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ING Direct Australia Interview
Questions

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

Question 1 of 27

To help us understand your need for initial training and orientation in this role with ING Direct Australia, can you tell me what financial software you have familiarity working on?

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ING Direct Australia Interview Questions

  1. 1.

    To help us understand your need for initial training and orientation in this role with ING Direct Australia, can you tell me what financial software you have familiarity working on?

      Financial software, in particular software geared towards financial analysis, is widely available to the industry with many options available for use. While this won't be a make it or break it question to see if you are experienced with the program that ING Direct Australia utilizes, your interviewer will be looking to hear that you have experience on some of the available systems and that you are ready and willing to take on the challenge of learning something new if hired for this role. In the end in answering this question, make sure that you reiterate that you have the ability and the desire to learn a new program if needed to be successful in this role.

      Ryan's Answer #1

      "Over the past ten years, I have pretty extensive experience working on Windham Portfolio Advisor and a program called LogicGate. Windham is a program that is used by my colleagues that are building client portfolios and I work on the risk management pieces with each advisor. LogicGate is a program that I completed an RFP to bring on to my department and it has helped us immensely. I do consider myself to have a very high technical acumen surrounding new software. Right now, what programs are your Risk Analysts using?"

      Ryan's Answer #2

      "Being a computer junkie in my spare time, I have a wide array of experience with many of the different types of financial and risk analysis software. I'm a big fan of the MATLAB program because of its ability to build my own algorithms and customize the data analysis within the program. This has significantly impacted my firm in my current role. With my firm recently moving to an Oracle platform, I've become very familiar with Oracle Crystal Ball over the last two years and really like its ability to visualize forecasts."

  2. 2.

    What interests you about this position?

      The interviewer at ING Direct Australia wants to learn more about how your educational or professional background led you to apply for this position. Share what you are most looking forward to about the role and how it relates to your previous experience or future goals.

      Ryan's Answer #1

      "I enjoy problem-solving and helping people. I worked as a customer service representative in a call center for Wells Fargo when I was in college, and the experience motivated me to learn more about how to help my clients by understanding more about investing, saving, and using banking services to meet their needs. I think working as a personal banker will give me a great foundation to start my career within the banking industry."

      Ryan's Answer #2

      "It is both the job description and the idea of working for ING Direct Australia that has piqued my interest. This role offers the growth and advancement that I have desired for some time now. I especially like that in this position, I would be responsible for A, B, and C. I am ready for those responsibilities in my next position."

  3. 3.

    Tell me about your favorite manager. What did you enjoy most about working with them?

      ING Direct Australia wants to hear what excites you and keeps you motivated in a co-working relationship with your boss. They are interested in your values and want to hear about your experience developing relationships with managers.

      Ryan's Answer #1

      "I love my current boss because she leads with a collaborative and team-oriented style. We have regular team huddles to provide ongoing communication about process changes or upcoming events."

      Ryan's Answer #2

      "My favorite manager was my very first manager when I worked at Company X. She was attentive and spent a lot of time mentoring me. I feel that many of my positive work-based skills and qualities are because of how she interacted with and trained me."

  4. 4.

    A key task in this role with ING Direct Australia is assessing an organization's weighted average cost of capital. Are you familiar with WACC calculations and when have you used them in the past if you are?

      Whether you have direct experience with WACC calculation or not, the first important thing that your interviewer will be looking for is that you understand all of the values that are used to calculate it and why it is important to calculate. Be sure to explain your understanding of the calculation. Then, if you do have experience, talk about the context of the work that you did surrounding utilizing WACC calculation and what resources you used to ensure that accurate data was used in the calculation.

      Ryan's Answer #1

      "In my current role, I utilize weighted average cost of capital calculation in the financing projects my firm undertakes. Basically, the WACC helps us determine if a project is worthwhile to see a future return. My role as the risk analyst is the gather the data for the formula. I am well versed in calculating the cost of equity and cost of debt for companies and determining market values of those numbers. In the end, a great rate is determined that can be a win-win situation for my firm and the companies that we finance."

      Ryan's Answer #2

      "I do have some familiarity with WACC calculation when I've worked with evaluating mergers and acquisitions for potential clients. Luckily in the that times I've worked with the calculation, my colleague had a very detailed WACC calculator built into an excel spreadsheet and our role was gathering the important data to include in the calculation. This included debt to capitalization, equity to capitalization, cost of equity and cost of debt. In my time as a Financial Risk Analyst, those figures have been my everyday life. If hired for this role with ING Direct Australia, my experience in this realm will help with your WACC calculations as you make important decisions moving forward."

  5. 5.

    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 ING Direct Australia."

      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."

  6. 6.

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

      In this position with ING Direct Australia, you may be faced with a customer that is upset and/or mad at the situation they are in. Because of the shoes you will be filling as a Teller, you will be expected to help deescalate the situation through solid and effective verbal communication with the customer. As you answer this question, talk about your ability to remain calm, cool and collected in any situation and explain how you take an empathetic approach with any person that you will work with in this role. If you have an example of a time that you were faced with this situation, don't hesitate to walk your interviewer through that situation and how you handled it.

      Ryan's Answer #1

      "Having worked in customer facing roles for my entire career, I have handled many angry customers and feel I have a great method in the way that I communicate with them. First, I start by hearing them out and letting them vent in any means that they want. From there, I calmly repeat back the key points and then begin brainstorming solutions for them. By maintaining a calm demeanor during these situations, angry customers are often able to calm down rather quickly. After I understand the customer's needs, I take all steps necessary to help solve their problem. If this entails bringing in another colleague, I don't hesitate to do so in a team based approach."

      Ryan's Answer #2

      "When this happens in my current role, I make sure that any other duties I am currently working on are put on hold so I can give full attention to that customer. Last week, I was the only person on staff handling a busy lobby when a customer came in very upset with a vehicle that they had just purchased. I immediately put the phones on hold to take the time to listen to their concerns. After hearing the causes of their frustration, I had them wait in our lobby and I went and talked to our Sales Manager. He made time for the customer immediately. In these instances, providing swift action to help alleviate any further issues is the most important thing that can be done."

  7. 7.

    Due to the continued explosion of the digital world, ING Direct Australia is becoming more virtual on a day to day basis. What job duties would you see as being fluent in this role as a Teller with us?

      As banks have adjusted the way they do business over time to suit the needs of customers that are becoming more automated and mobile, the traditional Teller job description has certainly changed with the advancements in technology. With this question, your interview is simply looking to gauge how flexible you would be if hired for this role because ING Direct Australia will be relying on the person hired this role to be highly adaptable in a changing work environment. As you answer, let your interviewer know that you are aware of how rapidly the banking industry is changing and give examples of a time or two you had to be flexible in your own job duties. Then, really put thought into what you feel are ways that the traditional Teller job role has changed and will continue to change over time.

      Ryan's Answer #1

      "As my own personal banking has certainly changed to the point where I hardly visit a bank lobby any more and take care of more things online, I would venture to guess that a Teller is face to face a lot less with customers than they used to be and handling more job duties over the phone and online with customers. I would envision that on top of traditional withdrawals and deposits, Tellers at ING Direct Australia are also seen as advisors to customers when it comes to different products within the bank. If hired for this role, I would be excited to be flexible and learn new duties to become a more complete member of the team here at ING Direct Australia. In my current role as a Customer Service Rep, I've had to be very fluid in my job duties."

      Ryan's Answer #2

      "In my current role as a Teller, I've been very adaptable over the last couple of years as my current institution moved a lot of services to a virtual format. I've received extensive training on ATM troubleshooting for customers using the ATM in our parking lot. I've also been trained on our branch kiosks and tablets that customers use for loan applications and other transactions. But because many of our elderly customers still prefer traditional in-person transactions, I've never lost my touch as a traditional Teller. If hired here at ING Direct Australia, I'd look forward to being a flexible Teller that is willing to adapt with changes moving forward."

  8. 8.

    Tell me about your experience in the banking industry.

      Share details of your banking experience to show ING Direct Australia you have what it takes to be successful in the field!

      Ryan's Answer #1

      "When I worked as a bank teller, I learned how to deal with difficult customers and handle a variety of transactions, from ordering foreign money for travel to removing overdraft fees and educating customers on our products. I used my careful attention to detail to keep my drawer balanced and manage my daily tasks without error."

      Ryan's Answer #2

      "I have 12 years of experience in the banking industry, first as an administrative assistant, then a bank teller, and now; a financial advisor. I have learned a great deal along the way and look forward to putting my experience to work for ING Direct Australia."

  9. 9.

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

      Working as a Teller for ING Direct Australia will require you to have pretty basic math skills and the ability to count cash in an accurate and efficient manner. For this question, your interview will be looking to hear that you have completed at least some levels of high school math and did so with ease. In your answer, while you discuss what levels of math that you have completed during your education, be sure to explain how your mathematical skills will be able to apply to the job that you are interviewing for. Make sure that your interviewer walks away from your conversation confident in your abilities.

      Ryan's Answer #1

      "As you can see from my resume, I have an Associate's Degree in Marketing and during my coursework at XYZ Technical College, I took both college level statistics and financial accounting courses. With both of these classes, I am confident in my ability to handle and count large sums of cash and also operate account software if required for the job here at ING Direct Australia."

      Ryan's Answer #2

      "During my final year of high school a few years ago, I completed my final semester of Algebra II with an A- grade. Through my years of Algebra I and Algebra II during high school and with my retail experience prior to this interview, I feel comfortable with all of the accounting related duties that I would handle in this role with ING Direct Australia."

  10. 10.

    On the finance side of ING Direct Australia, we expect our representatives to be ingrained in our sales focused culture. If hired for this role, how would you learn and embrace our sales process?

      As an experienced loan or finance professional, your interviewer is likely very confident in the skills that you would bring to the team. This question gives them the opportunity to how you will fit into the unique culture with the team at ING Direct Australia. Because they are a sales focused organization, your interviewer will expect anyone in this role to embrace that culture. In your answer, talk about your ability to partner with sales staff by using your strong people skills. As well, give your interviewer a sense of how you go about learning new processes if hired for this position and don't hesitate to give an example from your past on how you've done this.

      Ryan's Answer #1

      "Knowing that the main goal of ING Direct Australia is to sell more products, I understand my role on the finance side is to provide customers with the best options for them to walk out the door as a lifelong customer. If hired for this role, I will take the time over the first weeks on the job to fully understand your product line, costs and typical financing procedures so I can hit the ground running in no time. In my current role, I communicate very regularly with our sales staff on each customer that we work mutually together with. It really helps provide the best customer experience possible and absolutely helps boost sales."

      Ryan's Answer #2

      "I would fully expect that a good part of my orientation process into this role at ING Direct Australia would entail a full education on the sales part of the business. I would look forward to working closely with and learning from the boots on the ground sales staff as that would give me great insight into the customers that I would be working with. From there, I would be able to build relationships with the sales staff and build a bond moving forward."

  11. 11.

    How do you work in environments with people who are different from you?

      The banking industry thrives on team players with communication and listening skills who can help build internal and customer relations with individuals of diverse backgrounds. Give an example of how you led a team, or collaborated with a group for a school project, to show ING Direct Australia that you are perceptive and sensitive to the needs of others.

      Ryan's Answer #1

      "I have worked with people from all backgrounds and personalities. Whenever I join a new team, I make a point to get to know each person and find ways we can connect. I'm outgoing and friendly with everyone I meet while respecting their different styles and any open ideas they may bring to the team."

      Ryan's Answer #2

      "Diversity is all around us, whether it be at work or home. I treat everyone equally and give everyone the respect and positive attitude that I would expect to receive from them."

  12. 12.

    What has been the most stressful situation that you faced in the workplace and what did you do to ensure that you navigated that situation successfully?

      At times, the work at ING Direct Australia can get stressful in a customer facing role and this question is giving your interviewer insight to how you will be able to handle the stress that will potentially come in this role if you are hired. In your answer, speak openly and honestly to your interviewer by explaining the situation that you were in and why it was stressful to you. Then, talk in detail about the things that you did to work through the situation to make sure that there was a positive outcome. While answering, try to give your interviewer the sense that you are not easily stressed out on the job and are able to work through high pressure situations with ease.

      Ryan's Answer #1

      "Last year, my staff of nine people was brought down to five people with one termination and three other resignations in a short period of time. Given that recruiting new staff in my current field can be difficult, we worked at almost 50% staffing for two months. To avoid burnout, our manager decided the best route was to only have two of our staff on shift at a time when we would normally have three to four on at a time. This is where work became the most stressful. For me, keeping upbeat, positive and focused on all of my duties was what helped me through each work day. I really appreciated the fact that we didn't need to double our work hours during this time and my remaining team members ended up navigating this period with great success."

      Ryan's Answer #2

      "A couple of years ago, my current company purchased my previous employer and there were many unknowns surrounding my job and my job duties moving forward when it was announced that the company was being sold. When I saw a lot of my coworkers in distress, I took the direction of trying to lead by example with a positive attitude. From the start, I began asking a lot of questions to our managers to try and become as educated as possible on the changes that were coming. I also tried to hear the concerns of my colleagues as well and tried to a be a reassuring person for them. In the end, the transition was great for me and I have my positive and inquisitive attitude to thank for that. During the process, one close colleague did leave the company in fear of what would happen and they still regret that decision to this day."

  13. 13.

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

      A potential job with ING Direct Australia will put you in a branch office that has many different people, with many different personalities, working in one place at one time. It is simple human nature for their to be conflict within a workplace like this and your interviewer is looking to hear how you personally manage interpersonal conflicts with your coworkers by asking this question. As you answer, be sure to use a real life situation and talk open and honestly about how you handled the situation. Try to focus on the positive things you did to make things work out and make sure that the situation you describe ends with a positive results. In the end, your interviewer is looking to hear that you can be a true team player no matter who you work with.

      Ryan's Answer #1

      "In my current job, I am paired in a small office with a colleague that can be rather difficult at times. We handle a lot of work over the phone and he can be very loud and boisterous at times. On top of that, he can tend to get very upset following certain phone calls with clients. When first hired and paired in an office with him, I was taken aback by his behavior and remained quiet. One day, at the advice of our manager, I simply talked to my colleague and told him that I would be very thankful if he could tone his voice down in our office and to try and use more healthy ways of handling anger on the job. In the end, this was an approach I should've used right away as he thanked me for the feedback and told me that his old officemate was the same as him regarding how they handled frustration. With him knowing that I didn't care for that approach, he vowed to be better moving forward and things are great to this day."

      Ryan's Answer #2

      "First and foremost, I consider myself a great team player and any of my current or past coworkers would echo that same thought. While I do work great in teams, conflict among people is always inevitable and I feel that I excel in working with difficult teammates. A couple of years ago, I was on a project team with a person that tried to take over meetings with their own thoughts on processes moving forward and wouldn't budge for other people's ideas. After seeing a few of our team members become visibly frustrated during our first gather, I took it upon myself to talk with this person face to face. The person became very confrontational with me and ended up berating the overall knowledge of the members of the team. I decided that I would let that conversation sink in with the individual and see how the next meeting the following week went. When the belittling and combative behavior continued, I approached the project lead the next day to see what could be done. While the difficult decision was made to remove that person from our project team, I have no regrets in the approach I took because it was good for the overall health of the team."

  14. 14.

    As a Personal Banker with ING Direct Australia, 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 ING Direct Australia 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 ING Direct Australia."

  15. 15.

    Are you familiar with KYC and how it impacts our business at ING Direct Australia?

      Prior to your interview, it is important to know and understand the principles of KYC. To start, KYC stands for Know Your Customer and these are steps taken by financial institutions to establish customer identity and understand the nature of the customer's activity to further assess money laundering risks with that customer. For your answer to this question, give your interviewer the sense that you know the basic premise of KYC and how it impacts your work that you do while also highlighting the important elements of a KYC program like customer identification and ongoing monitoring.

      Ryan's Answer #1

      "Over the recent years, my work as a Financial Advisor has moved to heavy load of phone and online work and steps in customer identification have included things I needed to be cognizant of. Even though I know even the fine details of my clients' voices, I must have clients confirm personal information over the phone before discussing details with them. This personal info can include full names, date of birth, address and social security number. Because money laundering and identity theft have become so prevalent in the past ten years, I take these important steps in my work very seriously."

      Ryan's Answer #2

      "I am very familiar with the Know Your Customer ethical guidelines in financial advising and have received a lot of formal training surrounding it. When opening new accounts for clients and maintaining them down the road, the KYC Rule 2090 is essential for me and my firm to keep records of facts on each customer and know if any other people have the authority to act on the customer's behalf regarding their finances. I love the fact that the KYC standards have helped build robust client profiles within our systems and these help make my financial decisions with them much better."

  16. 16.

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

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  17. 17.

    In this finance role with ING Direct Australia, what do you feel would make for an ideal customer experience?

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  18. 18.

    How do you check your work for accuracy?

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  19. 19.

    If hired for this role here at ING Direct Australia, how would you manage your daily tasks on the job to ensure that your work is completed in a timely and efficient manner?

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  20. 20.

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

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  21. 21.

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

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  22. 22.

    At ING Direct Australia, your job as a Risk Analyst would entail keeping a close eye on interest rates for our clients. How do you think interest rates will trend in the next year?

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  23. 23.

    Tell me about a time when you showed integrity in your work.

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  24. 24.

    The banking industry is built on trust and this is no different at ING Direct Australia. Do other people you have worked closely with consider you to be trustworthy?

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  25. 25.

    At ING Direct Australia, we pride ourselves on providing the best overall customer experience. Talk about your customer service experience and explain why it will help our clients here.

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  26. 26.

    What customer service experience do you have that would greatly benefit the customers at ING Direct Australia?

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  27. 27.

    The clients of a financial firm like ING Direct Australia can display an arrange of emotions when they work with our Client Services team. How would you handle a situation where a client was very angry?

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