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Financial Ombudsman Service Interview
Questions

28 Questions and Answers by Ryan Brunner

Published April 27th, 2020 | Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.
Job Interviews     Companies     Money     Financial Services    
Question 1 of 28
Are you familiar with any of the financial fraud detection software that is being used today?
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How to Answer
With today's technology available utilizing artificial intelligence, sophisticated algorithms and real time learning techniques, Fraud Analysts have many software programs available at their fingertips to help do their jobs effectively and efficiently. For this question, be sure that you have a solid base of knowledge surrounding the features and benefits of the programs that are available and tell your interviewer which ones you have experience with. As you answer, be sure to let your interviewer know that you are open and able to learn any program required out of this position at Financial Ombudsman Service.
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1.
Are you familiar with any of the financial fraud detection software that is being used today?
With today's technology available utilizing artificial intelligence, sophisticated algorithms and real time learning techniques, Fraud Analysts have many software programs available at their fingertips to help do their jobs effectively and efficiently. For this question, be sure that you have a solid base of knowledge surrounding the features and benefits of the programs that are available and tell your interviewer which ones you have experience with. As you answer, be sure to let your interviewer know that you are open and able to learn any program required out of this position at Financial Ombudsman Service.

Ryan's Answer #1
"Over the last eight years working fraud prevention in the banking industry, I have worked on and attended many training seminars for programs like Q2, INETCO and bugurro and I have found myself to be very to learn and proficient in programs like these. Knowing that the difficult tasks of scouring through and patterning thousands of bank transactions per day can be solved with a program like these gives me a lot of confidence in my work to handle all of my other duties with confidence."
Ryan's Answer #2
"In my current role as a Fraud Analyst in the online retail world, I work with a program called DetectR. I love that the program is cloud based and allows me to customize our parameters for fraud detection on the fly and allows me to chart notes within the program. Being very computer and software literate, you will find that I am able to learn any new programs in a short time and thrive within them if hired for this position here at Financial Ombudsman Service."
2.
The clients of a financial firm like Financial Ombudsman Service 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 Financial Ombudsman Service, 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."
3.
How do you believe your coworkers would describe you?
The interviewer would like to know how you are seen by your colleagues. Select approximately three words that truly define who you are. Be sure to choose words that radiate positive thoughts!

Ryan's Answer #1
"I believe that my coworkers, if asked, would describe me as a reliable person who is always ready to submit the best work possible. My work ethic has never been questioned, and I am very proud with the work that I have submitted in my career, so far."
Ryan's Answer #2
"Here are some other great keywords you could use:

- Encouraging
- Caring
- Knowledgeable
- Reliable
- Focused
- Honest
- Assertive
- Tenacious
- Motivated
- Ambitions
- Conscientious"
4.
At Financial Ombudsman Service, our Financial Analysts have to often work under a tight deadline. Talk about a time you had to work under a tight deadline in the past. How did you handle that situation and what made it a success?
The financial field can sometimes be chaotic and stressful for analysts working on high pressure deadlines and the work life at Financial Ombudsman Service is no different. To test how you will perform in these situation if hired for this role, your interviewer will be looking to hear about a time where you did just that. No matter what the situation is that you discuss, be sure to show how you remained calm, focused and on-task to get the job done. Try and stress how you are resourceful and willing to utilize a team effort if necessary.

Ryan's Answer #1
"In my current role, I'm tasked with preparing some reports for our leadership team's bi-weekly meeting. Upon first taking that responsibility, I made sure that I kept myself organized during each work day and saving and prepping relevant information needed for their report. A couple of months ago, I was informed first thing in the morning that the meeting was being moved a week up to later that day due to some conflicts and vacation time for some of the team. Right away, I moved some things on my calendar to make this a top priority. From there, my regular organization of the materials needed made it easy for me to complete my job."
Ryan's Answer #2
"During my last semester of my MBA program last spring, I was nearing completion of my capstone project. The project was a case study of mergers within the manufacturing industry and was a great overall project to learn from. During the semester, my full-time job I was working to put myself through school was becoming much more demanding and parts of my project got postponed to a point where I was fearing not being able to complete it to the best of my abilities with the final due date approaching. Right away, I rearranged my work schedule to work half time and began plugging away at the final pieces of the project. To complete it, I had to sacrifice some outside weekend events with friends. While sad to do that at first, I learned some great lessons on time management, project management and sacrifice."
5.
To get a sense of how you will handle internal auditing processes here at Financial Ombudsman Service, what do you feel are important tasks to do once an audit is finished?
You and your interviewer both know that the work isn't completed the moment that an audit has been completed and for this question, your interviewer is looking to hear what items you feel are a top priority in ensuring that the audit has a long-lasting impact. As you answer this question, be sure to discuss any unique tasks that you feel are a priority and value that you can bring to the team at Financial Ombudsman Service by talking about how they've been useful to others you've worked with in the past.

Ryan's Answer #1
"The end goal of any audit is improvement and my role as the Auditor is to help bring as much value to the improvement as possible and this begins with my work following an audit. First and foremost, my top goal at the end of an audit is to deliver the results in a clear and quick manner and meet with all stakeholders to discuss my results. Having many years of experience as an Auditor, the one value I can add to Financial Ombudsman Service is my ability to help your leaders put action into place to improve. As you'll see from my letters of recommendation, many high level leaders I have worked with in the past have really appreciated my ability to do this."
Ryan's Answer #2
"In my work, my most important task following an audit is to help the key stakeholders understand what needs to be improved and how to improve it. I do this through a thorough reporting process to them. Managers like visual aids and I am able to provide them. They also like to hear suggestions on how to improve and my time in the auditing field brings with me a lot of process improvement knowledge that can help your leadership staff here at Financial Ombudsman Service."
6.
As a professional in the financial services industry, you must have great integrity. Do you consider yourself an honest and trustworthy person?
Due to the sensitive nature of your work, honesty is a core requirement in everything that you do. Assure the interviewer that you are an honest and trustworthy person, worthy of employment with Financial Ombudsman Service.

Ryan's Answer #1
"I have often been told that I am one of the most trustworthy people out there. In addition to being raised to always make the right choice, I have no fear when it comes do delivering honesty. You are more than welcome to check in with my references as well. They will speak highly of my character."
Ryan's Answer #2
"Integrity is very important in the financial services industry. Yes, I absolutely consider myself to be honest and trustworthy."
7.
At Financial Ombudsman Service, we pride ourselves on providing the best overall customer experience. Talk about your customer service experience and explain why it will help our clients here.
In the financial services industry, overall client experience is a major predictor of business growth and the team at Financial Ombudsman Service takes the overall client experience seriously. For this question, your interviewer will be looking for you to expand upon your customer service experience past what they can see from your resume. To seal the deal for your interview, try to talk about times that you have went above and beyond the call of duty to provide the best service possible for a customer.

Ryan's Answer #1
"Over the past five years in my current role in customer service, my number one mantra has been to create the most personalized experience possibl for each person. I have done this by taking the time to get to know the customer, find out what their needs are and creating an experience unique to them. Where my time in automotive sales has really prepared for this role with Financial Ombudsman Service is in this approach. If hired for this role, I know that I will be relied upon to use open and honest communication skills, time management skills and to take a empathetic and personalized approach with each client and I can definitely be relied upon to do that."
Ryan's Answer #2
"In my years in a front facing customer service role, I've prided myself on being the face of the franchise. More often than not, my interactions with customers can be the difference between a repeat customer and a person who never comes back again. To ensure repeat customers, I make sure that I am knowledgeable about our products and services, I'm proactive with their needs and I'm always accountable for any mistakes that are made on my organization's side of things. If given the opportunity to join the team here at Financial Ombudsman Service, I will work hard to be highly educated in your services and be proactive and accountable in every interaction that I have."
8.
Our customers rely on our services outside of normal business hours. Are you able to work a flexible schedule if hired for this position?
Because financial clients can be in need outside of the standard 9-5 business hours, this position with Financial Ombudsman Service may require the need for you to be flexible with your schedule to accommodate the business needs of the position. Prior to applying for the position, Financial Ombudsman Service should have posted the expected hours for position for you to have an idea of what will be expected. When answering this question, it is best to be open and honest about what particular needs that you have for expected work hours. As well, it is acceptable to ask follow up questions regarding the work schedule if you need further clarification.

Ryan's Answer #1
"I am able to work a pretty flexible work schedule and have been used to doing this in my current role for the past six years. If I understand the expected hours for this position correctly, it sounds like the standard hours will be 8:00am to 5:00pm on most days with a rotating schedule to help cover evening hours up until 8:00pm and some rotating Saturday coverage as well. Is this correct?"
Ryan's Answer #2
"Having worked a flexible schedule that included early morning hours and hours into the evening, I am very open to a flexible schedule for this position. The only clarification I would need is how a schedule is determined and when I would find out about upcoming schedules if hired for this position. We do have a young child that we would need to plan daycare schedules for and so my spouse and I could coordinate pick ups and drop offs from daycare. Can you shed light on how scheduling works for this position?"
9.
We pride ourselves on teamwork here at Financial Ombudsman Service and this role in Client Services relies on teamwork. What are the top qualities would you would bring to a team based atmosphere here?
At the heart of this question falls your interviewers need to determine how well you will work with others on the team at Financial Ombudsman Service. You will be working with high level advisors and managers that are under a lot of pressure to perform in their jobs and your communications with them will either alleviate some of that stress or add to it. To ensure that your interviewer walks away from your conversation knowing that you are a team player that keeps the end goals of the company in mind, focus your answer on your effective communication skills, your knowledge of everyone's role on the team and your knowledge of what your role on the team will be.

Ryan's Answer #1
"As with any team that I have worked on in the past, my priority is knowing that everyone has an important piece in the overall success of the team. In customer service, this is knowing who to contact with the right questions and who to guide customers to when needed. This ensures that our work is done efficiently on our end of things and that our customers are handled efficiently and effectively. If hired here at Financial Ombudsman Service, my first goal would be to get to know everyone on the team that I would work with, what their roles are and how to best communicate with them."
Ryan's Answer #2
"My top quality is my ability to communicate, both verbally and through writing. I have excellent interpersonal speaking and listening skills and my past colleagues have always appreciated this. Here at Financial Ombudsman Service, your clients would appreciate this in my work as well. I am a very efficient and effective written communicator as well and this would be very beneficial at a company like Financial Ombudsman Service, where your offices are spread throughout the country and I can imagine that email communication is vitally important."
10.
What do you feel is one unique skill or trait that you could bring to the auditing team here at Financial Ombudsman Service?
This question is your opportunity to set yourself apart from your competitions as it gives you an open door to match a skill or trait that you have with the exact details for this position. Prior to the interview, be sure to read and research as much as possible on the job and Financial Ombudsman Service to find something unique about yourself that can help benefit the team. Whether you talk about a job skill or a personality trait that you possess that you feel sets you apart, be sure that you are able to talk about this confidently to your interviewer.

Ryan's Answer #1
"Being comfortable in my skills and experiences as well qualified internal auditor, I am confident that my attention to detail is one trait that will set me apart from anyone else you are talking to about this position. I am a very organized person that keeps an orderly desk, email inbox and to do list. As well, I know that this position will require me to work with data that goes above and beyond the everyday life of your average auditor and my attention to the minute details will make me an asset to Financial Ombudsman Service."
Ryan's Answer #2
"If I was fortunate enough to join the team here at Financial Ombudsman Service, my ability to work independently and make decisions on my own from the start would be a huge asset. You'll find that I don't let outside influence or others influence decisions that I'll make as your auditor and I won't let my own personal judgments influence any of my decisions. As well, I am comfortable working with all levels of an organization, from the C-Suite to the day to day operations staff."
11.
Our clients here at Financial Ombudsman Service expect top-tier service and products and we will expect you to do just that in this role. Have you ever went the extra mile for a client when it wasn't expected? Why did you do so?
Financial Ombudsman Service looks to set themselves apart from their competition by delivering the best service possible in the industry. You, as a customer service professional, are likely used to doing this so in your example, be sure to think about a time where your going above and beyond the call of duty really impacted the overall customer experience. No matter what example you use, be sure to explain why you felt it was important to take that action and what outcomes you are aware that it produced.

Ryan's Answer #1
"A couple of years ago when I was working customer service in retail, a customer was looking for what happened to be a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued and have her be on her way. What I did was take down the customers contact information and let her know that I could contact our person that handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and have it coordinated to ship directly. We put the customer in direct contact with the supplier and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the situation that the customer was in and knowing she was a loyal customer of ours."
Ryan's Answer #2
"My current role in hospitality often has me working with very high profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding and upcoming stay for the musician. I proactively asked for their dining and entertainment preferences and with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for the his extended stay. Prior to him leaving, his manager reached out to thank me for the great service!"
12.
If you joined the team here at Financial Ombudsman Service, how would you build relationships with those that you would be working closely with?
For this question, your interviewer will be looking to get the sense that you would be proactive about getting to know your colleagues and fitting into the culture of the organization. Use a personal approach to talk about ways that you have done this in the past and how you would do it if hired for this position. Talk about the importance of relationship building in your line of work and how it helps the overall good of the organization if you take the initiative to do this.

Ryan's Answer #1
"From my first day on the job, I would take the time to break the ice with my colleagues by introducing myself and setting up an individual meeting with each person. In the past, I've done these meetings over lunch or in an office where I've had questions prepared for me to get to know the person both personally and professionally. I want to ask my colleagues what they expect from me and what I can expect from them. I've found that these conversations really help to open up doors for working with each other moving forward."
Ryan's Answer #2
"Being the new person on the job can be a very high anxiety time for some people, but I love the opportunity to break the ice with my coworkers by making that first contact. I think it's important to get to know each other on a personal level because we spend so much of our lives together in the workplace and I am a caring person that wants to know how last night's soccer game went for the kids. Beyond that first ice breaking conversation, my work relationships are then bonded through my work ethic and helping others on my team to show that I am a true team player."
13.
We pride ourselves on our interdepartmental teamwork here at Financial Ombudsman Service. If hired for this role, what kind of team player could we expect you to be?
In the financial world, teamwork at an organization is the key to success and life at Financial Ombudsman Service is no different. As you talk about your abilities and experiences in being a great team player, try to highlight certain themes like building trust, gaining respect and being a subject matter expert as part of a larger team. Don't hesitate to show flexibility in your ability to both lead others and be lead by others and use examples of times that you've done both. To seal your answer for this question, talk about your desire to work as part of a team and do your research on this position to find out what types of colleagues you will be working with.

Ryan's Answer #1
"My colleagues that I work closely with would tell you that I'm knowledgeable in my area of expertise to contribute to the much larger team and do so without hesitation. As well, I'm able to communicate effectively, take direction and run with when needed and always willing to help out other areas if I have free time. I understand that I would be working very closely with the Advising staff here at Financial Ombudsman Service and know that they would have high expectations out of my work."
Ryan's Answer #2
"I prefer to work in an environment that promotes teamwork and collegiality. If I were fortunate enough to join the team here, I want you to know that I love being in a leadership type role on a team where I can delegate work and help train others to better the organization. As well, I also thrive in a role where I am the minion and taking direction from others. I'd say that my key skills in working as a team are my ability to friendly, honest and trustworthy with my team."
14.
How long will it take you to make a meaningful contribution to our team at Financial Ombudsman Service?
If you were to be the successful candidate with Financial Ombudsman Service, when do you expect to make a viable contribution to the organization? Talk to the interviewer about your plan to make a fast impact.

Ryan's Answer #1
"I am interested in making an impact on your organization right away and have already crafted a plan to make that happen. I am a very strong business development professional and I plan to take the territory and expand it to include additional rural areas. This should amount to a strong increase in revenue within the first 9 months of my on boarding."
Ryan's Answer #2
"My plan, if hired by Financial Ombudsman Service, is to make an impact as soon as possible. I have researched this position and am very eager so I have created a 90 day impact plan that I would like to share with you."
15.
Are you familiar with vouching and how it is used during auditing processes?
At the heart of this question, your interviewer is looking to take a small peek inside your technical knowledge of the auditing process. Your answer can be pretty simple and straightforward by explaining what a voucher is and, if possible, talking about times that you have used it in auditing processes in the past.

Ryan's Answer #1
"As an internal auditor, vouching is a process that accurately verifies that information is correct. During my time auditing large manufacturers, the vouching that I did entailed recovering and verifying items like invoices and purchase receipts and we'd use vouching for very large items that impacted an organization's bottom line."
Ryan's Answer #2
"Because accounting processes are prone to human error in data entry, vouching is a way to ensure accuracy. In essence, vouching is certifying that data entered in an accounting book is accurate by crosschecking the information with actual statements, receipts and debit notes. I've conducting vouching during audits in the retail industry and these were required to be very thorough processes with large retailers receiving shipments of product from many different sources."
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28 Financial Ombudsman Service Interview Questions
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Interview Questions
  1. Are you familiar with any of the financial fraud detection software that is being used today?
  2. The clients of a financial firm like Financial Ombudsman Service 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?
  3. How do you believe your coworkers would describe you?
  4. At Financial Ombudsman Service, our Financial Analysts have to often work under a tight deadline. Talk about a time you had to work under a tight deadline in the past. How did you handle that situation and what made it a success?
  5. To get a sense of how you will handle internal auditing processes here at Financial Ombudsman Service, what do you feel are important tasks to do once an audit is finished?
  6. As a professional in the financial services industry, you must have great integrity. Do you consider yourself an honest and trustworthy person?
  7. At Financial Ombudsman Service, we pride ourselves on providing the best overall customer experience. Talk about your customer service experience and explain why it will help our clients here.
  8. Our customers rely on our services outside of normal business hours. Are you able to work a flexible schedule if hired for this position?
  9. We pride ourselves on teamwork here at Financial Ombudsman Service and this role in Client Services relies on teamwork. What are the top qualities would you would bring to a team based atmosphere here?
  10. What do you feel is one unique skill or trait that you could bring to the auditing team here at Financial Ombudsman Service?
  11. Our clients here at Financial Ombudsman Service expect top-tier service and products and we will expect you to do just that in this role. Have you ever went the extra mile for a client when it wasn't expected? Why did you do so?
  12. If you joined the team here at Financial Ombudsman Service, how would you build relationships with those that you would be working closely with?
  13. We pride ourselves on our interdepartmental teamwork here at Financial Ombudsman Service. If hired for this role, what kind of team player could we expect you to be?
  14. How long will it take you to make a meaningful contribution to our team at Financial Ombudsman Service?
  15. Are you familiar with vouching and how it is used during auditing processes?
  16. How do you stay on top of new trends in the financial services industry?
  17. Here at Financial Ombudsman Service, we are expecting someone with strong leadership skills to take this role. How would you describe your management style?
  18. What software programs do you use in your current work and how adaptable would you say that you are in learning and using new programs?
  19. When have you shown a willingness to learn a new method or new approach to solving a problem?
  20. How do you think our field of fraud analysis will change in the next five to ten years and how will you be able to help Financial Ombudsman Service stay at the forefront of those changes?
  21. The day-to-day life at Financial Ombudsman Service can be hectic and stressful at times. If hired for this role, how would you keep yourself motivated when working with stressed colleagues and pushy clients?
  22. If hired to this role here at Financial Ombudsman Service, what do you see as one initial hurdle you will have to overcome in your first weeks on the job?
  23. In this role with Financial Ombudsman Service, we will rely on your organized and methodical approach to provide financial analysis reporting. What does your current reporting process consist of?
  24. At Financial Ombudsman Service we put a lot of value in the continued training of our employees. If you could expand your knowledge in any financial service area, which would you choose?
  25. If you were having an interaction with a client here at Financial Ombudsman Service and you weren't able to answer their question or solve their problem on your own, how would you handle that situation?
  26. One huge philosophy that we believe in at Financial Ombudsman Service is professional development. How have you worked to develop yourself professionally throughout your career?
  27. Think back over your career up to today and tell me about the most difficult day on the job you encountered. What made the day difficult and how did you handle that situation?
  28. How can Financial Ombudsman Service motivate you on the job?
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