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Equity Bank Limited Interview
Questions

27 Questions and Answers by
| Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.

Question 1 of 27

Do you have any experience in handling and working with large amounts of money?

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Equity Bank Limited Interview Questions

  1. 1.

    Do you have any experience in handling and working with large amounts of money?

      This role as a Teller with Equity Bank Limited will at times put you in charge of handling and accounting for large sums of money. While your interviewer can likely assume any experience you have based on your resume, they'll be looking to hear directly from you what experience you do have in doing this. While you talk openly and honestly about your experience, or even lack thereof, make sure to talk about the importance of accuracy and security surrounding the handling of large amounts of cash. Your interviewer will be looking to hear that you take both of these points very seriously if you are hired for this role.

      Ryan's Answer #1

      "As you can see from my resume, my retail experience heavily involved running a till in a very large department store for six to eight hour shifts. At the beginning of each shift, I was responsible to counting my starting till to verify the amount matched our standard for starting tills. Then, at the end of each shift, I had to tally all cash and checks in my drawer and balance against my receipt log for the shift. Especially around the holidays, I was often handling drawers with over $10,000 cash in them at the end of my shift. From the start of that job, I was trained on and have always prioritized being very safe with my cash register, never leaving it unlocked and unattended. As well, the skills that I learned in tallying my drawer quickly at the end of each shift would be very beneficial in this role for me."

      Ryan's Answer #2

      "In my current role with XYZ Bank, my workdays are spent at a very busy metro area branch where I am running on my feet all day long. I take a lot of large business deposits on a daily basis and follow all organizational policies on counting and depositing cash into accounts for business clients. Some days these deposits are very large. Over time, I've become very proficient at counting cash and using our Accubanker money counting machine. I follow very strict policies on the safe and secure handling of cash and while sometimes those policies can make processes take a bit longer, I fully understand and agree with their purpose."

  2. 2.

    How do you stay organized?

      Staying organized is essential to make sure that you are thorough and pay attention to details, to keep customers happy. It is also necessary for accomplishing your daily tasks behind the scenes. Share a few tools that have helped you stay on-task and on-time.

      Ryan's Answer #1

      "I prioritize my workload against deadlines to stay organized, always putting the needs of customers first."

      Ryan's Answer #2

      "I work closely with my peers to share responsibilities and ensure key tasks are delegated out, should there be an important deadline to consider."

  3. 3.

    Tell me about a written project you had to tackle during your career. What skills did you use to ensure that your writing was error free?

      Success as a Teller with Equity Bank Limited will often occur excellent written skills. While long-term writing projects won't necessarily be an occurrence, your interviewer is looking to hear in detail about a time you had to complete a written project to get a better understanding of how you will work during times that you will need to provide written correspondences in this role. As you reflect on your career, think of a time that you had to use research and teamwork to get a writing project completed and explain it in detail to your interviewer. As well, don't hesitate to talk about resources that you used to ensure that the document was as error proof as possible.

      Ryan's Answer #1

      "Every year, I am tasked with writing our fiscal year end sales report that reports back up to our suppliers. Since first taking this task on four years ago, I have prided myself on my ability to write in a clear, concise and interest inducing manner. I utilize our sales reports and organize the data within the report to show by supplier. I highlight great accomplishments within the report as well. When I'm through with my draft of the copy, I have several others look through the report for errors and take feedback from other graciously."

      Ryan's Answer #2

      "Just a few months ago, my manager asked me to write a letter to a client that outlined a mistake that had happened with her account over the course of a year. The end outcome was the clients account showing more money than actually existed. To write this letter, I had to work with a couple of other people to determine the facts of how the error occurred, what the impact was and how it would be fixed. Based on that information, I drafted the letter to read in a very apologetic and forthright manner. My manager was very impressed and sent it to the client following a personal phone call to her."

  4. 4.

    The clients of a financial firm like Equity Bank Limited 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.

      Ryan's Answer #1

      "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 Equity Bank Limited, these same skills would be vital for me to find solutions or the right person to talk to if needed."

      Ryan's Answer #2

      "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."

  5. 5.

    Talk about a time you had to work with a difficult team member. How did you handle that situation and what was the key for you to make things work with them?

      For this question, your interviewer will be looking to get some insight on your interpersonal skills by seeing how you handle the adverse situation of dealing with a difficult coworker. In your answer, make sure to paint a clear picture of the situation and what made the colleague difficult to work with. Then, really try to reflect on what you did that made it possible to make the best of the situation. Talk about your interpersonal skills that were vital to making this work to give your interviewer the sense that you will be a great team player if hired at Equity Bank Limited.

      Ryan's Answer #1

      "Early in my career in the banking industry, I worked with a colleague that was very distracting with her negative talk of other people on our team. It was very unfortunate at first that she was my mentor when I first started and from my very first day on the job, I realized what kind of person she truly was. Being new on the job, I didn't speak up or Rquestion her right away. Rather, I chose to get to know the remainder of my team to truly realize how toxic her talk was. A few months down the road over lunch, she continue with bad talk and negative rumor spreading about a colleague I had grown close to. ight away, I cut her off and told her that I didn't want to hear her talk bad about any of our coworkers. With my upfront approach with her, she definitely caught my drift and hasn't since tried it again."

      Ryan's Answer #2

      "Currently, I have a teammate that just doesn't like to carry his fair share of the load on the team. In my current environment, we all rely on each other to make the entire operation work. The hard part about this situation is that when he is motivated, he caebest workers on our team. Now, I've gotten to the point where I've gotten to get him well enough where I can see when he is having an off day. Through conversations, some things in his personal life impact his job can impact his job in a negative way. Any time that I notice his work slacking, an in-depth check in conversation with him often helps him get back on task and in a much happier mood on the job."

  6. 6.

    If a client here at Equity Bank Limited were to be denied the financing that they desire, how would you handle that situation?

      As a Loan Officer at Equity Bank Limited, you will have times where you will have to have the difficult conversation with prospective clients that are being denied financing. For this question, your interviewer will be looking to hear that you take a professional approach with the clients and that you have a firm understanding of the regulations surrounding loans in the industry. To seal the deal for this question, talk about your ability to educate the client to better the chances that they will come back to Equity Bank Limited for business in the future.

      Ryan's Answer #1

      "This is a very common occurrence in my current role in the mortgage industry. When a client is denied financing, I am very up front and honest with them in my approach. The most important thing that a customer wants to understand is why financing is denied and my experience in the finance industry lends well to me explaining the importance of credit scores and debt to equity ratios. I have found that customers that are denied financing really take well to my approach and I have had many customers come back after doing the personal work needed to improve and succeed in their application process."

      Ryan's Answer #2

      "Life as a successful Loan Officer is about being knowledgeable and professional and I pride myself on my ability to project both of those things. In the times I need to personally decline a potential customer, I am firm and fair with them. I don't beat around the bush in any way because this can leave a customer with a false sense of hope. Taking the time to explain the regulations for the loan in layman's terms often helps customers understand things better as well."

  7. 7.

    What do you know about Equity Bank Limited?

      Equity Bank Limited 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.

      Ryan's Answer #1

      "I was impressed by the variety of services you offer your customers, and the mission statement at Equity Bank Limited. I found the mobile app extremely user-friendly, and I like the new features that help customers save money."

      Ryan's Answer #2

      "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."

  8. 8.

    At Equity Bank Limited, our Personal Bankers work with clients from all different walks of life. How do you handle working with many different personalities throughout the day?

      As a Personal Banker with Equity Bank Limited, 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.

      Ryan's Answer #1

      "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."

      Ryan's Answer #2

      "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 Equity Bank Limited, this ability would greatly help your customers that are in need of personal banking advising."

  9. 9.

    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. Equity Bank Limited 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.

      Ryan's Answer #1

      "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 Equity Bank Limited and am excited for the opportunity to do so."

      Ryan's Answer #2

      "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."

  10. 10.

    What is one way that you would help provide great customer service in our branch here at Equity Bank Limited?

      As a Teller with Equity Bank Limited, you have the possibility of having the most interactions with clients on a regular basis than just about any other person within the branch. And due to the face to face nature of this role, the importance of the impressions that you will make on clients is essential to the success of Equity Bank Limited. For this question, tell your interview one unique trait or skill that you will bring to the lobby of Equity Bank Limited when it comes to customer service. If possible, give an example of a time that you used this with success.

      Ryan's Answer #1

      "If you were to ask any of my current or past coworkers what my best skill in the workplace would be, I would guarantee that most would say it is my ability to keep a smile on my face at all times. I am a person that focuses on the positive things in each moment and that attitude really reflects well on others that I work closely with and the customers that I serve. Even when I have a bad moment or even a bad day, I still don't let that bring me down to the point that it impacts my work."

      Ryan's Answer #2

      "I would say that using my communication skills to personalize my service to each customer would be extremely beneficial to the role here at Equity Bank Limited. A couple of weeks ago in my current role, I could tell a customer just wasn't having a good day by the look on their face and the sad tone of their voice. I was assisting them, I simply asked them how their day was going. The lady slowly looked up at me while a tear rolled down her cheek and told me that she had just had her dog put down that morning. I gave her my deepest sympathies and talked about my childhood dog growing up that my parents had just had put down months earlier. We shared a few funny memories of my dog and when her transaction was finished, she thanked me immensely for sharing the conversation with her. I think that my approach to communication with my customers helps brighten their day and I'd look forward to bringing that same style here."

  11. 11.

    Do you have any experience working with banking teller software?

      While having direct experience in a bank setting working with related software is great in helping minimize training time when you would start on a job, it is not necessarily a requirement for the job. Banking software programs often resemble other accounting type software as well. What your interviewer will be looking to hear in the answer to this question is that you have familiarity in working with a few different types of software programs and have the flexibility to learn and thrive new systems. Talk in details about the types of programs you have mastered in your career and make sure that your interviewer walks away from your interview knowing that you will be able to master their system in short order.

      Ryan's Answer #1

      "While I don't have direct experience utilizing Teller software, I am confident that I can quickly and efficiently learn your system if hired for this role with Equity Bank Limited. In my current role, I've mastered two different CRM software systems. In my role, I entered new customer information and maintained the systems with any changes needed over time. As well, I became very proficient at providing up to the minute, customized reporting to leaders that would request it."

      Ryan's Answer #2

      "Throughout my time with my current financial institution, I have worked proficiently with the Oracle FLEXCUBE program and MX for Banking software. With each program, I was able to learn and master the programs quickly. Right now, I serve as the trainer that works with new tellers for three of our branches. During the training sessions, I spend up to four hours with our new hires to help them learn the systems."

  12. 12.

    In this finance role with Equity Bank Limited, what do you feel would make for an ideal customer experience?

      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. Equity Bank Limited 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.

      Ryan's Answer #1

      "In this role with Equity Bank Limited, 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."

      Ryan's Answer #2

      "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."

  13. 13.

    What data entry skills have you accumulated throughout your career and earlier education?

      As a Teller with Equity Bank Limited, solid data entry skills will help ensure that you are able to handle customers in a timely manner while also ensuring accuracy with each transaction that you process. While you may not have direct experience with banking specific software and data entry into those programs, your interviewer knows that skills you have built elsewhere can easily transition here to this role with ease. Talk about the experience you have with data entry in any previous positions that you've held. Talk about specific program that you have experience with and remind your interviewer that you are very easily trainable on new systems. If you know your words per minute typing skills, now is a good time to bring that up as well.

      Ryan's Answer #1

      "From an early age working on computers, I have pretty great word processing skills. The last time I was tested, I could type 75 WPM. These skills have translated nicely to a few different data entry duties I hane taken during my career. In my current role as an Assistant, I handle data entry into Microsoft Excel and also into our enterprise sales system. While being a master of Excel, I picked up our sales software system very easily and don't see any reason why I would have any issues with easily transitioning to your software programs."

      Ryan's Answer #2

      "In my current role, I work on an online database system called Kintone. I currently do administrative work in the insurance industry and this online system has been a wonderful addition to our team to replace the use of spreadsheets and email to house our information. When I learned the system two years ago, I was very quick to pickup and master the system. With my familiarity with many other software programs, I would be able to transition nicely into the data entry tasks in this role."

  14. 14.

    What do you want to accomplish at Equity Bank Limited?

      Set some goals so that you can share how this position at Equity Bank Limited will help you to achieve them and how you will add value to Equity Bank Limited along the way.

      Ryan's Answer #1

      "First and foremost, I want to deliver top quality service to customers of Equity Bank Limited and perform my responsibilities with best in class service. I want to work at Equity Bank Limited because I want to become a financial advisor. Starting out as a professional banker will give me valuable experience resolving client account issues and providing financial assistance, from investments to savings and travel advice."

      Ryan's Answer #2

      "My primary goal is to achieve a leadership position within the banking industry. To do this, I will continue my related education and take any training opportunities that come my way."

  15. 15.

    Tell us how you keep your knowledge current with ongoing changes in the banking industry.

      Due to the competition within the banking industry, Equity Bank Limited 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.

      Ryan's Answer #1

      "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 Equity Bank Limited on Twitter and keep abreast of relative headlines."

      Ryan's Answer #2

      "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."

  16. 16.

    Why do you want to pursue a career in the banking industry?

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  17. 17.

    Tell me about your education. How has it prepared you for this opportunity with Equity Bank Limited?

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  18. 18.

    If a customer posed a problem that you were unable to solve on your own, how would you handle that situation?

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  19. 19.

    If hired for this role with Equity Bank Limited, how would handle a large a work load of clients working through a mortgage process.

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  20. 20.

    Accuracy is of utmost importance to the customers here at Equity Bank Limited. Have you ever had a time where you had a to admit to a mistake on the job surrounding accuracy?

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  21. 21.

    Give an example of a prior job duty you held that required serious organizational skills. What did you learn from that experience that you'll be able to bring the team here at Equity Bank Limited?

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  22. 22.

    The next Branch Manager that we hire here at Equity Bank Limited 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 adaptabil

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  23. 23.

    If you were having an interaction with a client here at Equity Bank Limited and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?

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  24. 24.

    What ideas could you bring to Equity Bank Limited to help grow revenue in this branch?

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  25. 25.

    If you were on the job here at Equity Bank Limited and noticed that a change in process or procedure could be beneficial, how would you approach that with your supervisor?

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  26. 26.

    As a Personal Banker at Equity Bank Limited, how would you select products to suggest to our customers?

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  27. 27.

    The banking industry can be stressful. Tell me about a time when you worked in a high-pressure situation.

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