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HSBC Bank Interview
Questions

27 Questions and Answers by Ryan Brunner
Published October 5th, 2020 | Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.
Job Interviews     Companies     Money     Banks And Thrifts    

Question 1 of 27

As a Personal Banker with HSBC Bank, why is providing tailored customer service important? How would you make this a priority if hired for this role?

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Interview Questions

1.

As a Personal Banker with HSBC Bank, why is providing tailored customer service important? How would you make this a priority if hired for this role?

In the banking industry, customers all have very unique financial situations and personality types so a very customized approach is required to make each customer feel valued. In this role as a Personal Banker, your customers will expect that you tailor your approach to meet their needs. As you answer this question, be sure to talk about the ways that you get to know your customers to best work with them. On top of that, explain the importance of taking an empathetic approach with your customers and talk about why an empathetic approach is important when working with a customer on their financial needs.

Ryan's Answer #1

"As in my current industry, I understand that your customers here at HSBC Bank all have their own unique financial situation and needs in how I would work with them. Because of that, I have to work with each person on their own individual terms rather than taking the same canned approach with every customer I would work with. To help 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 in their goals. As personal finance can often be frustrating, I would take my time to listen and understand my customer's frustrations as well to show that I truly care in helping them create a solid plan moving forward."

Ryan's Answer #2

"A tailored approach in customer is really easy when you listen, listen and then listen some more. By reflectively listening to my customers, I'm able to get to know them quickly by name, learn a bit about them personally and learn their financial goals for the near and long term moving forward. With that information, I can them formulate the best customized plan for them and that is very important for them to know that my approach was created with their needs at the forefront. With that in mind, the customer then has a much better chance of becoming a life-long customer at HSBC Bank."

2.

What are your thoughts on working in a position here at HSBC Bank that had a lot of routine tasks each day?

A position as a Teller with HSBC Bank will entail many job functions that can get repetitive from day to day and your interviewer is looking to hear that you are able to perform these tasks with focus and ease each day that you are required to. As you prepare for and answer this question, be sure to talk about past positions where you've thrived with routine tasks. As well, keep your answers focused on the positive by explaining why these routine tasks are important and how you always pay attention to detail no matter how mundane a task may be.

Ryan's Answer #1

"I would have to say that I handle routine work very well. In my current role, a majority of my day is handling routine labeling and shipping tasks. By staying in the moment and remaining focused in my work, I ensure that I take all necessary steps each and every time to ensure that my customer's needs are satisfied each and every time. In this role, the customers at HSBC Bank rely on accuracy and timeliness and I would be able to bring that in any duty that I was tasked with."

Ryan's Answer #2

"For me, an end goal, customer focused approach is important in any work that I do and it is extremely important for very 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 for me to understand how each job duty positively influences customers that I interact with."

3.

Our clients here at HSBC 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?

HSBC Bank 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!"

4.

Tell me about your cash handling experience.

Share some of the details of your experience in cash handling, which are relevant to the position.

Ryan's Answer #1

"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."

Ryan's Answer #2

"The majority of my cash handling experience includes 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."

5.

At HSBC Bank, we value diversity in our customer base and on our team. How do you work effectively with people from different backgrounds ?

In any interview that you experience, a diversity related question is likely to come your way. This is no different at HSBC Bank because in the banking industry, customers will come from all walks of life and you will be required to work with them effectively. To give your interviewer the greatest sense in your answer, talk both about how you value diversity in your personal and professional life and give an example of a time you worked with a diverse team of people and thrived. In the end, your interviewer will be looking to hear that you will join the team at HSBC Bank with an open mind and open heart.

Ryan's Answer #1

"I am a firm believer that a diverse team and work environment benefits the greater good of the organization by bringing many different perspectives to decision making processes. My first job out of school was with a company that lacked diversity and it really struggled because of lack of new ideas and a lack of value for others. Since that job, I have worked at companies and on teams that were very diverse and I really enjoyed being able to learn and grow from others from different backgrounds than me."

Ryan's Answer #2

"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 to me. But from day one on that job, I've really grown 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."

6.

In your mind, why is it important that HSBC Bank focuses on customer service?

The customers are the lifeblood of a bank and without them, HSBC Bank wouldn't be able to thrive or possibly even stay open for business. With this question, your interviewer will be most interested in hearing why you believe that customer service is important for this role as a Teller and then hear what skills you will help bring to this role. As you prepare for your interview, be sure to think about your prior customer service experience and think of ways that you can draw upon that experience in this role with HSBC Bank. In the end, make sure that your interviewer walks away from your conversation confident in your ability to provide the best customer service possible.

Ryan's Answer #1

"Having worked in retail for all of my career up to this point, I have customer service engrained in my brain and know I have the skills necessary in this area 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 and all questions that come my way. I also need to be a great communicator and have excellent listening skills to really get to the individual needs of each customer. In the banking world, I imagine that competition between institutions is fierce and often the main draw between your institution and a competitor is the excellent customer service that you provide. If hired at HSBC Bank, I'd look forward to helping be this differentiating factor for existing and future customers."

Ryan's Answer #2

"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 that 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 trainings on telephone customer service, upselling skills and the generational gaps in customer service expectations and would love the opportunity to showcase my skills with your customers here at HSBC Bank."

7.

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

To show HSBC Bank that you are reliable share an example from your work experience that is relevant to the position.

Ryan's Answer #1

"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. Together, we partnered to research where this happened and collaborated to coach the team member who caused the error. We adjusted the accounts accordingly."

Ryan's Answer #2

"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."

8.

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

Due to the competition within the banking industry, HSBC Bank strives to stay relevant by adapting their products and services to meet customer needs. Consider reading some news articles, press releases, or blogs, to learn more about the industry.

Ryan's Answer #1

"I am interested in learning about helping my customers with their investments. I like to read financial blogs to stay on the cutting edge of latest trends. I also enjoy reading the latest books with a financial scope and listening to financial advice. I also follow HSBC Bank on Twitter and keep abreast of relative headlines."

Ryan's Answer #2

"I am an avid reader, and my top go-to books for banking related knowledge are A, B, and C. I also listen to a few investment-related podcasts on a weekly basis. I understand the importance of staying on top of the latest trends and news in the banking industry."

9.

Suppose you were on the job here at HSBC Bank and a customer came in to complain about a fee charged for an overdrawn account. How would you handle the situation with that customer?

As a Teller with :company, an important job expectation will be for you to handle customers that come to you with issues. While their issues can stem from a majority of reasons, your interviewer wants to know that you have the wherewithal to handle these situations with patience and a sense of calmness. As well, they'll be looking to hear that you have the ability to pull from the resources available to you to help resolve the situation. As you answer the hypothetical question, don't hesitate to draw upon past experiences where you've handled customer issues directly and use your experience in those to help project how you would handle similar situations with HSBC Bank.

Ryan's Answer #1

"If in this situation on the job here at HSBC Bank, I feel it would be most important to hear the customer out and let them explain their situation. Then, I would talk about the bank's policies on overdrawing accounts and explain that there is no wiggle room within those policies. Most importantly, I would make it my responsibility to connect the customer with any available resources to help them prevent similar situations in the future. This helps the customer know that HSBC Bank cares about their financial well-being and is willing to help them moving forward."

Ryan's Answer #2

"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 actively listen by explaining to them what I heard. Then I have to use my best judgement at hand to consider how to move forward to resolve their complaint. If the issue was a bad product, I follow our return policies and assist the customer as best as I can. If their issue involves our service, I direct them to the appropriate manager to resolve their situation. If hired for this role, I would work hard from the start to learn the ins and outs of all aspects of HSBC Bank so I could be resourceful in working with customer complaints."

10.

In your own personal life, what banking products do you use and what benefits do you see in using them?

With this question, your interviewer is seeking to first see what types of banking products you are familiar with by having you talk knowledgeably about the products that you use. Then, under the surface, your interviewer will be looking to see how you can help sell similar services to the customers at HSBC Bank if you were hired for this role. As you answer the question, try to take a salesperson type of approach by highlighting the features and benefits of the services that you utilize with your current bank. Explain how they help you become more effective and efficient with your finances to really help your interviewer see that you have the sales type of approach if hired for this position.

Ryan's Answer #1

"First and foremost, I was very glad to jump onboard the online banking format from its inception. The online format allows me to transfer funds between accounts and even deposit checks remotely without having to take a trip to town to the physical bank. On top of online banking, I definitely use online loan application services as well. I have found them to be super easy and timesaving for me as I imagine they are for your customers."

Ryan's Answer #2

"I've really found it helpful to have all of my personal finance items with one institution. That includes loans, credit cards and checking accounts. And recently, I've learned to take great advantage of both MMA and CD accounts with my institution. I just really love the ease and convenience of this aspect and would be a great advocate of this for your customers here at HSBC Bank if hired for this role."

11.

Do you have any experience or knowledge in detecting counterfeit cash or checks?

Over the years, the banking and retail industries have had to invest a lot into the detection of fraudulent checks and counterfeit money as fraudsters have become more and more savvy in the making their counterfeit currency look more real. If you don't have direct experience working with the different detection techniques, be sure to do as much research as possible prior to your interview to speak knowledgeably about the different ways money is being counterfeited and the steps banks are taking to counteract it. If you do have knowledge and experience, be sure to talk about they things you've used to help prevent the passing of counterfeit money up to this point in your career.

Ryan's Answer #1

"During my time working as a cashier in high school, I have used the counterfeit pen for bills that were $20, $50 and $100. As well, I have received briefing on new currency when it is released, like the new bills with the holographs in them. 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."

Ryan's Answer #2

"While I don't have hands on experience handling cash or check transactions in my prior work, I am familiar with the ways that 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."

12.

How would you respond to a customer complaint?

The interviewer would like to be assured that you can professionally handle customer complaints. Give an example of a time you helped resolve a customer's issue.

Ryan's Answer #1

"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 suggested once I had a better idea of what might solve it. The customer was very 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."

Ryan's Answer #2

"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."

13.

Describe a difficult problem and how you approached it.

Interviewers at HSBC Bank like to see employees coming up with creative solutions. Problem-solving skills are highly regarded within the banking industry. Use an example that explains the complexity of the situation. You can also use the job description as a guide for some of the challenges you could encounter in this new role. Try to keep it relevant and relatable to the position.

Ryan's Answer #1

"I took a client call that had a history of poor customer experiences with the organization. One after another, the customer was left frustrated on our banking processes and voiced their concerns in a manner that was unpleasant. 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."

Ryan's Answer #2

"While attending university, I was assigned a group project with a group of less than motivated individuals. My grades and performance were significant to me, 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."

14.

If a customer at HSBC Bank had increased savings as their main personal financial goal, what steps would you take with them to get them started down the right path?

As you look to interview for a Personal Banker position with HSBC Bank, be sure to expect a question or two that really digs into the technical abilities that you would bring to the position in the form of a hypothetical situation that you will likely face in this role. This question is allowing your interviewer to gain insight into your knowledge of sound financial savings philosophies so be sure to talk about important aspects of a customer's finances that can impact their ability to save. As you answer, express that you would use a logical, yet tailored, approach with each customer in this situation.

Ryan's Answer #1

"After I had done my due diligence in getting to know the need's of the customer, 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 on a monthly basis. Often, by simply doing this, customers are dumbfounded by how much wasteful spending they have going on in their lives. While the customer makes the final decisions on how to best handle, I can use my expertise to help guide them on their savings journey."

Ryan's Answer #2

"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 accounts or money market accounts with HSBC Bank."

15.

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

As a Personal Banker with HSBC Bank, you will be dealing with a wide variety of clients and your interviewer will be looking to hear that you are able to tailor your approach to working with many different personalities while maintaining a knowledgeable and professional approach with each person. In your answer, be sure to stress that you have the patience to work with all different types of people effectively and the calmness to handle customers that are demanding or full of questions. If you have an example of a role you've held in the past where you've worked with customers, feel free to bring examples of times you had to work with differing personalities first hand.

Ryan's Answer #1

"In my current role in sales, I work with customers from all different economic and cultural backgrounds. My personality really suits a sales based role well because I have the ability to personally connect with any person that I work closely with and I do this with a very friendly, yet professional approach. I take as much pride in selling a lower end product to a person with lower socioeconomic status as I do in selling a product to the CEO of a large company. I've been in both of those situations and as long as the customer leaves satisfied with a smile on their face, I know it was a job well done."

Ryan's Answer #2

"I really pride myself on my ability to work effectively with many personality types and people from different backgrounds. In my current role as a Financial Advisor, I work with clients that range from C-Suite Executives all the way down to entry level employees making close to minimum wage. I have the ability to connect with and relate to any individual on a personal level as this is so important in the financial field. If hired here at HSBC Bank, this ability would greatly help your customers that are in need of personal banking advising."

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Behavioral
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Phone
Tough
Leadership
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Interview Q&As
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Bank Teller
Bank Manager
Financial Advisor
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