First Financial Bank Mock Interview

Master 27 First Financial Bank interview questions covering relationship banking, credit analysis, and community-focused service.

Question 9 of 27

How would you handle communication with a customer that was visibly upset?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

In this position with First Financial 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.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"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."

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27First Financial Bank Interview Questions & Answers

1.What is one unique skill that you will bring to our loan processing team here at First Financial Bank?

2.If hired for this role with First Financial Bank, how would you handle a large workload of clients working through a mortgage process?

3.We pride ourselves on teamwork here at First Financial Bank and this role in Client Services relies on teamwork. What are the top qualities you would bring to a team based atmosphere here?

4.How would you rate your ability to learn new software programs on a scale of 1 to 10?

5.In your opinion, what are the benefits of banking with First Financial Bank?

6.Due to the continued explosion of the digital world, First Financial 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?

7.What experience do you have in multitasking different duties in any of your prior work experiences?

8.Tell me about your experience in the banking industry.

9.How would you handle communication with a customer that was visibly upset?

10.Have you ever had to work with a difficult colleague? How did you handle that situation?

11.If hired for this role here at First Financial Bank, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?

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?

13.What is the highest level of mathematics that you completed during any of your schooling?

14.On the finance side of First Financial 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?

15.The banking industry is built on trust and this is no different at First Financial Bank. Do other people you have worked closely with consider you to be trustworthy?

16.Tell me about a time when you demonstrated you were trustworthy.

17.In the banking industry, customer service is essential. Give me an example of a time when you provided excellent customer service.

18.If a client here at First Financial Bank were to be denied the financing that they desire, how would you handle that situation?

19.Give me an example of how you keep track of details while engaging in conversation.

20.What are your top three strengths? How will you use them to make an impact at First Financial Bank?

21.Out of all of our products at First Financial Bank, which one would you be most likely to use? Why?

22.What is your experience in managing an overall performance appraisal process for your staff?

23.How would you deal with an irate customer?

24.Our clients here at First Financial Bank 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?

25.At First Financial Bank, 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.