35 HSBC Bank Interview Questions & Answers
Table of Contents
- 1. Accomplishment Questions
- 2. Capability Questions
- 3. Career Goals Questions
- 4. Communication Questions
- 5. Compatibility Questions
- 6. Conflict Questions
- 7. Customer Service Questions
- 8. Diligence Questions
- 9. Diversity Questions
- 10. Education Questions
- 11. EQ Questions
- 12. Experience Questions
- 13. Job Satisfaction Questions
- 14. Organizational Questions
- 15. Performance Based Questions
- 16. Problem Solving Questions
- 17. Salary Questions
- 18. Teamwork Questions
Accomplishment
1. Give me a brief summary of your skills, accomplishments, and career goals.
What You Need to Know
This question will help the interviewer determine how well you've prepared for this interview and whether you have explored and employed their application hints and tips, which they offer on their website under their recruitment process. If you've followed their advice and outlined your cover letter according to their recommended guidelines, you've likely included some of these. But if they ask this question, they expect you to breathe more life and context into those examples. This will help them understand how your personality, work style, and professional approach align with your accomplishments. HSBC advises, "Focus on your role in these situations and the outcomes. These examples don't have to be drawn from work. For each example, explain the situation you faced; the specific task required; the action that you took; and the result of this action."
Written by Kevin Downey on April 1st, 2023
Entry Level 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 by spending a lot of time in online studies while working as a bank teller. I am very proud of the discipline and dedication I put towards this goal."
Written by Kevin Downey on October 5th, 2020
Experienced Example
"Early in my career, I strived to get to know the banking and thrift systems from a 360-degree view. I worked hard to partner with my peers to learn how their roles contributed to the 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 HSBC Bank and am excited for the opportunity to do so."
Written by Kevin Downey on April 3rd, 2023
User-Submitted Answer
"I was part of the _____ _____ club and I wanted to contribute back by accomplishing something for the club. I became the events manager and planned major events such as camp and ball. To be successful, I was very organized and used a to-do list to keep track of my tasks. I had an events team and I delegated tasks, setting due dates and checking in regularly to ensure a smooth process. I communicated with my team constantly and finished ahead of due dates. Camp ran successfully and I felt very satisfied overcoming that challenge."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
This is a great start, but the actual goal you set out to achieve is unclear. To improve your response, I suggest using the STAR (Situation, Task, Action, Result) formula as the framework for your example. This method will ensure that you provide the interviewer with the right amount of information and detail to form a compelling answer. We have a guide that you may find helpful in organizing your response - https://www.mockquestions.com/articles/5 Behavioral Based Interview Questions You Should Prepare For/
Capability
2. How would you tailor each mortgage to each client when dealing with a large workload?
What You Need to Know
At the heart of this question, your interviewer is looking to find out how you manage a busy workload by having you talk about your organizational skills, your work style, and any systems approaches or tools you used to get the job done. As they say on their webpage offering application hints and tips, "It is important that you identify and know your strengths and be prepared to give examples of when you have demonstrated relevant skills. We will ask you about specific occasions when you have demonstrated a particular ability. Focus on your role in these situations and the outcomes."
Written by Kevin Downey on April 1st, 2023
How to Answer
In your answer, talk about your skills and the tools you use to stay organized and on track while handling a large workload. To answer this question effectively, familiarize yourself with HSBC's mortgage options and automated services, which you would take advantage of to tailor the right mortgage to your client's needs. Don't hesitate to discuss any tactics you employ to ensure all deadlines are met and that no issues occur with clients because of a large workload. In the end, your interviewer wants to walk away from this question knowing that you'll be able to provide top-notch service to the clients of HSBC Bank.
Written by Kevin Downey on April 1st, 2023
Answer Example
"In my current role, I can handle a large workload because of my organizational skills. If you could take a tour of my office, you'd see that I maintain a neat desk with a very organized file cabinet of my current workload. If I need to shift gears and move on to work with another client, I can easily access information on the fly and keep moving. I also utilize my Outlook calendar to set deadline reminders to stay on track of closing deadlines and paperwork requirements, and the program's tasks function helps me stay on track with all of my clients at a given time."
Written by Ryan Brunner on October 5th, 2020
Experienced Example
"I have successfully managed a large client load as a mortgage consultant with my previous employer due to my efficiency and organization. If hired for this role with HSBC Bank, I would be extremely efficient because of my experience with the mortgage loan closing process and my ability to handle challenges quickly. My experience will allow me to tailor the process to each client both effectively and quickly."
Written by Kevin Downey on October 5th, 2020
Career Goals
3. What appeals to you most about working at HSBC Bank?
What You Need to Know
HSBC suggests that this is "your opportunity to make sure the interviewer knows that you are enthusiastic about working at HSBC. If you are successful in the interview, we will contact you afterwards and let you know the next steps." Familiarize yourself with their work culture, values, and purpose statements, as they recommend doing before your interview. For example, their value "Energise for growth" is helpful when answering this question. "This pillar of our strategy outlines how we are energising around growth. We want to: Inspire a dynamic culture where the best want to work. Encourage an inclusive culture fostering diversity. Help colleagues develop future-ready skills. Be a simpler, more agile, and effective organisation."
Written by Kevin Downey on April 1st, 2023
Entry Level Example
"After talking with my cousin, who has been a Bank Teller for her entire career, I know I would love the variety and problem-solving aspects of this job. I would look forward to the fact that no two workdays are the same and that I'd be working with individual customers with every transaction. As a person that thrives thinking on their feet, working with unique customers would allow me to help them troubleshoot issues and find solutions for them."
Written by Kevin Downey on October 5th, 2020
Answer Example
"The thing I am most excited about in this role at HSBC Bank is the opportunity to interact with customers face-to-face. As a people person, I've felt held back from working for the last four years working with customers over the phone. My positive attitude and friendly approach would be a huge asset to your customers, and I would make it a priority to always be that smiling face people encounter when they come to handle their personal business at HSBC Bank."
Written by Ryan Brunner on October 5th, 2020
User-Submitted Answer
"The best thing about this job is the opportunity to continue interacting with customers and providing customer excellence while improving my financial expertise. I have worked in several customer service roles and with my friendly and positive attitude, I believe that I will be able to assist customers to the best of my abilities and make them satisfied with their visit and trust in HSBC."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great answer! You sound excited about the opportunity to interact directly with clients and drive the reputation of the bank through your customer service skills. Consider expanding on your answer to include one or two aspects about the teller job that is specific to HSBC Bank. This will show the interviewer you have researched the company and have put some thought into why you want to work for them.
Career Goals
4. Where do you envision taking your career with us?
What You Need to Know
HSBC advertises on their career page, "Our strategy is designed to attract and motivate the very best people who are committed to maintaining a long-term career with us." Show them that you are among the best people by describing your carefully mapped-out career plans and explaining how those goals you set for yourself can be accomplished in a role with HSBC. Doing so will assure them that you are motivated to work for them long-term and have carefully chosen to pursue a career with them.
Written by Kevin Downey on April 2nd, 2023
Experienced Example
"I am very career-driven and interested in furthering my skills. At my current company, there only seems to be time to focus on the status quo, which is an obstacle to my professional growth. But what attracted me to HSBC was how they offer their employees the option to train, upskill, and obtain the qualifications they desire in a way that compliments their work life. I am interested in striking a work-life balance that furthers my personal and professional growth. I am sure the more I learn about these opportunities, the more I will realize how much further I can take my career and grow within HSBC."
Written by Kevin Downey on April 2nd, 2023
Answer Example
"I have my 5-10 year career plan with me. I update it every year. There are several skills I hope to gain to excel in my current position and the one I am applying for with you. But I hope HSBC can help me develop these other skills, which will qualify me for a leadership position. I love how HSBC phrased it on their website: 'We are working to ensure everyone has the skills needed for the jobs of today and tomorrow.' This was a major selling point for me to compete for this position."
Written by Kevin Downey on April 2nd, 2023
Communication
5. How much do you know about our product offerings?
What You Need to Know
Although you should be familiar with as many of HSBC's product offerings as possible, your interviewer isn't interested in hearing you rattle them all off. However, it is useful to demonstrate strong communication skills by delivering a succinct answer, similar to how you would to a prospective client. Examine their language and how they communicate this on their website.
"The products and services we offer vary widely according to customers' needs. We provide individuals and families with mortgages that help them buy their own home, as well as savings accounts and wealth management products that help them plan for the future. We offer businesses loans to invest in growth, and products such as foreign exchange and trade financing that enable them to expand internationally. And for large companies and organisations operating across borders, we offer tailored advice on decisions such as financing major projects, issuing debt, or making acquisitions."
Written by Kevin Downey on April 2nd, 2023
1st Answer Example
"HSBC's products and services stand apart from your competitors in how tailored they are to your clients. And this isn't just limited to banking services, mortgages, or loans. HSBC's automated and digital offerings also stand out in this regard."
Written by Kevin Downey on April 2nd, 2023
2nd Answer Example
"HSBC has offerings for individuals, businesses, companies large and small, and organizations operating across borders, including foreign exchange and trade financing, allowing for international growth. But what stands apart is how adaptable most of HSBCs offerings are, widely tailoring to the varying needs of their clients."
Written by Kevin Downey on April 2nd, 2023
Communication
6. How do you communicate opportunities for innovating workflow or processes?
What You Need to Know
Your interviewer wants to hear your thought process for identifying improvements and how you relay them. There is no right or wrong answer. They are interested in how well you would fit into their culture and whether you already embody their values and purpose. As they state on their website, "We're entrepreneurial: we try new things, we learn and improve, and we take smart risks."
Written by Kevin Downey on April 1st, 2023
Answer Example
"In any role I've taken on during my career, I take all the extra time and effort I can to learn every aspect of the job. This lets me dissect every piece of a process and enables me to look for better ways of doing things. If I were to find a better way of handling a duty or process here at HSBC Bank, I would likely first run my idea by a colleague or two to ensure my thought process was sound. Then, I wouldn't hesitate to bring my idea up to my supervisor and explain my thought process and the benefits of my suggestion."
Written by Kevin Downey on April 2nd, 2023
Experienced Example
"In my current role, I noticed that our triaging of incoming phone calls with customers wasn't as efficient as it could be. I started documenting incoming calls and tracking the number of times a caller had to be transferred to get to the correct person. Based on a couple of weeks' worth of data, I was able to draft a new routing system based on customer needs and take this to my manager. Even though it didn't take much extra effort, the work paid off regarding internal efficiency and customer satisfaction when we implemented a new system after some tweaking to my draft. I wouldn't hesitate to take this same approach with HSBC Bank if I found a better way of doing things."
Written by Kevin Downey on October 5th, 2020
Compatibility
7. What are your strengths?
What You Need to Know
Your interviewer is curious about how your personal and professional strengths will benefit HSBC. This will help them determine how good of a mutual fit a professional partnership with you would be. As they state on their website, "We conduct interviews in order to assess your compatibility with HSBC's values, as well as your general skills and motivation for applying. Focus on our strengths. To achieve our ambition, we are focusing on the areas where we have distinctive capabilities. This pillar of our strategy outlines where we are prioritising our efforts and investing for the future."
Written by Kevin Downey on April 2nd, 2023
How to Answer
Examine your professional history, and focus on those strengths that seem aligned with theirs, what they are looking for, and those strengths which will help them with their goals. "Our customers range from individual savers and investors to some of the world's biggest companies, governments, and international organisations. We aim to connect them to opportunities and help them to achieve their ambitions."
Written by Kevin Downey on April 2nd, 2023
1st Experienced Example
"I am a strong communicator. Not only am I good at non-defensive communication, but I am a great active listener, good at asking the right questions, and very empathic. This combination allows me to determine and anticipate our client's needs. This way, I can build strong relationships with my clients, live up to their expectations, and go above and beyond."
Written by Kevin Downey on April 2nd, 2023
2nd Experienced Example
"I am an outstanding coach and mentor. I take teamwork very seriously and always do all I can to get everyone up to speed or at the same performance level. I will never throw my teammates under the bus and would rather go to them first and try to help them improve their performance. It is never about me; it is about the team - all for one and one for all. If the team is performing up to speed, and I had a hand in it, I know I have done my job. This attitude, and my ability to share and be trusted by those on my team, is one of my greatest strengths."
Written by Kevin Downey on April 2nd, 2023
Compatibility
8. If you had a personal purpose statement, what would it be?
What You Need to Know
Your interviewer is trying to determine whether you are invested in competing for this opportunity or are simply trying to find any job with anyone. Questions such as these are useful in distinguishing those who identify with their mission statements, values, environment, and work culture. The path forward with this question is to familiarize yourself with their purpose statement, which says, "Our purpose - opening up a world of opportunity - explains why we exist. We're always looking for people with purpose and ambition who can help us build a bank fit for the future." After familiarizing yourself with their statement, look at your professional life and the purpose for choosing your career path. Examine what you find most rewarding about your profession and try to align it with their purpose statement.
Written by Kevin Downey on April 2nd, 2023
Entry Level Example
"To enlighten every one of my clients of their true financial potential."
Written by Kevin Downey on April 2nd, 2023
Experienced Example
"To dispel the mystery of wealth and help my clients find their path through the weeds to the shores of financial possibility."
Written by Kevin Downey on April 2nd, 2023
Compatibility
9. What banking products do you use, and what benefits do you see in them?
What You Need to Know
With this question, your interviewer wants to know if you are a customer of HSBC and how familiar you are with the financial products and services they offer. How you answer will inform them how effectively you'll represent and embody their brand and values. Research their website and identify which products you currently use or have used in the past, and explore the products or services you intend to take advantage of in the future.
Written by Kevin Downey on April 1st, 2023
Focus Your Answer On
"The products and services we offer vary widely according to customers' needs. We provide individuals and families with mortgages that help them buy their own homes, as well as savings accounts and wealth management products that help them plan for the future. We offer businesses loans to invest in growth and products such as foreign exchange and trade financing that enable them to expand internationally. And for large companies and organisations operating across borders, we offer tailored advice on decisions such as financing major projects, issuing debt, or making acquisitions."
Written by Kevin Downey on April 1st, 2023
Answer Example
"First and foremost, I was eager to jump on board the online banking format from its inception. The online format allows me to transfer funds between accounts and even deposit checks remotely without going into town to the physical bank. On top of online banking, I use online loan application services. I have found them easy to use and time-saving, as I imagine they are for your customers."
Written by Ryan Brunner on October 5th, 2020
Experienced Example
"I've found it helpful to have all my personal finance items with one institution. That includes loans, credit cards, and checking accounts. Recently, I've learned to take advantage of my institution's MMA and CD accounts. I love the ease and convenience of this aspect and would advocate them for your customers here at HSBC Bank if hired for this role."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"I use a bank account and I use my bank's online banking feature. It is extremely useful and convenient, and I can do cardless cash to withdraw without a card, handy in situations where I leave my wallet at home. Additionally, I can transfer between accounts and pay people through my phone using their phone numbers. I also term deposit some of my savings, making higher interest payments in exchange for not using the money. I find these banking features extremely convenient and I am sure HSBC customers will too."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
You do a good job of highlighting several products you utilize from your current bank and identifying the benefits of each. To strengthen your response, consider including a banking product that is unique to HSBC to demonstrate knowledge of the company.
Compatibility
10. How does this opportunity at HSBC Bank align with your ambitions?
What You Need to Know
Most banks have similar operating structures and company cultures. Interviewers ask this question to determine if you can differentiate HSBC Bank from its competitors and what makes you want to work for them. "Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to realize your ambitions. Come and work with us and you'll have opportunities to make connections all over the world and help build the bank for the future." Do your prep work and research the company. Where possible, relate your answer to HSBC's mission statement and core values, identifying how you align with their culture.
Written by Kevin Downey on April 1st, 2023
1st Answer Example
"I have heard from many friends and family members that your checking, savings, and loan services are top-notch. As I researched a great place to begin a career as a Teller, I was attracted to your core values of making a difference and taking ownership. As a person with the desire to be emotionally invested in my work, these are two things that I hold near and dear to my heart as well. If given the chance to join the team here at HSBC Bank, I would give it my all to be accountable to your customers in making a small difference in their day."
Written by Kevin Downey on March 25th, 2023
2nd Answer Example
"What I love about HSBC Bank and what draws me to this role here is your commitment to community service and advocating for the lower income class of our society. Many people with lower income and poor credit are often not given the same financial opportunities as others, and I feel great about the work you do for them. I am firmly rooted in community service and would be all in with these efforts if given the opportunity to join the team here at HSBC Bank."
Written by Kevin Downey on March 25th, 2023
Compatibility
11. Why is providing tailored customer service important? How would you make this a priority if hired for this role?
What You Need to Know
Every customer has a unique financial situation and personality, so a tailored approach is required to identify their needs and make them feel heard and valued. As a Personal Banker, HSBC expects you to tailor your approach to meet their needs. "We're here to use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our customers. We're bringing together the people, ideas, and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities, and the planet we all share." Share how you build relationships and establish trust with your clients.
Written by Kevin Downey on April 1st, 2023
1st Experienced Example
"As in my current industry, I understand that your customers have their own unique financial situations and needs. Because of that, I have to work with each person on their terms rather than taking the same canned approach with every customer I would work with. To provide the most tailored customer service possible, I would take the time needed to get to know my customers and their needs and then work with them moving forward toward their goals. As personal finance can often be frustrating, I would take my time to listen and understand my customer's frustrations to show that I truly care about helping them create a solid plan moving forward."
Written by Ryan Brunner on October 5th, 2020
2nd Experienced Example
"A tailored approach in customer is easy when you listen, listen, and then listen some more. By reflectively listening to my customers, I can get to know them by name, learn a bit about them and learn their financial goals for the near and long term. With that information, I can formulate the best-customized plan for them. I want my clients to know that my approach was created with their needs at the forefront. With that in mind, the customer has a much better chance of becoming a life-long customer at HSBC Bank."
Written by Kevin Downey on October 5th, 2020
Conflict
12. How would you handle a customer complaint over an overdraft fee?
What You Need to Know
As a Teller with HSBC, you will be expected to handle customers who come to you with issues. While their issues can stem from multiple reasons, your interviewer wants to know you have the wherewithal to handle these situations with patience and calm. Draw upon your experiences, your knowledge of HSBC, how you've handled customer issues directly, and how you would handle similar situations with HSBC Bank.
Written by Kevin Downey on April 1st, 2023
How to Answer
You need to understand how HSBC's overdraft program works. For example, in most cases, they don't charge fees, but rather interest on the amount borrowed. "Most current accounts allow you to apply for an arranged overdraft. This is an agreement in advance that you may borrow money when there is no money left in your current account. The arranged overdraft limit - which is the maximum amount you can borrow - is based on your credit rating and how much you can afford. There will usually be a cost for using an arranged overdraft in the form of interest and sometimes fees."
Written by Kevin Downey on April 1st, 2023
Entry Level Example
"In my current job, I often have to work with customers face to face when they enter our store with issues, and I would take the same approach here that I do with them. First, I listen intently to their complaints and explain what I heard. Then I use my best judgment to consider how to move forward to resolve their complaint. If the issue was a bad product, I would follow our return policies and assist the customer as best as I can. If their issue involves our service, I would direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard to learn the ins and outs of all aspects of HSBC Bank so I could be resourceful in working with customer complaints."
Written by Kevin Downey on October 5th, 2020
Experienced Example
"I know that in most cases, HSBC charges interest, not overdraft fees. Similar to a loan. So, if there was confusion surrounding this, I would clear it up with the customer. I also feel it would be important to hear the customer out and let them explain their situation. Most importantly, I would make it my priority to connect the customer with any available resources to help them prevent similar situations in the future. This lets the customer know that HSBC Bank cares about their financial well-being and is willing to help them moving forward."
Written by Kevin Downey on April 2nd, 2023
Conflict
13. How would you deal with an irate customer?
What You Need to Know
In the banking industry, strong communication skills, including diplomacy, mediation, empathy, and active listening, are highly desirable traits. Read up on HSBC's approach to customer service and code of conduct and ethics. Explore how your approach aligns with theirs when answering this question. "We take responsibility. What we do has a real impact on people's lives. We take this responsibility seriously. We set ourselves high standards and are each accountable for our actions. We always use good judgement. We build for tomorrow, today. We succeed only by taking the long view, by focusing on the sustainable interests of our customers."
Written by Kevin Downey on April 1st, 2023
Entry Level 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."
Written by Kevin Downey on October 5th, 2020
Answer Example
"I had a customer complain about waiting in line for so long on a busy Monday morning. She was so upset because 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, assuring her I would move as quickly as possible to complete her transaction. Listening and empathizing helped her to calm down and ease the tension."
Written by Kevin Downey on April 3rd, 2023
Customer Service
14. How do you support your customers and build long-term relationships with them?
What You Need to Know
To show that you can provide top-notch customer service in this role, talk about your interpersonal skills and how you provide a personalized experience for your clients. Explain how you communicate with respect and empathy and try to make an impactful experience. Describe what you have to offer as a financial services professional and demonstrate how you would be a trusted resource as a representative of their brand. "We have been supporting our customers for more than 150 years. The experiences of the past century and a half have formed the character of HSBC. We believe in capital strength, in strict cost control, and in building long-term relationships with customers."
Written by Kevin Downey on April 1st, 2023
1st Experienced Example
"With any customer, I take the time to get to know them and listen to their thoughts, concerns, and questions right from the start. I like to hold what I call an intake session to listen to all of these things. After hearing each customer out, I talk about what I can do to alleviate their concerns and answer their questions from the start. From that point forward, my customer service skills go the extra mile by staying in constant communication with my clients through either email or phone because I feel that over-communication is important right from the start. As humans, we have the desire to know what is happening all the time, and I make time to do this for my clients. Last, my customer service starts and ends with a positive attitude and a smile. I take pride in being a front-facing representative of my company and work my tail off to ensure that customers know my company is there for them."
Written by Ryan Brunner on October 5th, 2020
2nd Experienced Example
"In my experience, providing the best customer service comes down to doing the little things right. While often overlooked by some in our industry, a smiling face and simple conversations to get to know your customers can go a long way towards building a foundation for a great long-term relationship. I don't take these little things lightly. Even though I may be experiencing a huge workload or stress somewhere else on the job, I am focused and happy when I am face-to-face or on the phone with the client. At those times, they deserve 100% of my attention and focus, and they get that every single time."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"I have a great extent of experience in delivering first-class customer service. If I was given the position, I would communicate with my customers, asking questions and understanding what it is they need in order to provide the best advice or recommend them the most suitable product or service HSBC has to offer. At _____, I often have customers asking for product recommendations. I pay strong attention to detail about their dietary requirements and recommend products most suited for their needs."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great response! Your example highlights your interpersonal skills and ability to provide exceptional customer service. I would suggest a slight re-ordering of your points to ensure you are ending your answer with the connection back to HSBC.
"I have a great extent of experience in delivering first-class customer service. At ____, I often have customers asking for product recommendations. I pay strong attention to the details about their dietary requirements and recommend products most suited for their needs. If I was hired in the position of the teller, I would communicate with my customers, asking questions and understanding what it is they need in order to provide the best advice or recommend them the most suitable product or service HSBC has to offer."
Customer Service
15. How do you create value for your customers?
What You Need to Know
HSBC Bank looks to set themselves apart from their competition by delivering the best service possible in the industry. "We get it done. We create value for our customers and investors by always moving forward and making things happen." Discuss your work ethic and explain how you consistently go above and beyond the call of duty. Show that you follow through and take responsibility for your outcomes and commitments.
Written by Kevin Downey on April 1st, 2023
1st Experienced Example
"A couple of years ago, when I was working customer service in retail, a customer was looking for a discontinued item of clothing for her sick mother. The easy route would have been to look it up, tell her it was discontinued, and have her be on her way. Instead, I took down the customer's contact information and let her know I could contact the person who handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague tracked the item down from the supplier and had it shipped 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 customer's situation and knowing she was a loyal customer."
Written by Ryan Brunner on October 5th, 2020
2nd Experienced Example
"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 an upcoming stay for the musician. I proactively asked for their dining and entertainment preferences; 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 his extended stay. Before him leaving, his manager reached out to thank me for the great service!"
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"A year ago at _____, a customer approached me wanting to buy discontinued health food for his sick mother. Instead of just informing him that it was discontinued, I checked other stores for availability and got his number so I can contact him if the product is back on the shelves. I helped the customer because he has his own situation and I wanted to ease his life a bit, even if it means going the extra mile to find a product for him. Looking back, I knew that was the right thing to do; treating our loyal customers with care."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Excellent example of going above and beyond! Were you able to locate any more of the product for the customer in the end? If so, what was his reaction? Be sure to communicate the outcome to complete the story for the interviewer.
Customer Service
16. How would you define your brand of customer service?
What You Need to Know
Your interviewer asks this question to determine how your purpose statement aligns with theirs and what skills you will bring to this role. As you prepare for your interview, explore HSBC Bank's approach to customer service. "At HSBC, our values guide us in all our actions - from strategic decisions to day-to-day interactions with customers and each other."
Written by Kevin Downey on April 1st, 2023
1st Answer Example
"Having worked in retail my entire career, I have customer service engrained in my brain and know I have the skills necessary to be the best I can be for your customers. I have to be knowledgeable about products, pricing, and options to be able to answer any questions that come my way. I also need to be a great communicator and have excellent listening skills to get to the individual needs of each customer. In the banking world, I imagine competition between institutions is fierce, and often the main draw between your institution and a competitor is the excellent customer service you provide. If hired at HSBC Bank, I'd look forward to helping be this differentiating factor for existing and future customers."
Written by Ryan Brunner on October 5th, 2020
2nd Answer Example
"Customers in any industry have become more tech-savvy and self-aware now more than ever, and the service they are provided is often the key determining factor in where they take their business. I'm sure HSBC Bank puts a lot of time and resources into training staff in customer service skills. Coming into this role, I have a lot of extensive training in customer service. In the past few years, I've attended online and in-person training on telephone customer service, upselling skills, and the generational gaps in customer service expectations. I would love to showcase my skills with your customers here at HSBC Bank."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"HSBC solely relies on customers and clients to stay open and continue the business. As such, it is imperative that HSBC personal banking consultants provide first-class customer excellence. Customers' satisfaction and trust are some of the many reasons why HSBC is a fast-moving company, and I believe I have what it takes to deliver customer service for HSBC. In my current position at Coles, I adopt the same mindset and I always ensure any customer I assist walks away satisfied with their visit."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
You are certainly correct that customers are integral to the success of a bank, and a positive experience is vital to generate repeat business. Good job! To further strengthen your answer, discuss the interpersonal skills you would bring to the role of the teller to ensure you provide first-class customer excellence.
Diligence
17. What would you do if you saw a colleague breaking company policy? What if they were stealing something as little as $5?
What You Need to Know
While this may seem like a question with an obvious answer, your interviewer wants to hear how aligned your values are with theirs and whether your brand of honesty and integrity is compatible with theirs. "We set ourselves high standards and are each accountable for our actions. We always use good judgment. And if something doesn't feel right, as colleagues we speak up and act."
Written by Kevin Downey on April 1st, 2023
Experienced Example
"If I saw a colleague being unethical and breaking company policy, I would confront them right away in a professional manner. Using my best judgment, I would escalate it to a manager if necessary, especially in the case of theft. Last year, a coworker was excluding the necessary steps of our nightly cash-counting procedures. While she may have been doing things accurately in the end and just trying to save time, I talked to her about the importance of taking all necessary steps regarding accuracy. She thanked me for my input and always used our steps from that point forward."
Written by Ryan Brunner on October 5th, 2020
User-Submitted Answer
"I would confront them professionally about respecting and following company policy and in a stealing situation, I would escalate that matter to my supervisors as it has become a legal matter that affects the company. At ____, I have seen colleagues shelving improperly to save time, and I confronted them professionally and told them the importance of upholding organized filling standards. If working at HSBC, I would do whatever I can to uphold company standards and maintain HSBC's strong reputation."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Your approach to the hypothetical situation is a good one, and it conveys a commitment to honesty - an extremely important quality in the banking industry. The example you provide will assure the interviewer of your character and high moral standards. Nice work!
Diversity
18. How do you feel about working with people from communities from different backgrounds than your own?
What You Need to Know
Your interviewer is trying to assess your cultural competence. Their customers will come from all walks of life, and you will be expected to exemplify excellent customer service, working with them empathetically. "The greater our empathy and diversity, the better we reflect the worlds of our customers and communities - and the better we can serve them." Talk about how you value diversity in your personal and professional life and give an example of a time you worked in a diverse community and thrived. Your interviewer is looking for a candidate with an open mind and heart and a universal and unbiased approach to customer service.
Written by Kevin Downey on April 1st, 2023
1st Experienced Example
"In my current role in sales, I work with customers from different economic and cultural backgrounds. My personality suits a sales-based role well because I can personally connect with any person I work closely with. 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 situations and as long as the customer leaves satisfied with a smile on their face, I know it was a job well done."
Written by Kevin Downey on April 2nd, 2023
2nd Experienced Example
"In my current position, I work with customers from all different nationalities and walks of life. As a very young adult taking this job from a small, non-diverse town, it was intimidating at first. But from day one on that job, I grew to appreciate and see that connecting with individuals that are different from me is beneficial to society as a whole. If hired in this role, I understand that I would be working with a very diverse customer base, and I'd be able to do so in a very empathetic and understanding manner."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"I value equal representation and I pride myself on living in a multicultural nation that values diversity. I have worked and will continue to work with individuals from all backgrounds. I respect our differences and at ____, I always try to ensure that everyone feels comfortable and united in the workplace no matter their background. At HSBC, I will do the same and if I get the job, I will treat everyone with respect and communicate with them to succeed as a team."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Good answer! It sounds like you have an appreciation for diversity, and you do well highlighting your experience working with individuals from a variety of backgrounds. To further strengthen your response, consider also briefly discussing your experience working with diverse customers.
Diversity
19. Our Personal Bankers work with clients from all different walks of life. How well do you work with diverse personalities?
What You Need to Know
"We champion inclusivity. We listen. We remove barriers. And we seek out views different from our own." Your interviewer is curious about your approach to teamwork, innovation, and collaboration and whether you can tailor your approach to working with many personalities. Feel free to offer examples of times you had to work with different personalities and how those experiences enriched or helped you grow.
Written by Kevin Downey on April 1st, 2023
1st Experienced Example
"I believe that a diverse team and work environment benefits the greater good of the organization by bringing different perspectives to decision-making processes. My first job out of school was with a company that lacked diversity, and it struggled because of a lack of new ideas and a lack of value for others. Since that job, I have worked at companies and on very diverse teams, and I enjoyed learning and growing from others from different backgrounds than me."
Written by Kevin Downey on April 2nd, 2023
2nd Experienced Example
"I 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 ranging from C-Suite Executives to entry-level employees making close to minimum wage. I can connect with and relate to any individual on a personal level, as this is so important in the financial field. If hired here at HSBC Bank, this ability would greatly help your customers that need personal banking advising."
Written by Kevin Downey on October 5th, 2020
Education
20. How has your education prepared you for this opportunity with HSBC Bank?
What You Need to Know
Share some highlights from your relevant high school, college, or university courses or on-the-job training. Explain how those experiences enhance your performance. Also, feel free to share where you would like to take your education next, whether formally or by other means. Spend time researching what educational opportunities HSBC offers their employees and how this factored into your pursuing this opportunity. "We give our people the option to train, upskill and obtain qualifications in a way that's right for them. We offer on-site HSBC University training in the UAE, Mexico, and the UK, online courses, and opportunities outside the classroom through volunteering. We are working to ensure everyone has the skills needed for the jobs of today and tomorrow."
Written by Kevin Downey on April 1st, 2023
Entry Level 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 HSBC Bank and advise clients on important financial decisions. I am also interested in furthering my education through the opportunities HSBC provides their employees."
Written by Kevin Downey on April 2nd, 2023
Answer Example
"Most 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. These courses will help me in this role with HSBC Bank because you are customer service focused and need employees who understand banking-related concepts and calculations."
Written by Kevin Downey on October 5th, 2020
Education
21. How do you stay current on financial news and changes in the banking industry?
What You Need to Know
Due to competition within the banking industry, HSBC Bank strives to stay relevant by adapting its products and services to meet its customers' needs. Their ideal candidate will prove to be a trusted source of information for their clients. When answering this question, feel free to volunteer the different sources of news and information you rely on. But also be sure to explore HSBC's news and media pages and their webpage they call Insights, where you can "Read the latest views from HSBC experts and analysis from our economists." The topics they cover that you can read up on are "Asia, Digital and innovation, Economic insight, Enterprise, Future of work, Green finance, Making banking safer, Personal finance, Sustainability, Trade and investment, and Insight alerts."
Written by Kevin Downey on April 1st, 2023
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 the latest trends. I also enjoy reading the latest books with a financial scope and listening to financial advice. I also follow HSBC Bank on Twitter, keep abreast of relative headlines, and read their Insights on their website."
Written by Kevin Downey on April 2nd, 2023
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 every week. I understand the importance of staying on top of the latest trends and news in the banking industry."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"Studying finance in university, I found it important and useful to read about any financial trends or changes. Staying informed is extremely important in order to help HSBC customers to the best of your ability. I read the finance section of news websites and I also follow HSBC on Twitter and LinkedIn for any updates or news."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
LinkedIn and Twitter are excellent resources for industry-related news, trends, and information. To offer your interviewer more specific details, I suggest naming a couple of the specific news websites you are read regularly. Also, in the second sentence of your response, you move from "I" to "you" language. Try to stick to first-person pronouns (I, me, my) so your answer remains personalized to you. I have offered a slight revision below.
"While studying finance in university, I found it important and useful to stay up-to-date on financial trends and changes in the industry. I like to read the finance section of news websites"¦ (such as?). I also follow HSBC on Twitter and LinkedIn for any updates or news. I recognize that staying informed is extremely important, and will enable me to help HSBC customers to the best of my ability."
EQ
22. Tell me about the last time you demonstrated integrity.
What You Need to Know
Your interviewer is curious how your brand of integrity aligns with theirs. How you answer this question can indicate whether you are the right choice for them. "At HSBC, we act with integrity in the financial markets we operate in, acting in our customers' interests. Our Conduct Approach guides us to do the right thing and to focus on the impact we have on our customers and the financial markets in which we operate. It complements our purpose and values."
Written by Kevin Downey on April 1st, 2023
Answer Example
"In my last role, I was responsible for reconciling the banking at the end of the day. Last month, there was an overage, and I demonstrated my true character by reporting this to the management. We partnered to research where this happened and collaborated to coach the team member who caused the error. We adjusted the accounts accordingly."
Written by Kevin Downey on April 3rd, 2023
Experienced Example
"Every successful day in the banking industry is an opportunity to show that I am trustworthy. In my five years within banking, I have never been involved in a discrepancy."
User-Submitted Answer
"I was the 2019 Events Manager for the __________. Part of my duties was to collect cash payments and report them. I have never once had a discrepancy on my end and I always ensured that my customers received a proper tax invoice and the club's balance sheet was always updated immediately."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
This is an excellent example to share in response to the question. The fact that you never once had a discrepancy demonstrates you are reliable and dependable.
EQ
23. How would you respond to a customer complaint?
What You Need to Know
Your interviewer is curious about how you approach customer complaints. How you answer could inform them of your emotional intelligence, professionalism, and how effectively you would help resolve their customer's issues. "We understand our customers' needs and recognize the long-term interests of customers. We service customers' ongoing needs and put it right if we make a mistake, ensuring products and standards of service continue to have a positive impact."
Written by Kevin Downey on April 1st, 2023
1st Experienced Example
"A customer called me very frustrated about an issue with their bank account. I listened and told them I would be happy to help. I asked more questions to understand the problem and then gave them a suggestion once I had a better idea of what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for HSBC Bank."
Written by Kevin Downey on April 3rd, 2023
2nd Experienced Example
"Each customer complaint is unique; however, I have been trained to handle them all with the same method. Listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."
User-Submitted Answer
"I would remain calm and continue responding to the customer in a professional manner while assisting to the best of my abilities. At ____ during the panic buying stages, I would get customers frustrated with the lack of products, especially toilet paper on shelves. I would calmly assure them that we are trying our best to keep up with consumer demand and that more stock will arrive in due time. I can handle customer complaints professionally and I will try to understand customers' points of view in order to assist them to the best of my abilities."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great answer! Your example will assure the interviewer that you are able to handle customer complaints effectively. Consider revising your concluding sentence to bring it back to the opportunity you are applying to. For example: "I can handle customer complaints professionally, and look forward to the opportunity to assist customers in the same way when I work as a teller for HSBC Bank.".
EQ
24. When was the last time you took responsibility and held yourself accountable for your own actions?
What You Need to Know
This question can be interpreted in two ways. The first is whether you follow through on your commitments, showcase integrity and stay true to your word. For example, you don't offer empty promises to your client or coworkers, and, as HSBC puts it, you "get it done." Or, this question can be interpreted as taking responsibility for your actions and owning up to your mistakes when you make them. As HSBC puts it, "We take responsibility. What we do has a real impact on people's lives, communities, and the planet. We take this responsibility seriously. We set ourselves high standards and are each accountable for our actions. We always use good judgment. And if something doesn't feel right, as colleagues, we speak up and act." Both attest to your character and your integrity.
Written by Kevin Downey on April 2nd, 2023
How to Answer
The best approach is to showcase your emotional intelligence and explain how you follow through on your commitments with a strong work ethic, identify your mistakes as you make them, and recognize them as growth opportunities. Show how you learn from your mistakes and stay true to your word when you say you won't make the same mistake again. When you take ownership of your mistakes, no one can hold them over you, and there is no shame in admitting them. It showcases your strength of character. However, it is best to avoid volunteering any mistakes you've made that might raise concern that you would be a liability in this role, such as not protecting the company's assets or not being able to perform a required function for the role.
Written by Kevin Downey on April 2nd, 2023
Entry Level Example
"I had a sticky key on my keyboard and didn't address it quickly enough before I completed a mortgage application for a new client. I'd finished everything, and the whole thing took a little time. But my manager was a little disappointed when they reviewed it because the amount of the loan had dropped a figure, thanks to the sticky key on my keyboard. I apologized, grabbed a can of compressed air and fixed the key, and then quickly adjusted the report, which didn't take too much rework. But now I am always more thorough in proofing my work and take better care of my equipment to ensure such mistakes don't happen again."
Written by Kevin Downey on April 2nd, 2023
Experienced Example
"I was working with an important client with a complicated financial question, and they said they needed an answer quickly. It was a busy day, and I knew if I promised to call them back, my supervisors might steer me toward other priorities. However, I was on this call with this client, so they were my responsibility at that time, no one else's, and I am responsible for my actions, so I told them to stay on hold and get them the answers they needed shortly. So I quickly went to my supervisor, who immediately expressed they were glad to see me and started to rocket all of these tasks they stated as a top priority, and I had to get them done now. But I explained I couldn't yet, since I had so-and-so on the phone. But I promised I would get on those other tasks swiftly as soon as I followed through on helping our client. This did the trick, and I was able to recruit the necessary help to get those answers."
Written by Kevin Downey on April 2nd, 2023
Experience
25. Do you have experience detecting counterfeit cash or checks?
What You Need to Know
Over the years, the banking and retail industries have had to invest a lot in detecting fraudulent checks and counterfeit money as fraudsters have become savvier and savvier in making their counterfeit currency look real. If you don't have direct experience working with the different detection techniques, do as much research as possible before your interview to speak knowledgeably about the different ways money is being counterfeited and the steps banks are taking to counteract it. If you have knowledge and experience, talk about the tools you've used to prevent the passing of counterfeit money up to this point in your career. Most importantly, showcase your attention to detail and the efforts you go to protect your company's assets.
Written by Kevin Downey on April 2nd, 2023
Entry Level Example
"While I don't have hands-on experience handling cash or check transactions in my prior work, I am familiar with the ways the treasury department is marking bills now to prevent counterfeiting. I would know how to look for specific watermarks on each bill, the raised printing, and the color-shifting ink on the numerals in the lower right corner. If hired on the team here at HSBC Bank, I would want to learn more about fraudulent checks and what measures I would need to put in place in this role to help ensure that none passed through my hands."
Written by Kevin Downey on October 5th, 2020
Answer Example
"As a cashier in high school, I used the counterfeit pen for $20, $50, and $100 bills. I also received a briefing on new currency when it is released, like the new bills with holographs. If hired for this role, I'd look forward to being trained and learning more about the advancements in counterfeiting and how this role would help negate that."
Written by Ryan Brunner on October 5th, 2020
Experience
26. How would you help a customer get started on their goals to increase their savings?
What You Need to Know
Your interviewer is curious about the tailored approach you would use with their customers, as the range of their clients' needs varies. "Our customers range from individual savers and investors to some of the world's biggest companies, governments, and international organizations. We aim to connect them to opportunities and help them to achieve their ambitions."
Written by Kevin Downey on April 2nd, 2023
How to Answer
Dig into the products and services they offer and how they compare with similar products and services you are familiar with from your personal or professional life. Align your values with theirs. As their mission statement says, their aim is "opening up a world of opportunity. We're here to use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our customers."
Written by Kevin Downey on April 2nd, 2023
1st Answer Example
"After doing my due diligence in getting to know the customer's needs, 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 every month. Customers are often dumbfounded by how much they spend wastefully. While the customer makes the final decisions about how to handle it, I can use my expertise to help guide them on their savings journey."
Written by Ryan Brunner on October 5th, 2020
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 or money market accounts with HSBC Bank."
Written by Kevin Downey on October 5th, 2020
Experience
27. Tell me about your cash-handling experience.
What You Need to Know
An employee entrusted with a company's assets is often a desirable candidate. If you have been a key holder or were entrusted with high-level cash handling, advertise the scope of your responsibilities and the measures you took to protect your company's assets. Share some of the details of your experience in cash handling that are most relevant to the position.
Written by Kevin Downey on April 1st, 2023
Experienced 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 HSBC Bank cash handling procedures."
Written by Kevin Downey on April 3rd, 2023
Answer Example
"Most of my cash handling experience is from 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."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"As the 2019 events manager, I collected cash payments, handed out invoices and updated the club's ledger. I never once had a discrepancy and I was always honest with cash handling. I am excited to learn more about HSBC's cash handling procedures."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Excellent! Good job revising the Mock Questions answer example in a way that personalizes it to your experience.
Experience
28. What sets your mortgage loan experience apart from our other candidates?
What You Need to Know
If you are competing for a Loan Consultant position with HSBC Bank, you will be tasked with guiding clients through the complete mortgage process. "We're here to help with your mortgage needs. Mortgages tailored for you. Home loans designed with features to help meet your personal needs." Your interviewer can have a good sense of your experience by looking at your resume, but they're looking to get more details on your mortgage closing experience by having you talk in detail. Discuss your specific experience and tie what you can do to this role with HSBC Bank.
Written by Kevin Downey on April 1st, 2023
Pro Tip
If you are not competing for such a position, you should still familiarize yourself with all their products and services. The more cross-functional you are, the more ideal a candidate you'll seem.
Written by Kevin Downey on April 1st, 2023
Answer Example
"As you can see from my resume, my current role involves a lot of detail in the loan closing process for the customers I work with. I assemble and prepare closing documents and coordinate the details of the closing process when all terms of the sale are met. In this role with HSBC Bank, I think the hands-on approach I currently take with my customers would suit your clients well because I take the time to work with them one-on-one and never hesitate to provide top-notch customer service to any person I work with."
Written by Ryan Brunner on October 5th, 2020
Experienced Example
"Having been in the mortgage business for over ten years, I have vast experience in seeking personalized mortgage options for clients and walking them through the loan process. I am familiar with processing the necessary loan closing documents in several states and know all the fine details required to ensure there are no hiccups in the process for clients. This experience would allow me to hit the ground running in this role here at HSBC Bank."
Written by Kevin Downey on October 5th, 2020
Job Satisfaction
29. How well do you work in a routine and regimented environment?
What You Need to Know
Most jobs have aspects that can grow monotonous over time. Your interviewer is assessing whether your personality thrives on such work to predict whether you'll find job satisfaction or burn-out. So closely examine the job you are applying for and identify the aspects of the job that seem relevant to this question. Ask yourself how well you perform at those tasks. Additionally, do your homework, and determine which of those tasks HSBC has automated. Recently, HSBC has put great efforts into freeing up their associates from those aspects of the job, so they may better focus on the customer and perform more efficiently as a high-caliber professional. "Part of HSBC's effort in banking automation is to free up customer service associates to focus more on the customer service experience."
Written by Kevin Downey on April 2nd, 2023
1st Answer Example
"I would have to say that I handle routine work very well. In my current role, most of my day is handling routine labeling and shipping tasks. By staying in the moment and remaining focused on my work, I ensure that I take all necessary steps every time to ensure that my customer's needs are satisfied every time. In this role, the customers at HSBC Bank rely on accuracy and timeliness, and I would bring that in any duty I was tasked with."
Written by Ryan Brunner on October 5th, 2020
2nd Answer Example
"A customer-focused approach is important in any work I do; it is extremely important for routine tasks. While my current position has a lot of routine tasks that I handle every day and week, understanding why these tasks are important helps me to stay on track and on time with them. If hired to join the team at HSBC Bank, I would make sure that the focus of my orientation would be to understand how each job duty positively influences the customers I interact with."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"Routine tasks are part of the job and I am able to stay focused and maintain strong attention to detail. At every shift at _____, I always unbox products and shelve them repeatedly. However, I am able to maintain speed and focus, ensuring that I shelve products neatly and properly while being able to assist customers professionally. If I get the job, I will do the same, stay focused and continue delivering customer excellence for HSBC"
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
This is an excellent answer! It's clear you recognize the importance of completing repetitive tasks consistently, and you do well to connect your past success in these areas to your ability to do so in the future position.
Organizational
30. How do you stay organized?
What You Need to Know
Your interviewer hopes to learn more about your work style, work ethic, and systems approach. This includes your organization and time management skills and attention to detail. Share a few of the tools or methods you've developed for yourself that have helped you to be a high performing professional.
Written by Kevin Downey on April 2nd, 2023
1st Answer Example
"I prioritize my workload against deadlines to stay organized, always putting the needs of customers first."
2nd Answer Example
"I work closely with my peers to share responsibilities and ensure key tasks are delegated, should there be an important deadline to consider."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"I have a to-do list that I use to keep track of what I need to do when they are due and which have given priority. I try not to overload my list in case I need to make any necessary adjustments. As the events manager, I relied on a to-do list when going through the event planning stages. When planning for camp, organizing food was more time-sensitive than activities, and as such, I left that task for the second half of the week while I focused on food first."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Great response! It sounds like you have established an organizational method that works for you, and you offer past examples to support their efficiency!
Performance Based
31. Do you know what HSBC stands for?
What You Need to Know
The interviewer asks this question to determine how much you know about the company. How well you answer this question will ultimately inform them of your work ethic. Most companies are looking for those candidates who are overachievers. So, when answering questions regarding the company's history, most of which can be found on its website, try to go the extra mile and volunteer some other fun information in addition to what was asked.
Written by Kevin Downey on April 2nd, 2023
1st Answer Example
"HSBC is an acronym for The Hongkong and Shanghai Banking Corporation, which was the founding member of the bank in 1865. I enjoyed reading about HSBC's history on your website. I loved the part about the comic author, P.G. Wodehouse, working for the company and showing up to work late 20 times."
Written by Kevin Downey on April 2nd, 2023
2nd Answer Example
"It stands for The Hongkong and Shanghai Banking Corporation. I have a question about HSBC's house flag, about the red and white hexagon symbol. Your webpage discussing the company's 150-year history says this part of the original house flag was based on the cross of Saint Andrew. What's the significance of that?"
Written by Kevin Downey on April 2nd, 2023
Problem Solving
32. Describe a difficult problem and how you approached it.
What You Need to Know
Your interviewer hopes to assess your problem-solving skills and whether you can think quickly on your feet or grow overwhelmed by the stress of obstacles, causing you to suffer from task paralysis. They advertise online that they are looking for "a team player who thrives in a fast-paced and dynamic retail banking environment." Examine the job description for guidance on some of the challenges you could face in this role. This will help you keep your example relevant to the position. Showcase your ability to think quickly on your feet and come up with outside-of-the-box solutions.
Written by Kevin Downey on April 2nd, 2023
Entry Level Example
"While attending university, I was assigned a group project with a group of less-than-motivated individuals. My grades and performance were significant, so I approached the group with a leadership and mentorship mentality. I uncovered what motivated everyone on the team and took the initiative where others would not."
Written by Kevin Downey on October 5th, 2020
Answer Example
"I took a client call with a history of poor customer experiences with the organization. One after another, the customer was frustrated by our banking processes and voiced their concerns unpleasantly. I took the initiative to listen and understand their frustrations, then partnered with the different departments in the company to resolve the concerns and save the customer relationship."
Written by Kevin Downey on April 3rd, 2023
Problem Solving
33. How would you address a customer’s question you didn’t have the answer to?
What You Need to Know
How you answer this question will indicate how resourceful you are and whether you are self-managed in your work. Many of their positions advertise they are looking for "a self-starter who can work independently and under minimal supervision." They also advertise they are looking for candidates who are "customer-oriented with strong interpersonal and communications skills. Some careers have more impact than others. If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be." In situations where you are asked questions you don't have the answers to or aren't qualified to answer, you'll need to retain the client's faith and trust in your abilities, not only as a financial services professional but as a representative of HSBC Bank.
Written by Kevin Downey on April 2nd, 2023
1st Answer Example
"In my current role in Customer Service with Metropolis' largest automotive dealership, I frequently get asked questions that our sales, finance, and service staff have to give the final stamp of approval. In these situations, I can prepare the customer for speaking with the right person while assuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."
Written by Ryan Brunner on October 5th, 2020
2nd Answer Example
"If I didn't know an answer, I would assure the client that we have the right staff to help them quickly and efficiently. I would communicate to the customer what the next step would be and put them directly in contact with someone or take their contact information and have someone get back to them. In the end, setting the right course and timeline would be important for every customer when I faced this situation."
Written by Kevin Downey on October 5th, 2020
User-Submitted Answer
"I would assure the client that we will help them to the best of our ability. I would then attempt to solve the problem myself by using any given resources such as HSBC resources and calling other departments before going to my supervisor for further assistance. At my current job, if I cannot find the item that the customer was after, I would check our inventory or when we will have stock and then inform and assure the customer."
Written by an Anonymous User
Our Professional Interview Coach
Chad Wilson Reviewed the Above Answer
Assuring the customer that you will work to resolve the problem, or answer their question, is a great first step. However, to answer the question accurately, consider focusing the majority of your answer on the steps you would take to handle the situation if you were unable to do so by yourself.
Salary
34. What kind of compensation are you looking for?
What You Need to Know
Although it is important to use your current salary as a starting point to establish your professional worth, when competing for a position with HSBC, you'll want to back up your professional worth through your performance and your track record for success in your field. Examine what they value and attribute to professional worth. Here is some of what they state regarding their pay strategy:
"Our pay strategy is designed to attract and motivate the very best people. We aim to attract and motivate the very best people who are committed to maintaining a long-term career with us and to performing their role in the long-term interests of stakeholders. We aim to: Focus on total compensation with a strong link between pay and performance. Judge not only what is achieved but also how it is achieved, and whether it is in line with the HSBC Values. Recognize and reward our employees for outstanding positive behavior. Apply consequence management to strengthen the alignment between risk and reward."
Written by Kevin Downey on April 2nd, 2023
Entry Level Example
"I am very focused on my development and would like to achieve a pay scale and promotion to XYZ position within five years. Currently, I am earning $$$."
Written by Kevin Downey on April 2nd, 2023
Experienced Example
"I have been promoted past my peers, and very team-oriented and have upstanding values and a great deal of integrity. Although I am very interested in advancing my career, I do so only through loyalty and a strong focus on the goals of the company and my clients. My current salary is $$$$ with an annual increase of 3% twice a year. I have a generous benefits package and stock options as well. I noticed the pay scale of $$$-$$$ for this role, and I am curious what your current budget is and how many additional teammates you are looking to hire this year."
Written by Kevin Downey on April 2nd, 2023
Teamwork
35. How do you build your relationships at work?
What You Need to Know
This question helps your interviewer learn more about your personality and how well you would fit into their culture and environment. Even if you perform well and get hired for the position, you'll have to prove yourself and earn the trust of the others on your team who were there before you. So examine and relay how you've built the trust of your coworkers and clients in the past, and determine how aligned your methods are to theirs.
Written by Kevin Downey on April 2nd, 2023
Focus Your Answer On
HSBC says on its website, "Learning fuels innovation. It empowers us to embrace change and break down barriers so everyone has access to opportunities. We're empowering our people to learn with and from each other, our customers, and our partners. We encourage collaboration, the pursuit of new skills, and diverse thinking through our extensive training and mentoring programs. We use our collective capacity to innovate and find new opportunities to shape the future both inside our organization and in wider society."
Written by Kevin Downey on April 2nd, 2023
Entry Level Example
"Actions speak louder than words when it comes to earning trust and building relationships. So, I do all I can to prove myself as a trusted resource and am true to my commitments and my word. I have a great attitude and a lot of integrity, and it shows in everything I do."
Written by Kevin Downey on April 2nd, 2023
Experienced Example
"I try to build trust through transparency and humility. I do what I can to learn about each member of my team, as well as each client. I am transparent about myself, answer and ask questions, and take advice to heart, whether solicited or not. I am open to feedback and will always take it to heart. Even if the feedback isn't constructive, I will take what I can and learn from it."
Written by Kevin Downey on April 2nd, 2023