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EECU Interview
Questions

30 Questions and Answers by
Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.

Question 1 of 30

Customers can become upset with EECU policy at times. How would you handle a customer who is angry because they do not agree with a policy?

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EECU Interview Questions

  1. 1.

    Customers can become upset with EECU policy at times. How would you handle a customer who is angry because they do not agree with a policy?

      Part of working in a highly customer-service driven environment is also serving members when they are not happy. The most common complaints in the banking industry surround speed, policy, or unwanted fees. Talk to the interviewer about your approach when it comes to an unhappy customer.

      Some critical steps to customer dispute resolution include:

      - Remaining kind, polite, and pleasant
      - Actively listen to their grievances
      - Apologizing for the situation
      - Maintaining a neutral tone of voice
      - Not taking anything they say, personally

      Rachelle's Answer #1

      "I have a lot of customer dispute training which has given me some thick skin when it comes to challenging situations. I know that bank policy can seem convoluted at times, difficult to understand, or even frustrating, so I do have empathy for customers who are upset over policy. I take the time to review policy in easy-to-understand language. It's also important that I unpack what their needs are and what is truly concerning the customer. Usually, I can find a solution or at least a work-around that satisfies the customer."

      Rachelle's Answer #2

      "If I cannot seem to calm a customer down, due to a policy, I will straight out ask them what I can do, aside from change policy, to make them happy. Often it isn't the policy itself but that the customer feels stuck in some way. When the customer is aware that I am willing to rectify the situation, they are much more likely to level with me."

  2. 2.

    Do you have any sales experience? Would you be comfortable upselling a EECU banking product?

      In the banking industry, customer service can also mean cross-selling or upselling services that you know will benefit the EECU member based on their banking habits.

      Show the hiring authority that you would be comfortable turning an everyday bank visit into a sales opportunity. If you have a specific example of a time when you made this happen, be sure to share your story. You can also talk about any sales training you have received.

      Rachelle's Answer #1

      "Every customer service interaction should be considered an opportunity to upsell when the product or service will be of value to the customer. When I believe in the product or service, and it's going to benefit the customer, I am happy to upsell. I currently do so in my job, and consistently surpass the upselling, and cross-selling targets given to me."

      Rachelle's Answer #2

      "I have not received any formal sales training, but with a little bit of help, I believe that I would enjoy a sales component to my job. I am great at building customer relationships, and seeing a customers' need is part of delivering great service."

  3. 3.

    EECU puts our members first. How will you always put our members' needs first?

      Credit union and banking environments are competitive, and one of the factors they compete over is who offers the best customer service! People want to bank where they feel comfortable and welcome. Discuss with the interviewer how you ensure that their members will receive the best service from you, should you be the successful candidate.

      Rachelle's Answer #1

      "My professional approach is always to treat the members of EECU how I expect to be treated when I go to my bank. Sometimes, I go to my bank to make a quick deposit and other times; it's to apply for a loan or ask for financial advice. Those visits can feel vulnerable, so it's important that a member feels welcome and comfortable no matter the nature of their visit. I will put your members' needs first by always smiling, being willing to help, and maintaining my knowledge on EECU products."

      Rachelle's Answer #2

      "I appreciate everything that EECU does to put members first. I will put EECU members first by maintaining knowledge of your products and services. I will actively listen to each member I serve, and ask them discovery questions, to help me best uncover their needs."

  4. 4.

    Are you a EECU member?

      The answer to this question will be straightforward; yes, or no. Depending on your status, you may not be eligible for member approval at EECU. If you are not a member, or not eligible to be a member, talk about the fact that you would be a member if possible. If you are a member, be ready to talk about what you enjoy most about banking with EECU.

      Rachelle's Answer #1

      "I have been a member at EECU since moving to this town in 2011. I have been thrilled with the personalized customer service, your competitive fees, and reasonable interest rates on unsecured loans. Just last year, I received my first mortgage through EECU and was so happy with how smooth the entire process was."

      Rachelle's Answer #2

      "At this point, I do not meet the requirements to become a member at EECU. I would love to be a member one day when I am eligible. I hear many excellent factors associated with membership at your credit union. The online reviews are excellent, and I look forward to further serving your hard-working, well-deserving members."

  5. 5.

    Are you okay with routine work, or do you prefer a mix of responsibilities?

      Much of a banking environment will be routine; however, the customers you interact with will change daily. So, although banking may offer routine, there is still variety in your day. Show the interviewer that you can handle the balance.

      Let the interviewer know that you understand you will have the same goals and processes each day. At the same time, show that you can manage the challenge that comes with customer interaction and other factors that deliver unpredictability in the workplace.

      Rachelle's Answer #1

      "I enjoy both working in a routine but also having a mix of responsibilities. In my current position, my schedule and goals are the same every day. What changes daily are my clients and their needs. These needs are where my day can become unpredictable. I enjoy that variety because it keeps me on my toes, engaged, and excited to come to work every day."

      Rachelle's Answer #2

      "Although it may seem routine, no day is the same for me in the banking industry. Generally speaking, my job function remains the same every day, but my customers offer me variety in my day. I am pleased with the pace that this role offers."

  6. 6.

    One small error can throw off our entire balance. How do you react when you do something wrong at work?

      In the banking industry, even a small mistake can make a massive impact on business operations. How you react to an error made will tell the interviewer a great deal about you and your honesty level.

      Perhaps the mistake is one that could land you in a lot of trouble. The hiring authority at EECU wants to know if you would try to hide the incident, or if you would tell your manager before the situation went beyond repair. Of course, the best way to answer this question is to show accountability.

      Rachelle's Answer #1

      "I can be my toughest critic when it comes to making mistakes. If I made an error, I would tell my manager right away. If a manager were not available, I would bring the situation to the attention of a co-worker capable of helping me fix the issue. Even being pennies off in a day can make a big impact so you can rest assured that I will deliver perfection."

      Rachelle's Answer #2

      "I am an honest person who is accountable and eager to learn. These traits ensure that I ill take every action necessary to do my job perfectly. If I make a mistake, I want to learn from that error so I would most certainly bring the error to the attention of my manager. The sooner, the better, so that there are as few consequences as possible."

  7. 7.

    If hired, how will you begin to build trusting relationships with our clients and your co-workers?

      Credit Unions often boast a tighter-knit customer base than traditional banks. Members of EECU may have higher expectations when it comes to the level of service they receive from you, and it all begins with connection. With a wide range of backgrounds, and personalities; client and coworker connections can take time to form. Discuss how you ensure an active line of communication right from the start.

      Rachelle's Answer #1

      "First impressions can mean everything, so I will make a strong attempt to build a genuine connection with EECU clients and team members. With your members, I can ask lighthearted discovery questions such as where they work, or if they have any fun vacations coming up. I will also be open to feedback on how I can best support them and their banking needs. With my co-workers, I will be there to listen, observe, learn, and support."

      Rachelle's Answer #2

      "To build a trusting relationship with my co-workers, I will show up to work on time and dressed appropriately. I will listen to their coaching and ask for feedback. When it comes to the members of EECU I will add value to every interaction and get to know them on a level that is personal yet still professional."

  8. 8.

    What would you do if you caught a co-worker stealing money from EECU?

      Since you will handle thousands upon thousands of dollars in cash every day, the interviewer wants assurance that you are responsible, keen, and honest. A part of honesty is also holding your co-workers accountable for their actions, and following EECU policy. Discuss the steps you would take if you caught a co-worker stealing.

      Rachelle's Answer #1

      "I show pride in my work, and always take concern for the good of the company. I would feel obligated to report a co-worker stealing from the company, whether it was $10 or $10,000. If I were to witness a co-worker stealing, I would report the incident immediately."

      Rachelle's Answer #2

      "Theft is never acceptable, no matter the amount of intention. If I witnessed a co-worker stealing money from EECU, I would report the incident to my nearest supervisor. Of course, if you have a more formal process for reporting incidents of theft, I would refer to those guidelines."

  9. 9.

    What do you believe we can improve on, at EECU?

      The interviewer is not asking for you to give a whole list of what you think they do poorly. This question offers an opportunity for you to point out a single aspect that you could improve on, should you be hired. The point is to show the interviewer that there may be a gap in their offering that you can help fill. Remain positive and upbeat when you give your answer.

      Rachelle's Answer #1

      "I believe that EECU could serve its customers even better by having a stronger online and social media presence for each community that you serve. I happen to be very passionate about marketing, and quite knowledgable so I am happy to help!"

      Rachelle's Answer #2

      "Although your community involvement is strong, there are opportunities for involvement that would branch out past seasonal volunteer work. I would love to see EECU host more community efforts rather than primarily sponsoring the efforts of others. I have an extensive background in volunteering as a volunteer coordinator and could help EECU craft a great strategy for this particular community."

  10. 10.

    Credit Unions rank higher in customer service than traditional banks. Why do you think this is?

      Your opinion matters! When you are working for a credit union vs. a traditional bank, it's essential that you can wholly appreciate the difference between the two offerings.

      Discuss why you believe credit unions rank higher in customer service over traditional banks. Be sure to compliment EECU if you have had an excellent customer service experience with them.

      Rachelle's Answer #1

      "Large banks are for-profit, making them more sales driven. This approach can often mean a lower focus on customer service and impersonal service. When it comes to credit unions, we often have higher community involvement, which translates to better customer service at the same time. Credit unions often have better employee training, which also can mean more personalized service for members."

      Rachelle's Answer #2

      "Credit unions are non-profits, and member-owned, which means they will almost always be more customer-centric. Credit unions are often involved in community groups and take more care than large, and traditional banks can. Also, if we consider geographical location; most credit unions are in smaller, rural communities where service and connection is everything."

  11. 11.

    In your opinion, what is the best service or product offered at EECU?

      The interviewer wants to see that you have put time into researching and getting to know the offering at EECU. As a well-established credit union, EECU offers an excellent range of banking products for their loyal members. Choose which service or product you think stands out from the rest, and why.

      Rachelle's Answer #1

      "I appreciate the terms surrounding your Traditional Individual Retirement Arrangement (IRA). When used properly, this tax-deferred retirement plan can significantly benefit your members. Could you share with me what percentage of your members take advantage of this offering?"

      Rachelle's Answer #2

      "The home equity loans offered by EECU sound wonderful! Your fixed-rate equity loan offers stability for the members who take advantage. This product is a great option for your members who need money for a one-time or unexpected expense. Set monthly payments mean there are no surprises for your members."

  12. 12.

    You will handle member transactions in this role. Talk to me about your mathematical skills.

      Expectations are that you handle every member transaction with the utmost care and attention. In addition to this keen sense of detail; strong math skills are also a necessity when it comes to working in a banking environment. Discuss your math skills, showing confidence in your abilities related to cash-handling, counting, and making smooth member transactions.

      Rachelle's Answer #1

      "I did very well in any math-related courses while obtaining my business degree. My math skills are strong, and I very rarely have a discrepancy in the workplace. I will meet the expectations of accuracy for EECU and your members."

      Rachelle's Answer #2

      "Math has always been a strong suit for me. I did very well in high school math and was even a tutor for struggling students. I am comfortable with the math skills required when it comes to accepting cash, giving exact cash amounts, keying in transactions, balancing cash floats, and performing other banking-related tasks."

  13. 13.

    Walk me through your customer service training.

      A significant part of success in the banking industry comes down to exceptional customer service delivery. This statement is especially true with credit unions who are primarily known for delivering personalized customer service.

      Walk the interviewer through any formal training you have received in the area of customer service. Your education could include on-the-job training, online courses, or even books that you have read in your spare time. Show the interviewer that you have an interest in bettering your customer service delivery. This question is a great time to ask the interviewer about their company-specific customer service training and manuals.

      Rachelle's Answer #1

      "I would love to know more about the customer service training that you offer here at EECU. I have a great instinct when it comes to delivering the needs of my customers. Being in the banking industry for the last five years, I have absorbed many materials related to customer service. My strengths are in building rapport with clients, remembering their names and interests, and making them feel welcome every time they visit."

      Rachelle's Answer #2

      "Being a recent graduate and new to my career, I cannot say that I have received any customer service-specific training. With that said, I believe my service instinct is strong, and I know what type of service I like to receive from my bank. I would be happy to take any training that you recommend and would love to hear more about your specific training program here at EECU."

  14. 14.

    How do you protect the privacy of every customer you assist?

      Credit Unions have many systems in place to protect the privacy of their members. These efforts include technology and monitoring techniques, privacy policies, and renowned training for employees. Discuss the ways you will ensure that you respect the steps EECU takes to protect their members.

      Rachelle's Answer #1

      "I protect the privacy of every customer I assist by speaking in a respectful volume, protecting passwords, and advising banking customers on how to keep their information safe. These safety efforts include banking in person, at ATM's, and during online banking. Education and knowledge are critical keys to protecting one's privacy."

      Rachelle's Answer #2

      "I will protect the privacy of every customer I assist by being aware of my surroundings, keeping a strong password and protecting it, and will never share confidential information. I understand that I will be privy to sensitive and confidential information while working at EECU and I'll do everything I can to ensure a members' information is never compromised."

  15. 15.

    Are you aware that this job has goals and targets? When have you worked in a similar environment?

      Depending on your role with EECU you may have business targets such as opening 25 new savings accounts every month or cross-selling a newly rolled out product.

      Employees of EECU must be willing to let customers know about the products available to them, including loans and special offers. Show your awareness of these requirements, and that you have performed tasks like this in the past.

      Rachelle's Answer #1

      "Meeting important targets and goals is a large part of my current role. If a customer is missing an important product such as checking, savings, or a credit account, I will let them know about the product and how it benefits their financial goals. I am more than comfortable performing job functions that include targets and goals."

      Rachelle's Answer #2

      "I am somewhat competitive, from my time spent in team sports, so the idea of having goals and targets to meet is very enticing to me. I know that the right banking product can make all the difference to a member, so I am happy to make recommendations based on my observations."

  16. 16.

    How do our fees at EECU stack up against traditional banks?

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  17. 17.

    In this role, you will handle thousands of dollars of cash, payments, deposits, and funds transfers. This responsibility requires you to be detail-oriented, accurate, and honest. Does this describe you?

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  18. 18.

    Do you have any formal education that will help you succeed in this role?

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  19. 19.

    Have you been trained in the proper techniques for detecting counterfeit cash and fraudulent checks?

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  20. 20.

    Tell me about one career achievement you have set for yourself this year.

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  21. 21.

    Do you consider yourself a logical person, able to make sound judgments under pressure?

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  22. 22.

    Have you ever been terminated? If so, what were the circumstances surrounding your termination?

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  23. 23.

    Your background is not in banking. Tell me what skills and characteristics qualify you for this position with EECU.

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  24. 24.

    Are you a patient person? How do you boost your patience level in challenging situations?

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  25. 25.

    How would you approach a task you were not trained to do?

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  26. 26.

    Do you have plans for continued education?

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  27. 27.

    What do you enjoy about your career in banking?

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  28. 28.

    Looking back to your most recent performance review; what was one area for improvement, and one positive?

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  29. 29.

    Do you have any questions about EECU or this job?

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  30. 30.

    How much do you earn in your current role?

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