability to save. As you answer, express that you would use a logical, yet tailored, approach with each customer in this situation.
1st Answer Example
"After I had done my due diligence in getting to know the need's of the customer, my first step would be educating them on setting a personal budget that allows for savings. I would take a keen look at their monthly income versus their monthly expenses while also taking into account their variable spending on a monthly basis. Often, by simply doing this, customers are dumbfounded by how much wasteful spending they have going on in their lives. While the customer makes the final decisions on how to best handle, I can use my expertise to help guide them on their savings journey."
2nd Answer Example
"The first and most important step to this process is helping the customer truly see their financial situation by delving into their income and expenses. Based on that analysis, the customer then decides which of the factors of income and expenses can be altered to help increase their savings. From there, I would work with them on the best methods for saving and would take a personalized approach to recommending savings accounts or money market accounts with Cathay Bank."
25. How would you rate your ability to learn new software programs on a scale of 1 to 10?
How to Answer
In today's digital age, a majority of bank transactions are handled through digital software and for you to be successful in this role, your interviewer will expect you to be a very fast learner of any new programs that you would be required to work with at Cathay Bank. To give your interviewer a sense of how well you would be able to do this, talk about times where you've had to learn new software programs on the job in the past and talk about your best methods for learning on the job. As well, you can openly talk about the programs that you currently feel that you are proficient at as well to give them an idea of what type of training you would need if hired.
1st Answer Example
"I would say that my ability to learn new software programs is easily ranked as an 8. I am very proficient at word processing programs and the entire Microsoft Suite of products. I'm also very proficient at the cloud based point of sale program that I use in my current role. When hired at my current job, I need about a day of side by side training with my mentor and I was up and running with no problems. I rated myself an 8 simply because I have room to grow in learning software in the banking industry but feel very comfortable in my ability to learn quickly if hired at Cathay Bank."
2nd Answer Example
"I would honestly rate myself a 9 for this question solely based on my prior history of mastering programs with my current banking institution. During my five years in my current role, I began by training on SAP programs and was able to pick up and run in my role as a Teller very quickly. Recently, we made an institution wide switch to the Oracle suite and my transition there was very smooth!"
26. What is one unique skill that you will bring to our loan processing team here at Cathay Bank?
How to Answer
Throughout your application process and candidate vetting process, you were brought into interview because your interview was confident that you had the basic skills and knowledge required to handle this job. Now, your interviewer is giving you the opportunity to set yourself apart from your competition with this question. As you prepare for this type of question, try to think of a unique skill that you have that can prove to be a big asset if Cathay Bank offers you the job. In your answer, be sure to explain why this skill applies to this role.
1st Answer Example
"I think the one skill that I have that sets me ahead of the rest running for this position is my experience and success in the world of sales. As you can see from my resume, my career out of college started in auto sales. In my five years of sales, I worked my up from Associate Sales to a Sales Team Lead at my dealership. Getting to know and master the sales side of the business has really helped me on the finance side with overall knowledge of the business and developing the skills needed to upsell customers on their loans."
2nd Answer Example
"As you can see from my experience, I have extensive leadership experience in leading teams of up to 12 employees and I also have remote working experience. Both of these duties have really given me confidence in my decision making abilities. If hired for this position, I would be able to hit the ground running on day one and be trusted with critical decisions where you might not have that ability with other candidates that don't have leadership experience."
27. On the finance side of Cathay Bank, we expect our representatives to be ingrained in our sales focused culture. If hired for this role, how would you learn and embrace our sales process?
How to Answer
As an experienced loan or finance professional, your interviewer is likely very confident in the skills that you would bring to the team. This question gives them the opportunity to how you will fit into the unique culture with the team at Cathay Bank. Because they are a sales focused organization, your interviewer will expect anyone in this role to embrace that culture. In your answer, talk about your ability to partner with sales staff by using your strong people skills. As well, give your interviewer a sense of how you go about learning new processes if hired for this position and don't hesitate to give an example from your past on how you've done this.
1st Answer Example
"Knowing that the main goal of Cathay Bank is to sell more products, I understand my role on the finance side is to provide customers with the best options for them to walk out the door as a lifelong customer. If hired for this role, I will take the time over the first weeks on the job to fully understand your product line, costs and typical financing procedures so I can hit the ground running in no time. In my current role, I communicate very regularly with our sales staff on each customer that we work mutually together with. It really helps provide the best customer experience possible and absolutely helps boost sales."
2nd Answer Example
"I would fully expect that a good part of my orientation process into this role at Cathay Bank would entail a full education on the sales part of the business. I would look forward to working closely with and learning from the boots on the ground sales staff as that would give me great insight into the customers that I would be working with. From there, I would be able to build relationships with the sales staff and build a bond moving forward."